Alibaba AliExpress Service Market Dispute Handling Rules
Chapter I General Provisions
Section I Overview
Section II Definitions
Section III Application and Acceptance
Section 4 Evidence
Section V Termination
Section VI Implementation
Chapter II Dispute Handling
Basic principles
Chapter III Special Category Dispute Handling Standards
Section 1 Software Application
Section II Operational Services
Section III Training Services
Section 4 Picture Design
Section 5 Photography and Video Services
Chapter I General Provisions
Section I Overview
Article 1 AliExpress Service Market is a one-stop merchant service platform under Alibaba, which systematically provides merchants with tool software, online store services, information tutorials and other seller value-added services (hereinafter referred to as "service market"). In order to protect the legitimate rights and interests of both parties to the transaction and maintain the normal operation order of the service market. These rules are formulated in accordance with AliExpress Service Market Management Code.
Article 2 Transactions between buyers and sellers in the service market. In case of contract disputes, friendly and rational negotiations shall be conducted on the principles of fairness and good faith. If both parties are unable to mediate by themselves, the provisions of these rules shall apply to any complaint handling of AliExpress.
Article 3 The service market sends reminders or notices related to dispute settlement to buyers and sellers according to specific situations through AliExpress system, service market system, Ali Wangwang, SMS, email, telephone and other means, forming an effective part of the basis and conclusion of dispute settlement.
Article 4 AliExpress, as an independent third party, in accordance with the principle of fairness, impartiality and openness, only examines the evidence submitted by both parties in the form, and will judge according to the cognitive level and daily experience of the general public, and make a conclusion on the attribution of dispute liability and dispute mediation accordingly.
If you are not satisfied with the mediation decision, you still have the right to solve the dispute by other dispute settlement methods. However, the transfer decision should be fulfilled before the final decision is obtained through other dispute settlement channels.
Section II Definitions
Service provider: refers to a unit or individual who publishes and sells service products online through the service market, and the service provider who uses Taobao open platform services for application development is also known as "developer" on the open platform.
Merchant: refers to a unit or individual that opens a store at AliExpress and uses the service market or orders applications through the service market.
Application: refers to the software or service developed by the service provider based on Taobao open platform and displayed and sold in the AliExpress service market.
Service cost: Necessary expenses incurred by service providers in the process of providing services. The specific situation will be judged by AliExpress according to the evidence provided by the service provider and the cognitive level of the general public, but the maximum amount of the order does not exceed the actual transaction amount.
Evidence: refers to valid vouchers and reference vouchers that can truthfully reflect the real transaction process and description of transaction items between buyers and sellers. Valid vouchers include but are not limited to service descriptions, Ali Wangwang chat records, etc.
Reference vouchers: including but not limited to other screenshots/photographic evidence, such as QQ chat records, mobile phone text messages, pictures, etc.
Service delivery ("delivery"): The service provider uploads the produced service content to the platform cloud space according to the established format, size, etc. in the online process, and supports customers to view the acceptance process.
Section III Application and Acceptance
Article 1 After the customer applies for a refund, the buyer and seller can choose to negotiate by themselves, ask the platform to intervene, or solve the existing disputes through judicial channels. If either party requests the platform to intervene, the platform has the right to mediate disputes in accordance with these norms.
Article 2 After the order is paid, the customer shall file a refund application before the service acceptance, and the service provider shall be clearly informed of the claim.
Section 4 Evidence
Article 1 During the platform's handling of disputes, the platform has the right to require customers or service providers to provide supporting evidence, and has the right to unilaterally judge the validity of evidence.
Article 2 The buyer and seller shall provide vouchers in a timely manner within the relevant time limit requirements in accordance with the prompts of the platform system and/or the SMS, telephone or email notification sent by the platform. If either party fails to provide vouchers in accordance with the notice without justifiable reasons, the platform has the right to deal with them in accordance with the vouchers actually collected.
Article 3 If the customer claims that the service has not been delivered or the service has not been accepted, the service provider shall bear the burden of proof in accordance with the requirements of the platform.
Article 4 If the customer feedback service does not conform to the description, the functional quality problem, the actual effect does not conform to the agreed effect, etc., the customer shall bear the burden of proof, or the platform has the right to directly identify it according to the description of the product.
Article 5 All supporting documents required for various types of disputes accepted by the platform shall be subject to the content required by the platform. The buyer and seller shall be responsible for the authenticity, completeness, accuracy and timeliness of the evidence on their own. And bear the consequences of the inability to prove.
Section 5 Suspension of Processing
During the platform's handling of disputes, the platform shall suspend the handling of corresponding disputes under any of the following circumstances:
(1) The buyer and seller unanimously request to settle the dispute through consultation;
(2) Either party informs the platform that it has applied to the judicial organ to solve the dispute or reported the case to the public security organ. Wait for the outcome of the case.
Section VI Implementation
Article 1 During the period when the platform handles disputes, the buyer and seller agree on the refund amount through consultation, but cannot operate by themselves, the platform will operate the corresponding transaction amount and/or deposit according to the agreement reached by the two parties.
Article 2 After the platform handles the dispute, it has the right to pay all or part of the transaction amount and/or deposit to the customer and/or service provider according to the result of the handling, or the service provider (or customer) the relevant payment to the customer (or service provider) according to the result of the processing. After the transaction payment or margin is paid, if the service provider (or customer) is still liable according to the processing results, the buyer and seller shall negotiate or solve it through other means.
Chapter II Dispute Handling
Basic principles
Article 1 If the services delivered by the service provider violate the provisions of laws and regulations, or are not allowed to provide services and applications in accordance with the relevant provisions of the Platform Service Market Management Specifications and the corresponding category management specifications, the transaction shall be refunded or partially refunded according to the actual situation;
Article 2 It is necessary to truthfully describe it in accordance with AliExpress Service Market Management Specifications and the release requirements of various items of services and applications (including service defects, defects, technical bugs, etc.), otherwise the service provider needs to bear adverse consequences within the limits of responsibility. If two or more different descriptions are made of the same service or application, they will be interpreted and disposed of in a customer-friendly manner unless there is a separate agreement between the two parties.
Article 3 The service provider shall ensure that the quality of the services and applications it sells conforms to the agreement. If there is a non-conformity with the agreement, it needs to be repaired by the service provider in time. It also supports the two parties to negotiate by themselves. If the negotiation is inconsistent, refund or partial refund will be processed according to the actual situation.
Article 4 The service provider fails to produce services, deliver services, modify services, etc. to customers in accordance with the agreement (including but not limited to order content, service time, service case reference, service commitments made by the service provider to customers), or the service delivered is invalid and the function cannot be used normally, etc., it shall be comprehensively judged by the platform. At the outbreak, if there is reason to believe that the service provider has no intention to perform the agreement, it shall be deemed that the service provider refuses to perform and supports refund processing.
If there is no clear or special agreement on the service time, the platform system time will be referred to. If there is any change in the content of the agreement, the other party must be notified in advance and the two parties will finally reach an agreement.
Article 5 For the service that requires modification/adjustment after the first or re-delivery, the customer shall objectively describe the content to be modified/adjusted to the service provider, communicate with the service provider, and accept the obligation of the service provider to make service adjustments and improvements.
