[Worry-free Return Protection] Upgraded Introduction
[Worry-free withdrawal guarantee plan] Announcement
7.26 The Free Return will be upgraded significantly on July 29. Click here to view the announcement of the in-station letter.
[Core Upgrade Point]
1 Coverage: Expand from 16 to 24, adding Chile, Japan, Ukraine, Mexico, Belgium, Czech Republic, Portugal, Switzerland;
2 Return experience upgrade: generate logistics bills online, the seller of the return node is visible, and the return abnormalities (broken, packet loss, timeout) will be reviewed and settled by the insurance company;
3. Payment experience upgrade: unified use of domestic Alipay to pay premiums and collect claims, simple and worry-free reconciliation;
4 Scheme integration: AE Worry-free Retreat (24-country version) and AE Plus (Russian version only) are merged into one scheme.
Remarks: After the upgrade of the new version, maintain the current rate. Orders before upgrading will be insured and settled according to the original rules. Please rest assured!
[Overall Plan]
On July 29, the new version of 51job.com was officially released, and the old version of the application entrance went offline;
2 From July 29 to December 30, 2 months are reserved for the merchant to upgrade the new version of Worry-free;
3 On December 30, the old version of the insurance entrance was officially closed, and subsequent orders from unupgraded stores will no longer be guaranteed.
[Preparation matters]
1 If you are a stock customer (the old version of Worry-free Retreat has been opened): After opening on July 29, you can directly enter the Worry-free Retreat page for "one-click upgrade"
2 If you are a new customer (the old version of Worry-free Retreat has not been opened): After opening on July 29, apply for the new version directly on the Worry-free Retreat page.
[Worry-free withdrawal guarantee plan] Definition
Free Return is an online insurance service launched by Alibaba United Insurance Agency for AliExpress platform merchants. It aims to solve the problem that cross-border merchants cannot provide local returns due to logistics problems. By providing the local warehouse in the buyer's country as the return address, goods can be returned locally free and improved. Buyers' purchase experience reduces after-sales costs for merchants.
Merchants and products participating in Worry-free Return Coverage Program have the "Free Return" service logo (click here). When the buyer purchases goods with the service logo, we provide buyers with a local return service without reason 15 days after receiving the goods.
[Worry-free withdrawal guarantee plan] Upgrade point
Escalate content
Change of Service Insurance Division: Unified Change to Pacific Property Insurance Co., Ltd.
Coverage of countries expansion: merge worry-free retreat and worry-free retreat A+ (Russia program), increase the coverage countries from 16 to 24, adding Chile, Ukraine, Japan, Mexico, Belgium, Czech Republic, Switzerland, Portugal
Return service upgrade: 1) Generate logistics bills online; 2) The return node page is visible; 3) Return abnormalities (broken, bag loss, extension) Baosi bottom
Payment experience upgrade: unified use of domestic Alipay to collect premiums and claim settlement, making reconciliation simpler and more worry-free.
Differentiated pricing: Differentiated pricing will be gradually promoted in the future. The pricing is more reasonable, and the specific launch time is to be determined.
[Worry-free Retreat Guarantee Plan] Scope of Participation
Covered merchants: sign up independently
Coverage categories: except customized/close underwear/food/adult products/virtual/second-hand goods, etc.
Starting from November 26, 2021, China time, 187 new leaf categories will be added to the worry-free return coverage category. Click here to view
Covered countries: Russia, United States, Spain, France, Brazil, Netherlands, Israel, Poland, United Kingdom, South Korea, Germany, Italy, Canada, Australia, Saudi Arabia, United Arab Emirates
New countries: Chile, Ukraine, Japan, Mexico, Belgium, Czech Republic, Switzerland, Portugal
[Worry-free Refund Guarantee Plan] Fee Claim Settlement
Other considerations:
1 Insurance and premium collection: When the order is declared for delivery on AliExpress platform, the insurance begins and charges;
2 Claim settlement and claim settlement payment: After the buyer returns it, after the goods are warehoused and the quality inspection is completed, the insurance company will settle the claim;
3 Payment account: Premium payment and claim collection are carried out through the Alipay account bound by the merchant;
4 About currency conversion: If foreign currency is involved in the insurance and claim settlement process, it will be implemented according to the official listed price (intermediate price) of the Bank of China on the 1st day of the month at the time of delivery.
[Worry-free withdrawal guarantee plan] Usage steps
[Worry-free withdrawal guarantee plan] Frequently asked questions
[Exit and join related]
Q: I saw the "Free Return" logo on the product page. What is that one?
Answer: This is the logo of the product's support for worry-free return service, that is, to support the buyer to initiate a free local return without reason within 15 days after receiving the goods.
