物流服務委託協議
Logistics Service Engagement Agreement
發佈日期：2021年7月28日
Published on July 28, 2021
甲方：淘寶全球商家
Party A: Taobao Global Merchant
乙方：Alibaba.com Singapore E-Commerce Private Limited
Party B: Alibaba.com Singapore E-Commerce Private Limited
丙方：物流服務商
Party C: Logistics Service Provider
鑒於，
WHEREAS,
1. 淘寶全球平台是乙方基於“全球買、全球賣”商業理念提供互聯網相關服務及技術支持的電子商務平台網站及/或手機應用程式（包括隨技術發展出現的新的服務形態，如小程序）；
Taobao Global Platform is the e-commerce platform website and/or mobile application (including any new service forms emerging from technological development, e.g. mini-program) based on the business concept of "Global Buy, Global Sell", of which the Internet-related services and technical support are provided by Party B;
2. 甲方是淘寶全球平台的賣家，通過淘寶全球平台向買家出售、提供商品及/或服務，並與達成交易的買家形成交易訂單；
Party A is merchant on Taobao Global Platform, selling goods and/or services to and making Transaction Orders with buyers through Taobao Global Platform;
3. 甲方擬委託乙方為其尋找物流服務商，由物流服務商為甲方在淘寶全球平台產生的交易訂單提供物流服務；
Party A intends to appoint Party B to find logistics service providers who will provide logistics services for the Transaction Orders generated by Party A on Taobao Global Platform;
4. 乙方同意根據本協議約定接受甲方委託，為甲方尋找物流服務商；
Party B agrees to accept Party A’s appointment and find logistics service providers for Party A in accordance with this Agreement;
5. 丙方有能力提供倉儲服務、幹線運輸服務、進出口清關服務、攬收配送服務以及其他與物流相關的服務（合稱爲“物流服務”），有意為甲方提供物流服務。
Party C is able to provide warehouse services, line-haul transportation services, import and export customs clearance services, collection and delivery services and other services related to logistics (collectively “Logistics Services”) and intends to provide Logistics Services for Party A.
經甲乙丙三方協商一致，達成如下協議：
NOW THEREFORE, the Parties through friendly consultation hereby agree as follows:
1 定義
Definition
1.1 商品：甲方在淘寶全球平台上出售的商品實物。
Goods refers to tangible products sold by Party A on Taobao Global Platform.
1.2 交易訂單：買家在淘寶全球平台上購買甲方的商品而產生的訂單。
Transaction Order refers to the order generated on Taobao Global Platform due to buyer’s purchase of Party A’s Goods.
2 協議生效和適用範圍
Effectiveness and Application of the Agreement
2.1 本協議內容包括本協議正文、附件以及淘寶全球平台之平平台規則、公告或通知及所有其他淘寶全球平台上已發佈或將發佈的各類條款和規則（合稱爲“相關規則”），相關規則為本協議不可分割的一部分，與本協議具有同等法律效力。
This Agreement consists of the main body and appendix of the Agreement, the rules, announcements and notices of the Taobao Global Platform and all other terms and rules that have been published or to be published on Taobao Global Platform (collectively “Relevant Rules”). Relevant Rules shall be an integral part of this Agreement and shall have the same binding effect as this Agreement.
2.2 甲方明確同意，本協議於甲方線上點擊簽署本協議，或通過其他方式表示甲方選擇接受本協議之時成立並生效。
Party A expressly agrees that this Agreement forms and comes into force upon it signs this Agreement online or indicates its acceptance of this Agreement otherwise.
2.3 甲方知曉並確認，本協議和相關規則可能不時修改、更新，修改、更新後的本協議和相關規則將通過淘寶全球平台公佈或以其他方式通知甲方。除非甲方明示並通知乙方及/或丙方不願接受修改、更新後的本協議和相關規則，否則修改、更新後的本協議和相關規則將於公佈之日或通知另行指定的日期開始生效。
Party A acknowledges and confirms that this Agreement and Relevant Rules may be revised or updated from time to time. The revised or updated Agreement and Relevant Rules will be published on Taobao Global Platform or notified to Party A by other means. Unless Party A expressly notifies Party B and/or Party C that it will not accept the revised or updated Agreement and Relevant Rules, the revised or updated Agreement and Relevant Rules will comes into force on the date of publication or the date designated otherwise.
3 甲方委託乙方尋找物流服務商
Party A Appoints Party B to Find Logistics Service Provider
3.1 甲方同意委託乙方為其尋找物流服務商（“委託事項”），並由物流服務商將甲方在淘寶全球平台上所產生的交易訂單項下的商品運輸至買家指定的收貨地點。
Party A agrees to appoint Party B to find logistics service providers who will transport the Goods under the Transaction Order to the address of recipient designated by the buyer (“Appointed Matter”).
3.2 甲方確認，乙方將按照運輸淘寶全球平台上所售的供私人使用的普通商品的標準尋找物流服務商。如甲方在售商品屬於如下情形的，則乙方有權拒絕甲方委託：易燃燒性物品，包括：液體、氣體和固體；易爆炸性物品；具有腐蝕性的物品；有毒性質物品；放射性物質；根據可適用的法律法規以及淘寶全球平台規則禁止銷售和運輸的物品。
Party A acknowledges that Party B will find logistics service providers by the standard for transporting normal Goods sold on Taobao Global Platform for personal use. Party B shall have the right to reject Party A’s appointment if any of the Goods sold by Party A are flammable items, including liquids, gases, and solids; explosive items; corrosive items; toxic items; radioactive substances; items that are prohibited from being sold and transported in accordance with applicable laws and regulations and rules of Taobao Global Platform.
3.3 除第3.2條另有約定外，乙方同意接受甲方委託。乙方在此向甲方介紹本協議附件所列的物流服務商，並可不時增減、調整附件的物流服務商名單，並通過淘寶全球平台公告、或以其他方式通知甲方。
Unless Clause 3.2 provides otherwise, Party B agrees to accept Party A’s appointment. Party B hereby introduces Party A the logistics service providers listed in the Appendix hereto. The list of logistics service providers in the Appendix may be changed and adjusted from time to time, and such change and adjustment will be published on Taobao Global Platform or notified to Party A by other means.
3.4 丙方同意，鑒於乙方介紹丙方作為物流服務商，乙方已對丙方進行審慎考察和評估，包括丙方的物流服務能力、價格等關鍵要素，因此，如丙方在物流服務的任何重大方面（例如，物流服務價格、客服流程、投訴賠付標準等）發生變更，丙方應事先書面通知乙方，並由乙方通過淘寶全球平台公告、或以其他方式通知甲方。
It is acknowledged by Party C that Party B introduces Party C as logistics service provider after diligent review and evaluation of Party C, including Party C’s logistics service ability, price and other key factors. Therefore, if there is any change in any material aspects of Party C’s logistics services, such as price, customer service procedure, complaint and compensation standard, Party C shall notify Party B in writing in advance and such changes shall be notified to Party A by Party B through announcement on Taobao Global Platform or by other means.
3.5 如甲方與乙方之間的《淘寶全球商戶服務協議》（Taobao Global Merchant Service Agreement）因任何原因終止或失效的，則本協議項下的委託事項同時終止。
In case that Taobao Global Merchant Service Agreement between Party A and Party B is terminated or becomes invalid for any reason, the Appointed Matter under this Agreement will be terminated simultaneously.
4 甲方指定丙方提供物流服務
Party A Appoints Party C to Provide Logistics Service
4.1 甲方同意指定丙方為其物流服務商，由丙方為甲方在淘寶全球平台上所產生的交易訂單提供物流服務，並接受本協議附件所列之丙方服務條款和條件；丙方亦同意接受甲方指定並根據本協議附件相應條款和條件向甲方提供物流服務。如本協議附件列有兩個或兩個以上物流服務商，則為每一交易訂單實際提供物流服務的物流服務商，由甲方於交易訂單產生時再行選定。
Party A agrees to appoint Party C to be its logistics service provider providing logistics services for the Transaction Orders generated on Taobao Global Platform for Party A, and accepts the terms and conditions of Party C in Appendix hereto. Party C agrees to accept Party A’s appointment and provides logistics services for Party A in accordance with the terms and conditions in Appendix hereto. If there are two or more logistics service provider in the Appendix, the specific logistics service provider who will be actually providing logistics service for each Transaction Order will be determined separately by Party A upon generation of the Transaction Order.
