after-sales service
the response refers to "agree" or "reject and give a new proposal", and only uploading evidence does not count
directory
【withdrawal and joining related】
【premium charges】
【compensation refund related】
content
7.26 The Free Return Program will be significantly upgraded on July 29, as announced by the station' letter, click here to view
【core upgrade point】
(1) countries covered: expanded from 16 to 24 countries, adding chile, japan, ukraine, mexico, belgium, czech republic, portugal, switzerland;
(2) return experience upgrade: generate logistics face sheet online, the return node seller can see, and the return abnormal (damaged, lost, timed out) will be reviewed and claimed by the insurance company;
(3) payment experience upgrade: unified use of domestic alipay to pay premiums and collect claims, simple and worry-free reconciliation;
(4) Program integration: AE Worry-free Retreat (24-country version) and AE Plus (Russian version only) are merged into one program.
remarks: after the new version of the upgrade, the current rate will be maintained, and the order before the upgrade will be insured and claimed according to the original rules, so please rest assured!
【overall plan】
(1) on july 29, the new version of worry-free refund was officially released, and the old version of the application entrance was offline;
(2) from july 29 to september 29, 2 months will be reserved for the merchant to upgrade the new version of worry-free refund by itself;
(3) on september 29, the old insurance portal was officially closed, and subsequent orders that have not been upgraded will no longer be guaranteed.
【matters to be prepared】
(1) if you are a stock customer (you have opened the old version of worry-free refund): after the opening on july 29, you can directly enter the worry-free refund page for "one-click upgrade"
(2) if you are a new customer (you have not yet opened the old version of worry-free refund): after the opening on july 29, apply for the new version directly on the worry-free refund page
Free Return is a full-line insurance service launched by Alibaba and insurance agencies for AliExpress platform merchants, which aims to solve the problem that cross-border merchants cannot provide local returns due to logistics problems, and to achieve local free return of goods by providing local warehouses in the buyer's country as the return address, improving the buyer's purchase experience and reducing the after-sales costs of merchants.
Merchants and products participating in the Worry-Free Returns Protection program have a "Free Return" service logo (click here), and when a buyer purchases an item with the service logo, we provide the buyer with a local return service of no reason 15 days after receipt.
【worry-free refund plan】upgrade point
upgrade content | specific information |
change of service assurance division | it was changed to pacific property & casualty insurance co., ltd |
coverage of country expansion | MERGING THE ORIGINAL WORRY-FREE REFUND AND WORRY-FREE REFUND A+ (RUSSIAN PLAN), THE NUMBER OF COUNTRIES COVERED HAS INCREASED FROM 16 TO 24 COUNTRIES, AND CHILE, UKRAINE, JAPAN, MEXICO, BELGIUM, THE CZECH REPUBLIC, SWITZERLAND AND PORTUGAL HAVE BEEN ADDED |
returns service upgrade | 1) generate logistics face sheets online 2) the return node page is visible 3) return abnormal (damaged, lost, extended) |
payment experience upgrade | unified use of domestic alipay to collect premiums and claims, reconciliation is simpler and more worry-free |
differentiated pricing | the follow-up will gradually promote differentiated pricing, pricing is more reasonable, and the specific launch time is to be determined |
engagement content | specific information |
reach your business | register yourself |
override categories | custom-made items, underwear categories, food categories, adult products, virtual categories, second-hand goods, etc. are excluded |
countries covered *added countries later | russia, united states, spain, france, brazil, netherlands, israel, poland, united kingdom, south korea, germany, italy, canada, australia, saudi arabia, united arab emirates * chile, ukraine, japan, mexico, belgium, czech republic, switzerland, portugal |
charging standard: the actual amount paid for the order × premium rate | ||
claim amount | the actual amount paid for the order | excluding any form of store benefits, shipping costs and taxes, it is recommended that merchants set up free shipping (that is, free shipping, the freight has been insured, and if there is a return, it will be paid together) |
premium rates | provisionally charged at 1.3%. | rates will then be adjusted on a quarterly basis based on your trading performance, with adjusted rates fluctuating in the range of |
maximum payout | 1000 us dollars / 6000 yuan | 1000 us dollars / 6000 yuan and below is guaranteed according to the actual amount, and 1000 us dollars / 6000 yuan or more is guaranteed by 1000 us dollars / 6000 yuan. the maximum amount of insurance is $1,000, and items over $1,000 are also charged at $1,000 (for example, if you insure the amount of goods is $2,000, the premium amount = $1,000 * premium rate). |
other considerations:
(1) insurance and premium collection: when the order is declared and shipped on the aliexpress platform, the insurance is applied for and charged;
(2) claim settlement and payment of claim payment: after the buyer returns the goods, after the goods are put into the warehouse to complete the quality inspection, the insurance company will settle the claim;
(3) payment account: premium payment and claim payment are collected through the alipay account bound by the merchant;
(4) about currency conversion: in the application and claims process, if foreign currency is involved, it will be implemented according to the official quotation (middle price) of bank of china on the 1st day of the first month of the month at the time of shipment.
【worry-free refund plan】usage steps
worry-free refund plan faqs
【withdrawal and joining related】
Q: I see the "Free Return" logo on the product page, what is that?
a: this is the logo that the product supports worry-free return service, that is, the buyer who supports the purchase initiates a free local return without a reason within 15 days of receipt.
q: how do i apply to join the worry-free returns protection program?
a: you can register through the goods - after-sales and services - worry-free returns protection program section (as shown in the screenshot below, for reference only).
you can also go directly here to register.
【hot】 q: if i join the worry-free returns protection program, will i join it in the store dimension? will all products be added?
a: joining worry-free returns protection is based on a store dimension. after a merchant signs up for the worry-free refund protection plan, products in designated countries and categories will be added to the program by default.
q: are there any benefits to participating in worry-free returns?
a: participating in the worry-free return service has the following benefits:
1) Exclusive traffic blessing: open to enjoy the "Free Retrun" exclusive label, traffic blessing, exclusive field, so that your products stand out;
2) buyer rights and interests upgrade: buyers who purchase marked goods can enjoy 15 days of return rights without reason, and the goods are returned to the domestic warehouse for free, so that your after-sales service is simple and worry-free
3) seller collection protection: first-line insurance company risk protection, buyer return through quality inspection, the merchant gets full compensation, no fear of risk
4) marketing activities are preferred: special promotion special return service, there are multi-channel resources such as good goods and new products, as well as other irregular resources such as industry marketing pits and exclusive floors for daily promotion return services.
q: can i choose to participate in the worry-free return service for goods/countries?
a: worry-free return service is only available for certain countries and categories.
q: do i need an overseas warehouse to participate in the worry-free retirement protection plan?
a: no. after participating in the service, the buyer can return the goods directly locally to a third-party local warehouse that cooperates with aliexpress.
q: i have signed up for worry-free return service, why can't i see this logo?
a: please confirm that the product category and country are covered, and if you have just joined the worry-free return protection program, there will be a delay of 2-3 days for marking, please be patient.
q: can i opt out after joining the worry-free return service? how do i exit?
a: you can apply for withdrawal directly from the upper right corner of the "service overview" in the "service overview" of the worry-free returns protection program page, click the "set > exit worry-free returns protection program" button, and the withdrawal application will take effect within 5 natural days, and you can apply to join again 30 days after successful withdrawal.
tips: aliexpress does not currently support countries that choose to participate in the worry-free returns protection program, i.e. after opting out, it will withdraw from all 24 countries covered.
【hot】 q: how to calculate the rate of order disputes filed without worry-free refund?
a: the dispute filing rate is consistent with other orders.
for example, if the buyer initiates a return due to the buyer's personal reasons, such as: 'buyer reason for placing a wrong order', 'buyer reason i found a cheaper one', 'buyer reason i don't need' the reason for the dispute is not counted in the calculation of the dispute rate; if the reason for the dispute initiated by the buyer is 'color discrepancy', it is counted in the calculation of the dispute rate.
q: where can i view my worry-free returns protection order?
a: you can view or download the service details of the worry-free returns protection program in the "list of policies history" section of the worry-free returns protection plan.
【premium charges】
【hot】 q: how is the premium calculated?
a: for orders generated by buyers in 24 countries covered by the national worry-free return protection plan, after the seller has shipped all the goods, the premium will be deducted according to the formula of the payment amount × premium rate (automatically deducted from the bound domestic alipay account system).
charging standard: the actual amount paid for the order × premium rate | ||
claim amount | the actual amount paid for the order | excluding any form of store benefits, shipping costs and taxes, it is recommended that merchants set up free shipping (that is, free shipping, the freight has been insured, and if there is a return, it will be paid together) |
premium rates | provisionally charged at 1.3%. | rates will be adjusted on a quarterly basis based on your trading performance, and the adjusted rates will fluctuate in the range of 0.6%-2.6%, as shown on the aliexpress page. |
maximum payout | 1000 us dollars / 6000 yuan | 1000 us dollars / 6000 yuan and below is guaranteed according to the actual amount, and 1000 us dollars / 6000 yuan or more is guaranteed by 1000 us dollars / 6000 yuan. the maximum amount of insurance is $1,000, and items over $1,000 are also charged at $1,000 (for example, if you insure the amount of goods is $2,000, the premium amount = $1,000 * premium rate). |
*if your store specializes in goods with a value greater than us$1,000/rmb6,000, you need to consider whether the maximum payment limit can cover the cost of the order, and choose whether to participate in the program as appropriate.
q: is the premium charged for each payment? or will it only be charged for orders where a return occurs?
a: orders generated by buyers in 24 countries covered by the national worry-free return protection plan will be automatically deducted by the system after the seller has all shipped, regardless of whether the buyer initiates a dispute after receiving the goods.
q: when are premiums charged?
a: after you confirm all shipments, they will be automatically collected from your aliexpress funds collection account. charged on a per-order basis.
q: what is the premium rate?
a: at present, the average rate is 1.3%. rates will be adjusted on a quarterly basis based on your trading performance, and the adjusted rates will fluctuate in the range of 0.6%-2.6%, as shown on the aliexpress page.
warm tips: the rate is based on the store's dynamic operation data, credit data, and combined with the industry's operation data and other multi-dimensional based big data calculations, using differentiated risk pricing, different merchant rates will be different, and dynamically adjusted. the better the store, the lower the rate.
q: where can i see the payment details of the premium?
you can view your premium payment details and claim collection details by following the following paths:
1) worry-free refund management page:"my aliexpress> product > after-sales and services > worry-free return protection plan" section of the "historical policy list", view the accumulated premiums paid, claims received, current arrears, and details of each order;
2) bound alipay account:"my > bills" to check the premium payment and claim collection in the corresponding period. since there are multiple items placed under one order, each item is insured and claimed separately. therefore, you may see multiple records of premium payment and claim payment with the same name, corresponding to the amount of each item under the order:
corresponding counterparty "china pacific property & casualty insurance company limited";
DEDUCTION PREMIUM REMARKS "AE WORRY-FREE REFUND - PREMIUM - POLICY NUMBER - ORDER NUMBER";
NOTE FOR PAYMENT OF CLAIM PAYMENT "AE WORRY-FREE REFUND_INSURANCE CLAIM_POLICY NUMBER_ORDER NUMBER".
q: how can i check the premium arrears and repayments?
a: the new version of worry-free withdrawal, the insurance company will be insured after the order is shipped, and deduct the premium from the bound domestic alipay account, if the balance in the corresponding alipay account is insufficient, it will affect the insurance of the relevant order, as well as the claim; if the arrears are too long, it will arrange for payment or even terminate the service.
you can check whether you owe money and the amount of money owed on the "my aliexpress > product > after-sales and service > worry-free returns protection plan" on the worry-free refund management page. if the balance of the corresponding alipay is insufficient, it is necessary to recharge the alipay in time for deduction.
