Douyin releases announcement on shipment and service adjustments for the 2024 Spring Festival

php Editor Youzi It is reported that Douyin recently released an announcement on shipment and service adjustments for the Spring Festival in 2024. The announcement involves adjustments to logistics and delivery, customer service and other aspects during the Spring Festival. This news has attracted widespread attention, and users are concerned about the shopping logistics situation during the Spring Festival and whether customer service response will be affected. Let’s take a look at what impact Douyin’s adjustments will have on users!

1. Special regulations for product orders for the “Spring Festival Can’t Buy” event

During the period from January 29, 2024 to February 17, 2024, consumers will purchase products with “Spring Festival Can’t Buy” products. When discontinuing products marked with "", merchants must abide by specific regulations (unless otherwise agreed).

1.1 Delivery timeliness requirements

The delivery timeliness requirements are consistent with daily.

1.2 Timeliness requirements for after-sales processing

1. The timeliness requirements for merchants’ after-sales processing should be consistent with daily operations.

2. The special regulations on the time limit for consumer after-sales processing are as follows:

The merchant agrees with the consumer's application for return refund/exchange, and the time limit for the consumer to complete the return of the product is adjusted to 28 days.

2. Special regulations for orders of goods that are not part of the "Spring Festival Buying Non-Stop" event

Merchants must abide by the following special regulations (if both parties have agreed otherwise, the agreement shall prevail):

2.1 Special regulations on delivery timeliness

2.1.1 Adjustment of delivery timeliness (small store merchants)

February 02, 2024 00:00:00~February 20, 2024 23:59 :During the period of 59, consumers purchase orders for goods without the "Spring Festival Buying" mark:

1. Special regulations for the spot model

The platform will be at 00:00 on February 2, 2024 :00 automatically extends the latest delivery time limit to 23:59:59 on February 22, 2024.

(1) If merchants request personalized configuration to delay delivery, they can set delayed delivery in the following two ways:

Method 1 [Prior modification]: Merchants can set up delayed delivery in 2024 From 00:00:00 on January 30 to 23:59:59 on February 1, 2024, you can configure the delayed delivery time limit by yourself. If not configured, the platform will automatically extend the time limit to the specified time limit;

Method 2 [ Modification in progress]: Merchants can reset the delayed delivery time limit after the platform automatically extends it until the specified time limit takes effect.

[Delayed Shipping] Tool setting path: [Doudian Backstage]-[Product]-[Product Management]-Batch Check-[Batch Operation]-[Batch Modification]-[Select Setting Item = Delay Delivery] - [Turn on the "Delayed delivery time on special dates" switch] - [Edit delayed delivery time]

(2) If the merchant requests normal delivery, the platform can automatically extend it until the prescribed time limit takes effect. , cancel the delayed shipment configuration.

Cancel delayed delivery configuration path: [Doudian Backstage] - [Product] - [Product Management] - Batch Check - [Batch Operation] - [Batch Modification] - [Select Settings = Delayed Shipping] 】-[Delayed delivery time on special dates is first turned on and then turned off]

2. Special regulations for the pre-sale model

For merchants’ requirements for using the pre-sale delivery model, see: Douyin’s New Year’s Eve Festival and announcement on the adjustment of pre-sale duration for some categories during the Spring Festival, https://school.jinritemai.com/doudian/web/article/108086?rank=0&fromPage=search_result&searchInfo=2422599270730088372:0:0

2.1.2 Adjustment of delivery time (global shopping merchants)

1. Special provisions for spot mode

(1) For global shopping merchants, merchants who ship in bonded mode can choose to order the "Spring Festival non-closing" service Carry out normal shipments or use the delayed shipping tool or set nationwide regional sales restrictions on all store products; merchants who ship through direct mail can choose to use the delayed shipping tool or set nationwide regional sales restrictions on all store products.

