ground rules
Chapter II Trading Rules
Section 1 Registration
Article 9 The mailbox used by the seller on AliExpress shall not contain relevant information that violates national laws and regulations, is suspected of infringing on the rights of others, or interferes with the operation order of AliExpress, otherwise AliExpress has the right to require the seller to replace the relevant information.
Article 10 The email address and contact information used by the seller for registration on AliExpress must belong to the authorized representative of the seller, and AliExpress has the right to verify the email address; otherwise, AliExpress has the right to refuse to provide services.
Article 11 The seller is obliged to properly keep the access rights of the account. All operations and business activities under the account (including but not limited to the sub-accounts opened by the seller under the account) are regarded as the seller's behavior.
Article 12 AliExpress has the right to terminate or withdraw accounts that have not passed identity authentication or have not logged in to AliExpress or TradeManager for 180 consecutive days for one year.
Article 13 The user's account on AliExpress is closed due to serious violations, and the account cannot be re-registered; if it is found that the account has been re-registered, AliExpress has the right to immediately stop the service and close the seller's account.
Article 14 The member ID of AliExpress is automatically assigned by the system after account registration and cannot be modified.
Section 2 Certification, Access and Opening of Stores
Article 15 The AliExpress platform accepts legally registered and normal existing individual industrial and commercial households or companies to open stores, and has the right to verify and authenticate the seller's main status, including but not limited to entrusting Alipay to conduct real-name authentication. Sellers who are authenticated through Alipay real-name authentication should provide real and valid legal representative name and identity information, contact address, registered address, business license and other information during the process of binding AliExpress account and Alipay account.
Article 16 If the certification has been passed, the category investment admission is completed according to the system process, and then the seller can release the product, and the number of products released is limited to 3,000 (only the merchants after the store's operating performance has been evaluated can increase the number of products released).
Article 17 The seller (whether it is an individual industrial and commercial household or a company) shall also set up a collection account according to law. A security deposit shall be provided in accordance with the seller's rules, or a performance guarantee bond shall be paid to the MYbank (see definition in Article 17bis) in accordance with Article 17bis; if any of the above-mentioned funds have not been paid, the seller shall not start online sales.Article 17-1 The seller agrees to deposit a sum of funds in his designated Alipay account for each opened store according to the category (operating category) it has settled in, and [Alipay] will freeze it as a performance bond under the platform rules ("Margin"). For clarification, if the seller's store is located in multiple categories (operating categories), if there are no other provisions in the seller's rules, the seller of the store should pay the highest deposit in the multiple categories (operating categories). Please refer to the specific amount of each item of security deposit .
Article 17-2 For sellers approved by the platform and Zhejiang Internet Merchant Bank Co., Ltd. (hereinafter referred to as “Online Merchant Bank”), the seller will not need to pay a security deposit, but the seller will accept MYbank as a guarantor for its To carry out business activities on AliExpress in accordance with the platform rules, the guarantee service provided to AliExpress ("Performance Guarantee Service"), for which the seller agrees to pay a fixed amount to MYbank as a counter-guarantee for its performance of the above obligations ("Performance Guarantee"). security deposit").
The seller agrees to deposit a performance guarantee bond in the Alipay designated by the seller for each registered and opened store according to the specified amount of the entry category (operating category), and transfer it from Alipay to the MYbank. For clarification, if the seller's store is located in multiple categories (operating categories), if there are no other provisions in the seller's rules, the seller should pay the highest amount of performance guarantee bond in the multiple categories (operating categories) for the store. Please refer to the specific amount of performance guarantee bond for each item .
Article 19 The seller promises and guarantees that the account registration and authentication are the same subject, and the authentication subject is the subject of the AliExpress account. If the seller uses other platform accounts under Alibaba Group (including but not limited to Taobao account, Tmall account, 1688 account, etc.) to apply for opening category services, the seller promises and guarantees that the subject authenticated by AliExpress and the account are registered in Alibaba Group. The authentication subjects of other platforms under the Alibaba Group are the same, otherwise the platform has the right to immediately stop the service and close the AliExpress account; at the same time, if the seller uses the AliExpress account to apply for registration or open an account on other platforms under Alibaba Group, he promises and guarantees that the same subject will be used. Perform certification or related registration on the relevant platform, otherwise the platform has the right to immediately stop the service and close the AliExpress account.
Article 20 The seller who has completed the certification shall not register or use the buyer account on AliExpress. If AliExpress has reasonable grounds to suspect that the seller registers the buyer account on AliExpress in any way, AliExpress has the right to immediately close the buyer Member accounts, and market management of sellers in accordance with these rules. If the circumstances are serious, AliExpress has the right to immediately stop the service to the seller.
Article 21 Sellers shall not trade AliExpress accounts (or other sellers' rights and obligations) in any way, including but not limited to transferring, renting or lending accounts. If there is any relevant behavior, the seller shall be jointly and severally liable for the behavior under the account, and AliExpress has the right to immediately stop the service and close the AliExpress account.
Article 22 If the seller who has completed the certification and has entered the platform voluntarily withdraws or is allowed to leave the AliExpress platform and no longer operates, the platform will stop the category service authority under the seller's account (including but not limited to withdrawing the internal letter, and completing the order). Message function and store home page function, etc.), stop store access support. If the seller stops operating on the platform for more than one year (regardless of whether the account is used or not), the platform has the right to close the account.
Article 23 AliExpress store names and second-level domain names need to abide by the naming specification "AliExpress Second-level Domain Name Application and Use Specifications" , and must not contain violations of national laws and regulations, suspected infringement of the rights of others, or interference with the operation order of AliExpress, etc. Relevant information, otherwise AliExpress has the right to refuse the seller to use the relevant store name and second-level domain name, or cancel the store name and second-level domain name after discovery.
Section 3 Commercial Standard Entry and Operation
Article 24 In order to protect the rights and interests of consumers, sellers who apply for the operation of trademark products must provide the trademark registration certificate, authorization letter or purchase invoice required by the system, and the trademark products can be released only after the review and approval. Under these rules, "trademark" refers to a trademark that has obtained a trademark registration certificate or a trademark acceptance notice issued by the statutory trademark management department.
Article 25 Access and Operation Restrictions of Restricted Trademarks
(1) Stores shall not sell related trademarks suspected of unfair competition (“restricted trademarks”), that is, any of the following types of trademarks or brands:
1. The same or similar to AliExpress's existing brands, channels, businesses, categories, etc.;
2. Contains industry names or common names or industry hot search terms;
3. Brands that include famous personalities and place names;
4. Identical or similar to well-known brands.
5. Purely graphic trademarks;
6. The industry that operates the brand closure management rules does not belong to the list of invited brands in the industry and has not passed the brand audit.
