Merchant Logistics Frequently Asked Questions FAQ

Dear AliExpress sellers:

In order to better meet the big promotion, we have prepared the following FAQ for you to consult more questions in combination with the platform merchants. At the same time, you can pay attention to the following logistics section for logistics-related information:
Cainiao Logistics Information Summary AliExpress University Online Logistics Course Logistics Solution Logistics Solution Query

Catalogue:
1. Issues on delivery inspection
2. Issues on logistics solutions
3. Complaints and appeals
4. Issues in delivery operations 5. Issues
in cloud printing
6. Logistics order management
7 , Deduction and bills

1. Questions about delivery inspection

1. I have handed over the package to the collection staff, but the order shows that the collection has failed, what should I do?
A: If the package is collected within 48 hours, please wait patiently for the warehouse operation; if it has exceeded this time, you can contact the online customer service to check the package. If the package is confirmed to be lost, you can provide the collection and handover receipt and handover list at In the background of the account, a complaint about "goods" - "not put into storage after collection" is initiated.

2. My package has been returned, will the shipping cost be returned to me?
A: The freight is charged when the package is successfully shipped out of the warehouse. You can judge according to the return
of the package : if your package is returned before the successful shipment, the freight has not been deducted, and the freight will not be refunded; if the return occurs After the delivery is successful, the freight has been deducted before the delivery is successful. You can file a "Expense Category" - "Expense Dispute" complaint in the account background to apply for a refund of the freight.
At the same time, please note that the forward shipping fee will not be refunded for returned items after successful delivery.

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

4. How to check the information on the official website of the destination country post?
A: You can click on the Cainiao Logistics official website to enter the waybill number, and click under the destination country to enter the corresponding State Post official website.

2. Logistics Plan Questions

1. How to choose the route that suits your product for delivery?
A: You can enter the corresponding information on the logistics solution query tool page, and compare the shipping cost, time limit, line characteristics and other comprehensive filters to view the appropriate line. If you need to view the introduction of specific routes, you can also filter the corresponding routes on the logistics plan page, such as Cainiao Worry-Free Logistics-Standard .

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

3. How does Worry-Free Consolidation calculate the freight?
A: The free shipping conditions for the order are different according to the country's quotation and whether it is full. The final fee will be charged = forward logistics delivery fee + VAT (value-added tax) fee + other fees, (order processing fee will also be charged for top warehouses). The price calculated in the logistics plan query tool is for reference only, and the cost calculated by the above calculation formula shall prevail.

type	Seller has to pay a fee
type	Forward logistics cost	VAT (Value Added Tax) fees	other fee
Prepaid_Buyers full free shipping	Worry-Free Consolidation Standard Billing Method	The declared value recognized by the customs*5%	none
Prepaid_Buyers less than full free shipping orders	Worry-Free Consolidation Standard Billing Method	The declared value recognized by the customs*5%	delivery surcharge
COD_Buyers full free shipping	Worry-Free Consolidation Standard Billing Method	The declared value recognized by the customs*5%	COD service fee
COD_Buyers are not full of free shipping orders	Worry-Free Consolidation Standard Billing Method	The declared value recognized by the customs*5%	COD service fee + delivery surcharge

Note: The COD service fee refers to the fact that the consumer purchases goods from multiple merchants and concludes a consumer order with the merchant that includes the COD service of oil consolidation. The COD service fee will be among all participating sellers in the order. The price is capped at the top ($7) Average distribution below. The formula for each calculation is: COD service fee paid by the buyer 7USD/The total number of merchants when the buyer placed the order/**The total number of LPs that the merchant has successfully consolidated.

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

3. Complaints and appeals

1. How to initiate a logistics order complaint?
A: For an international parcel order, you can log in to your account, click "Transaction" - "International Parcel Order" to find the corresponding logistics order, and click the "Complaint" button to initiate a corresponding type of complaint.

