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Concentrated problems in recent disputes about product mismatch
We have sorted out recent concentrated scenes of problems that merchants do not approve of the results of disputes, involving product releases and response operations in dispute resolution. They are all high-frequency scenarios that can lead to asset loss. I hope that after understanding these scenarios, merchants will avoid similar behaviors in their stores to cause asset loss.
Note: The following situations are all unacceptable scenarios for appeal business, except for the inability of the merchant to operate due to system abnormalities. Merchants must be cautious in handling disputes to avoid inability to appeal after the case is closed, which may cause loss of assets.
[Scenarios where appeals are not accepted]!?!
Dispute status 1: The case is closed during the dispute negotiation period
Scenario 1: After the buyer initiates a dispute, the merchant responds overtime, leading to the settlement of the dispute refund
Note: Order disputes were settled during the negotiation period, due to the merchant's failure to respond within 5 days.
At present, the dispute has been closed, and this situation does not support the appeal.
Please pay more attention to disputes submitted by buyers and respond in a timely manner when processing orders daily.
Note: 5 days response time rule, http://seller.aliexpress.com/notices/article-1798.html? tracelog=sellernotice02
Scenario 2: The merchant agrees to the buyer's plan to refund the case, and then contact the platform to feedback the wrong point, which leads to the agreement
Note: Because the seller agreed to refund the buyer’s plan during the negotiation period, the platform did not intervene. After the dispute is refunded, appeals are not supported.
When responding to disputes, especially when agreeing to the buyer's plan, please confirm the amount and plan content before proceeding.
Dispute status 2: Dispute arbitration stage, no valid evidence is provided, and the dispute is closed
Scenarios: short loading, empty package, missing files, missing accessories, failing to submit valid materials to prove evidence in accordance with the requirements of the dispute commissioner in the dispute, and provide evidence to contact the platform to appeal after the
dispute is refunded.
Note: After the order dispute is escalated to arbitration, the platform will intervene in the processing stage. The platform dispute commissioner will guide both parties to submit proof. Both parties need to submit valid proof in the dispute.
If the dispute is not submitted, the dispute has been refunded and the complaint will not be established.
When the dispute is in progress, please follow the arbitration guidance in a timely manner, provide relevant effective evidence, and upload it in the dispute response window in a timely manner.
Dispute status 3: After-sales treasure dispute is closed
Scenario: After the after-sales treasure dispute case is closed, contact the platform to apply for the dispute rate exemption
Note: The result of dispute appeal will not cause the dispute rate to be washed out.
Initiation of disputes due to non-buyer reasons, except that the buyers and sellers have reached an agreement during the dispute period, or the buyer cancels the dispute.
1. Disputes of after-sales treasure, if you think the buyer is abnormal, you can log in: https:// pform.aliexpress.com/webcase#/list?bizCode=vwuqst12&sessionType=aliexpress ,
choose: [I want to report the abnormal buyer] Can initiate a report
After the complaint is established, the relevant indicators will be cleaned up.
2. The platform has launched the after-sales treasure negotiation plan. After joining the plan, after the buyer submits the dispute, the merchant can have 3 days to negotiate with the buyer to settle the dispute. The dispute is settled through consultation and will not be included in the dispute filing rate.
Product introduction: Click here to view the precautions and video interpretation: Click here to watch
Function entrance: Merchant backstage-merchandise-after-sales and service, or click here to enter
Dispute status 4: Disputes over mis-posted orders/damaged packages caused by logistics. Disputes over mismatched goods in the finalized case.
Scenario: Disputes over mis-posted slips/packages with damaged goods and mismatched versions, logistics reasons lead to contacting the platform to apply for the dispute rate exemption
Note: The rate of disputes about misalignment of goods caused by logistics reasons such as pasting the wrong face list. If you need to apply for exemption, please use Cainiao Logistics to deliver the part, please go to the seller to file a logistics complaint. After Cainiao’s complaint is
established, AliExpress will synchronize The system automatically exempts the data from the
rookie.
1. How to initiate a logistics complaint on the rookie terminal, click here to view
2. After the logistics complaint is established, there will be 2 days of synchronization time if the
goods are not compatible with the version dispute rate data.
