Introduction to the new version of the product mismatch dispute
1. Response rules and screenshots
【Consultation period】
1. Introduction to overall response rules
Both buyers and sellers can respond, modify the plan, modify the amount, and submit evidence
Response rules:
① If agreed, follow the current plan;
②If you refuse, refuse a plan and amount-wait for the other party to respond in a loop;
③The arbitration is not reached within 5 days;
Rules of proof:
You can submit proofs countless times, choose at least one of pictures, videos, and texts
Applicable orders:
Common disputes: all orders
Disputes on after-sales treasure: ①The negotiation function is activated; ②The scope of after-sale treasure is not satisfied (the buyer’s personal reasons)
Worry-free return disputes: ①The buyer requests only a refund; ②The buyer requests a refund but does not belong to the worry-free return dispute scenario: the brand does not match the description, the shelf life issue, the product is missed, damaged, etc.
(Will enter after-sales treasure, 4PL, ordinary dispute negotiation or platform intervention first, if the final plan is to return the goods, then return to worry-free return)
Negotiation rules:
There is no consensus during the negotiation period, and the arbitration is increased: ①After-sales treasure order negotiation period: 3 days; ②Other order negotiation period: 5 days
2. Introduction to operation links
2.1 When the buyer proposes a dispute plan and waits for the seller to respond:
①If you agree, follow the current plan; ②If you refuse, see below↓
2.2 When the seller clicks [Reject and provide a new solution]:
①Refund only: enter the refund amount;
②Returns and refunds: the seller must specify a return address, if there is no return address, one must be set first
③No refund: new function
Rules of proof:
Choose at least one of pictures, videos, and text
2.3 I have responded to the dispute and wait for the buyer to respond:
Enter the response loop, the seller has no operation button, you need to wait for the seller to respond, and then return to [Waiting for the seller to respond] before you can respond again
2.4 When the seller responds overtime:
①No response has been made, and the buyer will be refunded automatically if the response timed out;
②After responding, the response timeout will automatically raise the process to platform arbitration
【Arbitration Period】
1. Overall response rules:
① The buyer and seller can still respond to each other's plan before the platform has given a plan;
②After the platform gives a plan, the seller can only respond to the platform plan, and can no longer respond to the negotiation period plan;
③The buyers and sellers can see each other's evidence;
Rules of proof:
Picture or video must be selected, text must be selected
Other logic:
Ordinary/Worry-free Retirement Disputes:
①Each time the platform gives a plan, it can only respond once;
②All plans of the platform can be rejected (new plan and refund amount need to be entered: plan 1 or plan 2 of the platform can also be agreed;
Disputes over after-sale treasures:
Seller cannot respond
2. Key introduction of operation links
2.1 Before the platform provides a plan, the buyer and the seller can still respond to each other's plan
2.2 After the platform gives a plan, the seller can only respond to the platform plan, and can no longer respond to the negotiation period plan
2.3 When the final plan of the platform arbitration is [return and refund]:
The seller needs to specify a return address to the buyer within 3 days . If the seller does not set it within 3 days, the system will try to get the latest updated English return address under the main sub-account . If not, only the refund will be closed.
【Return/Refund Period】
1. Overall introduction
Return rules:
①Buyer's delivery timeout → Loan to the merchant
②The merchant cannot operate "abandoning the return", and it can only "abandon the receipt" when the state is [waiting for the seller to confirm receipt]
③If it is a worry-free return guarantee order or a rookie overseas warehouse free return order, the system will automatically generate a return order number. After the buyer returns the goods and has the logistics collection information, the system will automatically enter the state of [waiting for the seller to confirm receipt]
Receiving rules:
①Confirm receipt and agree to refund → refund to buyer
②Rising arbitration → platform intervention
③Abandon the receipt → refund to the buyer
As the seller did not rise in the confirmation of receipt within the limitation of arbitration, namely the timeout will refund to the buyer, and does not support the complaint
2. Key introduction of operation links
2.1 When waiting for the buyer to ship:
①Buyer's delivery timeout → Loan to the merchant
②The merchant cannot operate "abandoning the return", and it can only "abandon the receipt" when the state is [waiting for the seller to confirm receipt]
③If it is a worry-free return guarantee order or a rookie overseas warehouse free return order, the system will automatically generate a return order number. After the buyer returns the goods and has the logistics collection information, the system will automatically enter the state of [waiting for the seller to confirm receipt]
2.2 When waiting for the seller to confirm receipt:
①Confirm receipt and agree to refund=》Refund to buyer
②Rising Arbitration=》Platform Intervention
③Abandon receiving the goods=》Refund to the buyer
As the seller did not rise in the confirmation of receipt within the limitation of arbitration, namely the timeout will refund to the buyer, and does not support the complaint
New and offline function points
1. Newly added in-site letter notification of dispute status
At the following time, the platform system will send an internal letter to the seller.
Notification method : station letter (system message)
Time of sending :
- Negotiation-buyer initiates a dispute
- Negotiation-Buyer submits new proposal
- Negotiation-Buyer agrees to the plan
- Negotiation-there are still 2 days until the seller does not respond to the timeout refund
- Negotiation-timeout rise arbitration
- Arbitration-remind the seller to provide evidence/response plan
- Arbitration-platform solution reached
- Return pre-processing-seller supplements return address
- Return stage-there are 3 days before the seller confirms the return timeout
- Dispute over (closed by arbitration)
2. Message function for offline disputes
FAQ
Q: Why is there no [Worry-Free Return Guarantee Plan Order] for orders that have paid premiums/Why does the buyer-initiated return order for Worry-Free Return without direct return need to be negotiated?
Answer: If the cause of the dispute is not within the scope of the worry-free return guarantee, you will be asked to negotiate with the buyer whether you want to return the product. If the final dispute plan is [Return], in order to protect the consumer's "Free Return" mind, we will still provide The free face-to-face order allows consumers to send the goods to Baosi warehouse.
