[Pre-sales FAQ]]
I. Use of Tianwei supply chain platform
1.1 What does Tianwei supply chain mean by sending one piece of goods from overseas warehouses?
This is a new cross-border e-commerce supply chain service. You do not need to stock up, and there is no inventory pressure or unsalable risk. You only need to select products, download product data packets, and put them on your Amazon/ebay/Independent website stores on the Tianwei supply chain platform. After the stores place orders, you can place single/batch orders on the Tianwei supply chain platform (or authorize stores,SKU mapping, associated with the bill system), after the payment, the package will be sent to your designated customer.
1.2 What is the procedure for the delivery of goods from overseas warehouses in Tianwei supply chain?
(1) register as a member of Tianwei supply chain-fill in and register as a member of Tianwei supply chain on Tianwei supply chain distribution website as required to start the distribution journey.
(2) Download product data packages-download the corresponding product data packages that you plan to sell for free on the Tianwei supply chain distribution website according to your product selection requirements.
(3) publish sales-after optimizing and modifying the downloaded product information according to your needs, publish sales in Amazon/eBay and other stores.
(4) Order payment for goods-after the store orders, you will pay when placing an order on Tianwei supply chain distribution platform. After the payment is successful, the system will deliver the ordered products to your end customer address.
(5)24-hour order number-after receiving your order request, Tianwei supply chain distribution system will issue the logistics tracking number within 24 hours, and the proper time limit is 2-8 days.
(6) after-sales service-relying on the advantages of overseas warehouses, all returned goods are returned to the overseas warehouses of Tianwei supply chain, making after-sales processing more flexible.
General after-sales principles:
(1) if the product quality problem or the logistics is damaged, after providing relevant pictures or video certificates, Tianwei supply chain will make a full refund or re-deliver;
②, if the customer has no reason to return the goods, for example, if the address is wrong or the customer doesn't want to buy it, then the customer will return the goods to the warehouse of Tianwei supply chain, and Tianwei supply chain will return 45%-55% of the payment to the seller.
1.3 How to obtain the distribution qualification of Tianwei supply chain?
Visit the website registration page of Tianwei supply chain: https://www.ti-well.comc/register.html,你可以通过手机免费注册会员,只要填写认证完善个人信息,即可查看天维供应链商城中产品的价格等具体信息,At the same time, you can download the product data package to obtain the qualification of Tianwei supply chain distribution.
1.4 What is the discount for one-piece delivery in Tianwei supply chain?
Tianwei supply chain is divided into four different levels according to the monthly sales of its members, corresponding to enjoying different order discounts and membership benefits. For details, see: membership level
1.5 How to settle the commission of Tianwei supply chain platform?
Tianwei supply chain distribution platform is free to enter, using the mode of order settlement and free shipping, your order price is all the fees you need to pay.
1.6 who should I find if there is any problem during the transaction?
If you encounter any problems when using Tianwei supply chain platform, you can directly contact the exclusive business manager assigned by the system when you registered. Thank you.
II. Product issues
2.1 What products do Tianwei supply chain have?
At present, Tianwei supply chain platform has all kinds of products, providing 20000 + SKUs and 200 + new products every month. For more information, see the official website of Tianwei supply chain: https://www.ti-well.com
2.2 does Tianwei supply chain provide professional HD pictures and SEO optimized English title descriptions?
Tianwei supply chain has a professional product team for 8 years. The product maps on Tianwei supply chain platform are all 1500*1500 HD maps, and all provide corresponding product map, size, weight and other information. In addition, the product title, description and other information of Tianwei supply chain have been optimized by SEO, so you can use them with confidence.
2.3 are products on Tianwei supply chain platform at risk of infringement?
The products on Tianwei supply chain platform, except brand products, are all white brand products, which can be directly sold without infringement risk. As for branded products, Tianwei supply chain platform has been authorized. If there is a plan to distribute the products, the seller can contact your account manager to apply for authorization.
2.4 are there enough goods in stock?
The products on Tianwei supply chain platform are all analyzed by big data. Most of the products are in sufficient stock when they are stored in overseas warehouses. However, it is not excluded that some products are in hot sale, which will lead to temporary shortage. In case of shortage, communicate with your account manager and manage the inventory in time.
2.5 how to apply for product distribution permission in brand area?
You can contact your account manager to apply for permission to activate products in the brand area.
