AliExpress Cross-border Merchant Service Capability Assessment Criteria

Announcement Date: 2021-12

AliExpress has always been committed to providing consumers?!? with high-quality services. The seller's service capability level and the level of each service indicator directly reflect the seller's service. The results of the service indicator assessment will determine whether the store can operate normally and whether it can be recommended by AliExpress. , Whether you are eligible to participate in AliExpress platform activities and related programs. The assessment of the service level of AliExpress Chinese sellers focuses on the three assessments of logistics performance, product quality and customer service. In the past, the platform has been conducting relevant assessments and evaluations on the service capabilities of merchants. This time, the specific content is announced, and it is hoped that merchants will continue to improve their service capabilities by referring to the basic requirements. At the same time, the platform reserves the right to adjust the rules in a timely manner.

This assessment standard was officially released on December 20, 2021, Beijing time . During an assessment period, the platform considers the implementation stage of the new standard and the protection of merchants during the adaptation period. The first assessment period will not deduct points from stores. The second assessment period is from January 27, 2022 to February 26, 2022, and the formal assessment and punishment will be launched on February 26 . Subsequent examinations will be conducted on the 27th of each month.

If the violations of the merchants are particularly serious, and the indicators have touched the serious violations, the platform reserves the right to execute immediately based on the experience of consumers, and sellers are requested to operate with integrity.

For relevant assessment indicators, merchants can log in to the merchant background >> store >> store performance >> seller service sub-query

An overview of the assessment standards 1. Overview of assessment indicators

Assessment scope Scenes

Assessment indicators

Indicator caliber (numerator, denominator)

performance indicators

Not to sell refers to the behavior that after the buyer pays for the order, the seller fails to deliver the order within the time limit. The above-mentioned overdue refers to the failure to upload the waybill number before the seller's delivery time limit (including partial shipments that have not been confirmed for all shipments before the seller's delivery time-out limit), resulting in the order being closed by the system.

Note: If the customer voluntarily cancels the order, it will not be included in the "Deal and Not Sell" assessment.

No sell rate

Numerator: In the past 30 days, the seller has shipped overtime orders

Denominator: In the past 30 days, the seller has shipped overtime orders + the total number of orders shipped

Note: The statistical time is a natural day

The 5-day online rate means that after the buyer pays for the order, the seller delivers the goods in time and provides effective logistics tracking information. It can improve the user's shopping experience and enhance their sense of trust, greatly reduce the rate of disputes over unreceived goods, and improve the service score of DSR sellers.

5-day internet rate

Numerator: The number of orders that have been shipped in the past 30 days and (logistics online time - payment successful (risk control audit successful) time is less than or equal to 5 days;

Denominator: The number of orders successfully paid (successful risk control review) in the past 30 days - the number of orders successfully cancelled/overdue cancellation);

Note: The statistical time is all natural days. Considering the feedback delay of logistics online time, the unified will reserve 5 days. For example: the data on January 8, the statistics are the data of 30 days backward on January 1. Statistics on National Day and Spring Festival holidays will be postponed and will not be counted into 5 days. The 5-day Internet access rate evaluates the 5-day Internet access of the merchants in the past 30 days of orders.

Disputes over non-receipt of goods refer to the fact that the buyer lodges a refund order because the goods are not received. The scenarios include that the goods are still in transit, the wrong address is detained by the customs, the package is returned by the logistics, and the logistics information cannot be queried by the waybill number. Among them, the order that the buyer voluntarily cancels the refund is not included in the assessment.

Unreceived goods dispute rate

Numerator: In the past 30 days, the number of refund orders filed by buyers because they did not receive the goods—the number of orders that buyers voluntarily canceled for refunds Denominator: In the past 30 days, the buyer confirmed the receipt of the goods + confirmed the

receipt of the goods overtime + the number of orders for which the buyer requested a refund Note: The statistical time is a natural day

Quality index

The product received by the buyer does not match the description or promise of the seller when the transaction is concluded in terms of categories, parameters, materials, specifications, etc., the dispute rate due to the wrong version of the product initiated, and the buyer's reason will not be included in the assessment.

Dispute rate of wrong goods

Numerator: In the past 30 days, the number of orders refunded by buyers due to incorrect goods—the number of orders that buyers voluntarily canceled refunds

Denominator: In the past 30 days, the buyer confirmed the receipt of the goods + confirmed the receipt of the goods overtime + the number of orders for which the buyer requested a refund Note: The statistical time is a natural day

The proportion of positive reviews among buyers' ratings of the consistency between the ordered product and the product description.