Dispute status 5: The dispute over the wrong version of the product with the description inconsistent has been settled
Scenario: There was a violation of SKU search when the product was released, and then the buyer submitted a dispute about the mismatch of the product. Example: Put the goods belonging to different categories (such as main parts and parts, suits and single products, tops and pants) at the same time In the SKU of a product, the buyer submits a dispute over the incorrect version of the product after placing the order.
Note: When the product was released, it involved AliExpress product release violations, search cheating violations, and after the order was generated, the buyer submitted a refund for a dispute over the incorrect version of the product. In this case, the business has violated the rules first, and the dispute appeal is generally not supported.
It is recommended that merchants understand the information related to product release and sku violations, publish compliance information, and avoid it from the source.
Other improper publication rules, click here to view
SKU search rules, click here to view
【Provide valid evidence to appeal at one time】
Dispute status: the result of the appeal is not established
Scenario: The appeal has been appealed through online customer service and the appeal failed
Note: After the general dispute is settled, the merchant backstage of the refund order can appeal once. When businesses contact Xiaomi Robots, they can also provide valid evidence to appeal through Xiaomi. Regardless of the complaint submitted by the merchant through Xiaomi or manual customer service, the Ombudsman will review the dispute and judge the responsibility. Without effective proof, repeated appeals will not increase the success rate of appeals. In the case that the merchant provides valid proof for the dispute result, the customer service will assist the merchant to submit another dispute appeal. After 9.1, if the merchant has already appealed once on the manual terminal, the appeal result is not valid, and the manual terminal does not support the submission of an appeal without special circumstances.
Introduction to the changes before and after the upgrade of the new version of the goods
New version of dispute experience upgrade changes
1. Negotiation period
1.1 When a buyer initiates a dispute and needs a response from the seller, and the seller refuses:
[Before upgrade] Provide a new plan before uploading the evidence, there is no "no refund" option
[After the upgrade] Provide a new plan and upload evidence at the same time, there is a "non- refundable" option
1.2 When the buyer (seller) submits the dispute plan and the dispute status becomes waiting for the seller (buyer) to respond:
[Before upgrade] Buyers (sellers) can modify the plan
[After the upgrade] Buyers (sellers) cannot modify the plan
1.3 When the seller agrees to the buyer's [Return and Refund] plan, or when the given plan is [Return and Refund]:
[Before upgrade] The system recognizes that the merchant has not set a return address and will directly refund the buyer
[After the upgrade] The seller must specify a return address, if there is no return address, one
must be set first
1.4 Disputes related to non-sales treasure order negotiation, when the response times out:
[Before upgrade] The system will automatically refund the buyer
[After the upgrade] The seller has not made any response, and the response timeout, the system will automatically refund to the buyer; the seller has responded, the response timeout, the system will automatically increase the process to platform arbitration
The response means "agree" or "reject" and give a new plan, only uploading evidence does not count
1.5 When a dispute is initiated on an after-sales treasure order and you select [Return and Refund] and [Personal Reason]:
[Before upgrade] No need to get the seller's consent, the system will directly reach the return; [After the upgrade] After the purchase and sale negotiation, if the merchant agrees, enter the return process, the negotiation is inconsistent, and the arbitration is increased
Regardless of whether the seller has responded during the negotiation period or not, the negotiation is inconsistent, and all the platforms follow the after-sale treasure process
2. Arbitration period
2.1 When the platform has provided a solution:
[Before upgrade] The seller can respond to the platform plan or the buyer's plan [After the upgrade] The seller can only respond to the platform's plan
The buyer's or seller's plan will no longer be shown during the arbitration phase
2.2 For the order of Cainiao Wuyou logistics dispute, when the platform handles:
[Before upgrade] Seller can click "Full refund to buyer"
[After the upgrade] The seller will no longer be able to do the "full payment to the buyer" operation.
2.3 When the final plan of the platform arbitration is [return and refund]:
[Before upgrade] The system directly fetches the Chinese return address in English, the default one is preferred, and others are not defaulted; after 3 days, it will try to fetch it again according to this logic. If not, only the refund will be closed.
[After the upgrade] 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 it is not available, only the refund will be closed.
New version of the process for handling disputes about chargebacks or PayPal orders
Guided tour:
1. I received a chargeback order, what should I do?
2. What proof materials do I need to provide
3, matters needing attention
4. Examples of proof materials
5, PayPal order special process 6. Frequently Asked Questions
What should I do if I receive a chargeback order?
