if you need to file a complaint about a logistics order shipped online, you can file a complaint against collection delays, lost pieces before warehousing, cost disputes, etc. within 120 days of creating the logistics order.
you may also want to know:
- the process and payment criteria for online shipping complaints
at present, you can file complaints about timeliness, cargo issues, and cost issues for online delivery, as follows:
1. complaints about timeliness: the logistics provider has not achieved service within the promised timeliness;
for example: such as delay in warehousing, delay in transfer, delay in delivery, delay in delivery, delay in delivery, etc.2. initiate a complaint against the problem of goods: wrong issuance, damage, loss, or invoice problems in the process of warehousing, transportation, distribution, etc. you can complain on the platform within the time limit of the logistics order complaint;
for example: such as inventory differences, delivery errors, goods loss, goods damage, etc.3. initiate a complaint against the cost problem: the customer has objections to the settlement of cainiao fees, and you can complain on the platform within the time limit for the logistics order complaint;
for example, such as overcharging, deduction errors, etc.the way to submit a complaint in the background: [transaction] - [international packet order] - find the logistics order you want to complain about - [complaint]
click here for logistics service processes and guidelines.
the platform shall bear the responsibility for refunds in disputes caused by the following issues:
1. the goods are still in transit (exceeding the time limit / the goods are lost);
2. the waybill number caused by logistics reasons cannot query the logistics information;
3. the situation that the logistics provider sends the wrong address
payment limit:
successful logistics orders created since august 31, 2020 beijing time:
1) SELECT THE VALUE GUARANTEE UPGRADE SERVICE AND PAY THE CORRESPONDING SERVICE FEE FOR THE LOGISTICS ORDER PARCEL COMPENSATION UP TO 3000RMB (SUBJECT TO THE ACTUAL LOSS);
2) IF THE LOGISTICS ORDER OF THE VALUE GUARANTEE UPGRADE SERVICE IS NOT SELECTED, THE MAXIMUM COMPENSATION FOR ALL COUNTRIES AND COMMODITY CATEGORIES SHALL NOT EXCEED 300RMB (SUBJECT TO THE ACTUAL LOSS), AND THERE IS NO LONGER A SPECIAL CATEGORY AND A NATIONAL 800RMB COMPENSATION CEILING.
for details, please click here
seller accountability platform does not pay, for example:
1) the seller delays the delivery, and the goods do not arrive at the warehouse within 5 working days from the creation of the logistics order;
2) the seller filled in the wrong waybill number;
3) the seller filled in the wrong address;
4) the seller does not ship in the agreed manner, for example, the buyer chooses the priority service when placing an order, and the seller replaces it with a standard service without authorization;
5) the time limit promised by the seller is shorter than the time limit promised by worry-free logistics (for example, the time limit time promised by the worry-free logistics standard service to russia is 35 days, but the seller chooses the logistics delivery commitment to
the time limit in russia is 25 days, and the final order is shipped using worry-free logistics standard logistics. the buyer initiates a dispute due to the failure to receive the goods within 25 days, and the platform does not pay compensation)
remark:
during the trading period of sudden irresistible events (such as earthquakes, floods, explosions, etc.), the platform will make a comprehensive judgment on whether the order caused by the event is dare to use the rules of daring to compensate according to the specific circumstances of the force majeure event, and the specific judgment and scope shall be subject to the platform announcement.
for complaints about online shipping, you can do it by following these steps:
log in to your [transactions] - [international packet orders] page;
after the corresponding logistics order, click the [complaint] button
according to the logistics problem of the package, select the corresponding complaint type, click [initiate] and upload the necessary evidence;
you can log on to [transactions] - [complaint management] to view the complaint handling records.
click here for more logistics service processes and guidelines.
if there is a new progress in your online delivery complaint work order, there will be a red dot, such as logistics vendors, rookie customer service, and seller messages.
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