How to Appeal Logistics Issues

In this article, we'll guide you on how to raise an appeal for any logistics-related issues that may arise while shipping your orders. This feature aims to provide you with a transparent appeal process to help you verify logistics issues, preventing potential platform violations that could negatively impact your shop performance.

How to Raise an Appeal

You can easily create an appeal for logistics-related issues, such as abnormal pick-ups, within 7 days after arranging shipment. Follow these simple steps:

1. On the Manage Orders page, under the Action Needed tab, click on 'Abnormal Packages' to view orders with logistics-related issues.
   
2. Alternatively, you can manually filter the orders under 'Logistic Issue' to view a list of orders that are flagged with logistics-related issues.
   
3. You will see a list of orders with specific issues. Carefully review the red-highlighted issue, and if the issue is inaccurate or not your fault, you can click on the issue to initiate an appeal for a specific order.
4. The system will redirect you to the Appeal page, where you can select the reason for appeal, provide appeal description, and upload images to support your appeal. Review the information carefully before submitting your appeal.
   
5. Once your appeal is submitted, the platform will review it and provide an appeal result to you within 24 hours. You can track appeal details or resubmit appeal on the Account Health > Shop Health page.
6. Detailed materials your need for appealing can go through Required Supporting Materials When Appealing Logistics Issues
   

How to Track and View Appeal Records

There are two ways to view your appeal records: from the Manage Orders page and from the Shop Health page.

View Appeal Records from Manage Orders Page

1. Once you finish raising the appeal, you can go back to the Manage Orders page and filter the orders by Logistics Issue to view your appeal progress.
   
2. Under the Shipping Method column, you will see the status of your appeal, whether it is Under Appeal, Appeal Failed, or in Appeal Successful. You can also click the appeal status to view further details.
   
3. You will be redirected to the Appeal Detail page, where you can review your appeal details, appeal status, along with the reasons provided by the platform.
   
4. If your appeal is unsuccessful, you have the option to resubmit an appeal within 7 days of receiving the initial appeal result.
   

View Appeal Records from Shop Health Page

1. You can track appeal details on the Account Health > Shop Health page. Navigate to the Shop Guard tab, where you'll find all your appeals. Use filters to sort through specific appeal records, and click 'Appeal Details' for further information.
   
2. You will be redirected to the Appeal Detail page, where you can review your appeal details, appeal status, along with the reasons provided by the platform.
   
3. If your appeal is unsuccessful, you have the option to resubmit an appeal within 7 days of receiving the initial appeal result.
   
   

How to Raise Appeal Again

If your initial attempt to appeal fails, the platform allows you to resubmit an appeal within 7 days. Follow these steps:

1. Go to Account Health > Shop Health page. Under the Shop Guard tab, you'll find a list of all your appeals. For orders marked with an Appeal Failed status, you'll have the option to appeal again. Choose the order you wish to reappeal and click 'Appeal Again.'
   
2. Select the appeal reason, provide appeal description, and upload images related to the specific orders to submit your appeal. Ensure you provide enough information and evidence for the platform to make a fair and accurate decision. The platform will review your appeal and provide a result within 24 hours.
   
   

FAQ

1. When I raise a second appeal, can I change the order IDs and track IDs related to that appeal?

No, when you initiate a second appeal, you won't be able to modify the order IDs and track IDs. However, you can select the appeal reason, provide additional details, and attach more evidence to offer further context to the platform.

2. If my second attempt to appeal fails, can I appeal again?

No, the platform permits only one reappeal. If your second appeal is unsuccessful, the appeal result from the platform will be considered final.

3. I raised an appeal and waited for more than 24 hours, but I haven't received any result from the platform. What should I do?

While we try to process your appeal within 24 hours, there may be instances where further investigation is required, leading to the transfer of the ticket to our logistics provider. If this occurs, we will make every effort to provide an appeal result within 120 hours.