(2) AliExpress has the right to refuse or terminate the application for the operation of restricted trademark products at the time of entry; for those that have already operated restricted trademark products, AliExpress has the right to require relevant products to be processed in accordance with the procedures specified in the seller's rules. Take down.
Article 26 Affects the access and business restrictions of consumer rights brands. If the brand you operate has the following conditions during or after the entry, the platform will have the right to remove the brand's products according to the seller's rules, and you may not continue to operate:
(1) The branded products are certified by AliExpress or a third-party professional organization to be produced by manufacturers without production qualifications, and do not meet national, local, industry, and enterprise mandatory standards;
(2) The brand has been judged by AliExpress or a third-party professional organization to constitute counterfeiting of others’ trademarks, commodity names, packaging and decoration, enterprise names, product quality marks, etc., or easily cause consumer confusion and misunderstanding;
(3) The brand has been proven to have a high dispute rate, high complaint rate, and low market recognition during the operation period. The average score of the brand’s product description is seriously lower than the industry average, which seriously affects the consumer experience. significantly improved.
Section 4 Publishing Products
Article 27 For a store that selects the "Standard Sales Plan", the upper limit of the number of online products in the store is 3,000; for a store that selects the "Basic Sales Plan", the upper limit for the number of online products in the store is 300; Special Category The maximum number of online products in each category is 5. The platform reserves the right to adjust the number of products that can be published from time to time for the development of the industry and the interests of consumers.
Article 28 It is the seller's basic obligation to describe the goods truthfully and to assume the responsibility for guaranteeing the quality of the goods they sell. "Accurate description of the product" means that the seller should provide a true and complete description of the basic attributes, color, defects and other information that must be explained on the product description page, store page, and other channels provided by AliExpress.
Article 29 The seller shall ensure that the commodities it sells can be used normally within a reasonable period of time stipulated by the laws of the importing country, including that the commodities do not have unreasonable dangers endangering personal and property safety, have the usable performance that the commodities should have, meet the The standard used, etc. are indicated on the packaging.
Article 30 Sellers who release commodities on AliExpress shall strictly abide by these rules. For details, please refer to the "AliExpress Industry Standards" .
Section 5 Search Sorting
Article 31 AliExpress has the right to sort the products on the platform according to the unified algorithm set by the system. The ranking of products on the search page includes various factors, including but not limited to the quality of the information description of the products, the correlation between the products and the buyer's search needs, the transaction conversion ability of the products, the seller's service capabilities, and the situation of search cheating. For details, please refer to "Analysis of AliExpress Platform Search Ranking Rules"
Section VI Order Timeout Regulations
Article 32 Closing of orders: For general commodities on the platform, if the buyer fails to pay or the payment has not arrived within 20 days after the buyer places the order, the order will be closed over time. In special transaction scenarios such as flash sales and limited-time purchases, in order to protect the interests of sellers, orders that have not been paid by buyers or have not been paid will be closed within a reasonable time limit (from half an hour) as deemed by the platform.
Article 33 Cancellation of the order by the buyer: The buyer can apply for cancellation of the order from the time when the buyer's payment is successful to before the seller delivers the goods. After the buyer applies to cancel the order, the seller can negotiate with the buyer. If the seller agrees to cancel the order, the order will be closed and the payment will be refunded to the buyer in full; if the seller does not agree to cancel the order and has completed the delivery, the order will continue. If the seller does not do anything until the delivery times out, the order closing payment will be refunded to the buyer in full; if the seller has partially shipped the order and the delivery has not been completed within the delivery period, the order closing payment will be fully refunded to the buyer. buyer.
Article 34 Seller's delivery overtime: From the time when the buyer's payment is successful to the stocking period, if the seller cannot deliver the goods in time, the buyer can negotiate with the buyer and the buyer submits an application for extending the seller's stocking period. The seller needs to negotiate Delivery within the time limit; if the seller does not complete the delivery within the stocking period, the order delivery will be closed over time and the payment will be refunded to the buyer in full.
Article 35 The buyer confirms the receipt of the goods overtime: from the time the seller declares that all the goods have been delivered, the buyer must confirm the receipt within the delivery time promised by the seller (if the delivery time promised by the seller is less than the default value of the platform, then The default value of the platform shall prevail), during which the seller should communicate with the buyer about the receipt of the goods in a timely manner; if the buyer has not received the goods, the seller can extend the buyer's delivery time; if the buyer has not confirmed the receipt of the goods And if no refund is applied, the buyer of the order confirms that the delivery is overtime and the transaction is deemed complete.
Article 36 The buyer applies for a refund: After the seller declares that all shipments are delivered, if the delivery time promised by the seller is less than 10 days (natural day, unless otherwise specified, the same below), the buyer will You can apply for a refund. If the delivery time promised by the seller is greater than or equal to 10 days, the buyer can apply for a refund 10 days after the seller ships the goods. See Section 8 - Disputes
Section 7 Logistics
Article 37 Shipping and Logistics
(1) Based on the platform's logistics policy, sellers can independently choose the logistics services used for delivery, including but not limited to online logistics service providers on the Cainiao platform, Cainiao worry-free logistics or other offline logistics methods. However, if there are special regulations for the delivery platform to some countries, the seller should follow the regulations. Regardless of whether the seller chooses online or offline logistics services, the seller shall accurately and comprehensively disclose the relevant information of the logistics service to the buyer, including but not limited to the logistics service fee charged by the seller to the buyer, and the offline logistics specified by the seller. The additional logistics fees (such as logistics service fees, customs duties, VAT, etc.) charged by the service provider to the buyer, etc. If the seller fails to accurately disclose the relevant information of the logistics service to the buyer and the buyer files a dispute, the buyer has the right to cancel the transaction, and the seller shall bear the full cost of the failure to inform the buyer.(2) If the buyer chooses the logistics method by himself, the logistics method selected by the seller must be the relevant logistics method selected by the buyer. Without the buyer's consent, the logistics method shall not be changed without reason.
(3) When the seller fills in the delivery notice, the waybill number filled in must be complete, true and accurate, and can be queried.
(4) At the same time, in order to ensure business order and buyer experience, for orders in special markets, sellers should choose the logistics method of delivery according to the logistics policies listed in the table. Click for details.
- Overseas warehouse shipments are not subject to the above logistics policy adjustments
-Economy/Simple/Standard/Express logistics service list link
- For questions related to this rule, please refer to the FAQ , please click
Article 38 Logistics Protection Policy
(1) Orders using online delivery logistics:
1. If there are "DSR logistics service 1, 2, 3 points" and "dispute filing", "arbitration filing", and "seller liability ruling rate" caused by logistics reasons, the platform will evaluate these 4 indicators of the order. Exemption (that is, not recorded in the relevant platform evaluation);
2. For disputes arising from logistics problems (such as the wrong address for delivery, but the seller fills in the correct address), the seller can initiate an online delivery complaint, see details
(2) Orders shipped by worry-free logistics:
1. If there are "DSR logistics service 1, 2, 3 points" and "dispute filing", "arbitration filing", and "seller liability ruling rate" due to logistics reasons, the platform will evaluate these 4 indicators of the order. disclaimer;
2. For disputes arising from logistics problems, the platform will directly intervene to verify the logistics status and determine the responsibility;
3. Refunds for disputes arising from logistics shall be borne by the platform (the maximum compensation for standard logistics is 800 RMB, and the maximum compensation for priority logistics is 1200 RMB).
