As a convenient payment method, Cash on Delivery (COD) allows you to complete the payment only after receiving and inspecting the goods to ensure they are in good condition, providing a more secure experience for cross-border shopping. Below is a detailed introduction to the applicable rules and operation process of COD:
I. Scope of Application for Cash on Delivery
Supported Order Types
Small-value orders for individual consumers (B2C): The single-order amount usually does not exceed USD 2,000, subject to the regulations of the delivery region.
B2B corporate procurement: High-quality customers who have signed long-term cooperation agreements with the mall can apply for large-value COD services. They need to submit qualification verification through their corporate accounts in advance.
Covered Regions
Currently, COD mainly supports popular cross-border e-commerce markets, such as Southeast Asia, the Middle East, some European countries, and orders shipped from domestic bonded warehouses. For specific regions, you can check the "COD Supported" label on the checkout page.
Inapplicable Scenarios
High-value products: Such as luxury goods and high-end electronic products, which do not support COD temporarily due to high logistics risks.
Remote areas: Regions with delivery time exceeding 7 days and countries/regions with underdeveloped logistics services.
Pre-ordered products, customized products, and products requiring special customs clearance: Such as medical devices.
II. Operation Process of Cash on Delivery
1. Select the Payment Method
On the mall’s checkout page, check the "Cash on Delivery" option. The system will automatically verify whether the order meets the conditions. Eligible orders can be submitted directly.
2. Order Confirmation
After submitting the order, the mall will review the order information (e.g., whether the delivery address is within the service scope, whether the product supports COD) within 1 business day. Once approved, a COD order will be generated with the status "Pending Shipment".
3. Product Delivery
The merchant will arrange shipment according to the normal process. You can track the logistics progress in "My Orders". Before delivery, the logistics company will confirm the delivery time and location with you via SMS or phone call.
4. Inspection and Payment
When receiving the goods, please check the product information (specifications, quantity, packaging integrity) on the spot. After confirmation, pay the purchase price to the delivery staff (cash, local mainstream mobile payment, or card payment are supported; specific methods are subject to the delivery staff’s instructions).
After payment, please ask for a payment voucher (e.g., receipt, payment record screenshot) and click "Paid" on the order page to complete the confirmation.
5. Order Completion
After the mall receives the payment information feedback from the logistics company, the order status will be updated to "Completed".
III. Precautions for Cash on Delivery
Inspection Requirements
You must inspect the goods in the presence of the delivery staff. If you find problems such as damaged goods, wrong delivery, or missing items, you can refuse to accept the goods and refuse payment on the spot. The delivery staff will return the goods, and you do not need to bear any costs.
If you find quality problems after signing for the goods, you need to apply for handling in accordance with the after-sales policy, which will not affect the completed payment process.
Fee Description
COD requires an additional service fee, with a rate of 3%-5% of the order amount (including logistics guarantee fee and handling fee), which will be separately marked in the order amount.
If you refuse to accept the goods without a valid reason due to personal factors, you need to bear the round-trip shipping fee and service fee (except for special cases such as product quality problems).
Payment Timeliness
You must complete the payment on the spot when the delivery staff arrives. If you cannot pay on time, you can negotiate with the delivery staff to reschedule the delivery time (a maximum of 2 extensions are allowed). Orders that are not paid beyond the agreed time will be canceled.
IV. Handling of Common Issues
Rejection Handling
Rejection due to product problems: The order will be canceled automatically, and the merchant will bear all logistics costs. You can place a new order or apply for other after-sales solutions.
Unreasonable rejection: The system will record the rejection. If you accumulate 3 unreasonable rejections, your COD permission will be suspended for 3 months.
Problems Found After Payment
If you have paid but find product quality problems after inspection, you can apply for return and refund in accordance with the "After-sales Policy". The refund amount will be returned to the original payment account within 3-5 business days after the merchant receives the returned goods.
Delivery Delay
If you do not receive the goods beyond the estimated delivery time, you can contact the mall’s customer service to check the logistics status. Order cancellation caused by delay will not affect your COD permission.
Loss of Payment Voucher
If you do not keep the payment voucher, you can contact the logistics company to provide the payment record, or obtain the delivery staff’s contact information through the "Logistics Details" on the order page for verification.
V. Permission Management
The mall will dynamically adjust COD permissions based on the user’s shopping records (e.g., historical order completion rate, number of rejections):
New users can use COD for small-value orders (no more than USD 500) for their first purchase.
Users who have completed more than 5 COD orders and have no violation records can have their limit increased to USD 2,000.
Users who have committed multiple acts such as malicious rejection and false orders will have their COD qualification permanently revoked.
For any other questions, you can contact the mall’s customer service or check the COD section in the "Help Center". We will provide you with further support.
