Quick help and guide

About us

What is coconala? What can I do with it?

Coconala is Japan's largest skill marketplace. You can purchase high-quality skills from Japanese sellers.

For more information about coconala, please refer to Beginner's Guide page.

Sign up & Log in

I couldn't receive a verification email for signing up.

It could be because of your spam mail settings or the wrong e-mail address input.

Please check the following and try the sign-up process again.

・Your spam mailbox

・Spam e-mail setting

・Rejection list with URL or domain name (Please accept the domain, @mail.coconala.com)

I forgot my password to log in.

You can reissue your password with your email from here.

If you have registered your phone number, you can also reissue your password with SMS code via the phone number from here.

Quotation

Can I get a quote from the seller before I make a purchase?

Yes, you can. 

In the quote request, you can ask the seller about the service you would like to request before purchasing it, receive a proposal, and then purchase the proposal.

If the seller offers a proposal that meets your needs in terms of price estimate, delivery date, and description, you can proceed directly to the payment process and transaction.

Message

When do I use message function?

The message function can be used to ask the seller prior questions before purchasing a service or to communicate with the seller after the transaction is completed and the talkroom is closed.

However, when you make a formal request, please be sure to purchase the service and message in the talkroom, not in the message function.

*Replies to messages through the message function are basically voluntary, so you may not receive a reply.

Payments

What payment methods are available internationally?

International payment methods are currently only available through PayPal. We plan to add more international payment methods in the near future.

What is Additional Payment?

Additional Payment is a feature that allows you to pay additional fees during the transaction in a talkroom.

For example, you can pay additional payment if you ask the seller to do additional work during the transaction and the seller agrees with that, but they don't have suitable options.

Transaction process

How many files can I send in a message or talkroom?

Up to five files can be attached in a single message transmission within the message or talkroom. The total size of the five files is limited to 200 MB.

The following types of file attachments are available;

・Document files (excel, word, pdf, powerpoint, txt)

・Image files (jpeg, png, gif,bmp)

・Video files (mpeg, mp4, mov) ・Audio files (mp3, wav)

・Other files (ai, psd, eps)

・Compressed files (zip)

When sending files that exceed 200 MB, please try compressing the file into a Zip file.

If you are still unable to upload using the above methods, we allow the use of the following external services that specialize in downloading data.

▼ GigaFile便

https://gigafile.nu/

I don't hear from the seller after purchasing the service.

If the seller has never contacted you after purchasing the service

Depending on the service and the seller's operating status, it may take half a day to a day for the first reply. Therefore, if you have not received a reply for about a day, please send a message to the seller in the talkroom to check their status.

If the seller does not send any message within 48 hours of the service purchase, the service will be automatically canceled.

If you lose contact with the seller in the middle of the transaction

Please send a message to the seller in the talkroom to check their status.

If the seller has not contacted you for more than 4 days, the buyer can request cancellation.

If the seller does not reply within 24 hours of the cancellation request, the cancellation will be processed by the system automatically and the payment will be refunded.

What should I do after receiving "Final Delivery"?

When a "final delivery" is made by the seller in the talkroom, please select "Approve" or "Decline".

If there is no problem with the delivered item

Please select "Approve".

If "Approve" is selected, the talkroom will be closed when the review is entered or 24 hours have elapsed.

If you wish to request revisions to the service

Please select "Decline".

If you select "Decline," the talkroom will be in the state it was in before the final delivery was made. The buyer can select "Decline" only once.

If you do not select either "Approve" or "Decline" within 72 hours after the final delivery, "Approve" will be automatically selected and the talkroom will be closed from the perspective of seller protection.

How does "Review" work?

After the transaction is completed, the buyer will be able to give a review of the service.

The review is optional, but we appreciate your cooperation in sending it, as it is important for other buyers to refer to.

Once you send your review, your rating and comments will be shown on the service page.

Once you have sent the review, it cannot be canceled. Thus please enter your review carefully.

I'd like to cancel my purchased transaction in the middle.

To cancel the transaction, a "Cancel Request" is required, but this can only be performed by the seller. If you wish to cancel for an unavoidable reason, please inform the seller and ask for a cancellation request.

However, the "Cancel Request" button will also appear on the buyer's talkroom only if all of the following conditions are met;

・The seller has not contacted you in the talkroom for more than 4 days

・The last message in the talkroom is from the buyer

How can I get refunded when I cancel the transaction?

Refunds will be processed at the same time as the cancellation at coconala and will be refunded through PayPal.

Please contact PayPal directly if you have any questions about the details of your transaction, as we are unable to check the details due to privacy protection reasons.

I have doubts about the provided service.

If the talkroom has not been closed yet

If any doubts arise after final delivery, please select "Decline" within 72 hours of the delivery confirmation.

After declining, please contact the seller with the details of your doubts in the talkroom, and discuss the matter with the seller.

If both of you agree to cancel after discussion, please ask the seller to send a cancellation request.

If talkroom has already been closed

Since you can no longer contact the seller in the talkroom, please use the message function to provide details of your doubts to the seller and discuss them.

*After the talkroom is closed, the transaction cannot be canceled. If you are unable to resolve the issue, please contact our customer support.

Other notes

Time on messages is different from my time zone.

Only Japan time (JST) is shown on coconala.

Please be careful when you have your purchase and payment due dates.

Can I communicate with the sellers outside of coconala?

No, you can't.

In order to ensure safe and secure transactions at coconala, we prohibit direct communication with other users outside the website, as well as any communication that may lead to direct contact with other users. It is also forbidden to respond to such proposals made by other users.

Specific prohibited activities are listed below;

・Direct transactions not through coconala (e.g. Phone, LINE, Facebook, Instagram, X, Zoom, Skype, Messenger, Google Meet, Microsoft Teams, etc.)

・Posting of information on sites where direct payment is possible and means of payment

・Meeting in person

・Posting of website information and means of contact for direct communication

・Communicating on web services where contactable means may be posted (e.g. Google Drive, OneDrive, Dropbox, GitHub, Canva, etc.)

Account

I’d like to delete my account.

You can delete your account from here.

Transactions for all purchased services should be completed to delete your account.