2.6 How to choose products suitable for sale on platforms such as Amazon or ebay?
On the homepage of Tianwei supply chain distribution platform, there is a special "platform hot" section module. Click "amazon" or "ebay" and the icon can be accessed.
3. Inventory issues
What should I do if the order is out of stock? How can I control the inventory?
Cooperation requires a running-in period. We recommend that new customers in the running-in period choose products with more inventory for promotion. There is no way to guarantee 100% of the distribution products are not out of stock at all. Therefore, inventory monitoring must be done. If it is done well, you can use Tianwei supply chain platform to load orders, and at the same time, you can upload and synchronize tracking numbers. Inventory synchronization or inventory setting rules by yourself,After a stable order is issued, you can cooperate to prepare goods.
In addition, you can add the products you are interested in to your favorites, and then in the "personal center"-"Commodity Management", you can view the inventory of your favorite products, the expected number of days to be sold, and the expected arrival time.
IV. Docking of website functions
3.1 does Tianwei supply chain support ERP docking?
Tianwei supply chain currently does not support third-party ERP software docking, but supports independent research and development of ERP technology API docking; Major ERP in the market are already in docking, and will be announced later. If you have any relevant requirements, you can feedback to your account manager.
3.2 does Tianwei supply chain support one-click listing of goods to stores?
Tianwei supply chain has no one-click publishing function. However, the commodity data packages on the Tianwei supply chain platform can be downloaded in batches. You can download the data packages in batches and publish them with one click through the ERP software you use.
3.3 can Tianwei supply chain Upload the logistics tracking number to the store with one click?
Tianwei supply chain supports uploading logistics tracking numbers to stores with one click. However, you need to use the "platform loading order" function of Tianwei supply chain. This function supports capturing orders from Tianwei supply chain stores on Amazon / eBay / Wish platform with one click and automatically uploading tracking numbers to stores. For more information, log on to your Tianwei supply chain account to view the operation guide of authorized loading order.
V. Logistics issues
1. How to calculate the logistics cost of parcel transportation in Tianwei supply chain?
The prices on Tianwei supply chain platform are all free shipping prices in non-remote states. If the logistics is evaluated based on specific products in remote states, some products cannot be delivered in remote states. It is recommended to block remote states.
2. Where is the warehouse address of Tianwei supply chain distribution platform?
Currently, Tianwei supply chain platform is available in the United States: meidongcang-New Jersey, meidongcang-Los Angeles, meidongcang-Atlanta;
3. What kind of express delivery does Tianwei supply chain send? Will there be tracking number information? What is the timeliness?
The US warehouse of Tianwei supply chain mainly sends Fedex, supplemented by USPS and UPS. The packages shipped on Tianwei supply chain platform are basically shipped with logistics tracking numbers within 24 hours, which can be tracked on the official website (orders with more than one ticket to be unpacked will be delayed slightly). In non-abnormal cases, the US will complete proper delivery in 2-8 days.
4. How to calculate the logistics cost of returning goods on Tianwei supply chain platform?
If there is no reason to return the goods due to damaged goods, you can initiate a return appeal in your account, and the system will generate a return label for you. You can provide the return label to your terminal buyer and let the terminal buyer return it to the overseas warehouse of Tianwei supply chain. The return fee shall be borne by Tianwei supply chain distribution platform.
If your order is returned without any reason, you need to contact the website customer service to apply for a return label. The return fee will be automatically calculated by the system and borne by you.
VI. Payment issues
1. Does Tianwei supply chain platform support RMB payment?
Support. At present, Tianwei supply chain distribution platform has opened WeChat payment service, which can use UnionPay card bound to WeChat payment to pay goods orders in U.S. warehouses.
2. Which currencies do Tianwei supply chain platform support for payment?
At present, Tianwei supply chain has been launched in the US warehouse, paying US dollars, pounds, euros and RMB.
3. Which recharge and payment methods are paid by Tianwei supply chain platform?
The current recharge and payment methods of Tianwei supply chain are as follows:
——Payoneer：
(1) can be used to top up the balance of Tianwei supply chain or pay directly;
(2) before the recharge or payment operation, you need to add the Payoneer account and currency to the Tianwei supply chain platform;
(3) There is no limit to the amount of a single recharge;
(4) Real-time recharge/payment, real-time payment.
