以下内容适用于加拿大地区：
The following content shall be applied to Canada line:

一、投诉赔付标准
I. Complaint and Compensation Standard

当买家在使用本协议下菜鸟所提供服务，发生不满、争执、纠纷时，在签收48小时内可在“海外二段订单”反馈包裹异议并提供图片凭证向菜鸟发起投诉。买家在提交投诉时，需同时提供必要以下凭证，如凭证不充足或需补充内容的，需在24小时内完成凭证上传（提交）。
Where the Buyer is dissatisfied with, dissents from or enters into a dispute over the services provided by Cainiao hereunder during the former’s use of these services, it may, within 48 hours after its acknowledgment of receipt, file a dissenting opinion in respect of the relevant parcel and also provide pictorial evidence for the purpose of lodging a complaint against Cainiao in the “Overseas Phase II Order”. On the occasion of lodging a complaint, the Buyer shall furnish following necessary proofs at the same time. In case of either its failure to furnish sufficient proofs or the necessity for submitting any supplementary proof, the Buyer shall complete the uploading (submission) of proofs within 24 hours thereafter.

投诉方式：线上投诉入口：电商平台上“官方集运-海外物流订单”。
Methods of lodging complaints: online complaint channel: “Official Consolidation - Logistics Orders” on e-commerce platform.

投诉受理有效期：60个自然日（自投诉入口开放时起），逾期投诉入口关闭，投诉不予受理。
Validity period for lodging complaints: 60 calendar days (calculated from the open date of the online complaint channel); after the expiration of the said validity period, the online complaint channel will be closed and no complaint will be accepted.

买家仅可就下述投诉选择一种类型进行投诉，菜鸟判定买家投诉成立后按照赔付金额最高的类型进行赔付,买家将无权进行其他类型投诉。
The Buyer may only lodge a complaint on one of the following grounds. To the extent that the complaint lodged by the Buyer has been deemed by Cainiao to be justifiable, Cainiao shall compensate the Buyer on such ground as allows for a maximum amount of compensation, in which case the Buyer will have no right to lodge a complaint on any other ground.

投诉类型&投诉描述
Categories and descriptions of the complaint

主投诉类型
Main complaint categories

类型描述
Description

举证要求
Requirements on production of evidence

赔偿规则
Rules for compensation

入库延迟
Delay in inbound

集运仓成功签收的包裹，未能在签收后8小时内完成入库。
Any parcel duly accepted by the consolidated warehouse fails to complete inbound process within 8 hours after the acceptance thereof.

无需举证
No production of evidence is required

定额赔偿10元/单服务赔偿金,以物流红包形式发放。Compensatory payment in the fixed amount of RMB 10 yuan for each single complaint, which will be granted to the Buyer’s account in form of logistics red envelope and can be only used for future payment of freight charge.

时效延迟
Extension of time limit

菜鸟未在该线路产品承诺的派送时间内完成包裹派送
Cainiao fails to deliver the parcel within the time limit for delivery as promised for the service route concerned.

无需举证
No production of evidence is required

定额赔偿30元/单服务赔偿金，以物流红包形式发放。
Compensatory payment in the fixed amount of RMB 30 yuan for each single complaint, which will be granted to the Buyer’s account in form of logistics red envelope and can be only used for future payment of freight charge.

包裹丢失/缺失
Loss/missing of parcels

包裹丢失：买家合单付款后，菜鸟未有首次派送记录或送达门店的记录。
Loss of parcel: upon payment by the Buyer for the consolidated orders, Cainiao has no record of first delivery attempt or delivery to the outlet.

包裹缺失：收件人收到的子包裹数量与实际合单的子包裹数量不符
Missing of parcel: inconsistency between the number of sub-parcels received by the recipients and that of the sub-parcels actually consolidated.

