2019 Spring Festival Taobao delivery rules Spring Festival shopping refund and complaint process
4hw.com.cn: now people rely more and more on express delivery. Many friends want to enjoy waiting for express delivery at home. Near the Spring Festival, major express companies shut down and many Taobao merchants stop shipping. What are the shipping rules of Taobao during the Spring Festival? How do I get a refund? Let's have a look.
1、 Shipping rules
For orders paid by the buyer from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the seller must meet the following delivery requirements. Otherwise agreed by both parties, the agreement of both parties shall prevail. If the goods are not delivered as required, it shall be handled in accordance with the "Taobao rules" and the promise of "not delivering at the agreed time".
（1） General requirements
The seller must deliver the goods before 23:59:59 on February 16, 2019 and hand them over to the logistics company for picking up parts. The buyer can check the logistics status of the order (picking up parts, transit, delivery, signing in, etc.) in the logistics company's system.
（2） Special requirements
1. For large furniture [refers to commercial / office furniture, hardware / tools, piano, residential furniture, bathroom ceramics (bathroom cabinet, toilet, shower room, basin), floor, ceramic tile, paint, coating, wire, basic building materials, lamps and security products higher than 0.6m3 or more than 20kg], the Seller shall complete the delivery within 20 days from the date of payment by the buyer;
2. The delivery time of customized, pre-sale and crowdfunding commodities shall be subject to the delivery time described in the prominent position on the seller's commodity details page;
3. The delivery time of virtual category goods shall be subject to the daily delivery time requirements.
2、 Transaction process adjustment
（1） Confirm receipt timeout:
Orders clicked for shipment from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019:
1. If the goods are delivered by express or EMS, the system will automatically confirm the receipt 20 days after the status of "seller has delivered";
2. If the goods are delivered by surface mail, the system will automatically confirm the receipt 30 days after the status of "seller has delivered";
3. For global direct mail goods, the system will automatically confirm the receipt 40 days after the status of "seller has delivered";
4. The buyer can independently extend the receiving time to a maximum of 5 days;
5. For Taobao trading orders whose receiving address is overseas or Hong Kong, Macao and Taiwan, confirm that the receiving timeout is consistent with the daily.
（2） Refund / complaint process:
1. Adjustment of refund / complaint application time for delayed shipment
For Taobao orders paid between 00:00:00 on January 28, 2019 and 23:59:59 on February 13, 2019, during 00:00:00 on January 28, 2019 and 23:59:59 on February 16, 2019, the buyer cannot choose [out of stock] or [not delivering at the agreed time] as the reason for applying for refund or [not delivering at the agreed time] as the reason for complaint, After 00:00:00 on February 17, 2019, the above reasons can be selected.
Except for virtual categories.
2. Refund / after-sales timeout adjustment
(1) If the buyer applies for / modifies the refund from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, or the seller refuses the application from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the relevant timeout provisions are as follows:
① The overtime waiting for confirmation and modification by the seller or buyer shall be uniformly adjusted to 15 days;
② The buyer has returned the goods, and the timeout waiting for the seller to confirm the receipt is uniformly adjusted to 20 days (surface mail remains unchanged);
③ The buyer confirms that the overtime for receiving the supplementary goods is uniformly adjusted to 20 days;
④ The overtime of replacement maintenance shall be uniformly adjusted to 30 days after the buyer confirms the completion.
(2) If the Seller agrees to the return agreement (including refund and after-sales) from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the timeout waiting for the buyer to fill in the return information shall be adjusted to 25 days (excluding virtual categories).
（3） Process of applying for customer service intervention:
1. Time of applying for customer service intervention:
During the period from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the Buyer / seller shall upload the voucher within 15 days after applying for intervention if the right protection needs to go through the proof process; The Seller shall handle it within 3 days after the buyer completes the proof. If it fails to handle it within the time limit, the rights protection will automatically flow into manual processing.
2. Customer service intervention time:
If the buyer or seller applies for customer service intervention from 00:00:00 on February 4, 2019 to 23:59:59 on February 10, 2019, it will resume processing after February 11, 2019.
3. Handling time of behavior complaints:
Behavioral complaints (breach of promise, delayed delivery, malicious harassment, etc.) initiated from 00:00:00 on February 4, 2019 to 23:59:59 on February 10, 2019 will be resumed on February 11, 2019.
3、 Other
（1） Temporary adjustment of delivery time commitment contract products
Taobao promises that the contract products will be temporarily closed from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019.
Please note that if the delivery time needs to be extended, please make it clear or agree with the buyer.
（2） Temporary adjustment of damaged replenishment contract
During the period from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the overtime waiting for the seller to handle the damaged replenishment contract is extended from 5 days to 15 days; The timeout to be modified by the buyer shall be extended from 7 days to 15 days; The time-out period for the buyer to confirm receipt of the goods to be sent is extended from 10 days to 20 days.
（3） Temporary adjustment of fast refund business
For orders paid by the buyer from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the quick refund under the status of "the buyer has paid, waiting for the seller to deliver" is closed.
From 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the buyer fills in the order of return logistics number, and the quick refund under the status of "the buyer has returned the goods, waiting for the seller to confirm the receipt" is closed.
（4） Temporary adjustment of lightning return business
The buyer shall apply for return refund orders from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, and close the 0-second response return agreement service.
（5） Temporary adjustment of extreme rights protection business
From 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the buyer will press the "speed rights protection" button at the front desk.
（6） Temporary adjustment of allergy refund and bad order compensation business
1. If the buyer applies for / modifies the refund from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, or the seller refuses the application from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the relevant timeout provisions are as follows:
(1) The overtime waiting for confirmation and modification by the seller or buyer shall be uniformly adjusted to 15 days;
(2) The buyer has returned the goods, and the timeout waiting for the seller to confirm the receipt is uniformly adjusted to 20 days (surface mail remains unchanged);
(3) The buyer confirms that the overtime for receiving the supplementary goods is uniformly adjusted to 20 days;
(4) The overtime of replacement maintenance shall be uniformly adjusted to 30 days after the buyer confirms the completion.
2. If the Seller agrees to the return agreement (including refund and after-sales) from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the timeout waiting for the buyer to fill in the return information shall be adjusted to 25 days.
（7） Temporary adjustment of leasing business
1. If the seller clicks the delivery order from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, and the delivery is made by express or EMS, the buyer confirms that the delivery timeout is adjusted to 20 days;
2. If the buyer applies for / modifies the refund from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, or the seller refuses to apply from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the relevant timeout provisions are as follows:
(1) The overtime waiting for confirmation and modification by the seller or buyer shall be uniformly adjusted to 15 days (when the buyer applies for refund only when the buyer has paid and the seller has not delivered, the overtime waiting for confirmation and modification by the seller or buyer shall be adjusted to 3 days);
(2) The buyer has returned the goods, and the timeout waiting for the seller to confirm the receipt is uniformly adjusted to 20 days (surface mail remains unchanged);
3. If the Seller agrees to the return agreement (including refund and after-sales) from 00:00:00 on January 28, 2019 to 23:59:59 on February 13, 2019, the timeout waiting for the buyer to fill in the return information shall be adjusted to 25 days. This announcement will be announced on January 14, 2019 and will be valid during the Spring Festival in 2019.
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