1. On the [Refund & Dispute] page of the merchant’s workbench, click on "Rejection Orders to Be Proof" to find the relevant order
2. Check the reason for the refusal and prepare proof materials
3. Click "Download Defense Template" to download the word document, and add proof materials according to the document requirements
4. Click "Submit Defense Material" to upload the word document (upload completed before the countdown ends)
Type 1: Click "download defense template" --> open the Word document, fill in the proof materials based on the reason for the refusal to pay --> click "submit defense materials" to upload the Word document
After the submission is successful, the status of the order will be changed, and you can see the "View Defense Materials" button. Click this button to view the submitted defense documents
Type 2: If you click "Fill in defense materials", you will be redirected to the questionnaire page. Please follow the guidance of the questionnaire page to complete the information submission --> click the "Refresh" button after submission to change the status of
the chargeback processing
What proof materials should I submit
The proof material contains three parts
1 Basic information of the transaction order: Basic information will be included in the word document, please verify and confirm. If there is an error, it can be corrected manually.
2 Rejection statement: Based on the information that the buyer has communicated with you about the problem and your known information, make a defense or remark on the refund application. For example, if the order is in transit within the time limit, it can be stated that the promised delivery time is xx days, and the current transit is normal.
3. Proof materials: Different channels and reasons for refusal to pay require different proof materials. Please prepare relevant materials according to the following requirements.
What materials should be provided for supplementary evidence?
Remarks: For orders that have already been provided with evidence, you can check whether additional evidence is required in two places
1 Notice from the station
[Platform Notification]-[Payment Rejection Notification] will receive a payment refusal message, and the content will inform "Because the content of the defense material is missing, you need to provide more evidence"
2 Newly added chargeback list page
If a data order has been submitted, there will be a "View Defense Data Button"; if the status becomes "Pending Evidence" again, it is an order that requires additional proof
Precautions
1 The items not marked "optional" are required, please fill in as much as possible to improve the winning rate
2 The organization only accepts proof materials in English, and all content should be expressed in English
3. All the links provided need to be viewed without logging in to the account, so as to prevent the verification personnel of the institution from being unable to open it and believing that the proof is invalid
4. The size of proof documents is limited to 3M
5. The reason for the refusal is "joint refusal". The buyer placed an order at multiple stores, and the order placed by another store received a refusal. The order placed by your store is a joint relationship. You do not need to provide evidence and will not be condemned in the end. Bear the loss.
6. If you have other information that can help solve the order problem, you can also add it to the proof word document
Sample of proof materials Delivery logistics (POS)
Prove that the actual delivery is consistent with the buyer's required address: it needs to include the buyer's receiving address, specific to the recipient, contact address, and telephone information
Delivery receipt (POD)
Commodity link
Please use the product details link seen on the buyer page: (for example): https:// nl.aliexpress.com/item/1005002246015185.html?spm=a2g0s.12269583.0.0.3c1c66563xO0ch Note: The order snapshot link cannot be opened by external personnel, please do not use the link
Refund voucher
Proof that you have refunded (if any): including refund time and refund amount
Shipping list
List the actual delivery details
PayPal order special process
1. If the goods are not correct, you need to fill in the return address
In the wrong version of the goods, in addition to uploading the defense materials, the merchant needs to fill in a valid return address, otherwise the returned goods will not be returned correctly. Therefore, both contents need to be submitted correctly in this scenario.
Note: The return address must be in English, including the recipient and contact information
2. New supplementary/secondary proof procedure
After submitting the information, you may be asked to supplement the information again because PayPal believes that the information is insufficient. You can refer to the required information in the help file. For the missing information at the first submission, supplement it within 3 natural days. Find the corresponding order and click "Submit Defense Material" Complete the material upload. The contents of the supplementary evidence materials are as follows
common problem:
1. What is a chargeback (card type)?
A: Refusal to pay is also called chargeback, which refers to the cardholder within the specified time limit according to the card organization's rules (generally 180 days after the transaction date or the date of delivery of the goods, some payment institutions can extend it to 540 days) , Apply to refuse to pay a certain transaction on the bill. Refusal to pay is a right granted to cardholders by card organizations.
