Dispute handling process and guidelines
V. Case sharing of wrong-of-print disputes
In the process of handling the dispute cases between buyers and sellers, the platform found that the reason for some disputes over the wrong version of the goods is that the seller's description of the page information is inconsistent when releasing the product, resulting in contradictions or lack of clarity in the information on the same page. The editor has specially sorted out the following cases for sellers' reference.
Example One: Title Unit of Measurement and Sales Method Unit Discrepancies Piece or Set
For example, the following product titles are described as family set but quantity is described as piece. If the two are inconsistent, it is easy to mislead buyers. Sellers must ensure that all pages (such as titles, attributes, sales methods, detailed descriptions, etc.) involving sales units of measurement are exactly the same. Disputes caused by inconsistency in description require the seller to bear the responsibility.
Example Two: Image display does not match sales style One piece or Two?
For example, the main picture below shows 2 products, and the sales method shows that the amount is 1 piece, which is easy to mislead buyers to understand that buying one piece is 2 products.
Example Three: Sales Units of Measure do not match the detailed description of the product
For example, the sales method shown in the figure below is set to sell by lot, 10 pieces/lot, but the seller defines 2pcs/lot in the detailed description. Inconsistency between the descriptions between the two is easy to lead to disputes.
Example Four: There are two different standard sizes on the product detail page.
For example, there are two size tables in the product description shown in the figure below, but the size information displayed for the same age group is different. Please note that if you add multiple size tables, you must ensure that the size data is consistent.
Example Five: Use the Black Five (other special categories) categories to publish physical product information to mislead buyers
Black Five (other special categories) refers to special goods such as order links, freight compensation links, gifts, deposits, new product trailers, etc. It is recommended to upload pictures of corresponding functions. If the seller publishes the following product main picture for the price difference link, it is easy to mislead the buyer to think that this is a normal product link that can be purchased for $1.
The above examples are several common cases of inconsistent information descriptions. On the one hand, inconsistent information descriptions will reduce the buyer's experience, and on the other hand, sellers will also bear losses. As long as the seller pays attention to the description when publishing and carefully checks before submitting the product, similar problems can be avoided. I hope all seller friends today Pay more attention to such problems in the process of product release.
Potential risk points that sellers should pay attention to when publishing products
When analyzing the product, the platform dispute specialist found that in fact, many hidden disputes have been buried in the link of the seller's release of the product. Inconsistent product descriptions, inconsistent sales methods with actual conditions, and unclear product specifications are all potential risks. The editor specially sorted out the potential risk points to be paid attention to when publishing products, helped sellers and friends do a good job in product descriptions, and reduced the probability of disputes.
Product attributes, product title, product brief/detailed description Note: maintain consistency in description
Please fill in the product material, size, model, applicable model and other contents truthfully, and confirm that the content is consistent with the title, detailed product description, picture display, etc.
For example: material in a product attribute: 100% cotton
But in the picture display, the material label shows 70% cotton, 30% terylene
If there is a conflict between the product description and a dispute arises later, the seller shall bear the corresponding responsibility.
1. Product attributes:
A. When the seller releases the product, if there are more than two different models of products on a product page, and the application situation is different, it needs to be clearly marked on the title, not only the model on the title, but only one of the applicable situation is written. It is recommended to indicate the model and their respective applicability on the title.
B. capacity
In the goods with storage, instructions can be added to the corresponding help document.
The actual size of the hard disk will generally be smaller than the description due to the existence of system files. It is suggested that the seller explain this in the description, which can reduce the probability of the buyer filing a dispute due to this situation.
2. Product title:
It must be consistent with the relevant content in all product display pages such as product attributes, detailed descriptions, etc.
For example: If the title shows the quantity/mode of sale, it should be the same as the quantity in the packing list and the description in the "mode of sale"
3. Minimum unit of measurement and sales method:
A. There are many cases in the dispute about buyers filing short-fittings about the wrong understanding of the quantity, such as 10 bracelets of different colors. Many sellers choose the minimum unit of measurement as bags (10 strings), but the set price is also a string of unit prices, which will lead to buyer misunderstanding in the price of a single product. If it is a packaged product, please be sure to fill in the price of one package.
B. Another example is footwear products. The seller's unit marked on the release page is piece, not pair, which leads to a dispute between the buyer's short product in the later stage. It is recommended to use pair as the unit of measurement. When the seller publishes the product, it will uniformly take pair as the unit of measurement. ( The platform will also consider limiting units of measurement for specific categories later)
C. If the product is sold by set, it is recommended that the seller indicate the package contain in the detailed description, specify what the one set contains, and match the display of the picture (especially the main picture).
4. Color:
If there are multiple colors or styles to choose from, be sure to set up multiple options and update the inventory.
If the category supports color customization pictures, it is recommended to use physical product pictures;
If the category does not support self-color-defined pictures, it is recommended to display them separately according to the set color in the detailed product description. And use multi-style/color mosaic single picture or upload multiple pictures in the main picture.
Special reminder: If it is a packaged product, please be sure to fill in the price of each package at the retail price.
5. Detailed product description
A. Size comparison table: Clothing, shoes and other categories of products must be accompanied by a size comparison table, especially children's clothing and free size products. Few sellers' pages mark children's clothing and free size comparisons in disputes arising from size problems.
B. The corresponding measurement method is convenient for buyers to compare.
* Many sellers already have strong sense. The following screenshot is an example that the editor thinks is a good example:
C. It is recommended to write down the dimension error range (2-3cm)
D. ChroMATIC Aberration: It is recommended to state force majeure such as display or light.
E. Style: Especially dress and wedding dress, on the physical picture
Suggestion for non-physical pictures: This picture is for reference only and provides physical pictures.
F. Fabric: Mark the composition of the fabric and take pictures of washing labels.
G. Brand and logo: No unauthorized brands and logos can appear. If authorized, display it clearly with a physical drawing.
H. Multiple products: If the product has different sizes, you need to indicate the size and quantity contained in 1 lot, as shown in the figure below:
I. It is recommended to take more detailed pictures, electronic products, etc. It is recommended to provide pictures after the product runs.
J. Please remove the Chinese description from the release of Tao Agency.
K. All functional descriptions shall not exclude the functions described by the attributes in the detailed description. If it is optional, it needs to be set in the options and indicate that the function is optional in the properties. For example, the mobile phone has built-in 3G function, which has been marked in the product attributes. However, the seller indicated in the detailed product description that this function is optional and needs to be added at an additional cost. If there is a dispute over this problem, the seller shall bear the corresponding responsibility.
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