If the customer does not objectively describe the modified or adjusted service content, the service provider has the right to refuse. Deemed that the service transaction has been completed. Support payment processing.
If there is no express agreement on the modification/adjustment cycle and delivery time, the service provider shall modify or adjust within 3 days and deliver it again. Late support refund processing. If the service provider of the same problem fails to modify it three or more times according to the agreed needs, it shall be regarded as the responsibility of the service provider. Refund or partial refund processing as is actual. Unless the two parties have agreed.
Article 6 In the process of providing services, if the customer needs the cooperation and assistance necessary for the performance of the service, or there is a time limit for the customer's cooperation, the service provider shall inform the product details page, DingTalk, Wangwang and other effective communication in a clear way or agree in advance, otherwise the customer has The right is refused or the service provider bears the adverse consequences.
Article 7 If the service provider makes a reasonable request for cooperation to the customer for the purpose of completing the service, the customer shall cooperate within a reasonable time. If the customer neglects or refuses to provide the necessary cooperation without justifiable reasons, resulting in an increase in the service cost of the service provider, the delay of the service performance period, and the failure to achieve the service results, the customer shall bear the adverse consequences, but the service provider shall still terminate the performance of the service in time and take reasonable measures to prevent the increase of the service cost.
Article 8 If the service cannot be realized at all, but the service provider has actually incurred the service cost, the customer shall refund the transaction after bearing the corresponding service cost. Unless otherwise agreed by the two parties.
Article 9 If the service has been partially realized, the value proportion of the service results shall be comprehensively assessed, and the corresponding price shall be calculated as appropriate in combination with the order amount, and the transaction shall be partially refunded. Unless otherwise agreed by the two parties.
Article 10 If the service has been partially realized, the remaining unrealized service has actually incurred service costs. In accordance with the above treatment, the price payable and the service cost borne shall be calculated as appropriate. Unless otherwise agreed by the two parties.
Chapter III Special Category Dispute Handling Standards
Section 1 Software Application
Article 1 The service provider must accurately explain and clearly prompt the application function, function, use process, etc. Refund processing is supported if the service provider has an error boot and the application does not actually match the description.
Article 2 During the service period, if the service provider terminates the application and does not reach a consensus with the customer, refund processing is supported.
Article 3 The service provider shall ensure the stability and reliability of the application, be responsible for system debugging, opening, optimization and upgrading, and ensure that the above work does not affect the normal use of customers. If the customer is unable to log in, use or other losses due to application quality problems, or the service is interrupted or delayed due to system downtime maintenance, equipment failure, force majeure, etc., the service provider is responsible for timely maintenance and management of the application and providing the customer with working hours or longer. Technical support services. Then the customer understands and agrees that it supports extending the customer's use of the service provider app for a period of time equivalent to the time when the customer is unable to use the service provider application. If the service provider is unable to reach or refuses to provide customer service, the refund will be judged according to the actual transaction situation.
Article 4 If AliExpress terminates the provision of relevant services due to the service provider's violation of the relevant agreement reached with AliExpress) and the customer's license for the service provider's application needs to be terminated in advance, the service provider shall fulfill the corresponding refund and data download service obligations. . If losses are caused to the user, the service provider shall bear full liability for compensation.
Article 5 If AliExpress terminates the provision of relevant services due to customer reasons (including but not limited to the customer's violation of the relevant agreement with AliExpress), the customer is unable to continue to use the service provider's services, refund shall not be supported.
Section II Operational Services
Article 1 The service provider must accurately explain and give obvious instructions to the service content, cycle, price, acceptance standards, etc. If the service provider has misguided, excessive commitment, fraud and other behaviors, and the service does not actually complete the service in accordance with the service content, cycle and acceptance standards agreed upon in the service commodity, refund processing is supported.
Article 2 The overall pallet type operation service (i.e. agent operation service) cannot promise the transaction amount. If the service provider promises the effect to the customer, including but not limited to the promised transaction amount, refund processing is supported.
Article 3 During the service period, if the service provider terminates the service and does not reach a consensus with the customer, the refund processing shall be supported.
Article 4 If AliExpress terminates the provision of relevant services due to the service provider's violation of the relevant agreement reached with AliExpress) and the customer's license for the service provider's application needs to be terminated in advance, the service provider shall fulfill the corresponding refund and data download service obligations. .
Article 5 If AliExpress terminates the provision of relevant services due to customer reasons (including but not limited to the customer's violation of the relevant agreement with AliExpress), the customer is unable to continue to use the service provider's services, refund shall not be supported.
Section III Training Services
Article 1 The service provider must accurately explain and clearly prompt the course content, instructor, time, place, price, etc. If the service provider has misguided, overcommitment, fraud, etc., refund processing is supported.
Article 2 During the service period, if the service provider terminates or extends the service and does not reach a consensus with the customer, the refund processing shall be supported.
Article 3 If AliExpress terminates the provision of relevant services due to the service provider's reasons (including but not limited to AliExpress's violation of the relevant agreement with AliExpress), the customer shall fulfill the corresponding refund for the customer.
Article 4 If the training needs to be terminated due to customer reasons (including but not limited to the customer's dissatisfaction with the effect), refunds are not supported.
Section 4 Picture Design
Article 1 The service provider must accurately explain and clearly indicate the design content, usage method, price, delivery standard, etc. If the service provider has misguided, overcommitment, fraud, etc., refund processing.
Article 2 During the service period, if the service provider terminates the service or extends the service without permission and does not reach a consensus with the customer, the refund processing shall be supported.
Article 3 If AliExpress terminates the provision of relevant services due to the service provider's reasons (including but not limited to AliExpress's violation of the relevant agreement with AliExpress), the customer cannot enjoy the service normally, the service provider shall fulfill the corresponding refund.
Article 4 If the service needs to be terminated due to customer reasons (including but not limited to the customer's dissatisfaction with the effect),
Article 5 If the service provider provides personalized customized services due to customer needs, the dispute shall be settled according to the contract signed by the two parties.
Section 5 Video Services
Article 1 The service provider must accurately explain and clearly prompt the shooting content, delivery time, price, etc. If the service provider has misguided, overcommitment, fraud, etc., refund processing is supported.
Article 2 During the service period, if the service provider terminates or extends the service and does not reach a consensus with the customer, the refund processing shall be supported.
Article 3 If AliExpress terminates the provision of relevant services due to the service provider's reasons (including but not limited to AliExpress's violation of the relevant agreement with AliExpress), the customer cannot enjoy the service normally, the service provider shall fulfill the corresponding refund.
Article 4 If the service needs to be terminated due to customer reasons (including but not limited to customer dissatisfaction with the effect), partial refunds are supported.
Article 5 If the service provider provides personalized customized services due to customer needs, the dispute shall be settled according to the contract signed by the two parties.
Article 6 If the service provider needs to partially outsource the project due to customer needs, and there is any service dispute or dispute between the outsourcing company and the user, the service provider shall bear the responsibility and handle the refund in accordance with the provisions of this section.