4.2 甲方確認並同意，乙方僅根據本協議第3.2條約定之標準向甲方介紹物流服務商，甲方乃根據其自身要求依其自行判斷指定丙方提供物流服務。各方確認並同意，丙方是物流服務的提供方，並為物流服務及其履行承擔全部義務和責任。乙方並非物流服務提供方或參與者。如因物流服務發生任何爭議，丙方應當負責與甲方妥善解決，並保障乙方免受損失。
Party A confirms and agrees that Party B only introduces logistics service providers to Party A in accordance with the standard set out in Clause 3.2 hereof. It is Party A that appoints Party C as its logistics service provider at its sole discretion based on its own conditions. It is acknowledged and agreed by all the Parties that Party C is the provider of logistics service and shall assume all the obligations and liabilities for the logistics service and its performance, and Party B is not a logistics service provider and is not involved in the logistics service. In case of any dispute arising out of the logistics service, Party C shall resolve the dispute independently with Party A, and indemnify Party B against and from all losses.
5 適用法律及爭議解決
Governing Law and Dispute Resolution
5.1 本協議之解釋與適用，以及與本協議有關的爭議，均應依照香港法律。
This Agreement shall be interpreted and governed by the laws of Hong Kong. Any disputes in connection with this Agreement shall be resolved in accordance with the laws of Hong Kong.
5.2 凡因本協議引起的或與之相關的爭議或糾紛均應根據提交香港國際仲裁中心根據仲裁通知時其有效的仲裁規則，在香港仲裁解決。仲裁員人數為三（3）名，仲裁語言為中文。仲裁裁決為終審決定並對雙方具有約束力。
Any controversy or dispute arising out of or related to this Agreement shall be submitted to Hong Kong International Arbitration Centre for arbitration in Hong Kong in accordance with its arbitration rules in effect at the time of the notice of arbitration. There shall be three (3) arbitrators, and Chinese shall be the language for the arbitration proceeding. The arbitration award shall be final and binding on both parties.
6 語言
Language
6.1 本協議以中文書寫。若本協議有其他語言的譯本且譯本的理解與中文版不同，則應以中文版爲準。
This Agreement is written in Chinese. If this Agreement is translated into any other language other than Chinese and if the meaning of the translated version is different than the Chinese version, the Chinese version will control.
附件：物流服務商名單及物流服務協議
Appendix: List of Logistics Service Providers and Logistics Service Agreement
物流服務商名單及物流服務協議（截至本協議發佈日期）：Cainiao Smart Logistics Network (Hong Kong) Limited及《菜鳥服務標準協議》
List of Logistics Service Providers and Logistics Service Agreement (as of the date of publish of this Agreement): Cainiao Smart Logistics Network (Hong Kong) Limited and Cainiao Standard Service Agreement
菜鳥服務標準協議
Cainiao Standard Service Agreement
在本協議下所述菜鳥平臺勾選本服務後，本服務協議即在您和菜鳥（定義見下文）之間產生法律效力，即您，作為本協議下所述“商家”，同意使用菜鳥的物流供應鏈管理解決方案，接受菜鳥提供的具體物流服務。您應在勾選前認真閱讀本服務協議，在菜鳥平臺勾選本服務即表示您已同意並簽署了本服務協議。
After this service is checked on the Cainiao Platform hereunder, this Agreement shall immediately become effective and binding between you and Cainiao (as defined below), and you, as the "Seller" hereunder, shall be deemed to have agreed to use Cainiao's logistics supply chain management solution and accepted the specific logistics service provided by Cainiao. Please review this Agreement carefully before choosing the services hereunder. By choosing the services on the Cainiao Platform, you shall be deemed to have consented to and executed this Service Agreement.
如果您對本協議的條款有疑問的，請聯繫您的服務訂購小二解釋條款內容。如果您不同意本協議的任意內容，或者無法準確理解菜鳥對條款的解釋，請不要進行後續操作。
If you have any questions with respect to the terms and conditions of this Agreement, please inquire through the customer service channels of help center, and customer service personnel will explain these terms and conditions to you. If you disagree with any of the terms and conditions of this Agreement, or you are unable to accurately understand Cainiao’s interpretation of the terms and conditions, please do not proceed further.
鑒於：
Whereas,
1) Cainiao Smart Logistics Network (Hong Kong) Limited（以下簡稱“香港菜鳥”或“菜鳥”）有能力提供電子商務領域的信息技術服務、倉儲服務、幹線運輸服務、配送服務以及其他與物流相關的增值服務（以下簡稱“物流服務”），並有能力將上述資源根據不同客戶的個性化需求進行統一整合、管理；
Cainiao Smart Logistics Network (Hong Kong) Limited (hereinafter referred to as “HK Cainiao” or “Cainiao” is capable of providing information technology service, warehousing service, line-haul transportation service, delivery service and other value-added services related to logistics in the field of e-commerce (hereinafter referred to as “Logistics Services”), as well as integrating and managing such resources in a unified manner according to the personalized needs of different customers;
2) 淘寶全球平臺（以下簡稱“電商平臺”）的註冊商家（即指在電商平臺開設店鋪、銷售商品並已同意並接受電商平臺商家服務協議的法律主體，以下簡稱“商家”或“客戶”）願意採用菜鳥提供的供應鏈解決方案，優化其電子商務產業中的物流環節以及與物流相關的信息流、資金流環節；
The Seller (i.e., the legal entity running a store and selling Products on the E-commerce Platform and has agreed and accepted the e-commerce platform business service agreement; hereinafter referred to as “Seller” or “Customer”) registered on Taobao Global Platform (hereinafter referred to as "E-commerce Platform") agrees to adopt the supply chain solution provided by Cainiao to optimize the logistics operation in its e-commerce business and the information flow and capital flow links related to logistics;
雙方經過友好協商，達成協議如下：
Through friendly negotiations, both parties have agreed as follows:
1. 定義
Definition
1.1 菜鳥平臺：指由菜鳥運營的物流服務信息系統平臺，倉儲、快遞等物流合作夥伴的信息系統和商家的ERP系統均接入該系統平臺，商家可以通過該系統平臺通過該系統下發網上訂單，獲得並管理物流商信息及物流服務產品信息，包括但不限於商品信息管理、庫存信息管理、訂單信息管理、結算信息管理和物流狀態信息管理等。
Cainiao Platform shall mean the logistics service information system platform operated by Cainiao. The information systems of logistics partners such as warehousing and express delivery partners and the ERP system of Seller are all connected to this system platform. Seller can, through this system platform, place online orders, obtain and manage the information of logistics service providers and logistics service products, including but not limited to information relating to product information management, inventory information management, service order information management, payment and settlement information management and shipping status information management.
1.2 支付寶公司：Alipay Merchant Services Pte. Ltd.和其關聯公司。
Aplipay shall mean Alipay Merchant Services Pte. Ltd. and its affiliated enterprises.
1.3 支付寶帳號：指商家在支付寶公司處開設並持有的一個或多個收款帳戶。
Alipay Account shall mean one or more Accounts opened and held by the merchant at the Alipay.
1.4 商品：商家在電商平臺上出售的商品實物。
Products shall mean the physical products sold by Seller on the E-commerce Platform.
1.5 買家：在電商平臺上購買商家所售賣商品的主體。
Buyer shall mean the subject who purchases the Products sold by Seller on the E-commerce Platform.
1.6 菜鳥物流商: 菜鳥使用的在本協議下實際提供物流服務的分包商。
Cainiao Logistics Service Provider shall mean the subcontractor used by Cainiao to actually provide Logistics Services under this Agreement.
1.7 包裹：指買家在電商平臺下單，商家委託菜鳥就其售賣的商品提供物流服務後，商品經商家進行合理的物流包裝、封箱並粘貼運單後交付給菜鳥物流商而產生的適合運輸的包件。
Parcels shall mean, upon placing an order by the Buyer on the E-commerce Platform and engaging Cainiao to provide logistics services for the goods purchased by the Buyer, any parcel of goods, reasonably packed, sealed and attached with a waybill by Seller, and delivered to Cainiao Logistics Service Provider in good condition for transportation.
1.8 交易訂單：買家在電商平臺上購買商家的商品而產生的訂單。
Transaction Order shall mean the order generated in connection with Buyer’s purchase of Seller’s Products on the E-commerce Platform.
