Affected by the epidemic, logistics in some areas was affected, resulting in the inability of Aauto faster merchants in the epidemic area to deliver goods or return goods in time. In order to help businesses make a smooth transition, Aauto Quicker temporarily adjusted the delivery logistics assessment, after-sales return refund time assessment and the time limit for buyers and sellers to return goods.

I. Policy adjustment

1. Adjustment of delivery policy

Physical orders with promised delivery time, delivery address or user's delivery address within the following table are not included in the calculation of timely delivery rate and abnormal collection rate, and delayed delivery will not be deducted (please refer to the regional table corresponding to delivery policy adjustment: /rule/web/detail? Id=XmaXbxFdae), and orders in other regions are normally assessed.

2. Adjustment of after-sales policy

The merchant's return address is in the following regions (please refer to the corresponding regional table for after-sales policy adjustment), and the "return application time" is within the corresponding time period in the following table. After the buyer uploads the return logistics number, the merchant will automatically confirm the receipt time and adjust it to 2 1 day.

Physical orders returned by merchants with delivery addresses in the following regions are not included in the evaluation of the independent end time index of return refund, and orders in other regions are normally evaluated.

The platform has suspended the fine for commercial disputes in epidemic areas: the alternative is "warning/compulsory inspection and learning", please pay attention to the user experience and work with the platform to overcome difficulties.

If the merchant's return receiving address is in an epidemic area, the penalty of "service violation" will be suspended until the end of the epidemic.

Second, the delivery and after-sales policy frequently asked questions

1, delivered

The epidemic situation of 1. 1 could not be delivered. Do you need to take the initiative to report?

A: First, judge whether the delivery address of the merchant or the delivery address of the user is in the regional table corresponding to the adjustment of the delivery policy. If it is a mere formality, the platform will take the initiative to eliminate the assessment and not file it. If it is not in the table, report it to the platform actively.

1.2 If the delivery address of the merchant or the delivery address of the user is not in the regional table corresponding to the adjustment of the delivery policy, the filing method is:

A: Reporting path: merchant background-logistics management-delayed delivery report-new delayed delivery report. (Please refer to: report link:/zone-origin/express/delay ship-report, and operation guide for late delivery report: /school/infos57602.html).

1.3 If the delivery address of the merchant or the delivery address of the user is in the regional table corresponding to the adjustment of the delivery policy, but the platform is not taken off the shelf voluntarily, what is the reason?

A: The merchant needs to complete the delivery address of the freight template as soon as possible. The platform will judge whether the merchant is in the epidemic area according to the delivery address filled in by the merchant. If the delivery address is vacant or incomplete, the platform cannot judge whether it is in an epidemic area, which will affect the assessment of merchants.

Fill in the path: merchant background-logistics management-freight template-edit-delivery address-fill in (please refer to: freight template settings: /school/infos537 13.html).

1.4 What should I do if the merchant's delivery address or the user's delivery address is in the regional table corresponding to the adjustment of delivery policy, but the platform does not actively eliminate the penalty?

A: The email address of the complaint is dsycfhss@kuaishou.com. Please write down your business id, specific order number and other information. If you apply for delayed delivery filing, please also provide the delayed filing number.

1.5 If the delivery address of the merchant or the delivery address of the user is in the regional table corresponding to the adjustment of the delivery policy, the platform will assess and guarantee the delivery logistics indicators of the merchant, excluding the assessment scope of star rating and delayed delivery of the store. If the merchants have sales demand, it is recommended to continue to open these regional sales.

A: setting path: freight template setting

2. Late delivery report

2. 1 If the delivery address of the merchant or the delivery address of the user is not in the regional table corresponding to the adjustment of delivery policy, what materials need to be submitted to the platform?

A: According to the selected filing type, there will be corresponding certification requirements on the page where the merchant submits the filing. (Please refer to: Report Link, Operation Guide for Late Submission of Reports)

Announcement of AutoFast on Adjusting Delivery and After-sales Policies Affected by Epidemic Situation

2.2 If the delivery address of the merchant is not in the regional table corresponding to the adjustment of the delivery policy, and it is impossible to deliver the goods in the epidemic area, what reason should it be filed?

A: If the delivery address is in an epidemic area, special orders will be selected for filing, and single batch upload is supported (2000 orders can be uploaded at a time).

Report Path: Report Link-Click Add Back Delivery Report-Report Reason and Select Special Order.

Note: The epidemic cause report is applicable to the affected receiving place and the affected delivery place. Please select a special order for the reports.

Announcement of AutoFast on Adjusting Delivery and After-sales Policies Affected by Epidemic Situation

2.3 What are the possible reasons why merchants refuse special orders after choosing to report? (If you refuse, please check whether the following conditions exist)

A: (1) The order number in the uploaded excel table has an order in the status of not shipped;

(2) There are other contents except the order number in the uploaded excel table;

(3) The uploaded excel format is not standardized: there are blank lines or all order numbers are uploaded in grid form.