Q: How to apply for a Worry-free Return Coverage Plan?
Answer: You can sign up through the goods-after-sales service-free return protection plan section (as shown in the screenshot below for reference only).
You can also click here directly to register.
Q: If you join the Worry-free Return Coverage Plan, do you want to join in the store dimension? Will all products join?
Answer: Joining the Worry-free Return Coverage Plan is based on the store dimension. After the merchant signs the worry-free withdrawal guarantee plan, goods in the designated country and category will join the plan by default.
Q: What are the benefits of participating in Worry-free Return Service?
Answer: Participating in Worry-free Return Service has the following benefits:
1) Exclusive traffic blessing: open and enjoy the exclusive label of "Free Retrun", traffic blessing, exclusive field, so that your products stand out;
2) Upgrade of buyer's rights and interests: Buyers can enjoy 15 days of return rights and interests without reason when purchasing marked goods, and the goods are returned to the domestic warehouse for free, making your after-sales service simple and worry-free.
3) Seller's collection guarantee: front-line insurance company risk protection, buyer returns through quality inspection, merchants get full compensation, fearless of risk
4) Marketing activities are preferred: special promotion of special return services, with multi-channel resource spaces such as good goods and new products, as well as industry marketing pits, exclusive floors of daily return service and other irregular resource spaces.
Q: Can I choose to participate in the Worry-free Return Service?
A: Worry-free returns only support specific countries and categories.
Q: Do I need overseas warehouses to participate in the worry-free retirement protection plan?
Answer: No need. After participating in the service, buyers can return directly locally to the third-party local warehouse that cooperates with AliExpress.
Q: I have signed up for Worry-free Return Service. Why can't I see this logo?
Answer: Please confirm that the product category and country are covered first, and if you have just joined the worry-free return coverage plan, there will be a 2-3-day delay in marking. Please wait patiently.
Q: Can I quit 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, click the "Settings > Exit Worry-free Return Protection Plan" button. The withdrawal application will take effect within 5 calendar days, and you can't apply again until 30 days after successful withdrawal.
Tips: At present, AliExpress does not support countries that choose to participate in the worry-free return protection plan, that is, after opt-out, it will withdraw from all 24 countries covered.
Q: How to calculate the filing rate of worry-free return order disputes?
Answer: The filing rate is consistent with other orders.
For example, if the buyer initiates a return caused by the buyer's personal reasons, such as: 'buyer's reason makes the wrong order', 'I find a cheaper buyer's reason', 'I don't need the buyer's reason' The cause of the dispute is not included in the calculation of the dispute rate; if the buyer's cause of the dispute is 'color does not match', it is included in the dispute rate. Calculation of.
Q: Where can I check the Worry-free Return Coverage Order?
Answer: You can view or download the service details of Worry-free Returns in the Historical Policy List section of Worry-free Returns.
[PremIUM collection related]
Q: How is the premium calculated?
Answer: Orders generated by buyers from 24 countries covered by the National Worry-free Return Guarantee Plan will be deducted according to the formula of payment amount × premium rate after the seller delivers all goods (automatically deducted from the bound domestic Alipay account system).
* If your store's main goods are worth more than $1,000/6,000 yuan, you need to consider whether the compensation ceiling can cover the order fee and choose whether to participate in the plan as appropriate.
Q: Is the premium charged for each transaction? Or will only orders with returns be collected?
Answer: The receiving address is that the orders generated by buyers from 24 countries covered by the National Worry-free Return Protection Plan will be automatically deducted after all the seller delivers the goods, 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. Collect by order.
Q: What is the premium rate?
Answer: At present, the average rate is 1.3%. The rate will be adjusted according to your transaction performance every quarter, and the adjusted rate will fluctuate in the range of 0.6%-2.6%, subject to the AliExpress page.
Tips: The rate is generated based on multi-dimensional big data calculations such as the dynamic operation data of the store, credit data, and combined with the operation data of the industry. Differentiated risk pricing will be adopted. Different merchant rates will be different and dynamically adjusted. The better the store is, the lower the rate.
Q: Where can I see the payment details of premiums?
You can view the details of your premium payment and the collection details of claims through the following path:
1) Worry-free refund management page: "My AliExpress > Goods > After-sales Service > Worry-free Return Protection Plan" section "List of Historical Policy", view the accumulated premiums paid, claims received, current arrears, and details of each order;
2) Binding Alipay account: "My > Bill", check the premium payment and claim collection during the corresponding period. Because there are multiple items placed on an order, each item is insured and claimed separately. Therefore, you may see multiple records of premium payment and claim settlement with the same name, and the corresponding amount is the amount of each item under the order:
Corresponding counterparty "China Pacific Property Insurance Co., Ltd."