【compensation refund related】
q: how much compensation can i get after a buyer successfully returns an item?
a: compensation payment (rmb) = buyer's actual payment amount (usd) * usd/rmb exchange rate (exchange rate is based on the data on the official website of bocq on the 1st of each month).
the actual amount paid does not include any form of store coupons and shipping costs, nor does it include taxes and fees that buyers must bear (such as consumption tax in some states in the united states). the compensation will be automatically credited to your bound domestic alipay account after the return order is completed.
FOR EXAMPLE, THE SELLER'S PREMIUM RATE IS 1.3%, PRODUCT A (PRICED AT $100) PARTICIPATES IN THE WORRY-FREE RETURN PROTECTION PLAN, PRODUCT B (PRICED AT $50) DOES NOT PARTICIPATE IN THE WORRY-FREE RETURN PROTECTION PLAN, THE BUYER PLACES AN ORDER TO BUY 1 PRODUCT A AND A PRODUCT B, THE SELLER SETS THE SHIPPING FEE OF $30, THE STORE COUPON IS $10, THE BUYER IS NOT CHARGED CONSUMPTION TAX, AND THE SELLER ACTUALLY PAYS THE WORRY-FREE RETURN PREMIUM = $100 * 1.3%. THE BUYER INITIATES A RETURN APPLICATION FOR A GOODS AND B GOODS, A RETURNS TO THE LOCAL RETURN ADDRESS, B RETURNS TO THE SELLER'S RETURN ADDRESS IN CHINA, AFTER THE BUYER RETURNS SUCCESSFULLY, THE ACTUAL COMPENSATION RECEIVABLE BY THE SELLER (RMB) = 100 US DOLLARS * US DOLLAR TO RMB EXCHANGE RATE (EXCHANGE RATE IS BASED ON THE DATA ON THE OFFICIAL WEBSITE OF THE BANK OF CHINA ON THE 1ST OF EACH MONTH).
q: i see that the order has been refunded, when will i be compensated?
a: after the order is refunded, the seller will generally be paid within 5 working days. you can view it in your bound domestic alipay account.
【hot】 q: i see that the order has been refunded, where can i check the compensation payment?
a: you can view it in your bound domestic alipay account.
if you have any questions, please call the customer service hotline 95188-9 for consultation, and the manual customer service service time is 8:00-24:00 every day.
q: the buyer has initiated the return, i see that it is waiting for the platform to process, when will it be processed?
a: we generally review a buyer's return request within 48 hours, up to a maximum of 96 hours. if we support the buyer's return request, the page prompts the buyer to operate the return. after we receive the buyer's return and detect no abnormalities, we will end the dispute and execute the refund, and at the same time, we will record the rmb compensation in your domestic alipay account. for insurance-related issues (insurance, returns, claims, etc.), you can call the insurance hotline: 0755-22692741, and the labor time is 10:00-17:00 on weekdays
【hot】 q: does the buyer return the goods, does it mean that i can get the compensation in the domestic alipay account?
a: no, it's not.
1) if the buyer initiates a 15-day return without reason, the buyer will refund the goods without affecting the secondary sales, and the compensation will be paid to the seller at the same time;
2) if the buyer initiates a reasonable return, the buyer will support the refund when the return of the goods is not abnormal, and at the same time compensate the seller;
3) IF THE BUYER RETURNS THE EMPTY PACKAGE, BUYS A AND RETURNS B (SUCH AS BUYING A MOBILE PHONE TO RETURN THE MOBILE PHONE CASE), ETC., IT IS AN ABNORMAL RETURN, THE PACKAGE WILL BE RETURNED AND THE 0 REFUND WILL BE CLOSED, AND THE ORDER AMOUNT WILL BE DIRECTLY LENT TO THE SELLER FOR PROCESSING.
q: why hasn't the compensation for this order arrived yet?
a: generally, the warehouse needs to process the return package 3 working days after receiving the buyer's return package, please check the return logistics information first. if it has been more than 3 working days, for insurance-related issues (insurance, returns, claims, etc.), you can call the insurance hotline: 0755-22692741, the labor time is 10:00-17:00 on weekdays.
q: in order disputes under the worry-free returns protection program, will the platform return the products returned by the buyer to the seller after the buyer returns the goods to the warehouse?
a: no, it won't.
after the merchant joins the worry-free return protection program, the buyer can return the relevant goods free of charge within 15 days after receiving the relevant goods, and after the warehouse confirms that there is no abnormality in the return, the order dispute will refund the buyer, and the system will initiate compensation to the seller. the goods will remain in the warehouse, and the merchant will receive compensation in the form of insurance payment in the bound domestic alipay account according to the payment standard.
q: if the goods will not be returned to the merchant, why is there such a display on the dispute page?
a: please ignore the text after the reminder, the dispute details page will optimize the display.
【related to the bound alipay account】
q: are there any requirements for the alipay account number that is filled in to join the service? is the requirement to be an enterprise alipay or a legal person alipay account?
a: in order to avoid the failure of payment and affect the insurance, claims and follow-up services, it is recommended to bind a domestic alipay account with normal status, daily use, and sufficient balance, and there is no restriction on whether the enterprise alipay account or the personal alipay account, but it is necessary to pay attention to the account changes in time.
【hot】 q: after i bind my alipay account, where can i go to view or modify it?
a: you can view or change your alipay account by clicking "settings> alipay account changes" in the upper right corner of the "service overview" on the worry-free refund management page. once alipay is successfully modified, the subsequent premium deduction and claim payment are collected through the new alipay account, it is recommended that you be cautious when modifying, and ensure that you have obtained full authorization from the company!
note: at present, it is not supported to modify the alipay binding account, and it will be online in september.
【buyer-related questions】
q: how do buyers initiate a free return?
A: If the buyer wants to enjoy the free local return service, it is recommended that the buyer initiate a return refund request within 15 days after receiving the goods, select "Return Goods":
1) if the buyer is returned without reason, he can choose 'buyer reason to place the wrong order', 'buyer reason i found cheaper', 'buyer reason i don't need' as the reason for the dispute, that is, no reason to return locally;
2) IF THE BUYER HAS A REASON TO RETURN THE GOODS, THE BUYER CAN SELECT THE CORRESPONDING DISPUTE REASON ACCORDING TO THE REAL PRODUCT PROBLEM TO INITIATE A RETURN APPLICATION. AMONG THEM, FAKE GOODS, EMPTY PACKAGES, SHORT PACKS, AND BUY A AND B ARE NOT WITHIN THE SCOPE OF FREE LOCAL RETURN SERVICE PROTECTION.
q: can i return an order for free multiple times?
a: no, only enjoy once:
1) If multiple return requests need to be initiated under an order and all have the Free Return logo, it is recommended that the buyer return the goods in a package and enjoy free return services;
2) if the return is separate, only the first return can enjoy free return, the rest of the orders can still enjoy the local return service, and the return freight is borne by the buyer.
q: what should i do if the buyer fills in the wrong return form number?
A: Each order can only enjoy the Free Return service once, after the buyer enters the return process, the system will automatically generate a prepaid return electronic face sheet to the buyer, the return order number will be automatically recorded on the order return page. If the buyer chooses to send itself and manually fills in the return logistics slip number, the dispute will automatically rise to arbitration after 15 days of the buyer's filling, please advise the buyer to respond positively to the dispute and provide the correct return logistics slip number.
【hot】 q: who is responsible for the order return shipping cost of worry-free return guarantee?
A: For an order with worry-free return protection, the buyer can enjoy a free local return, and the return freight is borne by the third-party service provider. If a buyer initiates multiple returns under a single order, they can suggest that the buyer return the package, and the buyer can still enjoy free local returns. Under the dispute of Free Return, as long as the buyer confirms the use of the free return service, he can see the face list / return code of the return, the buyer can go to the designated return location to return the goods, no other operations are required, but others go to the return process of Free Return, even if the buyer returns the package, the buyer still needs to return to the dispute page, fill in the return information, including the return form number and the return logistics company, if it is more than 5 days not filled, the default buyer return timeout 0 refund.
if a buyer initiates a return again under the same order after enjoying a free local return, the buyer will no longer enjoy the free local return, but will still be able to enjoy the local return service, and the return shipping cost will be borne by the buyer.
q: how can i reduce the return rate for buyers?
a: we cannot prevent buyers from initiating return requests, especially no-reason returns, in order to reduce the return rate of buyers, we recommend that you guarantee the quality of the goods participating in the worry-free return service to improve customer satisfaction.
Q: The buyer has actually returned the goods to the warehouse, but in the end the dispute has been awarded 0 refunds; or the buyer has actually returned 10 pieces, but the feedback has only received a refund of 8 pieces; the buyer came to ask me for money, what should I do? A: Please give priority to guiding consumers to click "Help-Customer Service" at the top of the AliExpress homepage to enter the help center and contact the customer service of the buyer in the corresponding language, and provide the order number and return form (return order number).
If the consumer strongly refuses to contact AliExpress customer service, please contact the merchant Xiaohe Online to help the consumer feedback the problem and provide the order number and return order (return order number).
q: why does clicking the abandon return button not respond?
a: worry-free local return orders, return is required to be returned to a third-party warehouse, do not support the operation to abandon the return oh.
Q: How long is the return time for a Free return to a buyer?
a: the return time for buyers after the worry-free return process is: "5+15" days:
1) 5 means that the buyer needs to click the button online within 5 days to obtain a free return face sheet/return code (the countdown to the buyer's response to the return on the dispute page is 5 days, and the dispute status at this time is waiting for the buyer to return);
2) 15 means that after the buyer clicks get the free return face note/return code, the order status will be updated from waiting for the buyer to return the buyer, that is, the buyer needs to complete the return as soon as possible within 15 days after obtaining the free return face sheet/return code. the 15 days here include the time of the actual buyer's return, the time the package arrives at the third-party local warehouse, and the time when the local warehouse is unpacking and inspected.
【hot】 q: after the buyer's return is reviewed, how to send the goods?
a: after the buyer's return is approved, an order can enjoy a free return to the domestic warehouse. specific:
(1) door-to-door collection: mexico, ukraine, the czech republic, switzerland, chile, japan, the united arab emirates, saudi arabia, and south korea will adopt door-to-door collection. after the return is approved, the buyer needs to download and print the barcode and paste it on the package; wait for the courier to contact the door to pick up the package.
