notice of rectification of disputes over the damage of the aliexpress platform

 notice of rectification of disputes over the damage of the aliexpress platform

announcement date: january 8, 2020

dear aliexpress seller,

with the continuous development and upgrading of the platform, we hope that sellers will pay more and more attention to the consumer full-link shopping experience, of which product quality is the core factor affecting the consumer shopping experience, and indicators such as the initiation rate of disputes over the wrong version of the goods are also a key indicator to measure the quality of goods.

at the same time, the damage dispute is part of the dispute rate of the wrong version of the goods, and the damage problem in some industries is particularly prominent, especially in the beauty and health, toys, jewelry and jewelry industries; through the platform data and the overall investigation, it is found that some of the damage problems are caused by improper packaging when the merchant ships, such as using only a paper bag, without any bubbles or foam and other buffers, resulting in the package can not resist the violence of logistics for a long time, resulting in damage disputes.

in order to reduce the damage dispute rate of the above industries and the overall dispute rate of goods not in the version, and improve the consumer shopping experience, in view of the damage problems in the above industries, the platform will begin the first round of key governance (follow-up damage treatment in other industries will also be carried out one after another), the specific plan is:

1. rectify the packaging within the time limit: all merchants in the above industries should optimize and upgrade the packaging within one month to avoid damage disputes caused by improper packaging. for details, please refer to the following packaging examples (bubble + tape as a buffer), which not only reduces the cost of packaging, but also can effectively resist the violence of logistics and transportation, thereby reducing the damage rate (if you have a better packaging method, you can also adjust it yourself):

2. rectification period: within one month from the date of issuance of the announcement

3. overdue (one month after the date of announcement) has not been rectified or there are still damage disputes due to improper packaging:

(1) if the damage dispute that occurs after the rectification period is determined by the platform to be caused by improper packaging, the disputed order involved will no longer enjoy the after-sales treasure, and the merchant shall bear the responsibility for refund.

criteria for judging improper packaging: only one layer of packaging in a paper bag or carton, no other buffers, can not resist logistics violence, resulting in damage.

cases of improper packaging: bag only, no buffer

(2) after the rectification period, if the overall indicators of the goods of some merchants or products do not improve in any way, the platform will make penalties such as search and reduction of the merchants or products involved in accordance with the rules of the platform (the relevant seller rules will take effect on february 8, 2020).

 

FAQ：

1. q: the packaging of my store goods is very strong, but there will still be damage, basically due to excessive violence in logistics and transportation, how will the platform deal with it?

a: if the merchant's product packaging has been made very strong or has cushions such as bubbles, but there is still a damage dispute, the platform will not punish the disputed order involved (still refunded by the after-sales treasure). at the same time, the platform will continue to promote the improvement and upgrading of logistics, help merchants reduce logistics costs, and enhance the consumer shopping experience.

2. q: how does the platform determine whether the damage is due to logistics or improper packaging by the merchant?

a: the damage problem is indeed caused by logistics and packaging, etc. if the platform finds that the seller has done its best to do a good job in packaging, strong and buffered, the platform will not punish the disputed order involved (still refunded by the after-sales treasure).

3. q: i don't know what kind of packaging method can reduce or not increase logistics costs, but also reduce the rate of damage disputes, does the platform have any good suggestions?

a: the platform found through data that for small goods, the use of bubbles + tape (as shown in the announcement) will not increase logistics costs and can effectively reduce the damage rate; for large goods, it is recommended that you actively expand overseas warehouse services, reduce logistics costs and reduce damage rates. you can also communicate with your fellow sellers to get more good packaging suggestions.

4. q: if the damage caused by the buyer is not caused by the logistics reason, nor is it caused by improper packaging, how will the platform deal with it?

a: the platform will strengthen the review of malicious orders, if the buyer causes damage, the platform will not punish the disputed order involved (still refunded by the after-sales treasure)

 

aliexpress