AliExpress cross-border merchant service capability assessment standards
Announcement Date: 2021-12
AliExpress has always been committed to providing consumers with high-quality services. The seller's service capability level and the level of various service indicators directly reflect the seller's service. The service indicator evaluation results will determine whether the store can operate normally and whether it can be recommended by AliExpress , Are you eligible to participate in AliExpress platform activities and related programs? The service level assessment of AliExpress Chinese sellers focuses on three assessments of logistics performance, product quality and customer service. In the past, the platform has been conducting relevant assessments and evaluations on the service capabilities of merchants. This time the specific content is announced. It is hoped that the merchants will continue to improve their service capabilities with reference to the basic requirements.
This assessment standard will be officially released on December 20, 2021, Beijing time, and the new standard publicity period will be from December 20, 2021 to December 26, 2021, and December 27, 2021 to January 26, 2021. During the first evaluation period, the platform considers the new standard implementation stage and protects the merchants during the adaptation period. In the first evaluation period, no store points will be deducted. The second assessment period is from January 27, 2022 to February 26, 2022, and the formal assessment and punishment will be launched on February 26 . Subsequent to the normal assessment on the 27th of each month.
If a merchant’s violation is particularly serious and the indicator has touched a serious violation scenario, based on the consumer’s experience, the platform reserves the right to execute it immediately. Sellers are requested to operate in good faith.
For related evaluation indicators, merchants can log in to the merchant backstage>>store>>store performance>> seller service sub-query
1. Overview of assessment standards
1. Overview of assessment indicators
Assessment scope | Scenes | Assessment index | Index size (numerator, denominator) |
Performance indicators | Transaction not to sell refers to the buyer's behavior that the seller fails to ship the order after the order is paid. The above-mentioned overdue refers to the failure to upload the waybill number before the seller’s delivery time limit (including part of the delivery and not confirm all shipments before the seller’s delivery time limit), which results in the system closing the order. Note: If the consumer voluntarily cancels the order, it will not be counted in the "transaction not sold" assessment.
| Turnover rate | Numerator: In the past 30 days, the seller has shipped overtime orders Denominator: In the past 30 days, the seller has shipped overtime orders + the number of orders shipped Note: The statistical time is a natural day |
The 5-day Internet rate means that after the buyer pays for the order, the seller delivers the goods in time and provides effective logistics tracking information. It can improve the user's shopping experience and enhance their sense of trust, greatly reduce the rate of non-receipt disputes, and increase the service score of DSR sellers. | 5-day internet rate | Numerator: the number of orders that have been shipped in the past 30 days and (logistics online time-payment success (risk control review success) time is less than or equal to 5 days; Denominator: the number of orders with successful payment (successful risk control review) in the past 30 days-the number of successfully cancelled/overdue cancelled orders); Note: The statistical time is all natural days. Taking into account the delay in the feedback of the logistics online time, the unified will reserve 5 days. For example: the data on January 8th, the statistics are the data of January 1st pushed back 30 days. Statistics on National Day and Chinese New Year holidays are postponed and will not be counted into 5 days. The 5-day Internet access rate assesses the business’s Internet access for 5 days out of the last 30 days’ orders. | |
Disputes on non-receipt of the goods refer to the buyer’s order for a refund because the goods have not been received. The scenarios include the goods are still in transit, sent to the wrong address, customs deduction, logistics returned the package, and the tracking number cannot be queried for logistics information, etc. Among them, orders for which the buyer voluntarily cancels the refund will not be counted in the assessment. | Dispute rate of unreceived goods | Numerator: In the past 30 days, the number of orders for refunds filed by buyers because they did not receive the goods—the number of orders for which the buyer voluntarily withdrew the refund Denominator: In the past 30 days, the buyer confirmed the receipt + confirmed the receipt overtime + the number of orders for which the buyer raised a refund Note: The statistical time is a natural day | |
Quality index | The product received by the buyer does not match the description or promise of the product made by the seller at the time of the transaction in terms of category, parameters, material, specifications, etc., and the dispute rate of the issue caused by the inconsistency of the product is not included in the assessment. | Product mismatch dispute rate | Numerator: In the past 30 days, the number of orders for refunds filed by buyers due to incorrect products — the number of orders for which the buyer voluntarily withdrew the refund Denominator: In the past 30 days, the buyer confirmed the receipt + confirmed the receipt overtime + the number of orders for which the buyer raised a refund Note: The statistical time is a natural day |
Buyers’ ratings of the consistency between the ordered product and the product description, the percentage of favorable comments. | 30-day favorable rate | Numerator: The number of buyers who rated the product description as 4 and 5 in the past 30 days Denominator: The number of buyers who rated the product description as 1, 2, 4, and 5 points in the past 30 days Note: The statistical time is a natural day | |
The overall average score of the buyer's rating on the consistency of the ordered product and the product description. | Store DSR product description points | In the past 30 days, the average score of the buyer’s rating on the product description item in DSR Note: The statistical time is a natural day |
2. Overview of penalty standards
For merchants that fail to pass the service index assessment, the platform will impose handling points including but not limited to traffic restrictions, product removal and deletion, store deductions, freezing, and store closures.
