Shopping Agent Service
I. Disclaimer for Third-Party Shopping Agents at ZHYT
All shopping agent orders placed at ZHYT will be processed by highly-rated third-party shopping agents, who are trained and supervised by us to help you purchase from China in line with our service standards and your business needs! Together with them, ZHYT is committed to offering ingenious services to all our users around the world!
All products displayed in the web pages of shopping agent service and product search results at ZHYT are from third-party shopping platforms, which are not sold by us. Therefore, ZHYT and the third-party shopping agents shall not be liable for any obligations or liabilities related to such products (including but not limited to copyright or intellectual property rights infringement), nor bear any legal liability or joint liability therefrom.
II. Purchasing Service Standard for ZHYT Third-party Shopping Agents
| Services | Service Details | Standard Service | Value-added Service | |||||||
| Purchase | Purchasing Service Fee | No service fee for purchasing items from Taobao, Tmall, 1688, Vipshop, Amazon, Dangdang, YHD.com and JD.com (please purchase value-added services if required). | For orders on other unknown platforms such as Xian'yu, WeChat Shop and Chawin Books, and orders fulfilled by shopping experts, we will charge a certain proportion of value-added service fees | |||||||
| For details, please refer to: Third-party platform purchasing service charge description | ||||||||||
| Verification of Shipping Restrictions | The shopping agent shall review the order in accordance with the latest customs policy and the shipping risks of the corresponding items and the shipping routes to the destination country according to the monthly updated "Characteristics of Each Route and Classification of Shipping Restrictions" and "Shipping Restrictios Inquiry" of the Logistics Department, and confirm the risks to the ZHYT user. | \ | ||||||||
| Processing Time of Order | Orders submitted at 09:00-18:00 (BT) shall be processed within 6 hours; | 【Speedy Response】 | ||||||||
| Orders submitted at 18:00-09:00 (BT) shall be processed before 14:00 the next day; | ● Speedy Response order paid between 09:00-18:00 (BT) will be responded within 1 hour. | |||||||||
| The shopping agent shall fulfill the order within 24 hours after the user has confirmed or make payment replenishment for the order. | ● Speedy Response order paid between 18:00-09:00 (BT) will be responded by 10:00 that day. | |||||||||
| Note: if confirmation with the seller is needed when the user has special requirement, and the seller has not been online, the processing time will be extended accordingly. | ||||||||||
| The shopping agent shall fulfill the order within 24 hours after the user has confirmed or make payment replenishment for the order. | ||||||||||
| 【Order First Pay Difference Later】 | ||||||||||
| Payment Make-up | If the item price or freight is not consistent with that submitted by the user, the shopping agent should set payment make-up according to the actual value of the item when processing the order. | If the difference of the order total is within CNY 100 and there is no need to remind the users of the customs-related risks, the shopping agent will give priority to purchase for the customer. Users need to make up the payment within 24 hours, and the shopping agent will inform the seller of delivery after receiving the payment | ||||||||
| Order Cancellation | When the user applies for canceling the order in "Processing" status, the shopping agent shall proceed with order cancellation within 24 hours and refund the actual amonut to the user. | \ | ||||||||
| When the user applies to cancel the order in "Purchased" status, the shopping agent shall check with the seller within 48 hours, and accept or proceed with the return request according to the actual situation. | \ | |||||||||
| Expert Service | The shopping expert shall respond to the expert enquiry within 24 hours during working days, and in case of weekend, the enquiry shall be processed at 9:00 next week. | 【Expert Service】 | ||||||||
| >Search high quality products/recommended suppliers | ||||||||||
| >Experts priority purchase | ||||||||||
| >Provide product customization | ||||||||||
| >Complete service follow up | ||||||||||
| Delivery | Follow-up on Delivery By Seller | Generally Chinese domestic Taobao sellers will send out the delivery within 3~7 days; Jingdong, Amazon self-running logistics will deliver items on the same day of purchasing. | \ | |||||||
| The actual duration depends on the seller | ||||||||||
| For orders not shipped within 3 days, the shopping agent shall follow up for the first time within 5 days, and follow up later every 3-4 days. If the seller does not deliver the item or fails to reply all the time, the shopping agent shall instruct the user to cancel the order. | ||||||||||
| Note: except for pre-sale / deposit-paid / overseas shopping agent orders | ||||||||||
| Expedited Delivery By User | When the user clicks the order for expedited delivery, the shopping agent shall verify the delivery time and notify the user within 24 hours; if the seller fails to reply, it shall be synchronized to the user according to the actual situation. | \ | ||||||||
| Item Out of Stock | The seller informs the shopping agent of the item out of stock, who will then synchronize the info to the user. If the user fails to reply within 72 hours, the shopping agent will take the initiative to cancel the order for the user. | \ | ||||||||
| Follow-up on Separate Orders | For separate orders, the shopping agent shall first follow up the delivery within 48 hours, and verifie the seller and inform the user of the delivery information. | \ | ||||||||
| Follow-up on Delivered Order | ZHYT's warehouse is located in Guangdong Province. The local sellers in Guangzhou usually need 1-2 working days to deliver the items; in other areas, it usually takes 3-5 working days. | \ | ||||||||
| The shopping agent shall follow up whether the logistics track is normal within 48 hours after the order has been delivered for more than 3 days without signing in. If the logistics is abnormal, the shopping agent shall contact the seller to verify the order and synchronize the information to the user. | ||||||||||
