Alibaba’s logistics arm Cainiao has launched an ‘industry-first’ reverse logistics channel between China and Hong Kong as it aims to simply the returns process for Taobao and Tmall shoppers.
The reverse logistics channel will comprise 42 drop-off locations across Hong Kong island. The entire returns process will be handled by Cainiao, including digital customs clearance, which can be monitored on the Taobao app.
The logistics provider said approximately 85 percent of the goods bought on Taobao and Tmall are eligible for returns within seven days, but do not include non-returnable items such as food and health products/supplements.
The move comes after the recent October launch of guarantees against late deliveries and damaged and lost goods, as well as value-added services such as parcel returns.
“Today, goods returns form an integral part of the holistic online shopping experience, and central to good customer experience and loyalty,” said Ray Cheuk, head of operations (Hong Kong), Cainiao Network.
“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 e-commerce boom,” he added.
The company plans to make a similar roll-out for direct reverse logistics channels with China in other key markets, such as Singapore, Malaysia, Taiwan, Macau and Russia.