AliExpress Merchant Service Market Management Specification
Article 1 Overview
Article 2 Definition
Article 3 Entry conditions for all kinds of items
Article 4 Code of Conduct Management
Article 5 Handling of violations of various items
Article 6 Service Clearance
Article 1 Overview
1.1 In order to maintain the trading order of AliExpress service categories (hereinafter referred to as "service categories") and protect the legitimate rights and interests of software service category service subscribers and service providers, AliExpress Service Market is based on relevant agreements and rules such as AliExpress Platform Service Agreement and AliExpress Service Market Service Agreement, Regular specifications.
1.2 This specification is used to standardize the entry and withdrawal of service providers from relevant service categories, business activities in relevant service categories and their consequences.
1.3 Service providers shall abide by the AliExpress Platform Rules, AliExpress Service Market Service Agreement and the relevant provisions of this specification. If there are special provisions in these Norms, they shall be implemented in accordance with these Norms.
Article 2 Definition
2.1 Service market: refers to Alibaba AliExpress merchant service market provided by Alibaba to AliExpress seller members and service providers, whose URL is http:// seller.aliexpress.com (or URL modified from time to time according to service market business needs).
2.2 Service provider: refers to the unit that publishes services or applications through the service market and carries out services or sells goods online in accordance with the provisions of this agreement.
2.3 Service goods: refers to the specific services released by the service provider in the service market and wishes to provide to customers, including operation services, software services, training services, design services, photography and video services.
2.4 Operation services: refers to the overall store hosting operation service or individual operation service provided by the customer by a contractual entrustment of a professional e-commerce service provider. The overall hosting service (hereinafter referred to as "agency operation service") includes the services that the service provider conducts store-wide operation and maintenance of AliExpress stores to achieve the goals set by customers, including but not limited to event planning, commodity management, traffic expansion, data analysis, etc. Individual services are store operation-related services provided by service providers to customers, including but not limited to pre-sales proposals, store entry, commodity management, event planning, event execution, traffic expansion data analysis, e-commerce systems, warehousing logistics, personnel training, brand marketing, channel hosting, etc.
2.5 Software services: refers to the applications developed by software service providers through Taobao open platforms that can be used on AliExpress websites. Application refers to the software or service developed by the service provider based on Taobao open platform. The term "application" in this agreement refers to the main application published and displayed in the service market by the service provider, and does not include the value-added functions or services of the main application independently developed for the business scenario of the main application, built into the main application, and can be ordered separately by users (hereinafter referred to as "in-purchased application") ).
2.6 Training services: refers to the services provided by the service provider to sellers aimed at helping AliExpress sellers carry out cross-border e-commerce and AliExpress use related training or courses.
2.7 Picture design service: refers to the service provider service market, including but not limited to pictures and other visual design and processing, logo design, picture tools, store decoration template design services, store VI visual system, etc.
2.8 Video services: refers to the photography and video services provided to customers by professional photography or video service providers in the service market, including but not limited to photo photography, photo processing, video shooting, video production and processing, celebrity and model brokerage services, video tools, etc.
2.9 Users or customers: refers to AliExpress sellers who use the service market or order software or services through the service market.
Article 3 Entry conditions for all kinds of items
3.1 Service providers of various categories shall ensure that the following qualification requirements are met during the period of entering the service market, releasing and providing relevant category services:
1) Software service provider qualification:
a) The business scope has software development content;
b) Experience and professional ability in software development and operation;
c) Have stable servers and other basic conditions.
2) Qualifications of agent operation service providers:
a) Legal existence of the enterprise;
b) Experience and ability in e-commerce operation, including stable operation, customer service, design team, etc.
3) Training service provider qualification:
a) The business scope of the Business License shall contain "education" or "training";
b) Engaged in training operations for one year or more;
c) Business operation compliance is legal.
4) Design service category service provider qualification:
a) Have web technology or web design ability in the business scope;
b) Experience and professional ability in web page development, web design, graphic design and advertising design;
c) Stable design team, certain translation and multilingual customer service ability.
5) Qualifications of camera and video category service providers:
a) The business scope includes photography, video production, model brokerage, etc.;
b) Experience and professional ability in e-commerce video and video production in related services
c) Stable camera photography team, venue, equipment, customer operation team, etc.
3.2 In order to protect the interests of merchants, the service market has the right to require the service provider to submit relevant materials or works during or after the service provider's application for entry to prove the qualification level of the service provider. The service market has the right to independently judge whether the service provider still meets the qualification requirements, and shall deal with it in accordance with the agreement and this specification according to the judgment results.
3.3 The service market only judges the materials submitted by the service provider according to the non-professional level, does not endorse and guarantee the qualifications and capabilities of the service provider, and does not assume any responsibility for the service provider's services.
Article 4 Code of Conduct Management
1. Service release specifications
In addition to complying with the relevant provisions of AliExpress Platform Rules on the release of goods and information, service providers must also comply with the following service release requirements:
a) Service elements such as service titles, pictures, attributes, prices, design specifications, delivery standards, quantities, service descriptions and after-sales service elements should be matched;
b) Successful cases cited in service release must be true and accurate without exaggerated or misleading publicity;
c) The information that must be explained, such as the content of the service that can be provided, the duration of the service, the quality of the service, and the remuneration for the service shall be described truthfully and completely;
d) No prohibition and restriction information listed in the "Sale" shall not be published;
e) Advertising information shall not be published, and service items or information content not related to the service shall not be published;
f) Exaggerated propaganda or excessive commitment such as "unique" and "excellent" shall not be used in the published service or information content;
g) External links (referring to links under all non-aliexpress.com domain names) or other functions that can jump directly to third-party websites shall not appear, and the identity of third-party websites shall not appear;
h) Invalid services shall not be published.
2. Service provision specifications
a) [Service Commitment] Service providers should actively improve their own business conditions and provide high-quality and efficient services for subscribers. The service provider shall abide by the following performance commitments:
1 The service provider shall provide services to the orderer in accordance with the agreement (including but not limited to the content of the order and the service commitment made by the service provider to the orderer);
2. In the process of providing services, service providers shall not commit abuse, intimidation, threats, malicious harassment, fraud and other acts;
3 Service providers should respond positively and properly handle complaints and questions from the orderer.
4 Service providers need to provide sellers with high-quality services, and the number of seller complaints per month shall not exceed the requirements stipulated in the service market and the market business of various industries.
5 The service provider needs to sign a contract with the seller to stipulate the behavior of both parties and upload the service agreement on the system. The service agreement needs to be detailedly stated the promised service effect.
b) [Transaction Restrictions] After reaching a purchase intention with the service provider on its published services, the subscriber shall not guide the subscriber to conduct transactions outside the service customization market, and shall not evade the online transaction process of the service customization market by any means.
c) [Prohibit improper use of the rights of others] Service providers shall not commit any improper use of the rights of others, including but not limited to:
1. The representative service works and success stories provided or published infringe on the intellectual property or other rights of third parties;
2 Without the authorization of AliExpress or its affiliates, service providers use Alibaba, AliExpress, Taobao, Alibaba, Taobao, Tmall, Yitao, Juhuasuan, Alipay in its service logo, service title, service introduction, service details, pictures or other page services. , "Alibaba", Taobao, Ali, Tao, Tall, eTao, Juhuasuan or the name of the affiliate, or any variant, abbreviation or misspelling of the subsidiary logo and pattern of the above brands;
4 Other improper use of the rights of others.
d) [No false transactions] Service providers shall not improperly improve service provider institutional ratings, service ratings or service sales.
e) [Prohibition of unfair competition]
1 Service providers shall be honest and trustworthy, and shall not engage in unfair competition by means of malicious evaluation, malicious complaint, slander, false order, malicious price down. In transactions or exchanges with students, customers, suppliers, administrative organs and other parties, the service provider guarantees that the identity of its independent partner will be clearly stated and shall not make any statement, behavior or hint that is easy to mislead Party B's identity. The service provider does not use the official partner's identity or the convenience of project implementation to promote, promote any products or services that are not within the scope of the service market cooperation, or carry out any related behavior to any third party such as students, merchants, etc.