-- WeChat payment:
(1) can directly pay orders of Tianwei supply chain;
(2) support the payment of orders in US dollar, euro and pound;
(3) when paying, Tianwei supply chain will convert the currencies of US dollar, euro and pound into RMB according to the real-time exchange rate of WeChat, and support the payment of savings card or credit card bound to WeChat;
(4) account balance recharge is not supported;
(5) the refund of the order will be returned according to the exchange rate at the time of payment;
(6) users in Hong Kong, Macao and Taiwan are not supported.
-- Balance of Tianwei supply chain:
(1) the balance of Tianwei supply chain can be recharged through Payoneer;
(2) the top-up amount can be used for order payment, which is safe and fast;
(3) The top-up amount can be withdrawn, but only the original path can be paid back to the original account.
3. Will Tianwei supply chain platform charge a handling fee at the time of payment?
The payment fee is charged by the third-party payment platform. When the account is recharged or the order is paid, different payment methods will be charged in different proportions.
VII. Real-name authentication
1. Is real-name authentication safe for Tianwei supply chain distribution platform?
The real-name authentication of Tianwei supply chain distribution platform is safe. You can rest assured as soon as possible. Tianwei supply chain distribution platform attaches great importance to your personal information security protection and privacy. We will take corresponding security protection measures in accordance with laws and regulations to try our best to protect your personal information.
In view of this, we have formulated relevant privacy clauses to explain to you how we will collect, use, process, save, share and transmit your personal information and important data when you visit the website of autoparts168.com or use the services of autoparts.com.
2. What is the difference between real-name authentication and choosing the type of enterprise and individual customers?
Among the rights and interests that have been opened currently, API development permissions are only developed for enterprise customers, but not for individual customers. More rights and interests will be opened for enterprise customers in the future. We recommend that you select the enterprise customer type for real-name authentication as much as possible. Thank you.
3. How to fail real-name authentication? What is the impact?
If you do not have real-name authentication after registration, you will not be able to view information such as commodity prices and inventory, download commodity data packages and place orders. If you have not completed Real-name authentication, we recommend that you handle real-name authentication as soon as possible. Thank you.
4. What should I do if I run out of real-name authentication?
The maximum number of real-name authentication submissions for an individual or enterprise account is 5. If the maximum number of real-name authentication submissions is exceeded, the authentication cannot be submitted again. Make sure that the information is uploaded correctly and the format is correct, and then click Submit. Thank you.
5. Whose identity information should be filled in for the real-name authentication information of the enterprise account?
You can fill in the identity information of the legal person or operation personnel of the enterprise account, so that our account manager can contact us and provide you with customized distribution services.
6. Enterprise account, what if the account operator is not a corporate legal person?
The account ID card of the mobile phone number registered in Tianwei supply chain must be consistent with the personal ID card, and does not need to be consistent with the legal person. In the organization information verification process, if the information of the authorized representative is unavailable, you can enter the information of the authorized representative.
7. What should I do if I want to modify the authentication data after real-name authentication?
Once the real-name authentication is passed, it cannot be modified. Make sure that the data is uploaded correctly and the format is correct, and then click submit.
8. What if real-name authentication fails?
If the input name does not match the account, you need to verify whether the enterprise name and the created account are the same. If you have any other authentication questions,Contact customer service or account manager.
9. I confirm that the information is correct, but why is the authentication still failed?
If the information is correct but the authentication fails, you can zoom in the submitted image to make the image information more clear. However, you must control the image size within 4m or resubmit the image. If the problem persists, contact customer service or account manager.
10. After the Enterprise certification fails, I resubmit the certification. The confirmation information is correct. Why does the certification still fail?
If the information you fill in meets the requirements, you can change the social credit code and business license of the enterprise to an incorrect Upload. After the authentication fails, you can return to the real-name authentication interface of Tianwei supply chain according to the path of "Personal Center-account management-account security-real-name authentication-View" to update the authentication status. After the authentication fails, you can submit the correct information again,Re-authenticate. We will continue to optimize the authentication process in the future. We are very sorry for the inconvenience.
11. I have already authenticated. After changing my mobile phone number, how did it become unauthenticated again?
After modifying the mobile phone number, you need to re-perform real-name authentication; When you modify the mobile phone number for your personal account, the personal authentication information cannot be modified; When you modify the mobile phone number for your enterprise account, the personal authentication information can be modified, and the enterprise information cannot be modified.