Deduction premium notes "AE worry-free refund-insurance-insurance number-order number";
Note "AE Worry-free Refund_Insurance Claims_Phance Number_Order Number" in the payment of claims settlement.
Q: How to check premium arrears and repayments?
Answer: If the new version of Worry-free refunds, the insurance company will insure the order after shipment 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 of the relevant order and claim settlement. If the arrears are too long, it will arrange reminders or even terminate the service.
You can check whether there is any arrears and the amount of arrears on the Worry-free Return Management page "My AliExpress > Goods > After-sales Service > Worry-free Return Protection Plan". If the balance of Alipay is indeed insufficient, you need to recharge the Alipay in time for deduction.
[Related to compensation and refund]
Q: How much compensation can I get after the buyer successfully returns the goods?
Answer: Compensation (RMB) = the amount paid by the buyer (US dollars) * US dollar to RMB exchange rate (the exchange rate is based on the official website data of the Bank of China on the 1st of each month).
The actual amount does not include any form of store coupons and freight, nor does it include taxes and fees borne by buyers (such as excise taxes in some states of the United States). The compensation will be automatically entered into your domestic Alipay account after the return order is completed.
For example, the seller's premium rate is 1.3%, Commodity A (priced at $100) participates in the worry-free return protection plan, commodity B (priced at $50) does not participate in the worry-free return protection plan. The buyer places an order to buy 1 item A and one item B, the seller sets a freight of $30, and the store coupon is $10. The buyer is not levied excise tax, and the seller actually pays the worry-free return premium = $100*1.3%. The buyer initiates an application for the return of A and B goods, A returns to the local return address, and B returns to the seller's return address in China. After the buyer returns successfully, the actual compensation (RMB) receivable by the seller = $100 * USD to RMB exchange rate (the exchange rate is based on the official website data of Bank of China on the 1 of each month).
Q: I see that the order has been refunded. When will I pay me compensation?
Answer: After the order is refunded, the seller will generally be compensated within 5 working days. You can view it in your domestic Alipay account.
Q: I saw that the order had been refunded. Where can I check the reimbursement?
Answer: You can view it in the domestic Alipay account you are bound to.
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 I am waiting for the platform to process it. When will it be processed?
Answer: We usually review the buyer's return request within 48 hours, up to 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 detect that there is no abnormality, we will end the dispute and execute the refund. At the same time, we will record RMB compensation in your domestic Alipay account. For insurance-related issues (insurance, return, claim settlement, etc.), you can call the insurance company hotline: 0755-22692741, and the labor time is 10:00-17:00 on weekdays.
Q: Does the buyer return it mean that I can get compensation in my Alipay account in China?
Answer: No.
1) If the buyer initiates a 15-day return without reason, the buyer will refund it on the premise that the buyer returns the goods does not affect the secondary sale, and the seller will be compensated at the same time;
2) If the buyer initiates a reasonable return, the refund will be supported when the buyer returns the goods without abnormality, and the seller will compensate at the same time;
3) If the buyer returns the empty package, buys A and returns B (such as buying a mobile phone to return the mobile phone case), etc., if the return is abnormal, the package will be returned and the case will be closed with 0 refund, and the order amount will be directly loaned to the seller for processing.
Q: Why hasn't the compensation for this order arrived yet?
Answer: Generally, the warehouse needs to process it within 3 working days after receiving the buyer's return package. Please check the return logistics information first. If it has exceeded 3 working days, for insurance-related issues (insurance, return, claim settlement, etc.), you can call the insurance company hotline: 0755-22692741, and the labor time is 10:00-17:00 on weekdays.
Q: For order disputes of Worry-free Return Protection Plan, will the platform return the products returned by the buyer to the seller after the buyer returns the goods to the warehouse?
Answer: No.
After the merchant joins the worry-free return protection plan, the buyer can return the goods locally free of charge within 15 days after receiving the relevant goods. After the warehouse confirms that the return is not abnormal, the order dispute will refund the buyer, and the system will initiate compensation to the seller. The goods will be left in the warehouse, and the merchant will receive compensation according to the compensation standard in the bound domestic Alipay account in the form of insurance compensation.
Q: If the goods are not 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 dispute details page will be optimized.
[Binded Alipay account related]
Q: Are there any requirements for the Alipay account filled in to join the service? Is the requirement an enterprise Alipay or a legal person Alipay account?
Answer: In order to avoid the failure of payment affecting insurance, claim settlement and follow-up services, it is recommended to bind domestic Alipay accounts with normal binding status, daily use, and sufficient balance. There is no restriction on whether enterprise Alipay accounts or personal Alipay accounts, 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 click Settings > Alipay Account Change in the upper right corner of the Service Overview on the worry-free refund management page to view or change your Alipay account. Once Alipay is successfully modified, subsequent premium deductions and claim settlement payments will be collected through the new Alipay account. It is recommended that you must operate carefully when modifying and ensure that you have obtained the full authorization of the company!