1.9 物流服務訂單:商家點擊本協議採購菜鳥提供的服務後，當產生任一交易訂單時，商家確認菜鳥的服務報價，訂購菜鳥所提供的本協議下單次服務時產生的菜鳥將交易訂單下的包裹按商家指令，從菜鳥物流商倉庫或商家處攬收後運送至商家指定接收地點的物流服務訂單。
Logistics Service Order shall mean after Seller clicks this Agreement to purchase the service provided by Cainiao and any Transaction Order is generated, the logistics servicer order generated when Seller confirms the service price of Cainiao to purchase the single service provided by Cainiao hereunder whereby Cainiao will pick up the Parcel under the Transaction Order from Cainiao Logistics Service Provider’s warehouse or Seller according to Seller’s instruction and then deliver it to the receiving place designated by Seller.
1.10 菜鳥規則：菜鳥平臺不時發佈的針對本協議下物流服務的各項行為的協議、規則、標準、流程及模板，包括但不限於投訴賠付流程及規則。菜鳥規則一經公佈立即自動生效，成為本協議的有效組成部分。更新後的菜鳥規則適用于商家在更新後下達的物流服務訂單。如商家不同意相關變更，應停止該項服務下達新的物流服務訂單。若商家在菜鳥規則更新後下達物流服務訂單，即表示商家接受經修訂的協議或規則。
Cainiao Rules shall mean agreements, rules, standards, procedures and templates published by Cainiao Platform from time to time for various behaviors of Logistics Services hereunder, including but not limited to complaint and compensation procedures and rules. Cainiao Rules will take effect automatically once published and become an integral part of this Agreement hereof. The updated Cainiao Rules will apply to Logistics Service Orders placed by Seller after such update. If Seller disagrees with such revision, it shall cease to place any new Logistics Service Order under this service. If Seller continues to place a Logistics Service Order after Cainiao Rules are updated, it shall be deemed that Seller has accepted the revised agreements or rules.
1.11 收發貨倉：菜鳥在本協議下所提供服務涉及的位於中國香港境內的收發貨倉庫。
Shipping Warehouse shall mean the shipping warehouse in Hong Kong, China in connection with the services provided by Cainiao hereunder.
2. 服务内容及承诺
Service Scope and Commitment
2.1 商家在菜鳥平臺選擇菜鳥服務、勾選並同意本協議約定、確認服務價格、下達物流服務訂單，則商家和菜鳥雙方即構建物流服務合同關係，菜鳥承接商家相關服務需求並安排菜鳥物流商將包裹運輸並配送到商家或買家指定的中國香港境內的收貨地址。
After Seller has selected Cainiao’s services on the Cainiao Platform, clicked and accepted this Agreement, confirmed the service price and placed a Logistics Service Order, Seller and Cainiao shall be deemed to have entered into logistics service contract relationship, whereby Cainiao will undertake the relevant service demands of Seller and arrange Cainiao Logistics Service Provider to transport and deliver the Parcel to the delivery address in Hong Kong, China as designated by Seller or Buyer.
2.2 菜鳥為商家提供的服務包括：
Services provided by Cainiao for Seller include:
1) 菜鳥通過數據沉澱及分析為商家選擇最為合適的物流方案，並通過與供應鏈管理服務解決方案中所涉及的各物流商合作，為商家提供具體物流服務，包括但不限於包裹上門攬收、包裹派送、包裹退回原寄地等；
Cainiao will select the most suitable logistics solution for Seller through data precipitation and analysis, and provide specific Logistics Services for Seller through cooperation with Cainiao Logistics Service Provider involved in the supply chain management service solution, including but not limited to parcel pickup, delivery, returning to the place of sending, etc.;
2) 商家可通過菜鳥平臺查詢物流詳情、包裹狀態、根據本協議約定對物流服務投訴、舉證、獲得賠付；
Seller may inquire about the details of the logistics services and status of the Parcel through Cainiao Platform, raise complaints, provide evidence and obtain compensation in connection with the Logistics Services according to this Agreement;
3) 其他本協議項下約定的服務。
Other services specified hereunder.
2.3 菜鳥整合擁有的供應鏈服務資源，制定全套供應鏈管理服務解決方案，包括完整的供應鏈管理服務整體報價及服務質量標準，向菜鳥物流商下達具體服務訂單，並向商家承擔本協議約定的賠償責任。
Cainiao will integrate its supply chain service resources and formulate a whole-set supply chain management service solutions, including complete overall price quotation and service quality standards for supply chain management services; and place specific service orders to Cainiao Logistics Service Provider, and assume the compensation liability to Seller as provided under this Agreement.
2.4 收發貨服務：
Pickup and delivery service
1) 當菜鳥物流商上門攬收或商家將包裹交付至菜鳥指定的收發貨倉時，菜鳥將協同菜鳥物流商對包裹及菜鳥平臺中的訂單資訊進行匹配、檢查包裹外包裝是否完好。
When Cainiao Logistics Service Provider comes to pick up Parcel or Seller delivers the Parcel to the Shipping Warehouse designated by Cainiao, Cainiao will collaborate with Cainiao Logistics Service Provider to match the Parcel with the order information in the Cainiao Platform and check whether the package of the Parcel is in good condition.
2) 菜鳥有權在安全檢查過程中對商家托運的可能含有禁運／限運或者存在侵權的包裹或商品進行拆包檢查。若出現任何與訂單資訊不一致、無法提供服務或包裹外包裝破損或快遞貨到付款等情況（例如：外包裝有嚴重破損、嚴重變形的，超過派送體積、重量限制的，面單信息缺失的，非原面單/外包裝或明顯含有法律法規明確限制的商品，以下統稱“問題包裹”），菜鳥有權拒絕攬收及拒絕為商家提供本協議項下的服務且不承擔任何違約責任。相關問題包裹在菜鳥拒收後將由商家領回並自行處理。在此情況下，菜鳥不承擔商家的任何損失。
Cainiao may, during the course of security inspection, unpack and inspect the Parcel or Product dispatched by Seller that may contain prohibited/restricted shipping articles or constitute infringement. In case of any inconsistency with order information, inability to provide service, any damage in external package or cash on delivery (e.g., any severe damage or deformation of the outer packing, a failure to comply with the maximum volume or weight specifications, loss of information on a delivery order, non-original waybill/package or obvious containing any goods expressly prohibited or restricted by laws and regulations, hereinafter collectively referred to as “Problematic Parcel”), Cainiao has the right to refuse to pick up such Parcel and refuse to provide the services hereunder for Seller, without being held liable for breach of contract. The relevant Problem Parcel which Cainiao refuses to accept will be returned to Seller for disposal by itself. In this case, Cainiao will not bear any losses incurred by the Seller.
3) 若菜鳥在攬收完成之後發現問題包裹，則菜鳥有權將問題包裹退回商家，相關退回運費由商家承擔。如包裹內含有危害性大的物品，菜鳥及物流商有權依據相關法律法規銷毀或交相關專業部門處理，而無須事先獲得商家同意。
If Cainiao finds a problem with the Parcel after pickup, Cainiao has the right to return the Problematic Parcel to Seller, and the relevant freight charge resulting from the said return thereof shall be borne by Seller. If the Parcel contains hazardous articles, Cainiao and Cainiao Logistics Service Providers shall have the right to destroy them or hand them over to relevant professional departments for disposal in accordance with relevant laws and regulations, without obtaining Seller’s prior consent.
4) 商家托運含有附件四所述禁運品而被銷毀或被罰沒的包裹，商家無權要求獲得任何賠償，且有可能需要支付相應的處理費用。
If Seller dispatches a Parcel which contains any prohibited shipping articles as specified in Annex 4 and is therefore destroyed or confiscated by relevant authorities, Seller has no right to claim any compensation, and may need to pay the corresponding disposal costs.
5) 菜鳥收到商家包裹時，會對包裹進行體積及重量測量。包裹重量及體積限制範圍具體參考報價附件三。
When Cainiao receives a Parcel from Seller, it will measure the size and weight of the Parcel. Details with respect to weight and size limit of Parcels are specified hereinunder in Annex 3.
6) 其他關於商家寄件的操作說明及規則，詳見電商平臺公告。
Other instructions and guidelines with respect to parcel dispatching will be outlined on the latest public notice issued on the E-commerce Platform.
