Tmall released Spring Festival shipping rules, and both delivery and after-sales service hours have been adjusted

#Laogao E-commerce Online Information# Recently, Tmall Rules issued the notice of the "Announcement on the Adjustment of Tmall's 2017 Spring Festival Shipping Time and Transaction Process", which regulated the delivery and after-sales service during the Spring Festival.

There are two weeks left before the Spring Festival holiday. Recently, Tmall Rules issued the "Announcement on the Adjustment of Tmall's 2017 Spring Festival Shipping Time and Transaction Processes", which regulated the delivery and after-sales service during the Spring Festival.

Large-scale products of home appliances and home building materials have been adjusted significantly

According to the rules, the 2017 Spring Festival period is from 00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017. During this period, Tmall requires that the merchants must ship the goods before 23:59:59 on February 8, 2017; the buyer and seller shall agree on the delivery time separately in customization, pre-sale and other special circumstances. The delivery time of the merchant shall be based on the pickup time recorded in the express company system.

The specific adjustments to large-scale furniture and building materials products are as follows:

The relevant after-sales time will be adjusted

(I) During the 2017 Spring Festival (00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017), if the order is clicked on and shipped using express or EMS, the time limit for the consumer confirmation of receipt will be adjusted to 20 days (the flat mail and virtual orders remain unchanged).

(II) "Out of stock" & "Not shipped at the agreed time" refund entrance adjustment

For orders for payment during the Spring Festival in 2017 (00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017), from 00:00:00 on January 20, 2017 to 23:59:59 on February 8, 2017, consumers cannot choose [out of stock] [not shipped at the agreed time] as a reason for applying for a refund; after 00:00:00 on February 9, 2017, the above reasons can be selected. Except for setting shipping time and official pre-sale.

(III) Adjustment of the "delayed shipment" complaint entrance

For orders for payment during the Spring Festival in 2017 (00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017), consumers cannot choose [Delayed Shipping] as the reason for applying for complaints; after 00:00:00 on February 9, 2017, the above reasons can be selected. Except for setting shipping time and official pre-sale.

(IV) Refund/after-sale timeout regulations

1. If a consumer applies/modify the refund from 00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017, the relevant timeout regulations are as follows:

1) Wait for merchants or consumers to confirm and modify the timeout to 15 days;

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

2. The merchant agrees to the return agreement (including refund and after-sales service) from 00:00:00 on January 13, 2017 to 23:59:59 on February 5, 2017, and waits for the consumer to fill in the return information to adjust the timeout time to 25 days.

3. Re-issuance timeout for invoice:

A. If the merchant agrees to the consumer invoice re-send application from 00:00:00 on January 13, 2017 to 23:59:59 on February 5, 2017, and if the 25-day timeout is exceeded, the system will automatically pay the compensation, and the compensation application will be closed at the same time.

B. If a consumer applies/modify the invoice for re-issue between 00:00:00 on January 20, 2017 and 23:59:59 on February 5, 2017, the relevant timeout regulations are as follows:

1) Wait for merchants or consumers to confirm and modify the timeout to 15 days;

2) After the merchant fills in the express delivery number for the reissue invoice, the consumer confirms that the receipt has expired and adjusted to 20 days.

Nearly ten services will be suspended

(I) 0-second response to return: Consumers apply for return refund orders from 00:00:00 on January 17, 2017 to 23:59:59 on February 5, 2017, and close the 0-second response to return agreement service (including orders for mobile phone proof-free service).

(2) Speedy refund closure: Consumers fill 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 speedy refund is closed under the status of "The buyer has returned the goods, waiting for the seller to confirm the receipt".

Note: After filling out the return order number during this period, you will no longer enjoy the fast refund service.

(III) Speedy rights protection: From 00:00:00 on January 17, 2017 to 23:59:59 on February 5, 2017, the front desk "Speedy rights protection" button will be offline.

(4) Door-to-door pickup: Door-to-door pickup is closed one after another according to the logistics company's service situation on January 18, and is expected to resume on February 4, and the specific information is subject to the information displayed on the page.

(V) Only replace and not repair (small appliances and 3C digital products): From 00:00:00 on January 7, 2017 to 23:59:59 on February 5, 2017, the front desk "only replace and not repair" service application button will be offline.

(VI) Mobile phone returns and exchanges without evidence: 00:00:00 on January 20, 2017 to 23:59:59 on February 5, 2017, the mobile phone returns and exchanges without evidence are suspended.

(7) Home appliance appointment and installation: From 00:00:00 on January 27, 2017 to 23:59:59 on February 2, 2017, the home appliance appointment and installation service will be suspended within 24 hours. The specific installation time will be subject to the actual contact of each service provider.

(8) Three-year warranty for home decoration: Orders with three-year warranty services will be postponed to start processing on February 6 due to changes in merchant work and rest time during the Spring Festival.

(9) Home improvement damage protection: The damage protection service entrance will be closed from 00:00:00 on January 11, 2017 to 23:59:59 on February 5, 2017.

(10) Home decoration worry-free project: If you apply for one-click worry-free service of the "Worry-free Project Service Standard" from 00:00:00 on January 27, 2017 to 23:59:59 on February 2, 2017, the merchant will deal with it as soon as possible, but will not promise to respond within 24 hours.

(11) One-click help request for home decoration: From 00:00:00 on January 17, 2017 to 23:59:59 on February 12, 2017, the one-click help request service will be suspended within 1 hour and the solution will be provided for 48 hours.

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