To place a warehouse order, you can enter the Cainiao Merchant Workbench, click "Operation Center" - "Order Management" - "Transaction Order", find the corresponding order, and click the "Complaint Work Order" button to initiate a corresponding type of complaint.

2. Why can't I file a complaint?
A: A logistics order can initiate a maximum of 2 complaints, and each logistics order has a time limit for complaints. For complaints about online delivery, please refer to https://sale.aliexpress.com/zh/__pc/seller/online_dispute.htm, For complaints about worry-free logistics, please refer to https://sale.aliexpress.com/zh/__pc/seller/aliexpress_shipping_dispute.htm

3. My package has not been put into the warehouse after receiving it, what evidence do I need to provide to appeal?
A: You can initiate a complaint about the cargo category - not put into storage after the collection, and provide the collection and delivery order and the detailed list of small packages, as shown in the figure below. When the collection personnel come to the door to collect the collection, the collection personnel shall provide the merchant with the handover list, and the merchant shall provide the collection personnel with a detailed list of small packages. After confirmation by both parties, sign and write the handover date and time for retention. For the handover slip and package detail list, the merchant and the collection staff must keep a copy for subsequent audit use.
Special Note: If the merchant does not provide a detailed delivery list, the actual number of packages received by the warehouse and the tracking number shall prevail. If there are few large or small packages, the logistics provider will not be held responsible, and the complaint will be judged invalid.

4. Delivery Operation Questions
1. I have created a logistics order but what if the buyer wants to change the address?
A: The order information cannot be modified for a logistics order that has been created. You can apply to cancel the logistics order and then re-delivery and fill in a new address.

2. How do I contact the Lanshou warehouse for door-to-door pickup?
A: You can check the contact information of the corresponding warehouse on the line introduction and collection range page (such as the collection range of Wuyou standard https://gsp.aliexpress.com/apps/logistics/linedetail_29?tab=2 )

5. Cloud printing Question

1. Are there any related tutorials on cloud printing?
A: Cloud printing face sheet tutorial https://sale.aliexpress.com/zh/__pc/seller/STymj6KYcA.htm

2. What is the difference between shipping labels and cloud printing?
A: The delivery label is in the old format, with a size of 10cm X 10cm. The delivery label does not contain the recipient information, and it needs to be sent out after the warehouse is replaced. Can be sent directly without changing orders. At present, the seller can choose one of the two forms of face sheet to print and ship it.

3. What fonts are required for cloud printing? where to download?
A: Please check whether there is an "Arial Unicode MS Regular" font in the C:\Windows\Fonts directory of the operating system on your computer. If not, you can directly search and download it online.

6. Logistics order management
1. What should I do if I have created a logistics order but have not been assigned a tracking number?
Answer: If your logistics order always shows the order distribution logistics number, it is generally because the goods in your order do not meet the shipping restrictions of the line (such as weight, volume, whether it is live or not, the declared product name is not satisfied, etc.) , if the product verification does not exceed the line delivery limit, you can contact Cainiao online customer service for feedback.
If the status of your transaction order is that it has been fully shipped, you can contact the offline logistics channel to send the package;
if your transaction order has not been fully shipped, 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 Closed Processing"?
A: Within 7 working days after the logistics order is successfully created, if there is no logistics information that has been successfully collected or signed, the logistics order will be closed and processed by the platform. If your package is already in the status of "Order Closed"/"Order Closed Processing", please do not deliver it to the courier. If the package has been collected or shipped, please wait for the status update. For example, the last order status is "Order closed" and the warehouse will return the package to you.

7.
Deduction and billing 1. Why is there no billing information for deduction of freight for my logistics order?
A: After the package is successfully shipped out of the warehouse, international shipping costs and other costs will be incurred, and the system will automatically deduct the shipping costs from the Alipay account.

2. How to pay the freight for logistics orders?
A: If you bind a domestic Alipay account, the system will automatically deduct the shipping fee from the domestic Alipay account first. If the domestic Alipay account is not bound, the system will automatically deduct US dollars from the seller's international Alipay account (according to the daily exchange rate) . Please make sure that your account balance is sufficient so as not to affect the delivery.

thank you for your support!