Article 38-Overseas warehouse declaration
If the seller is in the EU (including the existing 28 EU member states and other member states that may be added in the future, the existing EU member states are Austria, Belgium, Bulgaria, Cyprus, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany , Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom) have warehouses and store goods sold on the AliExpress platform ("Overseas Warehouse"), the seller should declare to AliExpress. The seller should declare to AliExpress through the system (platform background - overseas warehouse) within three working days after the overseas warehouse is established; if the seller violates the above-mentioned overseas warehouse declaration obligations, it constitutes a violation, and AliExpress has the right to take measures to deal with the violation. , restrict sellers from selling some or all of their products to specific countries. If the seller violates the rules and causes other losses to AliExpress, AliExpress has the right to take other punishment measures against the seller in accordance with these rules, and reserves all rights to seek legal remedies.
Article 38-2 AliExpress Order Online Rate Rules
Section 8 Disputes
Article 39 After the seller ships the goods and fills in the delivery notice, if the buyer does not receive the goods or is dissatisfied with the received goods, he can apply for a refund at the earliest 10 days after the seller has delivered all the goods (if the time limit set by the seller reaches the If the time is less than 10 days, or it is an order from the Russian boutique museum or a local warehouse service order, the buyer can apply for a refund immediately after the seller has shipped all the goods), and a dispute process will be generated in the system when the buyer submits the refund application (“Dispute ”).
Article 40 Except for the disputes stipulated in Article 42 and Section 9 of this section, after the buyer submits or revises the dispute, the seller must click "Accept" or "Reject" to the buyer's dispute within 5 natural days, otherwise The order will be executed in accordance with the refund request made by the buyer.
Article 41 If the seller does not agree with the buyer's dispute, the seller shall conduct independent negotiation with the buyer within 7 natural days from the date when the buyer files the dispute; if the dispute cannot be resolved after the negotiation, the dispute will be settled after the above-mentioned period. Submit to the platform for arbitration.
Article 42 For disputes that have been upgraded to the platform, but are judged by the platform as not belonging to after-sales treasure or worry-free logistics service orders in accordance with these rules, the seller and buyer shall accept arbitration from the date the platform makes the above judgment.
Article 43 In order to improve the buyer's experience and confidence in the platform and sellers, the platform encourages sellers to actively negotiate with buyers; if the negotiation is inconsistent, the platform has the right to take the initiative to intervene to give suggestions and solutions. However, in such cases, the platform's intervention will not affect the equal negotiation between buyers and sellers.
Article 44 If the buyer and the seller reach a refund agreement and the buyer agrees to return the goods, the buyer should complete the return shipment and fill in the delivery notice within 10 days after reaching the refund agreement, and AliExpress will handle it as follows:
(1) If the buyer fails to fill in the delivery notice within 10 days, the refund process will end and the transaction will be completed;
(2) The buyer fills in the delivery notice within 10 days and the seller confirms the receipt within 30 days, and AliExpress executes it according to the refund agreement;
(3) If the buyer fills in the delivery notice within 10 days, and the seller does not confirm the receipt within 30 days and the seller does not file a dispute, AliExpress will execute it according to the refund agreement;
(4) Within 30 days after the buyer returns the goods and fills in the return information, if the seller does not receive the return or the goods received are incorrect, the seller can also submit it to AliExpress for dispute resolution.
Article 45 After some disputes are raised by the buyer, the platform will intervene first in accordance with these rules or other agreements; if the platform determines that the seller needs to bear the responsibility, the seller should execute the result according to the judgment after the platform determines the responsibility. Such disputes include, but are not limited to:
(1) Order disputes for enjoying after-sales service;
(2) Disputes over the use of worry-free logistics and compliance with relevant standards, which are handled by the logistics party;
(3) Other types of disputes that the platform first intervenes in accordance with the contract.
Section 9 After-sale service
Article 46 After-sale treasure service. In order to enhance the competitiveness of the platform and ensure the buyer's experience, the platform will provide payment processing services to sellers for orders of specific categories of goods in the event of disputes arising from specific goods not being published on the basis of comprehensive consumer feedback and various industry conditions ( "After-sale service"). This service is provided free of charge by the platform for eligible sellers. The specific permission opening conditions and applicable disputes over the wrong version of the goods are subject to these rules. The after-sales service does not exempt any seller from obligations or responsibilities under the rules of the platform, agreements with buyers and laws and regulations.
Article 47 Open categories. The platform provides after-sale treasure services for sellers who meet the conditions stipulated in these rules based on the order. That is, if the goods sold by the seller are of the specified category, and the order dispute complies with the dispute of the specific goods not in the version determined by these rules, then the platform will deal with this for the seller. After-sales service is provided for orders. In this regard, the platform reserves the right to close or add any category (subcategory) at its own discretion.
Article 48 Restrictions on after-sale treasures. Sellers who enjoy the free after-sales treasure service should abide by the following agreements, otherwise the platform has the right to stop your after-sales treasure after notification (subject to the notification), and has the right to compensate the buyer for the part of the payment on the platform if you maliciously violate the rules. Recover from you:
(1) For order disputes that do not enjoy after-sales treasure, sellers should actively perform relevant obligations in accordance with platform rules, respond to buyers in a timely manner according to the dispute process, and handle relevant disputes in good faith.
(2) Even if the seller is enjoying the after-sales service, if the platform believes that the seller's cooperation is required to resolve disputes, the seller should make every reasonable effort to cooperate with the platform and the buyer, including but not limited to providing or clarifying information about the product, providing product problems Analysis, correction of unclear product information, etc. If the seller refuses to cooperate, the platform has the right to terminate the after-sales service and require the seller to directly bear the costs and responsibilities of the relevant dispute resolution to the buyer.
