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rulesexpired

【Expired on 2021-12-16】Rules on Payment Collections for Alibaba.com Online Transaction Orders

Alibaba.com Dispute Rules for Direct Pay Order Transaction

Rules on Payment Collections for Alibaba.com Online Transaction Orders

Enforcement Actions for Displaying Prohibited and Controlled Items

[[Expired on 2021-11-17]Details of Further Strengthening Control over the sale of Personal Protective Equipment on Alibaba.com](https://rule.alibaba.com/rule/detail/11002366.htm)

Enforcement Actions for Displaying Prohibited and Controlled Items

Enforcement Actions for Intellectual Property Rights Infringements Claims on Alibaba.com

Consultation on the proposed new“Rules for Buyers' Review on Alibaba.com” Dear Alibaba.com members,In order to effectively maintain the order of review process and standardiz............

Alibaba.com Supplemental Services Agreement

(Updated as ofApril30th,2021)PLEASE READ THIS AGREEMENT CAREFULLYThis services agreement (the &ldquo............

Alibaba.com Inspection Transactions Dispute Rules Thank you for using Alibaba.com’s Inspection Platform and Transaction Services. These Inspecti............

Transaction Services Agreement Part A: New version -updated on 30 May 2021 (applicable from 15 June 2021)PLEASE READ THESE TERMS AN............

Enforcement Actions for Displaying Prohibited and Controlled Items Version No.:20210428 Date of Issuance: 20210428I. Index of Prohibite............

Enforcement Actions for Intellectual Property Rights Infringements Claims on Alibaba.com Updated on November 1, 2017 Effective Date: November 1, 2017 Overdue Date：July，15，2019A. ............

Free Membership Agreement Part A: New version - updated on April30th, 2021and effective as of January16th, 2021PLEASE READ THE............

Terms of Use Part A: New version -effective as ofApril 30, 2021PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY!W............

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Notice of Amendments of Intellectual Property Rights Protection Policy （January 19, 2015） In order to maintain the p............

Agreement on Use of Complaint Center ( Published: 10 Nov 2010 )PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY!Alibabaprovides this serv............

Alibaba.com Terms and Rules Highlights on Member Conduct Dear Alibaba.com Member,Thank you for choosing Alibaba.com and becoming a Gold Supplier member (&ldq............

Alibaba.com Sourcing Transactions Dispute Rules Updated as of Sep 17, 2015These Alibaba.com Sourcing Transactions Dispute Rules (“Dispute Rule............

Transaction Services Agreement Part A: New version -updated on 30 May 2021 (applicable from 15 June 2021)PLEASE READ THESE TERMS AN............

Terms and Conditions Governing Request for Quotation (Last Updated: 15 January 2020)By using the Request for Quotation (“RFQ”)service, you ag............

Product Listing Policy Version No.:20210630 Date of Issuance: 20210630INDEXPART 1 GENERAL ............

Enforcement Actions for Displaying Prohibited and Controlled Items Version No.:20210428 Date of Issuance: 20210428I. Index of Prohibite............

Free Membership Agreement Part A: New version - updated on April30th, 2021and effective as of January16th, 2021PLEASE READ THE............

Terms of Use Part A: New version -effective as ofApril 30, 2021PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY!W............

Notice of Revised Rules for Enforcement Action against Non-compliance on Alibaba.com Dear Alibaba.com members,In order to maintain a fair market environment for sellers and enhance the ............

TERMS AND CONDITIONS OF USE OF INDEPENDENT THIRD PARTY INSPECTION SERVICES Version date: 11 May 2020These Terms and Conditions of Use of Third Party Inspection Services (these............

Rules on Resolving Image Piracy Complaints Version No.: August 7, 2017 Effective as of: November 1, 2017Aliba............

Enforcement Actions for Publishing Invalid Product Information (“Rules”)Version No.: July27, 2017 Effective Date: Aug 3, 2020Alibaba.com is committed t............

Updated Rules for Preventing Duplicate Product Postings Alibaba.com is been committed to building a commercial platform characterized fairness, openness and............