12. Reasons why the SMS verification code cannot be obtained:
Common causes and problems of not receiving SMS messages:
① mobile phone terminal problems, no signal in current environment, no mobile phone number, shutdown, overdue payment, shutdown, etc;
② check whether the mobile phone is installed with interception software;
③ check whether the document is intercepted by SMS or not in the address list;
Handle the preceding reasons:
① keep the mobile phone in normal use state and keep the surrounding signals in good condition;
② set up interception software to check the status of SMS interception
(3) If the above message still cannot be received, it is recommended to restart the phone.
13. Reasons for failure of personal two-factor verification:
FAQ:
① the user's household registration cannot be verified in the military situation;
(2) Special Groups (senior executives of government agencies and units) cannot be verified;
③ immigrants or people who have canceled their accounts cannot be verified;
④ user name and gender changes cannot be verified;
⑥ individual groups in the change of household registration may be unable to query before the household registration is settled;
Special note: Since there is no uniform standard in the local public security household registration centers, the general household registration can be checked 1-3 months after the change is successful. The specific need depends on the frequency reported by the local household registration center.
14. Reasons for failure of verification of three or four elements of bank card:
FAQ:
① non-UnionPay identification bank cards or bankbooks do not support verification;
(2) if the number of certifications is too frequent, errors will be prompted. UnionPay frequency limit: no more than 2 certifications per minute, no more than 3-6 certifications per day, and no more than 3 special banks (such as investment promotion);
(3) modifying the reserved mobile phone number through telephone banking, mobile banking, SMS notification, etc. may result in not being updated. It is recommended to modify the reserved mobile phone number at the bank counter;
④ bank cards such as loss reporting, confiscation, freezing and expiration cannot be verified;
Special note: UnionPay data update frequency: each bank card verification is conducted through UnionPay transfer to the corresponding issuing bank for real-time verification, so the update is real-time. If there are situations such as handling at the counter and changing the reserved mobile phone number by phone, the update speed is generally T +2 (two working days later).
15. Reasons for failure of operator's three-factor verification
FAQ:
(1) the number segment of the three non-Chinese mainland operators (China Mobile, China Unicom and China Telecom) cannot be verified;
(2) virtual number segments (segments 170, 171, etc.) cannot be verified;
③ transfer number to network, transfer number to mobile phone number from different network cannot be verified;
④ the mobile phone number of the operator without real name cannot be verified;
Special note: The data update frequency of the three new card operators; Unicom updates every week, and telecom and mobile operators update every month.
16. Reasons for failure to make payment to the public:
FAQ:
① The inconsistency between the public account and the real-name enterprise name will result in the inability to make payment;
(2) affected by the bank settlement time, the payment arrival time varies from 5 minutes to 72 hours;
(3) due to the delay in the bank's return of payment information, it is recommended to try again after 1 day if the actual payment cannot be entered;
(4) If the remittance amount is not found in your bank card for more than 72 hours, the bank may refund the ticket, please contact the customer service personnel in time;
⑤ if a small number of sub-branches (such as some agricultural commercial banks) are unable to make public payment, you can contact customer service personnel to confirm and add sub-branch information.
VIII. VAT (UK VAT)
1. When will Tianwei supply chain distribution platform formally implement VAT-related policies?
According to the British tax law and the announcement of the General Administration of Customs, the new VAT tax policy has come into effect in Britain since January 1, 2021. The prices of goods sold by Tianwei supply chain platform from January 1, 2021 to January 19, 2021 are all prices excluding tax. However, Tianwei supply chain platform has notified customers on the product details page in the shipping area of UK,The price displayed on the product details page is the price excluding tax.
If you do not pay attention to the label of British goods excluding tax on the product details page, and think that the prices of British goods published in Tianwei supply chain during this period are all tax-included prices, which are sold on third-party e-commerce platforms (lower than the price of Tianwei supply chain platform) and cause losses, since the date of the announcement on January 19, 2021,Until January 31, 2021, you can contact the business manager for negotiation. As to when Tianwei supply chain distribution platform will increase the corresponding tax (VAT) by 20% on the basis of the original commodity price, the platform will issue a separate announcement in the near future.
2. What are the commodity conditions for increasing VAT?
(1) the delivery area of Tianwei supply chain platform is British goods;
(2) the goods receiving address is located in the UK.
3. Does the subsequent adjustment of commodity price plus VAT tax have any impact on the product selection and distribution of Tianwei supply chain mall?
Tianwei supply chain platform will adjust the functions of relevant modules according to the policy, only adjusting the prices of goods in the shipping area of UK. The product search page, product details page, and list page are not affected. The distributor will only see that the pricing has changed to include VAT.
