SELLER HELP CENTER VS BUYER HELPCENTER

THE BUYER

What is Buyer Protection?

All orders placed on AliExpress are protected by a standard set of guarantees, also known as Buyer Protection.

Buyer protection starts from the moment you have paid for your order. The Buyer Protection period will be displayed in the form of a countdown clock on My Orderspage. Once you have confirmed receiving your order, you will have 15 days to apply for a refund.
Please click View Detail to enter into the Order Detail page, the deadline of Buyer Protection period is also shown here.
If you would like to extend the Protection period, please submit a Purchase Protection Extension Request by the button click here on the Order Detail page.

Please click here to learn more about buyer Protection Program

Shop with confidence

Shop with confidenceBuyer Protection

MONEY BACK GUARANTEEWe promise your money back if the item you received is not as described, or if your item is not delivered within the Buyer Protection period. You can get a refund 15 days after the claim process finishes. This guarantee is in addition to and does not limit your statutory rights as a consumer, as granted by all mandatory laws and regulations applicable in your country of residence.Terms & Conditions

1. Contact Seller2. Apply for Refund3. Get Money Back in 15 DaysGo to your order history and select the item. Discuss the issue with the seller and see possible solutions.If you can't come to an amicable agreement after contacting the seller, simply raise a claim by opening a dispute within 15 days following the delivery of your order or the end of the package receipt confirmation period (as listed in your order details).Most sellers will return your money in 15 days, however; if it's not resolved, you can contact AliExpress from the order detail page to escalate your dispute.

Free ReturnSellers that offer 'Free Return' service will have 'Free Return' icon on their item details page. With 'Free Return' service, you get 15 days (on top of the on-time delivery date) to decide if you want to keep or return the item for any reason, as long as they are unused, unwashed and in their original condition – complete with the original packaging, tags, etc. It's easy and fast:Easy• Return items locally and easily: 1) Get the return code or label, 2) wait for door-to-door pickup service or take your package to the designated service point and, 3) lastly, wait for the local warehouse to confirm receipt of your returned package.• Remember to select 'Return Goods" while opening the dispute.Fast• Refund will be made to you once we confirm receipt of your returned parcel which meet the conditions for reimbursement.• Items will be processed at a local warehouse, instead of being sent back to the seller’s country of origin (eg China).Service Scope• Not all countries have Free Return service. At present, supported countries include the mainland territories of the United States, Canada, Australia, United Kingdom, France, Spain, Germany, Russia, South Korea, Saudi Arabia, UAE, Italy, Netherlands, Poland, Brazil and Israel.
• In addition, not all products on AliExpress.com include the Free Return service. The seller can choose whether or not to offer this extra service. Sellers that offer the Free Return service will have a label or icon on their product details page confirming this service is available.Return Shipment Fee• Returning packages via a designated local return service point or via a door-to-door pickup service is free.
• Note: You can only enjoy one-time free local return for one order. If you initiate multiple return requests under an order, you can only enjoy the free local return service once, and other return requests can still enjoy local return service but you will have to cover the return shipping costs to the designated local return address. Therefore, please consider returning jointly the products to avoid paying that additional shipping cost.

Local Return (For Eligible Italian Items Only)You can enjoy our Free Return service within 15 days of receipt of delivery.Service Scope• Sellers can choose to offer this extra service, and will often do so if they are using a warehouse that is located in your country.
• At present, this service is limited to products from participating Italian sellers only.Conditions for Submitting Refund Requests• The products have not been used.• The item is in perfect condition and in its original packaging.Return Shipment FeeThe shipping cost of your returned goods will be paid by the seller.

Local ReturnSellers that offer 'Local Return' service will have the above 'Local Return' icon on their item details page. With 'Local Return' service, you could get 15 days (on top of the on-time delivery date) to decide if you want to keep or return the item without any reason.Return Shipment FeeThe return shipping costs to the designated local return address are borne by the buyer.

Statutory rightsThe seller must comply with other relevant legal requirements (warranty, return, etc.) that may be applicable depending on your location as buyer. For instance, in most EU countries you will generally have a 2-year legal conformity warranty and a 14-day right to return (please note that in case of return, the buyer must bear the cost of returning the products to the seller).Statutory Rights For EU Consumers

Still have questions? We're always here to help.

The product I received does not match the description. What can I do ?

Please check the goods clearly after you have received it.
1. If you are not satisfied with the product you received, please contact your seller to agree on a solution.
Please click Contact Seller on the order list page and send message to seller, you would better to provide photo of the goods, or testing video to seller in order that he/she can confirm goods issue and offer soluton to you.
And, please check the messages between you and seller on the page Message Center - Chats.
2. If that doesn’t help, you can apply for a refund by opening a dispute before the Buyer Protection has ended. Please click here to learn more for how to open dispute.
3. If the order with Free Return service, you could ask for free return in local within 15 days after receipt. Please click here to learn more for Free Return service.
4. If the order with one year Commercial Warranty Service, please submit a warranty service request after the Buyer Protection has ended. Please click here to learn more for Commercial Warranty Service.

How to open dispute?

1. Status that you can open dispute
The orders on AliExpress are protected by Buyer Protection. You can open dispute in the Buyer Protection time under following status:

2. When can I open dispute?
Generally the option to open a dispute will become available on the 11th day after seller has sent out the goods, until to the 15th day after delivery time is over or you confirmed the receipt.
Please notice that, if the package is in transit with normal logistics update, and still in delivery time of the order, you can open dispute only after delivery time is over (there is 15 days protection time for you to open dispute after delivery time is out).
Please pay attention to the deadline of the delivery time (PST) on the order detail page. As the order on the followed photo, you are allowed to open dispute in 15 days after 2020-05-24 PST if package is in transit with normal logistics update.
3. Method to open dispute
3.1 Find the order under Orders. Tap the product to see the order details.
3.2 Tap Contact Seller to get a solution, or Open Dispute to apply for a refund.
3.3 You’ll be asked to answer a few questions about why you want to open a dispute. Please fill in the form and submit it.
During the dispute process you can still negotiate with the seller.
If you would like to know more about dispute process, please refer to 'What's the dispute process after I have opened a dispute?'
If you cannot open dispute, please refer to 'Why can't I open dispute?'
NOTE：
If you paid for the order by Paypal, you can open dispute both on AliExpress and Paypal. But protection time for opening dispute is different:
- On PayPal: you can open dispute on PayPal within 180 days after payment.
- On AliExpress: you can only open dispute 11th day after seller has sent out the goods, until to the 15th day after delivery time is over or you confirmed the receipt.
Please respond dispute on Paypal if it is opened on Paypal, and contact PayPal customer service if there is any question about the dispute.

What's the dispute process after I have opened a dispute?

After you've opened a dispute, the seller will be notified and need to reply to your request in 5 days. Please check My AliExpress > Refund & Disputes, click View details for updates/detail information of the dispute.