2 Service providers should strive to improve the experience and level of products and services, and prohibit unfair competition on the platform through malicious low prices. In this regard, service providers should abide by the recommended guidance price policy stipulated by the platform to maintain the sound development of the industry: if you are an enterprise ERP software service provider, you should sell services to customers at a price not less than the recommended transaction price of no less than the category: RMB 30 per month. Other category service markets will limit the lowest recommended selling price based on seller needs and platform strategy.
f) [Code of Conduct] Service providers shall abide by the following codes of conduct:
1 All entry information and materials submitted or filled in shall be true, accurate and valid, and false qualifications or false information shall not be used for entry. Any change (or invalidation) of entry materials shall be reported to the service market within 30 days from the date of change (or invalidation);
2 Service providers shall not disclose, embezzle or authorize others to use orderer information, order information or service market data (including but not limited to obtaining other people's ID cards, email addresses, mobile phone numbers, bank accounts, Alipay accounts and other personal or enterprise privacy information);
3. It is not allowed to abuse, intimidate, threaten, maliciously harass the orderer;
4. Do not commit fraud against the subscriber;
5 Service providers and subscribers should communicate through Alibaba Wangwang. During the communication process or in the demand description, non-Alibaba Wangwang chat tool content such as "QQ" and "YY" shall not appear;
6 When a complaint occurs, relevant complaints should be responded to and dealt with in a timely manner in accordance with the ** service category management rules, and the second child of the category shall not rely on category to intervene in the handling of complaints and disputes; when the service market and the market business of various industries intervene in handling complaints and disputes, they shall not passively treat the service market for investigation and evidence collection.
Article 5 Handling of violations
Service providers or their published services shall comply with these rules and AliExpress Service Market Management Standards for control. The identification and handling of violations shall be carried out in accordance with regulations on the basis of evidence or confirmation of violations, but the service market has the right to aggravate or mitigate the handling according to the actual serious situation of violations. For sellers who violate the regulations, the service market will punish or withdraw them in accordance with the following rules. The specific violations are handled as follows:
Type of violation | Illegal content | deduct points. | Type of processing | Processing cycle | |
Service provider's basic information violation | Illegal or tort | The name, logo, details, callback address, content, etc. of the service/app include suspected obscene, pornographic, immoral, fraudulent, defamation (including commercial defamation), illegal intimidation or illegal harassment in violation of national laws and regulations (including but not limited to laws regulating Internet sites, Internet information, unfair competition) Relevant information about laws, regulations, regulations or rules, the same below) or suspected infringement of the legitimate rights or interests of third parties (including but not limited to intellectual property rights, the same below) | 3 | service block | ten days |
The service/application is suspected of violating national laws and regulations or infringing the legitimate rights or interests of any third party; | 3 | service block | ten days | ||
The application directly or indirectly links to the following contents: (1) goods or services prohibited by national laws and regulations; (2) goods or services that do not have the right to link or include. | 3 | service block | ten days | ||
False propaganda, exaggerated descriptions, abuse or excessive commitment, etc. | Functional and effective publicity such as false propaganda, exaggerated description, abuse or excessive commitment in service title, service details page, service internal pop-up window banner, service promotion banner, etc. | 1 | service block | five days | |
Use official and secondary two names without permission in service titles, service details pages, service internal pop-up banners, service publicity banners, etc., or communicate with members, or use official event names/logo/templates/identifiers without permission. | 1 | service block | five days | ||
Publicize in the name of invalid official activities/products in service titles, service details pages, internal pop-up window banners, service publicity banners, etc.; or in the name of invalid Taobao partners; or in the name of sellers who have not ordered the service. | 1 | service block | five days | ||
Do not have publicity and descriptions that do not conform to the functions of the tool. | 1 | service block | five days | ||
Other violations of relevant laws and regulations such as advertising law (including but not limited to: service introduction, detailed description containing absolute terms, etc.) | 1 | service block | five days | ||
Unauthorized release and transmission of other people's private information, suspected of infringing on other people's privacy rights | 4 | service block | ten days | ||
Disclosure, use or authorization of others to use business information without official/merchant consent | 4 | service block | ten days | ||
In daily business activities, the image of AliExpress platform is seriously damaged. | 10 | All service blocks | thirty days | ||
Non-standard service description | The service title, details page, service or service provider logo contains illegal words (note) | five point five | Service removed from sale | three days | |
The detailed description is not perfect, and the corresponding introduction module is missing, which affects the membership experience. | five point five | Service removed from sale | three days | ||
The service function is not related to Taobao, AliExpress and other businesses. | five point five | Service removed from sale | three days | ||
Service title or service details description duplicate stacked keywords | five point five | Service removed from sale | three days | ||
The service contains advertising information that is not related to the seller's service platform application. | 1 | service block | five days | ||
Service providers repeatedly publish the same or approximate services | 1 | service block | five days | ||
No category publishing service related to service type selected | 1 | service block | five days | ||
The service description is not standardized (serious) | No category publishing services related to the service type are selected, and the circumstances are serious, including but not limited to multiple illegal publishing or misplacement categories of services in special categories such as agent operation services. | 4 | service block | ten days | |
Ionical service pricing | There is false free service. | 2 | service block | seven days | |
Violate the basic pricing specifications of various items | 2 | service block | seven days | ||
Service providers add features/services that are prohibited from publishing by the platform | App functions or service providers harm the interests of members, or facilitate or help others to harm the interests of members. | 2 | service block | seven days | |
Applications developed by service providers contain rules related to Taobao (www.taobao.com) (http://rule.taobao.com/index.htm), Tmall (www.tmall.com) rules (www.tmall.c) om/wow/seller/act/guize), AliExpress (www.aliepress.com) rules (https://sell.aliexpress.com/zh/__pc/rule_detail.ht m? spm=5261.8113035.111.1.16ac7c27DsKIdI) Contrary function | 2 | service block | seven days | ||
The core functions of the application (meaning: the functions required by the category when it is first launched;) must meet the category definition in the category access rules to which they belong. Since the first review of the application went online, the service provider changed the function of the application, causing the core function to obviously not meet the definition of the category. | 2 | service block | seven days | ||
The application contains relevant links or instructions to inform or induce users to log in, register and use on platforms other than the platform; | 2 | service block | seven days | ||
Functions that harass members or affect members' browsing paths | 2 | service block | seven days | ||
Picture storage service, or grab the picture link and replace it on the baby details page. | 2 | service block | seven days | ||
Taobao (www.taobao.com) inter-store baby traffic exchange service | 2 | service block | seven days | ||
Recharge services such as mobile phone bills and point cards | 2 | service block | seven days | ||
Provide or guide members to channel orders and transactions of goods outside Taobao, or have such potential risks, which may cause transaction security risks or may lead to user data leakage. | 3 | service block | ten days | ||
Provide merchants with the functions of cashback, free order and full 5-point cashback, and provide merchants with SMS sending services with relevant information such as cashback, free order and full 5-point cashback. | 3 | service block | ten days | ||