4. Who will bear the VAT generated?
When a distributor pays for an order for a commodity, the order that meets the tax requirements will automatically settle the order amount and tax amount and pay together with the commodity order. Distributors with VAT tax numbers can apply for invoices in the future (the electronic invoice function will be launched on subsequent websites. For details, see the website announcement notice).
5. Will the VAT tax policy of Tianwei supply chain distribution platform affect the regional sales of distributors in the UK?
As for the new value-added tax policy in the UK in 2021, all sellers who sell in the UK will implement this tax policy in a unified manner, and everyone will compete in a fair environment. Moreover, tax compliance is also conducive to cross-border e-commerce trade in the UK, which will take a longer term.
6. How to apply for relevant VAT invoices?
The relevant VAT function of Tianwei supply chain platform has not been released yet and is expected to be released at the end of the first quarter (it does not affect your VAT tax declaration, and you can declare tax quarterly after the function is launched)
7. What items are included in VAT?
VAT is calculated based on 20% of the actual payment amount of each order.
8. What items are included in the invoice amount?
Including commodity price and corresponding VAT.
9. What information do Enterprise sellers with VAT tax numbers need to provide?
Enterprise sellers with VAT tax numbers need to provide the following information:
(1) company name;
(2)VAT tax number;
(3) the country to which the company belongs;
(4) registered address of the company;
(5) company business license/business registration certificate;
(6) VAT certification documents;
(7) store name;
(8) store links;
(9) screenshots related to the store background;
10. What information do individual sellers without VAT tax numbers need to provide?
Individual sellers without VAT tax numbers must provide the following information:
(1) invoice header;
(2) country;
(3) address;
(4) certificate type;
(5) certificate number;
(6) documents and photos;
If the above cannot solve your problem, please contact customer service or your account manager for relevant consultation.
[In-sale and after-sale FAQ]]
I. Order consultation
1. Order Number Inquiry tracking number/logistics status/emergency after-sales treatment:
The distributor sends the order number of Tianwei supply chain (for example, the order number beginning with CNDS) to the group and directly queries the customer service. (It is relatively fast and convenient for customer service to use the CNDS single number inquiry system)
2. When the order enters the system, the platform inventory is insufficient:
The inventory update of the platform is about once an hour, so there is a time difference. The best-selling SKU will have multiple distributors placing orders at the same time for a period of time, resulting in untimely system inventory update. In response to this problem, the technicians of Tianwei supply chain are trying their best to shorten and update the time limit.
3. When the order enters the system, the actual inventory is insufficient:
Overseas warehouse operators will encounter the phenomenon that the actual inventory of the storage is insufficient when they go to the warehouse to pick up goods, and they will be intercepted and returned by the system. This is the situation that the overseas warehouse regularly counts the inventory loss.
4. Exception single module:
1) after many orders are pushed to the overseas warehouse delivery system, there are indeed some cases where the actual inventory of the orders is insufficient, resulting in the information not updated and fed back to the supplier's abnormal order report. In the case of incomplete reports, some abnormal orders are not captured in time and notified to various distributors. The supplier has already reported that the technology is being optimized and solved.
2) coordination of current abnormal Single Module: under the member ID of Tianwei supply chain, there is an abnormal single module in the personal center. If the tracking number is not available for more than 24 hours, you can send the order number starting with CNDS to the Tianyi supply chain docking group, and @ the customer service staff to assist in the query.
3) to solve the problem of abnormal orders, Tianwei supply chain platform is configured with SMS reminder function. You can also see some specific reasons for abnormal orders in the abnormal order module of Tianwei supply chain members. If not displayed, the distributor needs to send the order number starting with CNDS to the docking customer service for inquiry and inform the specific reason for the exception.
4)po box address cannot be sent: The Street address contains po box email address, which causes the current logistics method not to be sent. For such orders, Tianwei supply chain has no permission to modify each order. We recommend that the distributor contact the terminal buyer to modify the street address and apply for a refund in the original order,Place an order again. Or cancel the original order and place the order again at the original address to see if the supplier can increase the additional freight and arrange the delivery according to the quotation.
5. The order cannot be queried?
You can log on to the Tianwei supply chain platform account, and then click order management -- my order -- more filter conditions -- delete the system fixed time and change it to the time range of your order.
