Dispute handling process and guidelines1

Dispute handling process and guidelines

I. Dispute submission and negotiation process

During the transaction, the buyer files a refund/return refund application, that is, enters the dispute stage, and must negotiate with the seller to solve it. The process is detailed in the figure below:

The process is detailed:
I. Buyer files a refund/return refund application
1. Reasons for the buyer to submit a dispute:
1) The goods have not been received;
2) The goods received are inconsistent with the agreement;
3) Buyer's own reasons.
2. Time for the buyer to submit a refund: you can apply for a refund 10 days after the seller delivers all the goods (if the time limit set by the seller is less than 5 days, the buyer can apply for a refund immediately after the seller delivers all the goods):
3. Buyer-side operation: In the submission dispute page, buyers can see the options "Only Refund" and "Return & Refund", select "Only Refund" to submit a refund-only application, and select "Return & Refun" d" can submit a return for refund request. After submitting a return for refund/refund only, the buyer needs to describe the problem and the solution and upload evidence. After the buyer submits the dispute, the second child of the dispute will intervene within 7 days (including the 7th day).

II. Transaction negotiation between buyers and sellers
After the buyer files a return/refund application, he needs the seller's confirmation, and the seller can see all the dispute orders on the dispute list page. The quick filtering area shows the status of key disputes: "Dispute in Process", "Buyer has submitted a dispute, waiting for you to confirm", "Awaiting for you to confirm receipt". For disputes that the seller has not responded to, click the "Afcept" or "Refuse and Provide Solutions" buttons to enter the dispute details. The page is as follows:

Entering the dispute details page, the seller can see the time, reason, evidence and negotiation plan provided by the buyer when the buyer files the dispute. When the buyer files a dispute, please accept or reject the buyer's dispute within 5 days of the buyer's dispute. If there is no response within the time limit, the system will automatically execute according to the refund amount proposed by the buyer. It is recommended that you actively communicate with the buyer during the negotiation stage.

Sellers can:

1. Agree to the consultation plan
There are two types of refund requests filed by buyers:
1) Refund only: When the seller accepts it, it will prompt the seller to confirm the refund plan. If the refund application is agreed, the refund agreement will be reached, and the payment will be implemented in accordance with the agreement between the two parties.

2) Return and refund: If the seller accepts it, the seller needs to confirm the receiving address. By default, the address filled in by the seller when registering (all addresses need to be filled in in English). If the address is incorrect, click "Modify the shipping address"

2. Add or modify evidence

3. Add or modify the consultation plan

1.1 Buyers and sellers can provide up to two mutually exclusive schemes (Option 1 submits a return and refund plan, and option 2 can only choose refund-only and non-return option by default).

4. Delete the plan/evidence

Buyers and sellers can delete their own proposals or evidence.

III. Platform Intervention and Consultation
After the buyer submits the dispute, the second child of the dispute will intervene within 7 days (including the 7th day). The platform will refer to the case situation and the certificate provided by the negotiation stage between the two parties to give the plan. Buyers and sellers can see the buyer, seller and platform's plans on the dispute details page. In the process of dispute handling, the cause, plan and evidence of the dispute can be modified independently at any time (before the end of the case, if the buyer and seller are not satisfied with the plan, evidence, etc. he has provided before, he can modify it at any time). If the buyer and seller accepts the plan given by the other party or the platform, he can click to accept the plan. At this time, the two parties reach an agreement on the same plan and the dispute is completed. In the state of compensation completed in the dispute, the buyer and seller can no longer negotiate.

II. History of disputes

The history of the dispute is displayed in the form of a timeline.

III. Return process

If the seller and the buyer reach an agreement to refund and return the goods, the buyer must send the goods within 10 days (otherwise, the money will be sent to the seller). After the buyer returns the goods and fills in the return waybill number, the seller has a 30-day confirmation time to receive the goods. If you are not satisfied with the goods received, you can directly submit the order to the dispute platform. The dispute department will contact both parties to follow up. ( Note: After the buyer returns the goods, the seller needs to confirm the receipt or file a dispute within 30 days. If the buyer fails to operate within the time limit, the seller will receive the goods by default and perform the refund operation.)

If the buyer has returned the goods and filled in the return form number, he needs to wait for the seller to confirm (as shown in the figure below):

The seller needs to confirm the receipt of the return within 30 days:

a) If you confirm receipt of the return and agree to the refund, click the OK button, and AliExpress will refund the buyer (the seller's operation page is shown in the figure below)

The seller confirmed the receipt of the goods and the dispute was completed.

b) If the seller does not receive the return within nearly 30 days, or there is a problem with the return received, the seller can click "Escalate Dispute" to submit it to the platform for dispute adjudication (the operation page is shown in Figure 1 below), and the platform will intervene within 2 working days. The seller can check the status and ring on the dispute page. Should. During the platform award, the seller can also click "candone arbitration" to set aside the dispute award (the operation page is shown in Figure 2 below);

Figure 1

Figure 2

c) If the seller does not do anything within 30 days, that is, does not confirm the receipt of the goods and does not submit a dispute ruling, the system will default that the seller has received the return and automatically refunds it to the buyer.

Overseas Warehouse Local Return

After the two parties agree to return the goods, if the order supports local return, the platform will display the return address.

After confirming receipt, the dispute is completed.

IV. Worry-free logistics disputes

For orders shipped by worry-free logistics, after the buyer initiates a dispute over not receiving the goods, the seller does not need to respond, and the platform directly intervenes to verify the logistics status and determines the responsibility.

Reminder: Disputes caused by non-logistics problems still need to be handled by the seller themselves.