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Proof and Compensation Standards for Worry-Free Logistics Complaints

Proof and Compensation Standards for Worry-Free Logistics Complaints

 

1. Complaint entrance








  

2. Worry-free logistics complaint handling process

The worry-free logistics complaints generated on the AliExpress platform are handled by the AliExpress platform customer service and the rookie customer service. The complaint handling process is as follows:

(1) Merchants should initiate complaints through the system within the agreed time limit according to different complaint items. Each logistics order merchant is limited to 2 complaints opportunities. Please pay attention to choosing the correct complaint type and pay attention to the time limit for initiating complaints. You can wait patiently for the result of the complaint;

(2) After the complaint is initiated, the merchant will provide evidence through the system, and the logistics provider will feedback the processing result to the platform within 10 natural days.

(3) If the judgment of the logistics business is not established, the system will automatically help the business to initiate an appeal and promise to intervene within one working day.

If the rookie intervenes and is sentenced to the responsibility of the logistics company, the amount that should be paid to the merchant shall be determined in accordance with the following compensation standards.

 

 

special reminder:

(1) Merchants can only initiate complaints against the five types of complaints: "not in storage after solicitation", "not in storage after signing", "fee dispute", "inconsistent weight", and "inconsistent size".

(2) Other types of complaints: The buyer initiates complaints about unreceived goods (that is, goods lost/short-loaded after warehousing), damaged goods, and wrong goods to the platform. If the complaint is judged by the AliExpress platform The dispute may be a problem of logistics responsibility that is not a business issue, then the AliExpress platform will initiate a complaint to the logistics provider on behalf of the merchant. If the logistics provider is determined to be responsible after intervention, the AliExpress platform will first refund the buyer and pay the merchant in accordance with the following compensation standards . Reminder: Merchants cannot initiate the above three types of complaints. 
(3) If the merchant shipping delays behavior (from logistics from order creation of five working days within, not to transfer the package logistics business by way of self-mail or Lanshou, logistics details have not attracting success or success message sign ), if there is a dispute about unreceived goods within a time limit later (ie, the goods are lost/short-packaged after storage), the merchant will not be able to receive compensation for the corresponding complaint type in the following compensation standards, and other types of complaint compensation will not be affected. 
(4) The "dimension inconsistency" complaint type only temporarily supports the initiation of general cargo orders with a declared price of less than US$23 (inclusive) for parcels sent to the Netherlands from the "AliExpress worry-free logistics-standard".

 

 

 

3. Standards of Proof and Compensation for Worry-Free Logistics Complaints

(1) For complaints initiated by merchants to logistics providers through the system, they shall be judged in accordance with the complaint proof rules in the following table. If the complaint is established, the compensation will be directly deducted by Cainiao from the logistics service fees collected by the logistics company. Compensation costs borne by the merchant and paid to the merchant. 
(2) Worry-free logistics's compensation amount is paid in RMB, and the exchange rate between USD and RMB is based on the exchange rate of the first natural day of the month in which the compensation is generated. 
(3) Cainiao will not intervene in handling other complaints outside of this agreement, and the merchants and logistics providers will resolve them by themselves.

 

 Note: For complaints initiated by the buyer after signing for the receipt, the logistics company will not pay the compensation if the outer packaging is intact and there is no obvious evidence that it is the responsibility of the logistics company.

           

Complaint category

Main complainttype

Complaint subcategory

For example

Rules of Proof

Time limit for merchants to initiate complaints

Time Limit for Proof

Logistics provider exemptionstandards and scope

Payout amount

Counted from the creation of the logistics order

Cargo issues

Loss of storage before / fewer pieces 
(storage before lost / fewer pieces ofinitiating business)

Not warehoused after collection

The goods are lost in the process after the logistics companycollects them, and the goods are not successfully put into the warehouse.