2.4 What reminders can merchants receive after submitting the delayed delivery report?

Announcement of AutoFast on Adjusting Delivery and After-sales Policies Affected by Epidemic Situation

2.5 How long will it take to review the late delivery report?

A: Generally, the audit is completed within 48 hours. If the quantity is large, there may be a delay.

2.6 Can I make a report after the order is delivered?

A: No late delivery report is only applicable to orders waiting for delivery. If there is any abnormality, the merchant is advised to report it in advance.

2.7 What is the deduction range of delayed delivery to merchants?

A: The orders for deducting merchants' money are orders for delayed delivery (virtual categories, telephone charges, entertainment members, risk control orders, delayed delivery reports, orders in epidemic areas, etc.). ).

2.8 What should I do if the electronic face sheet is blocked during the epidemic?

A: Important reminder! Merchants who use a lot of face sheets and rookie face sheets, if they can't get the number and bill in the following scenarios, it is recommended to consider the following two ways:

Announcement of AutoFast on Adjusting Delivery and After-sales Policies Affected by Epidemic Situation

(1) Change to other courier companies for single delivery. Because of the differences in the allocation of epidemic areas of different courier companies, it is possible to change the normal order making of courier companies.

(2) If you still can't place an order successfully after changing the courier company, please continue to pay attention to the updated information in the epidemic area without evaluation. In areas where there is no assessment, you can choose to deliver the goods after the epidemic situation is lifted. The platform is exempted from the assessment and fines of epidemic areas, so please sell it normally. Do not configure the freight template as undelivered. See the regional table corresponding to the adjustment of delivery policy for the epidemic situation assessment policy.

3. After-sales service

3. 1 platform, is there any epidemic area assessment and elimination?

A: Yes, considering the impact of the epidemic on businesses, the platform has issued an assessment policy to work with businesses to tide over the difficulties. The specific policy adjustments are as follows:

The platform has relaxed the time limit for after-sales assessment in epidemic areas: for details, see Announcement on Adjustment of After-sales Assessment under the Influence of Epidemic Situation /rule/web/detail? Id=XmaXbxFdae。 At the same time, the platform announcement is updated irregularly according to the changes of epidemic areas, and you can search by title in the Rule Center: Post-sale Evaluation Adjustment Announcement under the Influence of Epidemic Situation.

The platform has suspended the fine for commercial disputes in epidemic areas: the alternative is "warning study/compulsory examination". Please pay attention to the user experience and study hard with the platform.

3.2 What should I do if the return logistics is stagnant and the merchants fail to receive the return?

A: If the consumer returns the goods by mail within 5 days, please wait patiently and don't refuse the consumer's after-sales application. Rejecting the consumer in this incident will be judged as the responsibility of the merchant, which will affect the star rating of the merchant's shopping experience;

If the consumer returns the goods by mail for more than 5 days, the merchant can communicate with the buyer to confirm the logistics situation and refuse to return the goods after reaching an agreement with the buyer. Please be sure to explain the reason: "Due to logistics reasons, the goods were not received. After seeing the return logistics sign, you can contact the merchant customer service for processing. " This can reduce unnecessary disputes.

If the return processing time has been extended to 2 1 day, please wait patiently for receipt.

3.3 We are in the epidemic area. How do buyers apply for a return?

A: If the merchant determines that it meets the return standard, please agree to the consumer's return application first, or modify the return address in the background in time to receive the return.

If the consumer contacts the merchant and says that there is no express delivery to accept the return, please rest assured that the consumer has 10 days to mail the return, and can mail it later, or negotiate a "partial refund" solution instead of "consumer return".

3.4 Delivery logistics stagnated. What if the buyer applies for a refund?

A: If the order has been shipped and the consumer only applies for a refund, please use the Refund after Rejection function. Don't directly refuse the consumer's refund application, or take the initiative to contact and negotiate with the buyer, inform the buyer of the reasons for the stagnation of logistics and obtain the buyer's consent, and then refuse the refund application based on the evidence agreed by the buyer and the seller.

3.5 Will there be a fine if there is a dispute because the courier has not received a refund?

A: Considering the impact of the epidemic on businesses, the platform will suspend fines for commercial liability disputes. Another option is warning/learning. When handling after-sales orders, please follow the above suggestions, fully communicate with buyers, and don't simply refuse. We will work together to overcome difficulties and ensure the consumer experience.

3.6 Our return address is in the epidemic area. Do we need a report?

A: You don't need to report it, just handle the after-sales according to the above suggestions.

3.7 Will the Government extend the processing time for returning goods?

A: It will be adjusted one after another. Please pay attention to the latest official announcement.

3.8 If the buyer applies for logistics reasons such as "false delivery, no logistics information" and "courier/logistics has never been delivered", will the merchant be assessed?

A: The merchants will not be assessed, and the existing indicators of the merchants will not be affected. Please agree to the buyer's refund application normally.

We will continue to pay attention to the latest developments of Aauto more quickly, and hope that the above contents will be helpful to all businesses!