Accurately and promptly fulfilling orders is the top priority for merchants in order to receive sales proceeds.
(1) All orders must be shipped within 5 days. This time is the order declaration completion time, which refers to the time from when the merchant places an order to when the merchant marks the order as “delivered”. If an order is not completed within 5 days, the order will be refunded and the related products will be removed from the shelves.
(2) If a merchant has orders that cannot be shipped in time, an automatic refund rate will be generated, which is the ratio of the number of orders automatically refunded to the total number of orders received. If this ratio is very high, the merchant’s account will be suspended. Merchants can view the store’s average declaration completion time in the platform’s “Performance” → “Logistics Performance” → “Weekly Shipment Completion and Transportation”.
(3) All orders must be confirmed to be fulfilled within 5 days. The time it takes for the system to confirm order fulfillment is the time from when the customer places the order to when the system confirms the logistics tracking number, that is, the time the order number is online.
If the merchant delays fulfilling an order, the order will be counted in the delayed delivery rate. If the delayed delivery rate exceeds 20%, the store will face the risk of suspension. The delayed delivery rate is calculated as follows: the number of orders with delayed fulfillment in the week divided by the number of orders with valid tracking information in the week.
Merchants can view the average order fulfillment time of the store in the platform “Performance” → “Logistics Performance” → “Weekly Delivery Completion and Transportation”.