FAQ:
Q: What impact will the permanent freeze have on my store?
A: After the store is permanently frozen, the store's product operations will be restricted and all products will be removed from the shelves, and the order message function will be disabled. But it does not affect the store deposit.
Q: How to withdraw the deposit after the store is permanently frozen?
A: The margin can still be withdrawn normally, and will not be affected. Withdrawal path: Apply to exit the business category/category, find the corresponding category on the [Account and Authentication]-[My Category Application] page, and click [Apply to Exit]. (Direct application link: My category application ) My category application. Reminder: It takes 3-5 working days for the platform to review the category independently.
Q: Can I apply for other business categories to continue to open stores or to apply for the opening of business categories again after the penalty is over?
A: The shop cannot continue to operate afterwards. Please proceed with category withdrawal and margin withdrawal as soon as possible.
Q: What penalties will there be if the store fails to meet 2 individual indicators? How to stack? How to calculate?
A: Refer to this assessment standard. If multiple indicators fail to meet the standards, penalties will be added. If two indicators are general violations, they will be punished and deducted 2 points*2 for a total of 4 points. The maximum deduction for a single month is 24 points, which is counted under the point type for transaction violations. Scoring rules reference
Q: How long does it take to unfreeze after the deposit is submitted for withdrawal?
A: If the violations are particularly serious, they will be directly subject to store freeze punishment. The deposit will not be deducted and penalized. The refund of the deposit requires the merchant to fulfill the order. If there is no outstanding transaction, unhandled complaint, penalty or dispute within 90 consecutive days, the deposit will be refunded.
Q: 48 points are deducted from the shop, will the deposit be frozen?
A: Under transaction violations and other scoring types, 48 points were deducted or the account was directly closed. The store deposit will be frozen by the platform and the store cannot withdraw it. Rules can refer to
Q: How to download the data details for a period of time for each assessment index?
A: At present, you can only view specific values in the seller service sub-backend. Check the path "Merchants can log in to the merchant back-end >> Store >> Store performance >> Seller service sub-query". Time screening and download functions are under development. Pay attention to platform announcements in time. Seller service sub-query
Q : What should I do if there are objections to the assessment indicators?
A: The platform will provide the merchant’s various indicator data exemption procedures. The specific exemption procedures and methods are under development. Pay attention to the platform announcements in time.
Q: Where can I view my assessment business category, and which one is the main one?
A: Merchants can log in to the Merchant Backstage-Business Staff-Homepage to view the main category information, which will be updated in mid-January, and the specific online time shall prevail.
