Xiaohongshu's 2024 Spring Festival shipping and service related rules adjustments, here are the key points!

php editor Xiaoxin noticed that Xiaohongshu has adjusted the rules related to delivery and service for the Spring Festival in 2024. These adjustments involve some important points that users need to understand in advance. In this article, we will introduce in detail Xiaohongshu’s shipping rules and service changes during the 2024 Spring Festival to help users better use the platform.

1. Delivery timeliness adjustment

During the Spring Festival, merchants can choose different delivery modes, including normal delivery, spot delivery, pre-sale delivery and QIC warehouse delivery goods. For orders paid between 00:00:00 on January 29, 2024 and 23:59:59 on February 16, 2024, if the merchant promises to ship before 23:59:59 on February 18, 2024, but the actual If the delivery time is earlier than the promised time, the merchant will extend the promised delivery time to 23:59:59 on February 18, 2024.

Mode setting: Merchant management backend>Menu bar-Products>Product list>Xiaohongshu Qianfan PC version

Shipping operation:

Merchant management backend>Menu bar- Transaction＞Order Management＞Xiaohongshu Qianfan PC version

If the merchant needs to cancel the promised delivery time extension adjusted by the platform, he can go to the merchant management backend>Order>Order Tool>Report and manage Xiaohongshu Qianfan PC version

Shipping rules: https://school.xiaohongshu.com/rule/detail/5d6935880000000000000000/6444d96c55d430001a453941?jumpFrom=school

Pre-sale rules: Xiaohongshu adds a new chapter Three-party merchant pre-sale business management rules will take effect on September 6!

If consumers request to postpone delivery, please use the Xiaohongshu negotiated delivery function. For details, see: Xiaohongshu store merchants, how to use the negotiated delivery function?

2. Adjustment of false delivery judgment standards

For orders shipped between 00:00:00 on January 29, 2024 and 23:59:59 on February 16, 2024, The false delivery judgment standard is adjusted as follows:

The time limit for collecting ordinary domestic trade goods is adjusted from 24 hours to 48 hours, that is, within 48 hours after delivery, the logistics order number does not appear on the official website of the corresponding logistics company. A piece of logistics pickup information.

The time limit for collecting cross-border bonded goods is adjusted from 48 hours to 72 hours, that is, within 72 hours after shipment, the logistics order number does not have the first logistics pickup information on the official website of the corresponding logistics company.

The collection time limit for cross-border direct mail products is adjusted from 72 hours to 96 hours, that is, within 96 hours after shipment, the logistics order number does not have the first logistics collection information on the official website of the corresponding logistics company.

For the order logistics order number uploaded by the merchant, there is no "transshipment center", "transfer center", "distribution center" or "distribution center" within 24 hours after the first collection information appears on the official website of the corresponding logistics company. ” and other record updates (such as: arrived, entered, completed, issued) will be adjusted to 72 hours.

Note: The criteria for judging other false shipments remain unchanged.

Warm reminder:

Verify the Spring Festival shutdown time with the cooperative express delivery company in advance, adjust the sales rhythm, and send out all orders that have been generated and should be issued before the express delivery shutdown (focus on the promised delivery of pre-sale orders) delivery time) to avoid backlog during the Spring Festival and cause customer complaints.

If it is impossible to deliver goods or update logistics information in time due to force majeure (such as natural disasters, epidemics, power outages, weather factors, conferences and events), merchants can use Qianfan Backstage-Orders-Order Management-Order Details Page to report force majeure factors, abnormal consumer address or consumer request for delayed delivery, etc., provide relevant evidence, and if the platform passes the assessment after evaluation, the penalty will be waived or the new assessment time limit will be adjusted.

3. After-sales timeliness adjustment

Consumers initiate after-sales applications, and the after-sales service timeout time point for the corresponding processing link (calculated according to the daily rules of the platform) is between 00 on January 29, 2024 : For after-sales orders from 00:00 to 23:59:59 on February 16, 2024, the processing time limit will be adjusted as follows:

4. Consulting service time adjustment

The platform customer service online time limit will be extended for 5 days on a daily basis (9:00-24:00). The extended period is: February 9, 2024 - February 13, 2024. The service time is 09 :00:00-01:00:00; in other time periods, the online customer service service time is 09:00:00-24:00:00, and the hotline customer service service time is 09:00:00-21:00:00.

Merchant independent customer service: arrange customer service to do a good job in store reception. The response rate assessment period will be 00:00:00 - 24:00:00 without adjustment. For specific rules, please refer to the "Xiaohongshu Merchant Independent Customer Service Management Rules".

Assessment threshold adjustment: from the original weekly user session volume ≥ 5 to weekly user session volume ≥ 50, that is, if the weekly user session volume is less than 50, this indicator will not be assessed;

If The store has promotions such as live streaming with experts, product promotion, etc. It is recommended to pay attention to the 3-minute reply rate from 09:00:00 to 24:00:00 to improve the user purchasing experience.

The timeliness of work order processing will remain the same as daily during the promotion period. Merchants should handle the work order within 24 hours after it is initiated. If no effective solution is provided within the time limit or there is no reply, the platform has the right to intervene based on the user's appeal.

5. Service classification strategy adjustment

Service classification adjustment is as follows:

6. Order confirmation and delivery time adjustment

is from January 29, 2024 00:00:00 to February 16, 2024 23:59:59 For orders shipped during this period, if the consumer fails to confirm receipt and apply for a refund within the following time limit from the time the merchant confirms the shipment on Xiaohongshu, the system will automatically confirm the receipt.

Orders with a domestic shipping location (including domestic bonded areas): 25 days

Orders with an overseas shipping location: 45 days

Except for the above time limit adjustments, others Assessment and violation management standards will continue to comply with Xiaohongshu’s commodity transaction time limit regulations: https://school.xiaohongshu.com/rule/detail/5d6934fd0000000000000000/5e049a176a8d1b00168b315a?entry=00020002&jumpFrom=ark

The above is the detailed content of Xiaohongshu's 2024 Spring Festival shipping and service related rules adjustments, here are the key points!. For more information, please follow other related articles on the PHP Chinese website!