Tmall 2018 Spring Festival shipping time and transaction process adjustment announcement

Dear members:

     In order to continuously improve consumers' shopping experience and maintain the transaction order of Tmall market, after comprehensively considering the changes in working hours between logistics companies and merchants, Tmall made the following special regulations on the delivery time and transaction timeout of merchants during the Spring Festival:

1. Shipping rules

(1) Tmall order

During the 2018 Spring Festival (00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018), the merchant (except for virtual category*) must ship the goods before 23:59:59 on February 27, 2018 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". However, merchants in the following scenarios can handle them separately according to the following special requirements:

1 ) Customized product shipment time, the description on the merchant’s details page shall prevail;

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

3) 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, the time displayed in the "delivery time" module next to the main picture of the product details page shall prevail. The two parties shall negotiate with each other in other special circumstances.

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. Others shall be shipped within 20 days from the date of payment by the consumer.

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

(II) Tmall International Order

During the 2018 Spring Festival (00:00:00 on February 8, 2018 to 23:59:59 on February 22, 2018), the merchant (except for virtual category*) must ship the goods before 23:59:59 on February 27, 2018 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 International Rules". Merchants in the following scenarios can handle them separately according to the following special requirements:

1) Customized product shipment time, the description of the merchant’s details page shall prevail;

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:

1. Tmall order:

During the 2018 Spring Festival (00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018), if the order is clicked on and shipped using express delivery or EMS, the time limit for consumers to confirm receipt will be adjusted to 20 days (the flat mail and virtual orders remain unchanged), and the order information will be subject to the order information.

2. Tmall International Order:

During the 2018 Spring Festival (00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018), if the order is clicked on, and if the order is shipped using express delivery or EMS, the time limit for the consumer confirmation of receipt will be adjusted to 40 days (the flat mail and virtual orders remain unchanged).

(II) Refund/complaint process:

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

(1) Tmall order

For orders for payment during the Spring Festival in 2018 (00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018), from 00:00:00 on February 8, 2018 to 23:59:59 on February 27, 2018, 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 the reasons for complaints of [not shipped at the agreed time]; after 00:00:00 on February 28, 2018, the above reasons can be selected. Except for setting shipping time and official pre-sale.

(2) Tmall International Order

For orders for payment during the 2018 Spring Festival (00:00:00 on February 8, 2018 to 23:59:59 on February 22, 2018), from 00:00:00 on February 8, 2018 to 23:59:59 on February 27, 2018, consumers cannot choose the reasons for complaints [not shipped at the agreed time]; after 00:00:00 on February 28, 2018, the above reasons can be selected. Except for setting shipping time and official pre-sale.

2. Refund/after-sales timeout adjustment

(1) If a consumer applies for/modify the refund from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018, and the merchant refuses to apply from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018, the relevant timeout regulations are as follows:

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

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

(2) If the merchant agrees to the return agreement (including refund and after-sales service) from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018, the timeout for waiting for the consumer to fill in the return information is adjusted to 25 days.

(3) Invoice application timeout adjustment:

1) If the merchant agrees to the consumer invoice re-send application from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018, 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.

2) If a consumer applies/modifies the invoice for re-issue between 00:00:00 on February 8, 2018 and 23:59:59 on February 24, 2018, the relevant timeout regulations are as follows:

a. Waiting for merchants or consumers to confirm and modify the timeout to 15 days;

b. After the merchant fills out the express delivery number for the reissue invoice, the consumer confirms that the receipt has expired and adjusted it to 20 days.

(III) Application process for customer service intervention:

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 February 8, 2018 to 23:59:59 on February 24, 2018, if the rights protection requires the evidence process, the consumer/merchant should upload the certificate within 15 days of applying for intervention; the merchant should handle the certificate within 3 days after the consumer 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 consumers or sellers apply for customer service intervention on February 15, 2018, 00:00:00 to February 21, 2018, those who apply for customer service will be resumed after February 22, 2018.

