Thank you for using CATtrans.
Regarding return procedures, we have noticed an increasing number of inquiries about a particular issue, and would like to take this opportunity to remind all customers.
Simply applying for a return on Taobao and selecting “pickup service” does not complete the return process.
Even after the courier picks up the package, if the return shipping fee has not been paid, the package will remain stored at the courier’s warehouse.
If the courier is unable to contact the customer, they will then contact us (CATtrans), and this situation has been occurring frequently.
If not handled promptly, this may result in the return period being exceeded, and the return ultimately failing.
【Important Points to Note】
When returning an item, if the customer is responsible for the return shipping fee (e.g., returning for personal reasons, using cash-on-delivery shipping without prior agreement with the seller), please ensure the shipping fee is paid promptly after the courier picks up the package.
If the shipping fee remains unpaid, the package will be stored for an extended period, and the return may become invalid.
【When You May Not Need to Pay Return Shipping】
In the following cases, the customer usually does not need to bear the return shipping fee:
When the seller is at fault (e.g., product defect, wrong item sent) and the return request has been approved
When “Return Shipping Insurance / Return Bao” applies and covers the shipping cost
When the customer is a “88VIP” member and qualifies for return shipping coverage under the membership benefits
※ Even in the above cases, the final shipping cost settlement will be based on the system calculation at the time of shipment.
【Reminder】
When requesting a return, please make sure to confirm the following:
Who is responsible for the return shipping fee
Whether the shipping fee payment has been completed
Please allow sufficient time to complete the return within the deadline specified in the return request
If you have any questions regarding the return process, please feel free to contact CATtrans support.
We will continue to strive to provide a smooth and reliable service for all our customers.
2026.4.1
CATtrans