2. What is the difference between payment refusal (card type), AE dispute, and PayPal refusal?
3. The difference between PayPal's new and old models and its impact on merchants
A: PayPal is one of the most widely used third-party payment tools in the world. It is an international trade payment tool that is sought after by hundreds of millions of users around the world. Instant payment and instant payment have attracted a large number of overseas consumers.
4. How to reduce chargeback orders?
A: Key points: The information in the transaction order is consistent with the actual needs; if the
buyer refuses to pay, if the information is inconsistent, it will reduce the defense winning rate 1 It is not supported to modify the address after placing an order
If the buyer contacts you to modify the address offline, it is recommended that you guide the buyer to cancel the order and place the order again
2 The change of the logistics order number needs to be synchronized in the system If you change the logistics order number, you need to update it in the system in time
3 Reasonably set the delivery time limit and the expected deadline for delivery to avoid failure to deliver within the promised time
4 Fair disclosure of information: describe the items you are selling as detailed and accurate as possible, attach photos, specifications, etc.; avoid buyer's misunderstanding of transaction information
5 Strengthen communication with buyers, reply in time and solve buyers' problems wholeheartedly;
6 Keep communication records: Please give priority to using the communication tools on the AliExpress website (such as station letter or order message) to communicate with buyers, and keep as much information related to transactions and customers as possible. If there is a subsequent dispute/refusal to pay, you can submit relevant information as proof.
7 In order to ensure the safety of the funds of both buyers and sellers and maintain a safe and orderly trading environment on the AliExpress platform, it is recommended that you do not refund the buyer through other offline refund methods (paypal, Western Union, etc.).
5. What should I do if the goods are not properly delivered due to logistics reasons?
A: If you find that the order is not properly placed due to logistics reasons after receiving the rejection message, please contact the logistics provider in time to confirm the specific status and make a claim if necessary; due to the long processing time of the rejection, there is no need to wait for the result of the rejection to avoid missed The logistics provider handles the
timeliness.
6. Why will my order be frozen?
A: Most orders are frozen because the order has received a refusal application. You can verify whether there is a refusal message in the letter on the site, and provide evidence for the refusal order. The order will be unfrozen after the result of the refusal is confirmed.
7. How to check the progress of PayPal processing?
A: PayPal will confirm the result about 30 days after the chargeback is initiated. Please wait patiently after submitting the information.
8. Can I appeal if I am dissatisfied with the judgment result of the PayPal dispute?
A: As PayPal disputes are determined by the PayPal party, it is recommended that you pay attention to the letter notice on the site in time, and provide detailed information as much as possible when presenting evidence to increase the probability of winning the case. If you encounter an unreasonable judgment, you can contact AliExpress Xiaohe for assistance.
9. The unsuccessful order will be automatically closed when it is pending delivery
A: For orders that have received a refusal to be shipped, if the seller loses the final refusal to pay, the order will be automatically closed when the result of the refusal is received to avoid losses caused by misdelivery.
10. How to deal with the chargeback order before the chargeback page goes live?
A: The refusal orders received before going online will still be notified via the site letter. Please submit proof materials through the questionnaire according to the guidance in the notice; the refusal orders after going online will retain the site letter notice (no proof entry), and at the same time It will also be displayed on the non-payment page. Please submit proof materials according to the guidance on the non-payment page.
11. How can I check whether there is a chargeback for the order placed in my shop?
A: 1 In-site letter notification [Platform Notification]-under [Notice of Rejection of Payment], you will receive a message of refusal to pay (all orders for refusal to pay can be seen)
2 Newly added a chargeback list page, if the order has a chargeback, you can view the specific
information on this page (only visible after the new page goes online)
12. How to inquire about the order that needs supplementary proof under my shop?
A: 1 In-site letter notification [Platform Notification]-[Rejection Notification] will receive a non- payment message, and the content will inform "Because the content of the defense material is missing, you need to provide more evidence"
13. What should I do if there is no response when I click "Download Defense Template"?
Answer: You can check whether the pop-up window is blocked by your browser, and you can download normally by canceling the blocking.
14. What should I do if I cannot submit evidence online (reporting an error)? answer:
1. If the submission fails (an error is reported) or cannot be submitted online, please check that the browser has blocked the plug-in and you need to allow the plug-in to download.
