Frequently Asked Questions (Q&A)
Q1: What size of package is considered oversized? How to solve the problem of oversized package?
About oversized package: the size of the store delivery package must be less than 45cmx30cmx30cm, and the longest side must be less than 45cm; if one side is 30~45cm long, the other two sides must be less than 30cm; the total length of the three sides of the Black Cat Home Delivery must be less than 150cm; the weight of the store delivery must not exceed 5kg; the weight of the home delivery must not exceed 20kg.
Each order in Taiwan corresponds to a package in Taiwan and a Taiwan waybill number. If the buyer orders multiple items, resulting in oversized package, the seller needs to communicate with the buyer and ask the buyer to place orders in batches and then ship them in separate packages; or ask the buyer to place a new home delivery order. YTO does not accept one order to be shipped in multiple packages. In this case, the goods will be returned by YTO. The oversized package will be returned to the seller and will not be shipped.
Q2: What should I do if there is no update on the status of the goods for a long time when sending a package to YTO International Department?
If the goods have not been signed for for a long time, the seller needs to find a domestic logistics company to inquire. Shopee platform and YTO are not responsible. If the buyer has not signed for more than 5 days, it is recommended that the seller cancel the order and ask the buyer to place a new order.
If the international department of YTO has already signed for the package, the seller can give the domestic logistics order number and the international logistics order number to the warehouse customer service or the account manager to assist in the inquiry. If the package is still not found after 5 days, the seller can collect relevant evidence to claim compensation from YTO.
Q3: After the buyer places an order, if he wants to change the delivery address and phone number, how to deal with it?
Once the Taiwan site generates an order, the information is transmitted to YTO and cannot be modified. The only way is to cancel the order and ask the buyer to modify the correct address and phone number and place the order again.
However, after placing an order for Black Cat Home Delivery, if the buyer needs to change the address and phone number, he can contact YTO customer service to change it: but the store delivery information cannot be modified.
Q4: What should I do if the goods are lost when they are sent to the domestic YTO transit department, or YTO refuses to acknowledge receipt?
If YTO replies that it has been signed for, but the package is not found, it may be a problem item (such as a headerless item). At this time, you can ask the account manager to assist in the inquiry; if the package cannot be found, it may be that the seller missed or sent it by mistake. If the seller insists that it has not been missed or sent by mistake, please collect relevant evidence and the platform will find YTO to make a claim.
Q5: If the seller of the Taiwan site needs to ship to the YTO Shenzhen warehouse, how to prevent the loss of the package?
When the seller ships, he can attach a cargo handover form in the package to indicate the number of goods, and make sure that the waybill is affixed to make sure that there are no abnormalities such as headerless items and duplicate waybills, in case there is no basis for loss of the package and no claim can be made.
Q6: What is the process of YTO’s compensation for lost items?
For confirmed lost items, YTO will first remit the money to Shopee. After receiving the remittance, Shopee will remit the money to the seller on the next settlement day.
Q7: When printing the waybill, what should I do if I find that the buyer’s name is a nickname or incomplete?
In this case, it is recommended that the seller not ship the goods first, contact the buyer in time to cancel the order, and change the name and place a new order. Due to problems such as incomplete names, customs clearance will be slow and logistics timeliness will be affected. Please explain to the buyer in time the importance of the recipient’s name, and you can also remind the buyer in the chat before the buyer places an order.
Q8: What should I do if the waybill is printed blurry and cannot be seen clearly?
The waybill is printed in a 10×10 ratio to ensure clarity. Arbitrary stretching of the barcode may cause YTO to be unable to scan the item.
Q9: If the same buyer places multiple orders, can the same package be shipped?
No, if the same buyer places multiple orders and pays the freight, please ship according to the order. In the system, one order can only correspond to one logistics order number.