After receiving the goods, the insurance company warehouse will settle the claims according to the scope of protection. The following situations are not covered by the AE worry-free return guarantee:
(1) The buyer's request is only a refund (no return), or only a refund (no return) is judged by the platform;
(2) Circumstances where the buyer is deemed to have not received the goods, or received the goods as empty packages, and missed the delivery (limited to the missed delivery part);
(3) Circumstances where the buyer received the goods and was deemed to be fake, infringing, brand inconsistency, incorrect version, received the wrong product, expired (the buyer’s return time expired), second-hand goods, smuggled, contraband;
(4) When the buyer receives the goods, it is deemed to be damaged, the product function cannot be used normally, or other situations that do not conform to "consistent and intact, and do not affect secondary sales".
Q: Why are some orders in the new version and some orders in the old version?
Answer: The dispute resolution is currently being upgraded, and the order will be gradually upgraded to the new version. Please wait patiently.
Q: Why do I need to submit an address for return orders?
Answer: You need to specify a return address to the buyer within 3 days, otherwise the system will refund the buyer.
In order to help the seller avoid losses, if the seller does not specify a return address within 3 days, the system will try to get the newly created one from the seller’s return address to the buyer, and refund the buyer if it is not available.
Q: Why can’t I operate "Abandon Return" when I am [waiting for buyer to return]?
Answer: At present, you need to "abandon receiving the goods" in the state of [waiting for the seller to confirm receipt], please be aware.
[Worry-free return guarantee] Introduction to the upgraded version
[Worry-free Refund Protection Plan] Announcement
7.26 The Free Return guarantee plan will be upgraded on July 29. Please click here to view the announcement
[Core upgrade points]
① Covering countries: from 16 countries to 24 countries, adding Chile, Japan, Ukraine, Mexico, Belgium, Czech Republic, Portugal, and Switzerland;
② Upgrade of the return experience: online generation of a logistics statement, the seller of the return node is visible, and the return is abnormal (damage, packet loss, overtime), and the insurance company will review and settle the claim;
③ Payment experience upgrade: unified use of domestic Alipay to pay premiums and collect claims, and reconciliation is simple and worry-free;
④ Plan integration: AE Worry-Free (24 countries version) and AE Plus (Russia version only) are combined into one plan.
Note: After the new version is upgraded, the current rate will be maintained. Orders before the upgrade will be insured and claimed in accordance with the original rules. Please rest assured!
【Overall plan】
① On July 29, the new version of Worry-Free Retirement was officially released, and the old version of the application portal was offline;
② From July 29th to December 30th, 2 months are reserved for the merchant to upgrade the new version of the worry-free return;
③ On December 30 , the old version of the insurance entry was officially closed, and subsequent orders from stores that have not been upgraded will no longer be guaranteed.
[Matters to be prepared]
① If you are a stock customer (the old version of Worry-Free Refund has been activated): After opening on July 29, you can directly enter the Worry-Free Refund page for "one-click upgrade"
② If you are a new customer (the old version of Worry-Free Retire has not been activated yet): After the opening on July 29, you can directly apply for the new version on the Worry-Free Retire page
[Worry-free Retirement Protection Plan] Definition
Worry-free return ( as Free the Return ) is Ali Baba Alliance Insurance agencies AliExpress platform businesses launched a full line of insurance services designed to solve the problem of cross-border business due to logistics problems can not provide a local return, through the provision of local warehouse to the buyer States The return address enables free local return of goods, enhances buyers’ buying experience, and reduces merchants’ after-sales costs.
Merchants and products participating in the Worry-Free Return Guarantee Program have the "Free Return" service mark ( click here to view ). When a buyer purchases a product with this service mark, we will provide the buyer with no reason for 15 days after receiving the goods. Return service.
[Worry-free Retirement Guarantee Plan] Upgrade Points
Upgrade content
Service insurance company change: unified change to Pacific Property Insurance Co., Ltd.
Expansion of coverage countries: Combining the original Worry-Free Retirement and Worry-Free Retirement A+ (Russia Plan), the coverage of countries increased from 16 to 24, and Chile, Ukraine, Japan, Mexico, Belgium, Czech Republic, Switzerland, and Portugal were added.
Upgrade of return service: 1) Generate a logistics invoice online; 2) The return node page is visible; 3) Abnormal return (damage, packet loss, postponement)
Payment experience upgrade: unified use of domestic Alipay to collect premiums and collect claims, making reconciliation easier and more worry-free
Differential pricing: In the future, differentiated pricing will be gradually promoted, and the pricing will be more reasonable. The specific launch time is to be determined
[Worry-free Retirement Protection Plan] Scope of Participation
Covered merchants: self-registration
Covered categories: Except for custom-made/underwear/food/adult products/virtual/second-hand goods, etc.
Starting from November 26, 2021, China time, the new version of Worry-Free Retirement coverage will add 187 leaf categories, click here to view
Covered countries: Russia, the United States, Spain, France, Brazil, the Netherlands, Israel, Poland, the United Kingdom, South Korea, Germany, Italy, Canada, Australia, Saudi Arabia, the United Arab Emirates
New countries: Chile, Ukraine, Japan, Mexico, Belgium, Czech Republic, Switzerland, Portugal
[Worry-free Refund Protection Plan] Charged Claims
Other considerations:
① Insurance and premium collection: when the order is declared for delivery on the AliExpress platform, the insurance will be insured and charged;
② Claim settlement and payment of indemnity: After the buyer returns the goods, the insurance company settles the claim after the goods are put into the warehouse and the quality inspection is completed;
③ Payment account: The payment of premiums and the collection of indemnities are all carried out through the Alipay account bound to the merchant;
④ Regarding currency conversion: Insuring and claim settlement, if foreign currencies are involved, the official bank price (middle price) of the Bank of China will be executed on the first day of the month at the time of shipment.