2. On the basis of the plug-in permission, if you still cannot submit online, you can submit https:// survey.aliexpress.com/apps/zhiliao/gEQ6HJ6H3
tips: The information submitted online and on both sides of the questionnaire will be subject to the online information
15: Why do I get an error "File type don't matched" when uploading pictures? Answer: The uploaded document is always a word document. If you upload a non-word document, you will encounter this error; the correct proof procedure is
1. Click "Download defense template" to download the word document with order information provided by the platform to the local
2. Add the prepared defense information to the word document and save it
3. Click "Submit Defense Material" to upload the updated word document to the platform system
16: Why I submitted the proof, but I cannot view the submitted proof materials? Answer: At present, PayPal orders can provide evidence online and view the submitted information. Card payment orders are still submitted through the questionnaire. After submission, the information cannot be viewed again. Thank you for your understanding.
17: How to identify whether my refusal order is card payment or PayPal payment?
Answer: PayPal orders will be displayed as order number + (PayPal) in the list of declined orders. Card payment orders have no parentheses.
18: Why I received a notice of refusal, but there is no entrance for proof?
A: Card payment orders, unauthorized transaction refusal, no proof from the merchant is required, the order will go directly to the "waiting for the result of refusal processing" status; the final order will be released normally (no refund to the buyer), please wait patiently .
Instructions for merchant self-refund function
Background : In cross-border operations, some orders have passed the dispute protection period (that is, consumers cannot open disputes), but because the goods have not been received, quality problems and other reasons, merchants need to refund consumers
through the platform customer service. Therefore, the platform has newly added merchants' self-refund function, which is convenient for merchants to operate.
Note: The function will be launched on 11.30. Please submit it in the background after the function is released. Do not submit it repeatedly on the server to avoid loss of assets.
One, must read before use
1. The self-refund function is only used for orders that cannot initiate disputes online, that is, orders that have been confirmed to be received for more than 15 days (except for Russia, which is 30 days, and Brazil, which is 7 days);
2. In order to ensure account security, only the main account can be operated, and the upper limit of the single-day operable amount is: 300 US dollars;
3. Please make sure that the international Alipay account balance is sufficient before refunding;
4. Due to payment channel restrictions, if the order is successfully paid for more than 180 days, the refund cannot be successfully completed, so it is impossible to make an independent refund for this type of order;
5. COD orders and virtual product orders do not support independent operation refunds;
6. The refund amount will be calculated according to the proportion of merchant refunds and commission refunds. If the order includes tax, the tax refund will be calculated according to the proportion at the same time;
7. After confirming the refund, it will be returned to the buyer's account in 3-15 working days. Please remind the buyer to check it.
Two, operation tutorial
1. Click Transaction-Order Status, click "View Details":
2. Enter the order details page and click "Refund to Buyer":
3. Enter the refund page and enter the refund amount:
4. Confirm the refund amount and click "Confirm Refund":
5. After the submission is successful, check the refund record:
3. FAQ
Q: How to deal with refunds for orders over 300 USD? Answer: You can find Xiaohe online for assistance.
About the worry-free return protection plan dry goods sharing
1. What are the worry-free return guarantee plans?
The worry-free return guarantee plan is divided into 16 countries with worry-free return guarantee plans , namely the United States, Canada, Australia, UK, France, Spain, Germany, Russia, Brazil, Israel, South Korea, Saudi Arabia, UAE, Poland, the Netherlands and Italy and AE+ Worry-Free The return protection plan is Russia's worry-free return protection plan. Sellers can choose to participate according to the actual situation of their stores. However, it should be noted that the two worry-free retirement plans cannot be joined at the same time.
Note that from July 29, 2021, the above Worry-Free Retirement and Worry-Free Retirement A+ (Russian Plan) will be merged, increasing the coverage of countries from 16 to 24, and adding Chile, Ukraine, Japan, Mexico, Belgium, Czech Republic, Switzerland, Portugal.
2. If you want to exit the AE PLUS worry-free return protection plan , you can click here , log in to your store account, and click [More] on the page to exit.
Note: You can only apply for joining again 30 days after the same worry-free withdrawal plan is
successfully withdrawn .
3. After the buyer initiates an unreasonable return dispute, how to return the goods?
Buyers from the United States, Canada, Australia, Britain, Germany, the Netherlands, Italy, and Israel can refer to: How to use Free Return for buyers from US/CA/AU/GB/DE/NL/IT/IL? Russian buyers can refer to: How to use Free Return for buyers from Russia?
