The Lunar New Year is approaching, and logistics companies and Tmall merchants are closed and holidays are being held. In order to protect consumers' shopping experience and Tmall market transaction order, the following adjustments are made to merchant shipment time and transaction timeout during the Spring Festival:
1. Shipping rules
(1) Tmall order
For orders paid by consumers from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, unless special products or goods that have otherwise agreed on delivery time, such as customization, pre-sales and other special circumstances, the merchant must ship the goods before 24:00:00 on February 15, 2019 and ensure that consumers can check the logistics status of the order (packaging, 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". For specific special products or products with separate delivery time such as customization, pre-sale and other special circumstances, the "Rules and Implementation Rules for Delayed Shipping" shall prevail.
(II) Tmall International Order
For orders paid by consumers on January 28, 2019 to 23:59:59 on February 10, 2019, merchants (except virtual category*) must ship the goods before 24:00:00 on February 15, 2019 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".
However, 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 delivery time of pre-sale products shall be based on the time of publication of the pre-sale products page.
2. Transaction process adjustment
(I) Confirm the receipt timeout:
Orders clicked for shipment from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019:
1. If shipped through express delivery or EMS, the system will automatically confirm receipt after 20 days from the status of "seller has shipped";
2. If shipped by plain mail, the system will automatically confirm receipt after 30 days from the status of "seller has shipped";
3. Tmall International products will automatically confirm receipt of goods 40 days after the "seller has shipped" status;
4. The order information for home decoration is subject to the order information;
5. The buyer can independently extend the delivery time to a maximum of 5 days.
6. The buyer's receipt address is a Tmall transaction order in overseas or Hong Kong, Macao and Taiwan. The confirmation of the receipt timeout is consistent with the daily routine.
(II) Refund/complaint process:
1. Adjustment of the time for delayed shipment refund/complaint application
(1) Tmall order
For orders paid from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, from 00:00:00 on January 28, 2019 to 23:59:59 on February 15, 2019, 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 [shipping issue] as the reason for complaints. After 00:00:00 on February 16, 2019, the above reasons can be selected.
Except for pre-sale product orders and virtual orders**, etc.
(2) Tmall International Order
For orders paid on January 28, 2019 to 23:59:59 on February 10, 2019, between 00:00:00 on January 28, 2019 and 23:59:59 on February 15, 2019, 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 00:00:00 on February 16, 2019, the above reasons can be selected.
Except for pre-sale product orders and virtual orders**, etc.
2. Refund/after-sales timeout adjustment (including Tmall, Tmall International)
(1) If a consumer applies for/modify the refund from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, or if the merchant refuses to apply from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the relevant timeout regulations are as follows:
A: The timeout waiting for merchants or consumers to confirm and modify is uniformly adjusted to 15 days;
B: 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 January 28, 2019 to 23:59:59 on February 13, 2019, the timeout for waiting for the consumer to fill in the return information is adjusted to 25 days.
Except for virtual orders**, etc.
(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 January 28, 2019 to 23:59:59 on February 13, 2019, 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 merchants apply for customer service intervention on February 4, 2019, 00:00:00 to February 10, 2019, those who apply for customer service intervention will be resumed after February 11, 2019.
3. Time for handling behavioral complaints:
The behavioral complaints (violating promises, delayed shipment, malicious harassment, etc.) initiated on February 4, 2019 to 23:59:59 on February 10, 2019 will be resumed on February 11, 2019.
3. Others
(1) Adjustment of the seven-day unreasonable exchange process
1. If a consumer applies/modify the product for seven days without reason from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, or if the merchant refuses to apply from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, 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 January 28, 2019 to 23:59:59 on February 13, 2019, the timeout 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 January 28, 2019 to 23:59:59 on February 13, 2019, the timeout time for waiting for the merchant to fill in the delivery information will be adjusted to 15 days.
(II) Adjust the process of applying for invoices online during Tmall product ordering and applying for invoices online after successful payment.
1. If the orders for consumers who "apply for invoices online during the order placing a step", if the transaction is successful (the transaction is successful, it means that the order status shows "transaction success", the same below) is from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the merchant must complete the invoice within 20 days after the transaction is successful (completed invoice is required to complete the online return of the merchant within 20 days after the transaction is successful. For merchants who provide paper invoices, they must send out the paper invoice within 20 days after the transaction is successful and fill in the invoice information and delivery order number online. The time when the merchant sends the invoice is based on the time when the merchant enters the express order number, the same below).
2. Orders for consumers to “apply for invoices after payment is successful”:
A. When a consumer applies for invoice, if the order status is displayed as "Buyer has paid", "Seller has shipped" or other transactions have not yet been successful, and the transaction is successful from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the merchant must complete the invoice within 20 days after the transaction is successful;
B. When a consumer applies for invoice, if the order status is displayed as "transaction successful" and the application time is between 00:00:00 on January 28, 2019 and 23:59:59 on February 13, 2019, the merchant must complete the invoice within 20 days after the date of application.
Otherwise, it will be handled in accordance with Article 5 of the "Tmall Invoice Management Specifications".
(III) Speedy refund business adjustment
Consumers fill out the order with the return logistics order number from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019. The fast refund in the status of "Consumer has returned the goods, waiting for the merchant to confirm receipt" is closed.
