Question 1

What is Suzuki and what does it do?

Accepted Answer

Suzuki is a proxy buying, proxy bidding, and package forwarding service for goods from Japanese marketplaces/websites, shipping them to Vietnam. Suzuki receives items at the Japan warehouse and arranges shipping to Vietnam by air shipping or sea shipping.

Question 2

How is buying through Suzuki different from buying directly from a Japanese marketplace myself?

Accepted Answer

When you use Suzuki, Suzuki buys the item on your behalf, receives it at the Japan warehouse, and sends it to Vietnam. You operate, pay, and track orders on the Suzuki website/app; the item information is still the information published by the seller.

Question 3

How do I create a Suzuki account?

Accepted Answer

You can register by email with your full name, phone number, email, and a password of 6 characters or more. You can also register with Google.

Question 4

Why do I have to verify my phone number?

Accepted Answer

You need to verify your phone number with a 6-digit OTP code via SMS before placing a purchase order, creating a Ship-for-me order, or bidding. If you have not verified it, these actions cannot be performed.

Question 5

As a new Suzuki user, do I need to top up money first?

Accepted Answer

To place a proxy buying order, you need to have enough Balance to pay 100% of the item price and the known charges at the time of ordering. To bid, you need to verify your phone number and activate an Auction Plan with an auction deposit.

Question 6

In total, what charges might I have to pay?

Accepted Answer

An item may include the item price, Japan domestic shipping fee if charged by the seller, surcharges from the seller or marketplace, mandatory payment fees in some cases, additional services if selected, international shipping fee, and delivery fees within Vietnam.

Question 7

Do I have to choose the shipping method as soon as I place an order?

Accepted Answer

When placing a purchase order or creating a Ship-for-me order, you need to choose the international shipping method, either air or sea. This choice affects the shipping fee, estimated time, and the Vietnam warehouse that receives the item.

Question 8

Which marketplaces can Suzuki proxy buy from?

Accepted Answer

The marketplaces available for direct purchase on the Suzuki website include Mercari, Yahoo! Auctions (buy now), Yahoo! Shopping, Yahoo! Fleamarket (PayPay Flea Market), Rakuten, Amazon Japan, and Rakuma.

Question 9

Can I send a link from another Japanese website?

Accepted Answer

Yes. Click "Create order" ("Tạo đơn") or paste the link into the search box; if the website is not directly supported, Suzuki will switch to the "Create order" ("Tạo đơn") form for you to enter the item name and price, after which staff will check and process it.

Question 10

How can I view a quote from a product link?

Accepted Answer

Paste the product link from a supported marketplace into the search box at the top of the website. The website opens the product page and shows the converted price and Japan domestic shipping fee, if any; you can click "Buy now" ("Mua ngay") or add it to the "Cart" ("Giỏ hàng").

Question 11

How much is Suzuki's proxy buying fee?

Accepted Answer

Suzuki does not charge a proxy buying fee. You still pay the item price and valid incurred costs such as Japan domestic shipping fee, mandatory payment fees of certain marketplaces/cases, additional services, international shipping fee, and delivery fees within Vietnam.

Question 12

What are surcharges incurred after placing an order?

Accepted Answer

Surcharges may arise if the actual price is higher, the seller raises the price, or the seller charges an additional shipping fee. You receive a payment request in "Payment management" ("Quản lý thanh toán"); for a surcharge caused by the seller raising the price, you can refuse to cancel the link and receive a refund to your Balance, while for Yahoo! Auctions the surcharge is mandatory. A shipping fee charged by the seller when the item arrives at the warehouse may be deducted directly from your Balance.

Question 13

Can I negotiate the price with the seller?

Accepted Answer

Price negotiation applies only to Mercari and is free of charge. The minimum proposed price is 80% of the current selling price; each link can have only one pending request, and a later proposal must be higher than the previous proposal. When the seller agrees to lower the price, you are notified so you can place the purchase yourself; the item is not reserved for you.

Question 14

Can I ask Suzuki to ask the seller in advance?

Accepted Answer

Yes. The Ask the Seller feature applies to Mercari, Yahoo! Auctions, Yahoo! Fleamarket, and Yahoo! Shopping; Suzuki translates and asks the seller on your behalf free of charge.

Question 15

After placing an order, can I cancel it myself?

Accepted Answer

After placing an order, you cannot cancel it yourself on the website. If the cancellation is not due to the seller's fault, a processing fee may be considered on a case-by-case basis. If the purchase is unsuccessful because the item is out of stock, the seller cancels, or it is refused, the link is canceled and the money is refunded to your Balance.

Question 16

Which marketplace does Suzuki provide proxy bidding on?

Accepted Answer

Suzuki only provides proxy bidding on Yahoo! Auctions and does not charge a proxy bidding fee. You need to verify your phone number and activate the Auction Plan before placing a bid.

Question 17

How do the Auction Plan and auction deposit work?

Accepted Answer

Go to the "Overview" ("Tổng quan") page in your account, the "Auction Plan" ("Gói đấu giá") section, then click "Activate" ("Kích hoạt"). Level 1 requires a 2,000,000 VND deposit and allows bidding on up to 10 links at the same time; Level 2 requires a 4,000,000 VND deposit and 20 links; Level 3 requires a 6,000,000 VND deposit and 40 links. Each item for which you are currently leading or that is pending processing takes up one slot.

Question 18

Can I withdraw my auction deposit?

Accepted Answer

Click "Withdraw deposit" ("Rút cọc") to return the auction deposit to your Balance. You cannot withdraw the deposit while you are leading an auction that has not ended or still have an unpaid auction order.

Question 19

How are the three options "Auction", "Last-minute Hunt", and "Buy It Now" different?

Accepted Answer

"Auction" ("Đấu giá") immediately places exactly the amount you enter. "Last-minute Hunt" ("Săn phút chót") is automatic bidding: you enter the maximum price, and the system places the current price plus one bid increment and automatically raises the bid each time you are outbid, without exceeding the maximum price. "Buy It Now" ("Thắng ngay") buys immediately at the seller’s buy-now price and the auction ends.

Question 20

Why did I lose even though I placed a high bid?

Accepted Answer

The result is determined by Yahoo! Auctions. You may lose even if you place a high bid if someone else placed a higher maximum bid, the seller cancels the auction, or there is another situation from the marketplace. You also cannot place a bid lower than the valid minimum price or outbid yourself when you are already leading.

Question 21

After winning an auction, what do I have to pay and when?

Accepted Answer

After you win, the system creates an order consisting of the winning price including tax and the shipping fee reported by the seller. You pay in "Payment Management" ("Quản lý thanh toán") within the deadline; the payment deadline depends on the seller, and some sellers require payment within 12 or 24 hours, so you need to pay as soon as possible. This amount is not automatically deducted from your Balance.

Question 22

Why was my auction link held for review?

Accepted Answer

Some items, such as items that the seller only hands over in person, does not ship, or that fall under restricted categories, will be held for staff to review before placing a bid. You will see the notice "restricted product, please wait for the system to review"; if approved, the system will place a bid, and if not, it will not place a bid.

Question 23

What happens if I do not pay after winning an auction?

Accepted Answer

You cannot cancel after winning an auction. If you do not pay or abandon the item after winning, you may be subject to a processing fee and feature restriction for auctions; repeated violations may result in permanent restriction.

Question 24

What is Suzuki Balance?

Accepted Answer

Suzuki Balance is prepaid money in your account, denominated in Vietnamese dong, and used to pay all amounts on Suzuki. The balance cannot be transferred to another person and does not earn interest.

Question 25

How do I top up money to Suzuki?

Accepted Answer

Open the "Top up" ("Nạp tiền") screen to view Suzuki's Rakuten Bank account and the transfer content unique to your account. You need to transfer with the exact content so the system can recognize it. If you need to transfer from a bank in Vietnam, message in chat for guidance.

Question 26

I made a bank transfer but the money has not been added to my Balance. What should I do?

Accepted Answer

If after about a few minutes the money has not been added, send a screenshot of the transaction in chat so Suzuki can check. Suzuki does not accept top-ups from e-wallets such as MoMo, VNPay; you should use one fixed bank account in your own name so the system can recognize it automatically.

Question 27

Does Suzuki accept card payments?

Accepted Answer

The Suzuki website does not have card payments. You pay on Suzuki using Balance.

Question 28

How is the Japanese yen exchange rate calculated?

Accepted Answer

Item prices are calculated in yen and converted to VND at the exchange rate announced by Suzuki on the website. The exchange rate is fixed at the time of order placement; later charges for the same item use the fixed exchange rate. The amount in VND is rounded up to the nearest thousand.

Question 29

What is the difference between available balance and money being held?

