Announcement on the 2017 Tmall "Double 12 Year-end Brand Ceremony" delivery time and transaction process adjustment

Dear members:

In order to ensure consumers' shopping experience and maintain the orderly transaction order of Tmall during Double 12, Tmall has made the following special provisions on the delivery time and transaction process of merchants during Double 12:

1. Delivery time

(1) Tmall order

For Tmall platform orders paid by consumers from 00:00:00 on December 12, 2017 to 23:59:59 on December 18, 2017 , merchants (except virtual category *) must deliver the goods in real time before December 21, 2017, 23:59:59 on December 21, 2017 and ensure that consumers can check the logistics status of the order (packing, transit, delivery, signing, etc.) within the logistics company system, otherwise consumers can request compensation in accordance with the "delayed shipment" rule of the "Tmall Rules". However, merchants in the following scenarios can handle them separately according to the following special requirements:

1. Customize the delivery time of the product, subject to the description of the merchant details page.

2. Pre-sale products (see the rules and implementation rules for delayed delivery for details) shall be based on the time displayed in the "Delivery Time" module next to the main picture of the product details page.

3. Furniture and building materials (referring to residential furniture, commercial/office furniture, home decoration main materials, electronics/electrical, basic building materials, decoration design/construction/supervising, hardware/tools, whole-house customization), curtains, curtains and accessories, seat cushions/chair cushions/sofa cushions, the time displayed in the "Shipping Time" module next to the main picture of the product details page shall prevail.

4. For 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 a size greater than 0.6 cubic meters or more than 20 kilograms of lamps and security], the delivery time shall be based on the time displayed by the "delivery time" module next to the main picture of the product details page. Other items shall be shipped within 20 days from the date of payment by the consumer.

5. For orders with "Appointment Delivery" set, the delivery time shall be subject to the appointment delivery time selected by the consumer.

6. Other circumstances must comply with the "delayed shipment" rules of the Tmall Rules.

(II) Tmall International Order

For Tmall International Platform orders paid by consumers from 00:00:00 on December 12, 2017 to 23:59:59 on December 16, 2017 , merchants (except virtual category*) must deliver the goods in real time before December 21, 2017 and ensure that consumers can view the logistics status of the orders (packing, transit, delivery, signing, etc.) within the logistics company system. Otherwise, consumers can request compensation in accordance with the "Delayed Shipping Terms" of the "Tmall Global Service Terms". Merchants in the following scenarios can handle them separately according to the following special requirements:

1. Customized product shipment time, subject to the description of the merchant’s details page;

2. The pre-sale products shall be based on the time displayed in the "Shipping Time" module next to the main picture of the product details page.

2. Transaction process adjustment

(I) Confirm the receipt timeout

For orders with successful payments from 00:00:00 on December 12, 2017 to 23:59:59 on December 18, 2017 , the confirmation time for receipt is as follows:

(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 after 30 days from the "seller has shipped" status.

(4) Orders such as home decoration are subject to the order information.

(5) The buyer can independently extend the delivery time to a well-known one, which can be extended by 5 days.

(II) Refund/complaint process

1. Adjustment of the application time for refund for unshipped orders

From 00:00:00 on December 12, 2017 to 23:59:59 on December 12, 2017 , the refund function for unshipped orders on the "Borrowed Baby" page of consumers will be temporarily closed. This function will be reopened at 00:00:00 on December 13, 2017 . Except for supply and marketing platforms (purchase orders from suppliers and distributors) and virtual orders*, please refer to the information displayed in the refund entrance in the "Born Baby" list for specific details.

2. Adjustment of the time for delayed shipment refund/complaint application

For Tmall orders paid from December 12, 2017 to 23:59:59 on December 12, 2017 , between December 12, 2017, 23:59:59 on December 12, 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 complaint. After 00:00:00 on December 22, 2017, consumers can choose the reasons for rights protection based on facts. Except for pre-sale product orders and virtual orders*, etc.

3. Merchants handle refund timeout adjustment

(1) For Tmall refund/return applications initiated or modified from 00:00:00 on December 12, 2017 to 23:59:59 on December 21, 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 December 12, 2017 and 23:59:59 on December 21, 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, the refund will be automatically refunded 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 on December 12, 2017 to 23:59:59 on December 21, 2017 , consumers should fill in the return waybill 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.

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