(3) The seller shall use the after-sales treasure service in good faith, and shall not abuse the after-sales treasure in any way, including but not limited to shoddy charging, repackaged goods, short packages and less delivery, empty packages, selling fake goods, collusion buying Home fraud, after-sales treasure compensation, etc. For further explanation, the abuse of after-sales treasure and the inability to enjoy after-sales treasure services also include (but are not limited to):
1. The buyer complains that the seller sells fake or other infringing goods;
2. The buyer complains that the seller sells the prohibited and restricted goods on the platform;
3. The goods received by the buyer appear short-packed, short-delivered, or empty for many times (regardless of whether the seller’s fault can be proved);
4. The buyer complained that the seller did not deliver the goods according to the agreed logistics method;
5. The buyer complains that the received product is inconsistent with the purchased product, does not belong to the same category or/and the value difference is very significant according to the platform's judgment;
6. The buyer and seller have reached an agreement on the dispute at any time;
7. The seller informs the buyer that the platform will refund directly or indirectly, expressly or implicitly, or encourages the buyer to file a dispute;
8. The seller exists and admits the fault to the buyer (such as admitting to send the wrong goods), and asks the buyer to submit a dispute and promise a refund;
9. Disputes caused by the seller's product information being incorrectly described, significantly misleading or unclear.
Article 49 If the seller abuses the after-sales treasure service, the platform has the right to recover from the seller all the loss of funds paid by the platform to the buyer for its order dispute; for the seller who abuses the after-sales treasure service and maliciously obtains the after-sales treasure funds, it is suspected of breaking the law and crime. The platform has the right to report the case to the enforcement agency.
Article 50 The situation of after-sale treasure does not apply. In the case of disputes over the wrong version of the goods or other disputes that do not apply to the after-sales service under these rules, you should still be the seller and the responsible person to perform obligations and assume relevant responsibilities to the buyer. For further clarification, such situations in which after-sales treasure is not applicable include but are not limited to:
(1) Logistics disputes such as "unreceived goods", "overtime within the time limit" or "package damage" filed by the buyer;
(2) The buyer receives the goods in short packages, less delivery or empty boxes;
(3) Disputes filed by the buyer for unreasonable returns, such reasons include but are not limited to: the buyer placed a wrong order, the buyer no longer needs the ordered product, the buyer purchased a lower-priced high-quality product, etc.;
(4) Order disputes for sellers whose accounts are in the disabled (closed) state. In order to avoid ambiguity, after the seller's account is closed for any reason, any orders traded by it will no longer enjoy the after-sales service.
Article 51 The seller should know and agree to accept the after-sales service. The platform has the right to explain the circumstances in which the after-sales service is not applicable, and has the right to revise the after-sales rules from time to time.
Section 10 Evaluation
Article 52 The evaluation of the platform is divided into credit evaluation (Seller Summary) and store rating (Detailed Ratings). Among them, "credit evaluation" includes "review rate" and "review content", and "review content" includes "text review" and "image review". "Store rating" refers to the accuracy (Item as described), communication quality and response speed (Communication), and reasonable delivery time ( Shipping speed) is a one-way rating from buyers to sellers. Credit evaluation Both buyers and sellers can make mutual evaluations, but seller sub-scores can only be made by buyers to sellers.
Article 53 All orders shipped by sellers can be evaluated by both buyers and sellers within 30 days of the end of the transaction. If the buyer files a dispute over not receiving the goods and a refund occurs, after the refund is over, both the buyer and the seller can evaluate it within 30 days after the transaction ends, but it will not be included in the favorable rate.
Article 54 For credit evaluation, the buyer's evaluation will take effect immediately; if neither party has given an evaluation, the order will not have any records;
Article 55 Calculation of Positive Feedback Ratings, Product Score and Store Score (Feedback Score):
(1) The order of your store will be counted into the favorable rate and product score according to the automatic judgment of the system;
(2) The evaluation of special products such as supplementary shipping fee/price difference, gift categories, customized products, etc. will not be included in the praise rate and product score. For reviews other than the above, the merchant's favorable rate and merchant/product rating will be calculated normally. Regardless of the order amount, it is unified as: four-star five-star +1, three-star 0, one-star and two-star -1.
Article 56 Evaluation files include the summary of recent evaluations (name of member company, favorable rate in the past 6 months, and the starting date of membership), evaluation history (within the time span of the past 1 month, 3 months, and 6 months accumulated history). , and the evaluation records (all evaluation records obtained by members, all evaluation records given, and designated evaluation records within a specified time period).
Positive rate = number of positive reviews within 6 months / (number of positive reviews within 6 months + number of negative reviews within 6 months)
The rate of negative reviews = the number of negative reviews in 6 months / (the number of positive reviews in 6 months + the number of negative reviews in 6 months)
Average star rating = total star rating for all reviews / number of reviews
The average score of each item in the seller's sub-item score = the sum of the buyer's score for the sub-item / the number of evaluations (rounded up)
Article 57 For credit evaluation, the buyer and the seller can reply and explain the negative evaluation they have received.
Article 58 AliExpress has the right to treat the evaluation and sales corresponding to abnormal orders without scoring, blocking, deleting, etc. Abnormal orders include but are not limited to the following situations:
(1) The transaction entity is found to be significantly different from normal transactions in registration, login, transaction, evaluation, refund, after-sales and other links;
(2) There are orders that disrupt the operation order of the AliExpress platform or merchants;
(3) Other orders that have no reference significance for end consumers in their shopping decisions.
Article 59 AliExpress has the right to delete evaluations that include personal attacks or other inappropriate remarks. If the buyer's credit rating is deleted, the corresponding seller's sub-item rating is also deleted.
Article 60 AliExpress reserves the right to change the credit evaluation system, including evaluation methods, evaluation rate calculation methods, and various evaluation rates.
Section 11 Loans
Article 61 In order to ensure the safety of transactions on the AliExpress platform and protect the legitimate rights and interests of buyers and sellers, AliExpress and its affiliates shall determine the corresponding loan time and loan rules in accordance with the platform rules and these rules when they meet the prescribed conditions.
Article 62 Lending time
(1) Under normal circumstances, AliExpress will release money to the seller after the transaction is completed and the buyer's unreasonable return protection period expires, that is, the buyer confirms the receipt or the system automatically confirms the receipt plus fifteen natural days (or the platform from time to time. After the update and announcement of other effective periods).
(2) According to the comprehensive evaluation of the seller's business and credit by the system (such as operating time, favorable rate, chargeback rate, refund rate, etc.), AliExpress may decide to advance advance payment before the end of the transaction for some orders ("Early Release"). The specific amount of advance loan can be all or part of the order, which is unilaterally determined by AliExpress based on comprehensive evaluation. Sellers can apply to the platform to withdraw from advance lending at any time.
(3) If the seller's account is cleared or closed voluntarily, for the transactions before the account is cleared or closed, in order to ensure the interests of consumers, the platform will release the payment within 180 days after the order is shipped.
(4) If AliExpress believes that the seller is fraudulent, infringing, etc. according to laws and regulations, the agreement of the two parties or reasonable judgment, AliExpress has the right to delay the loan period and process the order payment according to the specific circumstances, or freeze the relevant payment until After the basis is eliminated.
Article 63 Advance loan
(1) For the transactions that have been evaluated and qualified, the platform will make advance loans after the seller has shipped the goods and the buyer's payment has been cleared by the bank. Part of the loan amount is used as the seller's loan deposit to the platform. As for the amount of the deposit, the seller agrees that the platform will adjust it from time to time according to the seller's operating conditions, dispute rate and other factors, and the seller can check the total amount of the deposit in the background at any time.