Develop subordinate agents or partners without the permission of the platform to outsource all or any part of the project. | 3 | service block | ten days | ||
UMP interface abuse | Full-to-man delivery tool to do non-full-to-full delivery function (such as jumping out of conditions to complete the discount for goods, etc.) | 2 | service block | seven days | |
Guide sellers to set the activity title to achieve inconsistency between display prices and transaction prices. | 2 | service block | seven days | ||
Finally achieve discounts for individual goods through order-level tools, and guide buyers to buy in disguised form such as showing the original price at the transaction price in the Details product promotion area. | 2 | service block | seven days | ||
Module function violation | The foreground display module has links to other websites and Taoke jump links. | 2 | service block | seven days | |
When members (including buyers and sellers) browse stores with installed foreground display modules, there is a function of actively jumping the store page without any click behavior. | 2 | service block | seven days | ||
The foreground display module does not provide the function of allowing sellers to delete or uninstall code directly. | 2 | service block | seven days | ||
The application did not realize Aliexpress users from login-free. When the user logged in to the registration entrance again, the user was required to enter Aliexpress, Alipay and other accounts/passwords, resulting in the leakage of Aliexpress member account passwords. | 10 | All service blocks | thirty days | ||
ISV all operational data, including but not limited to user information (including Wangwang ID, mobile phone number, address, etc.) and product usage data, ISV saves, uses or authorizes others to use it for any purpose without the Aliexpress open platform and the prior written consent of users; | 10 | All service blocks | thirty days | ||
ISV exists but is not limited to the following behaviors, and has serious effects: a. Conceal the defects it finds and maliciously use them; b. Modify the server security configuration without authorization, resulting in security accidents; c. Try account rights, install backdoor programs and other hazards to system security. | 10 | All service blocks | thirty days | ||
ISV maliciously blocks AliexpressIP, affecting the daily isolation of applications on the open platform. | 10 | All service blocks | thirty days | ||
Service provider's behavior violation | unfair competition | Plagiarism, malicious evaluation or other unfair competition between service providers | 3 | service block | ten days |
Service providers use the evaluation/message interface to publish advertising information, forge or tamper with member comments/message | 3 | service block | ten days | ||
Service providers use keywords such as "good comment cashback", "full 5-point cashback", "crap-back", "order-free" to guide merchants to make unobjective comments on tools and services. | 3 | service block | ten days | ||
Service providers use behaviors such as helping merchants pay on behalf of others and recharge on behalf of Alipay for unfair competition. | 3 | service block | ten days | ||
Service response, complaint over-limited | Service provider complaints exceed 8 times/month (nearly 30 days) | 4 | All service blocks | ten days | |
Member complaints were not handled in time for more than 5 days, or feedback from members and platforms was not answered for more than 2 days. | 4 | All service blocks | ten days | ||
The service punished for violations has not corrected all violations for more than 1 month. | 4 | All service blocks | ten days | ||
Service provider complaints exceed 12 times/month (nearly 30 days) | 10 | All service blocks | thirty days | ||
The service provider refused to provide merchant services, and the platform intervened 3 times without feedback. | 12 | Service provider clearance | Permanent residence | ||
Transaction security prevention and control violations | The service provider has false transaction behavior. | 3 | service block | ten days | |
Service providers guide or help members violate Taobao and AliExpress rules | 3 | service block | ten days | ||
The service provider induces members to confirm payment in advance, resulting in damage to interests. | 3 | service block | ten days | ||
Violation of various access rules (violations other than service pricing and service release) | 3 | service block | ten days | ||
Failure to report the real partnership service platform and causes complaints | 10 | All service blocks | thirty days | ||
The paid service does not adopt the unified order payment system of Taobao service market to guide members to conduct off-site transactions. | 12 | Service provider clearance | Permanent residence | ||
(High-risk sellers) The service provider's refund dispute volume is serious and fails to deal with it in a timely, active and effective manner. | — | share and freeze. | Artificial thawing (apply to the second child when the penalty expires) | ||
Sensitive information such as high-risk ports, management interfaces, source code directories, etc. of the application system is leaked and found externally. | 10 | All service blocks | thirty days | ||
Breach of performance pledge | The service provider fails to provide the promised service to the member as agreed, which hinders the rights and interests of the member. | 3 | service block | ten days | |
The service provider closes the software\spension service in advance without the consent of the merchant. | 3 | service block | ten days | ||
Promise sales to partner brands or manufacturers | 3 | service block | ten days | ||
The store where the service provider provides operating services has serious violations and been cleared. | 10 | All service blocks | thirty days | ||
Account for sale and transfer | Unauthorized service providers sell, transfer apps and service accounts | 12 | Service provider clearance | Permanent residence | |
Fraud of occupancy information | The service provider submits application occupancy information and information fraud (for example, the tool/system applied by the merchant for background system access is not self-developed) | 12 | Service provider clearance | Permanent residence | |
Integrity issues | Service providers bribe Taobao Xiaoer and other violations of the relevant provisions of the Code of Conduct for Partners | 12 | Service provider clearance | Permanent residence | |
The shareholder of the service provider company is Alibaba's on-the-job employee/the shareholder of the service provider company is an associate but has not declared. | 12 | Service provider clearance | Permanent residence | ||
defraud others of property. | There are a large number of merchants complaining about non-performance within a certain period of time, and there is no effective response after multiple contacts. After comprehensive judgment by the service market, there are reasons to believe that the service provider has no intention to perform the contract, is suspected of illegally acquiring other people's property and infringing on the property rights of others for the purpose of illegal profit. | 12 | Service provider clearance | Permanent residence | |
unstable service | Server failure occurred in the service | The service provider does not provide stable, reliable and legal services, and the service interruption service issued exceeds one working day. | 1 | service block | five days |
Due to system upgrades, computer room adjustments, line switching and other reasons, the service provider interrupts the service without announcing to the user on its service page 3 days in advance. | 1 | service block | five days | ||
The service cannot provide services normally due to attacks such as DDOS. | 1 | service block | five days | ||
The service is not accessible properly. | The average accessibility rate of the service for 7 consecutive days is 0 | — | Service removed from sale | — | |
Average accessibility rate of services for 7 consecutive days > 50%, <90% | 2 | service block | seven days | ||
Average accessibility rate of services for 7 consecutive days > 0,≤50% | 3 | service block | ten days | ||
The service provider's application service fails the performance test or the application service is defective, and its application service is unavailable for a long time (3 hours or more), or affects a large number of merchants (influencing more than 300 merchants) | 3 | service block | ten days | ||
service has been stopped. | The service provider has stopped the service or judged that the service has not actually been provided and has not been removed from sale. | — | service block | permanent | |
AliExpress Merchant Service Market Management Specification
Article 1 Overview
Article 2 Definition
Article 3 Entry conditions for all kinds of items
Article 4 Code of Conduct Management
Article 5 Handling of violations of various items
Article 6 Service Clearance
Article 1 Overview
1.1 In order to maintain the trading order of AliExpress service categories (hereinafter referred to as "service categories") and protect the legitimate rights and interests of software service category service subscribers and service providers, AliExpress Service Market is based on relevant agreements and rules such as AliExpress Platform Service Agreement and AliExpress Service Market Service Agreement, Regular specifications.
