Logistics Complaint Guide

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1	Logistics Complaint Guide（For Reference）
2	Shipping Channels	When I wait for my package， I meet:	What can I do and JLCPCB will give:

3	DHL Express worldwide DHL Express Economy	No update for a long time: 7 days without update (10 days in remote areas such as South America and Africa)	Contact the customer service , after confirmation by customer service and the logistics company, JLCPCB will compensate the discount, and the delay compensation shall not exceed 7% of the order amount
4		No sign for a long time: no sign for 15 days (20 days for remote areas such as South America and Africa)	Contact the customer service，after confirming with customer service and the logistics company, give the discount compensation to re-order， 60-80% of the order amount compensation
5		Tracking website shows receipted ,but i am not received	Contact with the customer service, after confirming with customer service and the logistics company, confirming that it has not been received, JLCPCB will give compensation for the discount and compensation for loss of 60-80% of the order amount
6		Complaints about package damage caused by international trade When i received my packages,it is damaged and may not be used normally (product damaged, no package included)	If the customer uses the expresses provided by JLCPCB, please kindly check if the parcel is abnormal when receiving.If anything, please refuse to accept it or make a claim to JLCPCB . Pls note that within 3 days after the order signing, please provide some damaged pictures proof to customer service to confirm our responsibility.The compensation depends on the condition of the damage and does not exceed the standard of claim for packet loss.
7			If the forwarder is used, please also ask the forwarder to check when signing. If there is any problems, please directly reject it or make a claim. When the customer finds problems after receiving from the forwarder, a negotiation with the forwarder about the problems is needed. We shall not be responsible for it.
8		Express shipment detention: the United States, Canada, Europe and Southeast Asia will not be updated for more than 7 days (10 days to 15 days in South America and Africa)	Contact customer service to urge DHL, find out the reason, and give a 5% discount to the order amount after signing
9		Customs clearance	DHL requires the recipient to clear customs by themselves. the invoices are automatically downloaded in the system.if JLCPCB cause will cause unsuccessful customs clearance, and JLCPCB will compensate the corresponding loss (not exceeding the order amount)
10		Delivery problem	Contact customer service and DHL to know more info. DHL requires the recipient to contact DHL for delivery appointment. The delivery is not successful due to customer reasons (the recipient's address is incorrect, not at home, etc.). JLCPCB will not compensate
11		Return problem Customer problem leads to return	Please confirm with customer service: If you can apply for a free return, the customer needs to reissue, and the customer needs to pay 20% of the import tariff and retransmission freight.The specific cost needs to be confirmed by DHL, and the cost is subject to the actual occurrence
12		Return Question 2: JLCPCB reasons: (1) If the invoice is incorrect (2) Report errors, etc.	Contact customer service to know more info. The returned item is confirmed with DHL whether it is our responsibility or the customer ’s responsibility. JLCPCB are responsible for the reissue or compensation if is our responsibility.
13	S.F express S.F Express Standard S.F Express Economy	No update for a long time: 15 days without update (20 days in remote areas such as South America and Africa)	Contact with the customer service , after confirmation by us and the logistics company, JLCPCB will compensate the discount, and the delay compensation shall not exceed 6% of the order amount
14		No sign for a long time: no sign for 35 days (50 days for remote areas such as South America and Africa)	Contact the customer service , after confirming with customer service and the logistics company, give the discount compensation to place the order again, and compensate 60-80% of the order amount
15		Tracking website shows receipted ,but i am not received	Contact the customer service , after confirming with customer service and the logistics company, after confirming that it has not been received, compensate 60-80% of the order amount
16		When i received my packages,it is all damaged and cannot be used normally (product damaged, no package included)	Within 7 days of signing the order, contact customer service to provide a damaged picture proof to confirm our responsibility for the compensation order amount 80% -100% discount
17		When i received my packages,it is partial damage (product damage, no package included)	Within 7 days of signing the order, contact customer service to provide a damaged picture certificate to confirm our responsibility for the compensation order amount 30% -50% discount
18		Express mail detention: no update for more than 10 days (15 days to 20 days in remote areas such as South America and Africa)	Contact customer service to urge shipping company, find out the reason, and give a 5% discount to the order amount after signing
19		Customs clearance	Contact customer service and delivery agency to know more info. Recipients are required to clear customs by themselves. If invoices are required, please download them automatically. Our refund will be destroyed due to unsuccessful customs clearance. Our compensation shall not exceed the order amount
20		Delivery problem	The recipient needs to contact the delivery agency to deliver the appointment. JLCPCB will not compensate for the unsuccessful delivery caused by the customer.
