Preferred Warehouse Logistics Complaint Evidence and Compensation Standards
I. Complaint Entrance
1. Log in to the Cainiao Export User Center with AliExpress accountLogin link: https://cc.gpn.cainiao.com/global/gpn/globalWarehouse/delivery/globalOrderlist
II. Preferred Warehouse Worry-free Logistics Complaint Handling Process
The preferred warehouse worry-free logistics complaints generated on the AliExpress platform are handled by AliExpress platform customer service and rookie customer service. The complaint handling process is as follows:
(1) Merchants should initiate complaints through the system within the corresponding 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 complaint. After initiating, you can wait patiently for the result of the complaint;
(2) After the complaint is launched, the merchant provides evidence through the system, and the logistics provider will feedback the processing results to the platform within 10 calendar days.
(3) If the logistics provider's liability is not established, the system will automatically help the merchant file a complaint and promise to intervene within one working day.
If the rookie is awarded the responsibility of the logistics provider after intervention, the amount to be paid to the merchant shall be determined in accordance with the following compensation standards.
Special reminder:
(1) Merchants can only file complaints against the four types of complaints: "lost before entering the warehouse", "fee dispute", "weight discrepancy" and "size discrepancy".
(2) Other types of complaints: Complaint disputes initiated by the buyer that the buyer will not receive goods (i.e., lost/short loading of goods after entering the warehouse), damaged goods, and sent wrong goods to the platform. If the AliExpress platform determines that the complaint dispute may be a non-merchant of logistics responsibility, the AliExpress platform will file a complaint to the logistics provider on behalf of the merchant. After intervention, if it is determined to be the responsibility of the logistics provider, the AliExpress platform will refund the buyer first and compensate the merchant according to the following compensation standards. Reminder: Merchants cannot initiate the above three types of complaints.
III. Preferred Warehouse Worry-free Logistics Complaint Evidence and Compensation Standards
(1) Complaints filed by merchants against logistics providers through the system shall be awarded in accordance with the complaint evidence rules in the following table. If the complaint is established, the compensation shall be directly deducted from the corresponding compensation expenses borne by the logistics provider and paid to the merchant by the rookie in the logistics service fees collected on behalf of others.
(2) The compensation amount of Preferred Warehouse Worry-free Logistics shall be paid in the quotation settlement currency agreed between the merchant and the platform, and the exchange rate between each currency shall be paid on the exchange rate of the first calendar day of the month in which the compensation is generated.
(3) Cainiao will not intervene in the handling of complaints other than this agreement, and the merchant and the logistics provider shall solve them by themselves.
Note: For complaints initiated by buyers after signing for receipt, the logistics provider will not compensate on the premise that the outer packaging is intact and there is no obvious evidence to show that it is the responsibility of the logistics provider.
| Complaint category | Primary Complaint Type | Complaint subcategory | Give an example | Rules of proof | Time Limit for Merchants to Initiate Complaints | Limitation of proof | Exemption standards and scope of logistics providers | Amount of compensation |
| Calculate from the creation of a logistics order | ||||||||
| Cargo category issues | Lost/Swors before entering the warehouse (initiated by the merchant) | Lost before entering the warehouse | The goods were lost before the distribution center was put into the warehouse after the preferred warehouse was left, and the warehouse was not successfully put into the warehouse. | There is no need for additional evidence from the merchant; the merchant needs to confirm that the package status is the preferred warehouse and there is no Internet node status after leaving the warehouse. | 120 days | 72 hours | No exemption | Compensation according to the actual lost value (according to the actual transaction price of the order on the AliExpress trading platform as the standard, the platform shall deduct the necessary handling fees such as payment and services. Standard services should not exceed 300RMB; Simple services up to: Russia, Belarus, Ukraine: 35RMB; Spain: 70RMB; other countries: 60RMB |
| Lost/short installation after entering the warehouse (initiated by AliExpress platform on behalf of merchants) | Lost/short after warehousing | The goods are lost after handover to the logistics provider or during the delivery operation. | 1. Merchant transaction order information, trade name, number of pieces, weight; 2. The merchant complains that the consumer did not receive the goods, and since the receipt was successfully collected or signed for it, the package was not properly delivered to the local post office corresponding to the buyer's address within the promised time limit, and the service provider could not confirm the status of the goods; 3. The receiving address caused by the logistics provider was wrong, and the package was not properly put into the local post office corresponding to the buyer's address; 4. Proof of short-loading goods by the buyer | 120 days | 72 hours | No exemption | Compensation shall be made according to the actual lost value (according to the actual transaction price of the order on the AliExpress trading platform, the platform shall deduct the necessary handling fees such as payment, service, etc.) Standard services should not exceed 300RMB; Simple services up to: Russia, Belarus, Ukraine: 35RMB; Spain: 70RMB; other countries: 60RMB | |
