Frequently Asked Questions about Merchant Logistics FAQ
Dear AliExpress sellers,
In order to better meet the promotion and combine the more questions consulted by platform merchants, we have prepared the following FAQs for you to refer to. At the same time, you can pay attention to the following logistics sections to learn about logistics-related information:
Cainiao Logistics Information Summary AliExpress University Online Logistics Course Logistics Solution Logistics Solution Inquiry
Contents:
I. Shipping Checking Issues
II. Logistics Program Issues
III. Complaints and complaints
IV. Shipping operation problems
V. Cloud printing problems
VI. Logistics Order Management
VII. Deductions and bills
I. Shipping Checking Issues
1. I have handed over the package to the collectors, but what if the order shows that the collection failed?
Answer: If you are patiently waiting for the warehouse operation within 48 hours after the package is collected; if it has passed this time, you can contact online customer service to check the package. If the package is confirmed to be lost, you can provide the collection handover form and handover list to initiate a "goods"- "not entered the warehouse after collection" complaint in the background of the account.
2. My package has been returned. Will the freight 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 return occurs before the successful departure, the freight has not been deducted and does not involve freight refund. If the return occurs after successful departure and before successful delivery, the freight has been deducted. You can initiate a "Fees Category" - "Fees Dispute" complaint in the background of the account to request a freight refund.
At the same time, please note that the return generated after successful delivery will not be refunded.
3. How to check the progress of the package?
You can click here to enter the waybill number to verify the status of the package.
4. How to inquire about the official website of the destination postal service?
Answer: You can click the official website of Cainiao Logistics to enter the waybill number, and click below the destination country to enter the official website of the corresponding national postal service.
II. Logistics Program Issues
1. How to choose the right line for your product?
Answer: You can enter the corresponding information on the logistics scheme query tool page and compare freight, timeliness, line characteristics and other comprehensive filters to view the appropriate routes. If you need to view the specific route introduction, you can also filter the corresponding route through the logistics scheme page, such as Cainiao Worry-free Logistics-Standard.
2. How to check the freight quotation?
Answer: You can view the quotation on the "Line Introduction" - "Shipatch Scope and Price" page of each route, and you can also click "Download Quote"
3. How to calculate the freight of worry-free transportation?
Answer: The order varies according to the national quotation and whether it is full, and the final fee = forward logistics delivery fee + VAT (VAT) fee + other fees, (the order processing fee is also required for the top warehouse). The prices calculated in the logistics scheme query tool are for reference only, and the final calculation fee is subject to the calculation formula above.
| Type | The seller has to pay the fee. | ||
| Forward logistics costs | VAT (VAT) fee | Other expenses | |
| Prepaid_Buyer's full free shipping order | Worry-free standard billing method | Declared value determined by the customs *5% | None. |
| Prepaid_Buyer's under-fulfilled free shipping order | Worry-free standard billing method | Declared value determined by the customs *5% | Shipping surcharge |
| COD_Buyer's full free shipping order | Worry-free standard billing method | Declared value determined by the customs *5% | COD service fee |
| COD_Buyer's under-complaced free shipping order | Worry-free standard billing method | Declared value determined by the customs *5% | COD service fee + delivery surcharge |
Note: COD service fee means that if the consumer buys goods from multiple merchants and concludes a consumer order with the merchant that includes COD services for oil collection and transportation, the COD service fee will be shared equally among all sellers participating in the order under the capped quotation (US dollars). Each calculation formula is: COD service fee paid by the buyer 7 USD / the total number of merchants when the buyer placed the order / ** The total number of LPs successfully assembled by the merchant
4. Can my product be issued a worry-free standard?
Answer: For the relevant restrictions of worry-free standards, please refer to the route introduction delivery restriction page: https://gsp.aliexpress.com/apps/logistics/linedetail_29? tab=4
III. Complaints and complaints
1. How to initiate a logistics order complaint?
Answer: For international parcel orders, 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 the corresponding type of complaint.