(2) buyer self-delivery: the remaining countries will adopt the buyer-sent method. buyers need to download the logistics face sheet and paste it on the package to the nearest courier outlet.
appendix 1: logistics service providers of various countries
country | shipping method | name of the logistics provider | check the official website | enquiry telephone |
russia | self-mail | Russian Post | +7 88001000000 | |
united states | self-mail | USPS | +1 800-275-8777 | |
spain | self-mail | Correos | +34 915197197 | |
france | self-mail | la poste | +33 3631 | |
brazil | self-mail | Correios | https://www.correios.com.br/ | +55 61 3003 0100 |
netherlands | self-mail | DHL | https://www.logistics.dhl/nl-nl/home.html | +31 9002222120 |
israel | self-mail | runner express | http://runnerexpress.co.il/services/106.html | |
united kingdom | self-mail | Royal Mail | http://www.royalmail.com/ | +44 1752387112 |
germany | self-mail | deutschepost | +49 (0) 180 2 000221 | |
italy | self-mail | posteit | https://www.crononline.it | +39 800160000 |
canada | self-mail | UPS | 1-800-742-5877 | |
australia | self-mail | Parcel Point | https://track.parcelpoint.com.au/trackmyparcel | +61 1300025639 |
belgium | self-mail | Hermes GmbH | +49 040 593 551111 | |
portugal | self-mail | NACEX | http://nacex.es/ | +34 900 100 000 |
mexico | door-to-door pickup | HOUND EXPRESS | +52 (55) 40001920 | |
ukraine | door-to-door pickup | nova poshta | +380 98 4 500 609 | |
czech republic | door-to-door pickup | DHL | +420 225 331 500 | |
switzerland | door-to-door pickup | SWISS POST | https://www.post.ch/en/ | +41 848 888 888 |
chile | door-to-door pickup | CORREOS DE CHILE | https://www.correos.cl/ | +56 600 950 2020 |
japan | door-to-door pickup | SAGAWA EXPRESS | +81 0120-333-603 | |
u.a.e | door-to-door pickup | naqel | https://www.naqelexpress.com/home | +966 920020505 |
saudi arabia | door-to-door pickup | naqel | https://www.naqelexpress.com/home | +966 920020505 |
korea | door-to-door pickup | korea post | https://www.epost.go.kr/main.retrieveMainPage.comm | +82 2 2195 1114 |
poland | self-mail | inpost | +48 966 920034331 |
appendix 2: details of return locations for each country
Country | State/Prov. | City | Address |
US | CA | San Jose | Peachwood Ct |
US | New Jersey | Berkeley Heights | 57 Industrial Rd, Building B-A, D & B Group |
CA | BC | Richmond | Jacombs Road |
ONTARIO | / | VICTORIA PARK AVENUE | |
UK | England | London | Safestore Charlton, |
DE | Berlin | Berlin | Treseburger Str. 22A, HuiTong International Co. |
ES | Madrid | Madrid | Calle San Lorenzo 5. Fuenlabrada. |
FR | Les | Les | Beijing 7 Rue de Seine |
Mureaux | Mureaux | ||
AU | NSW | CHULLORA | UNIT 2, 21 WORTH ST, CHULLORA NSW 2190 |
RU | Москва | Москва | а/я 17,Московский АСЦ,ОПС |
IL | Airport City | Airport City | 1 Hagilboa St. Airport City |
BR | Sao | Guaratinguetá | Caixa Postal 8 Guaratinguetá SP. |
Paulo | |||
IT | Milano | Rho | via Risorgimento 69/5,Rho |
SA | RIYADH | RIYADH | Sulay exit 18 Rana warehouses naqel warehouse J |
(near Al-Tawi Ready Mix &Cement) , As Sulay | |||
NL | Zuid-Holland | Zoetermeer | Platinastraat 71 |
PL | mazowieckie | Warszawa | ul. Mirkowska 46 a,Konstancin-Jeziorna |
AE | DUBAI | DUBAI | Al Qusais Industrial 3, talal warehouse 8. |
KR | Incheon | Incheon | 135 H2 1F, Jayumuyeok-ro, Jung-gu, Incheon, Republic of Korea |
PT | Lisboa | Carnaxide | Parque Holanda, Estrada Outurela, 2790-072 Carnaxide |
CL | SANTIAGO | RM | AV VENTISQUERO 1111 BODEGA 58, RENCA |
BE | Frankfurt | Frankfurt | Adam-Opel-Str. 10 60386 Frankfurt |
JP | CHIBA-KEN | FUNABASHI-SHI | NISHIURA3-8-3 |
MX | Mexico | Mexico | Calle Matilde Márquez61-E |
UA | Kiev | Kiev | Super, 03187 Ukraine, Kiev, Teremkivska street 11 apt 9 |
CZ | Southern Moravia | Mikulov | FULL LIQUIDWORLD s.r.o. |
CH | Bern | Bern | Holligenstrasse 1 |
FAQ：
q: why is the arbitration judgment of the partial worry-free refund platform refund only refundable?
a: if the buyer initiates a dispute after receiving the goods and effectively presents evidence, according to the platform dispute handling rules, the empty package, less missed hair (limited to the part of the missed hair) and other obvious delivery responsibilities for the merchant are supported, and only the buyer is supported to deal with it; in addition, in the case of obvious merchant liability such as fake goods and infringement, according to the local laws and regulations of the buyer, the buyer needs to be supported to refund only, and the buyer has the right not to return, and the merchant needs to bear the corresponding buyer's loss.
at the same time, the above-mentioned platforms are determined to be empty packages, fewer missed hairs (limited to the less missed part), fake goods, and infringement, which are not within the scope of the worry-free refund protection, and the insurance company does not allow claims.
q: why did the buyer return the order, but the company did not pay me the claim?
A: THE SCOPE OF CLAIM PROTECTION FOR MERCHANTS IS: AFTER THE BUYER RECEIVES THE GOODS, HE INITIATES AN ONLINE DISPUTE AND APPEALS FOR RETURNS, AND AT THE SAME TIME ENSURES THAT THE RETURNED GOODS ARE "CONSISTENT AND INTACT, AND DOES NOT AFFECT THE SECONDARY SALE" PREMISE, BECAUSE THE MERCHANT REFUNDS THE BUYER, AND THE RELEVANT GOODS SUFFERED BY THE MERCHANT ARE LOST. YOUR ORDER IS EXPRESSLY NOT COVERED BY AE'S WORRY-FREE REFUND GUARANTEE AND IS NOT COVERED BY THE WARRANTY. YOU CAN LOOK AT THE FOLLOWING SITUATIONS SPECIFICALLY:
(1) the buyer's appeal is only refund (no return), or the platform judges that it is only refundable (non-return);
(2) the buyer is determined not to have received the goods, or the goods received are empty packages, and there are few missing hairs (limited to the part with few misses);
(3) the buyer receives the goods and is found to be fake, infringing, brand inconsistency, incorrect version, receiving the wrong goods, expiring shelf life (the buyer's return time expires), second-hand goods, smuggling, contraband;
(4) the buyer receives the goods and is determined to be damaged, the product functions cannot be used normally, or other situations that do not conform to the "consistent and intact, and do not affect the secondary sale".
- in the above case, the decision will be made on whether to refund the buyer and the funder of the refund according to the platform's after-sales processing rules. if the buyer and seller agree to return the goods or the platform arbitration determines that the buyer returns the goods to the local warehouse without worry, the merchant can contact the warehouse through the platform customer service to retrieve it within 15 natural days from the date of the claim ruling (the freight shall be borne by the seller), if it is not retrieved after the time, it will be disposed of by the warehouse.
aliexpress rules (seller rules)
updated: 2021-12-31
overview
alibaba aliexpress ("aliexpress", "platform" or "we") is committed to promoting a new business civilization of openness, transparency, sharing and responsibility, in order to maintain and optimize the operation order of the aliexpress platform (www.aliexpress.com) and better protect the legitimate rights and interests of aliexpress users, aliexpress formulates these aliexpress platform rules (seller rules) (hereinafter referred to as "aliexpress rules" or "these rules"). these rules include [basic rules, industry standards, intellectual property rules, prohibition and restriction rules, marketing rules, merchants' rules,seller protection policies and other rules formulated by the platform from time to time to bind relevant sellers] only applicable to aliexpress sellers from china (including hong kong, macao and taiwan), and these rules are part of aliexpress and seller merchant service agreements, and other agreements and rules with the platform (also known as the "platform rules"), including but not limitedto the website use agreement and privacy policy , website registration membership agreement, alibaba online transaction service agreement,etc. are binding. in order to maintain the order of the platform and protect the rights and interests of sellers and consumers, aliexpress reserves the right to change these rules, and will announce them through the platform website when changing these rules, and the relevant changes will take effect after a reasonable period of time specified in the announcement. if the seller does not agree to the relevant changes, it shall stop using the relevant services or products of the aliexpress platform immediately before the relevant changes take effect; on the contrary, it shall be deemed that you accept the changes in these rules.
the underlying rules
chapter 1 basic obligations of sellers
article 1 any behavior of the seller on the platform shall comply with the applicable laws, regulations, rules, decrees, judgments and other normative documents in china and other countries. for any suspected illegal behavior, the platform has the right to punish or deal with it in accordance with these rules. at the same time, aliexpress's handling of sellers does not exempt them from any legal liability.
article 2 as the seller of the trading market, the seller shall be responsible to the buyer independently for the sale and purchase transaction reached by the two parties, and earnestly perform the seller's obligations such as information disclosure, quality assurance, delivery and service, after-sales service and warranty. at the same time, the seller is obliged to understand and familiarize himself with the platform's regulations on the buyer's market during the transaction process, and to comply with and provide good faith and reasonable cooperation.
article 3: comply with the rules for the listing of goods for all purposes on the platform; prohibit the publication of prohibited and restricted products or information, as detailed in the aliexpress prohibited and restricted products catalog.
article 4 respect the intellectual property rights of others, and strictly prohibit unauthorized publication and sale of goods that infringe the intellectual property rights of third parties, including but not limited to trademarks, copyrights, patents, etc., as detailed in aliexpress intellectual property rules.
article 5 the seller shall abide by the principle of good faith operation, timely fulfill the order requirements, fulfill the service commitment, etc., and shall not have false transactions, false deliveries, incorrect goods and other dishonest behaviors, as detailed in the transaction rules.
article 6: consumers' right to know is guaranteed, and obligations to disclose information are performed. the listing of goods should be truthfully described, including but not limited to making true and complete descriptions of the goods and services provided by themselves in the channels provided by all platforms such as product description pages, store pages, intra-site letters, aliexpress communication systems, etc., including but not limited to the way and price of logistics, after-sales, insurance and other services, the basic attributes, functions, packaging, color, prices, etc. of the goods, and should not make false or misleading statements. it is forbidden to engage in acts including but not limited to the following:
1. post misleading discounts. before the promotion starts, the original price of the product is greatly increased and then sold at a discount, exaggerating the value of the discount to induce buyers to spend.
2. publish unreasonable or false prices. including but not limited to setting too high or too low a commodity price to attract attention, there is no actual sale of such commodity; price gouging during special periods to disrupt the market; setting multiple reference prices without clarifying the meaning of various prices; fictitious original prices in promotional activities, and the original price indicated does not exist or has never been recorded.
3. when carrying out price promotion activities such as price reductions and discounts for a limited time, the promotion period and the value of the goods are fictitious, and false language such as "last day" and "today only" or other deceptive and misleading language, text, pictures and other price tags are used to induce buyers to consume.
4. when selling goods or providing services by means of extra-price gifts or bundles, the true price, name, and quantity of the gifted items are not truthfully marked, or the gift items are fake or inferior goods.
FAQ：
1. how can i determine if there is a false discount?
the platform will combine the historical price change with the promotional price (compared with the original price before the discount) for comprehensive consideration, and if the price change is significantly beyond a reasonable range, it will be found to be a false discount.
2. what is an unreasonable price?
the price of the product should be within a reasonable range of the price of the same type of product, and excessively higher or lower than the reasonable range is an unreasonable price.
article 7 the goods sold are guaranteed to be used normally within a reasonable period of time, including that the goods do not pose a risk of endangering the safety of persons and property, have the performance that the goods should have, and meet the standards indicated on the goods or their packaging.
article 8 if theseller does not comply with the provisions of this chapter and seriously violates the basic obligations of the seller, aliexpress reserves the right to carry out market management in accordance with these rules. based on the purpose of maintaining the good and continuous market and protecting the rights and interests of customers, aliexpress has the right to conduct product quality sampling inspection and true and false identification (including but not limited to obtaining through self-purchase or from consumers, appraisal through independent third-party quality inspection agencies or brand rights holders, instructing cooperative logistics companies to assist in sampling inspection, etc.); if aliexpress has reason to believe that the inspection results are bad, or the seller cannot provide relevant documents,aliexpress has the right to take restrictive measures against the seller or store, including but not limited to deducting points, deleting goods, closing stores, restricting other technical services, etc.
the underlying rules
chapter 2 transactions
section 1 registration
article 9 the mailbox used by the seller in aliexpress shall not contain relevant information that violates national laws and regulations, is suspected of infringing the rights of others or interfering with the operation order of aliexpress, otherwise aliexpress has the right to require the seller to replace the relevant information.
article 10 the e-mail address and contact information registered and used by the seller in aliexpress must belong to the seller's authorized representative, and aliexpress has the right to verify the mailbox; 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-account opened by the seller under the account) are deemed to be the actions of the seller.