| Damage to goods (initiated by AliExpress platform on behalf of merchants) | Damage to the goods | The outer packaging of the goods is damaged or the commodity is damaged in the warehouse or distribution operation of the logistics provider; | 1. Merchant transaction order information, product name, number of pieces, and photos of damaged goods before receipt or the damaged report of the logistics provider 2. The logistics provider provides information about the damaged packet. | 120 days | 72 hours | No exemption | Outsourcing damage caused during transportation: compensation shall be made according to 10% of the actual value of the package (according to the actual transaction price of the order on the AliExpress trading platform, the platform shall deduct the necessary handling fees such as payment, services, etc.) Standard services shall not exceed 30 RMB; Simple services up to: Russia, Belarus, Ukraine: 3.5RMB; Spain: 7RMB; other countries: 6RMB | |
| Internal damage: If the internal property is damaged due to the logistics provider, compensation shall be made according to the actual value of the package (according to the actual transaction price of the order on the AliExpress trading platform as the standard, the platform shall deduct the necessary handling fees such as payment, service, etc.) Standard services should not exceed 300RMB; Simple services up to: Russia, Belarus, Ukraine: 35RMB; Spain: 70RMB; other countries: 60RMB | ||||||||
| Distribution errors caused by logistics providers (initiated by AliExpress platform on behalf of merchants) | Wrong shipment | The logistics provider made an error in the operation of the goods, causing the buyer to sign for the receipt, or find a small package error after signing for it. | 1. Merchant transaction order information, trade name, number of pieces 2. The buyer proves that the goods received do not match the goods traded. | 120 days | 72 hours | The logistics provider is exempted from liability if the merchant pastes the wrong barcode or binds the goods incorrectly. | 1. If the original package is not found, compensation shall be made according to the actual loss value (according to the actual transaction price of the order on the AliExpress trading platform, the platform must deduct the necessary handling fees such as payment, service, etc.) Standard services should not exceed 300RMB; Simple services up to: Russia, Belarus, Ukraine: 35RMB; Spain: 70RMB; other countries: 60RMB Note: 1. If the original package is found within 7 natural days, the logistics provider will reissue it to the buyer. 2. If the misissued package needs to be returned or reassigned, it will be arranged by the logistics provider and bear the relevant expenses. | |
| Cost category issues | Charge Dispute (Merchant Initiated) | Weight discrepancies | Simple: The difference between the weight of the logistics provider and the actual weight of the goods is greater than 10g, causing the merchant to pay more logistics fees. Standard: The difference between the logistice weight and the actual weight of the goods is greater than 50g, resulting in the merchant paying over logistics fees. | 1. The merchant proves the weight of the goods and packaging; 2. The logistics provider provides valid and clear videos or photos when weighing; or valid weight recording information during the delivery process. | 60 days | 72 hours | Weight discrepancy: Logistics is responsible, and there is no exemption. If the package is returned due to merchant reasons, the logistics provider will be exempted from liability. | Simple: If the difference between rookie weighing and actual weight is greater than 10 grams, the rookie refunds the extra freight paid by the merchant due to the weight difference. Standard: If the difference between rookie weighing and actual weight is greater than 50 grams, the rookie refunds the additional freight paid by the merchant due to the weight difference. |
| Fee Dispute | The logistics provider did not return the freight or the merchant disputed the returned freight. | Package Return: 1. The merchant explained the return of the goods, and the package was returned for non-merchant reasons. 2. For embargoed goods, the logistics vendor will not return them, and the AliExpress platform has the right to deal with them in accordance with China's relevant laws, regulations and service agreements and investigate the seller's liability for breach of contract. | 120 days | Returns include: parcels containing prohibited items returned by airport security checks or customs; parcels returned to transshipment warehouses in overseas sections. The return logistics provider on the same day scans the parcel to feedback the abnormal delivery status and returns it to the transshipment warehouse as soon as possible. The refund for the return is as follows: * Warehouse return: 100% of freight and registration fees are refunded. * If the parcel is returned due to non-importability or rejection by the buyer, the freight and registration fee will not be refunded. * If the package cannot be returned through the relevant security check (such as Hong Kong airport security check), 100% of the freight and registration fee will be refunded. For the return after the aviation security check, the freight and registration fee will not be refunded. * All goods confiscated or destroyed due to failure to pass the security inspection and customs inspection, non-refundable freight and registration fees, and non-compensation for the loss of the goods. If the returned package needs to be returned to the merchant, the returned freight fee shall be subject to the announcement of the logistics provider on the AliExpress platform. | ||||
| The size does not match | The logistics provider did not return the freight or the merchant disputed the returned freight. | Package Return: 1. The merchant explained the return of the goods, and the package was returned for non-merchant reasons. 2. The logistics provider will pack the same goods consistent with the number of transaction orders into the outer packaging of the package (if there is a filler, please restore and load together), and use the yardstick to measure the length, width and height to ensure that the degree is clear and readable. Note: The volume of the package needs to be measured in a natural, flat and non-compressed state. | 60 days | If the difference between the size measurement and the actual size of the logistics provider is greater than 3mm, the logistics provider will refund the additional freight paid by the merchant due to the size measurement difference. The size does not match the payment type only applicable to the European-to-country (the definition of the European-to-country is subject to the content of the route introduction). For details, please refer to the route introduction. |
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