(2) If there is a dispute over the relevant order, the buyer has no reason to refund or other reasons, the seller needs to refund the purchase price to the buyer, and AliExpress has released the payment in advance for the order, AliExpress has the right to pay the seller's Alipay international account. , The AliExpress account is directly deducted and related compensation is made; for the insufficient compensation (if any), AliExpress has the right to directly deduct from the loan deposit, and if the payment is still insufficient, AliExpress and the buyer have the right to continue to pay. Seller recourse.
(3) Not every seller's order is eligible for advance loan. If any order is abnormal as determined by the platform, or the seller is judged by the system to be incompatible with the situation of enjoying early loan, the platform has the right not to carry out early loan. Orders that are not eligible for advance payment include but are not limited to:
1. The comprehensive management of the order seller (dispute rate, refund rate, favorable rate, etc.) is not good or the data is very small (such as the business time does not exceed three months, etc.);
2. The seller conducts trading operations in violation of the platform regulations;
3. The seller has violated the agreement and these rules;
4. Other platforms deem it unsuitable for early lending.
(4) For sellers who no longer meet the conditions for advance loan after the evaluation of AliExpress, the loan deposit will be refunded 6 months after the date of cancellation notified by the AliExpress platform; during the period, if the buyer, the platform or other In the event of third-party losses or refunds or advances (including but not limited to disputes over orders enjoying early loan), AliExpress has the right to deduct the loan deposit to compensate for the loss, and the remaining part will be released after the expiration of the 6-month period. Return the seller; for the insufficient part, AliExpress has the right to deduct the funds in the seller's Alipay international account, and if the payment is still insufficient, AliExpress has the right to continue to claim it from the seller.
Article 64 Special Provisions on Advance Loan Policy
In order to enjoy the early loan under this agreement, the seller accepts the "Special Agreement for Early Loan", see [ link ] for details.
Article 65 After disbursing the money, the seller shall independently declare or operate the foreign exchange settlement and withdrawal in accordance with applicable laws and regulations, and pay taxes in accordance with the law.
Article 66 When the seller makes a withdrawal, the bank will charge a handling fee of USD 15 per transaction, and the handling fee will be deducted when withdrawing. If the seller's balance is less than US$15, the platform will advise the seller not to withdraw cash; if the seller insists on withdrawing, the seller should make up the US$15 handling fee to the platform or the bank.
Section 12 Withdrawal and Commission
Article 67 Real-time deduction of transaction commissions
(1) Sellers are required to pay a commission based on a certain percentage of their order sales for the information technology services they enjoy. AliExpress has different commission rates for various items, and the commission ratio for each item is shown in the table below. At the same time, AliExpress reserves the right to adjust the commission ratio according to industry development trends, etc., and will issue an announcement in accordance with these rules, which will take effect after the expiration of the announcement period.
(2) The commission ratio of each category:
Category Commission rate Special Category 8% Home Appliances 5% Office & School Supplies 8% Beauty & Health 8% Phones & Telecommunications Mobile Phones 5% Mobile Phone LCDs 5% other categories 8% Tools Garden Tools 5% Measurement & Analysis Instruments 5% Power Tools 5% Tool Sets 5% other categories 8% Furniture 5% Apparel Accessories 8% Computer & Office Office Electronics 5% Tablets 5% External Storage 5% Computer Peripherals 5% Computer Components 5% Memory Cards & Accessories 5% Networking 5% Computer Cables & Connectors 5% Mini PC 5% Laptops 5% Demo Board 5% Industrial Computer & Accessories 5% Servers 5% Desktops 5% KVM Switches 5% Computer Cleaners 5% Software 5% DIY Computer 5% Workstations 5% LCD Hinges 5% Laptop Adapter 5% Laptop Batteries 5% Laptop Cooling Pads 5% Laptop Docking Stations 5% Laptop LCD Inverter 5% Laptop LCD Screen 5% Laptop lock 5% Replacement Keyboards 5% Kids Tablet 5% Tablet LCDs & Panels 5% Tablet PC Stands 5% Tablets Batteries & Backup Power 5% Internal Storage 5% Demo Board Accessories 5% other categories 8% Sports & Entertainment Sneakers 5%
other categories 8% Women's Clothing 8% Weddings & Events 5% Hair Extensions & Wigs 10% Underwear 8% Apparel & Accessories 8% Security & Protection 5% Automobiles & Motorcycles Engine Oil 5% Tires 5% Motorcycle Engine Oil 5% Motorcycle Tires & Wheels 5% other categories 8% Shoes 5% Electronic Components & Supplies 8% Men's Clothing 8% Consumer Electronics Portable Audio & Video 5% Camera & Photo 5% Accessories & Parts 5% Home Audio & Video Equipments 5% Smart Electronics 5% Games & Accessories 5% DIY Parts 5% Power Source 5% Portable HiFi 5% other categories 8% Mother & Kids 8% Luggage & Bags 8% Lights & Lighting 8% Watches 8% Toys & Hobbies 8% Home Improvement Hardware 5% Bathroom Fixture 5% Kitchen Fixture 5% other categories 8% Jewelry & Accessories Fine Jewelry 5% other categories 8% Novelty & Special Use 8% Home & Garden 8%
(3) The platform only charges commission for the final transaction amount. If the order is cancelled and the seller is refunded, the commission will be refunded according to the corresponding proportion.
Article 68 The commission discount for original large-value orders (payment orders over US$1,000 per order) will end on February 22, Beijing time, and commissions will be charged for all orders in accordance with the provisions of this section.
Section 13 Rejection
Article 69 According to international practice and the regulations of VISA, MasterCard and other international card organizations (“Card Organizations”), when a bank card is used to conduct a transaction, if there is a dispute in the transaction (for example, the goods/services are not received, or the goods/services are inconsistent with each other) The description does not match, the card is stolen, etc.), the cardholder can file a chargeback request with the card issuing bank within a certain period of time (generally 120 days, special cases up to 540 days) from the transaction entry date. After acceptance, an investigation will be launched. If the disputed situation complies with the corresponding regulations of the international card organization on chargebacks, the card issuing bank can issue a chargeback to the acquirer through the card organization, a process called chargeback.
Article 70 Common chargebacks are as follows:
When a seller receives a chargeback complaint or dispute for stolen card:
(1) If the seller does not deliver the goods, it is recommended that the seller do not continue to execute the order, and AliExpress will close the order;
(2) If the seller has shipped the goods and filled in the delivery notice on the order page, AliExpress will verify it, and please wait patiently for the result of the chargeback;
(3) If the seller has shipped the goods but has not filled in the delivery notice on the order page, please provide the logistics order number and logistics information to AliExpress customer service within 3 working days , so that AliExpress can verify and follow up; if the seller is overdue If not provided, AliExpress will default that the seller has not shipped, and the order will be closed.