2.5 末端配送服務：
Delivery service:
1) 若買家在菜鳥平臺選擇的配送方式為派送上門，則菜鳥承諾菜鳥物流商將提供2次免費派送；若上述免費派送後包裹仍然無法被收件人簽收，則包裹將由菜鳥物流商退回倉庫後暫存3個工作日。
If the Buyer chooses “delivery” as the method of logistics delivery on the Cainiao platform, Cainiao undertakes that Cainiao Logistics Service Provider will provide free delivery twice; if the Parcel fails to be received by the recipient after the said free delivery, Cainiao Logistics Service Provider will return the Parcel to the warehouse for temporary storage for 3 business days.
2) 若買家在菜鳥平臺選擇的配送方式為自提服務，則相關包裹在自提網點享有24小時的免費存儲期。超過24小時仍未被取走的包裹，菜鳥物流商有權向收件人收取暫存服務費（收費標準以電商平臺公佈為准），或將由菜鳥物流商退回倉庫後暫存3個工作日。
If the Buyer chooses “self-pickup” as the method of logistics delivery on the Cainiao Platform, the relevant Parcel may be kept for free for 24 hours at the self-pickup point. If the Parcel fails to be picked up within 24 hours, Cainiao Logistics Service Provider is entitled to charge for temporary storage service (subject to the charging standard published on the E-commerce Platform) from the recipient, or return the Parcel to the warehouse for temporary storage for 3 business days.
3) 在此上述暫存期間內，商家應催促收件人及時聯繫菜鳥物流商提取包裹。若超出3個工作日仍沒被收件人簽收，則菜鳥物流商可將包裹退回原寄地。商家應到原寄地簽收退回的包裹。
During the above temporary storage period, Seller shall urge the recipient to timely contact Cainiao Logistics Service Provider to pick up the Parcel. If the Parcel is not received by the recipient within 3 business days, Cainiao Logistics Service Provider may return the Parcel to the place of sending. The seller should receive the returned Parcel at the place of sending.
4) 當菜鳥啟動包裹退回流程後，將不再接受任何一方提出的繼續派送、改派、自取等服務。商家須在原寄地簽收退回的包裹，拒簽包裹或從退回倉庫時起1個月內沒人領取包裹即表示放棄包裹所有權，菜鳥有權銷毀該包裹且無需向商家出示任何銷毀證明。商家無權要求獲得任何賠償，且有可能需要支付相應的處理費用。
After Cainiao start the process to return a parcel, it will no longer accept the request of re-delivery, re-direction and self-pickup raised by any party. Seller shall receive the returned Parcel at the place of sending. If Seller refuses to acknowledge receipt of the Parcel or the Parcel is not picked up within one month after it is returned to the warehouse, Seller shall be deemed to have given up the ownership of the Parcel. Cainiao has the right to destroy the Parcel without presenting any proof of disposal to Seller. The seller has no right to claim any compensation and may be required to pay the corresponding costs of disposal.
2.6 若商家未按照電商平臺公佈的重量、尺寸、禁運等限制發貨，菜鳥可變更派送方式後繼續送貨或退回原寄地。商家同意菜鳥按照新渠道的服務價格計費而無須逐票事前獲得商家同意。
If Seller fails to deliver the Parcel according to the weight, size, embargo and other restrictions published on the E-commerce Platform, Cainiao may continue to deliver the Parcel after changing the method of delivery or return the Parcel to the place of sending. Seller agrees that Cainiao may charge fees according to the service price of the practical method without the prior consent from seller.
3. 服務費用及結算
Service Fee and Settlement
3.1 服務費
Service Fee
3.1.1 本協議的服務費收費標準以本協議附件《服務費收費標準》為准。商家應認真閱讀該附件，商家勾選確認本協議並使用本服務，則視為已經充分瞭解並接受菜鳥公佈的相應服務收費標準。
The service fee charging standard hereunder shall be subject to the Annex 3: Service Fee Charging Standard. Seller shall read the Annex carefully. After Seller has checked and confirmed this Agreement and used this service, it shall be deemed that seller has fully understood and accepted the corresponding service fee charging standard published by Cainiao.
3.1.2 如菜鳥變更服務收費標準，將通過菜鳥平臺/電商平臺提前至少7個工作日公佈收費標準及生效日期。商家在服務收費標準變更生效後所下訂單，均適用于更新後的服務收費標準。如商家不同意變更，應停止下發新的物流服務訂單。如商家繼續下發新的物流服務訂單，則視為商家接受該服務收費標準的變更。
If Cainiao changes the service fee charging standard, it will publish the charging standard and effective date at least 7 business days in advance on the Cainiao Platform/E-commerce Platform. The updated service fee charging standard shall apply to orders placed by Seller upon taking effects. If Seller disagrees with the change, it shall cease to place any new Logistics Service Order. If Seller places a new Logistics Service Order, it shall be deemed that Seller has accepted the change of the service fee charge standard.
3.2 費用結算
Fee settlement
3.2.1 費用結算：菜鳥將根據本協議附件《服務費收費標準》約定計費方式、節點進行計費，並根據商家對支付寶公司的授權，通知支付寶公司按照計費結果向商家的支付寶帳戶即時劃扣物流服務費。
Fee settlement: Cainiao will calculate fees according to the calculation method and calculation point specified in the Annex Service Fee Charging Standard, and will inform Alipay to deduct the logistics service fee in real time according to the calculation result according to the authorization granted by Seller to Alipay.
3.2.2 費用確認方式
Confirmation on Fee
1) 菜鳥在次月生成帳單。商家在帳單生成60天內對於帳單存在異議的，可啟動帳單爭議流程。
Cainiao will draft a bill in the next month. Seller is allowed to start the dispute process within 60 days if there is any questions on the bill.
2) 若商家啟動帳單爭議流程，菜鳥應在10個工作日完成爭議處理，並將應調整金額支付至商家支付寶帳戶。帳單生成2個月後，菜鳥原則上將不再受理商家的對賬要求，特殊情況雙方另行協商。
If Seller starts a bill dispute process, Cainiao should handle the dispute within 10 business days, and transfer the amount payable to Seller’s Alipay account if necessary. After two months after the bill is sent, Cainiao will in principle no longer accept Seller’s request on reconciliation, the parties may negotiate separately in case of any special circumstances.
3) 商家需保證支付寶帳戶有充足資金予以菜鳥線上扣除物流相關費用，若帳戶資金不足，商家應及時補足餘額，否則菜鳥有權暫停商家的線上發貨服務。
Seller should ensure that its Alipay account has sufficient funds for Cainiao to deduct logistics fees online. If the funds are insufficient, Seller should make up the deficit in time, and Cainiao is entitled to the right to suspend the online delivery service for Seller.
3.2.3 服務發票
Service invoice
商家可以按照自然月為週期在完成月度對賬後，通過線上系統向菜鳥申請開票。菜鳥應在收到商家開票申請後的10個工作日內，向商家開具發票。
Seller may apply to Cainiao for an invoice through the online system after monthly reconciliation per calendar month, for which Cainiao shall issue an invoice to Seller within 10 business days.
3.2.4 除物流服務費用外，若因本合同履行產生其他額外費用（包括但不限於禁運/限運物品退回運費、相關稅費等），菜鳥有權向商家要求支付該筆費用，支付方式按照第3.2.1條約定執行。
In addition to the logistics service fee, if there is any other additional expenses (including but not limited to the returning fees for prohibited/restricted shipping articles, relevant taxes, etc.) incurred for the performance of this Agreement, Cainiao is entitled to request Seller to pay such costs, which shall be made in accordance with Article 3.2.1.
4. 雙方權利義務
Rights and Obligations of Parties
4.1 商家的權利義務
Seller’s rights and obligations
4.1.1 商家負責提供符合適用法律法規規定的全部信息和文件，並對運單或其他運輸文件內容的合法性、真實性、完整性負責。
Seller shall be responsible for providing all information and documents in compliance with applicable laws and regulations and ensure the legality, authenticity and completeness of the content of the waybill or other shipping documents.
4.1.2 商家應確保其提供的商品描述真實、完整（包括但不限於商品是否帶電、商品品名、類別等），若因商家填寫商品描述錯誤導致菜鳥未能根據菜鳥物流商運輸線路限制進行合理區分的，商家應承擔因此造成的損失，且無權在此情況下提起任何投訴或要求菜鳥承擔任何違約責任。
Seller shall ensure that the product description provided is true and complete (including but not limited to whether product is electric charged, product name, category, etc.). If Cainiao fails to make a reasonable distinction on the transportation routes according to restrictions from Cainiao Logistics Service Provider due to wrong product description filled by Seller, Seller shall bear the losses caused thereby, and in this case shall have no right to raise any complaint or request Cainiao to bear any liability for breach.
