If you don't recognize the results of platform disputes, how to appeal?

after-sales service

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Dispute handling and appeals

If you don't recognize the results of platform disputes, how to appeal?

• The appeal methods of dispute orders in different states will be different. At present, it is mainly divided into two situations: appeal after the end of dispute arbitration and appeal in dispute handling:

  1. Appeal after dispute arbitration: If you are not satisfied with the dispute handling results, you can log in to the dispute details page and click the "Appeal" button to appeal. After the appeal is successfully submitted, the platform will deal with it within 10 days and notify you of the appeal result.

  2. If your dispute order is still in the "Platform Intervention Processing", you can appeal through the response button if there is a response button.

  Click here to learn about the dispute handling process.
  
  Tips:

  1. Some disputes, such as after-sales treasure disputes, if the result of the dispute is judged that the platform contributes, in principle you do not need to appeal;
  2. After submitting the appeal, the second child will deal with the dispute within 3-5 working days. Please wait patiently. You can click [Dispute Details] - [View Processing Results] on the PC side (computer side) to understand the corresponding appeal results.

  
  

  
  

  Logistics services

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  Logistics order complaints

  How to compensate for the refund of disputes due to worry-free logistics?

  • Refunds for disputes caused by the following issues shall be borne by the platform:

    1. The goods are still in transit (excess the time limit/the goods are lost);

    2. The waybill number caused by logistics reasons cannot query the logistics information;

    3. The situation that the logistics provider sent the wrong address

    Amount of compensation:

    Successful logistics orders have been created since August 31, 2020, China Beijing time:

    1) Select the value guarantee upgrade service and pay the corresponding service fee. The package compensation for logistics orders shall not exceed 3000RMB (subject to the actual loss);

    2) If the logistics order of value guarantee upgrade service is not selected, the maximum compensation for all countries and commodity categories shall not exceed 300RMB (subject to the actual loss), and there will no longer be a special category and a national 800RMB compensation ceiling.

    For details, please click here to view

    The seller's responsibility platform does not compensate, such as:

    1) The seller delayed the delivery, and the goods did not arrive at the warehouse within 5 working days from the creation of the logistics order;

    2) The seller filled in the wrong waybill number;

    3) The seller filled in the wrong address;

    4) The seller fails to deliver the goods in the agreed way, such as choosing priority service when placing an order, and the seller replacing it with standard service without authorization;

    5) The seller's self-promising time is shorter than the time limit promised by Worry-free Logistics (for example, the time limit promised by Worry-free Logistics Standard Service to Russia is 35 days, but the seller's optional logistics promises to arrive

    Russia's limited time is 25 days, and the final order is shipped using worry-free logistics standards. The buyer initiated a dispute because he did not receive the goods within 25 days, and the platform will not compensate)

    Notes:

    During the transaction period, if there is an unexpected irresistible event (such as earthquake, flood, warehouse explosion, etc.), the platform will make a comprehensive judgment on whether the order caused by the event dares to use the rules of compensation according to the specific situation of the force majeure event. The specific judgment and scope shall be subject to the platform announcement.