- If the seller agrees with your request of Refund Only or if he/she doesn't reply within 5 days, dispute will be closed automatically, and you will get your refund in 3-20 working days (When will I receive my refund?).
- If the seller agrees with your request of Return Goods, you will be asked to return goods and submit tracking information in the system within 10 days.
- If the seller doesn't agree with your request, you can click Edit to Update Proposal or wait for us to automatically escalate your dispute after 5 days. In this case we will help you look into the matter and try to find a suitable solution.
- If you are not satisfied with the offered solution or asked to provide more evidence, please click Edit to Update Proposal, click Upload Evidence to provide new evidence to support your request.
For some disputes which no need seller to reply, AliExpress dispute team will step in directly and offer solutions for you, please pay attention to updates of the dispute, and respond in time.

I can't open dispute, what can I do?

If you have difficulties opening a dispute, please check the below possible reasons:CLICK THESE
- AND THE PAGE WILL RELOAD ?THIS IS ALL INFORMATION!
For have not received order
For product does not match the description
For have not received order:
1. Order is shipped within 10 days when the shipping status may not be updated yet. If the tracking information still seems abnormal after 10 days, you may open a dispute.
2. The parcel is in transit with normal logistics update, and still in delivery time of the order. Please kindly wait until the guaranteed delivery time is end. There is 15 days protection time for you to open dispute after delivery time is out.
3. Seller have sent out goods after reject your application of cancelling order, please be patient to wait for delivery of the package. If you do not want the goods, you can reject the goods when it is delivered; or return goods back for refund by opening a dispute after the receipt. Back to category
For product does not match the description:
1. The Buyer Protection period may be over.
You can open a dispute on the 11th day after seller has sent out your order and within 15 days of the order’s completion. If the Buyer Protection period is over, please contact seller, negotiate with seller to reach an agreement.
2. There are errors in the dispute form.
The dispute form only supports no more than 500 non-Chinese characters. Please remove Chinese characters and punctuation in the form.
3. Did not upload evidence.
For disputes with reason of quality issue/not as described/damaged, evidence is needed while opening dispute. Please upload one to three photos or one video as evidence.
4. The form includes an unsupported file type.
Supported file types that can be added in the dispute form include: .jpg, .jpeg, .bmp, .gif, and .png. Each document should be less than 2MB. Please note that word documents, excel sheets and other file types are not supported.
If you have already added an attachment but still receive a “Please add attachments” notification, please compress the picture and upload it again.
Back to category
Please click 'When can I open dispute?' to know detail order status which is available for you to open dispute.
For method of opening dispute, please refer to 'How do I open dispute?'
For dispute process after dispute is opened successfully, please refer to 'What's the dispute process after I have opened a dispute?'
THE SELLER
short index page 1 seller information
beware! every singe question gets fully explained after these short answers
THIS COULD EASILY GO UP TO 60-70 PAGES AT LEAST
[After-sale treasure order dispute negotiation] function introduction
[After-sale treasure negotiation function] Online background After-sale treasure service has been launched since 2016, it not only guarantees consumer experience, but also saves a lot of after-sales manpower and compensation costs for merchants. However, after receiving feedback from various channels, businesses have strong demands : I hope that the disputes over the goods covered by the after-sales treasure will be organic
How do you understand the sentence "The after-sales treasure order platform will handle the processing on behalf of the seller"?
Refers to the after-sale treasure industry orders placed in the "goods are not version" type of disputes, directly by the platform to intervene in the verification and processing, without the seller's own handling (fake goods, short-package and other disputes still need the seller to cooperate with proof). If the buyer files a dispute of "not received goods", the seller still needs to handle it by himself, that is: when the buyer files a refund
What are the categories of after-sales treasure open?
As international buyers, especially European and American users, have continuously improved their requirements for product quality and after-sales service, the platform has successively provided "after-sales treasure" after-sales service for relevant industry sellers. The industries currently open are: jewelry, watches, clothing, home furnishing, wigs, toys, lamps, beauty and health, mother and child, electronic components
What does AE platform investment mean?
After-sale treasure disputes are handled directly by the platform. If the dispute shows that the AE platform is funded by the platform and refunded to the buyer, the order money is normally released to the seller.
Why do some after-sales treasure disputes need to be handled by me?
Whether the after-sale treasure order is handled by the platform or the seller itself depends on the reasons for the buyer's dispute. The details are as follows (the handling rules of the after-sale treasure dispute platform): The buyer's dispute of "the wrong version" is generally handled by the platform. . However, if the platform judges that the issues involved in the dispute do not belong to the after-sales service
After-sale treasure disputes, who is responsible for the refund?
- The investor of the after-sales treasure is related to the cause of the dispute.
  1. If the dispute is a dispute over after-sale treasures that are not on the board, then the platform will handle it without the seller's intervention. After the dispute is settled, the dispute details interface will display "AE Platform Contribution", which means that the refund is borne by the platform.
  2. If the cause of the dispute is a case of counterfeit goods, short clothing, etc., the dispute will require the seller to intervene. After the dispute is closed, the dispute details interface will display "Seller's Contribution", which means that the refund is borne by the seller.
How to cancel after-sales service
At present, the platform provides certain after-sales support for some categories: that is, once an order under the relevant category has a dispute of 'the wrong version of the goods', the platform will handle the dispute of the wrong version of the goods on your behalf. This type of dispute is an after-sales treasure dispute. Because after-sales treasures are related to categories, the after-sales treasure service cannot be retrieved independently at present.
What should I do if I am not satisfied with the handling of the after-sales treasure?
- Hello seller! Please understand that after-sales treasure (disputes in which the goods contract in after-sales treasure does not match the scene) aims to improve the buyer's after-sales experience
  ① After-sale treasure cases are refunded by the platform. We will judge the final solution based on the comprehensive situation of orders, products and buyers. After-sale treasure is not simply based on evidence to pay buyers, but also based on the buyer's credit and background.
  ②As to whether the buyer's evidence is malicious or fraudulent, we will comprehensively look at the buyer's transaction background through big data. Once we find problematic buyers, the corresponding dispute rules will also be adjusted. If you encounter a buyer who maliciously cheats (there is evidence that the buyer maliciously filed a dispute, etc.), you can report the buyer to the corresponding order office in the background.
  ③If you want to reach an agreement with the buyer, it is recommended to communicate with the buyer in the dispute message page.
  Since the dispute has already been filed, the platform cannot cancel the rate of filing the dispute. You are very welcome to provide us with more reasonable opinions and suggestions through the "Dispute Survey Questionnaire" on the dispute details page. I hope you can understand, thank you,
[After-sales treasure] Important notice of new seller assessment
Background: In order to improve the overall competitiveness and protect the buyer's experience, the platform will provide "after-sales treasure service" for eligible sellers free of charge at the expense of the buyer in the event that the buyer files a dispute due to the wrong version of the specific product for the order of a specific category. . Since its launch in 2016, the "After-sale Treasure Service" has been in
- 【After-sale treasure negotiation function】Online background
  Since the after-sales service was launched in 2016, it has also saved a lot of after-sales manpower and compensation costs for merchants while ensuring consumer experience. Disputes about wrong goods can have the opportunity to negotiate with buyers to resolve disputes, better maintain customer relations, and reduce the rate of disputes. Taking into account the buyer's experience, the platform decides to start negotiation projects for all after-sales treasure categories. The negotiation period is 3 days. Orders under the Worry-Free Return Guarantee Plan do not need to go through this negotiation process.
  A. After-sale treasure dispute orders that have been negotiated will not be counted in the rate of disputes arising from incorrect shipments. You can actively negotiate with buyers through your professionalism based on the buyer's portrait and background to better solve the buyer's problem. , to reduce the rate of disputes. If the negotiation is reached and a refund is involved, the merchant needs to bear it;
  B. If the negotiation is inconsistent, the dispute will automatically go up for arbitration after 3 days, and the platform will still handle it on behalf of the merchant and bear the corresponding refund. At this time, the merchant does not respond to the entrance.
  [After-sale treasure negotiation function] Order dispute handling process
  [After-sale treasure negotiation function] video explanation
  [After-sales treasure negotiation function] entrance: [Products] - [After-sales and service] - [After-sales treasure dispute order negotiation function], or click here to join
  [After-sale treasure category] Currently opened industries include: jewelry, watches, clothing, home furnishing, wigs, toys, lamps, beauty and health, mother and child, electronic components, special categories, office stationery, jewelry accessories, automobile and motorcycle Parts of accessories, communications and accessories Phone & Accessories, luggage, wig self-operated categories, travel and vouchers, as well as tools, home improvement (hardware), sports and entertainment, computer and office, consumer electronics and other industries category.
  The difference between [after-sales treasure negotiation function] and worry-free return guarantee
  The after-sales treasure negotiation plan is a dispute negotiation function for after-sales treasure orders.
  The worry-free return guarantee plan (Free Return) is a full-scale online insurance service launched by Alibaba and insurance agencies for AliExpress platform merchants. It aims to solve the problem that cross-border merchants cannot provide local returns due to logistics problems. The local warehouse is the return address, realizing free local return of goods, improving the buyer's purchasing experience and reducing the after-sales cost of the merchant. After the merchant joins the worry-free return guarantee plan, for the order of worry-free return, the buyer returns the goods to the designated warehouse of the local platform within 15 days after receiving the relevant goods. If 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 compensation in the bound domestic Alipay account according to the compensation standard.
  7.29 Upgraded version to participate in the entrance, click here to enter . For details, click here to view .
[After-sale treasure order dispute negotiation] function introduction