(4) Some buyers will contact the seller to modify the address after placing the order. AliExpress reminds the seller that this behavior of modifying the address after placing the order has a very high risk of bank card theft. If the seller finds that the buyer asks the seller to modify the delivery address of the order through the site letter, telephone or third-party tool during the transaction process, AliExpress recommends that the seller must make an inquiry on the "Risk Address Inquiry" tool (report for the record). ). If the seller does not inquire (report) or if the inquiry result is that the address is not safe, the seller will still deliver the goods, and the seller will be responsible for the subsequent refusal of stolen card; The risk of chargeback is borne by the platform (see: https://sell.aliexpress.com/zh/__pc/announcement/2168.htm?spm=5261.8110209.2335.1.XCIbUp). For sellers encountering such situations, for the platform to cooperate with the investigation of relevant card organizations or to protect the interests of sellers, AliExpress reserves the right to require sellers to cooperate with the proof of delivery information and logistics delivery information, such as when the seller receives an order for an offline address change , please actively cooperate with the proof, otherwise the platform will judge and punish according to the corresponding rules.
(5) In order to maintain a safe trading environment, AliExpress may be closed by AliExpress if there are serious violations including but not limited to "false delivery", "false transaction", "improper profit", etc. in the seller's store. Account, according to the specific transaction situation, AliExpress has the right to determine that the seller should bear the responsibility of the stolen card and refuse to pay and deduct the corresponding refused payment, regardless of whether the seller has carried out address inquiry and risk reporting in accordance with the aforementioned rules.
When the seller receives a complaint or dispute about the chargeback of goods and other types:
(1) The seller should submit the appeal materials in time within 3 working days after receiving the notice of the reason for the chargeback. If the submission is overdue or not submitted, the credit card company will assume that the seller has abandoned the appeal of the order, and the chargeback will be refunded. to buyers. Therefore, when an order has a chargeback for goods or other reasons, if the credit card company for the order requires the seller to provide information to make a judgment on the chargeback, in order to minimize the seller's loss, the seller should log in to the "Message Center- "Notice of Chargeback" Click the appeal link in the notification on the website and provide as complete relevant information as possible according to the prompts on the page ( click here to view the instructions for submitting chargeback appeal materials) to complete the chargeback investigation of the order by the credit card company.
(2) When the cardholder does not approve the result of a chargeback and initiates an appeal, if the seller wishes to continue the appeal through the credit card company, the seller must pay the arbitration fee to the platform in advance) to the corresponding Alipay account on the platform (Alipay account: xiaobaotuangou @service.alibaba.com). The seller authorizes the platform and Alipay to collect and deduct the relevant pre-arbitration fees, and clearly knows that the fees will eventually be charged by the credit card company (pre-arbitration fees: Visa: 750USD; MasterCard: 450USD, and such pre-arbitration fees will be in accordance with the regulations of the credit card company. change from time to time). Pre-arbitration is a neutral decision made by a third-party credit card organization, and the platform only transmits relevant information. If it is ruled that the seller loses the case, the arbitration fee and the amount of the order rejection will be deducted by Alipay; if the seller wins the case, Alipay will apply for a refund of the arbitration fee prepaid by the seller, and the order rejection amount will not be deducted.
Seller acknowledges and agrees that if Buyer makes payment through PayPal, Buyer will have the right to initiate a chargeback request through PayPal in accordance with the User Agreement with PayPal. If a buyer initiates a chargeback request through PayPal and the card organization at the same time, PayPal and the platform will independently investigate and handle the chargeback in accordance with your agreement and rules. Once one of PayPal and the platform has determined the chargeback request in accordance with its own chargeback rules, the other party will terminate its own investigation process and accept the decision of the party that first determined the chargeback request. Therefore, in this case, in addition to meeting the AliExpress investigation procedures and following the AliExpress chargeback rules, the seller also needs to comply with the PayPal investigation procedures and chargeback rules at the same time.
Article 71 In order to avoid or reduce the occurrence of chargebacks, AliExpress recommends sellers (but does not constitute AliExpress's guarantee for the result of chargebacks):
(1) Fair disclosure of information: describe the items being sold in as much detail and accuracy as possible, with photos, specifications, estimated delivery date, etc.;
(2) Reasonably set the time limit for delivery of products and the time limit for expected delivery;
(3) Reasonably publish return and refund rules: clearly publish return and refund rules on the website. AliExpress reminds sellers that certain laws and issuer policies state that buyers have the right to chargeback any unshipped or defective item, even if the seller has stated in advance that all transactions are non-reversible and no returns are allowed. ;
(4) Correct delivery: deliver the item to the buyer's order address or the address reported and passed through the "Risk Address Query" tool (click here for details), and keep the delivery certificate that can be tracked online;
(5) Strengthening communication with buyers, responding in a timely manner and solving buyers’ problems wholeheartedly;
(6) Keep communication records: Please use the platform’s communication tools (such as in-site letters or order messages) to communicate with buyers first, and keep as much information as possible about transactions and customers;
(7) In order to protect the funds of buyers and sellers, maintain the security of the AliExpress platform, and maintain an orderly trading environment, it is recommended that sellers use online refund methods for refunds, and do not use other offline refund methods (PayPal, Western Union) etc) refund to the buyer.
Section 14 Security Deposit
Article 72 For sellers who pay a deposit to the platform, AliExpress has the right to deduct the corresponding amount from the deposit if the following circumstances occur:
1) According to Chapter 3, Section 4 of these rules, if the seller should pay liquidated damages to AliExpress, AliExpress has the right to claim liquidated damages;
2) The seller violates applicable laws and regulations, platform rules and/or the agreement between the seller and the buyer, the seller shall refund the purchase price or make compensation to the buyer, but the seller fails to refund or compensate within a reasonable time, including but not limited to due to Order disputes should be compensated to the buyer. The buyer applies for a refund without reason and conforms to the platform rules, etc. AliExpress has the right to claim the relevant compensation amount;
3) The seller violates the applicable laws and regulations, platform rules and/or the agreement between the seller and AliExpress, directly or indirectly causing the loss of AliExpress (including causing cross breach of contract compensation, administrative punishment, judgment infringement, damage to goodwill, etc.) , and the seller should compensate for the loss to AliExpress, or pay liquidated damages, AliExpress has the right to claim related losses;
Article 73 The seller should ensure that the deposit amount is sufficient and reaches the specified amount for the category of the store. If the deposit amount is less than the specified amount, the seller should make up for it by depositing to its designated Alipay account within 15 days. When the deposit amount is less than half of the specified amount, AliExpress has the right to freeze the store's cash withdrawal function and take other restrictive measures; when the deposit amount is zero, AliExpress has the right to remove the store's products and take other restrictive measures.
