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Important] Guidelines for Submitting Rejection Appeal Materials

2018-04-02 14:00  
 

Dear seller friends,  

In order to help you better understand and deal with bank chargeback orders on the AliExpress platform and reduce the capital loss caused by chargebacks, we have specially organized the following chargeback knowledge to help you understand chargebacks, deal with chargebacks and reduce chargebacks payment occurs.  

1. Understand chargebacks  

Chargeback, also known as chargeback, refers to the cardholder, according to the rules of the card organization, within the specified time limit (usually 120 days after the transaction date or the date of delivery of the goods , some payment institutions can extend to 540 days), apply for Declined to pay a transaction on your bill. Chargeback is a right granted to the cardholder by the card organization.

When a chargeback occurs, we will send a chargeback notice to your internal letter (and also send a chargeback email notification to your registered email address), and freeze the corresponding payment while working with you to resolve the chargeback problem. You must submit evidence to appeal an unreasonable chargeback within the specified period. We'll negotiate on your behalf with the card organization that made the chargeback determination.

2. Chargeback Appeal

According to the chargeback rules of the credit card organization, different reasons for chargebacks require different evidence to be appealed. Please read the chargeback notice to understand the reasons for the chargeback, and submit the corresponding evidence according to different reasons for the chargeback. The card organization will make the final decision on the chargeback based on the materials you provide, so the more qualified the materials you provide, the higher your chances of winning the chargeback. The corresponding evidence to be submitted for different reasons of chargeback is as follows:

1 ) Unauthorized transaction

If you have shipped the goods before the chargeback occurs but have not filled in the delivery notice in the AliExpress system , please submit the delivery certificate to Xiaohe online customer service for appeal. We will determine if you are eligible for a payout and process the funds.

2 ) Item not received

· Please indicate whether the buyer has reported the problem of not receiving the goods before the chargeback;

· Please provide the estimated delivery period published on the transaction details page to prove that the goods are delivered within the specified period;

· Please provide the delivery list and delivery certificate, such as the logistics receipt (as shown below) and the physical picture at the time of delivery;

       

· Please provide proof of proper delivery. Please use the carrier's official website's proper delivery record and the buyer's autographed evidence (as shown below), or use the logistics record of the AliExpress website.

     

· If your goods are in the customs of the destination country, please provide the logistics screenshots that the buyer needs to clear and the documents required for the buyer to clear the customs.

· If your transaction has a refund, please provide the refund certificate, including the refund time and amount (as shown in the figure below).

      

 

3 ) The product does not match the description

· Please indicate whether the buyer has feedback on the product before the chargeback;

· Please provide the delivery list (as shown in the figure below), and evidence that the physical object is consistent with the description of the product;

      

· Please provide the refund and return rules of the product published on the website at the time of the transaction (as shown in the figure below), indicating whether the transaction supports returns and refunds, and whether it has received returns from buyers.

      

 

· If there is a refund for your transaction, please provide the proof of the refund, including the time and amount of the refund;

· Please provide the quality inspection certificate or authorization certificate of the third-party authority, such as CE certification;

4 ) No refund received

· Please provide the refund and return policy posted on the product detail page for the product at the time of the transaction, indicating whether you agree to refund the buyer.

· Please explain the content of the communication with the buyer before the chargeback: whether the buyer has a record of canceling the order, and whether it has received the buyer's return;

    · Please provide the delivery list and proof of delivery. Please use the delivery record on the carrier's official website and the evidence of the buyer's signature, or the logistics record on the AliExpress website.

5 ) Repeated deductions

· Please check whether the buyer has 2 or more orders with the same or similar transaction amount / product / transaction date according to the amount, product and transaction date of the rejected order.

A. _ If yes: Please list the transaction details such as the delivery list, logistics order number, and delivery information of these orders and rejected orders one by one, and explain the order situation of repeated deductions;

B. _ If not: Please provide the transaction details such as the shipping list, logistics order number, and delivery information of the rejected order, and explain that no 2 or more transactions with the same or similar transaction amount / product / transaction date were found for the buyer. Order;

· If there is a refund for your transaction, please provide proof of the refund, including the time and amount of the refund.

6 ) The amount does not match

· Please state that the price of the goods / services is equal to the payment amount;

· If the price is changed after placing the order, please provide evidence of communication and agreement with the buyer;

· Please provide the delivery list and proof of delivery. Please use the delivery record on the carrier's official website and the evidence of the buyer's signature, or the logistics record on the AliExpress website;

7 ) Use other methods to pay

· Please explain that no payment other than credit card payment, such as Western Union, was received during the transaction;

· Please provide the delivery list and proof of delivery. Please use the delivery record on the carrier's official website and the evidence of the buyer's signature, or the logistics record on the AliExpress website;

 

Remark:

·        Please provide all the corresponding evidence required by the reason for the chargeback as much as possible; do not upload the same evidence repeatedly ;

·        All materials you submit will be submitted to the credit card organization, please submit the appeal materials in English, and the photo evidence you submit must also be in English .

·        If the appeal materials are submitted overdue or the appeal materials do not meet the above requirements, the credit card organization may make a ruling in favor of the buyer, and the money will be refunded to the buyer.

·        If the buyer has initiated a dispute on the AliExpress website before the chargeback, even if you win the dispute, you still need to submit evidence to appeal the chargeback according to the above requirements.

Buyers who        do not recognize the materials you submit can initiate a second chargeback (i.e. chargeback pre-arbitration). If you decide to appeal the second chargeback (i.e., chargeback pre-arbitration), you need to follow the payment procedures stipulated by the card organization fee.

·        If the logistics shows that the item is overdue and has not been delivered properly when the chargeback occurs, it is recommended that you check the delivery status with the logistics carrier and the buyer in time.

 

3. Reduce the number of chargebacks  

      In order to avoid chargebacks and reduce your capital losses, we have compiled the following suggestions:

· Reasonably set the delivery time of your products and the estimated time limit for delivery ;

· Fair disclosure: describe the item you are selling in as much detail and accuracy as possible, with photos, specifications, estimated delivery date, etc.;

· Strengthen communication with buyers, respond in a timely manner and solve buyers' problems wholeheartedly;

· Keep communication records: Please use the communication tools on the AliExpress website (such as site letters or order messages) to communicate with buyers first, and keep as much information about transactions and customers as possible.

· Correct delivery: Ship the item to the buyer's order address or an address that has been approved by risk control ( click here to view the " Details of the Receipt Address Risk Inquiry Tool " ), and keep the delivery certificate that can be tracked online.

· Reasonable posting of return and refund policies: Clearly post return and refund policies on the website. Please note that some laws and issuer policies provide buyers with the right to chargeback any unshipped or defective items, even if you have stated in advance that all transactions are non-reversible and no returns are allowed.

· In order to protect the funds of buyers and sellers and maintain a safe and orderly trading environment on the AliExpress platform, it is recommended that you do not refund buyers through other offline refund methods ( paypal , Western Union, etc.) .

 

Thank you very much for your continued support and cooperation with us!