Article 12 AliExpress has the right to terminate, reclaim accounts that have not passed identity verification or have not logged in to AliExpress or TradeManager for 180 consecutive days.
article 13 the user's account of aliexpress has been closed due to serious violations and shall not re-register the account; 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 AliExpress member ID 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 individual industrial and commercial households or companies that are registered in accordance with the law and exist normally to open stores, and has the right to verify and certify the status of the seller's subject, including but not limited to entrusting alipay to carry out real-name authentication. sellers who have passed alipay real-name authentication shall provide real and valid legal representative name identity information, contact address, registered address, business license and other information in the process of binding the aliexpress account and the alipay account.
article 16 if it has passed the certification, according to the system process to complete the category of investment access, after which the seller can release the goods, the number of goods released is limited to 3000 (only the merchants who have obtained the assessment of the store's business performance can increase the number of goods released), the industry has special provisions for the number of releases, see the "detailed rules for the implementation of the number of commodities released".
article 17 sellers (whether individual industrial and commercial households or companies) shall also set up collection accounts in accordance with law. the seller shall provide a margin in accordance with the seller's rules, or pay a performance guarantee bond to the mybank (as defined in article 17bis) in accordance with article 17bis; if any of the above funds are not paid, the seller shall not start online sales.article 17-1 the seller agrees to deposit a sum of funds in its designated alipay account according to the type of entry (business category) for each store opened, and the performance bond ("deposit") as a platform rule shall be frozen by [alipay]." for clarification, if the seller's store is located in more than one category (business category), if there is no other provision in the seller's rules, the seller of the store shall pay the highest amount of deposit in multiple categories (business category). the specific amount of the security deposit for each type of item is detailed in .
article 17bis for sellers approved by the platform and zhejiang mybank co., ltd. (hereinafter referred to as "mybank"), the seller will not be required to pay a deposit, but the seller will accept the guarantee services provided by the mybank as the guarantor for its business activities in aliexpress in accordance with the rules of the platform (the "performance guarantee service"), for which the seller agrees to pay a fixed amount to the mybank as a counter-guarantee for its performance of the above obligations (the "performance guarantee deposit").
the seller agrees to deposit a performance guarantee deposit in the designated alipay for each registered or opened store in accordance with the amount specified in the entry category (business category), which will be transferred by alipay to the online business bank. in order to clarify, if the seller's store is located in more than one category (business category), if there is no other provision in the seller's rules, the seller of the store shall pay the highest performance guarantee deposit in multiple categories (business category). the specific amount of the performance guarantee deposit for each type of item is detailed in .
Article 19 Theseller 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 20The 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 21Sellers 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 22If the seller who has completed the certification and 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, completing the order) Message function and store homepage 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 24In order to ensure 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: restrictions on the access and operation of brands that affect consumer rights. if the following circumstances occur during or after the entry of the brand you operate, the platform will have the right to remove the goods of the brand in accordance with the seller's rules, and you may not continue to operate:
(1) where the brand goods are certified by aliexpress or a third-party professional organization as produced by a manufacturer that does not have production qualifications, they do not meet the mandatory standards of the state, locality, industry or enterprise;
(2) the brand is determined by aliexpress or a third-party professional organization to be counterfeiting of other people's trademarks, trade names, packaging and decoration, enterprise names, product quality marks, etc., or is likely to cause confusion or misidentification among consumers;
(3) during the period of operation, the brand is proved to have a high dispute rate, a high complaint rate, and a low degree of market recognition, and the average score of the brand's product description is seriously lower than the industry average, which seriously affects the consumer experience, and there is no significant improvement within one month after being informed by the platform.
section 4: listing products
Article 27 The maximum number of online goods in stores that select the "Standard Sales Plan" is 3,000; for stores that select the "Basic Sales Plan", the maximum number of online goods in the store is 300; and the maximum number of online products in each category under special category is 5. The Platform reserves the right to adjust the number of products that can be listed from time to time for the development of the industry and the interests of consumers.
article 28 it is the basic obligation of the seller to truthfully describe the goods and bear the responsibility for guaranteeing the quality of the goods sold. "truthful description of the product" means that the seller shall make 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 all other channels provided by aliexpress.
article 29 the seller shall ensure that the goods he sells can be used normally within a reasonable period of time prescribed by the laws of the importing country, including that the goods do not have unreasonable dangers that endanger the safety of persons and property, have the performance that the goods should have, and meet the standards indicated on the goods or their packaging.
article 30 sellers shall strictly abide by these rules when listing products on aliexpress, as detailed in aliexpress industry standards.
section 5 search sorting
article 31 aliexpress has the right to sort the goods of the platform in accordance with the unified algorithm set by the system. the ordering of products on the search page includes a variety of factors, including but not limited to the quality of the product's information description, the relevance of the product to the customer's search needs, the product's ability to convert, the seller's ability to serve, and the search fraud. for details, see "analysis of search ranking rules on aliexpress platform"
section 6 order overtime provisions
article 32 order closure: for general goods on the platform, within 20 days from the time the buyer places the order, if the buyer fails to pay or the payment does not arrive, the order will be closed overtime. in special transaction scenarios such as flash sale and time-limited rush purchase, in order to protect the interests of the seller, the order that the buyer has not paid or the payment has not arrived will be closed within the reasonable time limit (half an hour) deemed by the platform.
article 33 cancellation of order by buyers: from the time when the buyer pays successfully to the time before the seller ships the goods, the buyer may apply for cancellation of the order. after the buyer requests to cancel the order, the seller can negotiate with the buyer, if the seller agrees to cancel the order, the order closure payment is refunded to the buyer in full, and if the seller does not agree to cancel the order and has completed the shipment, the order continues. if the seller does nothing until the shipment times out, the order closing payment is refunded to the buyer in full, and if the seller partially ships the order and does not complete the full shipment within the delivery period, the order closing payment is refunded to the buyer in full.
article 34 seller delivery timeout: from the time of successful payment of the buyer to the preparation period, if the seller cannot deliver the goods in time, the buyer can negotiate with the buyer to submit an application to extend the seller's stocking period, and the seller needs to ship the goods within the negotiation period; if the seller does not complete the full delivery within the preparation period, the order delivery time-out is closed, and the full amount of the payment is refunded to the buyer.
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 Thebuyer 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 for no 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
- List of Economy/Simple/Standard/Express Logistics Services 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" due to 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 caused by logistics shall be borne by the platform (the maximum compensation for standard logistics is 300 yuan; if you purchase the value guarantee upgrade service, the upper limit for compensation is not more than 3,000 yuan; the upper limit for priority logistics compensation is 1,200 yuan). Regarding the upper limit of compensation for Worry-free Standard Logistics, 1) If you do not purchase a value guarantee upgrade service logistics order, the maximum compensation for all countries and commodity categories will not exceed 300RMB (subject to actual losses), and there are no longer special categories, The national maximum compensation of 800RMB; 2) Select the value guarantee upgrade service and pay the corresponding service fee for the logistics order package and the maximum compensation is not more than 3000RMB (subject to the actual loss ).
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.
If sellers use overseas warehouse aging transparent labeling services, they should also abide by the " Overseas warehouse aging label usage rules "
Article 38-2 AliExpress Order Online Rate Rules
AliExpress order online rate rules
AliExpress Merchant Delivery Time Incentive Program
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 negotiation, the dispute will be settled after the above-mentioned period. Submit to the platform for arbitration.
article 42 for disputes that are upgraded to the platform, but are determined by the platform not to be after-sales treasures or worry-free logistics service orders in accordance with these rules, the seller and the buyer shall accept arbitration on the date on which the platform makes the above judgment.
article 43 in order to improve the buyer's experience and confidence in the platform and the seller, the platform encourages the seller to actively negotiate with the buyer; in the case of inconsistent consultation, the platform has the right to actively intervene and give suggestions for solutions. however, in such cases, the intervention of the platform will not affect the equal consultation between the buyer and seller.
article 44 if the buyer and seller reach a refund agreement and the buyer agrees to return the goods, the buyer shall complete the return delivery and fill in the delivery notice within 10 days after reaching the refund agreement, and aliexpress will be handled according to the following circumstances:
(1) if the buyer does not fill in the shipment notice within 10 days, the refund process will be completed and the transaction will be completed;
(2) if the buyer fills in the delivery notice within 10 days and the seller confirms the receipt of the goods within 30 days, aliexpress shall be executed in accordance with the refund agreement;
(3) if the buyer fills in the delivery notice within 10 days, and the seller does not confirm the receipt of the goods within 30 days and the seller does not raise a dispute, aliexpress shall be executed in accordance with 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 not in the right version, the seller can also submit it to aliexpress for dispute adjudication.
article 45 after some disputes are raised by the buyer, the platform will intervene in advance in accordance with these rules or other agreements; if the platform determines that the seller needs to bear responsibility, the seller shall handle the result according to the judgment after the platform has judged the responsibility. such disputes include, but are not limited to:
(1) order disputes enjoying after-sales treasure services;
(2) disputes that use worry-free logistics, meet relevant standards, and be handled by the logistics party on their behalf;
(3) other types of disputes in which the platform intervenes in advance in accordance with the agreement.
section 9 after-sales treasure service
article 46 after-sales treasure service. in order to enhance the competitiveness of the platform and protect the buyer experience, the platform provides compensation processing services ("after-sales treasure service") to the seller in the event that the buyer raises a dispute over the wrong version of the specific product in the case of comprehensive consumer feedback and various industries. the service is provided by the platform for eligible sellers free of charge, and the specific permissions and opening conditions and applicable disputes over the goods are subject to these rules. after-sales treasure service does not exempt any seller from obligations or responsibilities under the rules of the platform, the agreement with the buyer and laws and regulations.
article 47: open categories. the platform provides after-sales treasure services to sellers who meet the conditions stipulated in these rules in the dimension of orders, that is, if the goods sold by the seller are of a specified category, and the order dispute complies with the specific goods incorrect version dispute determined by these rules, then the platform provides after-sales treasure services for the seller in this order. in this regard, the platform reserves the right to close or add any category (subcategory) at its sole discretion.
article 48 after-sales treasure restrictions. sellers enjoying the free after-sales treasure service should abide by the following agreements, otherwise the platform has the right to stop your after-sales treasure authority after notification (whichever is issued in the notice), and in the case of your malicious violation, it has the right to recover from you for the part of the purchase price reimbursed by the platform to the buyer:
(1) for order disputes that do not enjoy after-sales treasure, the seller shall actively perform the relevant obligations in accordance with the rules of the platform, respond to the buyer in a timely manner according to the dispute process, and handle the relevant disputes in good faith.