2. Logistics performance assessment indicators
Assessment index | Assessment cycle | Description of applicable business categories | Assessment criteria | Penalty content | ||
Turnover rate | Nearly 30 days on the 27th of each month | All categories | General violation | The volume of illegal orders, not less than 5 | 5%≤transaction unsold rate＜15% | 2 points deducted, warning |
Serious violation | The volume of illegal orders , not less than 5 | 15%≤transaction not to sell rate ＜20% | 12 points are deducted and account is frozen for 7 days | |||
Especially serious | The volume of illegal orders , not less than 5 | Transaction unsold rate ≥20% | Permanently freeze account | |||
Internet rate | Nearly 30 days on the 27th of each month | The main business categories are: jewelry and watches (including fine jewelry), clothing, wedding dresses, luggage, shoes, sports and entertainment (including electric scooters) *Special note: This standard will take effect from the second assessment period (January 27, 2022-2022), and the first assessment period will be implemented with reference to the "other business categories" standard | General violation | Initial assessment criteria: 72-hour online order quantity is not less than 10 and 72-hour online rate ≤60% The specific assessment threshold division will be notified in the form of an announcement at that time. | 2 points deducted, warning | |
Serious violation | 12 points are deducted and account is frozen for 7 days | |||||
Especially serious | Permanently freeze account | |||||
The main business categories are: 3C digital, built-in storage, mobile hard disk, U disk, burning disk, electronic cigarette, mobile phone, electronic components, auto and motorcycle accessories, maternal and child toys, household appliances, beauty and personal care, home furniture , home improvement, lighting tools | General violation | 5 days online order quantity, no less than 10 | 40%＜5 days surfing rate ≤60% | 2 points deducted, warning | ||
Serious violation | 5 days online order quantity, no less than 10 | 10%＜5 days surfing rate ≤40% | 12 points are deducted and account is frozen for 7 days | |||
Especially serious | 5 days online order quantity, no less than 10 | 5-day Internet access rate ≤10% | Permanently freeze account | |||
Other business categories | General violation | 5 days online order quantity, no less than 10 | 50%＜5 days surfing rate ≤70% | 2 points deducted, warning | ||
Serious violation | 5 days online order quantity, no less than 10 | 20%＜5 days surfing rate ≤50% | 12 points are deducted and account is frozen for 7 days | |||
Especially serious | 5 days online order quantity, no less than 10 | 5-day Internet access rate ≤20% | Permanently freeze account | |||
Dispute rate of unreceived goods | Nearly 30 days on the 27th of each month | All categories | General violation | The amount of disputes about unreceived orders, no less than 5 | 10%≤Unreceived goods dispute rate＜20% | 2 points deducted, warning |
Serious violation | The amount of disputes about unreceived orders, no less than 5 | 20%≤Unreceived goods dispute rate＜50% | 12 points are deducted and account is frozen for 7 days | |||
Especially serious | The amount of disputes about unreceived orders, no less than 5 | Dispute rate of unreceived goods≥50% | Permanently freeze account | |||
FAQ
Question: How do I understand that the transaction is not sold and the seller's delivery is overtime?
Answer: The transaction is not sold refers to the buyer's behavior that the seller fails to deliver the order after the payment is made. The above-mentioned overdue means that the waybill number has not been uploaded before the seller’s delivery time limit. The evaluation period is for orders in the past 30 days.
Q: If a consumer cancels an order, will it also be included in the assessment of the seller?
Answer: If the consumer voluntarily cancels the order, it will not be included in the assessment of "transaction not sold". More statistical standards refer to AliExpress turnover statistical assessment instructions not to sell
Q: How is the 5-day internet rate calculated?
Answer: 5-day internet rate indicator: the number of orders that have been shipped in the past 30 days and (Logistics internet time-successful payment (risk control review successful) time is less than or equal to 5 days / (successful payment in the past 30 days (risk control review successful) Orders-the number of orders cancelled successfully/overdue), exclude orders that are not evaluated. During National Day and Chinese New Year holidays, the evaluation period will generally be postponed for 7 days, depending on the platform's Spring Festival and National Day announcements. For example: Internet access rate in October 2022 Data, orders generated on October 1, 2022, National Day holiday from 1-7, postponed for 7 days, starting from October 8th.
Q: Fill in multiple logistics waybill numbers for the same order, and one of the logistics waybill numbers fails to have logistics online information within 5 days, then does this order count as 5 days online?
Answer: The same order fills in multiple logistics waybill numbers. Only if all the waybill numbers have logistics online information within 5 days can they be regarded as online orders within 5 days.
Q: The first time an order uses the logistics order number A to fill in the delivery notice, and then it is modified to the logistics order number B, how is the 5-day internet rate calculated?
A: It is recommended that the merchant modify the logistics waybill number before the end of the stocking period, that is, please complete the modification of the logistics waybill number before the start of the online rate assessment.
Question: The product category can be set up> 7 days stocking period. Is the order assessment subject to the actual stocking period set for the product, or to the stocking period of the product category?
Answer: The current custom category, that is, orders with a stocking period> 7 days will not be assessed for the 5-day internet rate. The actual stocking period of the product shall prevail. If the stocking period of the product is set ≤ 7 days, your order is also Will be counted. More rules refer to AliExpress orders online rate rules take effect
Question: When will the merchants in the apparel industry begin to assess the 72-hour Internet access rate? Why is it different from other businesses?