(IV) Business adjustment of "0 seconds response to return agreement"
Consumers apply for orders for return refunds from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, and close the 0-second response to the return agreement service (including orders for mobile phone proof-free service).
(V) Speedy rights protection business adjustment
Consumers will be offline from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019.
(VI) Adjustment of online postage business
The relevant timeout regulations for postage orders generated from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019 are as follows:
1. Wait for merchant confirmation and modification timeout to 3 days;
2. Wait for consumers to cancel or modify the timeout to 15 days.
(7) Temporary adjustment of appointment installation services
1. Electrical appliance orders: Affected by statutory holidays, from 00:00:00 on February 2, 2019 to 23:59:59 on February 13, 2019, 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.
2. Home decoration orders: Orders for home decoration and home decoration and home installation services. Due to the changes in the work and rest time of the installation service personnel during the Spring Festival, the installation orders from 00:00:00 on January 25, 2019 to 23:59:59 on February 15, 2019 will be suspended and will be restored from 0:00 on February 16, 2019.
(8) Temporary adjustment of one-click help service
Affected by statutory holidays, from 00:00:00 on January 28, 2019 to 23:59:59 on February 15, 2019, the one-click help service will be suspended from fulfilling its commitment to solve within 1 hour and provide solutions within 48 hours. The complaints arising during the period will be processed from 0:00 on February 16, 2019 and will be handled within 7 days.
(9) Allergy-free, red butt-free, broken-free, bad-free, 360 warranty, 30-day safe-free return, 30-day warranty, eye-protection and worry-free business temporary adjustment
Applications initiated or modified from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019 are in accordance with the above-mentioned contents of "Transaction Process Adjustment".
(10) Temporary adjustments for business only without repair
1. If consumers apply for replacement and no repairs between 00:00:00 on January 28, 2019 and 23:59:59 on February 13, 2019, or if the merchant refuses to apply between 00:00:00 on January 28, 2019 and 23:59:59 on February 13, 2019, the relevant timeout regulations are as follows:
A: The timeout waiting for merchants or consumers to confirm and modify is uniformly adjusted to 15 days;
B: 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. The merchant agreed to replace only those who do not repair the agreement (including refund and after-sales service) from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, and wait for consumers to fill in the return information to adjust the timeout time to 25 days.
3. After the merchant confirms receipt from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the timeout time for waiting for the merchant to fill in the delivery information will be adjusted to 15 days.
(11) Temporary adjustment of mobile phone certificate-free return and exchange service
From 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, mobile phones will be suspended from return and exchange without evidence.
(12) Temporary adjustment of 30-day worry-free withdrawal service
1. If consumers apply for replacement and no repairs between 00:00:00 on January 28, 2019 and 23:59:59 on February 13, 2019, or if the merchant refuses to apply between 00:00:00 on January 28, 2019 and 23:59:59 on February 13, 2019, the relevant timeout regulations are as follows:
A: The timeout waiting for merchants or consumers to confirm and modify is uniformly adjusted to 15 days;
B: 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. The merchant agreed to replace only those who do not repair the agreement (including refund and after-sales service) from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, and wait for consumers to fill in the return information to adjust the timeout time to 25 days.
3. After the merchant confirms receipt from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the timeout time for waiting for the merchant to fill in the delivery information will be adjusted to 15 days.
(13) Temporary adjustment of three-year warranty service
Affected by statutory holidays, the warranty requirements initiated from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019 will be postponed to the start of processing on February 14, 2019.
(14) Temporary adjustment of extended warranty services
The purchase entrance for extended warranty services is open normally, and the application entrance for extended warranty services is open normally. The service provider responds to consumers 24 hours after receiving the order. The appointment for door-to-door repair time is after the Spring Festival. The appointment is available for door-to-door maintenance date: 00:00:00 on February 11, 2019.
(15) Temporary adjustment of broken screen worries-free business
The purchase entrance for broken screen service is open normally, and the application entrance for broken screen service for broken screen service is open normally. The service provider responds to consumers 24 hours after receiving the order. The appointment is made after the Spring Festival. The appointment is available for door-to-door repair date: 00:00:00 on February 11, 2019.
(16) Temporary adjustment of old-for-new service
During the Spring Festival, users can estimate the price online and submit orders normally, but the time for picking up parts by old machines can only make an appointment for recyclers to come to the door.
1. Mobile phone category: No reservations can be made between 00:00:00 on February 4th and 23:59:59 on February 8th
2. Home appliance category: No reservations can be made between 00:00:00 on February 1st and 23:59:59 on February 25th
3. Digital category: No reservations can be made between 00:00:00 on February 4th and 23:59:59 on February 10th
4. Explanation of nouns
Virtual orders: Orders under the categories of "Cafeteria, Food, Shopping Coupons/Cakes and Breads, Localized Life Services, Supermarket Cards/Mall Shopping Cards, Mobile/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";
This announcement will be made publicly on January 11, 2019 and will be valid during the 2019 Spring Festival activities.
Thank you for your support to Tmall, and I wish you all the family happiness, good health and all the best in the new year!
Tmall
January 11, 2019
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