Cainiao Logistics

Logistics freight quotation

Changes in fuel prices lead to cost fluctuations in the international express delivery industry. Fuel surcharges rise, fall or cancel with changes in fuel prices. The platform will announce next month's fuel surcharge rates at the end of each month.

Worry-free logistics and online shipping freight quotation takes effect 20211214
Worry-free centralized freight quotation effective 20210923
Preferred warehouse merchant quotation 20220107 effective
Official Overseas Warehouse Freight Quote - Local Seller Edition (Euro Quote)
Official Overseas Warehouse Freight Quote - General Edition (USD Quote) (Click here to view the specific announcement)
Official Overseas Warehouse Return Freight Quote - Local Seller Edition (Euro Quote 20211001 Effective)
Official Overseas Warehouse Return Freight Quote - General Edition (USD Quote 20211001 Effective)
Cainiao Official First Journey Merchant Quote January-2022-V1 (Click here to view the official First Journey Introduction)

AliExpress Worry-free Logistics - Priority
fuel surcharge

Rookie-DPEX
fuel surcharge

January 2022 21.0%
December 2021 21.50%
November 2021 22.50%
October 2021 20.00%
September 2021 17.00%
August 2021 18.00%
July 2021 17.50%
June 2021 17.00%
May 2021 17.00%
April 2021 16.50%
March 2021 15.00%
February 2021 14.00%
January 2021 12.50%
December 2020 11.75%
November 2020 11.5%
October 2020 12.25%
September 2020 12.00%
August 2020 11.25%
July 2020 8.75%
June 2020 8.00%
May 2020 11.00%
April 2020 15.50%
March 2020 17.75%
February 2020 18.75%
January 2020 18.25%
December 2019 17.50%
November 2019 17.75%
October 2019 17.00%
September 2019 18.00%
August 2019 17.25%
July 2019 18.50%
June 2019 18.50%
May 2019 18.00%
April 2019 18.00%
March 2019 16.00%
February 2019 15.25%
January 2019 17.25%
December 2018 19.75%
November 2018 19.5%
October 2018 17.75%

May 2020 10%
April 2020 10%
March 2020 4%

Summary of rookie online logistics lines offline (continuous update)

Recently, the platform has continuously optimized and upgraded the quality of the line. Some rookie lines have been offline. In order to ensure that your delivery logistics information is updated, the relevant announcement information is summarized as follows. You can pay attention to it in time and adjust the freight template.
Update time: September 23, 2020

1. Summary of announcements:

12) Announcement on September 18, 2020 "Notice of Adjustment of Accessible Range of Some Rookie Economic Routes" https://gsp.aliexpress.com/apps/notice/detail? spm=5261.15116022. Announcements.3.32e94edfQP8UsO¬iceId=10576&gmtCreate=1600408777000&categoryId=9999&subCategoryId=999 9