Article 74 If the seller voluntarily closes the store or account, is cleared by AliExpress, or terminates as stipulated in other platform rules, and there are no unfinished transactions, unfinished complaints, or penalties for three consecutive months. or disputes (including but not limited to disputes or disputes with AliExpress, consumers or other third parties), AliExpress will notify [Alipay] within ten (10) working days to release the margin balance to the seller's designation Alipay account.
Section 15 Performance Guarantee
Article 75 For sellers who pay a performance guarantee bond to MYbank, if the following circumstances occur, AliExpress has the right to require MYbank to perform the guarantee responsibility for the seller and pay the corresponding amount to AliExpress ("Performance Guarantee Payment"). ):
1) According to Chapter 3, Section 4 of these rules, if the seller should pay liquidated damages to AliExpress, AliExpress has the right to claim the relevant liquidated damages from the seller or the guarantor;
2) The seller violates applicable laws and regulations, platform rules and/or the agreement between the seller and the buyer, the seller shall refund the purchase price or make compensation to the buyer, but the seller fails to refund or compensate within a reasonable time, including but not limited to due to Order disputes should be compensated to the buyer, the buyer applies for a refund without reason and conforms to the platform rules, etc. AliExpress has the right to claim the relevant compensation from the seller or guarantor;
3) The seller violates the applicable laws and regulations, platform rules and/or the agreement between the seller and AliExpress, directly or indirectly causing the loss of AliExpress (including causing cross breach of contract compensation, administrative punishment, judgment infringement, damage to goodwill, etc.) , and the seller should compensate the loss to AliExpress, or pay liquidated damages, AliExpress has the right to claim the relevant loss from the seller or the guarantor;
Article 76 After fulfilling the guarantee responsibility, MYbank has the right to deduct the performance guarantee money from the performance guarantee deposit.
Article 77 The seller should ensure that the performance guarantee deposit is sufficient and reaches the specified amount of the number of categories in the store. If the performance bond is less than the agreed amount, the seller should make up for it by depositing to its designated Alipay account within 15 days. When the performance guarantee deposit is less than half of the specified amount, AliExpress has the right to freeze the store's cash withdrawal function and take other restrictive measures; when the performance guarantee deposit amount is zero, AliExpress has the right to remove the store's products and take other restrictive measures. measure.
5.5.6 If the seller voluntarily closes the store or account, is cleared by AliExpress, or occurs in other platform rules, and there are no outstanding transactions within three consecutive months, any complaints, penalties or disputes (including But not limited to disputes or disputes with AliExpress, consumers, MYbank or other third parties), AliExpress will notify MYbank within ten (10) working days to return the balance of performance guarantee bond to the seller in the designated Alipay account.
New changes to the AliExpress platform in 2022! Comprehensive upgrade for business assessment!
In order to improve the full-link shopping experience of platform consumers and create a healthy, orderly, fair and just business environment for sellers, AliExpress platform has launched the annual (365-day) sales (payment amount) assessment rules for merchants. .
The global trading assistant noticed that in 2022, AliExpress will focus on four major areas: enterprise certification information verification, entry review system, product release number transition rules, store sales and service capability assessment, as follows:
1. Verification of business enterprise certification information
Based on regulatory requirements, merchants need to complete identity information during the entry stage. The information collection is mainly based on the original company information, and the information collection of company authorizers and beneficiaries (UBO) is added.
2. Adjusting the entry review system for some industries
The platform will start the basic supply capability certification, implement the industry invitation or entry audit system, and only after the audit can enter.
3. Rules for adjusting the number of product releases
The platform will assess the merchant's store's ability to sell goods, sales and other indicators, establish product release management rules for different categories of sellers, and cancel the rule that a store can release 3,000 products by default. And from the end of January 2022, the platform will launch the ability to diagnose slow-moving products, establish a systematic removal mechanism for products that have not been sold in stores for more than 180 days, and continue to strengthen the management of fraudulent products, including cracking down on misplaced categories and repeated distribution. , speculation, from the suppression of the flow of a single product, to the flow of the overall store, to the management of the store's clearance.
Fourth, sales ability assessment
In 2022, the platform will launch the 180-day/365-day sales (payment amount) assessment rules for merchant stores. And on January 13, 2022, the store will be assessed once. If the assessment does not meet the standard, the measures to withdraw from the main business category of the store will be implemented, and it will not be possible to re-apply for any business category within 90 days. Monthly assessments may be implemented in the follow-up. The sales assessment requirements for each category are different. You can check yourself in the background!
V. Service Ability Assessment
In 2022, the platform will strengthen its assessment around the two dimensions of contract performance and quality. The assessment and punishment plan mainly for general/serious/especially serious violations will be launched on February 27, 2022, and the first assessment period will be from December 27, 2021 to January 26, 2022. The platform will consider the implementation stage of the new standard. For the protection of merchants during the adaptation period, the first assessment period will not be punished by shop deductions. The second assessment period will be from January 27, 2022 to February 26, 2022, and the formal assessment and punishment will be launched on February 26. Subsequent examinations will be conducted on the 27th of each month.
In order to improve the full-link shopping experience of platform consumers and create a healthy, orderly, fair and just business environment for sellers, AliExpress platform has launched the annual (365-day) sales (payment amount) assessment rules for merchants. .
The global trading assistant noticed that in 2022, AliExpress will focus on four major areas: enterprise certification information verification, entry review system, product release number transition rules, store sales and service capability assessment, as follows:
1. Verification of business enterprise certification information
Based on regulatory requirements, merchants need to complete identity information during the entry stage. The information collection is mainly based on the original company information, and the information collection of company authorizers and beneficiaries (UBO) is added.
2. Adjusting the entry review system for some industries
The platform will start the basic supply capability certification, implement the industry invitation or entry audit system, and only after the audit can enter.
3. Rules for adjusting the number of product releases
The platform will assess the merchant's store's ability to sell goods, sales and other indicators, establish product release management rules for different categories of sellers, and cancel the rule that a store can release 3,000 products by default. And from the end of January 2022, the platform will launch the ability to diagnose slow-moving products, establish a systematic removal mechanism for products that have not been sold in stores for more than 180 days, and continue to strengthen the management of fraudulent products, including cracking down on misplaced categories and repeated distribution. , speculation, from the suppression of the flow of a single product, to the flow of the overall store, to the management of the store's clearance.
Fourth, sales ability assessment
In 2022, the platform will launch the 180-day/365-day sales (payment amount) assessment rules for merchant stores. And on January 13, 2022, the store will be assessed once. If the assessment does not meet the standard, the measures to withdraw from the main business category of the store will be implemented, and it will not be possible to re-apply for any business category within 90 days. Monthly assessments may be implemented in the follow-up. The sales assessment requirements for each category are different. You can check yourself in the background!