21		Return problem 1: Customer problem leads to return: (1) The tariff is too high, the customer wants to return the parcel (2) The company name / recipient name is incorrect and will not be dealt with locally (3) The local customs does not accept it and requests a return	Please confirm with customer service: If you can apply for a free return, the customer needs to reissue, and the customer needs to pay 20% of the import tariff and retransmission freight.The specific cost needs to be confirmed by shipping company, and the cost is subject to the actual occurrence
22		Return Question 2: Our reasons: (1) If the invoice is incorrect (2) Report errors, etc.	The returned goods need to be confirmed by the logistics company whether it is our responsibility or the customer ’s responsibility. If it is our responsibility, JLCPCB will bear the reissue or compensation, if the customer is responsible, JLCPCB will not bear the compensation
23	Registered Air Mail_EU PostLink GB Registered Mail PostLink FR Registered Maill PostLink AU Registered Mail PostLink RU Registered Mail PostLink DE Registered Mail	The POSTLINK line will not be updated for a long time: 25 days will not be updated (refer to 40 days during the epidemic)	Contact the customer service and after confirming with us and the logistics company, JLCPCB will compensate the discount, and the delay compensation shall not exceed 5% discount of the order amount.
24		No sign for a long time: no sign for 60 days (70 days for South America and remote areas)	Contact with the customer service , after confirming with us and the logistics company, JLCPCB will compensate the discount for compensate 50% of the order amount
25		Tracking website shows receipted ,but i am not received	Contact with the customer service , after confirming with us and the logistics company, after confirming that it has not been received, compensate 50% of the order amount
26		When i received my packages,it is all damaged and cannot be used normally (product damaged, no package included)	Within 7 days of signing the order, please contact customer service to provide a damaged picture proof to confirm our responsible compensation for the order amount 80-100% discount
27		When i received my packages,it is partial damage (product damage, no package included)	Within 7 days of signing the order, contact customer service to provide a damaged picture certificate to confirm our responsibility for the compensation order amount 30% -50% discount
28		Express mail detention: no update for more than 15 days (15-20 days in remote areas such as South America and Africa) [except postal packets]	Contact customer service to urge shipping company, find out the reason, and give a 5% discount to the order amount after signing
29		Customs clearance	Contact customer service to know more info.If you need invoices, the invoices are automatically downloaded in the system, customs clearance is unsuccessful, and JLCPCB compensate if is our responsibility
30		Delivery problem	Contact customer service to know more info. JLCPCB will not compensate for unsuccessful delivery due to customer reasons
31		Customer problems lead to returns: (1) The package is placed at the local post office, and the customer has not picked it up for a long time, which leads to the return (2) The address is returned incorrectly (3) Failure to deliver results in return (4) Failure to contact the recipient leads to a return	Please confirm with customer service: 1. If the package has not been returned, it is recommended that the customer contact the local self-collection or re-delivery as soon as possible 2. If the package shows a return, under normal circumstances, the package will be directly destroyed 3. discounts cannot be provided due to the return of the customer due to their own problems, I hope the customer understands
32		Return Question 2: Has been returned to the service provider's overseas warehouse	4PX UK, Germany, France, Italy, SJLCPCBden, Belgium, Denmark special line, if it shows a return, it will be returned to the overseas warehouse, and can be reissued to customers. Consult customer service for reissue fees,and the cost is subject to the actual occurrence
33		Postal packet channels(ePacket,Registered Air Mail,Registered Air Post)	Please wait more patiently.Contact customer service to know more info. During the epidemic, all abnormalities will not be compensated temporarily
