Required Supporting Materials When Appealing Logistics Issues

06/24/2025

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We recognise that situations can arise where you are unable to ship out your orders in time. We will notify you (via the page in the Seller Center) if this happens. At this stage, we will not take any enforcement actions against your shop, and you can file an appeal if you feel that this delay in shipment should not be counted as part of your shop's Late Dispatch Rate. We will review your appeal within 24 hours. Please click here for more details on how you can raise and track an appeal as well as re-appeal (if you are not happy with the result of your first appeal).

The table below outlines the documents to provide when submitting your appeal:

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
	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
	The designated drop-off point refused to provide the drop-off manifest or rejected your package	Record of communications with the Logistics Service Provider
	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