How to complain about malicious buyers?
I. Background:
AliExpress malicious buyer reporting/complaint function has been going on for a long time. Many merchants are willing to report the clues of malicious buyers to the platform to help the platform better control consumers. This function also helps many merchants avoid being troubled by malicious disputes and malicious evaluation. Thank you for your long-term support for the AliExpress platform. Of course, we also receive feedback and suggestions from merchants on this function, mainly focusing on hoping to speed up processing, increasing the active identification of malicious buyers and protecting transaction behavior.
Starting from the end of April 2021, we will upgrade the malicious buyer reporting system. On the basis of retaining the original function, the new reporting system optimizes the system and process of the processing link, accelerates the processing speed, improves and optimizes the user experience of merchants' websites, and adds indicator protection. Non-merchant If the reason is not sold, we can directly initiate an order indicator protection application in the background without contacting the second child to apply. If the application is approved, the calculation of not selling the transaction can be exempted.
The new page is "Merchant Reporting Tool Center". In the future, we will also enrich more reporting and protection application scenarios, which is convenient for merchants to use, ensure the merchant's transaction experience and protect the good business environment.
II. Functional entrance:
There is no change for the time being. You can report malicious buyers through AliExpress's background - violations - I want to report -
III. Introduction to the Reporting Tool Center
1. Homepage function
1.1 You can submit a complaint form online by clicking [I want to complain]
1.2 Support complaint record inquiry (6 months)
2. Details of the complaint sheet page
2.1 The complaint scenario not only includes malicious orders, malicious disputes and malicious evaluations for malicious buyers, but also includes new indicator protection - transaction non-sale" and malicious harassment.
2.2 Accelerate the processing links and processes, quickly feedback the reporting results, and give the processing results by 48 hours at the latest.
2.3 Explanation of reporting type: (Reporting once can be supported in each reporting scenario of the same order, but multiple reports cannot be initiated in the same scenario of the same order)
Report abnormal buyers:
· Bad auction order: It is mainly to investigate the account dimension. For example, peer-registered buyer accounts go to peer stores to shoot a large number of malicious competitions. If it is not malicious competition, the report is generally invalid.
· Malicious evaluation: It is mainly for malicious behaviors, such as malicious bad reviews of peer-registered buyer accounts. Because evaluation is a subjective feeling of buyers, normal transactions cannot be reported and established even if the buyer gives bad reviews.
· Malicious disputes: The platform will judge whether it is a malicious buyer based on the overall website behavior of the buyer, and will not be strange for the reasons of the buyer of a disputed order or the wrong evidence picture submitted. After the report is established, the platform will clean the data indicator for a period of time, that is, the non-performing orders caused by the buyer will not be included in the seller's service level indicator, but the bad reviews in the product and store will not be deleted. Please understand.
· Malicious harassment: It is mainly about order dimensions, such as the buyer's non-payment and note of invalid information.
Protection service indicators
· Transaction non-sale: mainly for order dimensions, such as incomplete or invalid buyer's address information, customized commodity buyer's order does not communicate, etc.
If the goods cannot be shipped due to this reason, you can choose this scenario to apply for a transaction without selling exemption.
2.3 If the complaint result is established, the order-related indicators will be exempted from liability within 3 days (reporting and reporting malicious disputes is established, the dispute data will be exempted within 3 days)
If the complaint result is not valid, the order metric will not be adjusted. You can click here to view the possible reasons for the report that is not valid.
3. Points to note:
3.1 At present, the reporting tool center does not support repeated submission of complaints in the same scenario, that is, the same order is only supported once in each scenario of [transaction not for sale], [abnormal dispute], [abnormal order placement], [abnormal evaluation] and [mal harassment]
Malicious order prevention and control tool
Dear AliExpress merchant friends,
In order to provide a safer trading environment for merchants and avoid potential risks before trading, the current platform has launched malicious order prevention and control tools to help merchants place malicious orders, malicious refunds, malicious disputes and other risk scenarios that may exist in business links, carry out early warning and prevention and control, improve merchant operation efficiency, and help smooth Taiwan carries out joint construction of risk models.
I. Function introduction
Product link: https://ss.taobao.com/ae#/maliciousOrders/warning
The homepage is as follows: Click "Get Started"
II. Frequently Asked Questions
Q1: What are the definitions and functions of malicious order prevention and control tools?
A1: The malicious order prevention and control tool is based on the risks existing in the business link of merchants: bad auctions, evil retreats, malicious disputes and other risks, providing merchants with a one-stop service platform for store operation risk prevention and prevention and control. It mainly provides merchants with: malicious order risk prevention and control services, including order interception, order warning, risk reporting and other services.Q2: How to open this permission?
A2: No registration is required. Open the login account in the upper right corner of https://ss.taobao.com/ae#/maliciousOrders/warning and click Use Now.Q3: Didn't you see anything after logging in?
