Transportation & Logistics Services
In order to improve the quality of transportation and logistics services, on the one hand, we will clearly agree on the delivery time, effectively guarantee the efficiency of goods transportation, reduce the uncertainty of inventory, so that the flow of goods is smoother. On the other hand, the platform has launched a cooperative logistics service, with the help of which both merchants and consumers can track the transportation track of the goods in real time and grasp the transportation status of the goods at any time, so as to ensure that the logistics process is more transparent and controllable.
On-time delivery details
1. Definition of delivery time:
The platform merchants are committed to delivering the goods within [X] working days after the successful payment of the order (except for customized products, pre-sale products, or products that are affected by force majeure factors, the delivery time of such products will be clearly marked on the product details page or order confirmation page). Working days are subject to local legal working days, excluding weekends and legal holidays.
2. Shipment Status Update:
Merchants need to upload the real and effective logistics single number in the platform system in time after the goods are sent out, and update the logistics information synchronously. The logistics information should include the real-time status of each link of goods collection, transportation, transit, delivery, etc., to ensure that buyers can query through the platform order details page at any time. If the logistics information is delayed due to the logistics service provider, the merchant should communicate with the buyer in a timely manner and explain the situation, and provide appropriate supporting materials.
3. Delayed shipment processing:
If the merchant fails to ship the goods within the promised shipping time, it is considered delayed shipment. Delayed shipments are handled as follows:
- Notification to buyers: Merchants should take the initiative to notify buyers of delayed shipment within 24 hours after the discovery of delayed shipment through the platform's built-in chat tool, SMS, etc., explaining the reasons for delayed shipment and the expected time of shipment. - Compensation measures: According to the length of delayed shipment, buyers will be compensated accordingly. Delayed shipment of 1 - 2 days, the buyer will be issued with a platform coupon of [X%] of the order amount; delayed shipment of 3 - 5 days, the buyer will be issued with a coupon of [X + Y%] of the order amount; delayed shipment of more than 5 days, in addition to the issuance of the coupon, the buyer will be given a cash compensation of [Z%] of the order amount, which will be refunded directly to the buyer's payment account.
- Platform Penalties: The platform will penalize merchants for delayed shipments. For each delayed shipment, [X] points will be deducted from the merchant's store credit score; when the cumulative deduction of credit points reaches a certain standard, the platform will take measures such as restricting the display of goods on the shelves of the merchant, lowering the search ranking, and suspending the operation of the store.
4. Special circumstances:
In the event of natural disasters, government policy adjustments, logistics industry strikes and other force majeure factors leading to the inability to ship on time, the merchant should submit relevant supporting materials to the platform in a timely manner, and in the store's home page, the product details page and the order confirmation page to notify the buyer of the announcement. After the platform audit, the merchant may not bear the responsibility of delayed delivery, but still need to be eliminated in the force majeure factors as soon as possible within three working days after the delivery.
5. Buyer complaints and feedback:
buyers who find that the merchant does not ship on time or shipment information false and other issues, you can click on the “Complaints” button on the order details page to submit a complaint to the platform. The platform will be verified and processed within 3 working days after receiving the complaint, and the results will be feedback to the buyer. Buyers can also consult the platform customer service channels at any time delivery-related issues, the platform customer service will respond within 24 hours.
6. Platform monitoring and protection:
platform has established a special delivery monitoring mechanism, regular inspection and statistical analysis of the merchant delivery. At the same time, the platform has the right to require merchants to provide delivery-related materials, such as courier face sheets, logistics track screenshots, etc., to ensure the authenticity and timeliness of the merchant delivery. If the merchant has malicious false shipment behavior, the platform will take severe penalties, including but not limited to the deduction of all deposits, termination of the cooperation agreement, and the relevant information will be reported to the industry credit regulators.