Buyers can file a complaint for not receiving goods within 4 to 120 days after the seller ships the goods. Buyers may not receive the goods due to false waybill numbers, goods in transit, etc.
①False waybill number: When the mediation center intervenes, if the seller still fails to provide a valid waybill number, it will be deemed that the seller is fully responsible and the mediation center will issue a full refund; or if the seller’s recorded waybill number has displayable tracking information but is not related to the order, it will also be deemed that the seller is fully responsible and the mediation center will issue a full refund.
②Goods in transit: The official freight website shows that the goods are still on the way to the buyer’s designated delivery address, and the goods are between “received” and “delivered”. After the mediation center intervenes, if the seller does not provide a valid delivery certificate, and the freight status on the freight official website has not been updated for more than 10 days, regardless of the amount, it will be deemed that the seller is fully responsible and the mediation center will issue a full refund.
③Goods delivered: The goods are returned and delivered to the place of shipment, or the freight in transit status is stagnant for a long time on the way back to the place of shipment.
When the mediation center intervenes, if the freight status has not been updated on the freight official website for more than 10 days, it is considered that the seller is fully responsible and a full refund will be issued.
④ Buyer Refusal: If the buyer complains about the delay of home delivery (based on the delivery date or delivery deadline promised by the seller to the buyer) and refuses to sign the package, it is considered that the seller is fully responsible and the mediation center will refund the buyer in full.
⑤ No waybill number: For the parcel delivery method without a waybill number, it is impossible to confirm whether the seller has shipped the goods, and the buyer’s receipt feedback is used as the basis for handling. Within 15 days after the mediation center intervenes, if the buyer still has not received the goods, the mediation center will rule to refund the buyer in full.
⑥ Postal parcel: Because the detailed freight information of the postal parcel delivery method cannot be queried on the official website or the freight information is incomplete, and the freight cycle is long, the seller bears the freight responsibility and risk under this transportation method.
⑦ Delayed delivery: If the seller fills in the actual valid freight information (including but not limited to notifying the valid freight bill number in other places) later than the stocking deadline, the platform will regard the dispute raised by the buyer as the seller’s responsibility and perform a partial refund or return refund according to the order situation.