Summary
New proof of delivery requirements specify detailed documentation needed for aftersales disputes. This includes visible package labels, signature confirmation, and evidences of delivery location, enhancing the dispute resolution process.
Why it matters
Sellers must comply with updated evidence standards for aftersales disputes. Non-compliance may result in unfavorable dispute outcomes, affecting seller reputation and potential account penalties.
Recommended action
Review and update your evidence collection processes to ensure all new requirements are met for aftersales disputes. Maintain detailed records of delivery and customer confirmation.
Proof of Delivery Image:
video or link evidence from the carrier or logistics provider with the following details: The package at the delivery location.
A visible package label, waybill number, tracking number, QR code, or order reference that matches the order.
A delivery location that can be identified, such as the customer's door entrance, building management office, security office, lobby reception, mailbox, mail room, locker, designated parcel drop-off area, or gated yard.
For house deliveries, the house number should be visible and match the customer's shipping address
The package at the delivery location.
A visible package label, waybill number, tracking number, QR code, or order reference that matches the order.
A delivery location that can be identified, such as the customer's door entrance, building management office, security office, lobby reception, mailbox, mail room, locker, designated parcel drop-off area, or gated yard.
For house deliveries, the house number should be visible and match the customer's shipping address
Signature Confirmation:
Signature confirmation showing that the customer or recipient acknowledged receipt of the package. The signature confirmation should be meaningful and recognizable as a receipt confirmation, not only an unclear line or mark. Signature confirmation screenshot or document should also show relevant order details such as order ID, tracking number, waybill number etc.
Signature confirmation screenshot or document should also show relevant order details such as order ID, tracking number, waybill number etc.
Shipping Label and Delivery Evidence:
If the delivery photo does not show all required order details, sellers may provide multiple pieces of evidence together. For example: A shipping label showing the order, tracking number, or customer address. A proof-of-delivery photo or video showing the package and delivery background. Supporting address evidence, such as a google streetview/map screenshot, showing that the delivery background is consistent with the customer's address.
A shipping label showing the order, tracking number, or customer address.
No content was removed in this update.
Affects: Seller
A proof-of-delivery photo or video showing the package and delivery background.
Supporting address evidence, such as a google streetview/map screenshot, showing that the delivery background is consistent with the customer's address.
For auction orders: The same evidence and outcome standards as regular orders apply.