[Worry-free Retirement Protection Plan] Use Steps
[Worry-free Retirement Protection Plan] Frequently Asked Questions
【Exit and join related】
Q: I see a "Free Return" logo on the product page, what is that?
Answer: This is the logo that the product supports the worry-free return service, that is, the buyer who supports the purchase initiates a free local return for no reason within 15 days after receiving the product.
Q: How to apply to join the worry-free return protection plan?
Answer: You can sign up through the product-after-sales and service-worry-free return protection plan section (as shown in the screenshot below, for reference only).
You can also directly click here to sign up.
Q: If you join the Worry-Free Return Protection Plan, should you join in the store dimension? Will all products be added?
Answer: Joining the worry-free return protection plan is to join in the store dimension. After merchants sign up for the worry-free return protection plan, products in designated countries and categories will be added to the plan by default.
Q: Are there any benefits to participating in the Worry-Free Return Service?
Answer: Participating in the worry-free return service has the following benefits:
1) Exclusive traffic blessing: You can enjoy the exclusive label of " Free Retrun " immediately after opening , traffic blessing, exclusive field, let your products stand out;
2) Buyer’s rights upgrade: Buyers who purchase marked goods can enjoy 15 days of unreasonable return rights, and the goods will be returned to the domestic warehouse for free, making your after-sales simple and worry-free
3) Seller collection protection: First-line insurance company risk protection, buyers return goods through quality inspection, and merchants get full compensation without fear of risk
4) Priority in marketing activities: Special promotion for special return services, with multi-channel resource positions for good goods and new products, as well as other irregular resource positions such as industry marketing pits, exclusive floors for daily promotion return services.
Q: Can I choose the products/countries that participate in the worry-free return service?
Answer: The worry-free return service only supports participation in specific countries and categories.
Q: Do I need overseas warehouses to participate in the worry-free back-off protection plan?
Answer: No need. After participating in the service, buyers can directly return the goods locally to a third-party local warehouse that cooperates with AliExpress.
Q: I have signed up for the worry-free return service, why can't I see this logo?
Answer: Please confirm that the product category and country are within the coverage, and if you have just joined the worry-free return protection plan, there will be a 2-3 days delay in marking. Please wait patiently.
Q: Can I withdraw after joining the Worry-Free Return Service? How to quit?
Answer: You can directly apply for withdrawal in the upper right corner of the "Service Overview" on the Worry-Free Return Protection Plan page, and click the "Settings>Exit Worry-Free Return Protection Plan" button. The withdrawal application will take effect within 5 natural days, and 30 after the successful withdrawal Only days before you can apply to join again.
Reminder: At present, AliExpress does not support countries that choose to participate in the Worry-Free Return Guarantee Program, that is, after opt-out, it will withdraw from all the 24 countries covered.
Q: How to calculate the filing rate of order disputes for worry-free refunds?
Answer: The rate of disputes is the same as that of other orders.
For example, if the buyer initiates a return caused by the buyer's personal reasons, such as:'the buyer placed the wrong order','the buyer's reason I found a cheaper','the buyer's reason I don't need' the dispute The reason is not included in the calculation of the dispute rate; if the cause of the dispute initiated by the buyer is'color inconsistency', it is included in the calculation of the dispute rate.
Q: Where can I view the worry-free return guarantee order?
Answer: You can view or download the service details of the Worry-Free Return Protection Plan in the "Historical Policy List" of the Worry-Free Return Protection Plan section.
[Premium fee collection related]
Q: How is the premium calculated?
Answer: For orders generated by buyers in 24 countries covered by the country’s worry-free return protection plan, after the seller has shipped all the goods, the premium will be deducted according to the formula of payment amount × premium rate (from the bound domestic Alipay account system Automatic deduction).
*If your store’s main products are all products with a value greater than US$1,000/RMB 6,000, you need to consider whether the payment limit can cover the order cost, and choose whether to participate in the plan as appropriate.
Q: Is the premium charged for every payment? Or is it only charged for returned orders?
Answer: Orders generated by buyers in 24 countries covered by the country's worry-free return guarantee plan will be automatically deducted after the seller has shipped them, regardless of whether the buyer initiates a dispute after receiving the goods.
Q: When is the premium charged?
Answer: After you confirm all shipments, the system will automatically collect it from your AliExpress fund collection account. Charge by bill.
Q: What is the premium rate?
Answer: Currently, the average rate is currently 1.3%. In the future, the fee rate will be adjusted according to your transaction performance every quarter, and the adjusted fee rate will fluctuate in the range of 0.6%-2.6%, which is subject to the display on the AliExpress page.
Reminder: The rate is calculated based on multi-dimensional big data calculations based on the store's dynamic operating data, credit data, combined with the industry's operating data, and uses differentiated risk pricing. Different merchants will have different rates and dynamically adjust them. The better the store, the lower the rate.
Q: Where can I see the premium payment details?
You can view the details of your premium payment and the collection of claims through the following path:
1) Worry-free return management page: "My AliExpress> Commodities> After-sales and Services> Worry-free Return Protection Plan" section of the "historical policy list" to view accumulated premiums paid, claims received, current arrears, And the details of each order;
2) Bound Alipay account: "My>Bills", check the premium payment and claim payment status during the corresponding period. In the case of multiple products under one order, each product is separately insured and claimed. Therefore, you may see multiple records of premium payment and claim payment with the same remark name. The corresponding amount is the amount of each product under the order:
Corresponding to the counterparty "China Pacific Property Insurance Co., Ltd.";
Remarks for deduction of premium "AE worry-free refund-insurance premium-policy number-order number";
Remarks for the payment of the claim "AE Worry-free Refund_Insurance Claim_Insurance Policy Number_Order Number".
Q: How to check the outstanding premium and repayment?