(2) even if the seller is enjoying the after-sales treasure service, if the platform believes that the seller's cooperation is required to resolve the dispute, the seller shall 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 analysis of the occurrence of product problems, and correcting the unclear product information. if the seller refuses to cooperate, the platform has the right to terminate the after-sales treasure service and require the seller to directly bear the costs and responsibilities for 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, adjusting the package of goods, short packaging and less hair, issuing empty packages, selling fake goods, colluding with buyers to defraud the after-sales treasure compensation, etc. for further clarification, 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 goods or other infringing goods;
2. the buyer complains that the seller's sales platform prohibits the sale of restricted goods;
3. the goods received by the buyer have appeared in short packs, few hairs, or empty boxes multiple times (regardless of whether the fault of the seller can be proved);
4. the buyer complains that the seller did not ship the goods according to the agreed logistics method;
5. the buyer complains that the goods received are inconsistent with the purchased goods, do not belong to the same paragraph (including color, style and other attributes are completely inconsistent), do not belong to the same category or/and the value gap is very significant according to the judgment of the platform;
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 or encourages the buyer to file a dispute by any method, either directly or indirectly, expressly or implicitly;
8. the seller exists and admits fault to the buyer (such as admitting to sending the wrong goods), allowing the buyer to submit a dispute and promise a refund;
9. disputes caused by incorrect, significantly misleading or unclear descriptions of the seller's product information;
10. DUE TO THE SELLER'S LACK OF CONTROL OVER THE QUALITY OF GOODS, THE SNAD DISPUTE RATE OF SOME CATEGORIES OPERATED IS HIGHER THAN THE AVERAGE VALUE OF THIS CATEGORY, WHICH AFFECTS THE CONSUMER SHOPPING EXPERIENCE.
article 49 for the seller's abuse of the after-sales treasure service, the platform has the right to terminate the after-sales treasure service and request rectification, during which the seller directly bears the costs and responsibilities for relevant dispute resolution to the buyer. and in the case of your malicious violation, recover from the seller all the capital losses paid by the platform to the buyer in connection with the dispute over his order; for the seller's abuse of the after-sales treasure service and malicious acquisition of after-sales treasure funds suspected of violating the law and committing crimes, the platform has the right to report to the enforcement authority.
article 50 the situation of after-sales treasure is not applicable. in connection with any dispute or other dispute over the incorrect version of the aftermarket service that is not applicable under these rules, you, as the seller and the responsible person, shall still perform your obligations and bear the relevant responsibilities to the buyer. for further clarification, such circumstances that do not apply to aftermarket treasure include, but are not limited to:
(1) logistics disputes such as "goods not received", "time limit time-out" or "package damage" filed by the buyer;
(2) the buyer has short,less or empty boxes due to receipt of the goods;
(3) disputes arising from the buyer's return of goods without reason, including but not limited to: the buyer placed a wrong order, the buyer no longer needs the order product, the buyer purchased a lower price and high-quality product, etc.;
(4) order disputes of sellers whose account is in the depletable (closed) state. in order to avoid ambiguity, after the seller account is closed for any reason, any orders it trades will no longer enjoy the after-sales treasure service.
article 51 the seller shall be aware of and agree to accept the after-sales treasure service, and the platform has the right to explain the situation that the after-sales treasure is not applicable, and has the right to modify the after-sales treasure 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 rating" includes "praise rate" and "comment content", and "comment content" includes "text comment" and "picture comment". "Store Rating" refers to the customer's evaluation of the seller's one-way rating of the seller in the three aspects of the accuracy of the description of the goods provided by the seller in an anonymous manner after the end of the order transaction (Item as described), the quality of communication and response (Communication), and the shipping speed of the goods delivered by the seller. Both the buyer and the seller can evaluate each other, but the seller's sub-score can only be made by the buyer to the seller.
article 53 all orders shipped by all sellers can be evaluated by both buyers and sellers within 30 days after the end of the transaction. if a buyer files a dispute over the non-receipt of the goods and a refund occurs, both the buyer and the seller can evaluate within 30 days after the refund is completed, but it is not counted in the praise rate.
article 54 for credit evaluation, the buyer's evaluation shall take effect; if neither party has given an evaluation, there will be no record of the order;
Article 55 Calculation of Positive Feedback Ratings, Product Ratings and Feedback Scores:
(1) your store's orders will be automatically judged by the system to be counted in the praise rate and product score;
(2) the evaluation of special products such as freight/price difference, gift items, and customized goods is not counted in the praise rate and product score. in addition to the above cases, reviews will normally calculate the merchant praise rate and merchant/product rating. regardless of the order amount, it is unified as: four stars five stars +1, three stars 0, one star and two stars -1.
article 56 the evaluation file includes the summary of recent evaluations (the name of the member company, the praise rate of the last 6 months, the start date of the member), the evaluation history (the praise rate, the middle evaluation rate, the negative evaluation rate, and the number of evaluations within the historical cumulative time span of the past 1 month, 3 months, and 6 months) and the evaluation records (all the evaluation records obtained by the member, all the evaluation records given, and the designated evaluation records in the specified time period).
positive rating = number of positive reviews in 6 months / (number of positive reviews in 6 months + number of bad reviews in 6 months)
bad review rate = number of bad reviews in 6 months / (number of positive reviews in 6 months + number of bad reviews in 6 months)
average star rating = total star rating for all reviews / number of reviews
average rating for each item in seller sub-score = sum of buyer ratings/reviews for that sub-item (rounded)
article 57: for credit evaluations, buyers and sellers may respond to and explain the bad reviews they have received.
article 58 aliexpress has the right to unscore, block, delete, etc. on the evaluation and sales volume corresponding to abnormal orders. abnormal orders include, but are not limited to, the following:
(1) the transaction entity is checked to be obviously different from normal transactions in the links of registration, login, transaction, evaluation, refund, after-sales, etc.;
(2) orders that disrupt the order of the aliexpress platform or the business operations of the merchant;
(3) other orders that do not have reference significance for the end consumer's shopping decision.
article 59 aliexpress has the right to delete evaluations in which the content of the evaluation includes personal attacks or other inappropriate remarks. if a buyer's credit rating is deleted, the corresponding seller's sub-score is also deleted.
article 60 aliexpress reserves the right to change the credit appraisal system, including evaluation methods, evaluation rate calculation methods, various evaluation rates, and so forth.
section 11 lending
article 61 in order to ensure the security of transactions on the aliexpress platform and protect the legitimate rights and interests of buyers and sellers, aliexpress and its affiliates shall decide the corresponding lending time and lending 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 lend money to the seller after the completion of the transaction and the expiration of the buyer's no-reason return protection period, that is, after the buyer confirms the receipt of the goods or the system automatically confirms the receipt of the goods plus fifteen calendar days (or other periods that the platform updates from time to time and announces the effective date).
(2) aliexpress may decide to advance funds for some orders before the end of the transaction ("advance lending") based on the comprehensive assessment of the seller's business situation and credit (such as business hours, praise rate, chargeback rate, refund rate, etc.) based on the system. the specific amount of the advance loan may be all or part of the order, which is unilaterally determined by aliexpress based on a comprehensive assessment. sellers can apply to the platform to withdraw from advance lending at any time.
(3) if the seller's account is withdrawn or voluntarily closed, for the transaction before the account is withdrawn or closed, in order to ensure the interests of consumers, the platform will lend 180 days after the order is shipped.
(4) if aliexpress believes that the seller has committed fraud, infringement, serious violations of the platform rules, etc. in accordance with laws and regulations, court judgments or orders, agreements or reasonable judgments of both parties, aliexpress has the right to delay the lending cycle on its own or instruct alipay to delay the lending cycle and process the order payments, or freeze the relevant funds until the relevant basis is eliminated.
article 63 advance lending
(1) For transactions that are assessed to meet the conditions, the platform will make an advance loan after the seller ships the goods and after the buyer's payment is cleared by the bank funds, and the seller authorizes AliExpress and Alipay Singapore E-Commerce Private Limited to freeze part of the amount of the advance loan as the seller's lending deposit to the platform. 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 the seller needs to refund the purchase price to the buyer due to a dispute over the relevant order, the buyer has no reason to refund the refund or other reasons, and aliexpress has made advance payments for such orders, aliexpress has the right to directly deduct and make relevant compensation from the seller's alipay international account or aliexpress account; if the insufficient compensation part (if any), aliexpress has the right to directly deduct from the loan deposit, and if there is still insufficient compensation, aliexpress and the buyer have the right to continue to recover from the seller.
(iii) not every seller is entitled to early lending for every order. if any order has an abnormality identified by the platform, or if the seller is judged by the system not to be eligible for early lending, the platform has the right not to make advance lending. orders that are not eligible for advance lending include, but are not limited to:
1. the order seller's comprehensive operation (dispute rate, refund rate, praise rate, etc.) is not good or there is little data (such as operating time of no more than three months, etc.);
2. the seller violates the provisions of the platform to carry out transaction operations;
3. the seller has violated the agreement and these rules;
4. situations where other platforms deem it inappropriate to make advance lending.
(4) for sellers who, after aliexpress assessment, no longer meet the conditions for early lending, the loan deposit will be refunded 6 months after the date of cancellation of the aliexpress platform notice, during which if the buyer, the platform or other third parties lose money due to the seller's reasons or causes a refund or advance (including but not limited to order disputes to enjoy early lending, etc.), aliexpress has the right to deduct the loan deposit to compensate for the loss, and return the remaining part to the seller after the expiration of the 6-month period; the insufficient part, aliexpress has the right to deduct the funds in the seller's alipay international account, and if it is still insufficient to pay, aliexpress has the right to continue to recover from the seller.
article 64 special provisions are provided for in advance lending policies
in order to enjoy early lending under this agreement, the seller accepts the "special agreement on early lending", see 【 link 】
article 65 after lending, the seller shall independently declare or operate the settlement and withdrawal of foreign exchange in accordance with the applicable laws and regulations, and pay taxes in accordance with law.
article 66 when the seller withdraws cash, the bank will charge a handling fee of 15 us dollars per transaction, and the handling fee will be deducted at the time of withdrawal. if the seller's balance is less than 15 us dollars, the platform will advise the seller not to withdraw cash; if the seller insists on withdrawing cash, the seller should make up a $15 handling fee to the platform or bank.
section 12 withdrawals and commissions
article 67 real-time deduction of transaction commissions and other service fees (if applicable)
(i) sellers are required to pay a commission on the basis of a percentage of their order sales for the publication of information technology services enjoyed by sellers. aliexpress trading commission standards are different, and the proportion of commissions for various lines is shown in the table below. at the same time, aliexpress reserves the right to adjust the commission ratio according to the development of the industry and other circumstances, at which time it will issue an announcement in accordance with these rules and take effect after the expiration of the publicity period.
(ii) proportion of commissions for each category:
| categories | commission percentage | |
| 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) when the buyer pays in a currency other than the seller's quotation currency, aliexpress may, while converting it into the buyer's payment currency according to the exchange rate, may appropriately adjust the sales price of the buyer's payment currency for the optimized product through technical means to facilitate the transaction (which may fluctuate slightly upward or downward). the surplus of the price difference resulting from the adjustment of the sales price paid by the customer of the optimized product will be charged as a technical service fee by the platform, but the technical service fee charged by the platform will not exceed 3% of the quoted price of the product. the platform reserves the right to adjust the above proportions,at which time an announcement will be issued in accordance with these rules and will take effect after the expiration of the publicity period. if you have any questions about the technology to adjust the optimized price, you can ask the platform to stop adjusting the currency sales price paid by the customer of the optimized product.
(4) the platform only charges a commission for the amount of the final transaction, such as order cancellation and refund by the seller, the commission will be refunded accordingly.
article 68 the commission discount for the original large order (payment orders exceeding 1,000 us dollars) shall be cut off from february 22, beijing time, and all orders will be charged a commission in accordance with the provisions of this section.
section 13: refusal of payment
Article 69 According to international practice and the provisions of international card organizations such as VISA and MasterCard ("Card Organizations"), when using a bank card for transactions, if there is a dispute over the transaction (such as not obtaining goods/services, or goods/services are inconsistent with the description, card theft, etc.), the cardholder may submit a request for non-payment to the issuing bank within a certain period of time (generally 120 days, in special cases, no more than 540 days) from the date of recording the transaction. If the dispute complies with the corresponding provisions of international card organizations for chargebacks, the card issuer can issue a chargeback to the acquirer through the card organization, a process called chargeback.
article 70 the common chargeback has the following circumstances:
when a seller receives a chargeback complaint or dispute about stolen cards:
(1) if the seller does not ship the goods, it is recommended that the seller not continue to execute the order, and aliexpress will close the order;
(2) if the seller has already shipped and has filled in the shipment notice on the order page, aliexpress will verify it, and the seller is requested to wait patiently for the result of the chargeback;
(3) if the seller has shipped but does not fill in the delivery notice on the order page, please provide the logistics document number and logistics information to aliexpress customer service within 3 working days so that aliexpress can verify and follow up; if the seller does not provide it within the time limit, aliexpress will default to the seller's failure to ship, and the order will be closed.
