Risk prevention of non-receipt of goods disputes

 Risk prevention of non-receipt of goods disputes

• Key points:

  The logistics line (channel and time-limited arrival time) selected by the buyer's order, the logistics line selected by the merchant's actual delivery (channel time-limited arrival, compensation scenario, compensation ceiling, whether the return scenario supports return), and the return strategy set by the delivery are all whether the capital loss will occur after the order has a dispute over the receipt of goods. The key. Freight templates and shipping logistics must be carefully selected!!!

  Please pay attention to the adjustment of worry-free compensation standard on July 2020.

  In the daily unreceived goods disputes and appeals consultation, the platform often receives some merchants who do not understand the logistics routes and rules because they do not respond to disputes in time, thus causing some problems when operating delivery and handling subsequent disputes. We have summarized some scenarios and hope that merchants can predict risks before disputes arise. , avoid these improper operations in advance that lead to later capital losses.

  Scenario 1: The merchant's timeout failed to respond to the dispute during the negotiation stage, resulting in refund

  Dispute process: After the buyer files a dispute, the seller is requested to accept or reject the dispute raised by the buyer within 5 days after the buyer files a dispute. If the dispute is overdue, the system will automatically execute according to the refund amount proposed by the buyer. For more information, click here to view.

  For example: Daily transaction management completely relies on order notification emails, believing that you don't need to pay attention to the dispute list if you don't see email notifications; the deadline for 5-day response is on weekends, or the platform does not officially inform the holidays that the response period will be postponed. If you don't miss the response during your own working hours, you will ask the platform to pay compensation.

  At present, the platform does not pay compensation for orders with outdated due time and no response to refunds during the negotiation period of 5 calendar days.

  Suggestion: Order notification email is used as an accessibility function (there is a probability problem of delivery of email notification), and the order and dispute list is the main page of the merchant's daily handling of order transaction problems. Merchants need to pay more attention to the order situation on this page on their daily basis. Merchants with fewer orders try to develop the habit of checking every day; merchants with more orders can also pay attention to whether the third-party tools have relevant lifting or countdown reminders when processing orders in batches with third-party tools.

  Regarding holidays, at present, it generally involves the Spring Festival or National Day holiday, and there will be merchant announcements for relevant businesses. For short-term holidays, disputes have a response period of 5 calendar days. Please do not wait until the last day to operate.

  Scenario 2: Make up the price difference and place an order

  Dispute process: Platform order disputes are handled in independent order dimensions. When the goods dispute is not received, it is based on the waybill logistics information filled in by the merchant in the order declaration.

  For example: The buyer placed an order A 15USD. Due to various reasons, the price difference needed to be made up. The merchant guided the buyer to place a new order B 5USD. Order A filled in the Worry-free waybill number LA. LA did not actually operate the delivery. Order B actually operated worry-free delivery, and the waybill number LB. Later, the buyer did not receive the goods and submitted a dispute in Order A. The platform directly intervened in the non-merchant response stage to deal with the dispute according to the logistics information of Order A. A did not deliver the goods, so the dispute will refund the buyer. At this time, because there is no worry about the delivery, it will be no compensation.

  At this time, if the buyer also submits a dispute over the unreceived goods on order B, and the logistics is actually not properly invested within a limited time. At this time, the dispute refund buyer, the platform will launch a worry-free compensation complaint on behalf of the merchant. However, at this time, according to the compensation standard of worry-free logistics, orders that do not exceed the upper limit of the line are paid according to the amount of this order. Therefore, the compensation will not exceed the amount of USD for order B. Such operations will cause loss of capital.

  Current handling: When handling disputes over unreceived goods, it is mainly based on the waybill information filled in by the merchant when the order is declared to deliver the goods.

  Suggestion: It is recommended that merchants check the product freight and other information regularly to avoid such problems after placing an order. If it has been generated, you can negotiate with the buyer. After reaching a consensus, place an order according to the agreement, and fill in the logistics order number according to the real delivery information on the new order.