6. The address cannot be added when placing an order?
You can log on to the Tianwei supply chain platform account, and then click Account Management -- address book. You can delete some addresses and add them to place an order. (Note: A member ID of Tianwei supply chain can only save up to 50 shipping addresses)
7. Order interception:
Since orders on the Tianwei supply chain platform are automatically pushed and shipped by the system, if you need to cancel the order after placing the order, please try to apply for a refund in time. The actual cancellation result is subject to the system notification. If the system cancels successfully, the order can be canceled and refunded (if the payment method is Paypal or credit card, the payment will be refunded in the same way.Refunds caused by other payment methods will be returned to your Tianwei supply chain balance). If the system fails to be canceled, the customer needs to contact the terminal buyer to reject the package and upload the screenshot of the communication with the buyer simultaneously. We will use this screenshot and the shipping route of the express company's official website as the basis for refund. After confirmation, 45-55% of the order amount will be returned according to your membership level.Please apply for the order to be canceled in time to avoid cancellation failure. The order status is canceled as follows:
Order status distribution: Please try to cancel the order in time after placing the order. The specific cancellation result shall be subject to the system notification result. (If Tianwei supply chain has not issued a tracking number after receiving the order for more than 48 hours, it can be canceled)
Order status, pending shipment: unable to cancel
Order status, pending receipt: unable to cancel
8. Quotation time of orders in remote states:
Under normal logistics conditions, suppliers will make quotations at about 11:30 a.m. and 5:30 p.m. during working hours.
Due to the overseas epidemic and the Brexit of the United Kingdom, the supplier temporarily closed the quotation for the remote states in the United States and Northern Ireland with the uk ZIP code beginning with BT. If recovered, the platform will promptly remind all distributors;
9. Order refund amount destination:
(1) the refund amount does not involve handling fees, and the VAT tax for UK sales orders can be returned according to the proportion of the refund amount;
(2) refund instructions: 1. The payment method is paypal and credit card, and the platform will arrange the original refund of the original card; 2. For other payment methods, the refund will be returned to the member account of Tianwei supply chain;
II. Logistics and warehouse issues
1. Is it an overseas warehouse in stock?
Yes, all products in Tianwei supply chain have been in stock in overseas warehouses, and the inventory displayed on the website is the current products in warehouses.
2. How is the logistics cost calculated?
The prices of goods on Tianwei's supply chain platform are all free shipping prices, and logistics costs are not required. If your customer's receiving address is located in a remote state in the United States, you need to pay additional logistics fees. For details, please contact your customer manager for consultation.
3. Where is the warehouse address?
Tianwei supply chain platform currently has warehouses in the United States: American East Warehouse-New Jersey, American West warehouse-California, American South warehouse-Atlanta; British warehouse: Birmingham warehouse; German warehouse: Di Cen Bach warehouse.
4. What express delivery does Tianwei supply chain send?
The US region of Tianwei supply chain mainly delivers Fedex,USPS, UPS and other express delivery; The UK region delivers Yodel, Hermes, Royal Mail and other logistics solutions; The German region delivers DHL and other logistics solutions.
Tianwei supply chain final logistics method inquiry website:
XPD :https://www.xdp.co.uk/express/ (you need to enter the query tracking number and shipping address zip code)
Yodel: https://www.yodel.co.uk/
Royalmail :https://www3.royalmail.com/track-your-item#/
Fedex :https://www.fedex.com/en-us/home.html
USPS:https://www.usps.com/
UPS:https://www.ups.com/us/en/Home.page
Universal query logistics: https://www.17track.net/zh-cn
5. Is there any tracking number information?
For packages shipped on Tianwei supply chain platform, logistics tracking numbers are basically issued within 24 hours, and logistics tracking such as Fedex, USPS, and UPS is supported (orders with multiple tickets to be unpacked will be delayed slightly).
6. Delivery time and logistics time?
After you place an order on Tianwei supply chain platform, it is expected that the delivery will be arranged within 24 hours and the delivery will be completed within 2-8 days. In the current epidemic situation, service providers are limited to pick up daily items, and the tracking number will be delayed to update to the system. If you have any questions in the actual cooperation process, you can send the order number starting with CNDS to the customer service sister for inquiry.For more information about logistics methods.
7. How long is the time limit for signing overseas warehouses?
1) the platform collects tracking data for parcels sent from overseas warehouses: the normal signing time is about 10 working days, and a small number of orders will exceed 15 working days.