(4) Some buyers will contact the seller to modify the address after placing an order, and AliExpress reminds the seller that the risk of bank card theft is extremely high due to this behavior of modifying the address after placing an order. If, during the transaction, the seller finds that the buyer asks the seller to modify the delivery address of the order through the website letter, telephone or third-party tool, AliExpress recommends that the seller must check at the "risk address" Query (report) on the tool. If the seller does not inquire (report) or if the query result is not secure in the case of an unsafe address, the seller still delivers the goods, and the seller is responsible for the subsequent non-payment of the stolen card; if the seller inquires and passes the filing approval, The risk of card theft and chargeback is borne by the platform (for details, please refer to the https://sell.aliexpress.com/zh/__pc/announcement/2168.htm?spm=5261.8110209.2335.1.XCIbUp). For sellers who encounter such situations, cooperate with the investigation of relevant card organizations or protect the interests of sellers for the platform, AliExpress reserves the right to require sellers to cooperate in the delivery information and logistics delivery information to produce evidence, if the seller receives an order to change the address offline, please actively cooperate with the evidence, otherwise the platform will judge according to the corresponding rules.
(5) in order to maintain a safe trading environment, if there are serious violations including but not limited to "false delivery", "false transaction", "improper profit" and other serious violations in the seller's store, or if the account is closed by aliexpress, according to the specific transaction situation, aliexpress has the right to determine that the seller bears the responsibility for the theft of the card and deducts the corresponding refusal to pay, regardless of whether the seller has made an address inquiry and risk report in accordance with the above rules.
when a seller receives a chargeback complaint or dispute about goods and other categories:
(1) the seller shall submit the appeal information in a timely manner within 3 working days of receiving the notification of the reason for the chargeback, and if it is submitted or not submitted, the credit card company will default to the seller's appeal of this order, and the amount of the refusal of payment will be refunded to the buyer. therefore, when there is a chargeback for goods or other reasons after the order has been generated, if the order credit card company needs the seller to provide information to make a judgment on the chargeback, in order to minimize the seller's losses, the seller should log on to the "message center - chargeback notice" click on the appeal link in the on-site letter notification and provide as complete relevant information as possible according to the page prompts (click here to view the chargeback appeal material submission guidelines) to complete the credit card company's chargeback investigation for this order.
(2) When the cardholder does not approve of the result of the chargeback, if the seller wishes to continue to appeal through the credit card company, the seller needs to pay the arbitration fee to the platform in advance) to the corresponding Alipay account of the platform (Alipay account: xiaobaotuangou@service.alibaba.com). The Seller Authorization Platform and Alipay collect pre-arbitration fees related to withholding on their behalf, knowing that such fees will ultimately be charged by the credit card company (pre-arbitration fees: Visa: 750USD; MasterCard: 450USD, and such pre-arbitration fees will vary from time to time in accordance with the credit card company's regulations). Pre-arbitration is a neutral award conducted by a third-party credit card organization, and the platform only transmits relevant information.If the seller loses the award, the arbitration fee and the amount of the order chargeback will be deducted by Alipay, and if the award is successful, Alipay will apply for a refund of the arbitration fee prepaid by the seller, and the amount of the order chargeback will not be deducted.
Seller acknowledges and agrees that if Buyer makes payment by PayPal, Buyer will have the right to initiate a chargeback request through PayPal in accordance with the User Agreement with PayPal. If a buyer also initiates a chargeback request through PayPal and card organizations, PayPal and platforms will independently conduct chargeback investigations and processing in accordance with their agreements and rules with you. Once one of the PayPal and the Platform has made a judgment on the chargeback request in accordance with its own chargeback rules, the other party will terminate its own investigation procedure and accept the judgment result of the party that previously made a judgment on the chargeback request. Therefore, in this case,in addition to satisfying the AliExpress investigation procedure and complying with the AliExpress chargeback rules, the seller is also required to comply with both the PayPal investigation procedure and the chargeback rule.
article 71 in order to avoid or reduce the occurrence of non-payment, aliexpress recommends the seller (but does not constitute aliexpress's guarantee of the result of the refusal to pay):
(1) fair disclosure of information: as detailed and accurate as possible to describe the items sold, attaching photos, specifications, estimated delivery dates, etc.;
(2) reasonably set the time limit for the delivery of the product and the time limit for the expected delivery;
(3) reasonable release of return and refund rules: clearly publish return and refund rules on the website. aliexpress draws the seller's attention to the fact that certain laws and issuer policies provide that buyers have the right to chargebacks on any unsaled or defective item, even if sellers have stated in advance that all transactions are irrevocable and not allowed to be returned;
(4) correct delivery: deliver the goods to the address where the buyer placed an order or the address reported and approved by the "risk address inquiry" tool (click here to view the details), and retain the delivery certificate that can be tracked online;
(5) strengthen communication with buyers, make timely replies and wholeheartedly solve buyers' problems;
(6) keep communication records: please give priority to using the platform's communication tools (such as on-site letters or order messages) to communicate with buyers, and retain as much information as possible related to transactions and customers;
(VII) In order to ensure the safety of the funds of both 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 refund to buyers through other offline refund methods (PayPal, Western Union, etc.).
section 14 security deposit
article 72 for sellers who have paid a deposit to the platform, aliexpress has the right to deduct the corresponding amount from the deposit if the following circumstances occur:
1) pursuant to chapter 3, section 4 of these rules, if the seller shall pay liquidated damages to aliexpress, aliexpress shall have the right to claim liquidated damages;
2) if the seller violates the 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, and the seller fails to refund or pay within a reasonable time, including but not limited to compensation to the buyer due to order disputes, the buyer applies for a refund without reason and complies with the platform rules, etc., aliexpress has the right to claim the relevant compensation amount;
3) if the seller violates applicable laws and regulations, platform rules and/or the agreement between the seller and aliexpress, directly or indirectly causes aliexpress losses (including causing cross-breach of contract compensation, administrative penalties, judgment infringement, damage to goodwill, etc.), and the seller should compensate aliexpress for losses, or pay liquidated damages, aliexpress has the right to claim relevant losses;
article 73 the seller shall ensure that the amount of the deposit is sufficient to reach the amount specified in the category to which the store belongs. if the margin amount is less than the stated amount, the seller shall make up the deposit to his designated alipay account within 15 days. when the amount of the deposit is less than half of the prescribed amount, aliexpress has the right to freeze the store withdrawal function and take other restrictive measures; when the deposit amount is zero, aliexpress has the right to remove the store goods and take other restrictive measures.
article 74 if the seller voluntarily closes the store or account, is cleared by aliexpress, or is terminated by other platform rules, and there are no unfinished transactions or any complaints, penalties or disputes (including but not limited to disputes or disputes with aliexpress, consumers or other third parties) within three consecutive months, aliexpress will notify [alipay] within ten (10) working days to release the balance of the deposit to the seller's designated alipay account.
section 15 performance guarantee
article 75 for sellers who pay a performance guarantee deposit to an online business bank, aliexpress has the right to require aliexpress to perform the guarantee obligation for the seller and pay the corresponding amount to aliexpress if the following circumstances occur("performance guarantee payment"):
1) pursuant to chapter 3, section 4 of these rules, if the seller shall pay liquidated damages to aliexpress, aliexpress shall have the right to claim the relevant liquidated damages against the seller or the guarantor;
2) if the seller violates the applicable laws and regulations, the platform rules and/or the agreement between the seller and the buyer, the seller shall refund the payment or make compensation to the buyer, and the seller fails to refund or pay within a reasonable period of time, including but not limited to the compensation to the buyer due to the order dispute, the buyer applies for a refund without reason and complies with the platform rules, etc., aliexpress has the right to claim the relevant compensation from the seller or guarantor;
3) if the seller violates applicable laws and regulations, platform rules and/or the agreement between the seller and aliexpress, directly or indirectly causes aliexpress losses (including causing cross-breach of contract compensation, administrative penalties, judgment infringement, damage to goodwill, etc.), and the seller should compensate aliexpress for losses, or pay liquidated damages, aliexpress has the right to claim relevant losses from the seller or guarantor;
article 76 after the performance of the guarantee obligation, the mybank has the right to deduct the performance guarantee amount from the performance guarantee deposit.
article 77 the seller shall ensure that the performance guarantee deposit is sufficient to reach the amount specified in the number of categories of the store. if the performance guarantee deposit is less than the agreed amount, the seller shall make up the deposit to his designated alipay account within 15 days. when the performance guarantee bond is less than half of the prescribed amount, aliexpress has the right to freeze the store withdrawal function and take other restrictive measures; when the performance guarantee bond amount is zero, aliexpress has the right to remove the store goods and take other restrictive measures.
5.5.6 if the seller voluntarily closes the store or account, is cleared by aliexpress or other conditions stipulated in the rules of the platform, and there are no outstanding transactions, any unfinished complaints, penalties or disputes (including but not limited to disputes or disputes with aliexpress, consumers, mybank or other third parties) within three consecutive months, aliexpress will notify aliexpress bank to refund the balance of the performance guarantee deposit to the seller's designated alipay account within ten (10) working days.
the underlying rules
chapter iii: rules for violations and penalties
section 1: measures to handle violations
article 69 in order to protect the legitimate rights and interests of consumers, business operators or aliexpress, during the period of member violation handling, aliexpress shall take the following measures to deal with violations against members in accordance with the circumstances provided for in these rules, until aliexpress confirms that the risks are basically controllable and partially or completely lifts the control:
(i) warning, which means aliexpress alerting and admonishing a seller of misconduct, either orally or in writing;
(2) adjustment of search rankings, which means adjusting the ranking of some or all of the products in the search results of a store;
(3) blocking means that all of the seller's products (including illegal goods and non-illegal goods), in addition to being seen in the seller's store, there will be no penalty measures for not showing anything on the front-end search page;
(4) restricting the sending of in-site letters refers to the prohibition of aliexpress members from sending intra-site letters.
(5) deletion of reviews refers to the deletion of store ratings, etc., without scoring, and deleting the content of comments.
(6) restricting the listing of products refers to the penalty measures that prohibit aliexpress members from listing new products;
(7) brand hanging refers to restricting or prohibiting the display of the brand's goods on the platform;
(8) removal of products from the shelves refers to the penalty measures taken by aliexpress for removing the products of members from the shelves;
(9) deletion of products means the penalty measures taken by aliexpress to delete the member's products;
(10) restricting participation in marketing activities refers to restricting merchants from participating in marketing activities initiated or assisted by the platform;
(11) closing the right to operate refers to the authority to close the seller's single business category/the entire business category.
(12) closing the early lending function refers to the function of closing the seller's use of early lending.
(xiii) freezing of accounts means penalties for removing all products for sale in the store and restricting the listing of goods;
(14) freeze the funds in the seller's account (including but not limited to the international alipay account/aliexpress account) until the platform deems that the risk is controllable.
(15) closing an account refers to a penalty measure for freezing the account, while restricting the sending of in-site letters, stopping store access, and freezing the funds of the seller's account for 180 days.
(16) at the same time as closing the account, the platform has the right to review and process the remaining orders of the seller according to the serious situation of the violation;
(17) restricting sellers from selling to specific countries refers to penalties that restrict sellers from selling goods to specific countries.
