Shipment Method | Scenario | Appeal Material |
Pickup by Logistics Service Provider | The Logistics Service Provider did not turn up to collect the package | - Record of communications with the Logistics Service Provider proving they did not turn up
- Photo or CCTV recording with a visible timestamp indicating the package was available for pickup
- A copy of the seller dispatch manifest generated from the seller Enterprise Resource Planning (ERP) system with the order shipped timestamp and order ID
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| The Logistics Service Provider turned up but did not have sufficient capacity to collect the package | - A copy of the pickup manifest from the Logistics Service Provider with the Logistics Service Provider's signature, order handover time and the number of orders handed over
- Photos of the Logistics Service Provider's vehicle already fully filled with packages even though there are packages ready for collection, with visible timestamps
|
| The Logistics Service Provider was punctual in picking up the packages but was late in scanning them | - Photos of the Logistics Service Provider's vehicle being filled with your packages, visible timestamps
- A copy of the pickup manifest from the Logistics Service Provider, clearly indicating the affected orders' IDs with order handover time
|
| Force majeure | - Photos or videos of the relevant weather forecast from a third-party website or TV station, with visible timestamps
- Photos or videos or copies of relevant government announcements regarding epidemic control (such as closure of a city), with visible timestamps
- Photos or videos of natural disasters (such as earthquakes, tsunamis or flash floods) reported by news agencies, with the visible timestamps
- Photos or videos proving that the relevant package was burned, stolen, destroyed, damaged or misplaced by unforeseen and unavoidable circumstances
|
Drop-off at Logistics Service Provider | You dropped the package off at the designated drop-off point on time, but the Logistics Service Provider was late in scanning it | - Photos or videos with visible timestamps of you queuing up at the drop-off point with your package ready for drop-off
- A copy of the drop-off manifest from the Logistics Service Provider, clearly indicating the affected orders' IDs with order handover time
|
| The designated drop-off point was not in operation | - Photos or videos with visible timestamps of you queuing up at the drop-off point with your package ready for drop-off and the relevant order IDs captured, but the drop-off was not in operation
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| The designated drop-off point refused to provide the drop-off manifest or rejected your package | - Record of communications with the Logistics Service Provider
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| Force majeure | - Photos or videos of the relevant weather forecast from a third-party website or TV station, with visible timestamps
- Photos or videos or copies of relevant government announcements regarding epidemic control (such as closure of a city), with visible timestamps
- Photos or videos of natural disasters (such as earthquakes, tsunamis or flash floods) reported by news agencies, with the visible timestamps
- Photos or videos proving that the relevant package was burned, stolen, destroyed, damaged or misplaced by unforeseen and unavoidable circumstances
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