1.2 This specification is used to standardize the entry and withdrawal of service providers from relevant service categories, business activities in relevant service categories and their consequences.
1.3 Service providers shall abide by the AliExpress Platform Rules, AliExpress Service Market Service Agreement and the relevant provisions of this specification. If there are special provisions in these Norms, they shall be implemented in accordance with these Norms.
Article 2 Definition
2.1 Service market: refers to Alibaba AliExpress merchant service market provided by Alibaba to AliExpress seller members and service providers, whose URL is http:// seller.aliexpress.com (or URL modified from time to time according to service market business needs).
2.2 Service provider: refers to the unit that publishes services or applications through the service market and carries out services or sells goods online in accordance with the provisions of this agreement.
2.3 Service goods: refers to the specific services released by the service provider in the service market and wishes to provide to customers, including operation services, software services, training services, design services, photography and video services.
2.4 Operation services: refers to the overall store hosting operation service or individual operation service provided by the customer by a contractual entrustment of a professional e-commerce service provider. The overall hosting service (hereinafter referred to as "agency operation service") includes the services that the service provider conducts store-wide operation and maintenance of AliExpress stores to achieve the goals set by customers, including but not limited to event planning, commodity management, traffic expansion, data analysis, etc. Individual services are store operation-related services provided by service providers to customers, including but not limited to pre-sales proposals, store entry, commodity management, event planning, event execution, traffic expansion data analysis, e-commerce systems, warehousing logistics, personnel training, brand marketing, channel hosting, etc.
2.5 Software services: refers to the applications developed by software service providers through Taobao open platforms that can be used on AliExpress websites. Application refers to the software or service developed by the service provider based on Taobao open platform. The term "application" in this agreement refers to the main application published and displayed in the service market by the service provider, and does not include the value-added functions or services of the main application independently developed for the business scenario of the main application, built into the main application, and can be ordered separately by users (hereinafter referred to as "in-purchased application") ).
2.6 Training services: refers to the services provided by the service provider to sellers aimed at helping AliExpress sellers carry out cross-border e-commerce and AliExpress use related training or courses.
2.7 Picture design service: refers to the service provider service market, including but not limited to pictures and other visual design and processing, logo design, picture tools, store decoration template design services, store VI visual system, etc.
2.8 Video services: refers to the photography and video services provided to customers by professional photography or video service providers in the service market, including but not limited to photo photography, photo processing, video shooting, video production and processing, celebrity and model brokerage services, video tools, etc.
2.9 Users or customers: refers to AliExpress sellers who use the service market or order software or services through the service market.
Article 3 Entry conditions for all kinds of items
3.1 Service providers of various categories shall ensure that the following qualification requirements are met during the period of entering the service market, releasing and providing relevant category services:
1) Software service provider qualification:
a) The business scope has software development content;
b) Experience and professional ability in software development and operation;
c) Have stable servers and other basic conditions.
2) Qualifications of agent operation service providers:
a) Legal existence of the enterprise;
b) Experience and ability in e-commerce operation, including stable operation, customer service, design team, etc.
3) Training service provider qualification:
a) The business scope of the Business License shall contain "education" or "training";
b) Engaged in training operations for one year or more;
c) Business operation compliance is legal.
4) Design service category service provider qualification:
a) Have web technology or web design ability in the business scope;
b) Experience and professional ability in web page development, web design, graphic design and advertising design;
c) Stable design team, certain translation and multilingual customer service ability.
5) Qualifications of camera and video category service providers:
a) The business scope includes photography, video production, model brokerage, etc.;
b) Experience and professional ability in e-commerce video and video production in related services
c) Stable camera photography team, venue, equipment, customer operation team, etc.
3.2 In order to protect the interests of merchants, the service market has the right to require the service provider to submit relevant materials or works during or after the service provider's application for entry to prove the qualification level of the service provider. The service market has the right to independently judge whether the service provider still meets the qualification requirements, and shall deal with it in accordance with the agreement and this specification according to the judgment results.
3.3 The service market only judges the materials submitted by the service provider according to the non-professional level, does not endorse and guarantee the qualifications and capabilities of the service provider, and does not assume any responsibility for the service provider's services.
Article 4 Code of Conduct Management
1. Service release specifications
In addition to complying with the relevant provisions of AliExpress Platform Rules on the release of goods and information, service providers must also comply with the following service release requirements:
a) Service elements such as service titles, pictures, attributes, prices, design specifications, delivery standards, quantities, service descriptions and after-sales service elements should be matched;
b) Successful cases cited in service release must be true and accurate without exaggerated or misleading publicity;
c) The information that must be explained, such as the content of the service that can be provided, the duration of the service, the quality of the service, and the remuneration for the service shall be described truthfully and completely;
d) No prohibition and restriction information listed in the "Sale" shall not be published;
e) Advertising information shall not be published, and service items or information content not related to the service shall not be published;
f) Exaggerated propaganda or excessive commitment such as "unique" and "excellent" shall not be used in the published service or information content;
g) External links (referring to links under all non-aliexpress.com domain names) or other functions that can jump directly to third-party websites shall not appear, and the identity of third-party websites shall not appear;
h) Invalid services shall not be published.
2. Service provision specifications
a) [Service Commitment] Service providers should actively improve their own business conditions and provide high-quality and efficient services for subscribers. The service provider shall abide by the following performance commitments:
1 The service provider shall provide services to the orderer in accordance with the agreement (including but not limited to the content of the order and the service commitment made by the service provider to the orderer);
2. In the process of providing services, service providers shall not commit abuse, intimidation, threats, malicious harassment, fraud and other acts;
3 Service providers should respond positively and properly handle complaints and questions from the orderer.
4 Service providers need to provide sellers with high-quality services, and the number of seller complaints per month shall not exceed the requirements stipulated in the service market and the market business of various industries.
5 The service provider needs to sign a contract with the seller to stipulate the behavior of both parties and upload the service agreement on the system. The service agreement needs to be detailedly stated the promised service effect.
b) [Transaction Restrictions] After reaching a purchase intention with the service provider on its published services, the subscriber shall not guide the subscriber to conduct transactions outside the service customization market, and shall not evade the online transaction process of the service customization market by any means.
c) [Prohibit improper use of the rights of others] Service providers shall not commit any improper use of the rights of others, including but not limited to:
1. The representative service works and success stories provided or published infringe on the intellectual property or other rights of third parties;
2 Without the authorization of AliExpress or its affiliates, service providers use Alibaba, AliExpress, Taobao, Alibaba, Taobao, Tmall, Yitao, Juhuasuan, Alipay in its service logo, service title, service introduction, service details, pictures or other page services. , "Alibaba", Taobao, Ali, Tao, Tall, eTao, Juhuasuan or the name of the affiliate, or any variant, abbreviation or misspelling of the subsidiary logo and pattern of the above brands;
4 Other improper use of the rights of others.
d) [No false transactions] Service providers shall not improperly improve service provider institutional ratings, service ratings or service sales.
e) [Prohibition of unfair competition]
1 Service providers shall be honest and trustworthy, and shall not engage in unfair competition by means of malicious evaluation, malicious complaint, slander, false order, malicious price down. In transactions or exchanges with students, customers, suppliers, administrative organs and other parties, the service provider guarantees that the identity of its independent partner will be clearly stated and shall not make any statement, behavior or hint that is easy to mislead Party B's identity. The service provider does not use the official partner's identity or the convenience of project implementation to promote, promote any products or services that are not within the scope of the service market cooperation, or carry out any related behavior to any third party such as students, merchants, etc.
