On April 28, 2017, Tmall announced the adjustment of the "delayed shipment" rule. The core change point of this rule is: the delivery time has been accelerated from 72 hours to 48 hours, and its official effect time is June 25, 2017.
Now, the 618 Year-end promotion - Ideal Life Carnival is coming soon. Do merchants know the rules for delayed delivery? Let's listen to the detailed interpretation of the version-
The main adjustments are as follows:
1. Except for special commodities and special circumstances stipulated in the "delayed delivery" rule, the Tmall delivery time is increased from within 72 hours after the consumer pays (logistics packages) to within 48 hours (logistics packages);
2. Adjust products belonging to Tmall’s special category: Because consumers’ requirements for the timeliness of home appliances are getting higher and higher, they are adjusted to products not belonging to Tmall’s special category;
3. New: For orders sold by Tmall merchants on marketing platforms, the delivery time requirements shall be subject to the "Marketing Platform Merchant Management Rules";
4. New: Orders paid during the National Day holiday (the specific time is subject to the statutory public holiday arrangement). Except for special products and special circumstances stipulated in the "delayed delivery" rule, merchants must ship the goods within 72 hours after the buyer pays.
Question 1: Special commodities and special circumstances do not need to comply with these rules, so which ones belong to special commodities and special circumstances?
Answer: There are two major categories of situations:
Category 1: Special products. This type of product does not need to follow the "delayed shipment" rule, that is, the merchant does not require the shipment within 48 hours, nor does it support compensation.
Products include:
Taobao leisure and entertainment, catering and food, supermarket cards/mall shopping cards, shopping pickup coupons/cakes, online store cashiers/coupons, movies/performances/sports events, localized life service products, Taobao virtual items and insurance products, Tmall car products, doors, stairs, floor heating/radiators/radiators, windows, customized cabinets, overall kitchen cabinets and accessories, tatami space, overall wardrobe, customized shower room, and customized products.
Category 2: Customization, pre-sale and other special circumstances, products that can be separately agreed on for delivery time. That is, there is no need to comply with the 48-hour shipment, and the delivery time can be agreed separately. However, if the shipment is not delivered at the agreed time, it is supported to pay compensation to consumers according to the rules.
Products include:
1) Products for residential furniture, commercial/office furniture, home decoration main materials, basic building materials, and customized curtains;
2) Pre-sale products. Pre-sale products released through official tools include products released through Tmall pre-sale product tools, as well as products published using Tmall delivery time setting tool and expressing the word "pre-sale product" in product information;
3) Customized products: The description of the merchant page shall prevail;
4) Marketing platform: The delivery time required for orders sold by Tmall merchants on the marketing platform shall be subject to the "Marketing Platform Merchant Management Rules", such as: orders generated by Juhuasuan, Tao rush purchase, brand clearance and other activities;
5) For orders paid during the National Day holiday (the specific time is subject to the statutory public holiday arrangements), except for special goods and special circumstances stipulated in the "delayed delivery" rule, the merchant must ship the goods within 72 hours after the buyer pays;
6) If large-scale promotional activities organized by Taobao and activities organized by special markets, etc. have special agreements on the delivery time of participating merchants, the delivery time must be in accordance with relevant activity regulations at this time;
7) Both parties agree on the same delivery time. The time agreed upon by the buyer and seller here is strongly recommended to retain it in the form of Wangwang chat records. In case of complaints in the later stage, it will be beneficial and valid certificates.
Question 2: How to calculate 48 hours? Did it start with the merchant clicking on delivery?
Answer: Just like the original 72-hour requirement, the delivery time of the merchant is based on the time recorded in the express company system, including information such as pickup and circulation. Therefore, merchants who have changed this time remember to communicate with the warehousing and distribution departments in advance~ Let the entire e-commerce ecosystem work together to upgrade the consumer shopping experience!
Question 3: When will the order be shipped within 48 hours after payment?
A: Orders paid since June 25, 2017 need to be shipped within 48 hours.
Question 4: What penalties will be imposed if the goods are not shipped as required?
Answer: If the goods are not shipped as required, the merchant must compensate the buyer by issuing Tmall points. Taking the buyer's purchase on Tmall and his points deduct rights as a reference, the compensation standard is the declared discount concession rights corresponding to 30% of the actual transaction amount of the product, with a minimum of no less than 500 points and a maximum of no more than 50,000 Tmall points. (From June 1st, the calculation method for points paid to consumers is: the number of Tmall points (items) = actual transaction amount of the product (yuan) * 30 (items/yuan), the minimum is no less than 500 points, and the maximum is no more than 50,000 Tmall points.)
Business friends, this is all real money! ! Changes in shipping time requirements must not be underestimated. If the delivery is really impossible to be delivered in time due to special circumstances, please communicate with the buyer properly, because the compensation for "delayed delivery" is based on rights protection and complaints initiated by consumers.
After all, the original intention of establishing this rule is not to punish merchants, but to consumers' shopping experience. Regardless of service attitude, logistics timeliness, and product quality are all components of consumer experience~
Question 5: When encountering long holidays and express delivery, how can I break the goods if I cannot ship them in time?
Answer: Except for orders paid during the National Day holiday (the specific time is subject to the statutory public holiday arrangement), the orders are special circumstances, and the others need to be shipped as required. If the delivery cannot be made for 48 hours for a period of time due to its own reasons, the merchant can consider releasing the product through the pre-sale tool (mentioned in the first question), or timely agreeing with the buyer to a new delivery time.
Finally, it is emphasized that the compensation for delayed delivery is based on the fact that the consumer initiates a complaint and the complaint is established. If the merchant can communicate effectively with the buyer and reach an agreement, it can greatly reduce the complaint rate and compensation amount, and consumer service is no small matter!
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