V. Service Ability Assessment
In 2022, the platform will strengthen its assessment around the two dimensions of contract performance and quality. The assessment and punishment plan mainly for general/serious/especially serious violations will be launched on February 27, 2022, and the first assessment period will be from December 27, 2021 to January 26, 2022. The platform will consider the implementation stage of the new standard. For the protection of merchants during the adaptation period, the first assessment period will not be punished by shop deductions. The second assessment period will be from January 27, 2022 to February 26, 2022, and the formal assessment and punishment will be launched on February 26. Subsequent examinations will be conducted on the 27th of each month.
In 2020, AliExpress's new merchant resource benefits will be higher, and good sellers will be easier to connect with
Since the national policy advocated the " Belt and Road Initiative " in 2013, Chinese companies have been encouraged to go overseas, so there are great business opportunities and markets for Internet cross-border e-commerce. But for new merchants who have just entered the cross-border e-commerce field and are preparing to start work in the New Year, the beginning is always full of confusion and unknowns. Recently , Alibaba AliExpress officially launched a solution to support new merchants, helping new merchants grow rapidly and empowering new merchants to win overseas markets.
At present, the number of new merchants (new merchants who have opened a store and released products within one year ) on the AliExpress platform accounts for nearly 30% of the number of products released and the transaction amount. important power that is missing.
A new blueprint for growth plans to promote new merchant groups to strive for the upper reaches
With more and more new merchants settling in, AliExpress will pay great attention to the growth of new merchants in 2020, and establish a set of advanced growth system, and "named Popeye" for the new merchant growth assistance plan.
Ding Yun, a new business operator of AliExpress, explained: "If AliExpress is likened to a 'big ship' full of good Chinese goods sailing to the world, then the new merchants are the 'sailors' who have just boarded the ship, and the 'big ship' The Sailor' plan is an empowerment plan customized by the platform for the' Sailor', which sets goals for new merchants in stages, helps them to pass the customs step by step , and accelerates to become the backbone of the platform. The latest growth division of AliExpress adopts a game-style upgrade Logic, after new merchants enter AliExpress, they must start from "sailor" and work hard in the direction of "helmsman", "first mate", and "navigator". The ultimate goal is to become a TOP merchant in various industries on the platform, that is, "chief navigator" ".
Three novice tasks are issued, focusing on stable sales of new merchants
"Popeye - New Merchant Growth Plan" focuses on the six months after the launch of new merchants. Through the release of three novice tasks, merchants are encouraged to speed up the landing platform and accumulate the first batch of data to achieve stable sales. The three novice tasks are: 1. Successfully open a store within 30 days and have zero orders , and new merchants who complete the task will automatically receive window rewards ( exposure ); 2. Complete at least 60 store sales within 90 days, and the task will be automatically Join the merchant growth ability rating, and get the follow-up ability growth guide in the merchant's backstage; 3. Challenge the GMV30,000 US dollar goal in 180 days. If the task is completed, it means that you have been able to achieve stable sales on the platform, and have the opportunity to apply for a silver medal store and gain exposure to high-quality products inside and outside the station. .
The operation director of the new merchant growth plan introduced: "The design of the three novice tasks is in line with the growth path of most new merchants on the platform, and the difficulty is also progressive. The platform will give merchants a detailed advanced guide for each task stage. It will be refined to specific action guidelines, and in addition, online and offline training will be set up to accelerate the progress of merchants." In addition, in response to the traffic problem that new merchants are generally worried about, the person in charge also said: "In 2020, various marketing activities on the platform will be launched. It will be more intensive, as long as new merchants can familiarize themselves with the rules of the platform, consolidate the operation foundation, accumulate initial sales data, and actively sign up for various activities, so there is no need to worry about lack of traffic.”
Pay attention to the cultivation of new business operation thinking, and set up compulsory co
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AliExpress general pre-sales guidance 2018 原文網址：https://kknews.cc/news/p23698p.html
AliExpress sellers will definitely encounter various problems before the product is sold, such as about the product, about the order, about the logistics and so on. AliExpress sellers must solve these problems well to avoid disputes with customers. So how to solve these problems? Next, let's take a look at what Mr. Wang Renwei, a lecturer at AliExpress University, said in the "AliExpress General Pre-sales Problem Guidance" shared with sellers!
1. About the product
Before the product is sold, the buyer's consultation about the product is nothing more than the material, size, usage and so on. When answering these questions, sellers should answer truthfully according to the actual situation of the product, so as to avoid customer complaints (especially for memory cards) or refunds.
2. About the order
The general questions about orders are: 1. Precautions for order cancellation; 2. Counter-offer and payment issues; 3. Remarks on multiple requirements for single-option orders; 4. Out-of-stock notification; let's take a look at the solutions to these problems.
1. Notes on order cancellation
If the buyer chooses the seller's reason when canceling the order after taking the photo, the seller will not sell the transaction after the seller agrees, and the ODR indicator will increase, which will affect the seller's service level.
When the buyer chooses "other reasons" or the buyer's own reason when canceling the order, the reason should be asked.
2. Counteroffer and payment issues
Regarding the issue of counter-offering, sellers should pay attention to adjusting the price as little as possible for small orders, because the system may determine that there is a suspicion of replacing the product due to the large change in the nature or price of the product. Therefore, those sellers who should make enough sales at low prices and then raise their prices or make ultra-low price discounts should also pay attention to them.
Payment problem: do a good job of guiding, some customers don't know how to pay on AliExpress, but they can be photographed. This can result in products being photographed without payment. In view of this situation. The seller can list the template at the bottom of the previous baby description for guidance (PayPal also requires credit cards and bank cards to charge money. The same, remember to inform the customer of the PayPal account, so as not to be phishing and law enforcement. Payments acceptable on AliExpress There are many ways, enough, customers can pay if they are honest)
The following is an English template for unpaid reminders given by Mr. Wang Renwei. The seller can adjust it according to his own industry.
3. Remarks for multiple requirements of single-option orders
4. Out of stock notification
In the sales process, out of stock is inevitable. When the seller receives feedback from the warehouse that the goods are out of stock, the customer service should inform the customer whether they are willing to exchange the goods or cancel the order. The reason can choose "the buyer does not want to buy it" as the reason.
3. About logistics
1. Low-amount requirements for registration (mostly in the jewelry industry)
2. Inquire where the goods are currently
During the delivery of the goods, the buyer will inquire about the delivery status of the goods, or the buyer thinks that the goods should have arrived but has not yet arrived. At this time, the buyer should track the logistics order number and reply to the buyer as soon as possible to check the logistics status. If the logistics arrives at the "PICK UP" shown in the figure below, the seller should pay attention when replying to the buyer, this status is generally to the customer's local post office, waiting for self-pickup. Communicate rationally with customers.
3. Confirm that the delivery time is about to expire or has expired
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