2) due to the overseas epidemic, the daily parcels in overseas warehouses are stranded, and the daily pick-up of logistics providers is limited. After negotiation between the platform and the supplier, the current signing time is about 25 natural days. If the tracking number has not been updated, the platform can contact the supplier to apply for a refund or re-shipment.
III. Relevant issues after delivery
1. After-sales processing rules and timeliness of Tianwei supply chain:
1) after-sales of Tianwei supply chain products, please give feedback to Tianwei supply chain customer service immediately. Do not arrange refund or return directly. If the product quality problem or the logistics is damaged, we will give a specific solution to refund or resend the product after the photo or video proof is required; If the customer has no reason to return the product,For example, if the address is wrong and the terminal buyer doesn't want it after buying it, then the terminal buyer customer will return the goods to our warehouse with the return freight, and Tianwei supply chain will return 45%-55% of the payment to the distributor after verification.
2) All after-sales applications of Tianwei supply chain platform should be applied in the background. Distributors are required to provide the reasons, proofs and expected solutions for the application. The customer service sister will take turns according to the application time of each distributor.
If there are some orders that need to be answered to the terminal buyer in a timely manner, the distributor needs to send the order number starting with CNDS to the Tianwei supply chain docking group online and directly to the group, and the customer service sister of Aite docking will handle them urgently.
3) because a docking group has a lot of content communication, involving pre-sale, in-sale, after-sale, system and other reasons, all of our after-sale services are verified on the platform to provide solutions, the distributor has a new reply, just leave a message directly, the customer service will arrange to reply to you as soon as possible after receiving the information.
4) If the case has been reviewed. The distributor left a message on tianwei supply chain platform again, and the customer service sister could not receive a timely reminder at present: for example, after tianwei supply chain platform provided RMA, the terminal buyer returned the tracking number, and the logistics showed that it had been signed for. If the distributor needs to arrange a refund in time, you need to send the order number starting with CNDS to tianwei supply chain docking group and directly send it to the group online,And the customer service sister who is connected with Aite handles it.
2. Definition of RMA and RL:
1)RMA: all packages shipped from Tianwei supply chain platform have warehouse identification codes, so the return of goods also needs to be distinguished by identification codes, that is, RMA numbers. First, contact the customer service of Tianwei supply chain to ask for RMA. Please print out the RMA number or write it directly on the returned package when the terminal buyer sends it back.It is convenient for identification when receiving goods from overseas warehouses.
2)RL: It is return lable, that is, the return label, the platform side and the supplier side. The customer service of Tianwei supply chain will provide the return label. We will pay the return freight, but we cannot arrange to pick up the goods at home. The Terminal buyer needs to pack the goods and send them to the nearest fedex point (most of them are returned by fedex at present),Return the goods. After signing for the goods, Tianyi supply chain customer service will arrange a refund after verification.
3) if there are some customer problems to be returned and the distributor is willing to purchase RL at his own expense, please write down clearly when you appeal in the backend of Tianwei supply chain, "return the returned label at your own expense". The customer service sister will calculate the estimated freight when handling the after-sales service, and give you a refund amount after receiving the goods in the last Tianwei supply chain.
3. Why is the after-sales refund only 45-55% due to customer problems?
After-sales clauses of Tianwei supply chain platform are the after-sales clauses that fit each platform in combination with the after-sales policies of current cross-border platforms. There are detailed regulations on after-sales for customer problems:
If the address is wrong, the customer rejects/buys wrong/doesn't want it/doesn't like it/has no specific proof that it is a quality problem, etc., after receiving the goods in Tianwei supply chain, the refund will be 45%~ 55% (different membership levels enjoy different rights and interests). (The remaining 55%~ 45% of the order amount is used to offset the relevant expenses such as commodity packaging, sorting, warehousing, customs duties, first-and-second-course freight, and overseas warehouse return processing fees)
4. The tracking number has been signed for, and the terminal buyer feedback has not received the goods:
The current package sent by Tianwei supply chain does not include the signature service (it must be signed by the person or the designated person). The logistics tracking number has been signed for. Tianwei supply chain can apply for a delivery order with the supplier to assist in handling such a case. No subsequent processing is performed.
The logistics method is fedex ground UPS. Tianwei supply chain customer service can collect screenshots of orders issued by distributors and email screenshots of terminal buyers and submit them to suppliers to try to apply for compensation on behalf of customers, but it is not sure whether they can apply. According to historical experience, the probability of successful application is relatively small.