Answer: For the new version of Worry-Free Return, the insurance company will insure the order after the order is shipped, and deduct the premium from the bound domestic Alipay account. If the balance in the corresponding Alipay account is insufficient, it will affect the insurance and claim settlement of the related order ; If the arrears are too long, a reminder will be arranged or even the service will be terminated.
You can check whether you are in arrears and the amount owed on the worry-free return management page "My AliExpress> Products> After-sales and Service>Worry-free Return Protection Plan". If the corresponding Alipay balance is insufficient, you need to recharge the Alipay in time to prepare for deduction.
[Compensation refund related]
Q: After the buyer successfully returns the goods, how much compensation can I get?
Answer: Compensation (RMB) = Amount actually paid by the buyer (USD) * US dollar to RMB exchange rate (the exchange rate is based on the data on the Bank of China's official website on the 1st of each month).
The actual payment does not include any form of store coupons and shipping, nor does it include taxes and fees that buyers must bear (such as consumption taxes in some states in the United States). The compensation will be automatically credited to your bound domestic Alipay account after the return order is completed.
For example, the seller’s premium rate is 1.3%, product A (priced at US$100) participates in the worry-free return protection plan, and product B (priced at US$50) does not participate in the worry-free return protection plan, and the buyer places an order for 1 product A and For a product B, the seller sets a shipping fee of 30 US dollars and a store coupon of 10 US dollars. The buyer is not charged with consumption tax. The seller actually pays a worry-free return premium = 100 US dollars * 1.3%. The buyer initiates a return application for product A and product B, A returns the product to the local return address, and B returns the product to the seller's return address in China. After the buyer successfully returns the product, the seller's actual compensation (RMB) = 100 US dollars * US dollars Exchange rate against RMB (the exchange rate is based on the Bank of China official website data on the 1st of each month).
Q: I see that the order has been refunded, when will the compensation be paid to me?
Answer: After the order is executed and refunded, the seller will generally be paid within 5 working days. You can check it in your bound domestic Alipay account.
Q: I see that the order has been refunded, where can I check the compensation payment?
Answer: You can check it in your bound domestic Alipay account.
If you have any questions, please call the customer service hotline 95188-9 for consultation. The manual customer service hours are 8:00-24:00 every day.
Q: The buyer has initiated a return and I see that it is waiting for the platform to process. When will the process be completed?
Answer: We will generally review the buyer's return request within 48 hours, and the maximum time is 96 hours. If we support the buyer's return request, the page will prompt the buyer to operate the return. After we receive the buyer's return and check that there is no abnormality, we will end the dispute and execute the refund. At the same time, the RMB compensation will be credited to your domestic Alipay account. For insurance-related issues (insurance, returns, claims, etc.), you can call the insurance company’s hotline: 0755-22692741 , and the labor time is 10:00-17:00 on working days
Question: Does the buyer return the goods that means that I can get the compensation in the domestic Alipay account?
Answer: No.
1) If the buyer initiates a 15-day unreasonable return, a refund will be made on the premise that the buyer's return of the product does not affect the second sale, and the seller will be compensated at the same time;
2) If the buyer initiates a return with a reason, the buyer will support the refund when there is no abnormality in the return of the product, and indemnify the seller at the same time;
3) If the buyer returns an empty package, buy A and return B (for example, buy a mobile phone to return a mobile phone case), etc., it is an abnormal return, the package will be returned and the case will be refunded 0, and the order amount will be directly released to the seller for processing.
Q: Why hasn't the compensation for this order arrived yet?
Answer: Generally, it takes 3 working days after the warehouse receives the buyer's return package. Please check the return flow information first. If it has been more than 3 working days, for insurance-related issues (insurance, returns, claims, etc.), you can call the insurance company's hotline: 0755-22692741, and the labor time is 10:00-17:00 on working days.
Q: For the order dispute of the Worry-Free Return Protection Program, after the buyer returns the goods to the warehouse, will the platform return the products returned by the buyer to the seller?
Answer: No.
After the merchant joins the worry-free return protection plan, the buyer can return the goods with free shipping within 15 days after receiving the relevant goods. After the warehouse confirms that the return is normal, the buyer will be refunded for the order dispute, and the system will initiate a compensation to the seller. The goods will remain in the warehouse, and the merchant will receive compensation in the form of insurance compensation in the bound domestic Alipay account according to the compensation standard.
Q: If the goods will not be returned to the merchant, why is there such a display on the dispute page?
Answer: Please ignore the text after the reminder first, and the display of the dispute details page will be optimized afterwards.
[Linked Alipay account related]
Q: Are there any requirements for the Alipay account to be filled in to join the service? Is the requirement a corporate Alipay or legal person Alipay account?
Answer: In order to avoid payment failure and affect insurance, claims and follow-up services, it is recommended to bind a domestic Alipay account with normal status, daily use, and sufficient balance. There is no restriction on corporate Alipay account or personal Alipay account, but you need to pay attention to account changes in time .
[Hot] Q: After I bind my Alipay account, where can I check or modify it?
Answer: You can view or change your Alipay account in the upper right corner of the "Service Overview" in the Enter the Worry-Free Refund Management page, click "Settings> Alipay Account Change". Once Alipay is successfully modified, the subsequent premium deductions and claims payment collection will be carried out through the new Alipay account. It is recommended that you exercise caution when making changes and ensure that you have obtained full authorization from the company!
Note: Currently, the modification of the Alipay binding account is not supported, and it will be launched in September.
[Buyer related questions]
Q: How can a buyer initiate a free return?
Answer: If the buyer wants to enjoy the free local return service, it is recommended that the buyer initiate a return and refund request within 15 days after receiving the goods and select "Return Goods":
1) If the buyer returns the product for no reason, you can choose'Wrong order for buyer's reason','Buyer's reason I find a cheaper one','Buyer's reason I don't need' as the cause of the dispute, that is, local return without reason ；
2) If the buyer has a reason to return the product, the buyer can choose the corresponding dispute reason to initiate a return application based on the real product problem. Among them, fake goods, empty parcels, short packages, buy A and B are not covered by the free local return service guarantee.