4.1.3 商家應根據商品特性等提供合適的包裝，並確保標籤的內容、列印、貼附方式均符合所有適用法律、法規、規章、本協議及其附件以及產品本身的要求。
Seller shall provide appropriate packaging according to the characteristics of the product, and ensure that the content, printing and pasting method of the labels comply with all applicable laws, regulations, rules, this Agreement and its annexes as well as the requirements determined by the product.
4.1.4 商家同意並保證其在菜鳥平臺向菜鳥提供真實有效的聯繫方式，以便在包裹出現異常時及時溝通；同時商家應確保其提供的收貨人及收貨地址等收貨信息準確且完整，如因商家提供的信息填寫錯誤、模糊等造成的無法配送、錯誤配送等，菜鳥不承擔任何責任。
Seller agrees and grantees that seller will provide true and valid contact information to Cainiao on the Cainiao Platform so that communication is in time when the parcel is for exception handling; meanwhile, Seller shall ensure that the receiving information provided is accurate and complete, such as the recipient and receiving address, Cainiao shall not be liable for the failure of delivery or wrong delivery due to the incorrect or illegible information provided by Seller.
4.1.5 商家瞭解並同意，本協議的簽署並不意味著菜鳥成為商家與第三方所進行交易的參與者，對前述交易菜鳥僅提供本協議約定之服務，不對商家行為的合法性、有效性及商品的真實性、合法性和有效性作任何明示或暗示的擔保，商家應對其所有商品獨自承擔全部責任。
Seller understands and agrees that the execution of this Agreement does not mean that Cainiao becomes a participant in the transaction between seller and the third party. Cainiao only provides the services agreed in this Agreement for the transaction, but does not make any express or implied warranties for the legality and validity of the seller's behavior as well as the authenticity, legality and validity of the goods. The seller shall bear all the responsibilities for all goods.
4.1.6 商家向菜鳥承諾其採購菜鳥服務所涉的包裹及商品：
Seller grantees to Cainiao that in respect of the Parcels and Products for which it purchases Cainiao’s service:
1) 不存在任何中華人民共和國香港特別行政區法律規定的禁止、限制寄遞的物品。
there are no articles prohibited or restricted to be shipped by the laws of the Hong Kong Special Administrative Region of the People’s Republic of China.
2) 不存在任何侵犯第三方合法權益（例如：假冒商品等）的商品。
there are no Products that infringe the legitimate rights and interests of any third party (such as counterfeit goods, etc.).
4.2 菜鳥的權利義務
Cainiao’s rights and obligations
4.2.1 菜鳥將不對禁運/限運物品提供本協議中約定的服務。物品應符合相應物流服務涉及國家/地區的法律法規；如雙方就某一物品是否屬於上述禁運/限運物品存在分歧，以菜鳥認定為准。若發現任何禁限運商品，菜鳥有權按照2.4條對該商品及包裹進行處理並不承擔任何違約責任。
Cainiao will not provide the services hereunder to any restricted or prohibited commodities. The Products shall meet the requirements of the laws and regulations of the countries/regions involved in the corresponding Logistics Services; if there is disagreement between the Parties as to whether any Product falls into the above prohibited/restricted shipping articles, it shall be subject to Cainiao's determination. If any Product prohibited/restricted to be shipped is found, Cainiao shall dispose the Product and Parcel in accordance with Article 2.4 without bearing any liability for breach.
4.2.2 菜鳥承諾的具體配送範圍為菜鳥平臺展示的配送範圍。菜鳥可根據情況不斷調整配送範圍，商家繼續使用菜鳥的服務視為商家接受菜鳥調整後的配送範圍。
The specific delivery range promised by Cainiao is the delivery range displayed on the Cainiao Platform. Cainiao may adjust the delivery scope from time to time where appropriate. Seller's continuing using Cainiao’s service is deemed as Seller’s acceptance of Cainiao’s adjusted delivery range.
4.2.3 菜鳥必須維護菜鳥平臺與本協議履行相關功能的穩定運行，並有權根據自己獨立的判斷對就該等功能進行改進或停機維護。菜鳥應在改進或停機維護前通過菜鳥平臺向商家進行公告。
Cainiao shall maintain the stable operation of the functions of the Cainiao Platform related to the performance of this Agreement. Cainiao is entitled to make improvement or downtime maintenance on such functions based on its independent judgment. Cainiao shall issue an announcement to Seller through the Cainiao Platform before making such improvement or downtime maintenance.
4.2.4 對於商家違反本協議條款等自身的過錯（包括但不限於購買涉嫌侵犯智慧財產權的商品造成海關罰沒、銷毀、扣留等）造成的損失，菜鳥不承擔任何責任；同時，若菜鳥因此遭受損失，菜鳥有權向商家要求相應賠償。
Cainiao will not be liable for the losses caused due to Seller’s violation of this Agreement and other faults of Seller (including but not limited to customs confiscation, destruction, detention, etc. due to purchase of goods suspected of infringing intellectual property rights); meanwhile, Cainiao is entitled to claim corresponding compensation from Seller if any loss incurred by seller.
5. 投訴賠付及原則
Complaint Compensation and Principles
5.1 若包裹在配送期間發生毀損或丟失（包括部分丟失）, 商家應於訂單生成起30個自然日內向菜鳥提出投訴並進行舉證；若收件人簽收包裹後發現包裹有毀損或丟失（包括部分丟失），應於簽收後7個自然日內向菜鳥提出投訴並進行舉證。商家應承擔超過投訴發起時效造成投訴失敗或被拒的損失。投訴發起的同時，商家應在菜鳥平臺提供相應的有效舉證，並應承擔未能提供有效舉證的後果及損失。If the Parcel is damaged or lost (including partial loss) during the delivery period, Seller shall raise a complaint with Cainiao and provide proof within 30 calendar days from the generation of the order; if the recipient finds that the Parcel is damaged or lost (including partial loss) after receipt of the Parcel, it shall raise a complaint with Cainiao and provide proof within 7 calendar days after receipt. Seller shall bear the loss of failure or rejection of the complaint beyond the time limit for initiating the complaint. When initiating a complaint, Seller should provide effective proof on the Cainiao Platform and bear the consequences and losses due to failure to provide effective evidence.
5.2 商家如出現虛假舉證（包括但不限於引導消費者惡意虛假舉證、非依據事實惡意舉證）等不誠信行為，則自菜鳥確認商家虛假舉證之日起15個自然日內就商家在該期間創建的物流訂單中，與商家虛假舉證同類的投訴，菜鳥將不予賠付。
If Seller commits dishonest behaviors such as providing false proof (including but not limited to guiding consumers to maliciously provide false proof or maliciously provide proof not based on facts), Cainiao will not compensate for complaints similar to the Seller’s false proof in respect of the logistics orders created by Seller during the period of 15 calendar days from the date Cainiao confirms the false proof.
5.3 雙方同意，本協議項下的舉證和賠付標準按照本協議的附件執行。
The Parties agree that the standard of evidence proof and compensation under this Agreement shall be implemented in accordance with the Annex of this Agreement.
6. 商家信息使用
Use of Seller Information
商家同意菜鳥為履行本協議下的服務事項，向電商平臺調取電商平臺可向菜鳥披露商家及交易的相關信息，包括但不限於商家聯繫方式、買家昵稱、姓名、電話號碼、郵箱等。
Seller agrees that Cainiao may, for the purpose of performing the services hereunder, obtain from the E-commerce Platform the relevant information of Seller and transactions, which the E-commerce Platform is allowed to disclose, including but not limited to Seller's contact information, Buyer's nickname, full name, telephone number, e-mail, etc.
7. 違約責任及協議終止
Liability for Breach and Termination of Agreement
7.1 任何一方嚴重違反本協議，造成本協議約定之合作業務無法進行或由於一方不履行本協議規定的義務、經通知糾正後15個自然日內仍未糾正的，視作根本違約，守約方有權終止本協議，違約方應承擔違約責任並賠償守約方的經濟損失。
If either Party seriously breaches this Agreement, resulting in the failure to carry out the cooperation business provided in this Agreement, or if either Party fails to perform its obligations stipulated in this Agreement, and fails to correct such failure within 15 calendar days after notice of correction, it shall be deemed as a fundamental breach. The observant Party has the right to terminate this Agreement, and the breaching Party shall bear the liability for breach and compensate the observant Party for its economic losses.
