Tour:
1. How should I operate when I receive the rejected order?
2. What proof materials do I need to provide?
3. Points to note
4. Examples of proof materials
5. PayPal order special process
6. Frequently Asked Questions
What should I do if I receive the chargeback order?
1. On the [Refund & Dispute] page of the merchant workbench, click "Dispending Orders to Be Proof" to find the relevant orders.
2. Check the reasons for the refusal of payment and prepare proof materials
3. Click "Download Defense Template" to download the word document and add evidence according to the document requirements.
4. Click "Submit Defense Materials" to upload word documents (complete upload before the countdown ends)
Type 1: Click "Download Defense Template" --> Open the Word document and fill in the proof materials according to the reason for refusal to pay --> Click "Submit Defense Materials" to upload Word documents
After successful submission, the order status will change. At the same time, you can see the "View Defense Materials" button. Click this button to view the submitted defense documents.
Type 2. If you click "Fill in the defense materials" and jump to the questionnaire page, please guide the submission of the materials according to the questionnaire page--> Click the "Refresh" button to change the status of rejection after submission.
What evidence do I want to submit?
The evidence contains three parts.
1. Basic information of transaction orders: Basic information will be included in the word document. Please verify and confirm. If there is any error, it can be corrected manually.
2. Defense statement of refusal to pay: Based on the information you know about the problem goods that the buyer has communicated with you, defend or comment on the refund application. For example, if the order is in transit within a limited time, it can be explained that the promised delivery time is xx days, and it is currently in transit as normal.
3. Proof materials: Different channels and reasons for refusal to pay require different evidence materials. Please prepare relevant materials according to the following requirements.
1. When providing the return address information, it should be provided in English. The audit cannot identify the half English and half pinyin. Provide the previous translation verification to ensure the correct output of the receiving information.
2. Provide a logistics receipt (pos), which should include: logistics tracking order number, shipping address (as consistent with the order address), actual shipping date, and logistics identification. And the logistics tracking order number should be able to query the tracking information on the logistics company website displayed on POS.
3. Provide tracking links or screenshots, and provide links and screenshots of the logistics company's website (official website) on POS.
4. When defending, you should submit information and statement of defense in the seller's defense area (all English). Don't fill it out at will.
What materials should be provided for supplementary evidence?
Note: For orders that have been proved, two places can check whether supplementary evidence is needed.
1 In-station letter notification
[Platform Notification] - [Deal-payment Notice] will receive payment denial information, and the content will be informed that "due to the content in the defense materials is missing, you need to provide more vouchers"
2 New chargeback list page
If an information order has been submitted, there will be a "View Defense Information button"; if the status becomes "Pending Proof" again, it is an order that needs supplementary evidence.
precautions
1. Those who are not marked "optional filling" are required. Please fill them in as much as possible to improve the winning rate.
2. The organization only accepts English proof materials. Please express all content in English.
3. All links provided need to be checked without logging in to the account, so as to avoid institutional verification personnel not being able to open them and considering that the evidence is invalid.
4. The size of the proof file is limited to 3M
5. The reason for refusal to pay is "joint and several refusals to pay". The buyer places an order in multiple stores, and the order placed by other stores received a refusal. Your store places an order is a joint and several relationship. You do not need to provide evidence, and in the end, you will not be blamed for bearing losses.
6. If you have other information to help solve the order problem, you can also add it to the proof word document.
Sample evidence
Shipping Logistics Form (POS)
Prove that the actual delivery is consistent with the buyer's required address: it needs to include the buyer's receiving address, specific to the recipient, contact address, telephone information
Shipment Signing Receipt (POD)
Product link
Please use the product details link you see on the buyer's page: (e.g.): https://nl.aliexpress.com/item/1005002246015185.html? spm=a2g0s.12269583.0.0.3c1c66563xO0ch
Note: Order snapshot link cannot be opened by outsiders. Do not use this link.
proof of refund
Prove that you have refunded (if any): including the refund time and the refund amount
Shipping List
List the actual shipment details
PayPal order special process
1. The wrong version of the goods needs to be filled in the return address.
In the wrong version of the goods, in addition to uploading defense materials, the merchant also needs to fill in a valid return address, otherwise the return will not be returned correctly. Therefore, both contents in this scenario need to be submitted correctly.
Note: The return address is required in English, including the recipient and contact information.
2. New supplementary/secondary proof process
After submitting the information, you may be asked to supplement the information again because PayPal believes that the information is insufficient. You can refer to the information needed in the help document. For the information missing at the first submission, supplement it within 3 natural days. Find the corresponding order and click "Submit Defense Materials" to complete the material upload. The supplementary evidence is as follows
Frequently asked questions:
1. What is chargeback (card type)?
A: Refusal to payback refers to the cardholder's application for refusal to pay a transaction on the bill within the prescribed time limit (usually within 180 days after the transaction date or the delivery date of the goods, which can be extended to 540 days according to the rules of the card organization. Chargeback is a right granted to the cardholder by the card organization.
2. What is the difference between refusal to pay (card category), AE disputes and PayPal refusal to pay?
3. Differences between the old and new models of PayPal and their impact on merchants
A: PayPal, as one of the most widely used third-party payment tools in the world, is a popular international trade payment tool for by hundreds of millions of users around the world. Instant payment and instant arrival have attracted a large number of overseas consumers.
