If the delivery is seriously delayed, the goods will be removed from the shelves; If the delay in delivery is serious and the buyer initiates a complaint, and the merchant does not voluntarily agree to compensation or reach an agreement with the buyer before Tmall judges that the complaint is established, in addition to paying compensation to the buyer, it will generally be deducted 1 point for each violation (the accumulated deduction within 30 days will not exceed 6 points).
Extended information In order to improve the shopping experience of consumers on the platform, when consumers turn to the platform for help, they feedback that there is a delivery problem in the merchant, and the fact of breach of contract can be determined according to the transaction information, and the platform will directly judge the breach of contract. The impact of complaints on businesses: giving red envelopes to buyers as liquidated damages does not affect the comprehensive service index of stores.
Example of Class B violation scenario:
(1) Scenario 1: The two parties have not agreed on the delivery time, and there is no express delivery record for this order after 48 hours of payment by the consumer, or the delivery time exceeds 48 hours.
(2) Scenario 2: After the consumer pays, the merchant refuses to deliver the goods on the grounds that the goods are out of stock \ defective, etc.
(3) Scenario 3: Missed the delivery, sent the wrong goods, and failed to replace them in time within the delivery time promised in the order.
The following compensation cases for delayed delivery are not supported. If the buyer applies for compensation for delayed delivery, the buyer and the seller shall negotiate by themselves:
(1) Abuse of late delivery rules;
(2) purchases not based on daily consumption;
(3) After being exposed by the news media, notified by the state administrative department or investigated by Taobao, it is found that the goods themselves or information are suspected of violating laws and regulations. In order to protect the rights and interests of buyers, Tmall requires the merchants to stop delivery immediately;
(4) Due to special circumstances such as floods, fires, earthquakes, major government meetings and major events. The merchant can't deliver the goods according to the agreed time, and it will be evaluated by Tmall and reported to Tmall for approval.
References:
Tmall-delayed delivery rules and implementation details
References:
Tmall-Why is the complaint about delivery directly established?