Self-Balancing Electric Scooters Regulation Announcement(New) October 29, 2016Due to safety concerns, self-balancing electric scooters, commonly known as“ho............

Self-Balancing Electric Scooters Regulation Announcement February14，2016Dear Alibaba.com members,Due to safety concerns, self-balancing electric scooters, co............

Notice of Amendments of Enforcement Action against Non-compliance on Alibaba.com December 29，2015In order to maintain the public commercial order over the platform, to continuously ............

Rules for Enforcement Action against Non-compliance on Alibaba.com I. Principles and Standards of Imposing Enforcement Action against Users’ Non-compliance on Al............

Inspection Transactions General Rules Updated on Sep 17,2015These Inspection Transactions General Rules (“Rules”) apply to ins............

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Notice on the Update of Alibaba.com Live Streaming Platform Rules Dear Alibaba.com members,In order to strengthen the management of livestream thumbnail quality of Al............

Notice on the Update of Alibaba.com Live Streaming Platform Rules Dear Alibaba.com members,In view of the local laws and regulations of countries/regions and the requ............

Notice on the Update of Alibaba.com Live Streaming Platform Rules Dear Alibaba.com members,In order to strengthen the management of livestream thumbnail quality of Al............

Announcement-Alibaba.com categories update In order to improve the accuracy of product listings and enhance buyer experience, Alibaba.com will ............

Enhanced Announcement on the Ban of Currency Related Products Dear Alibaba.com members,This is an enhanced announcement that Alibaba.com strictly prohibits the sa............

Notice on the Update of Alibaba.com Live Streaming Platform Rules Dear Alibaba.com members,In order to strengthen the management of livestream thumbnail quality of Al............

FAQ on Details of Further Strengthening Control over the sale of Personal Protective Equipment(PPE)and Infection Prevention Products on Alibaba.com Update Date: 2021.11.17Please refer to 《Announcement on Changes to Rules for Sale of Personal Protec............

Announcement on Changes to Rules for Sale of Personal Protective Equipment(PPE)and Infection Prevention Products on Alibaba.com Dear Sellers of Alibaba.com,As local rules and regulations in countries around the world continue to............

Details of Further Strengthening Control over the sale of Personal Protective Equipment(PPE)and Infection Prevention Products on Alibaba.com Update Date: 2021.11.17 Effective Date: 2021.11.241. Seller MechanismAn invited seller mechanism for............

Announcement-Alibaba.com categories update In order to improve the accuracy of product listings and enhance buyer experience, Alibaba.com will ............

[[RTS Market]Update Announcement on Tightened Control Over Misconduct Behavior of RTS Market Sellers ](https://rule.alibaba.com/rule/detail/11004787.htm) With the continuous development of the Ready To Ship (RTS) marketplace on Alibaba.com, buyers (herei............

Notice on the Update of Alibaba.com Live Streaming Platform Rules Dear Alibaba.com members,In order to strengthen the management of livestream quality of Alibaba.com,............

Announcement-Alibaba.com categories update Inordertoimprovetheaccuracyofproductlistingsandenhancebuyerexperience,Alibaba.comwillbeupdatingcateg............

Notice on the Update of Alibaba.com Live Streaming Platform Rules Dear Alibaba.com members,In order to strengthen the management of livestream quality of Alibaba.com,............

Notice on the Update of Alibaba.com Live Streaming Platform Rules Dear Alibaba.com members,In order to strengthen the management of live broadcast quality of Alibaba.............

Reminder for Products Originated from Hong Kong Exporting To the US On 11 August 2020, the Notice on Country of Origin Marking of Products of Hong Kong (the “No............

Alibaba.com Seller Star Rating Rules (for Sellers Based in Mainland China,Hong Kong and Taiwan)(“Rules”) Version No.: September 1, 2020 Effective Date: September 7, 2020Article 1 – PurposeThese Rules............

Announcement on Amendments to the Alibaba.com Seller Star Rating Rules (for Suppliers Based in Mainland China,Hong Kong and Taiwan) Announcement on Amendments to the Alibaba.com Seller Star Rating Rules(for Suppliers Based in Mainla............

Alibaba.com Post Category Update In order to optimize the post category feature and enhance buyer’s experience, Alibaba.com pla............

Rules for Global Gold Supplier Star Rating on Alibaba.com Version No. :20211012 Effective Date: October12, 2021Article 1 PurposeThese Rules are formulated............

Announcement-Alibaba.com product movement Dear members of Alibaba.com,Due to Alibaba.com post category update, the product will be automatical............

U.S.Trade Assurance Services Rules Version Date: 25 July 2019 Important Notice: Please review these Rules carefully, particularly t............

视频产品使用须知(Notice regarding Use of Video Products) 一旦您选择使用该视频产品上传视频，即被视为已阅读、了解并接受本须知所有条款，并愿意受本须知及其更新版本制约。阿里巴巴有权根据视频产品的实际运营情况单方对条款进行修改及更新。Your uploading............

Repeated Listing Guideline and Miscategorization Guideline 1.Repeated Listing1.1Definition of “Repeated Listing”"Repeated Listing" refers............

Psychotropic Drugs and Narcotics Reference Alibaba.com prohibits the listings of any psychotropic drugs, narcotics, synthetic drugs and related............

Restatement on Enhancing the Regulation on Electronic Cigarette Products Dear Alibaba.com Members,With evolving laws and regulations around the world, Alibaba.com has recent............

Announcement on Amendments to the Rules for Global Gold Supplier Star Rating on Alibaba.com Dear Alibaba.com Global Gold Supplier,Rules for Global Gold Supplier Star Rating on Alibaba.com had ............

Alibaba.com Dispute Rules for Direct Pay Order Transaction Version number:20200116 Release date: January 16, 2020Overdue Date：Sep. 1st , 2021Article 1 P............

Alibaba.com Regulations for Mobile Phones (Including Used Phones) I. Purpose and BasisTo better regulate the mobile phone market on Alibaba.com, maintain good market ............

Notes on Compliance with California Proposition 65 by Alibaba.com members Members of Alibaba.com are responsible for complying with all applicable laws and regulations when c............

Announcement on Amendments to the Alibaba.com Terms of Use Dear Alibaba.com members,The Alibaba.com Terms of Use on the Alibaba.com website (URL: www.alibaba.c............

Rules for Handling Dishonesty Concerning Alibaba Merchant Loan Date of Release: August 20, 2020 Effective Date: August 27, 2020Chapter I OverviewArticle 1 Merch............

OneTouch Customs Violation Management Standard Date of Release: August 13, 2020 Effective Date: August 20, 2020I. PurposeWith a view to protecting ............

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Notice of publishing“Alibaba.com Product Recall Rules" Dear members of Alibaba.com,To safeguard user's rights and interests and create a product safe m............

Notice on Impact of Chinese New Year on"Quick Refund During the Lunar New Year (CNY) period, January 30~February 10, 2022 (both days inclusive), please n............

FAQs on Reaffirmation of the Requirements to Comply with Compliance Requirements of Destination Countries against the Sale of Medical Devices What kind of products are required to meet the compliance requirements of the destination countries............

Notice on New Listing Requirements for Child/Infant Safety Seat Products Dear Alibaba.com members,To ensure the personal safety of children and infants, and be consistent wi............

Announcement on the Change of Time Limit for Filing Counter Notification in Intellectual Property Right Infringement Effective from January 20, 2022Dear Alibaba.com members,In order to effectively control the risk of ............

Notice on the Update of Alibaba.com Live Streaming Platform Rules Dear Alibaba.com members,In order to strengthen the management of livestream thumbnail quality of Al............

Notice on Policies regarding Impotence Treatment and Sexual Enhancement Products Dear Sellers of Alibaba.com,In light of the regulatory requirements and the high-risk nature of impo............

Announcement-Alibaba.com categories update In order to improve the accuracy of product listings and enhance buyer experience, Alibaba.com will ............

Restatement on Enhancing the Regulation on Electronic Cigarette Products Dear Alibaba.com Members,With evolving laws and regulations around the world, Alibaba.com has recent............

Announcement on Amendments to the Rules on Payment Collection for Online Transactions on Alibaba.com (“Rules”) Dear Alibaba.com members,To ensure payment collections for online transactions on Alibaba.com are sa............

Alibaba.com Live Streaming Platform Administrative Rules Article 1 - Scope of ApplicationThese Rules shall be applicable to all users who use and publish con............

Rules on the Exchange of Interactive Information on Alibaba.com Part A.Overview:Article 1 - Purpose and BasisIn order to safeguard the rights and interests of the U............

Enforcement Actions for Displaying Prohibited and Controlled Items Version No.:20191224 Date of Issuance: 20200101In order to maintain ............

Alibaba.com Product Category Management Specification Version No.:20200211 Effective Date: February 11, 2020Article 1 [Purpose]This Spe............

Notice on the Change of Rules on the Improper Use of Alibaba.com Foreign Exchange Account Dear Alibaba.com members,To further improve the online trading environment of Alibaba.com and enhanc............

Alibaba.com Dispute Rules for Direct Pay Order Transaction Version number:20210902 Release date: Sept 2, 2021Article 1 PurposeIn order to mediate the dispu............

Rules for Global Gold Supplier Star Rating on Alibaba.com Version No. :20211012 Effective Date: October12, 2021Article 1 PurposeThese Rules are formulated............

Enforcement Actions for Displaying Prohibited and Controlled Items Version No.:20170512 Date of Issuance: 20170518In order to maintain an............

Alibaba.com International Platform's General Provisions Version Number: 20190903 Date Issued: 2019.09.03Chapter I OverviewArt............

Rules for Buyers' Review on Alibaba.com Version No.: 2019.08.14 Effective date:2019.08.21Article 1 [Purpose] This ............

Contrat de Services Complémentaires Alibaba.com (Mis à jour le30 avril 2021)VEUILLEZ LIRE ATTENTIVEMENT CE CONTRATCe contrat de services (ci-............

TERMS AND CONDITIONS OF USE OF INDEPENDENT THIRD PARTY INSPECTION SERVICES Version date: 11 May 2020These Terms and Conditions of Use of Third Party Inspection Services (these............

Notice on the Update of Alibaba.com Live Streaming Platform Rules Dear Alibaba.com members,In order to strengthen the management of livestream thumbnail quality of Al............

Guide for Appealing Against Patent Infringement Complaints Introduction: If you receive a patent infringement complaint and you believe that your product does ............

Guidelines for Appealing Against IPR Infringement Complaints If you receiveda IPR infringement complaint,you can file an appeal in different ways including but n............

Guidelines for Appealing Against Copyright Infringement Complaints This article divides into five partsand will provide guidance to businesson how tofile anappeal forc............

Announcement-Alibaba.com categories update In order to improve the accuracy of product listings and enhance buyer experience, Alibaba.com will ............

Notice on the Update of Alibaba.com Live Streaming Platform Rules Dear Alibaba.com members,In order to strengthen the management of livestream quality of Alibaba.com,............

[[Interpretation on Enforcement Actions for Displaying Prohibited and Controlled Items]Detailed Control Rules for Prohibitions Against Selling Virtual Currency Miners on Alibaba.com ](https://rule.alibaba.com/rule/detail/11004647.htm) Pursuant to the Circular of the People's Bank of China, Ministry of Industry and Information Tec............

Announcement-Alibaba.com categories update Inordertoimprovetheaccuracyofproductlistingsandenhancebuyerexperience,Alibaba.comwillbeupdatingcateg............

Alibaba.com Regulations for Mobile Phones (Including Used Phones) I. Purpose and BasisTo better regulate the mobile phone market on Alibaba.com, maintain good market ............

[[Interpretation of Rules for Displaying Prohibited and Controlled Items]Detailed Regulations on Prohibiting the Sale of Live Animals,Plants and Seeds at Alibaba.com ](https://rule.alibaba.com/rule/detail/11004393.htm) To comply with relevant laws and regulations at home and abroad and promote the sustainable and heal............

Compliance Reminder of Teeth Whitening Products Teeth whitening products have certainly gained popularity over the past few years. It should be used............

Announcement on Strengthening Control over Pharmaceutical Related Products In light of the regulatory requirements and the high risk nature of pharmaceutical products, Alibaba............

Elaboration on the Announcement of Strengthening Control over Pharmaceutical Products To assist members in complying with the applicable international and PRC laws and regulations and to............

Patent Infringement Appeal Instruction IF you encounter a patent infringement complaint, and you believe that your product does not make an............

Notice on Impact of Chinese New Year on"Quick Refund During the Lunar New Year (CNY) period, February 10~21, 2021 (both days inclusive), please note that............

Announcement on Strengthening Controls over Indecent Language Violations on Alibaba.com Dear Alibaba.com members, Alibaba.com prohibits the listing and sale of products that contain porno............

Notes on Compliance with California Proposition 65 by Alibaba.com members Members of Alibaba.com are responsible for complying with all applicable laws and regulations when c............

Index：Existing Rules for Product Compliance Requirements on Alibaba.com The following are the rules related to product compliance requirements on Alibaba.com.Personal Prote............

Announcement on(i) the replacement of the “Enforcement Actions against Non-compliance Relating to Inappropr............

Restatement on the Prohibition on Sale of Magnetic Ball/Cube Toy Products Dear Alibaba.com Members,Magnetic toys have been prohibited from being sold in many countries worldw............

Alibaba.com Post Category Update In order to optimize the post category feature and enhance buyer’s experience, Alibaba.com pla............

[[Expired on 2021-11-17]Details of Further Strengthening Control over the sale of Personal Protective Equipment on Alibaba.com ](https://rule.alibaba.com/rule/detail/11002366.htm) Please refer to《Details of Further Strengthening Control over the sale of Personal Protective Equipm............

Temporary Measures on Members’Admission for Listing Personal Protective Equipment(PPE)on Alibaba.com In light of the disruptions being caused by COVID-19 around the world and our long-standing commitme............

Alibaba.com Product Category Management Specification Version No.:20200211 Effective Date: February 11, 2020Article 1 [Purpose]This Spe............

Introduction to Authorization and Qualification Documents of Restricted Commodities Categories of restricted commodities on Alibaba.com and the necessary authorization documents requir............

Impact of Novel Coronavirus(2019-nCoV)on Your Alibaba.com Order Although the recent 2019 novel coronavirus (COVID-19) outbreak has caused significant disruption to ............

Announcement of publishing“Alibaba.com Dispute Rules for Direct Pay Order Transactions” Dear members of Alibaba.com,To properly handle the payment transaction disputes on Alibaba.com, Alib............

【NOTIFICATION】Chinese Holiday Shipping Notice Around the Chinese New Year period, many Chinese suppliers will take time off from work. This year, ............

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Alibaba have the right to reject a member from participating in any promotional events or using products or services where the member has incurred 24 penalty points or more or committing serious infringement.

cumulative penalty points

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48 points

serious infringement

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Announcement

Notice of publishing “Alibaba.com Product Recall Rules"

Notice on the Update of Alibaba.com Live Streaming Platform Rules

Notice on Impact of Chinese New Year on "Quick Refund"

Seller Notice on Reaffirmation of the Requirements to Comply with Legal and Regulatory of Destination Countries regarding the Sale of Medical Devices

Notice on New Listing Requirements for Child/Infant Safety Seat Products

Learning

FAQs on Reaffirmation of the Requirements to Comply with Compliance Requirements of Destination Countries against the Sale of Medical Devices

Guide for Appealing Against Patent Infringement Complaints

Guidelines for Appealing Against IPR Infringement Complaints

Guidelines for Appealing Against Copyright Infringement Complaints

Guidelines for Appealing Against Trademark Infringement Complaints

What is e-commerce law?Source: Knowledge Base

Please click here to view the full text of the Electronic Commerce Law of the People's Republic of China.
At the same time, Alibaba Group Legal Affairs cooperates with e-commerce legal network to help merchants decompose laws and regulations closely related to merchant operations in detail - [Detailed explanation of e-commerce compliance operation of e-commerce law]. Please click "Learn Now" after clicking this link to view the detailed content.
In addition, Taobao has sorted out a [key FAQ content of the Electronic Commerce Law] according to the recent concerns of its members. Please click here to view the details.

Tips:

1. Regarding the e-commerce law-related issues you consulted, [Q&A Special Session for Business Friends] has been opened, and there will be professional sophomores and professional merchants to provide you with more effective help. Please click this link.

2. The detailed rules for the implementation of the e-commerce law are still in the pipeline. Please feel at ease to operate as usual. Taobao will launch operation guidelines one after another. Please pay attention to the content of the following two channels.

(1) PC terminal: rule channel-e-commerce law section.

(2) Wireless terminal: Taobao rules Qianniu official account (please scan the following QR code with Qianniu client)

Introduction to breach of delivery time commitment/non-delivery at the agreed timeSource: Knowledge Base

I. Definition of breach of delivery time commitment
II. Conditions for initiating a complaint in violation of delivery time commitment
III. Initiation path for complaints in violation of delivery time commitments
IV. Complaint and punishment methods after breach of delivery time commitment
V. Frequently Asked Questions about Complaints in Violation of Delivery Time Commitment

I. Definition of breach of delivery time commitment:
The default delivery time of Taobao is 48 hours (Note: Please click here to view the shipping time requirements for payment orders from January 17 to March 10, 2020). If the seller violates the delivery time, transaction price, delivery method, etc., he shall pay the buyer 10% of the actual transaction amount of the goods as liquidated damages, and the maximum amount of compensation shall not exceed 100 yuan, the minimum shall not be less than 5 yuan, except for special goods. If the seller fails to pay liquidated damages on the initiative before Taobao determines that the complaint is established, in addition to paying liquidated damages to the buyer, he must also pay the same amount of liquidated damages to Taobao. If the circumstances are serious, measures such as deducting Class A 6 points, removing goods from shelves, and deleting goods can also be taken. Taobao does not support compensation if the above rules are initiated by abusing the above rules. Video version explanation, click here to view.

II. Conditions for initiating complaints in violation of delivery time commitments:
Buyer's payment - within 15 days after the transaction is successful/the transaction is closed

III. Initiation path for complaints in violation of delivery time commitments:
Log in to [My Taobao] - [Buyed Baby], click "Complain to Seller" after finding the corresponding transaction, and then jump out of the page to select the reason for complaint: not shipped according to the agreed time.

Complaint handling time for breach of delivery time: After the rights protection is initiated, Taobao customer service intervenes and handles 4-6 working days.

IV. Complaint and punishment methods after breach of delivery time commitment:

If you have any objection to the result of the processing and need to appeal, please click on this complaint within 3 days of the penalty. The appeal entrance is only open once. Please seize the opportunity to submit your valid voucher in one go. Generally, the complaint is processed within 3-5 working days after submission.

V. Common knowledge and Q&A:

Q: Can consumers withdraw complaints?

Answer: If you receive a consumer complaint, please take the initiative to contact the other party to communicate and strive for understanding. Before the complaint is finally determined to be established, your consumer can revoke the complaint through my Taobao-Refund Rights Protection-Complaint Management on the computer. After the complaint is established, the consumer will not be able to withdraw the complaint against you.

Q: What is the impact of the complaint?

Answer: If you do fail to deliver the goods within the agreed time (including breach of the delivery time, transaction price, delivery method, etc.), actively paying liquidated damages after receiving a complaint from consumers will help improve the consumer's purchase experience and reduce the losses caused by the store due to complaints.

Complaint about the amount of liquidated damages: 10% of the actual transaction amount of the goods, and the maximum amount of liquidated damages paid by the same buyer and seller within 24 hours shall not exceed 100 yuan, and the minimum amount of liquidated damages for special goods (ticketing centers, specific first-class categories of goods) are click here to inquire. If you do not take the initiative to pay liquidated damages before Taobao determines that the complaint is established, in addition to paying liquidated damages to the buyer, you must also pay the same amount of liquidated damages to Taobao.

Q: Why are some complaints directly established without giving time to negotiate and prove?

Answer: In order to improve the shopping experience of consumers on the platform, when consumers ask the platform for help, they feedback that the merchant has delivery problems, and the facts of breach of contract can be judged according to the transaction information, the platform will directly judge the breach of contract. Because such complaints do not give you a negotiating time, it has no impact except for the liquidated damages corresponding to the compensation rules (compensation ratio: 10% of the actual transaction amount of the goods, and the maximum compensation amount shall not exceed 100 yuan, and the minimum amount shall not be less than 5 yuan).

Q: If the delivery situation is serious, you can also take measures such as deducting Class A 6 points, removing goods from shelves, deleting goods, etc. How to understand the seriousness of the plot here?

Answer: The delayed delivery rate of the store has continued to be high recently, bringing a large number of complaints about delayed delivery. After the platform determines or the merchant voluntarily admits that the store does not have the delivery capacity, the platform will remove the goods from the shelves and delete them, and take measures such as deducting Class A 6 points to prevent losses.

Q: What should I do if I fail to deliver the goods according to the agreed time, but the "Agree to Pay" button is not found on the complaint page/Compensate fails?

Answer: Please leave a message on the complaint page to explain "Agree to pay but no compensation button", and upload a screenshot of the operation failure o operation entrance. Xiao Er will consider this situation when he intervenes in the judgment. If the complaint is applicable to the active compensation scenario, you will be recognized that you have taken the initiative to deal with it.

Q: If you find that it is out of stock, the buyer has been notified of the refund immediately. Will it be established if the buyer complains about it?
Answer: Out-of-stock is an illegal act. Please take the initiative to contact consumers to solve after-sales matters and guide them to withdraw the complaint. You can also complete the complaint by actively paying liquidated damages before the second child intervenes to reduce the risk of deducting points.

Q: If you find defects in the goods, will it be established if you take the initiative to notify the buyer to apply for a refund?
Answer: Refusing to ship the goods on the grounds of defectsoluntarily asking consumers for refunds is an illegal act of refusing transactions. Before releasing the inventory of goods, you need to ensure that the quality of the goods is intact and consistent with the description. Please pay attention to the daily timely inventory to avoid such disputes.

Q: After delivery, the logistics tracking record is delayed o tracking record. What should I do if I am complained by the buyer?
Answer: The delivery time is subject to the collection time displayed on the official website of the logistics company. If the collection time is delayed or there is no logistics tracking record due to the logistics company, please take the initiative to contact consumers to explain this problem and ask the other party to revoke this complaint; or "agree to pay" liquidated damages to avoid the platform's intervention to judge that the complaint is established.

Q: It has been shipped within the specified time, but the wrong style/missing the product has been sent. Will it be established if the buyer complains?
Answer: Misdeliver/missing/less delivery of goods is illegal. If the goods are reissued, the collection time of the logistics company that reissued the parcel is still within the promised delivery time, the complaint is not established. Please prove the reissued goods receipt and document number on the complaint page, and leave a message to explain that it has been reissued in time; if the reissue exceeds the order commitment The complaint will be established if the delivery time of Nuo (if there is no agreement, the default is 48 hours after the consumer pays).

Q: What should I do if I send the wrong address?
Answer: Sending the wrong address is equivalent to not shipping the buyer's address, which is an illegal act. If you have reissued this problem within the promised time (subject to the logistics collection time of the reissued), you can provide this voucher to prove it.

Q: The product titledetails page states the quantity or amount limit, and the consumer does not pay as required. Who does the complaint support?

Answer: If the product is set for the consumer to bear the freight, it is supported to support the purchase restriction description on the product titledetails page; if the product is set for free shipping, the seller cannot add the purchase restriction conditions to the description and needs to be shipped.

Q: What should I do if the goods cannot be shipped to specific areas due to climate, postal policies and other restrictions?

A: Please explain the area where the goods cannot be shipped in a prominent place described in the product details, and the objective reasons why it cannot be shipped. If you are complained by consumers, please take the initiative to communicate and upload a description of the area where the ship cannot be shipped on the details page on the complaint page. Note: Please do not require consumers to pay the freight difference based on the high cost of the remote freight of the consumer's address. If the consumer is required to make up the freight, it is an illegal act of price increase.

Q: The buyer paid, and I clicked on the delivery, but the buyer himself immediately refunded it, and then complained to me?
Answer: For physical goods: Please verify whether there is an agreed delivery time (if not, the seller needs to deliver the goods within 48 hours after the buyer pays; at the same time, verify whether there are any violations such as rejection of transactions, out of stock, etc. If there is no violation, the seller is not responsible for the buyer's active refund within the delivery time. Please appeal instructions on the complaint page. For virtual goods: After clicking on the shipment, you need to provide the proof of shipment on the complaint page to prove that it has actually shipped.

Q: I Wangwang agreed with the buyer that the delivery time is 7 days. The delivery has been delivered and the logistics is normal within 7 days. Does the buyer refund it and complain to me?
Answer: Please provide the proof number of Wangwang chat record and logistics delivery receipt verification that agrees with the buyer.

Note, [1] Definition of "valid agreement": Consumer replies such as "agree", "good", "can", "line" and other similar affirmative words. Hurry up, "As soon as possible", "You can do it as you want" are not considered valid. The specific situation shall be subject to the understanding and judgment of the second child from the perspective of ordinary people. [ 2] If a new time is agreed after the agreed delivery time is exceeded, a complaint will be established due to the overtime.

Q: What should I do if the goods are purchased/pre-sold on behalf of others and have a long delivery time?
Answer: The delivery time of the goods purchased/pre-sale on behalf of others shall be subject to the description of the goods (including the description of the shipping contract and the product details page. If there are different descriptions, the earliest time shall prevail. If there is another agreement between the two parties to the transaction, the delivery time shall be subject to this agreement). If the delivery time is not described, the default 48-hour requirements of the platform (Note: January 1, 2020 Please click here to check the shipping time requirements of payment orders from 7 to March 10). Please describe the shipping time reasonably.

Q: The details page has explained that only one can be purchased on the phone bill recharge/QB goods, but the buyer can't ship more than one?
Answer: It is illegal to limit the number of virtual items purchased by consumers. Please take the initiative to contact consumers to solve after-sales matters and guide them to withdraw complaints. You can also complete the complaint by actively paying liquidated damages before the second child intervenes to reduce the risk of deducting points.

False Transactions Complaint Treasure Book


Level 1 problem	Level 2 questions	Level 3 issues
Penalty-related	Reasons for punishment	Reasons for punishment for false trading accounts
		Why are Taobao customers, Taolijin and through train promotion orders sentenced to false transactions?
		Why will it be punished by Taobao's sales evaluation management rules?
	The impact of punishment	What are the ways to deal with false transactions?
		The impact of penalties for fake trading accounts
		The impact of the right to reduce falsely traded goods
		Impact of false transaction warnings
		The impact of Taobao's sales evaluation management rules
		I was punished for false transactions. What should I do if I defend my rights in the transaction?
		Will the penalty of fake trading accounts lead to the reduction of goods or stores?
		What should I do if I haven't finished the transaction (false transaction B48 points)?
		Can Alipay still be used after being severely punished for serious violations of false transactions?
		How to withdraw the account deposit after being punished for false transactions?
		For illegal orders involved in the penalty of false transactions, can the penalty be cancelled by contacting the buyer to return them?
complaint-related	how to appeal?	How to submit a complaint (1. Appeal entrance; 2. Appeal entry time; 3. How to submit a complaint; 4. Appeal review time; 5. Number of appeal opportunities)
	how to appeal?	How to choose a complaint scenario
	Voucher of Appeal Requirements	Examples of proof of appeal for false transactions
		Credential requirements: shipping credentials
		Voucher requirements: appeal message/other vouchers If you have special circumstances, you can explain it in the appeal message. If there are no special circumstances, you can fill it out. If you have other credentials, you can upload them in other credentials. If there are no other credentials, you can't upload them.
	The complaint is not established.	Can I appeal again if the complaint is not established?
	The complaint is not established.	Reasons for invalid filing a complaint
	object of complaint	The appealed order is not subject to all the orders punished. The specific order is subject to the appeal page. You can go to the appeal page to view it.
	supplementary voucher	What should I do if I have vouchers to supplement the complaint if I submit it successfully?

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