7.2 菜鳥承擔因其在本協議下向商家所提供物流服務中服務瑕疵給商家造成的直接損失，對任何間接的、附帶的、衍生的損失（包括但不限於收入或利潤損失）不承擔任何形式的賠償責任。菜鳥承擔的上述直接損失賠償責任以本協議附件《商家客服服務流程及投訴賠付標準》所約定種類、範圍和限額為限。
Cainiao shall bear the direct losses incurred to Seller due to the defects in the Logistics Services provided to Seller hereunder, and shall not be liable in any way for any indirect, incidental or consequential losses (including but not limited to the loss of income or profit). Cainiao's liability for the above direct losses shall be limited to the type, range and amount specified in the Annex Seller Customer Service Process and Complaint Compensation Standard.
7.3 若商家違反本協議項下的承諾與保證，菜鳥有權單方解除本協議，並根據本協議約定和菜鳥平臺及電商平臺的相關規則對商家的包裹採取相應的措施且不承擔因此造成的商家損失；同時，菜鳥有權要求商家賠償菜鳥因商家的違約行為遭受的全部損失且菜鳥有權決定不再為商家提供任何物流服務。
If Seller breaches its undertaking or warranty under this Agreement, Cainiao shall have the right to unilaterally terminate this Agreement, and take corresponding measures against Seller's Parcels according to this Agreement and the relevant rules on the Cainiao Platform and E-commerce Platform, without bearing the losses thus incurred to Seller; meanwhile, Cainiao shall have the right to request Seller to compensate Cainiao for all losses incurred as a result of Seller's breach, and Cainiao shall have the right to decide not to provide any Logistics Services for Seller.
8. 保密條款
Confidentiality
8.1 除本協議另有約定外，本協議、任何補充協議及在合作過程中涉及的菜鳥的技術、技術成果、價格及經營信息、技術信息均為菜鳥的商業秘密，商家對菜鳥的商業秘密應承擔保密的義務。但為妥善實施本協議規定的事項在必要的範圍內向律師、會計師及政府機關披露的以及被政府機關要求披露的除外。因商家或其代理、雇員的責任造成商業秘密洩密，商家應承擔違約責任並賠償因此給菜鳥造成的損失。本協議解除或中止後，本保密條款繼續有效。
Unless otherwise provided in this Agreement, this Agreement, any technologies, technological achievements, pricing and marketing information, and technical information of Cainiao involved in this Agreement, any supplementary agreement, and during the cooperation are Cainiao’s trade secrets. Seller shall bear the obligation of maintaining confidentiality in respect of such trade secrets, except for disclosure to lawyers, accountants and government authorities to the extent necessary for appropriate implementation of this Agreement and disclosure as required by government authorities. Disclosure of trade secrets due to the reason of Merchant, its agent or its employee will result in Merchant’s bearing liability for breach of contract and compensating for corresponding losses incurred to Cainiao. This confidentiality clause shall survive the termination or suspension of this Agreement.
8.2 對於一方在本協議存續期間向另一方披露的全部信息和資料(“信息”)，披露方授予接收方基於全球範圍內永久性且不可撤銷的如下權利：（1）基於本協議之服務目的複製、使用、披露上述信息；（2）為實現服務升級之目的，接收方可以對信息進行商家化分析和評估。
With respect to all of the information and data (the "information") disclosed by one Party to the other Party during the term of this Agreement, the disclosing party grants the receiving party the perpetual and irrevocable rights worldwide as follows: (1) to duplicate, use and disclose the aforesaid information for the purpose of services hereunder; (2) to conduct customized analysis and evaluation with respect to the Information in order to achieve service upgrade..
9. 不可抗力
Force Majeure
菜鳥不對下列原因造成的包裹滅失、損毀、延誤等承擔任何賠償責任：
Cainiao shall not be liable for the loss, damage or delay of Parcels or other adverse consequences caused by the following reasons:
1) 由於暴亂、起義、騷亂、火災、洪水、罷工、風暴、爆炸、戰爭、政府行為、海關扣關查驗、國際/國內法院命令等不可抗力而造成的不能服務、延遲服務；
Inability or delay of service due to force majeure such as riot, uprising, unrest, fire, flood, strike, storm, explosion, war, government action, customs inspection, international/domestic court order, etc.;
2) 電商平臺及菜鳥平臺必要的系統升級、維護、施工；突發性通信設備故障等； Necessary system upgrade, maintenance and construction of the E-commerce Platform and Cainiao Platform; sudden communication equipment failure, etc.;
3) 商品自身的瑕疵及內在缺陷所引起的變質、變數、破損或滅失；
Deterioration, variation, damage or loss caused by the flaws or inherent defects of the Products;
4) 其它雙方約定或法律規定的原因。
Other reasons agreed by the Parties or stipulated by law.
10. 爭議處理及其他
Dispute Resolution and Miscellaneous
10.1 本協議條款之解釋與適用，以及與本協議條款有關的爭議，均應依照中華人民共和國香港特別行政區法律予以處理。如有爭議，任何一方應提交香港法院訴訟解決。
The interpretation and application of the terms of this Agreement, as well as disputes related to the terms of this Agreement, shall be settled in accordance with the laws of the Hong Kong Special Administrative Region of the People’s Republic of China. In case of any dispute, either Party may bring a lawsuit to the court in Hong Kong.
10.2 菜鳥有權根據業務調整情況將本協議項下的全部權利義務一併轉移給其關聯公司或有關係的第三方公司，商家承諾對此不持有異議。
Cainiao shall have the right to assign all of its rights and obligations hereunder to an affiliate or a related third party based on its business adjustment, and Seller hereby covenants that it shall have no objection to such assignment..
10.3 本協議中如有任意一款無效或者無法實施，不影響其他條款的效力。
If any provision of this Agreement is invalid or unenforceable, the validity of other provisions shall not be affected.
10.4 商家同意於使用菜鳥服務時的全部之意思表示均以電子文件作為表示方法，商家於各項服務與功能等頁面點選同意或確認等功能鍵時，即視為商家正式之意思表示。
Seller agrees that all expressions of intention when using Cainiao’s services will be made in electronic documents. When Seller clicks the "agree" or "confirm" or other function keys on the pages of various services and functions, it shall be deemed as Seller’s true expression of intention.
10.5 本服務協議內容包括協議正文、附件及菜鳥已經發佈或將來可能在菜鳥平臺、電商平臺發佈的各類規則。所有規則為本協議不可分割的一部分，與協議正文具有同等法律效力。
This Agreement includes the main body, annexes and various rules published or to be published by Cainiao in the future on the Cainiao Platform and E-commerce Platform. All rules shall constitute indivisible parts of this Agreement, with equal legal effect as this Agreement.
10.6 本條款及附件的中英文版本如有歧義，一概以中文版本為准。
In case of any discrepancy between the Chinese and English versions of these terms and Annexes, the Chinese version shall prevail.
附件：Annexes
附件一：《授權書》
Annex 1: Power of Attorney
附件二:《商家客服服務流程及投訴賠付標準》
Annex 2: Seller Customer Service Process and Complaint Compensation Standard
附件三：《服務費收費標準》
Annex 3: Service Fee Charging Standard
附件四：《禁／限運品參考清單》
Annex 4: Reference List of Prohibited/Restricted Shipping Articles
附件一：《授權書》
Annex 1: Power of Attorney
授權書
Power of Attorney
（港幣帳戶）
(HKD Account)
本商家在Alibaba.com Singapore E-Commerce Private Limited（以下簡稱“阿里巴巴公司”）運營或提供技術支援的淘寶全球平臺（taobao.global）（“電商平臺”）開設店鋪從事電子商務交易，該交易所涉支付服務由Alipay Merchant Services Pte. Ltd.和其關聯公司（“支付寶公司”）提供。
We have set up a store to engage in e-commerce business on the taobao.global platform (the “E-commerce Platform”), which is operated or technically supported by Alibaba.com Singapore E-Commerce Private Limited (“Alibaba”). The payment service involved will be provided by Alipay Merchant Services Pte. Ltd. or its affiliates (“Alipay”).