(18) deletion of credit and sales volume refers to the deletion of all or part of the store's credit points, and the deletion of the sales records of all or part of the store's goods.
at the same time, in addition to the above-mentioned violation measures, if the seller violates the relevant national laws and regulations or platform rules, directly or indirectly causing aliexpress to suffer any major losses, aliexpress has the right to require the seller to bear all the loss compensation liability, including but not limited to any administrative department due to the direct or indirect penalties made by the above-mentioned sellers for illegal acts, and the costs borne by aliexpress in taking remedial measures to ensure the reasonable rights of the platform, most sellers or buyers. aliexpress is judged to be liable for liquidated damages or damages to third parties, refunds, liquidated damages or damages paid by aliexpress on behalf of the seller to the buyer, attorneys' fees paid by aliexpress, and necessary expenses incurred to eliminate the impact.
aliexpress will process its ongoing orders as follows:
1. orders that the buyer has placed but have not paid: close the order;
2. the buyer has paid (in risk control review) and the seller has not shipped the order: close the order, the order payment will be fully refunded to the buyer (note: the platform determines the delivery of the standard is whether the seller has filled in the platform and provided the waybill number);
3. the buyer has paid (after the risk control review is passed) and the seller has not shipped the order: frozen order, the seller needs to provide proof of delivery, proof of purchase (and some products need to provide relevant qualification certificates); if the seller cannot provide relevant proof, close the order, the order payment will be fully refunded to the buyer, if the seller provides relevant proof, the order is unfrozen, allowing the order to proceed according to the normal transaction process; (note: the platform determines whether the delivery standard is whether the seller has filled in the platform and provided the waybill number);
4. the seller has shipped the order without dispute: frozen order, the seller needs to provide proof of shipment, proof of purchase (and some products need to provide relevant qualification certificates); if the seller can not provide relevant proof, close the order, the order payment will be fully refunded to the buyer, if the seller provides relevant proof, the order is unfrozen, allowing the order to proceed according to the normal transaction process;
5. orders that have already generated disputes: the seller needs to present evidence within the appeal period limited by the aliexpress platform, and aliexpress will judge the dispute based on the evidence materials provided by the buyer and seller;
6. orders with successful transactions but no loans: freeze the order funds, the seller needs to provide proof of delivery, proof of purchase (and some products need to provide relevant qualification certificates), if the seller cannot provide relevant proof, the order payment will be refunded to the buyer in full;
7. other order situations: if there are other order situations, the aliexpress platform can handle it at its discretion and require the seller to provide relevant supporting materials before making a judgment;
8. if the member is suspected of registering or controlling the use of other accounts on the aliexpress platform at the same time, the above order processing methods also apply to the orders of such linked accounts.
section 2: classification and handling of types of violations
article 70 the platform classifies violations into four sets of point systems according to the nature of the violations, namely, the prohibition and restriction of intellectual property rights, the violations of transaction violations and others, the violations of commodity information quality, and the serious violations of intellectual property rights. the four sets of points are deducted, accumulated separately, and penalties are implemented separately.
article 71 violations of intellectual property rights prohibition and restriction include: general violations of intellectual property infringement, illegal acts of prohibiting the sale of restricted goods; when the total number of points reaches 48 points, the account will be closed.
article 72 serious violations of intellectual property rights include: serious violations of intellectual property rights infringement; closure of accounts by those who have established three violations of the rules for serious violations of the law (directly close the accounts where the infringement is particularly serious)
article 73 transaction violations and other violations include: transaction violations and other violations prohibited by the platform; if the total number of points reaches 48 points, the account will be closed.
article 74 violations of the quality of commodity information include: search cheating and other violations of commodity release; the cumulative number of points reaches 12 points and 12 points multiples, and the account will be frozen for 7 days.
article 75 integral zeroing logic: the score of each violation of the four sets of points is calculated according to the cumulative number of the year of conduct, and the year of conduct means that each deduction of points will be recorded for 365 days, for example, 6 points were deducted at 12:00 on february 1, 2013, and this 6 points was not cleared until 12:00 on february 1, 2014.
article 76 list of penalty nodes of aliexpress's four sets of points system:
| the type of violation | the offending node | punish |
| serious violations of intellectual property rights | first violation | freeze (subject to the display of the violation record) |
| second violation | freeze (subject to the display of the violation record) | |
| third violation | shut down | |
| intellectual property rights are prohibited and restricted from sale | 2 points | warn |
| 6 points | restrict the operation of the product for 3 days | |
| 12 points | freeze your account for 7 days | |
| 24 points | account suspension for 14 days | |
| 36 points | account suspension for 30 days | |
| 48 points | shut down | |
| transaction irregularities and others | 12 points | freeze your account for 7 days |
| 24 points | account suspension for 14 days | |
| 36 points | account suspension for 30 days | |
| 48 points | shut down | |
| product information quality violations | 12 points and 12 multiples | freeze your account for 7 days |
article 77 if the member is suspected of registering or controlling the use of other accounts on the platform at the same time, aliexpress may freeze such accounts and withdraw them at the same time.
article 78 if a seller is in the process of closing or withdrawing an account by the platform due to violating the rules of the platform, in order to protect the legitimate rights and interests of the buyer and the right holder, the platform will freeze the alipay international account and aliexpress account of such sellers for six months at the same time; if the violation is particularly serious or serious, the platform has the right to decide to freeze for one or two years. in view of the serious disruption of the order of the platform and the actual damage caused to the platform or other sellers, aliexpress has the right to freeze the alipay international accounts and aliexpress accounts of such sellers until the party that the platform believes has been reasonably compensated.
article 79 during the freezing period, the seller cannot withdraw funds such as cash out of the alipay international account/aliexpress account, and the funds in the alipay international account/aliexpress account will also be frozen.
article 80 during the freezing period, if the seller does not produce a refund, compensation or other dispute, the freezing period expires, and the platform returns the funds (if any) in the alipay international account to the seller, and the alipay international account is closed at the same time.
article 81 during the freezing period, if the seller has a refund or compensation obligation due to disputes, bank refusals or other reasons, the platform has the right to refund and pay the funds in the seller's alipay international account/aliexpress account accordingly; at the expiration of the freezing period, the platform will return the balance of funds (if any) in the alipay international account/aliexpress account to the seller, and the alipay international account/aliexpress account will be closed at the same time.
section 3: four types of violations and penalties
intellectual property rights are prohibited and restricted from sale
article 82 violations of the prohibition and restriction of the sale of intellectual property rights
see: aliexpress intellectual property rules and cf. aliexpress prohibited and prohibited information list for details
serious violations of intellectual property rights
article 83 there shall be serious violations of intellectual property rights
see: aliexpress intellectual property rules for details
transaction irregularities and others
article 84 transaction irregularities
(1) order online rate rules: click to view the "aliexpress order online rate rules effective announcement"
(2) false shipments: click to view aliexpress "false shipments" rules
(3) serious misalignment: click to view aliexpress", "serious misplaced" rules
(4) malicious harassment: click to view aliexpress "malicious harassment" rules
(5) illegal profits: click to view aliexpress "illegal profits" rules
(6) serious disruption of platform order: click to view the "aliexpress "serious disruption of platform order" rules" by clicking
(7) unfair competition: click to view aliexpress's "unfair competition" penalty rules
(viii) breach of commitment: click to view aliexpress's "breach of commitment" penalty rules
(9) induce early receipt: click to view aliexpress's "induce early receipt" penalty rules
(10) guiding offline transactions: click to view aliexpress's "guiding offline transactions" penalty rules
(11) serious malicious ultra-low price of the store: click to view the "serious malicious ultra-low price of the store" penalty rules of aliexpress
(12) qualification certificate or appeal material fraud: the seller needs to ensure that the qualification certificate or appeal material provided is true and legal, if there is an obvious suspicion of fraud, or the authorized party, the official or other certification authority identified as fake, aliexpress has the right to punish the seller's account, or even close the account to be withdrawn
(13) other improper business conduct that aliexpress believes violates these rules, disrupts market order, and infringes the legal rights of consumers or other sellers. aliexpress reserves the right to announce or notify the addition or modification of other violations within a reasonable period of time.
(14) aliexpress "disclosure of other people's information" rules: click to view aliexpress's "disclosure of other people's information" rules
(15) aliexpress "deals do not sell" rules: click to view aliexpress 'deals do not sell" rules
(16) aliexpress "illegal profit" rules: click to view aliexpress "illegal profit" rules
(17) aliexpress "credit and sales speculation" rules: click to view aliexpress "credit and sales speculation" rules
article 85:miscellaneous
1. improper profit-seeking
improper profit-seeking refers to the use of improper means by members to seek benefits, including:
(a) providing aliexpress staff and/or their affiliates with property, consumption, hospitality or business opportunities, etc.;
(2) the member's act of seeking improper benefits from aliexpress staff through other means.
if the member improperly seeks profits, regardless of whether the benefit is obtained or not, the member's store and its affiliated stores will be permanently closed, aliexpress will permanently not provide or accept any products or services provided by it, and in the process of the member's use of the services provided by aliexpress affiliates' websites (including but not limited to alibaba china, international station, taobao. aliexpress reserves the right to perform the same actions on accounts on the aliexpress website that the member owns or actually controls.
aliexpress permanently does not provide or accept any products or services provided by aliexpress to the operator for improper profit-making, and other stores operated by the operating service provider shall also operate or replace the operating service provider within three months from the date of receipt of the aliexpress notice, after which aliexpress will supervise the relevant stores until its implementation is completed.
where a member who commits improper profit-seeking conduct truthfully and voluntarily declares and/or truthfully and actively reports, aliexpress shall give mitigated or mitigated measures as appropriate.
from the date of the investigation of unfair profit making by a member, aliexpress will restrict the member store and its affiliates from participating in aliexpress marketing activities until the end of the investigation.
if the member expresses his/her intention to make improper profits to aliexpress staff and/or his associates or has begun to carry out improper profit-seeking acts, but fails to do so due to reasons other than the member's will, the member's shop will be permanently closed.
in any of the following circumstances, it is regarded as an act of improper profit-seeking:
(1) where the merchant is an aliexpress staff member, the member's shop shall be directly closed;
(2) where the merchant is a related person of an aliexpress staff member and the aliexpress personnel fails to make a truthful declaration in accordance with the provisions of the alibaba group code of business conduct and the aliexpress staff takes advantage of the convenience of their position, directly close the member's store;
2. improper marketing practices
sellers should market in a lawful, compliant, and reasonable manner. without the buyer's prior consent, the seller shall not reach the buyer by disturbing the buyer, including but not limited to sending emails for marketing purposes, making phone calls, sending text messages, and contacting the buyer through the system services provided by the aliexpress platform.
product information quality violations
article 86. product information quality violations
(1) search for cheating click to view:"search cheating case analysis and punishment rules"
(2) business image theft click to view:"business image theft rules"
(3) complaints of watermark theft by merchants
the seller improperly uses the watermark of others or the product information or other information used by the seller in the published product information or the store name and domain name used, etc., causing consumers to misunderstand and confuse; 6 points per time are deducted, and the first complaint is not deducted; the first complaint is counted once within 5 days; and if there are multiple complaints in the following day, a point is deducted. the time is subject to the time of closure of the complaint.
(4) rules for listing non-agreed products click to view: rules for listing non-agreed products
(v) retention of contact information or advertising merchandise
CONTACT INFORMATION, SUCH AS EMAIL, WECHAT, MOBILE PHONE NUMBER, QQ, MSN, SKYPE, ETC., IS PROHIBITED IN ANY FIELD OR PICTURE; FOR THE PURPOSE OF PROMOTING STORES OR PRODUCTS, INFORMATION WITH AN ADVERTISING NATURE (INCLUDING BUT NOT LIMITED TO CONTACT INFORMATION OR NON-ALIEXPRESS THIRD-PARTY LINKS IN THE TITLE, PICTURES, DETAILED DESCRIPTION INFORMATION, ETC.) IS PROHIBITED TO ATTRACT CUSTOMERS TO VISIT, AND THE PRODUCT DESCRIPTION IN THE INFORMATION IS UNKNOWN OR THERE IS NO ACTUAL PRODUCT, AND THE LINK TO THE WEBSITE OF THE NON-ALIEXPRESS PLATFORM IS PROHIBITED IN ANY DESCRIPTION.
if there is contact information or advertising goods, the platform has the right to return or delete the product information, and if there is too much or repeat offenders, the aliexpress platform will reserve the right to deduct points and direct account penalties according to the violation.