How do you understand the sentence "The after-sales treasure order platform will handle the processing on behalf of the seller"?

Refers to the after-sale treasure industry orders placed in the "goods are not version" type of disputes, directly by the platform to intervene in the verification and processing, without the seller's own handling (fake goods, short-package and other disputes still need the seller to cooperate with proof).
If the buyer files a dispute of "not received goods", the seller still needs to handle it by himself, that is: after the buyer files a refund, please accept or reject the buyer's dispute within 5 days after the buyer files the dispute. If there is no response, the system will automatically execute the refund amount according to the buyer's request.

Reminder: The currently opened industries are: jewelry, watches, clothing, home furnishing, wigs, toys, lamps, beauty and health, mother and child, electronic components, special categories, office stationery, jewelry accessories, automobile and motorcycle accessories, communications Some categories of Phone & Accessories, luggage, wig self-operated categories, travel and vouchers, as well as some categories of tools, home improvement (hardware), sports and entertainment, computer and office, consumer electronics and other industries.
What are the categories of after-sales treasure open?
- As international buyers, especially European and American users, have continuously improved their requirements for product quality and after-sales service, the platform has successively provided "after-sales treasure" after-sales service for relevant industry sellers.
  Currently opened industries include: jewelry, watches, clothing, home furnishing, wigs, toys, lamps, beauty and health, mother and child, electronic components, special categories, office stationery, jewelry accessories, auto parts, communications and accessories Phone Some categories of & Accessories, luggage, wig self-operated categories, travel and vouchers, as well as some categories of tools, home improvement (hardware), sports and entertainment, computer and office, consumer electronics and other industries.
  
  Reminder:
  If the platform judges that the problem involved in the dispute does not belong to the scope of after-sales treasure, you still need to negotiate with the buyer to resolve it, please pay attention to the dispute email notification. That is: when the buyer requests a refund, the seller should accept or reject the dispute raised by the buyer within 5 days of the buyer filing the dispute. If the buyer fails to respond within the time limit, the system will automatically execute the refund amount according to the buyer's request.
- What does AE platform investment mean?
  After-sale treasure disputes are handled directly by the platform. If the dispute shows that the AE platform is funded by the platform and refunded to the buyer, the order money is normally released to the seller.
  
  Why do some after-sales treasure disputes need to be handled by me?
  Whether the after-sale treasure order is handled by the platform or the seller itself depends on the reason for the buyer's dispute . The details are as follows (the handling rules of the after-sale treasure dispute platform):
  When a buyer raises a dispute of "mismatched version" , the platform is generally involved in verification and processing. However, if the platform judges that the issues involved in the dispute are not within the scope of after-sales treasures (such as short-packed goods, fake goods, etc.), then you still need to negotiate with the buyer and pay attention to the dispute email notification;
  If the buyer files a dispute of "not received goods" , the seller still needs to handle it by himself. When the buyer files a refund, the seller needs to accept or reject the buyer's dispute within 5 days of filing the dispute. If the buyer fails to respond within the time limit, the system will automatically execute the refund according to the buyer's refund amount;
  If the buyer returns the goods for no reason/the buyer's personal reasons, the buyer will directly enter the return process. The buyer's personal reasons include: the buyer placed the wrong order, the buyer no longer needs the ordered product, the buyer purchased the lower-priced high-quality product, the logistics method is inconsistent, etc.

If the customer requests to return the product, who will bear the return shipping cost of the product?

1. If the buyer needs to return the goods to you, then the shipping cost of the return needs to be actively negotiated between you and the buyer.
2. Compensation will be mentioned in the dispute judgment meeting. In this scenario, the buyer generally bears the return shipping fee, and the platform compensates the buyer for the return shipping fee in the form of coupons .

If the buyer changes the reason for the dispute to a non-seller reason, will it still be included in the dispute filing rate?

