Unable to deliver the return service description
[Reminder] Only the following online shipping lines support the online undeliverable return service:
1) AliExpress worry-free logistics - standard
2) AliExpress worry-free logistics - priority
4) 4PX New Post Registered Packet
1. How to use
1. Service Introduction
The undeliverable return service is a service opened by the platform for problems such as high communication costs for undeliverable returns, opaque return fees, and inconvenience in offline collection of return fees. It has the characteristics of low communication cost, timeliness, and compensation guarantee. For orders that need to be returned, The seller ticked the returned parcels, and in the event of failure to deliver, they can provide return services.
The service covers AliExpress worry-free logistics-standard, AliExpress worry-free logistics-priority (Russian parcel) and some online delivery routes.
2. Scope of service
2.1 AliExpress worry-free logistics-priority:
only supports Russia to return the package when the customs clearance fails.
2.2 AliExpress worry-free logistics-standard, 4PX new post registered parcel line:
after the successful delivery, the package cannot be properly delivered due to the buyer's reasons. The buyer's reasons include but are not limited to the buyer's information (buyer's address, contact number, etc.) error , The recipient said that there was no order, the buyer or the recipient did not pick up the goods in time, etc.
2.3
Cainiao's large package line: only supports the return of packages that cannot be properly delivered due to the buyer's reasons after the successful delivery of the package from Russia. The buyer's reasons include but are not limited to the buyer's information (buyer's address, contact number, etc.) error, recipient It means that there is no order, the buyer or the recipient did not pick it up in time, etc. .
3. The method of use is as follows
For routes that provide return services that cannot be delivered to the destination country, when creating a logistics order, you need to choose how to handle the package in the event that the destination country cannot be delivered: return or destroy. In the event of an undeliverable situation, we will provide services in accordance with the processing method you choose.
2. Taxes
When providing return services, for high-value products, corresponding import taxes may be generated. For example, the corresponding import taxes generated need to be collected from the seller .
three. Estimated time limit and promised time limit
1. Estimated time limit
For the chosen package undeliverable refund is expected from Lanshou or receipt from 90-120 days (excluding Brazil) to return to the seller; Brazil is expected to be self-Lanshou or receipt from 130-160 days, returned to the seller.
2. Timeliness of commitment
Beijing logistics orders from May 15, 2021 created for the selected returned undeliverable parcels, promise or receipt from Lanshou from 180 Tian inside (except Brazil), returned to the seller; Lanshou or receipt from Brazil from 220 Tian inside, returned to the seller. Packages that are overdue and the status of the goods cannot be confirmed will be treated as lost. The seller can file a claim within the time limit for initiating the complaint.
Four. Complaint proof and compensation standard
1. Complaint intervention
Merchants should initiate complaints through the AliExpress backend within the agreed time limit according to different complaint items. The time limit for merchants to initiate complaints is 365 days
from the creation of the logistics order . 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 initiating the complaint. After the complaint is initiated, you can wait patiently for the result of the complaint ; after the complaint is initiated, the merchant can provide evidence through the AliExpress backstage. Note : If the merchant has delayed delivery in the logistics process of forwarding to the destination country ( within 5 working days from the creation of the logistics order , the package is not delivered to the logistics provider by self-delivery or solicitation , logistics If there is no successful collection or sign-off information in the details ) , if the return is overtime / lost / short, or damaged during the return service , 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 Not affected.
For the types of complaints such as lost overseas returns, damaged overseas returns, and errors in overseas returns , merchants directly initiate complaints through the AliExpress backend within the corresponding time limit and agreed period. After the complaint is initiated, the merchants provide evidence through the AliExpress backend. The logistics provider will feed back the processing results to the platform within 10 calendar days. If the logistics provider’s judgment is not established, the system will automatically help the merchant to initiate a complaint for Worry-Free Logistics complaints; for non-Worry-free logistics complaints, if the merchant disagrees with the logistics provider’s processing results, the merchant can initiate a complaint on its own. The complaint is valid for 15 days. Cainiao promises to intervene within one working day, and if Cainiao intervenes and is sentenced to the responsibility of the logistics company, the amount that should be paid to the merchant shall be determined according to the following compensation standards.
2. Complaint proof and compensation standards
For complaints initiated by the merchant after signing for the receipt, compensation will not be paid on the premise that the outer packaging is intact and there is no obvious evidence that it is the responsibility of the logistics provider.