3. Time for handling behavioral complaints:

The behavioral complaints (violation of promises, malicious harassment, etc.) initiated on February 15, 2018 to 23:59:59 on February 21, 2018 will be resumed on February 22, 2018.

3. Others

(1) Adjustment of the seven-day unreasonable exchange process

1. If a consumer applies/modify the product for 7 days without reason from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018, and the merchant refuses to apply from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018, the relevant timeout regulations are as follows:

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

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

2. If the merchant agrees to the return agreement (including refund and after-sales service) from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018, the timeout time for waiting for the consumer to fill in the return information is adjusted to 25 days;

3. After the merchant confirms receipt from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018, the timeout time for waiting for the merchant to fill in the delivery information will be adjusted to 15 days.

(II) Speedy refund business adjustment

Consumers fill out the order with the return logistics order number from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018. The fast refund in the status of "Consumer has returned the goods, waiting for the merchant to confirm receipt" is closed.

(III) Business adjustment of "0 seconds response to return agreement"

Consumers apply for orders for return refunds from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018, and close the 0-second response to the return agreement service (including orders for mobile phone proof-free service).

(IV) Speedy rights protection business adjustment

Consumers will be offline from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018.

(V) Adjustment of online postage services

The relevant timeout regulations for postage orders generated from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018 are as follows:

1) Wait for merchant confirmation and modification timeout to 3 days;

2) Wait for the timeout of consumers to cancel or modify to 15 days.

(VI) Temporary adjustments for business only without repair

1. If the consumer applies/revises only and does not repair them from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018, and the merchant refuses to apply from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018, the relevant timeout regulations are as follows:

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

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

2. If the merchant agrees to replace the agreement only from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018, the timeout time for waiting for the consumer to fill in the return information is adjusted to 25 days.

3. After the merchant confirms receipt from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018, the timeout time for waiting for the merchant to fill in the delivery information will be adjusted to 15 days.

(7) Temporary adjustment of appointment installation services

Affected by statutory holidays, from 00:00:00 on February 15, 2018 to 23:59:59 on February 21, 2018, the home appliance appointment installation service will be suspended within 24 hours. The specific installation time will be subject to the actual contact of each service provider.

(8) Temporary adjustment of door-to-door installation services

Affected by statutory holidays, installation orders from 00:00:00 on February 6, 2018 to 23:59:59 on March 3, 2018 will be suspended and will be restored from 0:00 on March 4, 2018.

(9) Temporary adjustment of one-click help service

Affected by statutory holidays, from 00:00:00 on February 6, 2018 to 23:59:59 on March 3, 2018, the one-click help service will be suspended within 1 hour and the solution will be provided for 48 hours.

(10) Allergy-free, red butt-free, damaged, bad order-free, 30-day quality assurance, eye-free service temporary adjustment

Applications initiated or modified from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018 are in accordance with the above-mentioned contents of "Transaction Process Adjustment".

(11) Temporary adjustment of mobile phone certificate-free return and exchange service

The service will be suspended from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018.

(12) Temporary adjustment of door-to-door pickup service

Affected by statutory holidays, door-to-door pickup (including station shipments and self-pickup cabinet shipments) will be closed one after another from February 3, 2018. Service is expected to resume on February 23. Details shall be subject to the information displayed on the refund page.

(13) Temporary adjustment of three-year warranty service

Affected by statutory holidays, the warranty requirements initiated from 00:00:00 on February 8, 2018 to 23:59:59 on February 24, 2018 will be postponed to the start of processing on February 27.

(14) Temporary adjustment of Tmall car maintenance services

Affected by the holidays of service personnel during the Spring Festival, Tmall car maintenance service during February 6, 2018 will be suspended from 0:00:00 on February 6, 2018 to 23:59:59 on March 3, 2018 and will resume from 0:00 on March 4, 2018.

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