When the buyer changes the reason of the dispute to a non-seller's reason, the dispute filing rate will not be counted after the system is synchronized.
If the dispute category modified by the buyer is "Personal Reasons", "Easy return" and "Shipping method was not as described", the dispute filing rate of the seller will not be counted.
THESE ARE THE QUESTQUESTIONS WITH FIRST SHORT ANSWERS, each answer must be opened 1 by1 ,and translated,qo after this part also this will come
After-sales service
/
Dispute handling and appeals
How long is the default confirmation receipt time and time-limited delivery time for an order?
The default order confirmation time and time limit are as follows: 1. The order default system confirms the receipt time: 2, the time limit is reached. The description is only applicable to transaction orders with the origin of China; 1. Current orders
An introduction to disputes over the new version of goods and the wrong version
I. Response rules and screenshots [Negotiation period] 1. The overall response rules introduce that both the buyer and the seller can respond, modify the plan, modify the amount, and submit evidence. Amount - waiting for the other party to respond in a loop; ③ not reached within 5 days
Disputes about the wrong version of the goods, recent concentrated problems
We have sorted out the concentrated scenarios of recent problems that merchants do not agree with the results of disputes, from product release to response operations in dispute resolution. These are high-frequency scenarios that will lead to capital loss. I hope that after understanding the problems in these scenarios, merchants will avoid similar behaviors in their stores and cause capital loss. Note: Unless the following conditions exist
Introduction to the change points before and after the upgrade of the new version of the goods
The new version of the dispute experience upgrade and change points 1. Negotiation period 1.1 When the buyer initiates a dispute and the seller needs to respond, but the seller refuses: [before the upgrade] first provide a new plan and then upload the evidence, there is no "non-refundable" option [after the upgrade] Provide a new plan and upload evidence at the same time, there is a "non-refundable" option 1.2 When buying
How does a buyer cancel a dispute?
If the buyer and the seller reach an agreement, the buyer can log in to the order page and cancel the dispute independently (the seller cannot do it). Click here to view the buyer's operation tutorial Tips: Neither the platform nor the seller can cancel the dispute, only the buyer can operate; the platform returns the refund and the case is closed, and the return process begins, and the buyer cannot cancel it.
How long does it take for a refund to be issued to the buyer?
After the buyer cancels the order or the two parties reach an agreement, the money will be refunded to the buyer on the AliExpress platform, which generally takes 3-20 working days to be returned to the buyer's account. The refund arrival time of different payment methods will be different. Click here to view the buyer introduction page of the refund arrival time of different payment methods. Reminder: If you buy
Why can't the buyer open a dispute about unreceived goods?
At present, in some scenarios, the buyer cannot submit a dispute over unreceived goods before the order expires within the time limit. However, if the merchant confirms with the logistics, it is clear that the buyer cannot receive the package. If you want to refund the buyer as soon as possible, there is currently no merchant customer service who submits a refund application for unreceived goods on behalf of the buyer before the time limit expires.
Can the buyer file a new dispute after canceling the dispute?
As long as the order is still within the buyer's protection period (within 15 days after the buyer confirms the receipt or overtime confirms the receipt), the buyer can still file a dispute after canceling the dispute.
How long will it take to process a disputed order appeal?
After you submit an appeal on the dispute result, the dispute will be processed within 5 working days by the second party, so please be patient. After there is an appeal result, the registered email address of your appeal feedback account will receive a notification of the appeal result.
Where can I find the dispute refund?
After the dispute is over, you can check the dispute result (such as whether to refund or not) and the corresponding funder in the dispute details of the order. If it is funded by the seller, you can see the prompt of "seller funded" in the dispute result
If the buyer modifies the dispute, how is the 5-day timeout response calculated?
If the buyer does not modify the default dispute plan (that is, the plan when the buyer submits a dispute), the response period is 5 days (excluding the Spring Festival and other holidays), that is, the seller's dispute response time will not be recalculated; only when the buyer modifies The 5-day response time will only be recalculated if the default dispute plan is selected. At the same time, the equipment of your order
How many disputes can a buyer open?
If the buyer raises a dispute (the dispute has not been escalated to the platform for processing) and later cancels the dispute, the buyer can submit the dispute again as long as the order is not over.
How long will it take to receive payment if the disputed order appeal is successful?
If the disputed order appeal is established, if the order is compensated by the platform, the platform will make a payment to your AliExpress account on the AE platform. You click on the AliExpress account - there is a view detail in the upper right corner Note: The payment will generally be issued within 7 working days
How do I agree to a buyer's refund request?
If you agree with the refund request plan for the buyer to submit the dispute, you can directly click the "Agree" button on the background order dispute page. At that time, the system will process the payment according to the results negotiated by both parties. Reminder: After you agree to the dispute, the order will calculate the dispute rate. Once there is a dispute rate, please don't worry about it.
How to modify the cause of the dispute?
If your buyer wants to modify the reason for the dispute (including the dispute amount), you can guide him to log in to his order page and enter the order dispute details to operate. Reminder: If the buyer cannot make changes, he can be directed to contact the buyer's customer service for consultation.
How to respond to disputes and submit evidence?
If the dispute is an ordinary dispute or a special dispute in after-sales treasures (such as short clothing, fake goods, etc.) and other disputes that require sellers to intervene, the platform will notify you to provide evidence, please pay attention to provide evidence in time as required. During the dispute negotiation period or arbitration period, the buyer will propose his own plan, you can do the following according to your actual situation
What should I do if the buyer knows the fake and bought the fake offer?
If the product does not have a brand authorization certificate, please do not send such products to the website. On the one hand, such goods will be confiscated directly once they are found by the customs. On the other hand, if the buyer raises a dispute, if the seller cannot provide the authorization certificate The money will also be refunded to the buyer, and there may be an impact on the seller's account.
How to handle disputes?
Please choose to view according to the specific status of the dispute: 1. The dispute is under negotiation between the buyer and the seller. After the platform has not intervened in the dispute, it is recommended that you actively contact the buyer. evidence etc. Note: After the buyer submits the dispute, the seller must
How do disputes rise to arbitration?
At present, some disputes are directly handled by the platform, such as after-sales treasure disputes; for disputes that require you to negotiate with the buyer, you can negotiate with the buyer first; if the negotiation is inconsistent, you can reject the dispute within 5 days after the buyer raises the dispute , the follow-up will generally be up the platform 7 days after the buyer opens the dispute, and the dispute will be
When can a buyer file a dispute?
At present, except for orders from the Russian boutique hall/local warehouse service/orders with a time limit of less than 10 days, buyers of other orders can wait until the end of the transaction after the 11th day of the seller's delivery (the buyer confirms the receipt or the system confirms that the receipt is overtime) Dispute on the order within 15 days.
If the buyer modifies the dispute, how is the 5-day timeout response calculated?
- If the buyer does not modify the default dispute plan (that is, the plan when the buyer submits a dispute), the response period is 5 days (excluding the Spring Festival and other holidays), that is, the seller's dispute response time will not be recalculated;
  only when the buyer modifies The 5-day response time will only be recalculated if the default dispute plan is selected. At the same time, it is recommended that you log in to the dispute details of the order to view the specific response time of your order.
  Example:
  1. Buyer A filed a dispute on an order on October 1st, and the dispute plan was "return and refund". At the same time, on October 4th, the buyer revised the dispute plan to "refund only", then the dispute The time-out response time of the order is recalculated from October 4th, that is, the seller's response time-out time is October 9th.
  2. Buyer B filed a dispute with another order on October 1st. The reason for the dispute was that the size did not match. On October 4th, the buyer changed the reason of the dispute to "inconsistent color", and the response period will not be recalculated. , that is, the deadline for the seller to respond to the timeout is still October 6.
What should I do if the order dispute has reached a return refund but the return address has not been set?
- Dear AliExpress seller:
  Regarding the order dispute, the return and refund have been reached but the Chinese return address has not been set up in time. The adjustment is as follows:
  1. When a new order dispute is reached and a refund is reached, it is recognized that the seller has not set a Chinese return address , and the seller will be given a 72-hour response time. Within 72 hours, the seller needs to set an English Chinese return address in the background so that The buyer can operate the return.
  2. If the timeout is not set, the system will end the dispute in the form of a refund only, and the loss will be borne by the seller.
  The specific operations are as follows:
  1. When the dispute is reached, the system detects that the seller has not set the Chinese return address in time, and will notify you through the in-site letter and email that the Chinese return address has not been set, as shown in the following figure:
  Site letter notification :
  Email notification :
  2. When you receive the notification, search and respond on the [Refund & Dispute] page of the merchant's background according to the order number indicated in the notification. As shown below:
  3. You can also respond on the order dispute details page , as shown below:
  FAQ：
  1. Is there any difference between the buyer's return and the refund and this update for worry-free refunds?
  A: Worry-Free Return Orders The buyer's return and refund process remains unchanged. This optimization is only for orders that require cross-border returns.

