FREQUENTLY ASKED QUESTIONS ABOUT MERCHANT LOGISTICS FAQ

 FREQUENTLY ASKED QUESTIONS ABOUT MERCHANT LOGISTICS FAQ

Dear AliExpress sellers,

In order to better welcome the promotion and combine the more questions consulted by platform merchants, we have prepared the following FAQs for your reference. At the same time, you can pay attention to the following logistics sections to learn about logistics-related information:
       Cainiao Logistics Information Summary AliExpress Online Logistics Course Logistics Solutions Logistics Solution Inquiry


Table of Contents:
I. Shipment check problem
II. Logistics Program Issues
III. Complaints and Complaints
IV. Shipping operation problems
V. Cloud printing problems
VI. Logistics Order Management
VII. Charges and bills

I. Shipment check problem 

1. I have handed over the package to the collection personnel, but what if the order shows that the collection fails?
Answer: If you wait patiently for the warehouse operation within 48 hours after the package is collected; if this time has been exceeded, you can contact online customer service to check the file. If the package is confirmed to be lost, you can provide the collection handover receipt and handover list to initiate a "goods" - "not warehousing" complaint in the background of the account.

2. My package has been returned. Will the freight be returned to me?
Answer: Freight is charged when the package is successfully released from the warehouse. You can judge according to the return of the package:
If your package return occurs before successful delivery, the freight has not been deducted and does not involve freight refund; if the return occurs after successful delivery, the freight has been deducted. You can initiate a "fee category" - "fee dispute" complaint in the background of the account to request a freight refund.
At the same time, please note that the return will occur after successful delivery, and the forward freight will not be refunded.

3. How to check the progress of the package?
You can click here to enter the waybill number to verify the status of the package.

4. How to inquire about the official website information of the destination country?
Answer: You can click the official website of Cainiao Logistics to enter the waybill number, and click below the destination country to enter the official website of the corresponding postal service.


II. Logistics Program Issues

1. How to choose the line suitable for your own product to deliver the goods?
Answer: You can enter the corresponding information on the logistics scheme inquiry tool page to compare freight, timeliness, line characteristics and other comprehensive screening to view the appropriate line. If you need to view the specific route introduction, you can also filter the corresponding route through the logistics plan page, such as Cainiao Worry-Free Logistics-Standard.

2. How to check the freight quotation?
Answer: You can view the quotation on the "Line Introduction" - "Shipment Scope and Price" page of each line, and you can also click "Download Quote"

3. How to calculate the freight for worry-free centralized transportation?
Answer: The order varies according to the national quotation and whether it is full or not, and the final fee is charged = forward logistics distribution fee + VAT (VAT) fee + other fees, (the top warehouse also needs to charge an order processing fee). The price calculated in the logistics scheme inquiry tool is for reference only, and the final calculation of the calculation formula is subject to the above calculation.

type	The seller has to pay a fee.
	Forward logistics costs	VAT FEE	other expenses
Prepaid_Buyer's full free shipping order	Worry-free centralized transportation standard billing method	Declaration value determined by customs *5%	none
Prepaid_Buyer's unfulfilled free shipping order	Worry-free centralized transportation standard billing method	Declaration value determined by customs *5%	Delivery surcharge
COD_Buyer's full free shipping order	Worry-free centralized transportation standard billing method	Declaration value determined by customs *5%	COD service fee
COD_Buyer's unfulfilled free shipping order	Worry-free centralized transportation standard billing method	Declaration value determined by customs *5%	COD service fee + delivery surcharge

Note: COD service fee refers to the consumer purchase of goods from multiple merchants and concludes a consumer order containing COD services for oil concentivery, and the COD service fee will be shared equally among all sellers participating in the order under a ceiling quotation (USD $7). Each calculation formula is: COD service fee paid by the buyer 7 USD / Total number of merchants at the time of placing an order /** Total number of LPs successfully transported by the merchant

4. Can my products issue worry-free standards?
Answer: For the restrictions of worry-free standards, please refer to the line introduction and delivery restrictions page: https://gsp.aliexpress.com/apps/logistics/linedetail_29? tab=4

III. Complaints and Complaints

1. How to initiate a logistics order complaint?
Answer: For orders for international package, you can log in to your account, click "Transaction" - "International Package Order" to find the corresponding logistics order, and click the "Complaint" button to initiate the corresponding type of complaint.