Collection and delivery list (including the seller's contact information, the number of large packages, the weight of large packages, the number of small package tickets, the list of small package waybill numbers and the receiving warehouse), the signature of the collection personnel

Standard service 120 days

Priority service for 120 days

Simple service 120 days

72 hours

No exemption

Compensation based on the actual loss value (based on the actual transaction price of the order on the AliExpress trading platform, the platform must deduct the necessary handling fees such as payment and service)

Standard service no more than 300RMB

Priority service does not exceed 1200RMB

Simple class service not exceeding
Russia, Belarus, Ukraine: 35 RMB
Spain: 70 RMB
in other countries: 60RMB

Not in storage after signing

The goods are lost after being signed by the logistics company, and thegoods are not successfully put into the warehouse.

Domestic express delivery receipt, package quantity, package weight, etc.

Lost / short-loaded after warehousing(initiated by AliExpressplatform on behalf of the merchant)

Lost / Short-loaded after warehousing

The goods are lost after being handed over to the logistics provider or during the delivery operation

1. Merchant transaction order information, product name, number of pieces, weight 
2. Merchant complains that theconsumer did not receive the goods, and the self-collection is successful or the receipt is successful , the package is not properly delivered to the buyer's address within the promised time limit Local post office, and the service provider cannot confirm the status of the goods. 3. The delivery address causedby the logistics provider iswrong, and the parcel is not properly delivered to the local post office corresponding to the buyer's address  

4. The buyer's proof of the short package of goods

Standard service 120 days

Priority service for 120 days

Simple service 120 days

72 hours

No exemption

Compensation based on the actual loss value (based on the actual transaction price of the order on the AliExpress trading platform, the platform must deduct the necessary handling fees such as payment and service)

Standard service no more than 300RMB

Priority service does not exceed 1200RMB

Simple class service not exceeding
Russia, Belarus, Ukraine: 35 RMB
Spain: 70 RMB
in other countries: 60RMB

Damaged goods
(initiated by AliExpressplatform on behalf of the merchant)

Damaged cargo

The outer packaging of the goods is damaged or the goods are damaged in the warehouse of the logistics provideror during the distribution operation;

1. merchant transaction order information, product name, number, and not before receipt of goods damaged photos or logistics providers damage report 
2. logistics providers to provide information packet backhaul damaged

Standard service 120 days

Priority service for 120 days

Simple service 120 days

72 hours

No exemption

Outsourcing damage caused during transportation : Compensation is based on 10% of the actual value of the parcel (based on the actual transaction price of the order on the AliExpress trading platform, the platform must deduct the necessary handling fees such as payment and services) The 

maximum standard service is no more than 30RMB

Priority service does not exceed 120 RMB

The maximum simple service does not exceed 
Russia, Belarus, Ukraine:  3.5RMBSpain: 7RMB
Other countries: 6RMB

​

Inside was damaged : Due to logistics providers causes damage in the matter, according to the actual value of compensation packet (to the order in sale speed through the trading platform of the actual price as the standard, the platform should be deducted to pay the necessary fees, services, etc.)

Standard service no more than 300RMB

Priority service does not exceed 1200 RMB

Simple class service not exceeding 
Russia, Belarus, Ukraine:  35 RMB
Spain: 70 RMB
in other countries: 60RMB

Distribution errors caused by logistics providers
(initiated by theAliExpressplatform on behalf of the merchant)

Wrong shipment

The logistics providermade an error during the operation of the goods, which caused the buyer to find an error in the parcel when signing for the receipt or after signing the receipt

1. Merchant transaction order information, product name, number of pieces 
2. The buyer proves that the received goods are inconsistent with the transaction goods

Standard service 120 days

Priority service for 120 days

Simple service 120 days

72 hours

The logistics provider is exempt from liability in the case of the merchant loading the wrong goods

1. If the original packet is not found, the compensation will be based on the actual loss value (based on the actual transaction price of the order on the AliExpress trading platform, the platform must deduct the necessary handling fees such as payment and service)

Standard service no more than 300RMB

Priority service does not exceed 1200 RMB

Simple service up to no more than
Russia, Belarus, Ukraine:  35RMB
Spain: 70RMB
Other countries: 60RMB