An introduction to disputes over the new version of goods and the wrong version

1. Response rules and screenshots
【Negotiation period】
1. Introduction to the overall response rules
Both the buyer and the seller can respond, modify the plan, modify the amount, and submit evidence

Response rules:
①If you agree, it will be implemented according to the current plan;
②If rejected, reject the plan and the amount once - wait for the other party to respond in a loop;
③ If no agreement is reached within 5 days, the arbitration will be raised;

Rules of proof:
Evidence can be submitted countless times, at least one of pictures, videos, and text

Applicable orders:
Common Disputes: All Orders
Disputes over after-sale treasures: ①The negotiation function is enabled; ②The scope of after-sale treasures is not met (buyer’s personal reasons)
Worry-free refund disputes: ①The buyer asks for a refund only; ②The buyer requests a return for a refund but it is not a worry-free refund. Disputes: the brand does not match the description, the shelf life problem, the product is missing, damaged, etc.
(It will first enter the after-sales treasure, 4PL, general dispute negotiation or platform to intervene. If the final plan is to return the goods, it will go back to worry-free refund)

Negotiation rules:
If there is no consensus during the negotiation period, the arbitration will rise: ① After-sale treasure order negotiation period: 3 days; ② Other order negotiation period: 5 days

2. Introduction to operation
2.1 When the buyer proposes a dispute plan and waits for the seller's response:
①If you agree, follow the current plan; ②If you refuse, see below↓
2.2 When the seller clicks [Reject and offer a new plan]:
①Refund only: Enter the refund amount;
②Return refund: The seller must specify a return address. If there is no return address, you must first set one
③No refund: new function

Rules of proof:
Choose at least one of pictures, videos, and text
2.3 Having responded to the dispute and waiting for the buyer to respond:
Entering the response loop, the seller has no operation button, and needs to wait for the seller to respond, and then return to [Waiting for the seller's response] to respond again
2.4 When the seller's response times out:
①No response has been made, and the response time-out will automatically refund to the buyer;
② If the response is over, the process will be automatically raised to the platform for arbitration if the response times out.
The response means "agree" or "reject and give a new plan", only uploading evidence does not count
【Arbitration Period】
1. Overall response rules:
① Before the platform provides a plan, the buyer and the seller can still respond to each other's plan;
②After the platform gives the plan, the buyer and seller can only respond to the platform plan, and can no longer respond to the negotiation period plan;
③ Buyers and sellers can see each other's evidence;

Rules of proof:
One of the pictures and videos must be selected, and the text must be selected

Other logic:
Ordinary / worry-free refund disputes:
① Each time the platform gives a plan, it can only respond once;
②You can reject all the plans of the platform (you need to enter a new plan and refund amount: you can also agree to plan one or plan two of the platform;
After-sale treasure disputes:
Seller not responding

2. Key points of operation
2.1 Before the platform provides a plan, the buyer and the seller can still respond to each other's plan

2.2 After the platform gives a plan, buyers and sellers can only respond to the platform plan, and can no longer respond to the negotiation period plan
2.3 When the final solution of the platform arbitration is [return and refund]:
The seller needs to specify a return address to the buyer within 3 days. If the seller does not set it within 3 days, the system will try to retrieve the latest updated English return address under the main and sub-accounts . If it cannot be obtained, only the refund will be settled.
【Return/Refund Period】
1. Overall introduction
Return Policy:
①Buyer delivery overtime → loan to merchant
② Merchant cannot operate "Abandon Return", and can "Abandon Receipt" only in the state of "Waiting for Seller to Confirm Receipt"
③If it is a worry-free return guarantee order or a Cainiao overseas warehouse free return order, the system will automatically generate a return order number. After the buyer returns the goods and has the logistics collection information, the system will automatically enter the state of [Waiting for the seller to confirm receipt]

Receipt Rules:
①Confirm receipt and agree to refund → refund to buyer
②Rising Arbitration → Platform Intervention
③ Abandon the receipt → refund to the buyer
If the seller fails to initiate arbitration within the time limit for confirming the receipt, the refund will be made to the buyer within the time limit, and the appeal will not supported.

2. Key points of operation
2.1 When waiting for buyer to ship:
①Buyer delivery overtime → loan to merchant
② Merchant cannot operate "Abandon Return", and can "Abandon Receipt" only in the state of "Waiting for Seller to Confirm Receipt"
③If it is a worry-free return guarantee order or a Cainiao overseas warehouse free return order, the system will automatically generate a return order number. After the buyer returns the goods and has the logistics collection information, the system will automatically enter the state of [Waiting for the seller to confirm receipt]
2.2 When waiting for the seller to confirm receipt:
①Confirm receipt and agree to refund = "Refund to buyer
②Rising arbitration = "Platform intervention
③ Abandon the receipt = "Refund to the buyer