2. Specific adjustments to rookie routes:

Chinese name of line	English name of the line	line code	offline countries	Buyer's offline time	Seller's offline time
China Post Registered Package	China Post Registered Air Mail	CPAM	Russia	June 23, 2020 U.S. time	July 2, 2020 U.S. time
China Post Registered Package	China Post Registered Air Mail	CPAM	Israel
Singapore Post Registered Package	Singapore Post	SGP	Russia,
Singapore Post Registered Package	Singapore Post	SGP	Israel
Yanwen Airlines Registered Package	Special Line-YW	YANWEN_AM	Brazil
Finnish Post Registered Package	Posti Finland	ITELLA	Services in the original carrier country
Rookie Super Economy - Shunyou	SunYou Economic Air Mail	SUNYOU_ECONOMY	France	June 30, 2020 US Western Time	July 22, 2020 EST
Rookie Super Economy - Yanwen	Yanwen Economic Air Mail	YANWEN_ECONOMY	France
4PX New Postal Economy Package	4PX Singapore Post OM Pro	SGP_OMP	France
SF International Economic Package	SF Economic Air Mail	SF_EPARCEL_OM	Poland
Rookie Super Economy - Shunyou	SunYou Economic Air Mail	SUNYOU_ECONOMY	Poland
Rookie Super Economy - Yanwen	Yanwen Economic Air Mail	YANWEN_ECONOMY	Poland
4PX New Postal Economy Package	4PX Singapore Post OM Pro	SGP_OMP	Poland
rookie special line economy	Cainiao Expedited Economy	CAINIAO_EXPEDITED_ECONOMY	South Korea
China Post's ordinary small bag +	China Post Ordinary Small Packet Plus	YANWEN_JYT	South Korea
Rookie Super Economy - Shunyou	SunYou Economic Air Mail	SUNYOU_ECONOMY	South Korea
Rookie Super Economy - Yanwen	Yanwen Economic Air Mail	YANWEN_ECONOMY	South Korea
4PX New Postal Economy Package	4PX Singapore Post OM Pro	SGP_OMP	South Korea
Rookie Super Economy Global	Cainiao Super Economy Global	AE_CN_SUPER_ECONOMY_G	Brazil	/	July 1, 2020 U.S. time
Worry-free Consolidation - Saudi Arabia	Aliexpress Direct	CAINIAO_CONSOLIDATION_SA	Brazil
AliExpress Worry-free Logistics - Priority	AliExpress Premium Shipping	CAINIAO_PREMIUM	Brazil
Cainiao Special Line-Standard	Cainiao Standard For Special Goods	CAINIAO_STANDARD_SG	Brazil
AliExpress Worry-free Logistics - Simple	AliExpress Saver Shipping	CAINIAO_ECONOMY	Brazil
rookie super economy	Cainiao Super Economy Global	CAINIAO_SUPER_ECONOMY	Brazil
Rookie Special Line - Standard	Cainiao Expedited Standard	AE_CAINIAO_STANDARD	Brazil
SF International Economic Package	SF Economic Air Mail	SF_EPARCEL_OM	Canada	July 8, 2020 U.S. time	July 16, 2020 U.S. time
Singapore Post Registered Package	Singapore Post	SGP	United Kingdom	July 8, 2020 U.S. time	July 16, 2020 U.S. time
Rookie Super Economy - Shunyou	SunYou Economic Air Mail	SUNYOU_ECONOMY	Italy	July 22, 2020 EST	July 29, US Western Time
4PX New Postal Economy Package	4PX Singapore Post OM Pro	SGP_OMP	Italy	July 22, 2020 EST	July 29, US Western Time
4PX New Postal Economy Package	4PX Singapore Post OM Pro	SGP_OMP	Belgium	July 27, 2020 U.S. time	August 3, 2020 U.S. time
			Germany
			Colombia
			Mexico
			Canada
			Netherlands
			Czech Republic
			United States
			Japan
			Italy
			United Kingdom
			Israel
			Chile
Rookie Super Economy - Shunyou	SunYou Economic Air Mail	SUNYOU_ECONOMY	Belgium
			Germany
			Colombia
			Mexico
			Canada
			Netherlands
			Czech Republic
			United States
			Italy
			United Kingdom
			Israel
			Chile
Rookie Super Economy - Yanwen	Yanwen Economic Air Mail	YANWEN_ECONOMY	Belgium
			Germany
			Colombia
			Mexico
			Canada
			Netherlands
			Czech Republic
