Taobao 2017 Spring Festival shipping time and transaction timeout adjustment announcement

The New Year’s Eve is over, and the 17-year Spring Festival is approaching.

Should I be better for myself at the end of the year?

It’s the end of the year that should I buy some New Year’s goods and be filial to my elders?

Is it time to go on a trip at the end of the year?

Anyway, it's been a year of hard work.

It’s really time to reward yourself~!

It is recommended that babies who should buy it quickly~!

After all, during the Spring Festival, we should eat and play!

Come on, the real thing is here!

Dear shoppers & merchants:

In order to continuously improve consumers' shopping experience, maintain Taobao's transaction order, and comprehensively consider the changes in the operating time of logistics companies and sellers, Taobao made the following special regulations on the seller's shipment time, transaction timeout, etc. (including PC and wireless) during the 2017 Spring Festival (January 20, 2017 to February 5, 2017):

>>>>>>> Shipping Rules

1. For orders paid during the Spring Festival in 2017 (00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017), except for specific categories of global shopping, home decoration main materials, basic building materials, residential furniture, home appliances, and maternal and infant industries, the seller must ship the goods before 23:59:59 on February 8, 2017. If the delivery time is otherwise agreed, the agreement between the two parties shall prevail. The seller's delivery time shall be based on the time recorded in the express company system.

2. For global purchase orders paid during the Spring Festival in 2017 (00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017), the seller must ship the goods before 23:59:59 on February 11, 2017. If the delivery time is otherwise agreed, the agreement between the two parties shall prevail. The seller's delivery time shall be based on the time recorded in the express company system.

3. Orders such as home decoration main materials, basic building materials, residential furniture, large appliances, and specific categories of the maternal and infant industry (secondary categories are: amusement/teaching equipment/large facilities, children's beds/cribs/cradles/dining chairs, children's room/tables/furniture, baby trolleys/walkers, strollers/toddlers/travel supplies) and other large items will be suspended from orders paid on January 15, 2017 to 23:59:59 on February 11, 2017. If the delivery time is otherwise agreed, the agreement between the two parties shall prevail. The seller's delivery time shall be based on the time recorded in the express company system.

>>>>>>>>Confirm delivery timeout adjustment

1. The seller clicks on the express and ems orders for shipment from 00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017. The buyer confirms that the receipt timeout will be adjusted from 10 days to 20 days, and the flat mail will remain unchanged (except for Taobao virtual goods and electronic voucher products).

Alibaba signal card and contract machine category, home decoration main materials, basic building materials, electronics/electricians, residential furniture, customized products, pre-sale products, vacation routes/visa delivery/tourism services, scenic spot tickets/real scene performances/theme parks, special hotels/special inns/apartments and hotel categories, consumers confirm that the receipt exceeds the time limit and extend the same as above.

2. The seller clicks on the overseas second-stage shipping service transaction order for shipment from 00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017. The buyer confirms that the receipt will be adjusted to 40 days.

3. The seller clicks on the global purchase overseas direct mail order for delivery from 00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017. The buyer confirms that the receipt will be adjusted to 40 days.

>>>>>>> Refund/after-sale timeout adjustment

1. Refund/after-sale timeout adjustment

Refund timeout (before transaction success)

If the buyer applies for/modify the refund from January 20, 2017 to 23:59:59 on February 5, 2017, and the seller refuses to apply from January 20, 2017 to 23:59:59 on February 5, 2017, the relevant timeout regulations for the refund are as follows (including Taobao virtual goods, electronic voucher categories, pre-sales, staged payments, air travel vacation routes/visa delivery/tourism services, scenic tickets/real scene performances/theme parks, special hotels/special inns/apartment hotel categories):

1) Wait for the timeout of the seller or buyer to confirm and modify it uniformly to 15 days;

2 ) The buyer has returned the goods and the timeout for waiting for the seller to confirm the receipt will be adjusted to 20 days (the regular mail remains unchanged);

3 ) The buyer confirms that the timeout of the reissue product will be adjusted to 20 days.

After-sales timeout (after successful transaction)

If the buyer applies for after-sales between 00:00:00 on January 20, 2017 and 23:59:59 on February 5, 2017, and the seller refuses to apply between 00:00:00 on January 20, 2017 and 23:59:59 on February 5, 2017, the relevant after-sales timeout regulations are as follows (including Taobao virtual goods, electronic voucher categories, pre-sales, staged payments, air travel vacation routes/visa delivery/tourism services, scenic spot tickets/real scene performances/theme parks, special hotels/special inns/apartment hotel categories):

1) Wait for the timeout of the seller or buyer to confirm and modify it uniformly to 15 days;

2) The buyer has returned the goods and waited for the seller to confirm the receipt to be adjusted uniformly to 20 days;

3) Exchange and repairs are adjusted to 30 days until the buyer confirms that the timeout is completed.

Refund/after-sales negotiation waiting for the buyer to return timeout

The seller agreed to the return agreement between 00:00:00 on January 13, 2017 and 23:59:59 on February 5, 2017, and agreed to wait for the buyer to return the goods (fill in the return form number), and waited for the buyer to return the goods to be adjusted to 25 days. (Including electronic voucher categories, pre-sales, staged payments, air travel vacation routes/visa delivery/tourism services, attractions tickets/real scene performances/theme parks, special hotels/special inns/apartment hotel categories).

2. Customer service intervention to provide evidence and processing time

1) Time of application for customer service intervention and evidence submission period

For Taobao refund/return rights protection for those who apply for intervention from 00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017, if the rights protection requires the evidence process, the buyer or seller should upload the certificate within 15 days of applying for intervention; the seller should handle the certificate within 3 days after the buyer completes the evidence. If the time limit is not processed, the rights protection will automatically flow into manual processing.

2 ) Customer service intervention processing time

If a buyer or seller applies for customer service intervention on January 27, 2017, 00:00:00 to 23:59:59 on February 2, 2017, the process will be resumed after February 3, 2017.

3 ) "Complaint Seller" processing time

The complaint seller initiated on January 27, 2017 to 23:59:59 on February 2, 2017 will be resumed on February 3, 2017.

4 ) Others

(1) The complaint entrance for delivery was closed at the agreed time

For orders paid between 00:00:00 on January 20, 2017 and 23:59:59 on February 8, 2017, the buyer can choose [Not shipped at the agreed time] as the reason for applying for a complaint after 00:00 on February 9, 2017.

(2) Taobao public review closed the application portal at 00:00:00 on January 27, 2017 and opened at 23:59:59 on February 3, 2017.

(III) The temporary offline time of the "Shipment Time Commitment" service is from 00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017.

(IV) Adjustment of damaged re-issue contracts: From 00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017, the timeout for seller processing will be extended from 5 days to 15 days; the timeout for buyer modification will be extended from 7 days to 15 days; the timeout for buyer confirming receipt of re-issue goods will be extended from 10 days to 20 days.

(V) The order paid by the buyer from 00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017, and the fast refund is closed under the status of "The buyer has paid, waiting for the seller to ship the goods". The buyer fills out the order with the return logistics order number from 00:00:00 on January 17, 2017 to 23:59:59 on February 5, 2017. The fast refund is closed under the status of "The buyer has returned the goods, waiting for the seller to confirm the receipt".

(VI) The buyer applies for a return refund order from 00:00:00 on January 17, 2017 to 23:59:59 on February 5, 2017, and the Lightning Return will be closed.

(7) According to the service status of the logistics company, the door-to-door pickup will be closed one after another from January 18, 2017, and the specific information will be subject to the information displayed on the refund page.

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