A3: The system will actively identify whether there are abnormal orders in the store. If abnormal orders are identified, they will be viewed in the malicious order warning list, and the store needs to deal with them in time. If there is no order information after logging in, it means that the system has not recognized abnormal orders for the time being, indicating that the store is in good business status. Follow-up, you can follow the system. All test results.Q4: What are the specific services provided by the malicious order prevention and control tool at present?
A4: The malicious order prevention and control tool temporarily provides early warning of attack risk identification, and more risk capabilities will be opened up one after another in the future. Please stay tuned.
OCR IMAGE:
Type of risk
Risk definition
Risk sub-categories
Risk definition
| Refers to the buyer abused the cash on delivery function to place an order and repeatedly refused
|Sign, disrupt the behavior of businesses operating on the platform
COD malicious refusal
| Refers to the buyer deliberately using the bank's chargeback clause in violation of the regulations, passed
|Fake evidence, cover up facts, etc. to obtain improper
|Refund behavior
Refers to buyers who violate facts, distort right and wrong, and give goods and merchants
|Behavior of low-level evaluation
| Refers to buyers through the Hong Kong website consumer protection rules, through
|Through a variety of methods (providing false evidence, violating facts,
Gang committing crimes, etc.) initiate disputes to obtain the full amount of improper
|Or partial refund
| Means that the buyer maliciously took the goods and did not pay, resulting in the goods library
|Save as zero and remove it, disrupting and affecting normal business operations
the behavior of
Malicious refusal
|Not for the purpose of real consumption, for the purpose of retaliation, peer attacks, etc.
, Such as through communication threats, batch taking of inventory, payment
|Applying for a refund or refusal to pay after the goods was placed for the purpose of placing an order, causing merchants to receive | Malicious evaluation
|The waste of operating costs and the abnormal impact of operating indicators.
|Attack risk
|Malicious disputes
Bad shots occupy inventory
Q5: In addition to the above risks, can I report other types of risks?
A5: For the time being, only the platform actively identifies abnormal risk orders of output, and store reporting is not supported for the time being.Q6: What do I need to do when I see an alert order?
A6: When you give your order early warning, you need to verify whether it is a risk. If not, just click Verify Normal; if it is a risk, just click to confirm the abnormality. If the store cannot be verified, you can also click ignore it.Q7: If it is judged as a risk, what penalties will be imposed on relevant orders and accounts?
A7: For orders determined to be risk, the corresponding indicators will be eliminated (such as automatic closing orders by the system, excluding the transaction non-sale rate, supporting non-delivery, etc.); the buyer's account involved in this order will be warned, restricted purchase, frozen account, etc. based on the seriousness of the risk.
What does it mean to report if it fails to report?Thank you very much for using the platform's reporting function to feedback us what you think is suspicious.
The corresponding indicators of the report will be cleaned up:
Malicious buyer report:
Malicious disputes - the establishment of the report will clean up the order dispute rate (service points - disputes over unreceived goods + disputes over wrong goods)
Malicious order - If the report is established, the transaction will be cleaned and not sold (service points - transaction will not be sold)
Malicious evaluation - If the report is established, the corresponding evaluation content will be deleted (transaction-transaction evaluation)Application for indicator protection:
Transactions will not be sold - The report will be cleaned and the transaction will not be sold (service points - transaction will not be sold points)Possible reasons for the inaugurality of the report:
Malicious disputes The report is invalid:
It should be noted that the essence of this process is still to report malicious buyers. If the buyer of the order is normal, but you feel that the launch of the dispute is unreasonable, the submission of information is unreasonable, and the judgment is unreasonable, I'm sorry that this is not the category of malicious buyers and cannot be judged as malicious buyers. ( Editor's warm reminder: Compare our hearts with each other. As buyers, we get a bad experience when shopping on e-commerce platforms, and we may also start emotional disputes, which does not mean that we are malicious buyers.)Malicious order Report is invalid:
The platform depends on whether there is any abnormality in the overall behavior of consumers on the website, such as batch orders placed by peers, malicious attacks by peers, such as not replying messages, not paying orders, etc., which is not necessarily reported and established, because the overall behavior of consumer accounts is normal, or consumers are not familiar with the operation of the website. Network It takes a lot of effort to expand every new consumer. I hope the seller will cherish every transaction opportunity.Malicious evaluation The report is invalid:
In e-commerce platforms, it is the right of consumers to publish their own real feelings and evaluations according to their actual shopping experience. Whether it is good or bad, it is the real feelings of consumers. The malicious buyer's evaluation determined by the platform depends more on whether there are overall bad review attacks, malicious competition among peers and other behaviors, so it is possible that the report is invalid. ( Editor's warm reminder: For example, when we shop on Taobao, we are unlucky and get a very bad shopping experience. In anger, we wrote a bad review. This is our right. We are not malicious buyers.)
Merchants can reply on bad reviews, so that other consumers can see the context of the matter and avoid affecting conversion.
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