You can enter the Cainiao merchant workbench to issue orders, click "Operation Center" - "Order Management" - "Transaction Order", find the corresponding order, and click the "Complaint Ticket" button to initiate the corresponding type of complaint.


2. Why can't I file a complaint?
Answer: A logistics order can initiate up to 2 complaints, and each logistics order has a complaint time limit. For online shipping-related complaints, please refer to https://sale.aliexpress.com/zh/__pc/seller/online_disput e.htm, for Worry-free logistics-related complaints, please refer to https://sale.aliexpress.com/en/__pc/seller/aliexpress_shipping_dispute.htm

3. My package has not been warehousing since it was collected. What vouchers do I need to provide to appeal?
Answer: You can initiate a complaint about not being warehousing after collection, and provide a detailed list of collection handovers and small packages. Please refer to the figure below. When the collector comes to collect, the collector needs to provide the handover form to the merchant, and the merchant needs to provide the collector with a detailed list of small packages. After confirmation, both parties sign and write down the handover date and time for retention. For the handover form and package detailed list, the merchant and the collector must each keep one for subsequent review and use.
Note: If the merchant does not provide a detailed list of handovers, the actual number of packages received by the warehouse and the order number shall prevail. If there are fewer large, medium and small packages, the logistics provider will not be liable, and the complaint will be ruled not established.


IV. Shipping operation problems
1. I have created a logistics order, but what if the buyer wants to change the address?
Answer: The created logistics order cannot modify the order information. You can apply for cancellation of the logistics order and reship and fill in the new address.

2. How can I contact the collection warehouse to collect?
Answer: You can check the contact information of the corresponding warehouse on the line introduction collection scope page (such as worry-free standard collection scope https://gsp.aliexpress.com/apps/logistics/linedetail_29? tab=2)

V. Cloud printing problems

1. Is there any tutorial related to cloud printing?
Answer: Cloud Printing Sheet Tutorial https://sale.aliexpress.com/zh/__pc/seller/STymj6KYcA.htm

2. What is the difference between shipping labels and cloud printing?
Answer: The shipping label is in the old format, and the size is 10cm X 10cm. The shipping label does not contain the recipient's information, which needs to be sent out after the warehouse changes the order; the cloud printed sheet is in the upgraded sheet format, and the size requirement is 10cm X 15cm, which can be sent directly without changing the order. At present, sellers can choose one of the two forms of sheet printing and shipping.

3. What fonts are required for cloud printing sheet? Where can I download it?
Answer: Check whether there is a "Arial Unicode MS General" font in the operating system C:\Windows\Fonts directory in the computer. If not, you can search and download it directly on the Internet.

VI. Logistics Order Management
1. What should I do if I have created a logistics order but have not been assigned to the waybill number?
Answer: If your logistics order has always been displayed in the order allocation logistics order number, generally speaking, it is because the goods in your order do not meet the delivery limit of the line (such as weight, volume, whether it is charged or not, the declared product name is not satisfied, etc.). If the goods are verified that the delivery limit is not exceeded, you can contact Cainiao online customer service for feedback.
If the status of your transaction order has been shipped in full, you can contact the offline logistics channel to send the package;
If your transaction order has not been shipped in full, you can recreate the logistics order and deliver it to the warehouse in time.

2. Why does my logistics order show "Order Closed" or "Order Closure Processing"?
Answer: 7 working days after the successful creation of the logistics order, if there is no successful collection or successful signing of logistics information, the logistics order will be closed by the platform. If your package is already in the "Order Closed" / "Order Closed Processing", please do not deliver it to the logistics provider again. If the package has been collected or sent, please wait for the status to update. If the order status is finally "Order Closed", the warehouse will return the package to you.

VII. Charges and bills
1. Why hasn't my logistics order charged the billing information?
Answer: After the package is successfully released from the warehouse, international freight and other fees will be automatically deducted from the Alipay account.

2. How to pay the freight for logistics orders?
Answer: If you are bound to a domestic Alipay account, the system will automatically deduct freight from the domestic Alipay account first. If you are not bound to a domestic Alipay account, the system will automatically deduct US dollars from the seller's international Alipay account (conducted according to the daily exchange rate). Please make sure that the account balance is sufficient to avoid affecting the shipment.



Thank you for your support!

 

 

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