  Scenario 3: Reissue or change the waybill

  Dispute process: The logistics order number can be changed in the system within 10 days after the order is declared to be shipped. The dispute is handled according to the logistics information filled in by the merchant in the order is declared to be shipped. Time-limited arrival is generally calculated according to the promised delivery time of choosing the logistics line when the buyer places an order.

  For example: Merchant order C operated online delivery on May 1st and filled in the delivery notice. After declaring the delivery, the merchant found that the logistics information had not been updated on 5.8 days. After contacting the logistics, he verified that the package was collected and not warehousing. At this time, the merchant reoperated the delivery on 5.9 and left a message to the buyer on IM saying that the waybill number had been changed. After the time limit expired, the package was not properly delivered, and the buyer submitted a dispute. The dispute will be judged according to the waybill for the declared delivery.

  Current processing: The order system has a place to formally submit the waybill information. The information noted elsewhere such as IM session and order message is not the basis for the dispute judgment. If the waybill is not updated in the effective place where the delivery is stated, the dispute is not evidenced in the dispute settlement stage or directly handled by the merchant on the 4pl platform. This information is not available. The appeal also does not support this scenario.

  Suggestion: If the waybill is replaced, the merchant must go to the system to update the waybill number in time within the time limit for the waybill replacement supported by the system. If the replacement system cannot be updated after 10 days, it is recommended to contact the buyer for consultation before placing a new order and re-delivery.

  Scenario 4: Return Strategy

  Dispute process: When the order ships, the merchant will choose the return strategy of the undeliverable scenario, return/destroy. Returned lines are supported. If the merchant chooses destruction when shipping or some lines themselves do not support return (return strategy is only destruction). Encountering problems such as terminal delivery failure, the order is mentioned and the goods are not received. At this time, the refund amount of the buyer = the order payment amount - the order actually pays freight, and the merchant will lose money if the goods are destroyed.

  For example:

  

  

  Currently dealing with:

  Dispute handling mainly refers to the latest node information of logistics and the dispute handling rules for the return of dispute parcels.
  
  Q: The logistics shows that the original package is returned. What should I do?
  

  1) Generally speaking, the return reason will be displayed in the logistics details; if it is not clearly marked in the logistics details, after getting the return, you can check the corresponding return reason marked on the package.
  
  Packages may be returned for the following reasons:

  
  a. If the package is returned due to buyer's reasons, the platform will compensate you for the freight (Note: the freight set on the order page shall prevail, and free shipping orders will not be compensated).
  

  b. If the package is returned due to logistics reasons, if it is shipped through Worry-free Logistics, please provide the voucher issued by the logistics provider (non-required goods forwarders). After verification, we will apply for compensation according to the worry-free standard; if the goods are delivered through other channels, please contact the corresponding logistics provider for processing;
  

  c. The package is returned due to the seller's reasons, and the seller shall bear the loss of capital.

  
  
  2) Why has the arbitration refunded the package on the way back? What should I do if I haven't received the returned package yet?

  
  Due to long-distance international transportation, the return time of the package will be relatively long. At present, the return time of the package is still on the way. Please wait patiently.

  
  Since the goods were returned to you and the buyer did not receive the goods, the arbitration refunded the buyer first. If you have any other problems when you receive the goods later, you can contact Xiaohe to deal with them.
  

  
  3) The returned goods have not been received yet. Where is the return?

  
  Due to long-distance international transportation, parcel transportation will take a long time. You can check the logistics information of global rookies or contact rookies to confirm the specific location of the return. If it has been returned to China, please contact the logistics provider to pick it up.

  Logistics lines, worry-free related non-delivery service instructions, click here to learn about it. Click here to learn about other online delivery logistics routes. If it is shipped offline, the merchant should confirm with the logistics provider he contacted.