本商家另與Cainiao Smart Logistics Network (Hong Kong) Limited（“香港菜鳥”）締結《菜鳥服務標準協議》，由香港菜鳥為本商家在電商平臺完成的交易提供物流服務。
We have also entered into the Cainiao Standard Service Agreement - Integrated Local Delivery Service in Hong Kong with Cainiao Smart Logistics Network (Hong Kong) Limited (“HK Cainiao”), pursuant to which HK Cainiao will provide logistics service for transactions completed by us on the E-commerce Platform.
本商家現不可撤銷地授權支付寶公司按本商家與香港菜鳥締結的《菜鳥服務標準協議》規定，在協議有效期內依香港菜鳥或阿里巴巴公司的指示直接對本商家在支付寶公司的支付寶港幣帳戶內的港幣款項進行凍結和支付。
We have hereby granted you the irrevocable right to directly frozen and deduct the funds from our HKD account in Alipay pursuant to the instructions of HK Cainiao or Alibaba, in accordance with the Cainiao Standard Service Agreement.
附件二：《商家客服服務流程及投訴賠付標準》
Annex 2: Seller Customer Service Process and Complaint Compensation Standard
1. 投訴判定及賠付標準
Complaint Determination and Compensation Standard
1.1 菜鳥客服就商家提出的投訴先行與商家溝通，就投訴部分進行事實認定。
Cainiao Customer Service will first communicate with Seller regarding the complaint raised by Seller and ascertain the facts of the complaint.
1.2 商家應根據不同投訴類型，在訂單（即商家向菜鳥下達的物流服務訂單， 下同）下達至菜鳥之日起30個日然日內通過菜鳥系統發起投訴，由菜鳥客服進行處理。由菜鳥根據本協議中投訴賠付標準規定執行賠付。
Seller shall lodge a complaint through the Cainiao system within 30 calendar days after the order (i.e. the Logistics Service Order placed by Seller to Cainiao, the same below) is placed to Cainiao according to different types of complaints, and the complaint shall be handled by Cainiao Customer Service. Cainiao shall make compensation in accordance with the complaint compensation standard stipulated herein.
1.3 若商家對具體判責處理結果有異議，可在判責後15個自然日內向菜鳥客服發起申訴，菜鳥客服對處理結果進行覆核。如在判責後15個自然日內未發起申訴，則視為商家對判責處理無異議，此後菜鳥將不再受理商家基於該訂單的投訴及索賠訴求。菜鳥客服對判責處理結果進行覆核後，如判定商家申訴成立，則菜鳥將根據投訴賠付標準執行賠付。
If Seller has any objection to the result of specific determination, it may file an appeal with Cainiao Customer Service within 15 calendar days after the determination, and Cainiao Customer Service will review the determination. If Seller does not lodge a complaint within 15 calendar days after the determination, Seller will be deemed to have no objection to the determination, and Cainiao will not accept any complaint or claims from Seller based on such order thereafter. After Cainiao Customer Service reviews the determination, if Seller’s complaint is found to be valid, Cainiao will make compensation according to the complaint compensation standard.
1.4 菜鳥擁有投訴處理最終判斷權，商家對此不持有異議。
Cainiao has the right of final determination in the handling of complaints, to which Seller shall have no objection.
1.5 當商家向菜鳥投訴時，在收件人收到的包裹物流包裝完整且無明顯證據顯示為菜鳥的責任的前提下，菜鳥將不予賠付。如果商家自其向菜鳥投訴的同時提供有效舉證（主要是缺件、少件、錯件、商品包裝破損等，依據下述規則提供）且經判斷為菜鳥或其服務商應承擔相應的責任，菜鳥將給予賠付。Cainiao will not make compensation if the logistics package of the Parcel received by the recipient is in good conditions and there is no clear proof that it is Cainiao’s responsibility when Seller lodges a complaint to Cainiao. Cainiao shall make compensation if Seller provides valid proof (mainly missing goods, loss of goods, wrong goods, damage of package, etc., provided according to the rules hereunder) while lodging a complaint to Cainiao and it is determined that Cainiao or its service provider should assume the corresponding responsibility,.
1.6 其他菜鳥免責情況：
Other circumstances under which Cainiao shall be exempted from liability:
1）商家未在訂單下達起30個自然日內發起投訴，造成異常情況無法核實，菜鳥不承擔任何賠償責任。
Cainiao will not be liable for any compensation if Seller fails to lodge a complaint within 30 calendar days after the order is placed so that the abnormality cannot be verified.
2）商家未提供判定所需的足夠憑證，造成責任無法判定，菜鳥不承擔任何賠償責任。
Cainiao will not be liable for compensation if Seller fails to provide sufficient proof required for the determination of responsibility so that the responsibility cannot be determined.
2. 賠付&舉證標準
Compensation & Proof Standard
2.1 除下述賠償外，如菜鳥提供的服務未達到本協議約定的要求導致商家損失的，菜鳥將賠償商家因此遭受的直接損失。
In addition to the compensation listed below, if the services provided by Cainiao fail to meet the requirements set forth herein and cause losses to Seller, Cainiao shall compensate Seller for the direct losses incurred thereby.
投訴類型 Type of Complaint | 投訴有效期 Time Limit of Complaint | 類型描述 Description | 舉證憑證 Proof | 賠償規則 Compensation Rules | 免責場景 Exemption Scenarios |
Abnormal acknowledgment of receipt | 一般情形：自物流服務訂單創建起30個自然日 General case: 30 calendar days from the creation of the Logistics Service Order | 有配送事實但未經收件人允許私自存放其他非約定的地點或者自提櫃，且在完成操作後仍舊沒有聯繫收件人。 There is fact of delivery, but the goods are stored at a non-agreed place or self-pickup cabinet without the permission of the recipient, and fails to contact the recipient after completion of such operation. | 1. 消費者回饋的截圖 Screenshot of consumer feedback | 菜鳥需賠付商家 10港幣/物流訂單。
| 特殊區域菜鳥免責。特殊區域，包括部分學校、醫院、軍隊、景區、政府機關、外交領事館以及所有需要申請進入許可的位址，一律無法派送。 In case of certain special areas, Cainiao is exempt from liability. No delivery may be made to certain special areas, including some schools, hospitals, military troops, scenic spots, government offices, consulates, and all addresses that require an entry permit. |
貨物丟失 Loss of goods | 一般情形：自物流服務訂單創建起30個自然日； General case: 30 calendar days from the creation of the Logistics Service Order; Special case: 7 calendar days after the logistics details are returned and signed if the goods are lost due to damage of package | 類型包括但不限於以下場景: Types include but are not limited to the following scenarios: 2.因包裹外包裝破損貨物漏出或物流違規拆箱導致的內物丟失。 The goods are lost due to the damage of the package of the Parcel and the leakage of goods or due to Cainiao Logistics Service Provider’s illegal unpacking. If the goods are not delivered to the designated place as required or the goods are deemed lost as agreed herein, including but not limited to partial loss of goods, full loss of goods, or Buyer claims that it has not received the goods. | 以下舉證對應類型描述中的場景，需根據對應場景提供舉證： The following proofs correspond to the scenarios in the description, and the proofs need to be provided according to the corresponding scenarios: If Seller believes that the physical goods have been handed over to Cainiao Logistics Service Provider, it shall provide the handover sheet signed by both parties, which shall specifying the tracking number of the lost Parcel; Screenshot of the logistics track; Photos of the damage of package(including but not limited to clear photos of the package, photos of the logistics documents and photos of the contents of the Parcel), or proof of inconsistency between the package at the time of receipt and the package at the time of delivery by Seller; or screenshot of the work order records of Cainiao Logistics Service Provider’s response confirming that abnormality handling can be done or other valid proof; | 1. 賠付貨值（以該訂單在電商平臺的實際成交價為標準），但最高不超過2000港幣/物流訂單。 2. 訂購保價服務的包裹，按照實際貨價（以該訂單在電商平臺的實際成交價為標準）賠付，但最高賠付港幣1萬元/物流訂單。。 If the parcel is value-insured, the compensation will be based on the actual price (based on the actual transaction price of the order on the E-commerce Platform), but the maximum compensation amount is HK$10,000/logistics order. | 1. 因不可抗力、重大政府事件、收貨人不在、惡劣天氣、自然災害、寄送違禁貨物、消費者原因等特殊情況造成超過配送兜底時效的，菜鳥免責。 Cainiao is exempted from liability if the time limit of delivery is exceeded due to force majeure, major government events, absence of the recipient, bad weather, natural disasters, delivery of prohibited goods, consumer reasons and other special circumstances; Where the package is not damaged to the point of leakage of goods at the time of receipt or where the package is consistent with that at the time of delivery by Seller at the time of receipt, no compensation shall be made for loss of contents. |