30-day positive rating

Numerator: The number of buyers who rated the product description as 4 or 5 in the past 30 days

Denominator: The number of buyers who rated the product description as 1, 2, 4, and 5 in the past 30 days

Note: The statistical time is a natural day

The overall average score in the buyer's score for the consistency of the ordered product and the product description.

Store DSR product description points

Average DSR ratings for product description items in the past 30 days

Note: The statistical time is a natural day

2. Overview of Penalty Standards

For merchants that do not pass the service index assessment, the platform will impose disposal points including but not limited to traffic restrictions, product removal and deletion, store deduction, freeze, and store closure.

FAQ:

Q: How does the permanent freeze affect my store?

A: After the store is permanently frozen, the store's product operations will be restricted, all products will be removed from the shelves, and the order message function will be turned off. But it does not affect the store margin.

Q: How to withdraw the deposit after the store is permanently frozen?

A: The deposit can still be withdrawn normally, and it will not be affected. The withdrawal path:

apply for withdrawal from the business category/category, find the corresponding category on the [Account and Authentication] - [My Category Application] page, and click [Apply for withdrawal]. (Direct application link: My Category Application ) My Category Application. Reminder: It takes 3-5 working days for platform review time to withdraw from the category voluntarily.

Q: Can I apply for other business categories to continue to open stores or apply for business category opening again after the penalty is over?

A: The store can no longer continue to operate. Please withdraw from the category and withdraw the margin on your own as soon as possible.

Q: What is the penalty if the store fails to meet two single indicators? How to stack? How to calculate?

A: Referring to this assessment standard, if multiple indicators fail to meet the standard, penalties will be superimposed. If the two indicators are both general violations, the penalty will be deducted by 2 points*2 for a total of 4 points. The maximum point deduction for a single month is 24 points, which are counted under the type of points for transaction violations. Scoring Rules Reference

Q: How long will it take to unfreeze the deposit after submitting the application for withdrawal? A: If the violation is particularly serious, the store will be directly frozen and punished. The deposit will not be deducted, and refunding the deposit requires the merchant to fulfill the contract. If there are no unfinished transactions, unhandled complaints, penalties or disputes within 90 consecutive days, the deposit will be refunded.

Q: The store is deducted 48 points, will the deposit be frozen?

A: For transaction violations and other scoring types, 48 points are deducted or the account is directly closed. The store deposit will be frozen by the platform, and the store cannot withdraw. Rules can refer to

Q: How to download the data details of each assessment indicator for a period of time?

A: At present, you can only view the specific value in the seller service sub-backend, check the path "merchant can log in to the merchant's back-end >> store >> store performance >> seller service sub-inquiry", the time screening and download function are under development, and pay attention to the platform announcement in time. Seller service sub-inquiry

Q : There are objections to the assessment indicators, what should I do?

A: The platform will provide the merchant's various indicator data exemption procedures. In the process of function development, please pay attention to the platform announcement in time

for the specific exemption procedures and methods.

Q: Where can I view my assessment business categories, and which one is the main one?

A: Merchants can log in to the backstage of the merchant - Business Advisor - Homepage to view the information of the main first-level category. It will be updated and launched in mid- January, and the specific online time shall prevail.

2. Logistics performance assessment indicators

Assessment indicators

Assessment cycle

Description of applicable business categories

Assessment criteria

Penalty content

No sell rate

Nearly 30 days on the 27th of every month

All categories

General Violation

Transactions do not sell illegal orders, no less than 5

5%≤No-Sell Rate<15%

2 points deducted, warning

serious violation

Transactions do not sell illegal orders , no less than 5

15%≤No -Sell Rate <20%

12 points will be deducted and the account will be frozen for 7 days

particularly serious

Transactions do not sell illegal orders , no less than 5

Transaction not to sell rate ≥ 20%

Permanently freeze account

Internet rate

Nearly 30 days on the 27th of every month

The main business categories are: jewelry watches (including fine jewelry), clothing and apparel, wedding dresses, luggage and footwear, sports entertainment (including electric scooters) *Special instructions: This standard will take effect from the second assessment period (January 27, 2022 - February 26, 2022), and the first assessment period will be implemented with reference to the standard of "other business categories"

General Violation

Initial assessment criteria: 72 hours of online orders not less than 10 and 72 hours of Internet access rate ≤ 60%

The specific assessment threshold division will be notified in the form of an announcement at that time.

2 points deducted, warning

serious violation

12 points will be deducted and the account will be frozen for 7 days

particularly serious

Permanently freeze account

The main business categories are: 3C digital, built-in storage, mobile hard disk, U disk, recording disk, electronic cigarette, mobile phone, electronic components, automobile and motorcycle accessories, maternal and child toys, household appliances, beauty and personal care, home furniture, home improvement lighting tools

General Violation