Online delivery complaints and compensation standards

 

Online delivery complaints and compensation standards

[Remind] Only the following online shipping lines support online complaints:

1. China Post Registered Package
2. China Post's ordinary small bag +
3. 4PX new mail registered package
4. 4PX New Postal Economy Package
5. Yanwen Airlines Registered Package
6. Rookie Super Economy - Yanwen
7. Rookie Super Economy - Shunyou
8. SF International Economic Package
9. rookie super economy
10. Cainiao Special Line - Super Economy
11. Rookie Special Line - Simple
12. rookie special line economy
13. Cainiao Special Line-Standard
14. rookie bag special line
15. Rookie Super Economy Global
16. Rookie Special Line - Standard Fast
 

I. Complaint entrance

II. Complaint handling process

Online delivery complaints generated on AliExpress platform are handled by Cainiao customer service. The complaint handling process is as follows:
(1) Merchants should file complaints to the logistics provider through the corresponding time limit within the agreed period according to different complaint items. Each logistics order merchant is limited to 2 complaint opportunities. Please pay attention to choosing the correct complaint type and pay attention to the time limit for the complaint. After initiating, you can wait patiently for the complaint result. ;
(2) Within 10 natural days when the complaint is initiated, the logistics provider shall feedback the processing results to the platform; if no agreement is reached within 10 natural days, the merchant can initiate an appeal online. The appeal is valid for 15 days, and the rookie promises to intervene within one working day.
(3) For complaints filed by buyers after signing for them, the logistics provider will not pay compensation under the premise that the outer packaging is intact and there is no obvious evidence that it is the responsibility of the logistics provider.

III. Complaints and compensation standards

(1) For complaints initiated by merchants to logistics providers through the system, the liability shall be determined in accordance with the complaint and evidence rules in the table below. If the complaint is established, the compensation shall be directly deducted from the corresponding compensation expenses borne by the logistics provider and paid to the merchant in the logistics service fee.
(2) The compensation amount of all logistics lines is paid in RMB, and the exchange rate between the US dollar and RMB is subject to the exchange rate on the first natural day of the month in which the compensation is generated.
(3) There are differences in the compensation standards of each logistics line. Please refer to the line introduction for specific standards.
(4) Only rookie special line economy and rookie special line-super economy (European direction) support launching "size discrepancies" complaints, and the rest of the lines do not support it.
(5) For other complaints other than this agreement, Cainiao will not intervene and shall be resolved by the merchant and the logistics provider themselves.