貨物破損 Damage of goods | 一般情形：自物流服務訂單創建起30個自然日 General case: 30 calendar days from the creation of the logistics service order; Special Case: 7 calendar days after the logistics details are returned and signed if the goods are lost or damaged due to damage of package | 實物完好交接至物流商，但未按照快遞面單信息將包裹完整遞送給消費者或退回，包括但不限於包裹破損、物流包裝破損、包裹變質的情形。 The physical goods are handed over to Cainiao Logistics Service Provider in good conditions, but the Parcel is not delivered to the consumer in full or returned as per the waybill information, including but not limited to damage of Parcel, damage of logistics package, and deterioration of Parcel. | 1. 如因破損導致無法完成配送，需回饋貨物破損的證明，包括但不限於物流詳情、物流商發起與答覆的工單或其他形式的物流商確認； 2. 如簽收後消費者回饋收到貨品破損，需提供清晰可辨識貨物毀損情形的照片(包括但不限於包裹包裝破損照片、緩衝包材照片、包裹內容物破損照片、面單照片及破損商品取件地址)； 3. 其他有效破損憑證； 4. 若貨物僅部分毀損，而買家願意接受，商家與買家協定賠償金額的聊天記錄或已賠付消費者的賠付記錄； If the goods are partially damaged and Buyer is willing to accept them, the chat record of the compensation amount agreed between Seller and Buyer or the record of compensation made to the consumer should be provided; | 1. 商品破損：按照商家實際損失賠付，且不超過貨值（以該訂單在電商平臺的實際成交價為標準），但最高不超過2000港幣/物流訂單。。 注：銷售包裝破損影響二次銷售的計為商品破損，是否影響二次銷售以菜鳥認定為准 2. 若為貨物部分破損仍可使用之情形，按照實際損失價值賠償，最高不超過1000港幣/物流訂單。，且不超過訂單在電商平臺的實際成交價的50%。 於此情形，貨物所有權將不會移轉給菜鳥，賣家仍須支付物流服務費。 3. 訂購保價服務的包裹，按照實際貨價（以該訂單在電商平臺的實際成交價為標準）賠付，但最高賠付港幣1萬元/物流訂單。 If the Parcel is value-insured, the compensation will be based on the actual price of the goods (based on the actual transaction price of the order on the E-commerce Platform), subject to a maximum compensation amount of HK$10,000/logistics order. | 1. 若交接至物流商時，物流商已回饋包裹破損，則不承擔責任； 2. 因商家包裝不符合要求導致的外包裝破損，不予承擔責任； 3. 若外包裝完好的情況下，內物破損，則不承擔責任； 4. 僅外包裝破損，內物完好，不賠付； Not liable if only the package is damaged but the contents are intact; |
稱重量材錯誤 Weighing and measurement error | 自訂單創建起30個自然日 30 calendar days from the creation of the Logistics Service Order | 因物流商稱重量材錯誤導致賣家多付物流費用：計費重量與貨物應計費重量差異≥0.5kg Overpayment of logistics costs by Seller due to Cainiao Logistics Service Provider’s weighing and measurement errors: Difference between the actual charged weight and the true charged weight of goods ≥ 0.5kg | 賣家舉證清晰的包裹還原稱重圖片： Photos of clear restored weighing of the Parcel proved by Seller Requirement of photos: 2. 測體積：把包裹的外包裝復原至原正常的形狀，用標有刻度的尺子分別測量長寬高3邊，並分別拍下能夠清晰顯示刻度的照片。 Volume measurement: Restore the package of the Parcel to its original normal shape, measure the length, width and height with a ruler respectively, and take photos that can clearly show the scales respectively. | 因物流商重量或體積測量錯誤導致賣家多付物流費用，退還多收費用； Refund of Seller’s overpaid logistics cost due to Cainiao Logistics Service Provider’s incorrect weight or volume measurement; | |
服務規範 Service standard | 自訂單創建起30個自然日 30 calendar days from the creation of the logistics service order | 物流商在服務(含客服服務)過程中出現的未按標準服務、服務態度差或額外收費等情形，包括但不限於： Cainiao Logistics Service Provider fails to provide standard services, holds a poor service attitude or overcharges fees in the course of services (including the customer service), including but not limited to: 2. 服務態度惡劣，出言不遜； 3. 辱駡毆打用戶； Verbal abuse or assault of the user; 5. 核實為未經收件人本人允許給他人簽收； Receipt by another person without the permission of the recipient | 消費者回饋服務態度差的證明 Proof of poor service attitude from the consumer feedback | 10元港幣/物流訂單違約金 A penalty of HK$10/logistics order | |
備註： Remark: Compensation will be denominated and paid in Hong Kong Dollars (HK$). The aggregate indemnity for each single order shall not exceed the value of the goods and the total freight charge. 3、同時，如菜鳥按照貨值賠付給賣家後，菜鳥有權擁有相應貨品的所有權。 Meanwhile, if Cainiao compensates Seller based on the value of goods, Cainiao has the right to acquire ownership of the corresponding goods. | |||||
附件三：《服務費收費標準》
Annex 3: Service Fee Charging Standard
以菜鸟平台/电商平台公布的收费标准及生效日期为准。
The service fee charging standard and effective date announced by Cainiao or Taobao Global platforms shall prevail.
注：如菜鸟变更服务收费标准，将通过菜鸟平台/电商平台提前至少7个工作日公布收费标准及生效日期
Note: If Cainiao changes its service fee charging standard, it will publish the charging standard and effective date at least 7 business days in advance on the Cainiao Platform/E-commerce Platform.
附件四：《禁／限運品參考清單》
Annex 4: Reference List of Prohibited/Restricted Shipping Articles
托寄物 Shipping Goods | 描述/注意事項 Description/Notes | 收寄類型 Type |
各類易燃燒性物品，包括：液體、氣體和固體 All kinds of flammable articles, including liquids, gases and solids | 如導火索、打火機、油漆、液化石油氣、汽油、柴油、煤油、工業酒精、桐油、天拿水、火柴、火石、磷、硫磺、白磷。 Such as safety fuse, lighter, paint, liquefied petroleum gas, gasoline, diesel, kerosene, industrial alcohol, tung oil, thinner, matches, flint, phosphorus, sulfur and white phosphorus. | 禁寄品 Prohibited articles |
各類易爆炸性物品 All kinds of explosive articles | 如石油氣瓶、氣霧劑、噴霧殺蟲劑、炸藥、雷管、煙花爆竹、煤氣罐、發令紙。 Such as LPG cylinders, aerosol, spray insecticide, explosives, detonators, fireworks, gas cans and firing paper. | |
具有腐蝕性的物品 Corrosive articles | 硫酸、硝酸、鹽酸、氫氧化鉀、氫氧化鈉、具有腐蝕作用的物品。 Sulfuric acid, nitric acid, hydrochloric acid, potassium hydroxide, sodium hydroxide and other corrosive articles. | |
有毒性質物品 Toxic articles | 易傳播病毒的物品、氰化鉀、砷、有毒農藥，氯氣、有毒化學試劑，滅鼠藥劑，各種有機及無機毒品。 Items that can easily spread viruses, potassium cyanide, arsenic, toxic pesticides, chlorine gas, toxic chemicals, rodenticides, various organic and inorganic drugs. | |
放射性物質 Radioactive articles | 如鈾、鈷、鐳、鈈。 Such as uranium, cobalt, radium and plutonium. | |
香港法例法規規定禁止收取的物品 Articles prohibited by Hong Kong laws and regulations | a) 所有毒品：冰毒、海洛因、大麻、嗎啡物品 All drugs: methamphetamine, heroin, marijuana and morphine items | |
B) 如管制類刀具、各種武器及其配件、模擬武器、彈藥、仿造貨幣。 Such as controlled knives, various weapons and their accessories, simulated weapons, ammunition and imitation currency. | ||
限制類別 Restricted categories | 香煙、電子煙、雪茄 Cigarettes, e-cigarettes and cigars | |
現金 Cash | ||
所有活生物、動物標本 All live biological and animal specimens | ||
侵犯商標或版權法例的物品 Items that infringe trademark or copyright laws | ||
危險藥物 Dangerous drugs |