  Suggestion: When setting up the freight template, merchants should clearly understand the relevant return strategy, compensation limit, refund fee and other relevant information. Try to estimate the cost and possible capital loss in advance, and set the product price reasonably. Choose a logistics line that matches the value of the goods, and choose the return strategy and logistics line according to the actual situation. Avoid problems caused by the return or mis-selection of destruction after the order has been shipped to the dispute.

  Scenario 5: Time-limited delivery of disputes and limited-time delivery of logistics complaints

  Dispute process: The dispute is reached within a limited time, which is calculated from the merchant filling in the AliExpress order and confirming the delivery. The time limit of logistics time limit complaints is generally calculated from the successful collection.

  For example: Order E, waybill number LE, AliExpress order system states that the delivery time is 2020.3.1, and the logistics line and the merchant freight template set the same time limit, both of which are 60 days. The online information that has been successfully operated for delivery and logistics collection is on 2020.3.5. The waybill LE is also shown in transit. There has been no update record since April. On May 1, 2020, it did not arrive at the delivery or attempt to deliver the information. The buyer submitted a dispute. At this time, the dispute judgment was refunded by the buyer because it exceeded the promised time limit of the waybill. After the dispute is closed, the logistics information will be updated on 2020.5.3 to show that it arrives for collection. At this time, the merchant complains about the logistics overtime delivery, and generally the complaint will not be successful, because from the successful collection to the proper delivery calculation, it is still within the delivery time promised by the logistics.

  At present, the handling: under the condition that the starting point is consistent within a limited time, the logistics exceeds the delivery time limit, the dispute refunds the buyer, and the logistics compensates the merchant in accordance with the line rules. However, if the collection operation is later than the declared delivery time, and there is a case like this, the logistics will not compensate, and the merchant will have capital loss.

  Suggestion: After you declare the delivery, the buyer also pays attention to the arrival time according to the declaration he sees and the time limit. Therefore, please operate the delivery in a timely and real manner, minimize the difference between declared delivery and collection, and reduce the possibility of such special circumstances.

  Scenario 6: Logistics compensation

  6.1 Logistics complaint scenarios and initiators of complaints:

  Types of logistics problems	AliExpress initiates compensation scenarios on behalf of logistics problems	Scenarios in which merchants initiate logistics complaints by themselves	specific instructions
  Worry-free (worry-free first, standard, simple)	"Lost/short loading after warehousing", "broken goods", "distribution errors caused by logistics provider reasons"	"Not warehousing after collection", "Not warehousing after signing for", "Fees dispute", "Weight discrepancy", "Dimension discrepancy"	https://sale.aliexpress.com/en/__pc/seller/aliexpress_shipping_dispute.htm
  Other online delivery (non-worry-free priority, standard, simple and external online delivery)	—	"Receipt Delay", "Lost/short-loaded Goods", "Lost Goods Damage", "Distribution Error Caused by Logistics Provider Reason", "Fees Dispute"	https://sale.aliexpress.com/en/__pc/seller/online_dispute.htm
  Offline shipping	—	Merchants and logistics providers handle by themselves.	none
  Unable to deliver a return (see instructions for specific lines)	—	"Lost/Lessed Return (Dedicate Country Customs Clearance Failed) & (Dedicate Country Customs Clearance Completed)", "Return Damaged (Dedicate Country Customs Clearance Failure) & (Dedicate Country Customs Clearance Completed), "Overseas Return Error"	https://sale.aliexpress.com/en/__pc/seller/undelivered.htm

  6.2 Frequently Asked Questions about Worry-free Compensation:

  6.2.1 Maximum compensation: Each line has its own compensation conditions and compensation amount. Take the worry-free standard as an example:

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

  1. The maximum compensation for logistics order parcels in Russia, Spain, France, Chile and the Netherlands shall not exceed 800RMB;

  2. If the logistics order package contains "Phones & Telecommunications" > Mobile Phones (mobile phone" goods, the maximum compensation for the logistics order package shall not exceed 800RMB;

  3. In addition to the above two points, the compensation standard is updated to: a single logistics order parcel up to 300RMB, priority services up to 1200RMB, up to 1,200RMB for self-pickup services, and simple services up to 35RMB