If the seller fails to initiate arbitration within the time limit for confirming the receipt, the refund will be made to the buyer within the time limit, and the appeal will not supported.
New and offline function points
1. Add a notification on the internal letter of the dispute status
At the following time points, the platform system will send an in-site letter to the seller.
Notification method : station letter (system message)
Sending time :
- Negotiation - Buyer initiates dispute
- Negotiation - Buyer submits new proposal
- Negotiation - Buyer agrees to plan
- Negotiation - 2 days until seller does not respond to timeout refund
- Negotiate-timeout rise arbitration
- Arbitration - Remind sellers for proof/response plan
- Arbitration - Platform solution reached
- Return Prep - Seller Supplements Return Address
- Return stage - 3 days until seller confirms return timeout
- Dispute ended (arbitration closed)
2. Message function for offline disputes
FAQ
Q: Why is there no "Worry-Free Return Guarantee Plan Order" for the order that has paid the premium/Why does the buyer-initiated return order for worry-free return requires negotiation if there is no direct return?
A: If the cause of the dispute is not within the scope of the worry-free return guarantee, you will be asked to negotiate with the buyer whether to return the product. If the final dispute solution is [Return], in order to protect the consumer's "Free Return" mind, we will still provide The free face sheet allows consumers to send the goods to the insurance company's warehouse.
After the insurance company warehouse receives the goods, it will make claims according to the scope of protection. The following situations are not covered by AE's worry-free refund:
(1) The buyer's request is for a refund only (no return), or only a refund (no return) is judged by the platform;
(2) The buyer is determined to have not received the goods, or the received goods are empty packages, and the goods are missing and missing (limited to the missing and missing parts);
(3) The buyer's receipt of the goods is determined to be fake, infringing, incompatible with the brand, the goods are not of the correct version, received the wrong product, the expiration date has expired (the buyer's return time has expired), second-hand goods, smuggled, and contraband;
(4) The buyer's receipt of the goods is deemed to be damaged, the product function cannot be used normally, or other conditions that do not meet the "consistent and intact, does not affect secondary sales".

Q: Why are some orders in the new version and some orders in the old version?
A: The dispute resolution is currently being upgraded, and the order will be gradually upgraded to a new version, please wait patiently.

Q: Why do I need to submit my address for returned orders?
A: You need to specify a return address to the buyer within 3 days, otherwise the system will refund the buyer.
In order to help the seller avoid losses, if the seller does not specify the return address within 3 days, the system will try to retrieve the newly created one from the seller's return address to the buyer, and will refund the buyer if it cannot be retrieved.

Q: Why can't I operate "Abandon Return" when [Waiting for Buyer to Return]?
A: At present, you need to "wait for the seller to confirm the receipt" before you can "abandon the receipt", please know.

Disputes about the wrong version of the goods, recent concentrated problems

We have sorted out the concentrated scenarios of recent problems that merchants do not agree with the results of disputes, from product release to response operations in dispute resolution. These are high-frequency scenarios that will lead to capital loss. I hope that after understanding the problems in these scenarios, merchants will avoid similar behaviors in their stores and cause capital loss.
Note: The following situations, except that the merchant cannot operate due to system abnormality, are all cases where the appeal business is not accepted. Merchants must handle the dispute carefully to avoid the inability to appeal after the case is closed and refunded, resulting in capital loss.
【Scenarios where the appeal is not accepted】
Dispute status 1: The dispute negotiation period is closed
Scenario ①: After the buyer initiates a dispute, the merchant responds overtime, resulting in the settlement of a dispute refund
Note: The dispute over the order is in the negotiation period, because the merchant did not respond within 5 days, and the dispute was refunded. At present, the dispute has been closed, and the case does not support the appeal. Please pay more attention to disputes submitted by buyers when handling orders on a daily basis and respond in a timely manner. Note: 5 day response time rule, http://seller.aliexpress.com/notices/article-1798.html?tracelog=sellernotice02
Scenario 2: The merchant agrees to the buyer's plan to refund and close the case, and then contact the platform to give feedback on the delay, which leads to the agreement
Note: Since the seller agreed to the buyer's plan to refund the order during the negotiation period, the platform did not intervene. After the dispute is refunded, the appeal will not be supported. Please confirm the amount and the content of the plan before you respond to disputes, especially when agreeing to the buyer's plan.

Dispute status 2: Dispute arbitration stage, no valid evidence is provided, and the dispute is closed
Scenario: Scenarios of short-loading, empty package, missing files, and missing accessories. In the dispute, valid materials are not submitted as required by the Dispute Commissioner. After the dispute is refunded, the evidence is provided and the complaint is made on the platform.
Note: After the order dispute is escalated to arbitration, the platform intervenes in the processing stage. The platform dispute specialist will guide the buyer and the seller to submit evidence. Both parties need to submit valid evidence in the dispute. If the dispute is not submitted, the dispute has been refunded and the case has been settled, and the appeal will not be established. When a dispute is in progress, please follow the arbitration guidance in a timely manner, provide relevant valid evidence, and upload it in the dispute response window in a timely manner.

Dispute status 3: After-sale treasure dispute closed
Scenario: After the after-sale treasure dispute is closed, contact the platform to apply for a dispute rate exemption
Note: The result of the dispute appeal will not cause the dispute rate to be cleaned. Disputes not caused by the buyer are generally counted, except that the buyer and the seller have reached an agreement during the dispute period, or the buyer cancels the dispute, and the dispute is not included. 1. Disputes about after-sales treasure, if you think the buyer is abnormal, you can log in: https://pform.aliexpress.com/webcase#/list?bizCode=vwuqst12&sessionType=aliexpress , select: [I want to report an abnormal buyer] Can initiate a report
After the complaint is established, the relevant indicators will be cleaned. 2. The platform has opened the after-sale treasure negotiation plan. After joining the plan, after the buyer submits the dispute, the merchant can have 3 days to negotiate with the buyer to resolve the dispute, and the dispute will be settled by consensus, which will not be included in the dispute filing rate.
Product introduction: Click here to view the precautions and video interpretation: Click here to watch
Function entrance: Merchant Backstage-Commodities-After-sales and Services, or click here to enter

Dispute status 4: Disputes over wrong-faced slips/package damages due to logistics reasons
Scenario: Disputes over wrong-faced slips / damaged parcels, wrong version of goods, due to logistics reasons, contact the platform to apply for dispute rate exemption
Explanation: The dispute rate of the wrong version of the goods caused by the logistics reasons such as the wrong face sheet. If you need to apply for exemption and use the part shipped by Cainiao Logistics, please go to the seller to file a logistics complaint. After the Cainiao Complaint Logistics is established, AliExpress will synchronize The system automatically disclaims responsibility after receiving Cainiao's data.
1. How to initiate a logistics complaint on Cainiao, click here to view
2. After the logistics complaint is established, the dispute rate data of the wrong version of the goods will be exempted, and there will be a 2-day synchronization time.

Dispute Status 5: Disputes over goods that do not match the description are closed
Scenario: There is an SKU search violation when the product is released, and the buyer submits a wrong version dispute. Example: Commodities belonging to different categories (such as main parts and spare parts, suits and single products, tops and pants) are placed in the same In the SKU of a product, the buyer submits an incorrect version dispute after placing an order.
Note: When the product was released, it involved AliExpress's product release violations, search cheating violations, and after the order was generated, the buyer submitted a refund for the dispute over the wrong version. In this case, if the merchant violates the rules first, the dispute appeal will generally not be supported.
It is recommended that merchants learn about product releases and SKU violation-related information, release compliance information, and avoid them at the source.
Other inappropriate publishing rules, click here to view
SKU search rules, click here to view
【Provide valid evidence and appeal at one time】
Dispute status: the appeal has been unsuccessful
Scenario: The appeal has been appealed through the online customer service and the appeal failed
Note: After the general dispute is settled, the backstage of the refunded order merchant can appeal once. When merchants contact Xiaomi Robot, they can also appeal by providing valid evidence from Xiaomi. Regardless of the complaint submitted by the merchant through Xiaomi or manual customer service, the ombudsman will review the dispute and determine the responsibility. Without valid evidence, repeated appeals will not improve the success rate of appeals. If the merchant provides valid evidence for the result of the dispute, the customer service will assist the merchant to submit another dispute appeal. After 9.1, if the merchant has already appealed on the manual side once, the result of the appeal is invalid, and the manual side does not support submitting an appeal unless there are special circumstances.