2 Service providers should strive to improve the experience and level of products and services, and prohibit unfair competition on the platform through malicious low prices. In this regard, service providers should abide by the recommended guidance price policy stipulated by the platform to maintain the sound development of the industry: if you are an enterprise ERP software service provider, you should sell services to customers at a price not less than the recommended transaction price of no less than the category: RMB 30 per month. Other category service markets will limit the lowest recommended selling price based on seller needs and platform strategy.
f) [Code of Conduct] Service providers shall abide by the following codes of conduct:
1 All entry information and materials submitted or filled in shall be true, accurate and valid, and false qualifications or false information shall not be used for entry. Any change (or invalidation) of entry materials shall be reported to the service market within 30 days from the date of change (or invalidation);
2 Service providers shall not disclose, embezzle or authorize others to use orderer information, order information or service market data (including but not limited to obtaining other people's ID cards, email addresses, mobile phone numbers, bank accounts, Alipay accounts and other personal or enterprise privacy information);
3. It is not allowed to abuse, intimidate, threaten, maliciously harass the orderer;
4. Do not commit fraud against the subscriber;
5 Service providers and subscribers should communicate through Alibaba Wangwang. During the communication process or in the demand description, non-Alibaba Wangwang chat tool content such as "QQ" and "YY" shall not appear;
6 When a complaint occurs, relevant complaints should be responded to and dealt with in a timely manner in accordance with the ** service category management rules, and the second child of the category shall not rely on category to intervene in the handling of complaints and disputes; when the service market and the market business of various industries intervene in handling complaints and disputes, they shall not passively treat the service market for investigation and evidence collection.
Article 5 Handling of violations
Service providers or their published services shall comply with these rules and AliExpress Service Market Management Standards for control. The identification and handling of violations shall be carried out in accordance with regulations on the basis of evidence or confirmation of violations, but the service market has the right to aggravate or mitigate the handling according to the actual serious situation of violations. For sellers who violate the regulations, the service market will punish or withdraw them in accordance with the following rules. The specific violations are handled as follows:
Type of violation | Illegal content | deduct points. | Type of processing | Processing cycle | |
Service provider's basic information violation | Illegal or tort | The name, logo, details, callback address, content, etc. of the service/app include suspected obscene, pornographic, immoral, fraudulent, defamation (including commercial defamation), illegal intimidation or illegal harassment in violation of national laws and regulations (including but not limited to laws regulating Internet sites, Internet information, unfair competition) Relevant information about laws, regulations, regulations or rules, the same below) or suspected infringement of the legitimate rights or interests of third parties (including but not limited to intellectual property rights, the same below) | 3 | service block | ten days |
The service/application is suspected of violating national laws and regulations or infringing the legitimate rights or interests of any third party; | 3 | service block | ten days | ||
The application directly or indirectly links to the following contents: (1) goods or services prohibited by national laws and regulations; (2) goods or services that do not have the right to link or include. | 3 | service block | ten days | ||
False propaganda, exaggerated descriptions, abuse or excessive commitment, etc. | Functional and effective publicity such as false propaganda, exaggerated description, abuse or excessive commitment in service title, service details page, service internal pop-up window banner, service promotion banner, etc. | 1 | service block | five days | |
Use official and secondary two names without permission in service titles, service details pages, service internal pop-up banners, service publicity banners, etc., or communicate with members, or use official event names/logo/templates/identifiers without permission. | 1 | service block | five days | ||
Publicize in the name of invalid official activities/products in service titles, service details pages, internal pop-up window banners, service publicity banners, etc.; or in the name of invalid Taobao partners; or in the name of sellers who have not ordered the service. | 1 | service block | five days | ||
Do not have publicity and descriptions that do not conform to the functions of the tool. | 1 | service block | five days | ||
Other violations of relevant laws and regulations such as advertising law (including but not limited to: service introduction, detailed description containing absolute terms, etc.) | 1 | service block | five days | ||
Unauthorized release and transmission of other people's private information, suspected of infringing on other people's privacy rights | 4 | service block | ten days | ||
Disclosure, use or authorization of others to use business information without official/merchant consent | 4 | service block | ten days | ||
In daily business activities, the image of AliExpress platform is seriously damaged. | 10 | All service blocks | thirty days | ||
Non-standard service description | The service title, details page, service or service provider logo contains illegal words (note) | five point five | Service removed from sale | three days | |
The detailed description is not perfect, and the corresponding introduction module is missing, which affects the membership experience. | five point five | Service removed from sale | three days | ||
The service function is not related to Taobao, AliExpress and other businesses. | five point five | Service removed from sale | three days | ||
Service title or service details description duplicate stacked keywords | five point five | Service removed from sale | three days | ||
The service contains advertising information that is not related to the seller's service platform application. | 1 | service block | five days | ||
Service providers repeatedly publish the same or approximate services | 1 | service block | five days | ||
No category publishing service related to service type selected | 1 | service block | five days | ||
The service description is not standardized (serious) | No category publishing services related to the service type are selected, and the circumstances are serious, including but not limited to multiple illegal publishing or misplacement categories of services in special categories such as agent operation services. | 4 | service block | ten days | |
Ionical service pricing | There is false free service. | 2 | service block | seven days | |
Violate the basic pricing specifications of various items | 2 | service block | seven days | ||
Service providers add features/services that are prohibited from publishing by the platform | App functions or service providers harm the interests of members, or facilitate or help others to harm the interests of members. | 2 | service block | seven days | |
Applications developed by service providers contain rules related to Taobao (www.taobao.com) (http://rule.taobao.com/index.htm), Tmall (www.tmall.com) rules (www.tmall.c) om/wow/seller/act/guize), AliExpress (www.aliepress.com) rules (https://sell.aliexpress.com/zh/__pc/rule_detail.ht m? spm=5261.8113035.111.1.16ac7c27DsKIdI) Contrary function | 2 | service block | seven days | ||
The core functions of the application (meaning: the functions required by the category when it is first launched;) must meet the category definition in the category access rules to which they belong. Since the first review of the application went online, the service provider changed the function of the application, causing the core function to obviously not meet the definition of the category. | 2 | service block | seven days | ||
The application contains relevant links or instructions to inform or induce users to log in, register and use on platforms other than the platform; | 2 | service block | seven days | ||
Functions that harass members or affect members' browsing paths | 2 | service block | seven days | ||
Picture storage service, or grab the picture link and replace it on the baby details page. | 2 | service block | seven days | ||
Taobao (www.taobao.com) inter-store baby traffic exchange service | 2 | service block | seven days | ||
Recharge services such as mobile phone bills and point cards | 2 | service block | seven days | ||