Accepted Answer

Available balance is Balance minus money being held for orders not yet fully purchased and withdrawal requests being processed. The auction deposit is separate and is not included in the available balance.

Question 30

Can I withdraw money to my bank?

Accepted Answer

Create a withdrawal request in the "Withdrawal history" ("Lịch sử rút tiền") section and you can only withdraw from the Vietnamese dong wallet. Each withdrawal request has a minimum of 50,000 VND and a maximum of 20,000,000 VND; per day, the maximum is 30,000,000 VND and 3 requests. Withdrawals are free of charge; requests are manually approved by staff, usually approved within 48 hours and transferred within about 7 business days.

Question 31

Why can't I withdraw money?

Accepted Answer

You cannot withdraw when there are unpaid amounts such as unpaid auction orders, shipping fee slips, surcharges, or outstanding advances. You can view the transaction history on the account page and pending payments in "Payment management" ("Quản lý thanh toán").

Question 32

Should I choose air shipping or sea shipping?

Accepted Answer

Air shipping has a fee of 195,000 VND/kg and items arrive at the Hanoi warehouse; sea shipping has a fee of 75,000 VND/kg and items arrive at the Ho Chi Minh City warehouse. The international shipping fee is calculated based on the actual weight when the items arrive at the Japan warehouse, multiplied by the unit price and rounded up to the nearest thousand VND. Some special items or bulky items sent by air shipping may incur a separate surcharge.

Question 33

How long do items usually take to arrive in Vietnam?

Accepted Answer

The time is an estimate and is not guaranteed. Air shipping is finalized weekly, usually taking about 1–2 weeks from when the items arrive at the Japan warehouse to the Vietnam warehouse. Sea shipping loads containers in batches, about one shipment every 2 months, and the total time is usually about 1–2 months; items may be delayed due to customs clearance, holidays, weather, or the carrier.

Question 34

When do I have to pay the international shipping fee?

Accepted Answer

When the items have left Japan, you will receive a shipping fee payment request in the form of "Shipping payment batch …" ("Thanh toán vận chuyển đợt …") in "Payment management" ("Quản lý thanh toán"). You need to confirm the receiving address and delivery method before payment, and pay the shipping fee before the items are delivered.

Question 35

How is delivery within Vietnam handled?

Accepted Answer

You can choose Viettel Post, 247 Express, express delivery via Viettel/247, book Grab, or come to the warehouse to pick up the items yourself. Domestic delivery fees are paid by you to the delivery provider when receiving the items. When the items leave the Vietnam warehouse, Suzuki sends a notification with the carrier.

Question 36

Where can I track items in the Japan warehouse?

Accepted Answer

You can view the "Japan Warehouse" ("Kho Nhật") page in your account, including "Items about to arrive at the warehouse" ("Hàng sắp tới kho"), "Items in warehouse" ("Hàng trong kho"), and "Items shipped out of warehouse" ("Hàng xuất kho"). Each package has a timeline: Arrived at Japan warehouse → Being transported internationally → Arrived at Vietnam warehouse → Out for delivery → Completed.

Question 37

What is Ship-for-me and how do I create a Ship-for-me order?

Accepted Answer

Package forwarding is when you buy from somewhere else yourself and send the items to Suzuki's Japan warehouse, then Suzuki receives them and sends them to Vietnam. You click "Create order" ("Tạo đơn") → "Create Ship-for-me order" ("Tạo đơn ship hộ"), select a warehouse, enter the Japan domestic tracking number, item name, category, photos, notes, and choose air or sea. The international shipping fee is calculated like proxy buying items.

Question 38

How is a Ship-for-me package sent with the recipient paying in Japan handled?

Accepted Answer

If the items are sent using a method where the recipient pays, such as 着払い/代引き, you enter the "Payment-on-behalf fee" ("Phí thanh toán hộ") in yen and pay in advance. Items are only considered received when Suzuki confirms warehouse entry; if the items have not arrived at the warehouse after about 7 days, you should check with the sender and message Suzuki.

Question 39

What happens to items stored for a long time or prohibited/restricted items?

Accepted Answer

Items left in the warehouse for a long time or whose shipping fees are not paid may incur storage fees or be handled according to regulations, and Suzuki will notify you in advance. Suzuki has the right to refuse to buy, bid on, receive, or send items that are prohibited or restricted under the law, marketplace rules, carrier regulations, or that carry high risk; package forwarding customers are responsible for declaring items correctly.