包裹完整称重照片（可清晰查看称重重量和面单信息）；
A picture as to the weight of the parcel in its entirety (clearly showing the weight and waybill of the parcel);

包裹内所有商品照片
A picture as to all goods contained in the parcel

包裹丢失/缺失按照实际损失价值赔偿（以该订单在淘宝/天猫及其他阿里巴巴旗下电商网站的实际成交价为标准）最高不超过2000元人民币，优先打款至买家支付宝渠道，若买家支付宝渠道不支持打款，则以现金红包形式发放；买家支付的相应的转运运费部分通过店铺退款退回。
In case of loss/missing of parcel, compensation shall be made based on the actual loss (subject to the actual transaction price under such order on Taobao/Tmall and other e-commerce websites of Alibaba, capped at RMB2,000, which will be optimally remitted to the Buyer’s account via Alipay, if failed, then will be granted to the Buyer’s account in form of cash red envelope and can be only used for future payment on Tabao/Tmall platform), and the corresponding forwarding freight paid by the Buyer shall be refunded.

包裹破损
Damage to the parcel

包裹物流包装破损且包商品本身破损，导致收件人无法正常签收。
Both the logistic package of a parcel and the goods contained therein are damaged, which renders it impossible for the recipient to duly acknowledge its receipt thereof.

包裹物流包装破损照片（可清晰查看面单信息及包裹破损情况）、破损商品图片；签收前包裹破损的相关举证
A picture of damaged logistic package of a parcel (clearly showing the waybill and the damage) and pictures of damaged goods contained therein; relevant evidence to be produced with respect to damaged parcel prior to the acknowledgment of its receipt

包裹物流包装破损且包商品本身破损，按照实际损失价值赔偿（以该订单在交易平台的实际成交价为标准），最高不超过2000元人民币，优先打款至买家支付宝渠道，若买家支付宝渠道不支持打款，则以现金红包形式发放；买家支付的相应的转运运费部分通过店铺退款退回。
In case of any damage to both the logistic package of a parcel and the goods contained therein, compensation shall be made based on the actual loss (subject to the actual transaction price under such order on Alibaba platform, capped at RMB2,000, which will be optimally remitted to the Buyer’s account via Alipay, if failed, then will be  granted to the Buyer’s account in form of cash red envelope and can be only used for future payment on Tabao/Tmall platform), together with corresponding logistics service fee.

发货错误
Delivery of wrong parcels

菜鸟在出库时出现包裹串发错发的情形。
Mistaken or wrong delivery of any parcel occurred in the process of outbound by Cainiao.

所有包裹照片（可查看面单信息）；包裹内所有商品照片；
A picture as to all parcels (showing the waybills); a picture as to all goods contained in the parcel;

发货错误按照实际损失价值赔偿（以该订单在淘宝/天猫及其他阿里巴巴旗下电商网站的实际成交价为标准）最高不超过2000元人民币，优先打款至买家支付宝渠道，若买家支付宝渠道不支持打款，则以现金红包形式发放，并退回买家支付的相应的转运运费；买家支付的相应的转运运费部分通过店铺退款退回。
In case of delivery of wrong parcels, compensation shall be made based on the actual loss (subject to the actual transaction price under such order on Taobao/Tmall and other e-commerce websites of Alibaba, capped at RMB2,000, which will be optimally remitted to the Buyer’s account via Alipay, if failed, then will be granted to the Buyer’s account in form of cash red envelope and can be only used for future payment on Tabao/Tmall platform), and the corresponding forwarding freight paid by the Buyer shall be refunded.

费用争议
Dispute over charges

菜鸟仓库称重与买家实际称重有差异，导致买家多付转运费
There’s any difference in the weight of the goods measured by Cainiao warehouse and by the Buyer, resulting in any additional forwarding service fee payable by the Buyer.

包裹完整称重照片（可清晰查看称包裹重量和面单信息）
A picture as to the weight of the parcel in its entirety (clearly showing the weight and waybill of the parcel);

菜鸟退回因重量差异导致买家额外支付的转运费
Any additional forwarding service fee paid by the Buyer due to the difference in weight shall be refunded by Cainiao.

