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Discovering Tmall After-Sales Solutions: DSers Merchant's Guide

DSers Team

•

Apr 18, 2024

Tmall, a prominent online marketplace in China, offers comprehensive after-sales services to ensure a smooth shopping experience for both buyers and sellers. Here we will explore what you need to know about Tmall after-sales, including the challenges you may encounter before and after shipping and the solutions available to address them.

Before Shipment Situations

After Shipment Issues

Special Scenarios for Shipment

Conclusion

What You May Encounter Before the Shipment

After you place an order, it’s time for your suppliers to ship the goods. But you might meet some problems before and after the shipment. First of all, let’s check what will happen before the shipment and the solutions to manage those not-shipped orders.

Tmall Order Status	How to deal with the issue?
No Stock Available	Request for a refund Reorder the same or similar products from alternative suppliers (DSers will help the original order get refunded.)
Oversized/Overweight	Request for a refund
Shipment Overdue	For 2 days overdue: Contact the supplier to urge the shipment For 4 days overdue: Check for the ‘No Stock Available’ solution and find other suppliers to fulfill the order Note: Only for domestic shipment
Supplier Unresponsive	Refundable, refer to the ‘No Stock Available’ solution

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What Will Happen After the Shipment

Now, let’s check some issues after the shipment and solutions to these obstacles.

Shipment Status	How to handle the situation?
Customs Hold	DSers will send customs clearance reminder emails to your registered email address, then you can contact your buyers
Wrong/missing Items	Follow Tmall’s step-by-step solution: Customers provide video or photo evidence DSers will contact Tmall to verify the situation in 10-30 working days With the successful verification, you can ask for a reissue or a refund If you ask for a refund, DSers will complete the refund within 15 working days
Product Damaged	Follow Tmall’s step-by-step solution: Customers provide video or photo evidence DSers will contact Tmall to verify the situation in 10-30 working days With the successful verification, you can ask for a reissue or a refund If you ask for a refund, DSers will complete the refund within 15 working days

Special Situations for Shipment

Now, we have discussed common challenges you will have before and after the shipment. However, there will be some special situations, too.

After-sale Order	How to solve the problem?
Customer-canceled orders	For domestic orders, DSers will help intercept, refundable if successful interception, if not, the order cannot be refunded For international orders, cannot be intercepted and cannot be refunded
Incorrect address provided	For domestic orders, DSers will help intercept, refundable if successful interception, if not, the order cannot be refunded For international orders, cannot be intercepted and cannot be refunded

Conclusion

By understanding the challenges that may arise before and after shipping, along with the available solutions, you can effectively manage issues and ensure a positive customer experience. Tmall's comprehensive after-sales services aim to provide resolutions and maintain customer satisfaction, ultimately contributing to the success of your business on the platform.

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