It’s been more than a year since i last used Taobao consolidated shipping. The singles day promotion looked tempting, and i gave it a try again. There was a 13 Yuan discount, which halved the first kg cost. At just 13 Yuan (S$2.70) for a 1kg shipment, i felt it would be a waste not to take advantage of it. The singles day promotion for the items i was eyeing were quite attractive too.
After i have shipped the items, i realized that i have forgotten to change the delivery address, and i have moved house since the last time i used Taobao consolidated shipping. By the time it dawned on me, the parcels were already shipped out. I contacted customer service (via the very handy instant messaging platform, which in my opinion works better than a hotline platform), and was told they couldn’t do anything once the parcels have been shipped out. I was told to wait until the parcels have arrived in Singapore.
Due to massive orders for singles day, it took one week for my parcels to get shipped to Singapore, which wasn’t too bad actually. I contacted customer service immediately, and was told they couldn’t do anything on their side for change of delivery address. However, they did provide me with the contact details of the local delivery company, which happens to be Ninja Van. This is interesting, because on Taobao’s Global Consolidation Shipping information webpage, ZTO is supposed to be paired with DPEX, but apparently, they distribute their load to Ninja Van also.
So i rang up Ninja Van, and surprisingly, the call got through immediately. I was told there was no record of my parcel in their system yet. Actually I did check before hand by entering my parcel’s Taobao-assigned tracking code on Ninja Van’s website, and my parcel was not found. But i was thinking, maybe they don’t use the same tracking code.
The next day, i did a check on the website again, and, surprisingly, the tracking code was found in their system! This makes things very convenient for customers! Ninja Van shows the status of the parcel as pending, as well as the estimated date of delivery. I called Ninja Van to effect the change of delivery address. This time, it took 4 attempts of calling, and on the final attempt, after being put on hold for 15 minutes, the call got through. I was able to change the delivery address. Phew!
Before the delivery took place, i received a WhatsApp message from Ninja Van telling me they will use WhatsApp to keep me informed about my parcel. The parcel was delivered a few hours after receiving the message.
I weighed the parcel, and it came up to 0.81kg. It was quoted as 0.71kg in the system. Not bad.
Overall, i was quite impressed with Ninja Van – the website, the call centre and the use of WhatsApp. They made good use of the technology available today.