Definition: After the seller fills in the invoice number, the order enters the dispute stage when the buyer submits a refund application (dispute). Dispute rate refers to the ratio of the number of orders filed by the buyer for refunds to the number of shipped orders within a certain period of time.
For AliExpress sellers, it is definitely necessary to understand AliExpress's transaction disputes first. If such disputes occur, you naturally need to master the relevant rules. If there is a situation of not receiving the goods, you should also understand the specific reasons.
1. Dispute rate
1) Definition: After the seller fills in the invoice number, the order enters the dispute stage when the buyer submits a refund application (dispute). Dispute rate refers to the ratio of the number of orders filed by the buyer for refunds to the number of shipped orders within a certain period of time.
2) Calculation method: dispute rate = the past 30 days (number of orders filed by the buyer - the number of orders that the buyer voluntarily revoked the refund) / the past 30 days (buyer confirmed receipt + confirmed that the delivery timed + the number of orders filed by the buyer filed a refund (dispute)
2. Ruling filing rate
1) Definition: The buyer and seller cannot reach an agreement on the refund processing initiated by the buyer, and the order will enter the dispute award stage when it is finally submitted to AliExpress for adjudication. The adjudication rate refers to the ratio of the number of orders submitted to the platform for adjudication within a certain period of time to the number of shipped orders.
2) Calculation method: Ruling filing rate = the number of dispute orders submitted to the platform for adjudication in the past 30 days / the past 30 days (buyer confirmation of receipt + confirmation of delivery timeout + buyer filing a refund (dispute) and resolution + number of orders submitted to AliExpress for adjudication)
3. Seller liability award rate
1) Definition: Dispute orders are submitted to AliExpress for decision (claim), and AliExpress will make a one-time decision according to the responsibilities of both buyers and sellers. Seller liability award rate refers to the ratio of the number of orders submitted to the platform for adjudication within a certain period of time and eventually sentenced to the number of shipped orders.
2) Calculation method: Seller liability award rate = the number of dispute orders submitted to the platform for adjudication in the past 30 days and eventually ruled as seller liability/the past 30 days (buyer confirmation of receipt + confirmation of delivery timeout + buyer's refund (dispute) and resolution + submission to AliExpress for ruling (cl aim) and adjudicate the number of completed orders).
What's the reason for not receiving the goods?
The first is that buyers cannot use the logistics order number to track logistics details.
The second situation is that the package is actually on the way to the end customer.
Another situation is that the goods have been seized by the customs.
The fourth situation is that the buyer submitted the wrong shipping address.
Sellers need to check the inbox, whether it is an email or the information center on AliExpress, to ensure that every item sent is shipped to the correct shipping address. In addition, AliExpress sellers need to inform the buyer that if the buyer changes his address or the buyer does not pay taxes to the customs, the goods will be returned to the seller. In addition, sellers also need to pay attention to the return of parcels delivered by ordinary express free, but if commercial express delivery is used, the return fee of goods is quite high once the return occurs. Therefore, AliExpress sellers need to negotiate with buyers to deal with the return fee.
AliExpress dispute settlement process: AliExpress buyers have received the goods
If AliExpress buyers have received the goods, they still submit dispute applications for the following reasons, including product quality problems, product damage, incorrect transportation methods, sales of fake goods, etc.
It is reported that once the buyer submits a dispute application on AliExpress, the seller needs to respond to the dispute within 5 days. If the seller on AliExpress does not respond, the buyer can ask AliExpress to intervene in the judgment. In addition, from the effective date of the judgment, AliExpress provides sellers and buyers with a 10-day processing period for negotiated settlement of disputes.
In addition, if the goods are being sent to the receiving address during the commitment period, the judgment will not take effect. At the same time, AliExpress may generate defective order records for disputes, and AliExpress sellers should check all my bad reviews on AliExpress in time.
Therefore, I strongly recommend that sellers should try to negotiate with buyers in order to deal with all disputes, so as to avoid rulings through AliExpress intervention.
In the process of AliExpress's ruling, AliExpress calculates liability through seller rates, which means that AliExpress will take a one-time claim to determine who is responsible for the dispute. This rate is calculated as follows:
Seller liability ratio = the seller's liability of AliExpress ruling in the last 90 days / the number of orders in the total number of orders in the last 90 days.
That is to say, sellers should not take risks to make a dispute decision with the buyer, because once the seller is the responsible party, he may face AliExpress punishment. More importantly, sellers should pay attention to keeping all the backed-up order details in a timely manner, including email, order tracking details, chat records, etc.
In addition, if the buyer does not submit an order for refund, this means that they can only submit the dispute to AliExpress for a refund. At the same time, once the refund is refunded to the buyer's account, AliExpress may charge some related fees. The following situations are the relevant basic fees that AliExpress may charge:
a. After the order is completed, AliExpress collects 5% of the funds. ( Including freight and order amount)
b. Account registration, account verification, product list, and online store opening fees are completely free of charge;
c. If the store member withdraws, AliExpress will charge $15.
In short, buyers can protect their rights on AliExpress by submitting disputes, but they should first try to communicate or negotiate with sellers. The seller should also respond to each dispute or judgment as soon as possible and negotiate with the buyer as much as possible. It should be noted that sellers should take the initiative to communicate with buyers to avoid bad reviews
Comments
Post a Comment