Answer: I hope that merchants can continue to improve their service capabilities, and the platform will adjust the rules in a timely manner based on the operating conditions. Thank you for your support and trust. The major categories of store operations are: jewelry and watches (including fine jewelry), clothing, wedding dresses, luggage and footwear, sports and entertainment (including electric scooters), the first assessment from December 27, 2021 to January 26, 22 Period, assess the 5-day Internet rate. From January 27, 2022 to February 26, 2022 and the subsequent evaluation period, the 72-hour Internet access rate will be evaluated.
Question: How to understand the dispute of non-receipt of goods?
Answer: The buyer has filed a refund order because the goods have not been received. The scenarios include the goods are still in transit, sent to the wrong address and customs detention, logistics returned the package, the waybill number cannot be queried for logistics information, etc., and the buyer takes the initiative to withdraw the return The order of the payment is not included in the assessment.
Three, store product quality assessment indicators
Assessment index | Assessment cycle | Description of applicable business categories | Assessment criteria | Penalty content | ||
Dispute rate of goods not to board | Nearly 30 days on the 27th of each month | Business categories: jewelry and watches, clothing and apparel, wedding dresses, luggage and shoes, sports and entertainment | General violation | No less than 5 disputes about goods not on board | 5%≤Product mismatch dispute rate＜20% | 2 points deducted, warning |
Serious violation | No less than 5 disputes about goods not on board | 20%≤goods mismatch dispute rate＜50% | 12 points are deducted and account is frozen for 7 days | |||
Especially serious | No less than 5 disputes about goods not on board | Dispute rate of wrong version of goods ≥50% | Permanently freeze account | |||
Other business categories | General violation | No less than 5 disputes about goods not on board | 10%≤Goods mismatched version dispute rate＜20% | 2 points deducted, warning | ||
Serious violation | No less than 5 disputes about goods not on board | 20%≤goods mismatch dispute rate＜50% | 12 points are deducted and account is frozen for 7 days | |||
Especially serious | No less than 5 disputes about goods not on board | Dispute rate of wrong version of goods ≥50% | Permanently freeze account | |||
30-day favorable rate | Nearly 30 days on the 27th of each month | All categories | General violation | Number of positive reviews, no less than 5 | 65%＜praise rate≤80% | 2 points deducted, warning |
Serious violation | Number of positive reviews, no less than 5 | 50%＜praise rate＜=65% | 12 points are deducted and account is frozen for 7 days | |||
Especially serious | Number of positive reviews, no less than 5 | Favorable rate＜=50% | Permanently freeze account | |||
Store DSR product description points | Nearly 30 days on the 27th of each month | All categories | General violation | DSR evaluation amount, no less than 5 | 3.5 points＜product description points＜=4 points | 2 points deducted, warning |
Serious violation | DSR evaluation amount, no less than 5 | 3 points＜product description points＜=3.5 points | 12 points are deducted and account is frozen for 7 days | |||
Especially serious | DSR evaluation amount, no less than 5 | Commodity description points <= 3 points | Permanently freeze account | |||
FAQ
Q: What kind of disputes belong to the wrong version?
A: The product received by the buyer does not match the description or promise of the product by the seller when the transaction is concluded, in terms of the size, model, material, style, function, and craftsmanship of the product. Sending an empty package also belongs to the wrong version.
Q: In the evaluation of praise rate, what is the buyer's score, which can be regarded as the favorable score?
A: In the buyer's rating, 1 and 2 are bad ratings, 3 is medium ratings, 4 and 5 are good ratings. The calculation method of the praise rate is (4 points evaluation amount + 5 points evaluation amount) ÷ (1 point evaluation amount + 2 points evaluation amount + 4 points evaluation amount + 5 points evaluation amount), 3 points evaluation amount is not counted.
Q: Does the buyer's rating of logistics and services affect the evaluation of the praise rate and DSR-product description?
A: No effect.
Q: Will there be an exemption policy for the dispute rate of the wrong goods? In the past, Worry-Free Logistics was exempt from liability for posting the wrong order.
A: If you submit a dispute about the wrong version of the product due to a malicious buyer, please submit a report of the malicious buyer in the merchant backstage.
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