Type of main complaint	Time limit for merchants to file complaints (starting from the creation of logistics orders)	give an example.	Rules of proof	statute of limitations for proof	Disclaimer criteria and scope	amount of compensation
Lost/short shipment	one hundred and twenty days	The goods were lost in the logistics warehouse or distribution operation.	1. Merchant transaction order information, product name, number of pieces, weight 2. The merchant complains that the consumer has not received the goods, and the package is collected/signed for, the package has not been properly delivered to the local post office corresponding to the buyer's address, and the service provider cannot confirm the status of the goods (for economic small packages, please refer to the distribution commitment in the introduction of the corresponding logistics line) 3. The shipping address caused by the logistics provider was wrong, and the package was not properly delivered to the local post office corresponding to the buyer's address. 4. Consumer-side proof of short-loading of goods 5. Valid collection and handover receipts or self-sending warehouses are valid on the merchant side, etc.	seventy-two hours	no exemption	According to the actual loss value compensation (based on the actual transaction price of the order at AliExpress), the upper limit of compensation for each line is as follows: 1) China Post Registered Package: 300 yuan 2) China Post's ordinary package +: no more than the maximum order amount that can be used 3) 4PX new mail registered package: 300 yuan 4) 4PX New Postal Economy Package: 300 yuan 5) Yanwen Airlines Registered Package: 300 yuan 6) Rookie Super Economy - Yanwen: 300 yuan 7) SF International Economic Package: 300 yuan 8) Rookie Super Economy - Shunyou: 300 yuan 9) Rookie Super Economy: Russian to 14 yuan / European to 35 yuan / Other 35 yuan 10) Rookie Special Line-Super Economy: Russian 14 yuan/European 35 yuan 11) Cainiao Special Line - Simple: 35 yuan 12) Rookie Special Line Economy: 35 yuan 13) Rookie Special Line - Standard: 300 yuan 14) Rookie bag special line: 800 yuan 15) Rookie Super Economy Global: 35 yuan 16) Cainiao Special Line - Standard Fast: 300 yuan
broken goods	one hundred and twenty days	The outer packaging of the goods is damaged or the goods are damaged during the logistics warehouse or distribution operation.	1. Merchant transaction order information, product name, number of pieces, and photos of damaged goods before signing for receipt 2. The logistics provider provides information about the damaged package.	seventy-two hours	no exemption	Outsourcing damage: 10% compensation based on the actual value of the package (based on the actual transaction price of the order at AliExpress) 1) China Post Registered Package: 30 yuan 2) China Post's usual package +: no more than 10% of the maximum order amount that can be used 3) 4PX new mail registered package: 30 yuan 4) 4PX New Postal Economy Package: 30 yuan 5) Yanwen Airlines Registered Package: 30 yuan 6) Rookie Super Economy - Yanwen: 30 yuan 7) SF International Economic Package: 30 yuan 8) Rookie Super Economy - Shunyou: 30 yuan 9) Cainiao Special Line - Simple: 3.5 yuan 10) Cainiao Special Line - Standard: 30 yuan 11) Rookie bag special line: 80 yuan 12) Cainiao Special Line - Standard Fast: 30 yuan Damaged contents: Damaged materials caused by logistics providers shall be compensated according to the actual value of the package (based on the actual transaction price of the order at AliExpress) 1) China Post Registered Package: 300 yuan 2) China Post's ordinary package +: no more than the maximum order amount that can be used 3) 4PX new mail registered package: 300 yuan 4) 4PX New Postal Economy Package: 300 yuan 5) Yanwen Airlines Registered Package: 300 yuan 6) Rookie Super Economy - Yanwen: 300 yuan 7) SF International Economic Package: 300 yuan 8) Rookie Super Economy - Shunyou: 300 yuan 9) Rookie Special Line - Simple: 35 yuan 10) Cainiao Special Line - Standard: 300 yuan 11) Rookie bag special line: 800 yuan 12) Cainiao Special Line - Standard Fast: 300 yuan
Distribution errors caused by logistics provider reasons	one hundred and twenty days	The logistics provider made an error in the operation of the goods, resulting in the buyer's fault when signing for it, or after signing for it.	1. Merchant transaction order information, product name, number of pieces 2. Consumer proof that the goods received do not match the goods traded.	seventy-two hours	no exemption	1. If the original package is not found, compensation shall be made according to the actual loss value (based on the actual transaction price of the order at AliExpress) 1) China Post Registered Package: 300 yuan 2) China Post's ordinary package +: no more than the maximum order amount that can be used 3) 4PX new mail registered package: 300 yuan 4) 4PX New Postal Economy Package: 300 yuan 5) Yanwen Airlines Registered Package: 300 yuan 6) Rookie Super Economy - Yanwen: 300 yuan 7) SF International Economic Package: 300 yuan 8) Rookie Super Economy - Shunyou: 300 yuan 9) Rookie Special Line - Simple: 35 yuan 10) Cainiao Special Line - Standard: 300 yuan 11) Rookie bag special line: 800 yuan 12) Cainiao Special Line - Standard Fast: 300 yuan 2. If the wrong package needs to be returned or reassigned, it shall be arranged by the logistics provider and bear the relevant expenses.
Fee dispute	sixty days	1. Weight does not match: the difference between the logistics provider's weighing and the actual weight of the goods is greater than 50g (economic logistics is 10g), resulting in merchants paying more logistics fees.	Weight does not match: 1. Merchant's proof of goods and packaging weight 2. The logistics provider provides valid and clear videos or photos when weighing; or valid weight recording information during distribution.	seventy-two hours	Weight does not match: logistics provider liability, no exemption The logistics provider is exempt from liability for the return of parcels caused by merchant reasons. Size discrepancy: logistics provider liability, no exemption	Weight does not match: 1. Standard logistics: the difference between weighing and actual weight is greater than 50g, and the logistics provider will compensate the seller for the additional freight paid by the seller due to the difference in weight; 2. Economic logistics: If the difference between weighing and actual weight is greater than 10 grams, the logistics provider will compensate the seller for the additional freight paid by the seller due to the difference in weight;
	one hundred and twenty days	2. The logistics provider has not returned the freight or the merchant has disputed the refunded freight.	Package return: 1. The merchant explained the return of the goods, and the relevant evidence of the return of the package for non-merchant reasons 2. Logistics provider feedbacks the information of overweight and overvolume packages			1. Handle according to the return terms of each line. Please refer to the return terms of the line introduction. * If the returned package needs to be returned to the merchant, the returned freight fee shall be subject to the logistics provider's publicity on AliExpress platform.
	sixty days	3. Size does not match (Rookie Special Line Economy only, Rookie Special Line-Super Economy (European Direction) Support this complaint type)	Three pictures of the merchant's proof package restoration size: 1. For the outer packaging of the package, use a ruler to measure the length, width and height to ensure that the degree is clear and readable. 2. For the same goods consistent with the number of transaction orders, use a ruler to measure the length, width and height to ensure that the degree is clear and readable. 3. For the same goods that will be consistent with the number of transaction orders, put the outer packaging of the package (if there is filler, please restore and load together), and use the ruler to measure the length, width and height to ensure that the degree is clear and readable. Note: The volume of the package needs to be measured in a natural, flat and uncompressed state.			If the difference between the size measurement and the actual size of the logistics provider is greater than 3mm, the logistics provider will refund the additional freight paid by the merchant due to the difference in size measurement.