Q: Can an order be returned multiple times for free?
Answer: No, you can only enjoy it once:
1) If multiple return requests need to be initiated under an order and all have the Free Return logo, it is recommended that the buyer return the goods in a package and enjoy the free return service;
2) If the goods are returned separately, only the first return can enjoy a free return, and the rest of the orders can still enjoy the local return service, and the return freight will be borne by the buyer.
Q: What should I do if the buyer fills in the wrong return order number?
Answer: Each order can only enjoy the Free Return service once. After the buyer enters the return process, the system will automatically generate a prepaid return electronic form to the buyer, and the return form number will be automatically recorded on the order return page. If the buyer chooses self-mailing and manually fills in the return order number manually, the dispute will automatically rise to arbitration 15 days after the buyer fills in it. Please advise the buyer to actively respond to the dispute and provide the correct returned logistics order number.
[Hot] Q: Who will bear the return shipping cost of the worry-free return guarantee?
Answer: For an order with worry-free return guarantee, the buyer can enjoy a free local return, and the return shipping fee will be borne by the third-party service provider. If the buyer initiates multiple returns under a single order, the buyer can be advised to return the goods in a package, and the buyer can still enjoy free local returns. Under the Free Return dispute, the buyer only needs to confirm to use the free return service, and then they can see the return order/return code. The buyer can return the goods at the designated return location, no other operations are required, but the others go to Free Return Under the return process of, even if the buyer returns the goods in a package, the buyer still needs to go back to the dispute page and fill in the return information, including the return order number and the return flow company. If it is not filled in for more than 5 days, the default buyer return timeout 0 return payment.
If the buyer initiates a return under the same order after enjoying a free local return, the buyer no longer enjoys the free local return, but can still enjoy the local return service, and the return shipping fee shall be borne by the buyer.
Q: How can I reduce the buyer's return rate?
Answer: We cannot prevent buyers from initiating return applications, especially for unreasonable returns. In order to reduce the return rate of buyers, it is recommended that you guarantee the quality of the products that participate in the worry-free return service to improve buyer satisfaction.
Q: The buyer has actually returned the goods to the warehouse, but the dispute was judged to be 0 refund; or the buyer actually returned 10 pieces, but only received a refund of 8 pieces; the buyer came and asked me for money, I What to do
Answer: Please give priority to guiding consumers to click "Help-Customer Service" at the top of AliExpress homepage to enter the help center and contact the buyer's customer service in the corresponding language, and provide the order number and return slip (return order number). If consumers strongly refuse to contact AliExpress customer service, please contact the merchant Xiaohe Online to help consumers feedback the problem and provide the order number and return slip (return order number).
Q: Why is there no response when I click the button to give up and return?
Answer: For the orders of worry-free local return, the return is required to be returned to a third-party warehouse, and the operation to abandon the return is not supported.
Q: How long is the free return period for the buyer?
Answer: Worry-free free returns The return time for buyers after opening the return process is: "5+15" days:
1) 5 means that the buyer needs to click the button online within 5 days to get the free return form/return code (the countdown for the buyer to respond to the return on the dispute page is 5 days, and the dispute status at this time is waiting for the buyer to return);
2) 15 means that after the buyer clicks to get the free return slip/return code, the order status will be updated from waiting for the buyer’s return to waiting to receive the buyer’s return, that is, the buyer needs to get the free return slip/return code after Complete the return as soon as possible within 15 days. The 15 days here includes the time for the actual buyer to return the goods, the time for the package to arrive at the third-party local warehouse, and the time for the local warehouse to unpack and inspect.
[Hot] Q: How to send the goods after the buyer has returned the goods for review?
Answer: After the buyer's return is approved, an order can enjoy a free return to the home country's warehouse. specific:
(1) Door-to-door collection: Mexico, Ukraine, Czech Republic, Switzerland, Chile, Japan, UAE, Saudi Arabia, and South Korea will use door-to-door collection. After the return is approved, the buyer needs to download and print the barcode and paste it on the package; wait for the courier to contact the door to pick up the package.
(2) Buyer self-delivery: The buyer self-delivery method will be adopted in other countries. Buyers need to download the logistics statement and paste it on the package, and send it to the nearest express outlet.
Attachment 1: Logistics service providers in various countries ( click here to download the form )
Attachment 2: Details of the return location of each country ( click here to download the form )
【After-sales treasure
order dispute negotiation】Function introduction
·
【After-sales treasure negotiation function】Online background
Since the
after-sales treasure service was launched in 2016, it has not only ensured the
consumer experience, but also saved a lot of after-sales manpower and
compensation costs for merchants. However, after receiving feedback from
various channels, merchants have strong demands: they hope that the products
covered by the after-sales treasure Disputes between goods and the board can
have the opportunity to negotiate with buyers to resolve disputes, better
maintain customer relationships, and reduce the rate of disputes. After
comprehensively considering the buyer's experience, the platform decided to
open all after-sales treasure category negotiation items. The negotiation
period is 3 days. Orders under the worry-free return guarantee plan do not need
to go through this negotiation process.
A. After-sales
treasure dispute orders agreed upon will not be included in the initiation rate
of product non-compliance disputes. Based on the buyer's portrait and
background, you can actively negotiate with the buyer through your
professionalism to better solve the buyer's problem , Reduce the dispute rate. If
there is a consensus and a refund is involved, the merchant needs to bear it;
B. If the
negotiation is inconsistent, the dispute will automatically go to arbitration
after 3 days, and the platform will still handle the business on behalf of the
merchant and assume the corresponding refund. At this time, the merchant does
not respond to the entrance.