Korean buyers can refer to: How to use Free Return for buyers from South Korea?
Saudi Arabia and UAE buyers can refer to: How to use Free Return for buyers from Saudi Arabia & UAE?
French buyers can refer to: How to use Free Return for buyers from France?
Spanish buyers can refer to: How to use Free Return for buyers from Spain?
Brazilian buyers can refer to: How to use Free Return for buyers from Brazil?
Polish buyers can refer to: How to use Free Return for buyers from Poland?
Note: If the buyer cannot download the return form for help, you can ask the buyer to keep a screenshot of the page that cannot be downloaded and consult the buyer’s customer service; if the buyer feedbacks that the post office refuses service because the returned package is too large, you can suggest that the buyer provide local Address and post office address and feedback the buyer's customer service processing.
4. For a worry-free return order, how long is the time limit for the buyer to initiate a return without reason?
Because during the epidemic, the time limit for buyers to return the goods has been adjusted,
usually about 15 to 30 days, and the specific time is subject to the buyer's backstage display.
5. Where should I view the bound Alipay account or how to modify it?
You can directly view or modify the bound Alipay account number in the section " Modify Claim Collection Account " in the section of [ Transaction]-[Logistics]-[Worry-free Return Guarantee Plan] .
6. How many times can I enjoy the free return service for an order?
Buyers of a worry-free return order can only enjoy one free return service. If the buyer initiates multiple returns under one order, the buyer can return the goods in a package to enjoy the free return service; but if the buyer has already used the free return service and then initiates a return request under the same order , then Buyers will no longer enjoy the free return service, but they
can still enjoy the local return service , and the return shipping fee shall be borne by the buyer.
7. After the buyer successfully returns the goods, how much compensation can I get?
Compensation (RMB) = Amount actually paid by the buyer (USD) * US dollar to RMB exchange rate (the exchange rate is based on the Bank of China official website data on the 1st of each month). The actual payment does not include any form of store coupons and shipping costs, and does not 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 .
After the order is refunded, the seller will generally be paid within 5 working days. You can check it in your bound domestic Alipay account. If you have any questions, please call the customer service hotline 95188-9 and provide the service order number (insurance policy number) corresponding to the order . The manual service time is 8:00-24:00 every day.
8. How to determine whether the order is a worry-free return order?
First of all, you can inquire in the [Export Records] of [Service Order List] in "My AliExpress> Products> After-sales and Service> Worry-Free Return Guarantee Plan" in the seller's backstage . Currently, it supports exporting 1,000 order records.
9. How to check the policy number of the worry-free return order?
In the service details page, you can find the specific order under the [Service Order List], and click [Details] to view the corresponding service order number, that is, the policy number, and the amount of protection corresponding to the order.
10. What is the remark of the compensation payment made by Alipay to the seller for the local return order?
The compensation is going to the AliExpress account bound to the merchant, and it will be
noted : AliExpress hassle-free return compensation (" + order number + ")
11. Why I have joined the worry-free return plan, and the order is also a worry-free return order, but
the buyer initiates a dispute and needs me to respond?
When a worry-free return order is not initiated by the buyer without reason and the payment is returned, there is a situation that requires the seller to respond.
Summary of the old version of Worry-Free Retirement Issues
The old version of worry-free withdrawal notice
Dear AliExpress merchants,
The old version of Worry-Free Return will be officially offline on December 30, 2021. In order to provide better service and meet your needs for returns in the future, we have packaged and upgraded the product. The upgraded product will cover more countries (24 countries) than the old version, the pricing will be fairer and more reasonable, and the opened merchants will gradually be included in the threshold of KA identity authentication and important marketing activities.
Upgrade path: Log in to the "AliExpress background-products-after-sales and service-worry-free return guarantee plan" with the main account, and perform the upgrade on the entry page.
What are the possible problems with the old version of Worry-Free Retirement:
1. The impact of the old version of Worry-Free on merchants after it is retired?
For merchants who use the old version of Worry-Free Refund, orders placed before the offline date (December 30) will continue to be insured and guaranteed according to the old version of the rules; orders that are closed in the future will no longer be insured and guaranteed, and the merchants will no longer Enjoy the "Free Return" exclusive label, traffic tilt, ancillary rights, and bear the buyer's return risk.
