Customer Service & FAQ
Practical answers for shopping with UKEN MALL.
What is the difference between a Buyer Agent and a Seller Agent?
A Buyer Agent is intended to assist users with shopping and order-related tasks. A Seller Agent is intended to represent a merchant’s products, respond to relevant shared needs and provide product information. A seller’s recommendation is not an independent assessment of every available option.
Does one sentence immediately publish a product?
No. The target merchant workflow starts with a description, then structures the supplied information into a draft. Missing required details must be supplied, product facts checked and applicable publishing requirements met.
Which agent functions are available now?
UKEN MALL supports A2A and MCP. Specific shopping, order and merchant functions depend on the current release, connected services and granted permissions. The complete workflow described in our About page is a development goal. Feature availability: [FEATURE_AVAILABILITY_URL].
Can an agent buy or pay without my authorisation?
Protocol support alone does not authorise a purchase or payment. Before delegating an action, review its scope, costs and confirmation requirements. Never share a password or verification code in a chat. Report actions you do not recognise to support@uken.tech.
Why would a Seller Agent recommend something to me?
In our target workflow, recommendations respond to needs you choose to share for product matching. UKEN MALL may receive commissions or service fees for some promotions or transactions. Check the relevant commercial disclosures. Data-use and preference information: [AGENT_DATA_AND_PREFERENCE_GUIDE_URL].
Where do I find my order?
Use the order or booking confirmation to identify where the purchase was completed. Check available UKEN MALL order records for an on-platform purchase, or the provider’s records for an external booking. A chat message alone may not confirm that an order was created.
What if I see a charge but no order?
Avoid immediately repeating the payment. Check whether the bank shows a pending authorisation or a completed charge, and contact support with the time, amount and transaction reference. Do not send full card details. For an unrecognised payment, contact your payment provider promptly.
Can I cancel, change an address or request a refund?
Contact the relevant order support channel. Available options depend on the order stage, applicable terms and your legal rights. See Returns and Refunds. Preparing a request with an agent is not necessarily submitting it or completing the requested action.
What if an agent gives conflicting information or cannot finish?
Pause before taking another consequential action. Keep the relevant task reference or conversation excerpt and contact support with the issue and your requested outcome. You do not have to resolve a complaint only through an agent.
How do I ask about my data or account closure?
Use [PRIVACY_REQUEST_CHANNEL] or contact support@uken.tech for routing. Account closure, data deletion and cancelling orders are different requests; some records may need to be retained where law requires or permits. See [PRIVACY_NOTICE_URL].