[After-sales
treasure negotiation function] Order dispute settlement process
【After-sales treasure negotiation function】Video explanation
【After-sales treasure negotiation function】Entrance: 【Products】-【After-sales and
service】-【After-sale treasure dispute order negotiation function】, or click here to join
[After-sales
treasure category] The currently open industries include: jewelry, watches,
clothing, home furnishing, wigs, toys, lamps, beauty and health, maternal and
child, electronic components, special categories, office stationery, jewelry
accessories, automobiles and motorcycles Accessories, communications and
accessories, some categories of Phone & Accessories, luggage, wigs,
self-operated categories, travel and vouchers, as well as tools, home
improvement (hardware), sports and entertainment, computer and office, consumer
electronics and other industries Category.
[After-sales
treasure negotiation function] and the difference between worry-free return
guarantee
The
after-sales treasure negotiation plan is a function of dispute negotiation for
after-sales treasure orders.
The Worry-Free Return Protection Plan (Free Return) is a full online
insurance service launched by Alibaba's joint insurance agency for AliExpress
platform merchants. It aims to solve the problem of cross-border merchants
unable to provide local returns due to logistics issues. The local warehouse is
the return address, realizing free local return of the goods, improving the
buyer's purchase experience, and reducing the merchant's after-sales cost. After
merchants have joined the worry-free return protection plan, for worry-free
return orders, the buyer will return the goods to the designated warehouse on
the local platform within 15 days after receiving the relevant goods. If
the warehouse confirms that there is no abnormality in the return, the order
dispute will be refunded to the buyer, and the system will initiate
compensation to the seller. The goods
will remain in the warehouse, and the merchant will receive compensation in the
form of insurance compensation in the bound domestic Alipay account according
to the compensation standard.
7.29 Upgraded version to participate in the entrance, click here to enter . For
detailed introduction, click here to view .
How do you understand the sentence "after-sales
treasure order platform will replace the seller in processing"?
·
Refers to
the after-sales treasure industry's orders that have caused disputes of'goods
not correct version', which will be directly verified and handled by the
platform without the seller's own handling (fake goods, short-packs and other
disputes still require the seller to provide evidence).
If the buyer raises a dispute of "not received the goods", the seller
still needs to deal with it by himself, that is: after the buyer raises a
refund, the seller shall accept or reject the dispute raised by the buyer
within 5 days after the buyer raises the dispute. If there is no response, the
system will automatically execute according to the refund amount proposed by
the buyer.
Warm reminder: The currently open industries
include: jewelry, watches, clothing, home furnishings, wigs, toys, lamps,
beauty and health, mothers and children, electronic components, special
categories, office stationery, jewelry accessories, auto and motorcycle parts,
communications And some categories of Phone & Accessories, luggage, wig
self-operated category, travel and vouchers, as well as some categories of
several industries such as tools, home improvement (hardware), sports and
entertainment, computer and office, consumer electronics.
What are the open categories of after-sale treasures?
·
With the
continuous improvement of international buyers, especially European and
American users, on product quality and after-sales service requirements, the
platform has successively provided "after-sales treasure" after-sales
service to relevant industry sellers.
The
currently open industries include: jewelry, watches, clothing, home
furnishings, wigs, toys, lamps, beauty and health, mothers and children,
electronic components, special categories, office stationery, jewelry
accessories, auto and motorcycle accessories, communications and accessories
Phone Some categories of & Accessories, self-operated categories of
luggage, wigs, travel and vouchers, and some categories of several industries
such as tools, home improvement (hardware), sports and entertainment, computer
and office, consumer electronics.
Warm reminder:
If the platform determines that the issue involved in the dispute is not
within the scope of after-sales treasure processing, you still need to
negotiate with the buyer to resolve it. Please pay attention to the dispute
email notification. That is: after the
buyer initiates a refund, please accept or reject the buyer's dispute within 5
days after the buyer initiates the dispute. If there is no response within the
time limit, the system will automatically execute the refund according to the
buyer's refund amount.
What does AE platform funding mean?
After-sales treasure disputes are directly involved in
the settlement of the platform. If the dispute shows that the AE platform
funded by the platform is refunded to the buyer, the order money is normally
released to the seller.
Why do I need to deal with after-sales treasure
disputes by myself?
Whether
the after-sales treasure order is handled by the platform or the seller itself
depends on the reason for the buyer's dispute . The details
are as follows (the processing rules of the after-sale treasure dispute
platform):
- Buyers '
disputes concerning "the product is not correct
version" are generally handled by the platform to intervene
for verification. However, if the platform determines that the issues
involved in the dispute are not within the scope of the after-sales
treasures (such as short-package, fake goods, etc.), then you still need
to negotiate with the buyer to resolve the dispute, and you need to pay
attention to the dispute email notification;
- If the
buyer raises a dispute of "not received the goods" ,
the seller still needs to deal with it by himself. After the buyer
initiates a refund, the seller needs to accept or reject the dispute
raised by the buyer within 5 days of the dispute.
- If the
buyer returns the goods for no reason/the buyer’s personal reasons raise
the dispute, it will go directly to the return process. The buyer's personal reasons include: the buyer
placed the wrong order, the buyer no longer needs the ordered product, the
buyer bought a lower-priced and high-quality product, and the logistics
method is inconsistent.
After-sales treasure disputes, who is responsible for
the refund?
- The
investor of Aftermarket is related to the cause of the dispute.
1.
If the dispute is an after-sales dispute on the board, it will be handled by
the platform without the seller's intervention. After the dispute is closed,
the dispute details interface will display "AE Platform
Contribution", which means that the refund is borne by the platform.
2. If the cause of the
dispute is a case of fake goods, short-wear, etc., the seller will be required
to intervene in the dispute. After the dispute is closed, the dispute details
interface will display "seller's contribution", which means that the
seller is responsible for the refund.
