We recognize that situations can arise where you are unable to ship out your orders in time. We will notify you via Seller Center > Manage Orders 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.
Do provide the following documents when submitting your appeal:

For Orders Picked Up By Your Logistics Service Provider

Scenario A - The Logistics Service Provider arrived too early for package collection

• Photo or video evidence with a visible timestamp that shows that the Logistics Service Provider (LSP) arrived too early for collection

Scenario B - The Logistics Service Provider did not turn up to collect the package

• Record of communications with the LSP proving they did not turn up. This can be a dated record of the chat log (e.g. screenshot of conversation via messaging app, or voice recording) with the LSP either showing continuous follow-ups from the seller
• 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

Scenario C - The Logistics Service Provider turned up but did not have sufficient capacity to collect the package

• Record of communications (e.g. screenshot of conversation via messaging app or voice recording) with the Logistics Service Provider proving they did not have sufficient capacity to collect the package
• A copy of the pickup manifest from the LSP with their signature, order handover time and the number of orders handed over
• Photos of the LSP's vehicle already fully filled with packages even though there are packages ready for collection, with visible timestamps

Scenario D - The Logistics Service Provider was punctual in picking up the packages but was late in scanning them

• Photos of the LSP's vehicle being filled with your packages, visible timestamps
• A copy of the pickup manifest from the LSP, clearly indicating the affected orders' IDs with order handover time

Scenario E - 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

For Orders Dropped Off At Your Logistics Service Provider

Scenario A - 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. The relevant order IDs must be provided in the appeal material.
• A copy of the drop-off manifest (see image below) from the LSP, clearly indicating the affected orders' IDs with order handover time

Scenario B - 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

Scenario C - The designated drop-off point refused to provide the drop-off manifest or rejected your package

• Record of communications (e.g. screenshot of conversation via messaging app, or voice recording) with the LSP

Scenario D - 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