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Cainiao’s reverse logistics channel for Hong Kong customers

The reverse logistics channel will offer cross-border ecommerce goods return service

Alibaba’s logistics arm Cainiao is planning to roll out a reverse logistics channel for its Hong Kong customers, media reports said. The reverse logistics channel will offer cross-border ecommerce goods return service.

The new development will pave the path for customers who wish to return the goods within seven days of purchase made on Alibaba’s ecommerce platforms. Alibaba’s ecommerce platforms include Tmall and Taobao, while Cainiao is used for delivery. Goods such as supplements and health products are not eligible for a return.

Furthermore, the company is also aiming to roll out a direct reverse logistics channel with mainland China and other countries such as Russia, Singapore, Malaysia including Macau and Taiwan.

Ray Cheuk, Head of Operations (Hong Kong), Cainiao Network, told the media, “Today, goods return form an integral part of the holistic online shopping experience, and central to good customer experience and loyalty. Therefore, we are aiming to simplify the returns process with the launch of the first reverse logistics channel between Mainland China and Hong Kong, and deliver a more seamless and fuss-free shopping experience amid the eCommerce boom. As Taobao and Tmall’s official logistics provider, we are continuously leveraging cutting-edge technology and industry partnerships to create a more efficient cross-border logistics service to benefit businesses and consumers.”

There are 42 drop off locations across Hong Kong for the streamlined reverse logistics channel including a digital clearance system. The real-time experience allows a seamless return of goods on the Taobao application. The new development by the company expects to challenge its counterparts across Asia.

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