| Return / Exchange for Delierving Order | For order in "Delierving" status, when the user applies for return and exchange, the shopping agent shall check with the seller within 48 hours, and accept or proceed with the return and exchange request according to the actual situation. | \ | ||||||||
| After-Sales | Order Enquiry | The shopping agent shall respond and reply to the order enquiry initiated by the user within 24 hours | \ | |||||||
| Reply to Inbox Messages | The shopping agent shall respond and reply to the inbox messages from the user within 24 hours | \ | ||||||||
| Processing Time of Refund | For the order in refund, the shopping agent will refund to the user after getting the refund from Taobao within 4-10 days; in case of special circumstances, the shopping agent will verify the situation and synchronize the information to the user. | \ | ||||||||
| Processing Time of Return | The shopping agent shall negotiate with the seller to confirm whether the return can be handled according to the user's return application and the rule of Return Guarantee within 48 hours. After the seller confirms, the shopping agent shall fill in the return information, return the parcel to the seller according to the return process and fill in the logistics for returned item on Taobao in time. The shopping agent shall also follow up the refund within 3-7 days after the returned parcel is sent out, and complete the refund for the user within 15 days. In special cases, the shopping agent needs to synchronize the abnormal information to the user through inbox messages. | \ | ||||||||
| Processing Time of Exchange | The shopping agent shall negotiate with the seller within 48 hours to confirm whether the item can be exchanged according to the exchange request of the user. For order of exchange, the seller shall be contacted within 5 days after the exchange status shows up to obtain the logistics info for exchanged item and update the order status. If the logistics info for exchanged item is not obtained in time, the user shall be informed of the follow-up details within 7 days. For the order of exchange, the seller shall be contacted in time to extend the transaction time. Within 3 days from the completion of the transaction, the shopping agent shall contact the seller to extend the transaction time until the receipt date of the exchanged item (if the seller fails to provide the logistics info for exchanged item within 15 days in case of any abnormality, the shopping agent will inform the user again. For example: the time for exchange is too long, the item is out of stock, the seller fails to reply, etc.). | \ | ||||||||
| Return/Exchange Guarantee | Within 5 days after the stock-in of ordered item, the user can entrust the shopping agent to negotiate with the seller if he applies for Return/Exchange Guarantee. The shopping agent shall accept or proceed with the return/exchange request within 48 hours according to the actual situation. | 【Return/Exchange service fee】 | ||||||||
| Starting from Feb 1, 2018, ZHYT will be offering a designated number of free negotiation service attempts for unconditional return/exchange of products. Once the attempts are used up, procession fees will be incurred. Please see this website for details: Terms of Promised Returns with no reasons. ZHYT is not responsible for the final negotiation results. | All users (excluding Prime members) are exempt from the Service Fee for the first return /exchange operation in each calendar month. | |||||||||
| Service fee: Return: 5 yuan Exchange: 10 yuan | ||||||||||
| *Note: To prevent excessive return and click farm, ZHYT startd collecting tiered fees on September 20, 2018.（See: New Monthly Limitation on the Free Return/Exchange Service） | ||||||||||
| Quality Inspection | If the item has some quality issues through quality inspection or the user points out the defect of the item, the shopping agent shall check with the seller and assist the user in negotiating with the seller. | \ | ||||||||
| Please see this website for details: Usual Way of Handling Defective Products/Products with Quality Issues | ||||||||||
| After-sale Service for International Parcels | When the user applies for after-sale service of the parcel related to the problem of the item, if he/she needs the shopping agent to contact the seller, the shopping agent will verify with the seller free of charge and send the verification information to the customer service. | \ | ||||||||
Note: the processing time for expert services and purchasing is limited to working days, and in case of non-working day or China's public holidays, it shall be postponed to working days for orderly processing.
In case of special situations such as ourdoor activities for staff, Spring Festival and Double 11 Shopping Event, the processing time of all relevant services for orders will be postponed to working days, and the shopping agent will process all your request in order as soon as possible .
III. FAQ:
1. What kind of products will the third-party shopping agents provide services for?
The third-party shopping agents will provide services related to purchasing, domestic after-sales, etc. for shopping agent orders placed at ZHYT.
2. Are there any service standards for the third-party shopping agents? If so, what should I do if they do not follow these standards?
All third-party shopping agents shall work in line with Service Standards for Third-Party Shopping Agents at ZHYT. If any of them violate such standards, please contact our customer service.
3. Shall I pay service fee to the shopping agents?
No service fee will be charged for general shopping agent services, but for expert services and shopping agent services related to third-party platforms, relevant fees will be charged according to the pricing system of ZHYT.
4. What should I do if I want to launch complaints about the shopping agents through after-sales enquiry?
For after-sales disputes or complaints from the services provided by the third-party shopping agents, please contact our customer service.
