Dear members:
In order to ensure consumers' shopping experience and maintain the orderly transaction order of Tmall during Double 11, Tmall has made the following special regulations on the delivery time and transaction process of merchants during Double 11:
1. Shipping time regulations:
(I) Tmall order:
1. For orders paid by consumers from November 11, 2017 to 23:59:59 on November 17, 2017, merchants (except virtual category *) must ship the goods before November 20, 2017, 23:59:59 on November 20, 2017 and ensure that consumers can check the logistics status of the orders (packing, transit, delivery, signing, etc.) within the logistics company system, otherwise it will be handled in accordance with the "delayed shipment" rule of the "Tmall Rules".
2. Consumer payment orders from November 11, 2017 to November 17, 2017, 23:59:59, and special requirements for merchant shipment time:
1) Customized product shipment time, the description of the merchant’s details page shall prevail;
2) Pre-sale products (see "Rules and Implementation Rules for Delayed Shipping" for details) shall be subject to the delivery time displayed by the tool;
2) Furniture and building materials (referring to residential furniture, commercial/office furniture, home decoration main materials, electronics/electricians, basic building materials, decoration design/construction/supervising, hardware/tools, whole-house customization), curtains, curtains, accessories, seat cushions/chair cushions/sofa cushions, if the delivery time has been set through pre-sale tools, the tool display time shall prevail. The two parties shall negotiate with each other in other special circumstances.
3) Large items of furniture and building materials [referring to large items of bathroom ceramics (bathroom cabinets, toilets, shower rooms, washbasins), floors, ceramic tiles, paints, paints, doors, wires, and basic building materials, products with larger items of more than 0.6 cubic meters or more than 20 kilograms of lamps and security]. If the delivery time has been set through pre-sale tools, the tool display time shall prevail. Others shall be shipped within 20 days from the date of payment by the consumer.
4) The following two types of goods must be shipped before 23:59:59 on November 25, 2017 and ensure that consumers can check the logistics status of the orders (packaging, transit, delivery, signing, etc.) within the logistics company system:
Fresh products (referring to fresh fruits, fresh vegetables/vegetable products, raw meat/meat products, seafood/aquatic products/products, eggs/egg products, ice cream/frozen products);
Clothing and apparel products (referring to men's and women's clothing, men's and women's shoes, underwear, sports outdoors, luggage & accessories, watches and glasses, jewelry and accessories).
5) The delivery time of rural Taobao orders shall be subject to the "Rural Taobao order investment standards".
6) For orders that have been set up with "Appointment Delivery", the delivery time shall be subject to the appointment delivery time selected by the consumer.
7) Other special circumstances shall be determined by the buyer and seller's own negotiation (such as automobiles, motorcycles, etc.).
(2) Tmall International Order:
1. For Tmall International Platform orders paid by consumers from November 11, 2017 to 23:59:59 on November 11, 2017, merchants (except virtual category *) must ship the goods before 23:59:59 on November 20, 2017 and hand over to the logistics company to pick up the parts, and ensure that consumers can check the logistics status of the orders (packing, transit, delivery, signing, etc.) within the logistics company system, otherwise the delivery processing will be delayed in accordance with the "Tmall International Terms and Conditions of Service Rules".
2. Tmall International Platform Orders from 00:00:00 on November 12, 2017 to 23:59:59 on November 17, 2017
1) For goods whose shipment warehouse is mainland China (including cross-border bonded goods and imported spot goods), merchants (except virtual category*) must ship the goods before 23:59:59 on November 20, 2017 and hand over to the logistics company to pick up the parts, and ensure that consumers can check the logistics status of the orders (packing, transit, delivery, signing, etc.) within the logistics company system, otherwise the delivery processing will be delayed in accordance with the "Tmall International Terms and Conditions of Service Rules".
2) For goods whose shipment warehouse is overseas countries or Hong Kong, Macao and Taiwan, merchants (except virtual category*) must ship the goods before 23:59:59 on November 25, 2017 and hand over to the logistics company to pick up the parts, and ensure that consumers can check the logistics status of the order (packing, transit, delivery, signing, etc.) within the logistics company system, otherwise the shipment processing will be delayed in accordance with the "Tmall International Terms and Conditions of Service Rules".
2. Transaction process adjustment:
(I) Confirmation of receipt timeout: Orders with successful payment from 00:00:00 on November 11, 2017 to 23:59:59 on November 17, 2017:
(1) If shipped through express delivery or EMS, the system will automatically confirm receipt after 15 days from the "seller has shipped" status.
(2) If shipped by plain mail, the system will automatically confirm receipt after 30 days from the "seller has shipped" status.