4. How to reduce chargeback orders?
A: Underline the key points: the information in the transaction order is consistent with the actual needs; if the buyer refuses to pay, if the information is inconsistent, the defense winning rate will be reduced.
1 Modify the address after placing an order is not supported
If the buyer contacts you to modify the address offline, it is recommended that you guide the buyer to cancel the order and place a new order for payment.
2 The change of logistics order number needs to be synchronized in the system
If you change the logistics order number, you need to update it in the system in time.
3 Set the delivery time limit reasonably and the expected delivery time limit to avoid being unable to deliver properly within the promised time.
4 Fair disclosure of information: describe the items you sell in as much detail and accurately as possible, attach photos, specifications, etc.; avoid buyers misunderstandings about transaction information
5. Strengthen communication with buyers, respond in a timely manner and solve buyers' problems wholeheartedly;
6 Keep communication records: Please use the communication tools on AliExpress website (such as in-station letters or order messages) first to communicate with buyers, and keep as much information as possible related to transactions and customers. If there is a dispute/dispute in the future, you can submit relevant information as proof.
7 In order to ensure the safety of the funds of buyers and sellers and maintain a safe and orderly trading environment on AliExpress platform, it is recommended that you do not refund to buyers through other offline refund methods (paypal, Western Union, etc.).
5. What if the goods are not properly delivered due to logistics reasons?
A: If you receive the rejection message and find that the order is not properly submitted due to logistics reasons, please contact the logistics provider in time to confirm the specific status and claim if necessary; due to the long processing time of the refusal, there is no need to wait for the rejection result to avoid missing the logistics provider's processing time limit.
6. Why is my order blocked?
A: Most of the blocked orders are because the order has received a chargeback request. You can go to the station letter to verify whether there is a chargeback message and prove the order. After the rejection result is confirmed, the order will be unfrozen.
7. How to check the progress of PayPal processing?
A: PayPal will confirm the results about 30 days after the refusal is initiated. Please wait patiently after submitting the information.
8. If you are dissatisfied with the judgment result of the PayPal dispute, can you appeal?
A: Since PayPal disputes are finally judged by PayPal, it is recommended that you pay attention to the in-station letter notice in time, provide as detailed information as possible when providing evidence, and improve the probability of winning the lawsuit. If you encounter unreasonable judgment, you can contact AliExpress Xiaohe to help deal with it.
9. Orders that refuse to pay or fail in the pending delivery state will be automatically closed.
A: For orders received with refusal to be paid in the pending delivery status, if the seller loses the final refusal to pay, the order will automatically close when the rejection result is received to avoid losses caused by misdelivery.
10. How to deal with the order before the line on the chargeback page?
A: The Refusal Order Received Before Going Online Will Still Be Notified Through The In-station Letter. Please Submit Proof Materials Through The Questionnaire According To The Guidance In The Notice; For Refusal Orders After Going Online, The In-station Letter Notice (no Evidence Entrance) Will Be Retained On The Refusal Page. Please Submit Proof Materials According To The Guidance On The Refusal Page.
11. How to check if there is any rejection of payment for my store's order?
A: 1 In-station letter notification [platform notification] - [deal notice] will receive a refusal message (all refusal orders can be seen)
2 Add a new chargeback list page, where you can view the specific information if there is a chargeback (only visible when the order is received after the new page is online)
12. How to inquire about orders that need to be supplemented as evidence under my store?
A: 1 Under the in-station letter notification [platform notification] - [dispair-not notice], you will receive a rejection message, and the content will be notified in the content, "Because the content in the defense materials is missing, you need to provide more vouchers"
13. What should I do if I click "Download Defense Template" and there is no response?
Answer: You can check whether the browser has blocked pop-up windows, and unblocking can download normally.
14. What should I do if I can't submit evidence (error report) online?
Answer:
1. If the submission fails (error) or cannot be submitted online, please check that the browser blocked the plug-in and needs to be allowed to download the plug-in.
2. If you still can't submit online with the permission of the plug-in, you can submit https://survey.aliexpress.com/apps/zhiliao/gEQ6HJ6H3
Tips: Online and questionnaire submissions will be subject to online materials.
15: Why did I get an error "File type don't matched" when uploading the picture?
Answer: The uploaded document is fixed as a word document. If you upload a non-word document, you will encounter this error; the correct proof process is
1. Click "Download Defense Template" to download the word documents provided by the platform with order information to the local area.
2. Add prepared defense materials to the word document and save them.
3. Click "Submit Defense Materials" to upload the updated word document to the platform system.
16: Why did I submit the evidence, but I couldn't view the submitted evidence?
Answer: At present, PayPal orders can provide evidence online and view the submitted materials. Card payment orders are still submitted through questionnaires. After submission, the materials cannot be viewed again. Thank you for your understanding.
17: How do I identify whether this chargeback order is a card payment or a PayPal payment?
A: PayPal orders will be displayed as order number + (PayPal) in the list of chargeback orders, and there will be no parentheses on card payment orders.
18: Why did I receive a refusal notice, but there was no proof entrance?
A: Card payment order, unauthorized transaction refusal, at present, no need for merchant proof, the order will directly enter the status of "waiting for the result of rejection"; the final order will be loaned normally (no refund will be given to the buyer), please wait patiently.
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