All Complaints Involving Logistics Issues

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Process

1. The seller should initiate a complaint ticket within the required time window according to the type of complaint. Please select the correct type of complaint and provide the corresponding evidence. If a seller has exceeded the complaint time window or cannot provide sufficient evidence, their claim will not be approved.
2. Once the platform receives a complaint from a seller, the platform will handle it in accordance with the following rules and standards.

Complaint Scenarios

• Receiving the items with issue due to logistics reasons.
  • Example:
    • The buyer encounters a problem either with the item received or the seller receiving the return item with an issue, or the seller not receiving the parcel.
  • Complaint Time Window:
    • 40 days. It is calculated from the last logistic status update onwards. E.g. The latest logistics status was updated to "Package lost" on 1st January 2024. The 40th day will be on 10th February 2024
  • Evidence Required:
    1. Photos and videos of the merchandise being packed. The appearance of the merchandise before packing needs to shown clearly along with the shipping label information (Tracking No. needs to be shown)
    2. Photos or videos proving that the merchandise received does not match the merchandise actually sent.
  • Rules of Judgment:
    3. If the evidence is incomplete, the seller’s complaint is not verified; or if the outer packaging and safety security sticker are all intact, the seller’s complaint is not verified;
    4. If after investigation, the logistics service provider is found to be responsible, the seller’s complaint is verified.
  • Complaint Processing Time:
    • 72 Hours

• Scenario 1: