Seriously disrupting the market order - introduction to penalties for long-term poor quality of goods

 Seriously disrupting the market order - introduction to penalties for long-term poor quality of goods

• 1. Background of Punishment

  Merchant's products are involved in the wrong goods, causing consumers to initiate SNAD disputes. The rate of disputes is rising, the problem is serious, and the buyer has serious complaints. The platform needs to strengthen the management and control of the SAND dispute rate.
  Announcement content (login required): https://gsp.aliexpress.com/apps/notice/detail?spm=5261.message_list.Table.1.36163e5floT76a¬iceId=10259&language=zh_CN&gmtCreate=1582538152000&categoryId=9999&subCategoryId=9999

  2. Punishment

  Trading violations—severely disrupting the market order—long-term product quality is poor ( return the product, and points will be deducted in serious cases ).
  Example of a penalty copy for transparent transmission: The
  platform data shows that your product is due to [product id: xxxxxx] [product title] xxxxxxx}] in the past 30 days, the SNAD dispute rate was significantly higher than the average leaf category . SNAD (Significantly Not As Described) is a transaction violation subject to the rules of the AliExpress platform. Long-term poor product quality will seriously affect the platform's consumer experience. The platform hereby warmly reminds you to strictly control the quality of products and reduce incorrect products. Disputes and unsatisfactory evaluations, and provide consumers with high-quality products.
  The platform will delete the products that violate the rules according to the punishment rules for serious product misregistration. The platform will delete the products that cannot be put on the shelves. Please optimize the quality of the products as soon as possible to prevent them from being punished again.
  AliExpress "seriously wrong version" rules: https://sell.aliexpress.com/zh/__pc/H49TgJjU7h.htm?spm=5261.8113681.0.0.277870fauC32xy rules for
  serious disruption of platform order: https://sell.aliexpress .com/zh/__pc/tKHgg25szb.htm?spm=5261.8113681.0.0.5b9c70fapZ6gYA

  3. Detailed explanation of punishment

  Reason for being punished: The SAND dispute rate is high, and the standard of penalty is based on the average dispute rate of different product leaf categories, so there is no fixed value, and the average dispute rate of the industry in different time periods is also fluctuating, so it is impossible to tell more. If the product is too high, it will be punished. Please check the quality of the supply to reduce SAND disputes. If the SAND dispute rate of the product is too high, it is recommended to delete the product (cannot be removed from the shelf).

  4. How can merchants optimize and improve to avoid being punished

  Merchants need to check the quality of the supply. If there is a product with a high SAND dispute rate, the product can be deleted. At present, it can be viewed through the background "My AliExpress - Store - Store Performance - Seller Service Points and Product Service Points" and "My AliExpress - View Today's Report - Product Capability". At this stage, sellers cannot see this The indicator corresponds to peer rankings, etc., so you can focus on the trend of this indicator. If there is a continuous rise, you need to start focusing on analysis and operation. If there is no abnormal trend, we can start with the distribution of the causes of disputes among commodities, and give priority to the analysis of the causes of TOP disputes and the key solutions.
  

  

  

  5. Frequently Asked Questions

  1. Why was my product deleted/points deducted because of "serious long-term poor product quality"?
  Answer: The reason for being punished is that the quality of the products has been seriously poor for a long time. The platform detection is based on the SAND dispute rate and praise rate of the product (currently, it depends on the SAND dispute rate of the store + the SAND dispute rate of a single product). The dispute rate and the single product dispute rate that were punished were very high, which had a negative impact on the business environment of the AliExpress platform, so it was punished.

  2. My background data is very good, why am I being punished?
  Answer: Dear, the system is to detect the data of the recent period. Our notification letter will indicate the scope of the investigation time, which is usually nearly 30 days, indicating the overall dispute rate of your store and the single dispute of the punished product in the past 30 days. rate is poor.

  3. Will I be punished for not operating? I haven't ordered in a while.
  A: This penalty system detects the data in the recent period of time. Our notification letter will indicate that the scope of the inspection time is the order data within the past 30 days, indicating that the SAND dispute filing rate in the past 30 days is high.

  4. According to what rules did you punish me?
  A: It is based on AliExpress's "seriously disrupting platform order" rules and "seriously misplaced goods" rules.
  Seriously disrupting the platform order rules: https://sell.aliexpress.com/zh/__pc/tKHgg25szb.htm?spm=5261.8113681.0.0.5b9c70fapZ6gYA Seriously disrupting the platform
  rules: https://sell.aliexpress.com/zh/__pc /H49TgJjU7h.htm?spm=5261.8113681.0.0.5b9c70fapZ6gYA

  5. Your rules are too vague. Just tell me why I was punished and how I should improve.
  A: Dear, you need to check the quality of the supply, if there is a product with a high SAND dispute rate, you can delete the product. At present, it can be viewed through the background "My AliExpress - Store - Store Performance - Seller Service Points and Product Service Points" and "My AliExpress - View Today's Report - Product Capability". At this stage, sellers cannot see this The indicator corresponds to peer rankings, etc., so you can focus on the trend of this indicator. If there is a continuous rise, you need to start focusing on analysis and operation. If there is no abnormal trend, we can start with the distribution of the causes of disputes among commodities, and give priority to the analysis of the causes of TOP disputes and the key solutions.

  6. How does this punishment affect me?
  A: The returned product cannot be edited. If the situation is serious, points will be deducted. For you, it means that the product is returned by the platform and cannot be sold further, and points may be deducted. If the deduction for illegal transactions reaches 12 points, the store will be frozen. 7 days, please pay attention and pay attention to the filing rate of SNAD disputes.

  7. What period of data is the penalty detection data?
  A: Data within the last 30 days.

  8. How should I appeal?
  A: Sorry, this is a punishment based on clear data and does not support appeals.

  9. How do I judge the existing quality indicators, such as whether the dispute rate of the wrong version needs to be rectified?
  A: Regarding the indicators such as the dispute rate of the wrong version of the goods, you can currently view it through the backstage "Store - Store Performance - Seller Service Points and Product Service Points". At this stage, sellers cannot see the corresponding peer rankings of this indicator, so they can focus on it. The trend of this indicator, such as a continuous rise, needs to start to focus on analyzing operations. If there is no abnormal trend, we can start with the distribution of the causes of disputes among commodities, and give priority to the analysis of the causes of TOP disputes and the key solutions.

  10. Regarding the indicator of the dispute rate of the wrong version of the goods, what standard needs to be rectified?
  A: At this stage, we can focus on the trend of indicators and top disputes. If the trend of indicators continues to increase, we need to focus on analyzing operations and finding corresponding solutions, so that the data indicators show a downward trend. If there is no significant increase in the trend of the indicators, it is necessary to focus on the management of the top disputes. For example, the size disputes of a certain store account for 30%, which is the cause of the top 1 disputes, and it needs to be paid attention to and managed. After the follow-up related products are launched, the standards of the corresponding indicators will be placed in the relevant sections of the business staff.

  11. What is the reward and punishment standard corresponding to one of the indicators of the dispute rate of incorrect goods?
  A: Because of the high dispute rate indicators for the wrong version of the goods, the reasons for the problems of different products and different stores are inconsistent, and the platform will formulate corresponding reward and punishment measures according to the specific problems. If this indicator is very good in the industry, sellers or products will receive corresponding traffic support, etc., and platforms that do not do well will deal with specific problems accordingly. If there is no improvement, the platform will control the flow of the corresponding problem products. If the problem is serious, it will affect the operation of the entire store, such as category approval.

  12. If my product with a high dispute rate has been cleaned up and deleted in advance, will I still be punished?
  A: At present, the punishment is based on the product dimension. If your store has no products with a particularly high dispute filing rate, it will not be punished.

  13. How many order disputes will be punished?
  Answer: This is not fixed. The platform looks at products with a high dispute rate of incorrect goods. The dispute rate of the product is the average dispute rate of the corresponding leaf category (the end) of the product. If it is much higher You may be penalized. The dispute rate of different product categories is also different, and the penalty standards will also be different. If you find that there have been many disputes over the wrong product of a certain product, it means that there is a problem with the product. It is recommended to follow up and update the product in time, check the source of supply, or delete the product and no longer sell products with poor quality.

How to handle PayPal order disputes and chargebacks?

• In order to better deal with disputes or chargebacks initiated by buyers on the PayPal side, the specific processing procedures and proof requirements are now synchronized:

  1. PayPal dispute / chargeback processing process:

  1. In-site letter notification of disputes/rejection of payment When the
  buyer pays with PayPal and initiates a dispute or refuses to pay on the PayPal side, the platform will notify you through the background in-station message, and the order in question will be frozen at the same time. Please pay attention to the chargeback message under [Platform Notification] - [Rejection Notice] in the station letter in time .
  2. Merchant proof response
  In order to reduce the buyer's unilateral proof to obtain a refund, all disputes or chargeback orders require you to provide proof response within 6 days after receiving the notification ; the reason for the chargeback and the proof entrance can be found in the website letter, Please submit the evidence according to the instructions.
  3. In-site letter notifying the result of disputes/rejection
  PayPal will review the evidence based on the information and confirm the result about 30 days after the chargeback is initiated, and the platform will notify the processing result through an in-site letter.

  2. PayPal dispute/rejection type and proof requirements:

  Reason for chargeback	Reason Analysis	Evidence requirements
  1. Not Received 2. Unauthorized Transaction	The problem of not receiving the goods The payment is not authorized by the buyer, but there is a problem with the deduction	Physical category: Required: Logistics order number + logistics information tracking screenshot Required: Logistics bill (including order number, logistics address, delivery time Optional: Proof of delivery (including order number, address, signature information, date, etc.) For those with a long logistics time period, provide the certificate of the estimated delivery time (relevant screenshots of time-limited delivery can be provided); non-physical categories: service delivery records (including service content, delivery time, user information, etc.) transaction vouchers/order details (transaction details ) ID, user name, etc.)
  3. The wrong version	Product quality problems after receiving the goods	The goods are not on the board: required: the key information of the product in the transaction snapshot, such as the picture of the goods (photo before delivery) , product specifications, etc. Optional: the communication record between the buyer and the seller (the chat record that the buyer and the seller agree on the quantity/quality of the product) can be Select: order evaluation (this buyer's evaluation of this product, other buyers' evaluations of the product in history are for reference only)
  4. No refund received	Refund not received	(1) If the buyer has not contacted the seller, provide proof of no contact (such as communication records) + delivery certificate (2) If the buyer has contacted the seller and the seller does not agree to refund, provide a refund policy and explain why Disagree + delivery certificate (3) If the buyer has contacted the seller and the seller agrees to refund, but because the buyer did not return the item and did not refund the item, provide a communication record or proof that the item was not returned (4) If the refund has been made, provide a refund certificate (including transaction ID, transaction date, refund date, etc.)

  For more Q&A, please see below:

  Q: Why is my order frozen?

  A: Most of the frozen orders are because the order has received a chargeback application. You can check whether there is any chargeback message in the station letter and provide evidence for the chargeback order. After the chargeback result is confirmed, the order will be unfrozen.

  Q: How to check the processing progress?

  A: PayPal will confirm the result about 30 days after the chargeback is initiated, please wait patiently after submitting the information.

  Q: I am dissatisfied with the result of the PayPal dispute, can I appeal?

  A: Since PayPal disputes are ultimately judged by the PayPal party, it is recommended that you pay attention to the notice on the website in time, and provide detailed information as much as possible when presenting evidence, so as to improve the probability of winning the case. If you encounter an unreasonable judgment, you can contact AliExpress Xiaohe for assistance.