(3) Tmall International products will automatically confirm receipt of the goods 30 days after the "seller has shipped" status.
(4) The order information shall prevail in staged orders.
(II) Rights protection/complaint process:
1. Adjustment of the application time for refund for unshipped orders:
Due to the huge traffic during the event and the large number of orders generated, the refund function for unshipped orders on the "Born Baby" page of consumers was temporarily closed. This function will be open at 00:00:00 on November 11, 2017 from 23:59:59 on November 11, 2017. Except for distribution platforms (purchase orders from suppliers and distributors) and virtual orders, the details shall be subject to the refund entry information in the "Born Baby" list.
2. Adjustment of delayed delivery rights protection/complaint application time:
For Tmall orders paid from November 11, 2017 to 23:59:59 on November 11, 2017, from November 11, 2017 to 23:59:59 on November 20, 2017, consumers cannot choose [out of stock] or [not shipped at the agreed time] as the reason for applying for rights protection, nor can they choose [delayed shipment] as the reason for complaints. After November 21, 2017, the above reasons can be selected after 00:00:00 on November 21, 2017. Except for pre-sale merchandise orders and virtual orders.
3. Adjustment of merchants’ time for handling rights protection:
1) For Tmall refund/return applications initiated or modified from 00:00:00 on November 11, 2017 to 23:59:59 on November 20, 2017, the merchant shall process the application within 5 days from the date when the consumer initiates or modifys the application for refund. If the application is not processed within the deadline, a refund agreement will be automatically reached. Except for some business* and virtual order**.
2) If the consumer fills in the return logistics information between 00:00:00 on November 11, 2017 and 23:59:59 on November 20, 2017, and the consumer returns using express delivery or EMS, the merchant should process the goods within 15 days from the date when the consumer fills in the return waybill number. If it is not processed within the deadline, it will automatically refund the goods to the consumer. Except for some business* and virtual order**.
4. Adjust the time when consumers fill out the return waybill number:
For return applications agreed by the merchant from 00:00:00:00 on November 11, 2017 to 23:59:59 on November 20, 2017, consumers should fill in the return bill number within 7 days from the date when the merchant agrees to his return application. If it is not filled out within the deadline, the return application will be automatically closed. Except for some business* and virtual order**.
5. Tmall exchange process adjustment: From 10:00:00 on November 1, 2017 to 23:59:59 on November 30, 2017, the exchange portal was closed and reopened at 00:00:00 on December 1, 2017.
6. Adjustment of transaction process for applying for intervention:
For Tmall refund/return rights protection that applies for intervention between 00:00:00 on November 11, 2017 and 23:59:59 on December 11, 2017, if the rights protection requires the evidence process, the consumer/merchant should upload the certificate within 5 days of applying for intervention; and the merchant should handle the certificate within 2 days after the consumer completes the evidence. If it is not processed within the deadline, the rights protection will automatically flow into manual processing.
7. Adjustment of consumers' extended delivery time: For Tmall orders paid by consumers from November 11, 2017 to 23:59:59 on November 17, 2017, consumers can independently extend the delivery time to a well-known delivery time that can be extended by 5 days.
8. Special instructions:
1) From 00:00:00:00 on November 11, 2017 to 23:59:59 on December 11, 2017, consumers apply for the "30-day worry-free return" service, consumers apply for a refund, and the reason for the refund is "seven-day no-reason return and exchange" and "30-day quality issues without worry-free return", and the return method is "On-door pickup", and the merchant responds within 72 hours.
2) If you apply for one-click worry-free service of the "Worry-free Engineering Service Standard" from 00:00:00 to 23:59:59 on November 11, 2017, 23:59:59 on November 30, 2017, the merchant will deal with it as soon as possible due to the large service volume, but will not promise to respond within 24 hours.
Name explanation:
Some businesses*: Electric Appliance City only replaces and does not repair, 30-day warranty, worry-free damage, worry-free eye protection, return of bad orders, worry-free red butts, worry-free allergies, free mobile phone evidence, three-year warranty, orders such as distribution platform (purchase orders from suppliers and distributors), cash on delivery, etc.;
Virtual orders**: Orders under the category "Cafeteria, Food, Shopping Coupons/Cakes and Breads, Localized Life Services, Supermarket Cards/Mall Shopping Cards, Mobile/University Unicom/Telecom Recharge Center, Mobile Number/Package/Value-added Business, Invincible Cards, Tencent QQ Zone, Online Game Equipment/Game Coins/Accounts/Agent Training, Online Game Point Cards, Photography/Video Services".
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