Order Tracking Policy

Effective Date: August 28, 2026
This Order Tracking Policy applies to all in-game purchases, virtual recharge packages, virtual items, and in-game currency transactions made within the Hotpot & Malatang Crush game. This policy explains how users can track, verify, and confirm their order status, delivery progress, and transaction records.
By completing any in-game purchase, you agree to the order tracking and delivery rules stated below.

1. Order Generation & Order Records

Every successful payment will automatically generate a unique official order record, including order number, purchase time, purchased virtual items, transaction amount, and payment status. All order data is securely stored for transaction verification, customer support, dispute handling, and after-sales services.
Users are responsible for saving their order screenshots, transaction numbers, and purchase proof for future inquiry or verification.

2. Order Status Definition

All in-game orders will display one of the following standard statuses:
  • Pending / Processing: Payment has been initiated but not yet confirmed by the payment platform or our game server. Virtual items have not been delivered.
  • Completed / Delivered: Payment verification passed, and the purchased virtual recharge package or in-game items have been successfully credited to your game account. The order is finalized.
  • Failed / Cancelled: Payment was unsuccessful, expired, interrupted, or rejected by the payment channel. No items will be delivered, and no charges will be kept.
  • Refunded: The order has been officially reviewed and refunded in accordance with our Refund Policy.

3. How to Track Your Order

Users may track their transaction progress through the following methods:
  • Check real-time order status inside the game’s purchase record or transaction history page;
  • View payment transaction records provided by your payment platform;
  • Contact official customer service and provide your game ID and order number to verify order progress and delivery status.

4. Virtual Item Delivery Time

All virtual recharge packages and in-game items are digital instant delivery products. Under normal network conditions, items will be automatically credited to your game account within 1–10 minutes after successful payment verification.
In cases of network delay, platform system maintenance, or payment channel congestion, delivery may be delayed up to 24 hours. If your order remains undelivered after 24 hours, please contact customer service for manual inspection and remedy.

5. Unreceived & Abnormal Order Handling

If your payment is successfully deducted but you do not receive the corresponding in-game items, you may submit a ticket for order checking by providing:
  • Game account / role information
  • Exact order number
  • Payment screenshot and purchase time
We will verify abnormal orders within 1–3 working days and complete supplementary delivery or status correction for valid abnormal transactions.

6. Order Finalization Rules

Once virtual items are successfully delivered and credited to your game account, the order is marked as completed. Completed orders cannot be modified, revoked, or cancelled unless they meet the special refund conditions specified in our official Refund Policy.

7. Order Data Retention

We retain user order transaction records for legal compliance, after-sales support, and dispute resolution purposes for a reasonable period of time. All stored order data is protected in accordance with our Privacy Policy and will not be shared or sold for unauthorized commercial use.

8. Policy Updates

We reserve the right to update this Order Tracking Policy to match service adjustments and legal requirements. Updates will be posted within the game, and continued use of our paid services constitutes acceptance of the latest policy terms.

9. Contact

For any order inquiry, status checking, or abnormal order issues, please contact our official customer service team.