​

Note: If the original parcel is found within 7 natural days, the logistics provider will reissue it for the buyer. 
2. If the wrongly sent parcel needs to be returned or reassigned, the logistics provider will arrange and bear the relevant expenses

Cost issues

Fee dispute
(initiated by merchant)

Weight mismatch

Worry-free logistics-simple: Thedifference between the weight of thelogistics provider and the actual weight of the goods is greater than10g, causing the merchant to pay more for the logistics cost 
Other worry-free logistics services: The difference between the weight of the logistics provider and the actual weight of the goods is greater than50g, which causes the merchant to pay more logistics costs

1. The merchant proves the weight of the goods and packaging 
2. The logistics provider provides effective and clear videos or photos when weighing; or effective weight record information during the delivery process

Standard service 60 days

Priority service for 60 days

Simple service 60 days

72 hours

Weight inconsistency: The logistics provider isresponsible, without exemption.

The logistics provider is exempt from theresponsibility for the return of the package due to the merchant’s reasons

Worry-free logistics-simple: If the difference between the weighing of Cainiao and the actual weight is greater than 10 grams , Cainiao will refund the extra freight paid by the merchant due to the difference in weight
Other worry-free logistics services: If the difference between the weighing and actual weight of Cainiao is greater than 50 grams , Cainiao will refund the additional freight paid by the merchant due to the difference in weight

Cost dispute

The logistics provider has not returned the shipping fee or the merchant has disputes about the returned shipping fee

Parcel return: 1. The merchant explains the situation of the return of the goods, and the parcel was returned for non-business reasons. 

2. The logistics companyfeedbacks that the package is overweight and oversize, and it cannot continue to be shipped. 
3. For prohibited items, logistics providers will not return them, and the AliExpress platform has the right to deal with them in accordance with relevant Chinese laws, regulations and service agreements and to hold the seller liable for breach of contract.

Standard service 120 days

Priority service for 120  days

Simple service 120 days

Returned items include: parcels containing prohibited items returned by airport security check or returned by customs; parcels returned to the transshipment warehouse from overseas. The returned parcel of theday will be returned to the transshipment warehouse as soon as possible. The refund fees for returned items are as follows: *In- warehouse returns: 100% of the shipping and registration fees will be returned. *If the package cannot be returned through the relevant security check (such as the Hong Kong airport security check), 100% of the freight and registration fee will be returned. Freight and registration fees are non-refundable for refunds that occur after the aviation security check. *If the package is returned because it cannot be imported or is rejected by the buyer, the shipping fee and registration fee will not be refunded. * If the goods are confiscated or destroyed due to the failure of the security inspection or the customs inspection, the freight and registration fee will not be refunded, and the loss of the goods will not be compensated. 
 
 
 
 
 

If the returned package needs to be returned to the merchant, the returned shipping fee shall be subject to the announcement of the logistics provider on the AliExpressplatform.

wrong size

The logistics provider has not returned the shipping fee or the merchant has disputes about the returned shipping fee

Parcel return: 1. The merchant explains the situation of the return of the goods, and the parcel was returned for non-business reasons. 

2. The logistics companyfeedbacks that the package is overweight and oversize, and it cannot continue to be shipped.
3. The logistics provider puts the same goods in the same quantity as the transaction order into the outer packaging of the package (if there is filler, please restore it together), and use a ruler to measure the length, width, and height to ensure that the degree is clear and readable.

Note: The volume of the package must be measured in a natural, flat, and uncompressed state. 

Standard service 60 days

Priority service for 60 days

Simple service 60 days

If the difference between the size measurement of the logistics provider and the actual size is greater than 3mm, the logistics provider will refund the additional freight paid by the merchant due to the difference in size measurement. The type of compensation for size inconsistency is only applicable to European countries (the definition of European countries is subject to the content of the route introduction). Please refer to The line introduction shall prevail.  


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