Main complaint type | Time limit for merchants to initiate complaints | For example | Rules of Proof | Time Limit for Proof | Exemption standard and scope | Payout amount |
Counted from the creation of the logistics order | ||||||
Lost overseas return | 180 days-365 days | The package was lost during the return process | 1. Merchant transaction order information, product name, number of pieces, weight
2. Since the solicitation or receipt, it has not been returned to the merchant address within 240 days (except Brazil: the package returned from Brazil, since the solicitation or receipt, has not been returned to the merchant address within 260 days) 3. The delivery address caused by the logistics provider is wrong, and the package is not properly delivered to the seller's address
4. Proof of short-packed package at the merchant end | 10 calendar days | Disclaimer for reasons of the buyer and seller | Compensation based on the actual loss value (based on the actual transaction price of the order on the Alibaba trading platform, the platform must deduct the necessary handling fees such as payment and services). The upper limit of compensation for each line is as follows:
1) AliExpress worry-free logistics - standard : 400 yuan 2) AliExpress worry-free logistics - priority : 600 yuan 3) Cainiao big package line : 800 yuan 4) 4PX new post registered parcel : 400 yuan |
Damaged overseas returns | 365 days | The goods are damaged in the process of returning the package to the seller; | 1. Merchant transaction order information, product name, number of packages , and photos of damaged internal and external parts of the product before receipt | 10 calendar days | No exemption | Internal damage: the internal damage caused by the logistics provider will be compensated according to the actual loss value of the packet (based on the actual transaction price of the order on the Alibaba trading platform, the platform must deduct the necessary handling fees such as payment and service). The upper limit of compensation for each line is as follows:
1) AliExpress worry-free logistics - standard : 400 yuan 2) AliExpress worry-free logistics - priority : 600 yuan 3) Cainiao big package line : 800 yuan 4) 4PX new post registered parcel : 400 yuan
|
Overseas return error | 365 days | The logistics provider made an error during the operation of the package, which caused the seller to find the package error when signing for it or after signing for it | 1. Merchant transaction order information, product name, number of pieces | 10 calendar days | No exemption | 1 , did not find the original packet, according to the actual value of the loss compensation (in that order in the actual transaction Alibaba's trading platform as the standard platform necessary fees should be deducted from the payment, services, etc.).
The upper limit of compensation for each line is as follows: 1) AliExpress worry-free logistics - standard : 400 yuan 2) AliExpress worry-free logistics - priority : 600 yuan 3) Cainiao big package line : 800 yuan 4) 4PX new post registered parcel : 400 yuan
If the original parcel is found within 7 natural days, the logistics provider will reissue it for the buyer. |
3. Please refer to the notice on the AliExpress platform for the payment standards and timeliness of major events or holidays.
five. Related operating instructions
1. Create a single logistics order for delivery
If the merchant selects "Return", it means that the merchant has selected the "Undeliverable Return Service" and will charge a return service fee of 1.19 yuan per order [Logistics orders created from May 15, 2021 Beijing time will be reduced to 0.88 yuan per order ] ( Except for worry-free priority) ; If you select "Destroy", no return service fee will be incurred. At the same time, if the package cannot be delivered overseas, it will be destroyed by default.
2. Batch online delivery
If the merchant chooses "return", it means that the merchant has selected the "undeliverable return service", and will charge a return service fee of 1.19 yuan/order [Logistics orders created from May 15, 2021, Beijing time will be reduced to 0.88 yuan/order ] (No worries (Except for priority) ; If you select "abandon", there will be no return service fee, and if the package cannot be delivered overseas, it will be destroyed by default
3. ERP delivery
Merchants should pay attention to whether they need return services that cannot be delivered according to their own needs. Cainiao will deduct fees based on the merchant's tick.
six. FAQ
1. Do I need to pay again if import duties are generated on the returned goods?
For high-value products, import taxes may be incurred when they are imported, if taxes are incurred, they need to be collected separately.
For example, the seller shall bear the duties and storage fees and other expenses incurred by the seller. Cainiao will charge the seller accordingly.
2. For returned items that cannot be delivered, is there any logistics details displayed during the return process?
When the returned item arrives at the domestic transit warehouse, the following logistics details will be generated:
üTransit warehouse has been handed over
üTransit warehouse has been put in storage
üTransit warehouse has been released
üThe domestic delivery company has been handed over (if the logistics details are generated when the warehouse is in Hong Kong)
For returns that pass through a transit warehouse in mainland China, the name of the domestic express company and courier tracking number will be displayed when the transit warehouse is out of the warehouse; for returns that are transited through a transit warehouse in Hong Kong, the name of the domestic express company will be displayed when the domestic dispatcher is handed over And the courier number. For the logistics details of the domestic segment, sellers can check on the website of the corresponding express company.
3. Is the reverse logistics order number that cannot be delivered the same as the original logistics order number?
Yes, the original forward logistics order number will be used when the reverse return cannot be delivered.
4. AliExpress worries-free logistics-the standard Russian self-pickup service overseas undeliverable treatment plan can choose "return"?
AliExpress Worry-Free Logistics-Standard Russia to pick up the route from August 24, 2020 can provide overseas unreachable return services, the terms of service are consistent with AliExpress Worry-Free Logistics-standard.
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