in order to support businesses to cope with the new coronavirus epidemic and resume production and operation in more sufficient time, the platform recently issued the "six guarantees" policy to help fight the epidemic in the same boat, and the specific detailed policy announcement can be found here. as the epidemic changes to better help merchants build confidence in delivery, reduce logistics risks, ensure logistics timeliness, and ultimately achieve consumers to quickly receive high-quality goods, the platform has once again comprehensively upgraded policy guarantees to fight the epidemic with merchants.
【logistics heavy upgrade】logistics
guarantee policy first, logistics basic guarantee
due to the impact of the epidemic on the logistics capacity and supply chain production in some regions, the platform has issued a logistics guarantee explanation based on the issues that everyone cares about, and the specific detailed policy content can be clicked [logistics announcement] platform logistics guarantee under the new crown epidemic.
second, logistics upgrade support
some merchants are worried that the epidemic will cause the situation that goods and money are empty after delivery, for merchants who use worry-free standard delivery from february 1 to march 31, the platform will cooperate with cainiao to provide comprehensive protection for customs returns or destruction caused by the new coronavirus epidemic, and the specific protection policies are as follows:
1. scope of application: 00:00 beijing time on february 1, 2020 to march 31, 23, 2020 : goods ordered from 59:59 onwards that are declared to be shipped and shipped using the worry-free standard line will be protected.
2. guarantee content: the customs of the destination country will issue relevant documents to confirm that the worry-free standard
goods refuse to enter the country or destroy the goods on the spot due to the reasons related to the "new coronavirus epidemic", and the platform will pay compensation, and the specific guarantee description is as follows: (1) the goods arrive in the destination country and immediately repatriate to the country of origin: cainiao pays the worry-free standard freight paid by the merchant (that is, the forward delivery fee displayed on the detail page of the international parcel order) and aliexpress bears the corresponding return costs.
(2) the goods arrive in the destination country and are destroyed on the spot by the customs of the destination country: aliexpress will pay the order worry-free standard freight and the declared amount of the corresponding goods (not more than the order amount).
(3) if the goods are not subject to customs clearance or destruction due to the quality of the goods, buyer's refusal, intellectual property infringement, under-reporting, etc., which are not caused by the "new coronavirus epidemic", they are not covered by compensation.
3. service experience guarantee
in order to ensure that consumers' service experience of merchants under the new coronavirus epidemic is not affected, during the epidemic period, the platform will work with cainiao to provide all-round protection for the logistics experience of buyers caused by the epidemic, and aliexpress will face difficulties together with every merchant to ensure that the consumer experience is not degraded and to ensure that the merchant provides the greatest support. in 2020, aliexpress continues to be with merchants!
if it is necessary to adjust the policy according to the epidemic situation, the platform will notify you in
advance. thank you for your support of aliexpress and wish all your staff and families a happy, healthy and prosperous new year!
LOGISTICS ASSURANCE POLICY RELATED FAQ
Q: Under what circumstances can I get paid?
A: For goods that declare the shipment of a transaction order and are transported using the worry-free standard service from 0:00:00 on February 1, 2020 to 23:59:59 on March 31, 2020, you can be compensated according to our procedures (as mentioned in the Q&A below) when the customs of the destination country causes the goods to be returned or destroyed on the spot for reasons related to the "novel coronavirus epidemic".
Q: How do I know the reasons for the country of destination to be identified as "novel coronavirus epidemic"?
How is it defined as a "novel coronavirus outbreak"?
A: Since COVID-19 was listed by the World Health Organization as a "Public Health Emergency of International Concern" (PHEIC), at present, governments have not given any official documents and instructions to explicitly return or destroy goods from China, but there is no guarantee that such a situation will occur at the time of actual entry; therefore, if a problem occurs after the goods arrive at the customs of the destination country, The platform will notify you of this side through the station letter or email, etc., and it is recommended that you pay attention in time.
Q: What is the specific process for paying benefits?
A: When it is identified as the cause of the "novel coronavirus epidemic", the platform will send a unified notification.
1. The goods arrive in the destination country and immediately repatriate to the country of origin: you can find the corresponding logistics order through the international packet order interface, click The complaint - select [Fee Question] - Cost dispute, the platform will pay the worry-free standard freight paid by the merchant, that is, the forward delivery fee seen on the international parcel order details page.
2. The goods arrive at the destination country and are destroyed by the customs of the destination country on the spot: In this case, please wait for the dispute to be paid, and after the buyer initiates the dispute, the platform will pay the standard freight of the order and the declared amount of the corresponding goods (not more than the order amount).
Q: Under what circumstances do I not receive
compensation?
A: If the goods are withdrawn or destroyed by customs due to the quality of the goods, buyer refusal, intellectual property infringement, under-reporting, etc., which are not caused by the "novel coronavirus epidemic", you will not be able to obtain compensation.
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