"No closing during the Spring Festival" service ordering path: [Doudian Backstage] - [Supply Chain] - [Official Service Mall] - [No closing during the Spring Festival]

[Delayed Shipping] Tool Settings See: Douyin’s new user operation_out of stock/delayed delivery notification function

(2) Global shopping merchants use the [Delayed Delivery] tool to set up (can be set at 00:00 on January 30, 2024 :00), for orders paid between 00:00:00 on February 2, 2024 and 23:59:59 on February 18, 2024, the delivery time limit is: February 20, 2024 at the latest The shipment will be completed before 23:59:59 on the same day.

2. Special regulations for the pre-sale model

Only merchants that ship under the 3PL direct mail model can use the pre-sale model for shipment. Please refer to the "[Global Shopping] Merchant Shipping Behavior Management Rules" 》

2.2 After-sales processing timeliness adjustment

For consumers’ orders for goods that do not have the “Spring Festival Buying Non-Stop” logo, the timeout time is February 01, 2024 00:00:00-2024 For after-sales orders during the period of 23:59:59 on February 17, 2019, special regulations on the merchant/consumer after-sales processing time limit are as follows:

3. Adjustment of standards for determining shipment violations

3.1 Adjustment of false delivery judgment standards (small store merchants)

Merchants during the period from 00:00:00 on February 2, 2024 to 23:59:59 on February 22, 2024 For orders that upload a logistics order number and click to ship, the false delivery criteria will be adjusted as follows:

1. After the merchant uploads the logistics order number, there is still no collection record on the platform within 48 hours (normally 24 hours) ( Unless otherwise agreed for special store types);

2. There is no "Transfer Center" or "Transfer Center" within 96 hours (normally 24 hours) after the first collection information appears on the order logistics order number uploaded by the merchant. Record updates of "transfer center", "distribution center", "distribution center", etc. (such as: arrived, entered, completed, issued).

3.2 Adjustment of false order number/track determination standards (small store merchants)

Uploaded by merchants during the period from 00:00:00 on February 2, 2024 to 23:59:59 on February 22, 2024 For orders with a logistics tracking number and click shipping, the false tracking number/trajectory judgment criteria are adjusted as follows:

After the merchant uploads the logistics tracking number, there is still no collection record on the platform within 72 hours (normally 48 hours);

There is no "transshipment center", "transfer center", "distribution center" or "distribution center" within 120 hours (usually 48 hours) after the first collection information appears in the order logistics order number uploaded by the merchant. Waiting for record updates (such as: arrived, entered, completed, issued), the order that activates [Remote Area Logistics Service] cancels the timeliness assessment (activation path: Doudian Backstage-Order-Logistics Service-Remote Area Logistics Service) );

The order logistics track uploaded by the merchant has not been updated for a long time, and any of the situations listed in the following table exist:

Note: The criteria for judging other false tracking numbers/trajectories remain unchanged. For details, please refer to the "[Merchant - False Track Numbers/Trajectory] Implementation Rules"

3.3 Warm reminder

1. Merchants need to cooperate with express delivery in advance Verify the Spring Festival shutdown time, adjust the sales rhythm, and send out all orders that have been produced and should be issued before the express delivery shutdown (focusing on the promised delivery time of pre-sale orders) to avoid a backlog of undelivered orders during the Spring Festival and cause customer complaints;

2. If it is impossible to deliver goods or update logistics information in time due to force majeure (such as natural disasters, power outages, weather factors, conferences and events) and other reasons, merchants can initiate online through Doudian Backstage-Guarantee Center-Reporting Center For force majeure factors, abnormal consumer address or consumer request for delayed delivery, etc., if relevant evidence is provided and passed after evaluation by the platform, the penalty will be waived or the new assessment time limit will be adjusted. For details of the operation manual, please see: https://school. jinritemai.com/doudian/web/article/aHG7YWKaMvBe?rank=0&fromPage=search_result&searchInfo=16909509166244460491:0:0&query

4. Adjustment of experience score assessment

5. Other instructions

1. Except for the special provisions of this announcement or the specific provisions otherwise notified by the platform, everything else is implemented in accordance with the platform agreement and corresponding platform rules;

2. The platform is permitted by law Within the scope of the announcement, the content of this announcement will be changed or adjusted. The relevant changes or adjustments will be announced on the announcement page and will take effect from the time of announcement.

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