Provide or guide members to channel orders and transactions of goods outside Taobao, or have such potential risks, which may cause transaction security risks or may lead to user data leakage. | 3 | service block | ten days | ||
Provide merchants with the functions of cashback, free order and full 5-point cashback, and provide merchants with SMS sending services with relevant information such as cashback, free order and full 5-point cashback. | 3 | service block | ten days | ||
Develop subordinate agents or partners without the permission of the platform to outsource all or any part of the project. | 3 | service block | ten days | ||
UMP interface abuse | Full-to-man delivery tool to do non-full-to-full delivery function (such as jumping out of conditions to complete the discount for goods, etc.) | 2 | service block | seven days | |
Guide sellers to set the activity title to achieve inconsistency between display prices and transaction prices. | 2 | service block | seven days | ||
Finally achieve discounts for individual goods through order-level tools, and guide buyers to buy in disguised form such as showing the original price at the transaction price in the Details product promotion area. | 2 | service block | seven days | ||
Module function violation | The foreground display module has links to other websites and Taoke jump links. | 2 | service block | seven days | |
When members (including buyers and sellers) browse stores with installed foreground display modules, there is a function of actively jumping the store page without any click behavior. | 2 | service block | seven days | ||
The foreground display module does not provide the function of allowing sellers to delete or uninstall code directly. | 2 | service block | seven days | ||
The application did not realize Aliexpress users from login-free. When the user logged in to the registration entrance again, the user was required to enter Aliexpress, Alipay and other accounts/passwords, resulting in the leakage of Aliexpress member account passwords. | 10 | All service blocks | thirty days | ||
ISV all operational data, including but not limited to user information (including Wangwang ID, mobile phone number, address, etc.) and product usage data, ISV saves, uses or authorizes others to use it for any purpose without the Aliexpress open platform and the prior written consent of users; | 10 | All service blocks | thirty days | ||
ISV exists but is not limited to the following behaviors, and has serious effects: a. Conceal the defects it finds and maliciously use them; b. Modify the server security configuration without authorization, resulting in security accidents; c. Try account rights, install backdoor programs and other hazards to system security. | 10 | All service blocks | thirty days | ||
ISV maliciously blocks AliexpressIP, affecting the daily isolation of applications on the open platform. | 10 | All service blocks | thirty days | ||
Service provider's behavior violation | unfair competition | Plagiarism, malicious evaluation or other unfair competition between service providers | 3 | service block | ten days |
Service providers use the evaluation/message interface to publish advertising information, forge or tamper with member comments/message | 3 | service block | ten days | ||
Service providers use keywords such as "good comment cashback", "full 5-point cashback", "crap-back", "order-free" to guide merchants to make unobjective comments on tools and services. | 3 | service block | ten days | ||
Service providers use behaviors such as helping merchants pay on behalf of others and recharge on behalf of Alipay for unfair competition. | 3 | service block | ten days | ||
Service response, complaint over-limited | Service provider complaints exceed 8 times/month (nearly 30 days) | 4 | All service blocks | ten days | |
Member complaints were not handled in time for more than 5 days, or feedback from members and platforms was not answered for more than 2 days. | 4 | All service blocks | ten days | ||
The service punished for violations has not corrected all violations for more than 1 month. | 4 | All service blocks | ten days | ||
Service provider complaints exceed 12 times/month (nearly 30 days) | 10 | All service blocks | thirty days | ||
The service provider refused to provide merchant services, and the platform intervened 3 times without feedback. | 12 | Service provider clearance | Permanent residence | ||
Transaction security prevention and control violations | The service provider has false transaction behavior. | 3 | service block | ten days | |
Service providers guide or help members violate Taobao and AliExpress rules | 3 | service block | ten days | ||
The service provider induces members to confirm payment in advance, resulting in damage to interests. | 3 | service block | ten days | ||
Violation of various access rules (violations other than service pricing and service release) | 3 | service block | ten days | ||
Failure to report the real partnership service platform and causes complaints | 10 | All service blocks | thirty days | ||
The paid service does not adopt the unified order payment system of Taobao service market to guide members to conduct off-site transactions. | 12 | Service provider clearance | Permanent residence | ||
(High-risk sellers) The service provider's refund dispute volume is serious and fails to deal with it in a timely, active and effective manner. | — | share and freeze. | Artificial thawing (apply to the second child when the penalty expires) | ||
Sensitive information such as high-risk ports, management interfaces, source code directories, etc. of the application system is leaked and found externally. | 10 | All service blocks | thirty days | ||
Breach of performance pledge | The service provider fails to provide the promised service to the member as agreed, which hinders the rights and interests of the member. | 3 | service block | ten days | |
The service provider closes the software\spension service in advance without the consent of the merchant. | 3 | service block | ten days | ||
Promise sales to partner brands or manufacturers | 3 | service block | ten days | ||
The store where the service provider provides operating services has serious violations and been cleared. | 10 | All service blocks | thirty days | ||
Account for sale and transfer | Unauthorized service providers sell, transfer apps and service accounts | 12 | Service provider clearance | Permanent residence | |
Fraud of occupancy information | The service provider submits application occupancy information and information fraud (for example, the tool/system applied by the merchant for background system access is not self-developed) | 12 | Service provider clearance | Permanent residence | |
Integrity issues | Service providers bribe Taobao Xiaoer and other violations of the relevant provisions of the Code of Conduct for Partners | 12 | Service provider clearance | Permanent residence | |
The shareholder of the service provider company is Alibaba's on-the-job employee/the shareholder of the service provider company is an associate but has not declared. | 12 | Service provider clearance | Permanent residence | ||
defraud others of property. | There are a large number of merchants complaining about non-performance within a certain period of time, and there is no effective response after multiple contacts. After comprehensive judgment by the service market, there are reasons to believe that the service provider has no intention to perform the contract, is suspected of illegally acquiring other people's property and infringing on the property rights of others for the purpose of illegal profit. | 12 | Service provider clearance | Permanent residence | |
unstable service | Server failure occurred in the service | The service provider does not provide stable, reliable and legal services, and the service interruption service issued exceeds one working day. | 1 | service block | five days |
Due to system upgrades, computer room adjustments, line switching and other reasons, the service provider interrupts the service without announcing to the user on its service page 3 days in advance. | 1 | service block | five days | ||
The service cannot provide services normally due to attacks such as DDOS. | 1 | service block | five days | ||
The service is not accessible properly. | The average accessibility rate of the service for 7 consecutive days is 0 | — | Service removed from sale | — | |
Average accessibility rate of services for 7 consecutive days > 50%, <90% | 2 | service block | seven days | ||
Average accessibility rate of services for 7 consecutive days > 0,≤50% | 3 | service block | ten days | ||
The service provider's application service fails the performance test or the application service is defective, and its application service is unavailable for a long time (3 hours or more), or affects a large number of merchants (influencing more than 300 merchants) | 3 | service block | ten days | ||
service has been stopped. | The service provider has stopped the service or judged that the service has not actually been provided and has not been removed from sale. | — | service block | permanent | |
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