How to cancel after-sale treasure service
At present, the platform provides certain after-sales
support for some categories: once an order under a related category has a
dispute about the product version, the platform will handle the product version
dispute on your behalf. This type of dispute is an after-sales
dispute. Since the after-sales treasure is related to the category, the
after-sales treasure service cannot currently be retrieved by itself.
What should I do if I am not satisfied with the
handling of the after-sales treasure?
Hello seller! Please understand that after-sales
treasure (disputes in the after-sales treasure inconsistent with the scene of
the goods) aims to enhance the buyer's after-sales experience ①The refund of the after-sale treasure
case is borne by the platform, and we will determine the final solution based
on the comprehensive situation of the order, product and buyer , After-sales
treasure is not only based on evidence to pay the buyer, but also based on
【After-sales treasure】Important notice of new seller assessment
background:
In order to enhance the overall competitiveness and guarantee the buyer's experience, the platform will fund and provide "after-sale treasure service" for qualified sellers free of charge in the event that the buyer raises a dispute with the buyer for a specific product in order to improve the overall competitiveness and guarantee the buyer's experience. "After-sales treasure service" has been launched in 2016. It has not only ensured the consumer experience, but also saved a lot of after-sales labor costs for merchants. However, through platform data and overall investigation, it was found that a small number of merchants did not use the service in good faith. Some categories of goods are shoddy, which affects the buyer’s shopping experience and also damages the legitimate rights and interests of most high-quality sellers, which has a negative impact on the platform. In order to further protect the rights and interests of buyers and sellers, the platform will carry out rectification of the above behaviors. A series of measures including cancellation of after-sales support and deduction of points for transaction violations, etc., please be aware of the majority of sellers.
plan:
Differentiated assessment methods. If a merchant's store meets the assessment criteria and the final assessment result of a third-level category is not up to standard, the merchant will bear the after-sales refund for the after-sales disputes involved in the next assessment cycle of the third-level category. Orders for other three-level category disputes in the store will not be affected, and they will also continue to enjoy the rights and interests of after-sales treasures. If the category meets the standard again in the next evaluation period, the after-sales treasure rights will be restored in the next cycle, and each time the evaluation result is used to determine whether to continue to enjoy the after-sales treasure rights
The specific assessment methods are as follows:
【Assessment Index】
Initiation rate of product mismatch disputes
【Assessment Period】
30 days
[Scope of assessment]
1) Overseas businesses do not participate in the assessment;
2) As of the end of last month, shop opening time <180 days will not participate in the assessment;
3) During the assessment period, stores with an order volume of less than 60 or a dispute volume of less than 3 will not participate in the assessment;
4) During the evaluation period, the three-level category with the order quantity <60 or the dispute quantity <3 will not participate in the evaluation;
5) In addition to the above conditions, other businesses will participate in the assessment.
【Assessment method】
a) Merchants or categories that are not assessed will continue to enjoy after-sales treasure services;
b) For merchants with an assessment period of 30 days, if the end-of-month assessment result of a third-level category is unqualified, that is, the merchant’s product mismatch dispute rate in a third-level category in the past 30 days is higher than the average value of the third-level category, the next month Do not enjoy after-sales treasure service, the disputed orders involved in this three-level category shall be refunded by the merchant. Each time, the latest assessment result is used to determine whether to continue to enjoy after-sales treasure service in the next assessment period.
FAQ
1. Question: Where can I find out the initiation rate of product non-compliance disputes in each of my three-level categories and the average value of this category?
Answer: You can view the initiation rate of disputes in the corresponding category and the average value of the category by entering the seller's backstage-store performance-seller service column. If your category is not correct, the dispute rate is higher than the industry average. Level , you need to focus on and improve as soon as possible. At the end of the evaluation period, we will evaluate whether you can continue to enjoy free after-sales services in the next evaluation period based on the evaluation results of your category.
The three-level category screening method is :
2. Question: If my category fails the assessment, I need to bear the after-sale refund by myself. Will the commission for the corresponding category be reduced?
Answer: No, after-sales treasure is adjusted after the category commission, the platform takes into account the high after-sales processing fees of merchants, and hopes that merchants will have more energy on product selection and quality control, so it is free for qualified merchants This after-sales service. Since the implementation of this service, the fast and efficient dispute resolution process has been welcomed and supported by the majority of buyers and sellers, but at the same time, there are also a small number of sellers who use shoddy methods to damage buyers and most of them. The legitimate rights and interests of high-quality sellers have a bad influence on the platform. In order to further protect the rights and interests of buyers and sellers, the platform will carry out rectification and take a series of measures including the cancellation of after-sales support. Please be aware of the majority of sellers.
3. Question: My assessment cycle is 30 days. If the assessment fails in July, but it meets the standard in August, will the platform bear the after-sales loss for me in September?
Answer: Yes, if you do not meet the standard in July, you will not enjoy the after-sales treasure service in August. If you meet the standard in August, you can continue to enjoy the after-sales treasure service in September. That is, as long as the target is met in the new round of assessment results, the platform will continue to provide you with after-sales service in the next assessment period
4. Question: Where can I find out the initiation rate of product non-compliance disputes in each of my three-level categories and the average value of this category?
Answer: How to check the dispute rate of store category (operation document):
https://yuque.antfin-inc.com/docs/share/67c2c890-d54d-42ef-b8b3-da93eb94da9c?#
"How to check the status of the dispute rate of the store category"
5. Question: Where can I find the results of my assessment? How do I know if I have reached the standard? Will you notify me by email or other means?
Answer: Yes, we will have a special email notification for businesses that do not meet the assessment criteria. Please pay attention to check your website letter information at that time.
6. Question: May I ask if the wrong version of the product is evaluated according to the old category. If the assessment fails, the category authority will be closed for 3 months. After the implementation of the new regulations, will the old rules still apply, or will they be implemented in accordance with the new rules?