When you send an order, you can enter the rookie merchant workbench, click "Operation Center" - "Order Management" - "Transaction Order", find the corresponding order, and click the "Complaint Ticket" button to initiate the corresponding type of complaint.
2. Why can't I file a complaint?
Answer: A logistics order can initiate up to 2 complaints, and each logistics order has a complaint time limit. For complaints about online shipping, please refer to https://sale.aliexpress.com/en/__pc/seller/online_disput. e.htm, please refer to https://sale.aliexpress.com/en/__pc/seller/aliexpress_shipping_dispute.htm for complaints about worry-free logistics.
3. My package has not been stored since it was collected. What vouchers do I need to provide to appeal?
Answer: You can initiate a complaint about goods - not being put into the warehouse after collection, and provide a detailed list of collection and handover orders and small packages, as shown in the figure below. When the collector comes to collect the door, the collector needs to provide the handover form to the merchant, and the merchant needs to provide the collector with a detailed list of the small package. After confirmation, both parties sign and write down the handover date and time for retention. Merchants and collectors must keep their own copy of the handover list and package details for subsequent review.
Special note: If the merchant does not provide a handover list, the actual number of packages received by the warehouse and the order number shall prevail. If there are few large and medium-sized packages, the logistics provider will not be responsible, and the complaint will be found to be unfounded.
IV. Shipping operation problems
1. I have created a logistics order, but what if the buyer wants to change the address?
A: The logistics order that has been created cannot be modified. You can apply for the cancellation of the logistics order and reshipment and fill in the new address.
2. How do I contact the collection warehouse for door-to-door collection?
Answer: You can check the contact information of the corresponding warehouse on the line introduction collection scope page (such as worry-free standard collection range https://gsp.aliexpress.com/apps/logistics/linedetail_29? tab=2)
V. Cloud printing problems
1. Is there any tutorial related to cloud printing?
Answer: Cloud Printing Sheet Tutorial https://sale.aliexpress.com/en/__pc/seller/STymj6KYcA.htm
2. What is the difference between shipping label and cloud printing?
Answer: The shipping label is in an old format, with a size of 10cm x 10cm. The shipping label does not contain recipient information, and it needs to be sent after the warehouse changes the order. The cloud printed face sheet is in the upgraded form, and the size requirement is 10cm x 15cm, and it can be sent directly without changing the order. At present, sellers can choose one of the two forms of form of printing and shipping.
3. What font is required for the cloud printing sheet? Where to download it?
Answer: Check whether there is a "Arial Unicode MS General" font in the operating system C:Windows Fonts directory in the next computer. If not, you can search and download it directly online.
VI. Logistics Order Management
1. What if I have created a logistics order but have not been assigned to the waybill number?
Answer: If your logistics order always shows the order allocation logistics order number, it is generally because the goods in your order do not meet the delivery limit of the line (such as weight, volume, uncharged, declared product name, 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 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"?
Answer: Within 7 working days after the successful creation of the logistics order, there is no logistics information that has been successfully collected or signed for, and the logistics order will be closed by the platform. If your package is already in the status of "Order Closed" / "Order Closed Processing", please do not deliver it to the logistics provider. If the package has been collected or sent, please wait for the status to be updated. If the order status is finally "Order Closed", the warehouse will return the package to you.
VII. Deductions and bills
1. Why hasn't my logistics order been charged with freight?
Answer: After the package is successfully shipped out of the warehouse, there will be international freight and other fees, and the system will automatically deduct the freight from the Alipay account.
2. How to pay the freight of logistics orders?
Answer: If you bind the domestic Alipay account, the system will give priority to automatically deducting freight from the domestic Alipay account. If the domestic Alipay account is not bound, the system will automatically deduct US dollars from the seller's international Alipay account (compromised according to the daily exchange rate). Please make sure that the account balance is sufficient to avoid affecting the shipment.
Thank you for your support!
Rookie Logistics
Comments
Post a Comment