2. Inquiry about the old version of Worry-Free Deposit Insurance Policy?
For the convenience of users to query, the old version of the detailed information query portal will continue to be retained until March 30, 2022.
3. What are the benefits of joining Worry-Free Retirement?
1 Exclusive traffic blessing to promote transactions: After opening the service, you will enjoy the exclusive label of "Free Return". Related tags will be transparently transmitted across the entire link of search, recommendation, product details page, order page, and order list to increase product exposure and promote transaction conversion.
2Guarantee the risk of return and receive payment with peace of mind: Buyers who purchase the corresponding 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; after the returned goods pass the quality inspection, you will get insurance Compensation to help you resist the risk of return.
4. What is the difference between the new and the old version of Worry-Free Retirement? 1 Tiered pricing, fairer prices: low-risk low pricing, high-risk high pricing.
2 Covering countries expanded from 16 countries to 24 countries: Chile, Japan, Ukraine, Mexico, Belgium, Czech Republic, Portugal, and Switzerland were newly added.
3 Upgrade of the return experience: Generate a logistics invoice online, which is visible to the seller of the return node; if the return process adopts the official logistics, the return is abnormal, and the company will cover it.
4 Gradually include KA identity authentication and the threshold of important marketing activities: it has been clearly defined as the KA threshold for the large apparel industry, and the threshold for France's tens of billions of subsidy activities. Other industries and activities will also be gradually expanded.
5. How to confirm that my store has joined the old version of Worry-Free Refund?
You can log in to "AliExpress Back Office-Products-After-sales and Services-Worry-free Refund Protection Plan" with your main account, and on this page "Click here to view the old version of the worry-free return protection plan" and "Old version of the AE Plus worry-free return protection plan (only Cover the Russian version) Click here to view".
Note: Instead of clicking "View Details", if you click "View Details", you will enter the new version of the worry-free exit page and upgrade the operation.
6. How to arrange the new version of the worry-free refund international Alipay deduction link? The international Alipay deduction function that is bound to AliExpress stores is currently under development and is expected to be completed in late December. After the function is launched, we will notify you in time and guide users who need to switch to international Alipay to complete the relevant operations, so stay tuned!
What are the countries and categories supported by the Worry-Free Return Guarantee Program?
The supported primary and secondary product categories are as follows: click to download to view the specific categories.
Cover merchants
Self-registration
Coverage category
Excluding custom-made/underwear/food/adult products/virtual products/second-hand products, 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
Covering countries
Russia, United States, Spain, France, Brazil, Netherlands, Israel, Poland, United Kingdom, South Korea, Germany, Italy, Canada, Australia, Saudi Arabia, UAE
New countries: Chile, Ukraine, Japan, Mexico, Belgium, Czech Republic, Switzerland, Portugal
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
The response means "agree" or "reject and give to the new plan", only uploading evidence does not count
【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.
Concentrated problems in recent disputes about product mismatch
We have sorted out recent concentrated scenes of problems that merchants do not approve of the results of disputes, involving product releases and response operations in dispute resolution. They are all high-frequency scenarios that can lead to asset loss. I hope that after understanding these scenarios, merchants will avoid similar behaviors in their stores to cause asset loss.
Note: The following situations are all unacceptable scenarios for appeal business, except for the inability of the merchant to operate due to system abnormalities. Merchants must be cautious in handling disputes to avoid inability to appeal after the case is closed, which may cause loss of assets.
[Scenarios where appeals are not accepted]
Dispute status 1: The case is closed during the dispute negotiation period
Scenario 1: After the buyer initiates a dispute, the merchant responds overtime, leading to the settlement of the dispute refund
Note: Order disputes were settled during the negotiation period, due to the merchant's failure to respond within 5 days. At present, the dispute has been closed, and this situation does not support the appeal. Please pay more attention to disputes submitted by buyers and respond in a timely manner when processing orders daily. Note: 5 days response time rule, http:// seller.aliexpress.com/notices/article-1798.html?tracelog=sellernotice02
Scenario 2: The merchant agrees to the buyer's plan to refund the case, and then contact the
platform to feedback the wrong point, which leads to the agreement
Note: Because the seller agreed to refund the buyer’s plan during the negotiation period, the platform did not intervene. After the dispute is refunded, appeals are not supported. When responding to disputes, especially when agreeing to the buyer's plan, please confirm the amount and plan content before proceeding.