违背承诺
Breach of commitment

菜鸟及其物流商在服务过程中出现的未按标准服务、服务态度差或额外收费等情形，包括但不限于：
In providing the services, Cainiao and its Logistics Service Provider has such behaviors as failure to provide services in accordance with the service standard, poor performance, or charging additional fees, including without limitation:

  1. 送货前未与收件人联系导致用户投诉；
    failure to contact with the recipient prior to delivery, resulting in any complaint lodged by the user;
  2. 未按约定时间和地点送达至收件人（送货上门）；或未按约定时间地点上门取件；
    failure to deliver any goods to the recipient at such time and place as agreed (in case of a doorstep delivery service) or failure to pick up any goods at such time and place as agreed;
  3. 未妥投，且未经同意直接将包裹返回仓库，导致订单取消、退款或投诉；
    failure to complete any delivery and directly return the Parcels to the warehouse without permission, resulting in any cancellation of order, refund or complaint;
  4. 语言生硬对用户询问不予理睬；
    having a stiff in manner and ignore any user’s inquiries;
  5. 服务态度恶劣，出言不逊；
    having a bad service attitude and make impertinent remarks;
  6. 对收件人不礼貌行为；
    having a impolite behavior to the recipient;
  7. 网络（含微博）/声/视/平媒体负面报导服务态度；
    receiving any adverse report on its service attitude on any network (including Weibo)/ audio/ video/ print media;
  8. 未按照约定收取费用，或额外增加服务费用等；
    failure to charge fees as agreed or charge any additional service fee;
  9. 未经收件人本人允许给他人签收；
    permit any person other than the recipient to sign a parcel for receipt without permission of the recipient ;
  10. 未收到货，但是物流详情显示签收
    the logistical details show a sign for receipt, whilethe Buyer claims the opposite.

被收件人/买家投诉的其他不文明行为
other uncivilized conduct as complained by the recipient/Buyer.

违背服务承诺的相关举证
Relevant evidence to be produced with respect to breach of service commitment

菜鸟支付20元/单服务赔偿金，以物流红包形式发放。
Cainiao shall pay RMB 20 yuan for each single complaint, which will be granted to the Buyer’s account in form of logistics red envelope and can be only used for future payment of freight charge.

注：若遇到菜鸟或在线交易平台重大活动或其他特殊情况（包括但不限于双十一大促等），赔偿标准及时效应以菜鸟或在线交易平台公布的活动规则为准
Note: in case of any major or special events on Cainiao or Alibaba Trading Platform, including without limitation 11.11 promotion, the compensation standards and time limit as set forth above shall be subject to the relevant notices published on the Cainiao or Alibaba Trading Platform.


 

附件二：《服务费收费标准》
Exhibit II: Charging Standard for Service Fees

目的国
Destination  Country

（地区）
(Region)

运输方式
Mode of transportation

服务费收费标准
Charging standard for service fees

加拿大
Canadian

空运
Air transport
  1. 运费报价以及计费规则，以支付运费时交易页面显示信息为准。
    Both the quoted amount and the charging rate of the freight charge are indicated on the transaction page on the occasion of payment therefor.
  2. 运费中不包含目的国（地区）海关征收的进口关税。
    The freight charge is exclusive of any import duty imposed by the customs of the country of destination (region).
  3. 尺寸及重量限制：单件重量限制0kg<X≤20kg，单件单边长度≤69cm，长宽高之和≤150cm
    Limits on dimensions and weight: limit on weight for a single parcel 0kg<X≤20kg, length on a single side for a single parcel≤69cm, the summation of length, width and height ≤ 150cm;
  4. 若买家在电商平台选择的配送方式为派送上门，则菜鸟承诺菜鸟物流商将提供2次免费派送，若上述免费派送后包裹仍然无法被买家签收，则包裹将由相关菜鸟物流商站点保存15个自然日，在此期间买家应联系菜鸟物流商并自行与之协商包裹处理事宜及相关费用。若买家在上述包裹最后一次免费派送失败之日起第15个自然日23:59:59仍未提取包裹，除非买家与相关菜鸟物流商另行达成书面合意，菜鸟有权销毁该包裹且无需向买家出示任何销毁证明。
    Where the Buyer opts for home delivery on the e-commerce platform, Cainiao undertakes that its logistics service provider will make 2 attempts of delivery for free of charge. If a parcel still cannot be received by the Buyer despite of the said 1 attempt of free delivery, the parcel will be kept at the relevant depot of the said logistics service provider for a period of 15 natural days, during which the Buyer shall reach out to the logistics service provider of Cainiao and take the lead to initiate negotiations with the latter regarding the processing of the parcel and relevant fees resulting therefrom. Should the Buyer still fail to take delivery of the parcel by 23:59:59hr on the 15th natural day after the date whereon the last attempt to deliver the above parcel for free turned out to be a failure, Cainiao shall be entitled to destroy the same parcel without producing any evidence of such destruction to the Buyer, unless otherwise agreed in writing between the Buyer and the logistics service provider of Cainiao.
  5. 在商品到达集运仓并签收成功以后，如果消费者提出将商品退回至中国大陆的地址，需支付退货费用。退货运费报价以及计费规则，以支付运费时交易页面显示信息为准。
    After the goods arrived at the consolidated warehouse and have been received successfully, if the consumer makes a request for returning the goods to any address in China mainland, the costs of returning the goods shall be paid by the consumer. Both the quoted amount and the charging rate of the freight charge imposed on returning of the goods are indicated on the transaction page on the occasion of payment therefor.