			United States
			Italy
			United Kingdom
			Israel
			Chile
China Post's ordinary small bag +	China Post Ordinary Small Packet Plus	YANWEN_JYT	Colombia
China Post's ordinary small bag +	China Post Ordinary Small Packet Plus	YANWEN_JYT	United States
Singapore Post Registered Package	Singapore Post	SGP	Brazil
			Belarus
			Belgium
			Germany
			Colombia
			South Korea
			Netherlands
			Italy
			United Kingdom
			Canada
			United States
			Mexico
			Japan
			Ukraine
			Chile
Yanwen Airlines Registered Package	Special Line-YW	YANWEN_AM	Belgium
			South Korea
			United States
			Saudi Arabia
			Israel
			Italy
			Chile
China Post Registered Package	China Post Registered Air Mail	CPAM	Belgium
			Colombia
			Netherlands
			United States
			Mexico
			Ukraine
			Italy
Yanwen Airlines Registered Package	Special Line-YW	YANWEN_AM	Spain	July 29, 2020 U.S. time	August 5, 2020 U.S. time
Singapore Post Registered Package	Singapore Post	SGP	Spain
Shunyou	SunYou	SUNYOU_RM	Spain
rookie super economy	Cainiao Super Economy Global	CAINIAO_SUPER_ECONOMY	France	September 14, 2020 U.S. time	September 21, 2020 U.S. time
rookie super economy	Cainiao Super Economy Global	CAINIAO_SUPER_ECONOMY	Poland
4PX New Postal Economy Package	4PX Singapore Post OM Pro	SGP_OMP	Lithuania
			Australia
			Slovakia
			Hungary
			Romania
			New Zealand
Rookie Super Economy - Shunyou	SunYou Economic Air Mail	SUNYOU_ECONOMY	Lithuania
			Latvia
			Hungary
			Slovakia
China Post's ordinary small bag +	China Post Ordinary Small Packet Plus	YANWEN_JYT	Mexico
China Post's ordinary small bag +	China Post Ordinary Small Packet Plus	YANWEN_JYT	Israel
Singapore Post Registered Package	Singapore Post	SGP	Netherlands
			Poland
			France
			Czech Republic
Shunyou	SunYou	SUNYOU_RM	Poland
			France
			Canada
			Czech Republic
Yanwen Airlines Registered Package	Special Line-YW	YANWEN_AM	Poland
			Canada
			Mexico
China Post Registered Package	China Post Registered Air Mail	CPAM	Poland
			Spain
			Germany
			Czech Republic
			United Kingdom
Any logistics solutions other than AliExpress Worry-Free Logistics-Standards	—	—	Turkey	September 14, 2020 U.S. time	September 21, 2020 U.S. time
Rookie Super Economy - Yanwen	Yanwen Economic Air Mail	YANWEN_ECONOMY	Guadeloupe, French Guiana, Saint Kitts and Nevis (Federated States of), Martinique, Cape Verde, Panama, Antigua, Bolivia, Guyana, Honduras, Comoros, Mauritania, Nepal, Sierra Leone, Suriname, Venezuela, Chad	September 18, 2020 U.S. time	September 18, 2020 U.S. time
Rookie Super Economy - Shunyou	SunYou Economic Air Mail	SUNYOU_ECONOMY	French Polynesia, Iraq, Papua New Guinea, Côte d'Ivoire, Mauritania, New Caledonia, Armenia, Nicaragua, Namibia, Cape Verde Islands, Zimbabwe, Seychelles, Angola, Andorra, Gibraltar, Zambia, Senegal, Malawi, Togo, Cameroon , Suriname, Mali, Guyana, Burkina Faso, Bhutan, Belize, Benin, Tajikistan, Democratic Republic of the Congo, Niger, San Marino, Madagascar, Turkmenistan, Tonga, Vanuatu, Chad, Afghanistan, Equatorial Guinea, Guinea-Bissau, Liberia, Burundi, Solomon Islands, Timor-Leste, Kiribati, Fiji
Rookie Super Economy Global	Cainiao Super Economy Global	AE_CN_SUPER_ECONOMY_G	Iraq, Côte d'Ivoire, Belize, Timor-Leste, Fiji, Guadeloupe, French Guiana, Saint Kitts and Nevis (Federated States of), Martinique, Cape Verde, Panama, Guyana, Honduras, Comoros, Mauritania, Nepal, Suriname, Venezuela, Chad, Bolivia