  That is, logistics is the payment of the package dimension of the waybill. If the order is shipped using worry-free standard and the order that does not exceed the upper limit of logistics compensation is applied for compensation according to the order amount, and if the upper limit of logistics compensation is exceeded, it is paid according to the upper limit. Worry-free platform disputes only initiate logistics complaints on behalf of merchants. Compensation is the rule of logistics lines. Dispute complaints do not accept the upper limit of logistics compensation. If your order value exceeds 300RMB, which is not in the above five countries and mobile phone categories, and there is a problem that needs logistics compensation, then it is not suitable to ship with worry-free standards.

  6.2.2 Parcel return: The logistics website does not show Return. Why is the dispute closed and the logistics complaint is not initiated on behalf of the package return?

  If there is a delivery failure/abnormality at the end of the destination country, then the package is generally returned/destructed according to the delivery strategy, so when the following node appears, it will be considered that the package will follow the return strategy. At this time, the return process will not be launched when the dispute is closed.

  

  Note: The dispute specialist cannot see the logistics progress of the merchant's background order details page (this page is only for reference, not the basis for dispute handling). The judgment refers to the logistics information of the official website of the country of logistics destination. Merchants can also inquire more about the information of the official website of the country of logistics destination when encountering relevant problems.

  6.2.3 Time-limited delivery: 4.28 Worry-free logistics compensation rules reiterate the 2 points mentioned in the notice. In-station letter, click here to enter. Announcement, click here to enter.

  1. Shipping rules: The seller can only use Worry-free Logistics to deliver goods when the logistics scheme selected by the buyer places an order promises delivery time ≥ Worry-free Logistics promises delivery time.

  2. Compensation rules: For orders that have been arbitrated and closed after 00:00 on April 29, 2020, the logistics plan selected by the buyer's order promises delivery time < Worry-free Logistics promise delivery time, but merchants will no longer enjoy the daring to use Worry-free logistics delivery. Compensation policy. Please standardize the operation and delivery, and give priority to the logistics method ordered by the buyer. If the merchant wants to change the use of worry-free logistics delivery and enjoy the worry-free dare to compensate policy, please be sure to confirm the promised delivery time of the logistics plan selected by the buyer to place the order ≥ Worry-free logistics commitment delivery time. Orders that are closed before April 29 shall still be enjoyed if the platform has paid compensation. For arbitration closure after April 29, the dare to compensate policy will no longer be enjoyed, regardless of the stated delivery time or order creation time.

  That is, if the logistics plan selected by the buyer for a limited time is less than the worry-free line, the merchant will use worry-free logistics to deliver the goods. Worry-free will no longer pay for the order for the dispute arbitration after April 29.

  7. Other precautions:

  7.1 Ensure that the return address in Chinese and English is set at the same time to avoid unnecessary capital losses caused by the non-set return address in subsequent order disputes.

  7.2 Do not ship falsely.

  7.3 Please do not ship the goods without permission.

  7.4 The order corresponds to the single shipment of real logistics shipment, and one waybill cannot be used for multiple orders. Logistics problems are generally paid according to the waybill.

  7.5 Do not set a short time limit during the pandemic, check your own freight template settings.

  7.6 Pay attention to the requirements of logistics and order one by one when the warehouse arrives on the 5th.

  7.7 Worry-free logistics disputes enter the platform arbitration stage. The merchant operates 4pl by himself for full refund. If it is not a platform judgment, the logistics compensation application will not be approved, so it must be handled cautiously.

  7.8 There is a limit on the number of times online shipping logistics complaints are submitted in the complaint system of the merchant's background, usually 2 times. The merchant should choose the type of complaint and carefully prove it to avoid invalid complaints/evidefendation wasting the opportunity to complain. For the operation guide of logistics complaints for online shipment, please refer to https://sale.aliexpress.com/zh/__pc/seller/online_dispute. If you have any questions, please contact Cainiao Logistics Customer Service to verify.