附件三：《禁／限运品参考清单》
Appendix III: List of Items Prohibited/Restricted for Transport

  1. 海关总署令第43号《中华人民共和国禁止进出境物品表》和《中华人民共和国限制进出境物品表》规定的禁运/限运物品
    Items included in the List of Prohibited Inbound and Outbound Items of the People’s Republic of China and the List of Restricted Inbound and Outbound Items of the People’s Republic of China (Order of the General Administration of Customs No. 43);
  2. 禁限寄规定的禁运/限运物品：
    Prohibited or restricted mailing items:
  3. 各类武器、弹药。如枪支、子弹、炮弹、手榴弹、地雷、炸弹等。
    All kinds of weapons and ammunitions, such as firearms, bullets, shells, grenades, mines, bombs, etc.
  4. 各类易爆炸性物品。如雷管、炸药、火药、鞭炮等。
    All kinds of explosive substances, such as detonators, explosives, gunpowder, firecrackers, etc.
  5. 各类易燃烧性物品。包括液体、气体和固体。如汽油、煤油、桐油、酒精、生漆、柴油、气雾剂、气体打火机、瓦斯气瓶、磷、硫磺、火柴等。
    All kinds of flammable substances, including liquids, gases and solids, such as gasoline, kerosene, tung oil, alcohol, lacquer, diesel, aerosol, gas lighters, gas cylinders, phosphorus, sulfur, matches, etc.
  6. 各类易腐蚀性物品。如火硫酸、盐酸、硝酸、有机溶剂、农药、双氧水、危险化学品等。
    All kinds of corrosive substances, such as fire sulfuric acid, hydrochloric acid, nitric acid, organic solvents, pesticides, hydrogen peroxide, dangerous chemicals, etc.
  7. 各类放射性元素及容器。如铀、钴、镭、钚等。
    All kinds of radioactive elements and containers, such as uranium, cobalt, radium, plutonium, etc.
  8. 各类烈性毒药。如铊、氰化物、砒霜等。
    All kinds of deadly poisons, such as thallium, cyanide, arsenic, etc.
  9. 各类麻醉药物。如鸦片(包括罂粟壳、花、苞、叶)、吗啡、可卡因、海洛因、大麻、冰毒、麻黄素及其它制品等。
    All kinds of narcotic drugs, such as opium (including poppy shells, flowers, bracts, leaves), morphine, cocaine, heroin, marijuana, methamphetamine, ephedrine and other products, etc.
  10. 各类生化制品和传染性物品。如炭疽、危险性病菌、医药用废弃物等。
    All kinds of biochemical products and infectious substances, such as anthrax, dangerous bacteria, medical wastes, etc.
  11. 各种危害国家安全和社会政治稳定以及淫秽出版物、宣传品、印刷品等。
    All kinds of publications, propaganda materials, printed materials, etc., which endanger national security or social and political stability or are obscene, etc.
  12. 各种妨害公共卫生的物品。如尸骨、动物器官、肢体、未经硝制的兽皮、未经药制的兽骨等。
    All kinds of items harmful to public health, such as skeletons, animal organs, limbs, non-tanned animal hides, animal bones that have not been processed for making medicines, etc.
  13. 国家法律、法规、行政规章明令禁止流通、寄递或进出境的物品，如国家秘密文件和资料、国家货币及伪造的货币和有价证券、仿真武器、管制刀具、珍贵文物、濒危野生动物及其制品等。
    Items that are prohibited from circulation, mailing or entry or exit by the laws, regulations and administrative regulations of China, such as state secret documents and information, national currency, counterfeit money, negotiable securities, simulated weapons, controlled knives, precious cultural relics, endangered animals and their products, etc.