Dispute status 2: Dispute arbitration stage, no valid evidence is provided, and the dispute is closed
Scenarios: short loading, empty package, missing files, missing accessories, failing to submit valid materials to prove evidence in accordance with the requirements of the dispute commissioner in the dispute, and provide evidence to contact the platform to appeal after the dispute is refunded.
Note: After the order dispute is escalated to arbitration, the platform will intervene in the processing stage. The platform dispute commissioner will guide both parties to submit proof. Both parties need to submit valid proof in the dispute. If the dispute is not submitted, the dispute has been refunded and the complaint will not be established. When the dispute is in progress, please follow the arbitration guidance in a timely manner, provide relevant effective evidence, and upload it in the dispute response window in a timely manner.
Dispute status 3: After-sales treasure dispute is closed
Scenario: After the after-sales treasure dispute case is closed, contact the platform to apply for the dispute rate exemption
Note: The result of dispute appeal will not cause the dispute rate to be washed out. Initiation of disputes due to non-buyer reasons, except that the buyers and sellers have reached an agreement during the dispute period, or the buyer cancels the dispute. 1. Disputes of after-sales treasure, if you think the buyer is abnormal, you can log in: https://pform.aliexpress.com/ webcase#/list?bizCode=vwuqst12&sessionType=aliexpress , choose: [I want to report the abnormal buyer] Can initiate a report
After the complaint is established, the relevant indicators will be cleaned up. 2. The platform has launched the after-sales treasure negotiation plan. After joining the plan, after the buyer submits the dispute, the merchant can have 3 days to negotiate with the buyer to settle the dispute. The dispute is settled through consultation and will not be included in the dispute filing rate. Product introduction: Click here to view the precautions and video interpretation: Click here to watch
Function entrance: Merchant backstage-merchandise-after-sales and service, or click here to enter
Dispute status 4: Disputes over mis-posted orders/damaged packages caused by logistics. Disputes over mismatched goods in the finalized case
Scenario: Disputes over mis-posted slips/packages with damaged goods and mismatched versions, logistics reasons lead to contacting the platform to apply for the dispute rate exemption
Note: The rate of disputes about misalignment of goods caused by logistics reasons such as pasting the wrong face list. If you need to apply for exemption, please use Cainiao Logistics to deliver the part, please go to the seller to file a logistics complaint. After Cainiao’s complaint is established, AliExpress will synchronize The system automatically exempts the data from the rookie.
1. How to initiate a logistics complaint on the rookie terminal, click here to view
2. After the logistics complaint is established, there will be 2 days of synchronization time if the
goods are not compatible with the version dispute rate data.
Dispute status 5: The dispute over the wrong version of the product with the description inconsistent has been settled
Scenario: There was a violation of SKU search when the product was released, and then the buyer submitted a dispute about the mismatch of the product. Example: Put the goods belonging to different categories (such as main parts and parts, suits and single products, tops and pants) at the same time In the SKU of a product, the buyer submits a dispute over the incorrect version of the product after placing the order.
Note: When the product was released, it involved AliExpress product release violations, search cheating violations, and after the order was generated, the buyer submitted a refund for a dispute over the incorrect version of the product. In this case, the business has violated the rules first, and the dispute appeal is generally not supported.
It is recommended that merchants understand the information related to product release and sku violations, publish compliance information, and avoid it from the source.
Other improper publication rules, click here to view
SKU search rules, click here to view
【Provide valid evidence to appeal at one time】
Dispute status: the result of the appeal is not established
Scenario: The appeal has been appealed through online customer service and the appeal failed Note: After the general dispute is settled, the merchant backstage of the refund order can appeal once. When businesses contact Xiaomi Robots, they can also provide valid evidence to appeal through Xiaomi. Regardless of the complaint submitted by the merchant through Xiaomi
or manual customer service, the Ombudsman will review the dispute and judge the responsibility. Without effective proof, repeated appeals will not increase the success rate of appeals. In the case that the merchant provides valid proof for the dispute result, the customer service will assist the merchant to submit another dispute appeal. After 9.1, if the merchant has already appealed once on the manual terminal, the appeal result is not valid, and the manual terminal does not support the submission of an appeal without special circumstances
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