Note: At present, modifying Alipay binding accounts is not supported for the time being, and it will be launched in September.
[Buyer-related issues]
Q: How can buyers initiate free returns?
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 goods without reason, he can choose 'wrong order for buyer', 'I find cheaper for buyer's reason', 'I don't need buyer' as a reason for the dispute, that is, return it locally without reason;
2) If the buyer has reason to return the goods, the buyer can choose the corresponding cause of the dispute to initiate a return application according to the real product problem. Among them, fake goods, empty parcels, short-term packages, and buying A receiving B are not covered by the service of free local returns.
Q: Can an order be returned for free multiple times?
Answer: No, just enjoy it once:
1) If multiple return requests need to be initiated under an order and all of them have the Free Return logo, it is recommended that buyers return them together and enjoy free return services;
2) If the return is returned separately, only the first return can enjoy a free return, and the rest of the orders can still enjoy 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 an electronic prepaid return face sheet to the buyer, and the return order number will be automatically recorded on the order return page. If the buyer chooses to send it and manually fills in the return logistics order number by mistake, the dispute will automatically rise to arbitration after 15 days filled in by the buyer. Please advise the buyer to respond positively to the dispute and provide the correct return logistics order number.
[hot] Q: Who will bear the return freight of Worry-free Return Guaranteed Order?
Answer: For an order covered by worry-free return, the buyer can enjoy a free local return, and the return freight will be borne by a third-party service provider. If the buyer initiates multiple returns under an order, it is recommended that the buyer contract the return, and the buyer can still enjoy free local returns. Under the Free Return dispute, as long as the buyer confirms the use of the free return service, he can see the return sheet/return code. The buyer can go to the designated return place to return the goods without other operations, but the rest goes to the return process of Free Return, even if the buyer joins the contract. If the return is returned, the buyer still needs to return to the dispute page and fill in the return information, including the return order number and the return logistics company. If it is not filled in for more than 5 days, the default buyer's return timeout time 0 refund.
If the buyer initiates a return on the same order after enjoying a free local return, the buyer no longer enjoys a free local return, but can still enjoy the local return service, and the return freight shall be borne by the buyer.
Q: How can I reduce the return rate of buyers?
Answer: We cannot prevent buyers from initiating return applications, especially return without reason. In order to reduce the buyer's return rate, it is recommended that you guarantee the quality of the goods participating in worry-free return service to improve buyers' satisfaction with receiving goods.
Q: The buyer has actually returned it to the warehouse, but in the end, the dispute ruled 0 refund; or the buyer actually refunded 10 pieces, but the feedback only received 8 refunds; what should I do if the buyer comes to ask me for money?
Answer: Please guide consumers to click "Help-Customer Service" at the top of AliExpress's homepage to enter the help center, contact the buyer's customer service in the corresponding language, and provide the order number and return face sheet (return order number). If consumers strongly refuse to contact AliExpress customer service, please contact Merchant Xiaohe Online to help consumers feedback problems and provide order numbers and return face sheets (return order numbers).
Q: Why doesn't clicking the give up return button respond?
Answer: For Worry-free local return orders, return is required to be returned to a third-party warehouse, and the operation is not supported to abandon the return.
Q: How long does it take for the buyer to return the free return?
Answer: Worry-free return time to buyers after starting the return process is: "5+15" days:
1) 5 means that the buyer needs to click the button online within 5 days to obtain the free return face sheet/return code (the countdown to the dispute page to the buyer to respond to the return 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 obtain the free return face sheet/return code, the order status will be updated from waiting for the buyer to return to wait for the buyer to return, that is, the buyer needs to complete the return as soon as possible within 15 days after obtaining the free return face sheet/return code. The 15 days here include the time when the actual buyer returns, the time when the package arrives at the third-party local warehouse, and the time when the local warehouse unpacks and inspects.
[hot] Q: How to send the goods after the buyer's return review?
Answer: After the buyer's return is approved, an order can enjoy a free return to the domestic warehouse. Specific:
(1) Door-to-door collection: Mexico, Ukraine, Czech Republic, Switzerland, Chile, Japan, the United Arab Emirates, Saudi Arabia and South Korea will adopt door-to-door collection methods. After the return is approved, the buyer needs to download and print the barcode and paste it on the package; waiting for the courier to contact him to pick it up.
(2) Buyer's self-delivery: The rest of the countries will adopt buyer's self-delivery. Buyers need to download the logistics sheet and paste it on the package to 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 return locations in various countries (click here to download the form)
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