Introduction to the change points before and after the upgrade of the new version of the goods

New version of dispute experience upgrade and change points
1. Negotiation period
1.1 When the buyer initiates a dispute and the seller needs to respond, and the seller wants to refuse:
【Before the upgrade】Provide a new plan first and then upload the evidence, there is no "non-refundable" option
[After the upgrade] Provide a new plan and upload evidence at the same time, there is a "non-refundable" option
1.2 When the buyer (seller) submits the dispute plan, and the dispute status changes to waiting for the seller (buyer) to respond:
[Before the upgrade] Buyers (sellers) can modify the plan
[After the upgrade] Buyers (sellers) cannot modify the plan
1.3 When the seller agrees to the buyer's [return and refund] plan, or when the given plan is [return and refund]:
[Before the upgrade] The system recognizes that the merchant has not set a return address and will directly refund the buyer to the buyer.
[After the upgrade] The seller must specify a return address. If there is no return address, you must first set one
1.4 Disputes arising from non-after-sales treasure order negotiation, when the response times out:
【Before the upgrade】The system will automatically refund the buyer
[After the upgrade] The seller has not responded, and if the response times out, the system will automatically refund the buyer; if the seller has responded, but if the response times out, the system will automatically upgrade the process to the platform for arbitration
Response means "agree" or "reject" and give a new plan, only uploading evidence does not count

1.5 When a dispute arises over an after-sales treasure order, and you select [Return and Refund] and [Personal Reasons]:
[Before the upgrade] Without the seller's consent, the system can directly reach the return;
[After the upgrade] Negotiate the sale. If the merchant agrees, enter the return process. If the negotiation is inconsistent, the arbitration will be raised.
Regardless of whether the seller has responded during the negotiation period, and the negotiation is inconsistent, all of them will go up the platform and go through the after-sale treasure process.
2. Arbitration period
2.1 When the platform has provided solutions:
[Before the upgrade] Buyers and sellers can respond to the platform plan, or respond to the buyer's plan
[After the upgrade] Buyers and sellers can only respond to the platform's plan
The buyer or seller's proposal will no longer be displayed during the arbitration stage

2.2 For orders with Cainiao worry-free logistics disputes, when the platform processes:
【Before the upgrade】Seller can click "Full refund to buyer"
[After the upgrade] The seller will no longer be able to do the "full payment to the buyer" operation.

2.3 When the final solution of the platform arbitration is [return and refund]:
[Before the upgrade] The system will directly take the Chinese return address in English, the default one will be taken first, and the other if there is no default; after 3 days, it will try to take it again according to this logic. If it cannot be taken, only the refund will be settled.
[After the upgrade] The seller needs to specify a return address to the buyer within 3 days. If the seller does not set it within 3 days, the system will try to get the latest updated English return address under the main and sub-accounts. If it cannot be obtained, only the refund will be settled.

[After-sale treasure order dispute negotiation] function introduction

【After-sale treasure negotiation function】Online background
Since the after-sales service was launched in 2016, it has also saved a lot of after-sales manpower and compensation costs for merchants while ensuring consumer experience. Disputes about wrong goods can have the opportunity to negotiate with buyers to resolve disputes, better maintain customer relations, and reduce the rate of disputes. Taking into account the buyer's experience, the platform decides to start negotiation projects for all after-sales treasure categories. The negotiation period is 3 days. Orders under the Worry-Free Return Guarantee Plan do not need to go through this negotiation process.
A. After-sale treasure dispute orders that have been negotiated will not be counted in the rate of disputes arising from incorrect shipments. You can actively negotiate with buyers through your professionalism based on the buyer's portrait and background to better solve the buyer's problem. , to reduce the rate of disputes. If the negotiation is reached and a refund is involved, the merchant needs to bear it;
B. If the negotiation is inconsistent, the dispute will automatically go up for arbitration after 3 days, and the platform will still handle it on behalf of the merchant and bear the corresponding refund. At this time, the merchant does not respond to the entrance.
[After-sale treasure negotiation function] Order dispute handling process
[After-sale treasure negotiation function] video explanation
[After-sales treasure negotiation function] entrance: [Products] - [After-sales and service] - [After-sales treasure dispute order negotiation function], or click here to join
[After-sale treasure category] Currently opened industries include: jewelry, watches, clothing, home furnishing, wigs, toys, lamps, beauty and health, mother and child, electronic components, special categories, office stationery, jewelry accessories, automobile and motorcycle Parts of accessories, communications and accessories Phone & Accessories, luggage, wig self-operated categories, travel and vouchers, as well as tools, home improvement (hardware), sports and entertainment, computer and office, consumer electronics and other industries category.
The difference between [after-sales treasure negotiation function] and worry-free return guarantee
The after-sales treasure negotiation plan is a dispute negotiation function for after-sales treasure orders.
The worry-free return guarantee plan (Free Return) is a full-scale online insurance service launched by Alibaba and insurance agencies for AliExpress platform merchants. It aims to solve the problem that cross-border merchants cannot provide local returns due to logistics problems. The local warehouse is the return address, realizing free local return of goods, improving the buyer's purchasing experience and reducing the after-sales cost of the merchant. After the merchant joins the worry-free return guarantee plan, for the order of worry-free return, the buyer returns the goods to the designated warehouse of the local platform within 15 days after receiving the relevant goods. If 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 compensation in the bound domestic Alipay account according to the compensation standard.
7.29 Upgraded version to participate in the entrance, click here to enter . For details, click here to view .

How does a buyer submit a dispute?

If your buyer wants to submit an order dispute, you can guide him to his order page to find the corresponding order and click the Submit Dispute button.

What if the buyer's returned item is detained?

If the buyer's return is agreed in advance, customs clearance is the seller's responsibility. Of course, if there are special circumstances, please save the evidence during the processing and submit it to the Dispute Commissioner, and the Platform Dispute Commissioner will handle it as appropriate.