Answer: The new assessment only involves whether the corresponding dispute requires the merchant to be responsible and bear the corresponding refund. It does not involve category closure, and the original category assessment remains unchanged.
7. Question: If there are very few orders placed in a third-level category, one dispute will exceed the average product mismatch dispute rate. Isn't it possible that I can't enjoy after-sales service?
Answer: Please rest assured that the assessment will comprehensively assess the quantity of orders. The specific criteria are as follows: The three-level category with an order quantity of less than 60 or a dispute quantity of less than 3 within 30 days will not participate in the assessment.
8. Question: If it is a malicious buyer that leads to a higher rate of disputes over mismatched products in my category, will my assessment result be unqualified?
Answer: Please rest assured that the assessment result is based on the performance of the product mismatch dispute rate after the exemption. If the platform determines that it is a malicious dispute, the dispute rate data will be eliminated accordingly. It is recommended that you report the suspicious buyer to the backstage, and the security team will conduct investigations based on your feedback.
9. Question: May I ask if my store’s overall 30-day order volume is >=60, and the dispute volume>=3, but I have 3 three-level categories, and each three-level category has only 20 orders. Do I still need to be assessed?
Answer: According to your situation, none of the three third-level categories of your store will be assessed. It will not be assessed if it meets the following 2 conditions:
1) During the evaluation period, stores with an order volume of less than 60 or disputes less than 3 will not participate in the evaluation;
2) During the evaluation period, the three-level category with the order quantity <60 or the dispute quantity <3 will not participate in the evaluation.
AliExpress
Who bears the refund for after-sales treasure disputes?
The investor of after-sales treasure is related to the cause of the dispute.
1. If the dispute is an after-sales treasure product wrong board dispute, it will be handled by the platform without the seller's intervention. After the dispute is closed, the dispute details interface will show "AE platform contribution", which means that the refund is borne by the platform.
2. If the cause of the dispute is fake goods, short-term decoration and other cases, then the dispute will require the seller to intervene. After the dispute is closed, the dispute details interface will show "seller's capital contribution", which means that the refund is borne by the seller.
Why do I need to deal with some after-sales treasure disputes by myself?
Whether the after-sales treasure order is processed by the platform or by the seller himself depends on the reason why the buyer raises the dispute. The details are as follows (the rules for handling the after-sales treasure dispute platform):
If the buyer files a dispute of "the wrong version of the goods", the platform will generally intervene to verify and deal with it. However, if the platform judges that the problems involved in the dispute do not fall within the scope of after-sales treasure processing (such as quantity short-loading, fake goods and other problems), then you still need to negotiate with the buyer to solve it, and you need to pay attention to the email notification of the dispute;
If the buyer files a dispute of "not receiving goods", the seller still needs to deal with it by himself. After the buyer files a refund, the seller needs to accept or reject the dispute filed by the buyer within 5 days of filing the dispute. If there is no response within the time limit, the system will automatically execute according to the refund amount proposed by the buyer;
If the buyer raises a dispute on unreasonable return/buyer's personal reasons, it will go straight to the return process. The buyer's personal reasons are: the buyer places the wrong order, the buyer no longer needs to order products, the buyer buys lower and higher-quality products, inconsistent logistics methods, etc.
ON THE SERVICE CENTER FOR SELLERS
/Dispute handling and appeals
NEW Introduction to the change points before and after the upgrade of the new version of the wrong version dispute
The new version of the dispute experience upgrade change point
1. Consultation period
1.1 When the buyer initiates a dispute and requires the seller's response, and the seller refuses:
[Before upgrading] Provide a new plan before uploading evidence, there is no "non-refundable" option
[After upgrading] Provide a new plan and upload evidence at the same time, with the option of "no refund"
1.2 When the buyer (seller) submits the dispute plan, the status of the dispute becomes waiting for the seller (buyer) to respond:
[Before upgrading] Buyers (sellers) can modify the plan
[Upgrade] Buyers (sellers) cannot modify the plan
1.3 When the seller agrees to the buyer's [return and refund] plan, or the given plan is [return and refund]:
[Before upgrading] The system recognizes that the merchant will refund the buyer directly if it does not set the return address.
[Upgrade] The seller must specify a return address. If there is no return address, it must set up a
1.4 Disputes negotiated with non-after-sales treasure orders, response timeout:
[Before upgrade] The system will automatically refund to the buyer
[After the upgrade] The seller has not responded. If the response timeouts, the system will automatically refund it to the buyer; if the seller has responded, the response timed out, the system will automatically upgrade the process to the platform arbitration.
Response refers to "agree" or "reject" and give a new plan, and uploading evidence only does not count.
1.5 When the after-sales treasure order initiates a dispute and selects [return and refund] and [personal reason]:
[Before upgrading] The system directly achieves the return without the seller's consent;
[After upgrading] Go through the negotiation of the sale. If the merchant agrees, enter the return process. The negotiation is inconsistent and the arbitration will be increased.
2. Arbitration period
2.1 When the platform has provided a program:
[Before upgrade] Buyers and sellers can respond to the platform plan or buyers' plans.
[Upgrade] Buyers and sellers can only respond to the platform's plan.
The buyer's or seller's plan will no longer be displayed at the arbitration stage.
2.2 For orders for rookie worry-free logistics disputes, when the platform handles:
[Before upgrade] Sellers can click "Full Refund to Buyer"
[Upgrade] The seller will no longer be able to do the operation of "full payment to the buyer".
2.3 When the final solution of platform arbitration is [return and refund]:
[Before the upgrade] The system directly takes the Chinese return address in English, and the default is preferred, and there is no other default. After 3 days, it will try to pick it up again according to this logic. If you can't get it, only refund it will be closed.
[After upgrading] The seller needs to specify a return address to the buyer within 3 days. If the seller does not set it within 3 days, the system will try to get the latest updated English return address under the owner's sub-account. If it cannot be picked up, only the refund will be closed.
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