Alibaba rolls out free return service for Singapore customers

Customers can now initiate a goods return request on its logistics platform.

Taobao and Tmall customers in Singapore can now ask for returns of their purchased products for free after Cainiao Network launched the service for the first time in the country in time for the Singles’ Day promotion, Alibaba Group announced in a press release.

For eligible items, consumers on Alibaba’s logistics platform will initiate a goods return request in-app and local logistics partners will reach out to confirm the pick-up details. Upon successful pick-up, consumers will receive a return order code to enter into the app to complete the return process and initiate a payment refund.

The logistics service has also upgraded its in-app functionalities to facilitate the amendment of shipping methods via air or sea freight prior to the parcel dispatch from a consolidation warehouse to customs clearance for export.

Goods return service has historically been a popular customer request but reverse logistics is considered to be an industry-wide challenge globally, according to Chris Fan, head of cross-border services at Cainiao’s Singapore office.