Suggestions and reminders for merchants to deal with after-sales disputes

Do you usually encounter many difficult situations when dealing with disputes in the store? After sorting out the problems in the after-sales processing of the merchants, and summarizing a wave of dry goods, you can spend 5 minutes browsing it, I believe it will be of great help to your after-sales processing in the future. Scenario 1: What I send to the buyer is Goods A, the buyer receives the goods and sees

Suggestions and reminders for merchants to deal with after-sales disputes

Do you usually encounter many difficult situations when dealing with disputes in the store?
After sorting out the problems in the after-sales processing of the merchants, and summarizing a wave of dry goods, you can spend 5 minutes browsing it, I believe it will be of great help to your after-sales processing in the future.
Scenario 1: What I send to the buyer is the goods A. The buyer receives the goods and sees that it is B. The buyer has filed a dispute, and the logistics is the online logistics of Cainiao. Should I be responsible for such disputes?
Analysis : In this case, it is generally because the logistics has posted the wrong face sheet , that is to say, you send it to the Cainiao warehouse, and the warehouse has posted another face sheet on your package, but the posted face sheet and the bottom sheet are different. match
In this case, the buyer initiates a dispute, and the seller should remember to guide the buyer to tear the top sheet and compare it with the bottom sheet, and take a photo to keep it to prove that the two bottom sheets are inconsistent. Submit this evidence, and it is easy to determine the responsibility when the dispute is judged.
Tear off the top sheet to reveal the proof picture of the bottom sheet
Scenario 2: The buyer receives the goods, finds that the goods are damaged, and submits a dispute. The logistics is the online logistics of Cainiao. How to determine the responsibility for the damage is the logistics reason or the merchant's reason?
Analysis : In this case, it is difficult to determine whether the dispute is caused by the damage caused by the logistics or the quality of the goods itself, or the delivery packaging of the merchant is not standard, so the proof is very important. The seller should guide the buyer to include the pictures of the outer packaging of the goods. Provided , through the pictures of the outer packaging can help determine whether it is the damage caused by logistics
Scenario 3: The buyer initiates a dispute over a return and refund, the buyer initiates a return, but the seller has not received the return for a long time. What should I do?
Analysis : After the buyer initiates the return, the system displays the countdown of the merchant's confirmation of receipt in the dispute details of the order. During the countdown, the merchant can upgrade the arbitration if the return is not received . When the arbitration is upgraded, the reason for the dispute is gray by default, and selection is not supported. The merchant only needs to fill in The reason for the rise in arbitration is sufficient.
The seller has received the goods after the arbitration has been raised, and the merchant can choose to cancel the arbitration. If an error is reported in the cancellation of the arbitration, there is no need to worry. The merchant does not take the initiative to cancel the arbitration. , if it is properly voted, it will be refunded to the buyer normally.
Scenario 4: What should merchants do when they encounter disputes?
Analysis: This problem is very broad, each order has its own characteristics, and specific problems have to be analyzed in detail. However, some methods are universal. The first time a dispute occurs, it must be negotiated with the buyer. The platform will also give buyers and sellers a 5-day negotiation period. Only those who cannot negotiate will enter the arbitration process.
What can be done during the consultation period?
1. Verify the problems encountered by the buyer, and ask the buyer to provide pictures as much as possible, such as pictures of the outer packaging, physical pictures, etc., to restore the problems encountered by the buyers clearly
2. Provide solutions to buyers, refund or return products; if some minor problems do not affect the use of goods, you can also try to send shop coupons to buyers, which can retain buyers and increase shop sales
3. Merchants have always been concerned about their dispute filing rate. As long as a buyer initiates a dispute, it will be recorded in the dispute rate. It has nothing to do with the dispute judgment process and result. Therefore, the merchant can solve the buyer's problem during the negotiation period and let the buyer If the company cancels the dispute, the dispute rate will not be counted, and it is also a reflection of the merchant's after-sales solution ability.
Scenario 5: Italian overseas buyer disputes judgment, return and refund Why prompt the merchant to fill in the logistics order number?
If you have applied for the account of an Italian overseas seller, when the dispute is judged to be responsible for the return and refund, your merchant needs to provide the logistics number of the return, and the buyer will send the returned goods according to the logistics number you provide.

What if the buyer wants to return the goods after confirming receipt?

The buyer can file a dispute within 15 days after confirming the receipt of the goods. If the buyer requests a return at this time, it is recommended that you first negotiate with the buyer friendly, whether it is caused by the buyer's dissatisfaction with the goods. If the buyer must return the product, the buyer can file a dispute during the protection period, I hope you know.

What are the disputes about the wrong version of the goods?

Incorrect goods disputes refer to disputes initiated by buyers who choose "received goods" - "inconsistent description", "inconsistent quality", etc., and are calculated according to the last dispute reason in this assessment cycle. Reasons for Disputes".
The following belong to the wrong version of the goods:
1. The description does not match: there are differences in color, size, product packaging, brand, style/model, etc.;
2. Quality problems: the goods have problems in quality, function, and use;
3. The goods are damaged : The goods received by the buyer have different levels of outer packaging, or the product itself is damaged.
4. Short shipment of goods: The quantity of goods received by the buyer is less than the quantity agreed on the order

Operating Instructions for Merchant's Self-Refunding Function

Background : In cross-border operations, some orders have passed the dispute protection period (that is, consumers cannot open disputes), but due to unreceived goods, quality problems, etc., merchants need to refund consumers through platform customer service. Therefore, the platform has added a merchant's independent refund function to facilitate the operation of the merchant.

Note: The function will be launched on 11.30. Merchants are requested to submit it in the background after the function is released, and do not submit it repeatedly on the server side to avoid capital loss.
1. Must see before use

1. The self-refund function is only used for orders that cannot initiate disputes online, that is, orders that have been confirmed to have received more than 15 days (except Russia for 30 days and Brazil for 7 days);

2. In order to ensure the security of the account, only the main account can be operated, and the maximum amount that can be operated in a single day is: 300 US dollars;

3. Please ensure that the balance of the international Alipay account is sufficient before refunding;

4. Due to the limitation of payment channels, if the order payment is successful for more than 180 days, the refund cannot be successful, so it is impossible to make a self-refund for such orders;

5. COD orders and virtual product orders do not support self-operated refunds;

6. The refund amount will be calculated proportionally to the merchant's refund and commission refund. If the order includes tax, the tax refund will be calculated proportionally at the same time;

7. After confirming the refund, it will be returned to the buyer's account in 3-15 working days. Please remind the buyer to pay attention to checking.
2. Operation tutorial
1. Click Transaction - Order Status, and click "View Details":
2. Enter the order details page and click "Refund to Buyer":
3. Enter the refund page and enter the refund amount:
4. Confirm the refund amount and click "Confirm Refund":
5. After the submission is successful, check the refund record:
3. FAQ
Q: How do I handle refunds for orders over $300?
A: You can find Xiao He online to assist in processing.

The seller is willing to bear the return shipping cost, how to return it to the buyer?

Negotiate with buyers .
Sellers who are willing to bear the return shipping cost, if they have requirements on the logistics method or other content of the buyer's return, please reach an agreement with the buyer in advance during the dispute negotiation stage. Please also reach an agreement with the buyer on the method of returning the shipping fee.
If the seller does not fulfill its service commitment and is complained by the buyer, the platform will deal with it according to the actual situation.

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SELLER HELP CENTER VS BUYER HELPCENTER

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1. Status that you can open dispute

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3. Method to open dispute

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