(6) other improper publications
1. false listing of products, that is, listing products but being used to trade other products or for other purposes, in a way that formally complies with or similar platform requirements to cover up real violations or illegal transactions, including but not limited to:
1) Publishing or displaying products on any third-party platform or application (e.g. Facebook, Whatsapp, Vkontakt), but setting up other product links on the platform for jumping to AliExpress products and using the products to complete transactions (according to AliExpress's tracking tool);
2) On the platform, including but not limited to the product message area, dialogue with the buyer, or through the mailbox, telephone, etc., leave off-site contact information and other product advertisements to the platform buyers to guide the buyer to conduct illegal or illegal transactions on other third-party platforms or applications. The above contact information includes but is not limited to Facebook account and website message, Whatsapp, Google, telephone, email, etc.
3) the description of goods based on unconventional quantity units, styles and models or other information or attributes is sufficient to mislead normal consumers, and it is not possible to understand product information based on general social cognition, and the platform independently determines that there are violations or illegal suspicions such as selling counterfeits (subject to the platform's independent judgment). the above-mentioned unconventional announcements include, but are not limited to, where the price of shoes in the seller's store is consistent with the socks, significantly lower than the average price, the product has no information or is extremely simple, and the buyer and seller have no communication but a large number of transactions;
4) by editing the key attributes of the product category, brand, model and other key attributes to imply another product, it is impossible for normal consumers to judge or choose, which is enough to mislead normal consumers, and cannot understand product information according to general social cognition, and the platform independently determines that there are violations or illegal suspicions such as selling counterfeits (subject to the platform's independent judgment) the above-mentioned unconventional releases include, but are not limited to, marking all footwear sizes in non-footwear products, and marking colors, sizes, materials and other attributes in the supplementary freight link.
5) other publishing behaviors that have unconventional and abnormal information, and the platform has reason to believe that the seller has violated the law or is suspected of violating the law such as selling counterfeits (subject to the platform's independent judgment).
2. EVADE THE RULES OF THE PLATFORM. REFERS TO THE DELIBERATE CIRCUMVENTION OF ALIEXPRESS PRODUCT SKU SETTING RULES TO LIST PRODUCTS OR HIDE, OBSCURE, OR OBSCURE THE RELEASE OF PRODUCT-RELATED INFORMATION.
3. offensive, profane, false or other illegal or immoral text images in products, store titles, descriptions, or information content that is not related to the products listed or has inducing or other inappropriate language, such as:
1) publish chinese information;
2) violation of industry release norms
3) the information type is set incorrectly: if the purchase is confused with the sales information;
4) non-commercial information: such as simple factory, workshop display, job search, marriage, complaint, medical treatment, etc.;
5) improper use of third-party software to post products.
6) other acts of improperly posting through false or malicious circumvention
4. other violations of industry publishing rules.
in response to the above other improper publishing behaviors, the platform has the right to impose any or all of the following penalties according to the severity of the violation:
1) return or deletion of individual or related all products;
2) excessive illegal information, repeated publication of illegal information or the nature of the illegal information released (including but not limited to causing a large number of complaints and harming the interests of buyers), shall be punished with 6-12 points / time deduction, and / or direct suspension or closure of the account, and / or freeze the store withdrawal penalty;
3) for illegal orders that violate the product listing specifications of a specific industry, aliexpress has the right to close the order; if the seller publishes in violation of the law, but the buyer has paid, the platform has the right to sentence the seller to a full refund to the buyer (regardless of the logistics status)
4) penalties stipulated by other industry publishing rules.
section 4 liquidated damages
article 87 if the seller has deposited the deposit, aliexpress has the right to deduct the corresponding amount from your deposit in the event of the following paragraph 3):
the type of violation | violation scenario | liquidated damages and other penalties |
points are deducted for violations | serious violations of intellectual property rights have been committed twice | 3000 rmb |
when the total number of points deducted due to the illegal prohibition and restriction of intellectual property rights reaches 24 minutes | 3000 rmb | |
when the total number of points deducted due to the illegal prohibition and restriction of intellectual property rights reaches 36 points | 5000 rmb | |
points are deducted for violations of the quality of product information, when each 12 points are deducted | 500 rmb | |
those who have been deducted 48 points or directly closed their accounts due to violations of intellectual property prohibition and restriction, transaction violations, and other serious violations of intellectual property rights | if the seller applies the security deposit system of article 17-1, the amount of liquidated damages is the amount of the margin; if the seller applies the performance guarantee system of article 17bis, the amount of liquidated damages is the amount of the performance guarantee deposit. | |
violation of false shipping rules | general violations constituting false shipping rules, 2 points are deducted for every time | 500 rmb |
serious violations constituting false shipping rules, 12 points are deducted for every 12 points | 1000 rmb | |
violation of the deal no sell rule | general violations constituting the no-sell rule are deducted 2 points | 500 rmb |
serious violations constituting the no-sell rule are deducted 12 points | 1000 rmb |
article 88 in order to avoid ambiguity, if the seller constitutes more than one default scenario provided for in article 87, aliexpress has the right to take restrictive measures against the seller according to each default scenario.
article 89 if the balance of the deposit is insufficient, resulting in aliexpress being unable to deduct the corresponding amount of liquidated damages, the seller shall pay aliexpress to pay the insufficient part. if the mybank only fulfills part of the liquidated damages to the platform, the seller shall pay the insufficient part to aliexpress.
article 90 if the seller's behavior causes greater actual damage to the platform, the platform has the right to continue to recover from the seller until all losses are compensated.
the underlying rules
chapter iv supplementary provisions
article 87: miscellaneous
(1) unless otherwise indicated, the days and months in these rules refer to natural days and natural months.
(2) if there is a conflict between the basic rules and the investment rules, the basic rules shall prevail; if there is a conflict between the basic rules and the industry rules, marketing rules, intellectual property rules, and prohibition and restriction rules, the latter shall prevail.
industry standard
ALIEXPRESS 3D PRINTER PRODUCT LISTING SPECIFICATION ANNOUNCEMENT
2019 qualification requirements for some categories
adult/sex toys industry standard
3C DIGITAL ACCESSORIES INDUSTRY STANDARD
announcement of the specifications for the use of the xiaomi series brand of the aliexpress platform
intellectual property rules
prohibition and restriction rules
marketing rules
in order to promote the growth of sellers and increase more trading opportunities, sellers should abide by the following rules when organizing sellers' promotional activities on the platform regularly or irregularly and in the promotions carried out by sellers themselves.
article 1 in order for a seller to meet the following conditions in order to have the following conditions for the seller's transaction on the aliexpress platform, he or she shall have the right to apply to join the promotional activities organized by the platform:
(1) sellers and commodities with transaction records must meet the following conditions:
1. the praise rate of the store > = 92%;
2. The DSR description of the products in the store > = 4.5
3. the dispute rate of store goods is not ≤ 8%;
4. the 5-day internet access rate of the goods in the store > 80%;
5. the merchant does not have problems in good faith management, does not defraud consumers or any other behavior
6. other conditions set by the aliexpress platform for specific promotions.
REMARKS: THE ABOVE-MENTIONED STORES " PRAISE RATE "GOODS NOT ON BOARD DISPUTE RATE", "DSR DESCRIPTION SCORE" OF THE PRODUCT" AND "7-DAY INTERNET RATE" REQUIREMENTS ARE NOT FIXED VALUES, AND THE PLATFORM HAS THE RIGHT TO ADJUST THEM ACCORDING TO DIFFERENT CATEGORIES, SPECIFIC ACTIVITIES OR THE IMPACT OF FORCE MAJEURE EVENTS.
(2) sellers with no transaction records: the aliexpress platform will formulate specific seller access standards based on actual activity needs and commodity characteristics;
article 2 in the promotion activities, the seller shall abide by the national laws, regulations, policies and aliexpress rules, and shall not be suspected of harming the legitimate rights and interests of consumers, aliexpress and any third party, or engaging in any suspected violation of relevant laws and regulations, and cannot participate in platform marketing activities, including but not limited to:
1. serious infringement of intellectual property rights 2 or more times;
2. 18 points or more for individual violations of intellectual property rights;
3. prohibition and restriction of sales of 18 points or more in violation of the individual violation;
4. the total deduction of 24 points or more for transaction violations;
article 3 if a seller violates the rules in the promotional activities, the aliexpress platform has the right to prohibit or restrict the seller from participating in various activities of the platform according to the circumstances of the violation, and if the circumstances are serious, the aliexpress platform has the right to freeze, close or take other restrictive measures against the seller's account. the specific provisions are as follows:
for the violations of sellers in platform activities and sellers' self-promotion activities, aliexpress has the right to deal with violations according to the activity rules or specific circumstances.
article 4 if the seller's behavior in the promotion violates other provisions of these rules or other website rules, it will be punished according to the corresponding rules.
article 5 aliexpress reserves the right to change the rules of promotions and publish the one-line rules according to specific promotions.
article 6 sellers are unable to participate in promotional activities due to some force majeure factors (such as earthquakes, floods), etc., if the situation is true, the platform will deal with it according to the situation.
article 7 specific marketing activities, including but not limited to marketing activities held regularly or irregularly, marketing activities held at specific venues and channels, or marketing activities mainly aimed at consumers in a certain country or market, merchants and commodities shall also meet other requirements, including but not limited to business conditions, business scale, dispute rate, complaint rate, praise rate, commodity sales, inventory quantity, discount requirements, free shipping, etc.
investment rules
2019 seller (china) investment rules
2018 seller (china) investment rules
2019 aliexpress merchant service agreement
aliexpress merchant service agreement (currently running version)
logistics rules
community code (chinese)
seller protection policy
during the transaction period, sudden force majeure events (such as: large-scale strike event in brazil
in may.6, 2014), the platform will be based on the specific circumstances of the force majeure event: 1. the "transaction is not sold" and "dispute initiation" orders caused by the event are comprehensively judged whether they are counted in the relevant indicators, and the specific judgment and scope are subject to the platform announcement.
2. corresponding adjustments will be made to the dispute resolution rules and timeliness, and the specific judgment and time will be subject to the platform announcement.
country-specific rules
ANNOUNCEMENT ON THE AGREEMENT AND LAUNCH OF THE DDP PLAN OF THE TURKISH SHANGQING
CE AND OTHER EU EXPORT REQUIREMENTS
- CE CERTIFICATION BODY RELATED
- ALIEXPRESS NOTICE ON OPENING UP THE SUBMISSION OF EU CE QUALIFICATIONS
- EU CE CERTIFICATION ATTRIBUTES ARE REQUIRED TO BE NOTIFIED
- A SUMMARY OF EXPORT NOTICES AND CONTROL ANNOUNCEMENTS FOR INDUSTRIES INVOLVED IN CE COMPLIANCE
- aliexpress' compliance announcement on eu market surveillance regulations
rule announcement
regarding the nationalization of the ban and restriction policy related to the overseas epidemic
regarding the nationalization of the ban and restriction policy related to the overseas epidemic
The new version of the product does not match the version dispute before and after the introduction of the update point
Ongeacht of de verkoper tijdens de onderhandelingsperiode heeft gereageerd of niet, de onderhandeling is inconsistent en alle platforms volgen het after-sales-schatproces
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