34	YunExpress Global Direct Line Yunexpress Mexico Direct Economical Line Yunexpress Global Direct Economical Line	No update for a long time: no update for 20 days (refer to 30 days during the epidemic)	Contact customer service, after confirming with us and the logistics company, JLCPCB will provide compensation for the discount, the delay compensation shall not exceed 5% of the order amount
35		No sign for a long time: no sign for 50 days (60 days for remote areas such as South America and Africa)	Contact customer service, and after confirming with us and the logistics company, JLCPCB will compensate the discount and compensate 50% of the order amount
36		Tracking website shows receipted ,but i am not received	Contact customer service, after JLCPCB confirm with the logistics company, after confirming that it has not been received, compensate 50% of the order amount
37		All are damaged and cannot be used normally	Within 7 days of signing the order, please contact customer service to provide a damaged picture proof to confirm our responsible compensation for the order amount 80-100% discount
38		Partially damaged	Within 7 days of signing the order, contact customer service to provide a damaged picture certificate to confirm our responsibility for the compensation order amount 30% -50% discount
39		Express mail detention: no update for more than 15 days (20-25 days in remote areas such as South America and Africa)	Contact customer service to urge shipping company and give a 5% discount to the order after signing
40		Customs clearance	Contact customer service to know more info.If you need invoices, the invoices are automatically downloaded in the system. customs clearance is unsuccessful, JLCPCB compensate if is our responsibility
41		Delivery problem	Contact customer service to know more information.JLCPCB will not compensate for unsuccessful delivery due to customer reasons
42		Customer problems lead to return: (1) The package is placed at the local post office, and the customer has not picked it up for a long time, which leads to the return to the service provider (2) The wrong address leads to the return to the service provider (3) Failure to deliver leads to return to the service provider (4) Failure to contact the recipient leads to the return to the service provider	Please confirm with customer service: Customers need to reissue, need to pay 55RMB / ticket reissue freight,the cost is subject to the actual occurrence
43	EuroPacket	No update for a long time: No update for 10 days (Romania, Spain, Serbia, Belarus 15 days)	Contact the customer service , and after confirming with us and the logistics company, JLCPCB will compensate the discount, and the delay compensation shall not exceed 7% of the order amount.
44		No sign for a long time: no sign for 35 days (Romania, Serbia, Belarus 45 days)	Contact the customer service , after confirming with customer service and the logistics company, give the discount compensation to place the order again, compensate 60-80% of the order amount
45		Tracking website shows receipted ,but i am not received	Contact the customer service , after JLCPCB confirm with the logistics company, fill out the unsigned certificate, compensate 60-80% of the order amount
46		When i received my packages,it is all damaged and cannot be used normally (product damaged, no package included)	Within 5 days of signing the order, please contact customer service to provide a damaged picture proof to confirm our responsibility for the compensation order amount 80-100% discount
47		When i received my packages,it is partial damage (product damage, no package included)	Within 5 days of signing the order, please contact customer service to provide a damaged picture certificate to confirm our responsibility for the compensation order amount 30% -50% discount
48		Express shipment detention: no update after 15 days (Romania, Spain, Serbia, Belarus 20 days)	Contact customer service to urge DHL. After signing, give a 5% discount to the order
49		Delivery problem	DHL requires the recipient to contact DHL for delivery appointment. JLCPCB will not compensate for the unsuccessful delivery due to customer reasons.
50		Return problem 1: Customer problem leads to return: The company name / recipient's name is incorrect and will not be handled locally or other customer issues	Please give the new address or check your address , sent to customer service. The return of the customer due to the customer's reason must pay the freight of the rear part of the German warehouse and re-delivery
51		Wrong delivery	Contact the customer service to know more information.JLCPCB will give full compensation
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