  14. 包装不妥，可能危害人身安全、污染或者损毁其他寄递件、设备的物品等。
    Improperly packed items, which may endanger personal safety or contaminate or damage other mailing items or equipment, etc.
  15. 各寄达国(地区)禁止寄递进口的物品等。
    Items that are prohibited from being imported into the country or region of destination, etc.
  16. 仿造物品
    Imitations; and
  17. 其他禁止寄递的物品。
    Other items that are prohibited from mailing.
  18. 经常被航空安检退回的物品：
    Items that constantly fail to pass through the security check:
  19. 仿真枪、消防枪、子弹及弹壳。如：任何仿真枪、可射击子弹的玩具枪均属禁寄，只有全塑料玩具水枪可通过安检。
    Simulation guns, fire gun, bullets and shell cases, e.g. any simulation guns, toy guns that can shot bullets are prohibited from mailing; provided that only the toy water guns wholly made of plastic may pass security check.
  20. 各种管制刀具、弩箭。
    All kinds of controlled knives and bolts.
  21. 易燃、易爆危险品、各种化工试剂、瓶装液体。
    Flammables, explosives, all kinds of chemical reagents and bottled liquid.
  22. 电池及带电池的各类电子类产品。包括但不限于：任何可重复使用的充电电池，如锂电池、内置电池、笔记本长电池、蓄电池、高容量电池等；含电池的MP3、MP4、手机、电脑等电子产品及户外照明用品、登山用品等；含有干电池的玩具、荧光棒等。
    Batteries and all kinds of electronic products carrying with battery. Including, but not limited to: any reusable and rechargeable batteries, such as lithium batteries, built-in batteries, laptop battery for laptop, accumulators, high-capacity batteries, etc.; electronic products carrying with batteries, such as MP3, MP4, mobile phones, computers, and outdoor lightening products and outdoor supplies; toys and fluorescent sticks carrying dry batteries, etc.
  23. 带磁性的物品（扩音器）：磁性物品，如含喇叭的大小音响、有变压器的电路板等。
    Magnetic items (such as loudspeakers): magnetic items such as sound equipment carrying with horn, circuit boards carrying with transformers, etc.
  24. 各种压力容器、各类压缩气体制品（自动充气救生设备、灭火器）等。
    All kinds of pressure vessels and compressed gas products (such as automatic inflatable life-saving equipment, fire extinguishers), etc.
  25. 内装化妆品、药品的邮件。如：液体、粉状、膏状的物品（含胶囊类药品）等。
    Posts containing cosmetics, drugs, such as liquid, powder, paste items (including capsules drugs), etc.
  26. 电子元件。如：单独寄递的纽扣电池、单独寄递的批量干电池。
    Electronic components, such as: button batteries and a batch of dry batteries being mailed separately.
  27. 任何在安检视图呈现“不明图像”的物品不能寄递。如：包装使用较厚的固体泡沫，导致内包装物品形状、特性难以显示。
    Any items which are defined to be "unknown" by the security equipment are prohibited from mailing, such as: items being packed with thicker solid foam, which lead to the difficulty to determine the shape and characteristics of the items packed.
  28. 其它国际和国内运输和（或）UPU/邮政法律、法规禁止运输的物品。
    Items that are prohibited from transport according to other international and domestic transport and (or) postal laws and regulations.