Cainiao Network

Hi,

I use the Dongguan cainiao warehouse location with my warehouse id [redacted]. So far I have been using your services for less than three weeks and have had numerous problems.

I had one package go missing when it got to the warehouse, another with half the contents missing, and now one more Im seeing that arrived only has half the weight.

I dont know if this is an employee issue or a merchant issue, or a postal issue, but it keeps happening.

I have requested images for the packages multiple times but I never receive them. I sent proof that its not in my taobao messages, and everytime Im told to wait 2 working days. This is now the third time I have been told to wait for a specific package (which an employee said only has half the items). They also said they have images but cant send them to me.

That I would need to wait until two working days later, which I dont understand why?

For one of my missing packages as well, the merchant refuses to assist me, but cainiao can still request the delivery receipt on their side since they have the account (cainiao) phone number used for my delivery information. I tried to check this, but it sends a verification code to the number under the tracking information. I cant keep waiting 2 days over and over again, because I dont know if my request will be fulfilled, and time will run out to lodge a complaint if the merchant is at fault.

I already faced one issue where I had to ship an item soon, and I kept waiting over and again for the images. I couldnt wait any longer for a request that wont be fulfilled, as I needed the products for my customers.

Due to this I shipped the package without the images, and ended up getting scammed by the merchant (they bait and switched me). I lost thousands on that for the cost of the items and shipping.

I really dont know whats going on at the warehouse but I would appreciate it if someone can contact me back so we can figure out what is going on with my requests and items that keep going missing.

I sent the above as an email to global CAINIAO support as a last ditch effort, since their regular support channels were all incompetent and useless, I even sent a screenshot inside their app, showing my packages, the internal logistics number and tracking information. This was the global supports response:

Sorry, the tracking number you provided cannot be found in our system. Please contact the customer service of the trading platform when you place an order

I seriously dont get it.

I literally sent screenshots inside the cainiao app and my warehouse id, and yet it doesnt exist?

I dont even know what to say. Their customer service is the worst Ive ever dealt with, and at this point since everyone refuses to help, I'm convinced that its the employees are stealing my packages/contents.

Tracking number: CNUSUP0001009****.

Unable to contact the courier for redelivery. AliExpress states: 'Your package delivery was unsuccessful.

The recipient was uncontactable. Please contact the carriers to schedule a redelivery. Dec 14, 14:57 CST.' There is no way to contact the courier, nor is there information on how this might be accomplished. This is the second time Cainiao has claimed an inability to deliver, with no known attempt to redeliver.

My shipping information on AliExpress clearly states NO WEEKEND DELIVERY.

Please advise on how to remedy this situation. I'm at the mercy of AliExpress on who delivers, and I am deeply disappointed in their service and yours.