Question 40

When is the money refunded to the Balance?

Accepted Answer

If the purchase link is unsuccessful because it is out of stock, the seller cancels, or it is rejected, the money is refunded to the Balance. If the goods are rejected before purchase because they are prohibited or restricted goods, the money is also refunded to the Balance. Issues arising after receiving goods are reviewed through a claim based on the cause, evidence, and value of the goods.

Question 41

What should I do if the goods are damaged, missing, or suspected lost when I receive them?

Accepted Answer

You submit a claim in the "Claims/Feedback" ("Khiếu nại/Góp ý") section in your account or message Suzuki via chat. You should report it early immediately after receiving the goods so that Suzuki has information to process it.

Question 42

What should a claim file include?

Accepted Answer

The file should include the order code or package code, photos and a continuous video recorded while opening the package, photos of the packaging and label, and a description of the issue. This information helps Suzuki review the cause and work with the relevant parties.

Question 43

How is responsibility reviewed according to each shipping stage?

Accepted Answer

Before the goods arrive at the Japan warehouse, delivery and receipt are the responsibility of the seller and the Japan domestic carrier; Suzuki supports working with the seller or marketplace. From the time the goods are checked into the Japan warehouse until they leave the Vietnam warehouse, Suzuki reviews its own responsibility. When the Vietnam domestic delivery unit is holding the goods, that unit's policy applies and Suzuki supports the claim.

Question 44

Are used goods covered by warranty?

Accepted Answer

Used goods purchased from the seller have the condition described by the seller. Suzuki does not provide product warranties and does not inspect goods before purchase.

Question 45

Can I file a claim about shipping fees, delivery time, or bidding?

Accepted Answer

Yes. In the "Claims/Feedback" ("Khiếu nại/Góp ý") section, you can select types such as lost/damaged, delivery time, shipping fees, quotation/order creation, bidding, service attitude, feedback, or other requests.

Question 46

After delivery, when is the order completed?

Accepted Answer

On the "Order Management" ("Quản lý đơn hàng") page, the order automatically changes to Completed status 7 days after delivery.

Question 47

Why has my account or features been restricted?

Accepted Answer

Suzuki may restrict individual features such as purchasing/package forwarding, auctions, price negotiation, Ask the Seller, or restrict the entire account when there is a violation or risk. When restricted, you will see a notification when performing an action; if you want to know the reason, contact support.

Question 48

How do I delete my Suzuki account?

Accepted Answer

Send an email to support@szk1982.com with the subject "Account deletion request". The remaining balance must be withdrawn or used beforehand, or you must confirm in writing that you waive it. Account deletion does not remove any outstanding payment obligations and does not affect orders being processed.

Question 49

When does Suzuki require me to provide additional information or documents?

Accepted Answer

Suzuki may require you to provide additional information or documents for verification when necessary. This request is intended to support the handling of your account, transactions, or related risks.

Question 50

What personal data does Suzuki collect?

Accepted Answer

Suzuki collects information such as full name, phone number, email, encrypted password, delivery address, order and transaction history, chat content and images you send, bank account information when depositing/withdrawing, device information, and cookies.

Question 51

How is my personal data used and shared?

Accepted Answer

Suzuki uses data to create accounts, provide proxy buying and delivery, process payments, deposits/withdrawals, support customers, send notifications, prevent fraud, and comply with the law. Chat messages may be processed by automated tools, including AI services from our providers, to help respond. Suzuki shares the minimum necessary with Japanese marketplaces/sellers, shipping companies, banks, infrastructure/notification/AI providers, and does not sell personal data.

Question 52

What should I do if I want to view, edit, or request deletion of my personal data?

Accepted Answer

You have the right to view, edit, and request deletion of your personal data. Contact support@szk1982.com to submit a request.

Question 53

Where can I view the Suzuki website?

Accepted Answer

You can access the Suzuki website at https://suzukitrade.com. You can also chat directly on the website and app.

Question 54

Where can I contact Suzuki, and what are the support hours?

Accepted Answer

You can contact us by email at support@szk1982.com or by phone at +81 3 3667 7108 from 10:00 to 18:00 Japan time, Monday to Friday, excluding Japanese holidays. Chat support is available from 9:00 to 20:00 Vietnam time on the website and app. If you need to clarify information on the website or account, contact us through these channels.

Frequently Asked Questions

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