Cross-border sellers on Wildberries often face challenges with DPX first-mile logistics, including delayed orders, rejections, and returns. These issues can disrupt operations and impact seller performance. Wildberries has provided comprehensive guidance to help sellers address these challenges efficiently.
I. After-Sales Support: Managing Negative Feedback and Rejected Orders
1. Addressing Negative Reviews
Sellers encountering negative feedback due to delivery delays can contact Wildberries' customer support. By submitting relevant order details and review screenshots, the platform may assist in evaluating and resolving unjustified complaints, helping to mitigate reputational damage.
2. Handling Rejected Orders
For orders rejected due to DPX delays, sellers may request compensation on a case-by-case basis. While approval isn't guaranteed, the platform considers such appeals. To apply, sellers must submit a formal ticket through the seller dashboard along with an Excel list of affected orders.
3. Full Returns and Refunds
Requests for full returns and logistics fee reimbursements follow the same process as rejected orders. Wildberries evaluates these appeals individually but doesn't guarantee approval.
II. Platform Features: Why Buyers Can Cancel Orders
1. Buyer Cancellation Policy
The buyer-initiated cancellation feature cannot be disabled, as it protects consumer rights. However, Wildberries has extended the cancellation window during peak seasons to balance buyer and seller interests.
III. Logistics Tracking: DPX Delays and Responsibilities
1. Platform Actions on DPX Delays
Wildberries monitors DPX performance and works to improve service quality. Sellers experiencing delays can report specific cases for review.
2. DPX's Scope of Responsibility
DPX handles only the first-mile process: sorting goods according to Wildberries' standards and transferring them to international carriers for delivery to Wildberries' sorting centers. Subsequent international shipping, customs clearance, and warehousing fall to other providers.
3. Causes of Extended Delivery Times
Current delays stem from seasonal volume surges and customs inspections. Sellers should monitor platform updates for the latest timelines.
IV. Warehouse Selection and Labeling
1. Choosing DPX Warehouses
For sellers located far from DPX warehouses (beyond 200 km), using DPX's pickup service or maintaining existing warehouse partnerships may be more cost-effective.
2. Simplified Labeling
No additional labeling is required for shipments, streamlining the packaging process.
V. Return Procedures: Domestic vs. International
1. Domestic Returns
Goods not yet exported will be retrieved by DPX and returned to sellers through direct arrangements.
2. International Returns
Items returned in Russia follow standard FBS return processes. Sellers should consult Wildberries' FBS return guidelines for details.
VI. Order Tracking and Updates
1. Real-Time Order Monitoring
Sellers can track order statuses via the seller dashboard or API, with DPX responsible only for initial logistics stages.
2. Prolonged Delays
For orders without updates, contacting customer support is recommended to investigate potential issues.
While Wildberries' DPX logistics present challenges, understanding these protocols enables sellers to optimize operations and minimize disruptions in cross-border trade.