I. Response rules and screenshots
[Non-negotiation period]
1. Introduction to the overall response rules
Both buyers and sellers can respond, modify the plan, modify the amount, and submit evidence.
Response rules:
1If agreed, implement it according to the current program;
2 If you refuse, reject one plan and amount - wait for the other party to respond to the cycle;
No agreement has been reached within 35 days to raise the arbitration;
Rules of proof:
You can submit evidence countless times, and choose at least one of the pictures, videos and text.
Applicable orders:
General Dispute: All Orders
After-sales treasure disputes: 1 The negotiation function has been opened; 2 The scope of after-sales treasure is not met (the buyer's personal reasons)
Worry-free return dispute: 1 Buyer requests refund only; 2 Buyer asks for return for refund but does not belong to worry-free return dispute scenarios: brand does not match the description, shelf life problem, less goods are missed, damaged, etc.
(It will first enter the after-sales treasure, 4PL, ordinary dispute negotiation or platform to intervene. If the final plan is to return the goods, return to worry-free return)
Rules of consultation:
No consensus was reached during the negotiation period, and the rise arbitration: 1 after-sales treasure order negotiation period: 3 days; 2 other order negotiation period: 5 days
2. Introduction to the operation link
2.1 When the buyer raises a dispute plan and waits for the seller to respond:
1 If you agree, follow the current plan; 2 If you refuse, see below ↓
2.2 When the seller clicks [Reject and Provide New Solution]:
1Refund only: enter the refund amount;
2 Return for refund: The seller must specify a return address. If there is no return address, he must first set up a
3 Non-refundable: New function
Rules of proof:
Choose at least one of the pictures, videos and texts.
2.3 When the dispute has been responded to and waiting for the buyer to respond:
Enter the response loop, the seller has no operation button, and you need to wait for the seller to respond before returning to [waiting for the seller to respond] before responding again.
2.4 When the seller responds to timeout:
1 No response has been made, and the response timeout will be automatically refunded to the buyer;
2 Responded, the response timeout automatically raises the process to the platform arbitration
Response refers to "agree" or "refuse and give new solutions". Uploading only evidence does not count.
[Arbitration period]
1. Overall response rules:
1 Before the platform gives a plan, buyers and sellers can still respond to each other's plans;
2 After the platform gives the plan, the buyer and seller can only respond to the platform plan, and can no longer respond to the negotiation plan;
3 Buyers and sellers can see each other's evidence;
Rules of proof:
One of the must-choose pictures and videos, and text must-choose
Other logic:
Ordinary/Worry-free dispute:
1 After each time the platform gives a plan, it can only respond once;
2 All options of the platform can be rejected (new options and refund amounts need to be entered: options I or II of the platform can also be agreed;
After-sales treasure disputes:
Seller unable to respond
2. Key introduction of operation links
2.1 Before the platform gives a solution, buyers and sellers can still respond to each other's plans.
2.2 After the platform gives the plan, the buyer and seller can only respond to the platform plan, and can no longer respond to the negotiation period plan.
2.3 When the final solution of platform arbitration is [return and refund]:
The seller needs to specify a return address to the buyer within 3 days. If the seller does not set it within 3 days, the system will try to pick up the latest English return address under the master sub-account. If it cannot be picked up, only the refund will be closed.
[Return/refund period]
1. Overall introduction
Return Rules:
1 Buyer's delivery timeout → lend money to the merchant
2 Merchants can't "give up returning goods" and need to "give up receiving goods" in the state of [waiting for the seller to confirm receipt]
3 If it is a worry-free return guarantee order or a rookie overseas warehouse free return order, the system will automatically generate the return order number. After the buyer returns and has logistics collection information, the system will automatically enter the status of [waiting for the seller to confirm the receipt]
Receiving Rules:
1 Confirm receipt and agree to refund → Refund to the buyer
2 Ascending arbitration → Platform intervention
3 Give up receiving goods → Refund to the buyer
If the seller fails to raise arbitration within the time limit for confirming receipt, the time limit will be refunded to the buyer and the appeal will not be supported.
2. Key introduction of operation links
2.1 While waiting for the buyer to ship:
1 Buyer's delivery timeout → lend money to the merchant
2 Merchants can't "give up returning goods" and need to "give up receiving goods" in the state of [waiting for the seller to confirm receipt]
3 If it is a worry-free return guarantee order or a rookie overseas warehouse free return order, the system will automatically generate the return order number. After the buyer returns and has logistics collection information, the system will automatically enter the status of [waiting for the seller to confirm the receipt]
2.2 While waiting for the seller to confirm receipt:
1 Confirm receipt of the goods and agree to the refund = refund to the buyer
2 Ascending Arbitration = Platform Intervention
3 Give up receiving = Refund to the buyer
If the seller fails to raise arbitration within the time limit for confirming receipt, the time limit will be refunded to the buyer and the appeal will not be supported.
New and offline function points
1. In-station letter notification of new dispute status
At the following points, the platform system will send in-station letters to the seller.
Notification method: in-station message (system message)
Sending time:
- Negotiation-buyer initiates a dispute
- Consultation-buyer submits new solutions
- Negotiation-Buyer's consent scheme
- Negotiation - 2 days before the seller does not respond to the timeout refund
- Negotiation-Time-over-incent arbitration
- Arbitration-Remind Sellers to Proof/Response Solutions
- Arbitration-platform solution reached
- Return Pre-processing - Seller Supplementary Return Address
- Return stage - 3 days before the seller confirms that the return timeout
- Dispute is closed (arbitration is closed)
2. Offline dispute message function
FAQ
Q: Why don't orders with premiums have the subject matter of [Worry-free Return Protection Plan Order] / Why do buyers initiate worry-free return orders without direct returns and need to be negotiated?
Answer: If the cause of the dispute does not fall within the worry-free return guarantee, you will be asked to negotiate with the buyer whether to return the goods first. If the final dispute plan is [return], in order to protect the consumer's "Free Return" mentality, there will still be a free face sheet for consumers to send the goods to the insurance company warehouse.
After receiving the goods, the insurance company warehouse will settle the claim according to the coverage. The following situations are not covered by AE worry-free return:
(1) The buyer's claim is only refunded (no return), or only refund (no return) is judged by the platform;
(2) The buyer is determined to have not received the goods, or the goods are empty, and less missed delivery (limited to less missed delivery);
(3) The buyer's receipt of goods is recognized as fake goods, infringement, brand mismatch, incorrect goods, receipt of wrong goods, expiration of shelf life (expired buyer's return time point), second-hand goods, smuggling, contraband;
(4) The buyer's receipt of the goods is determined to be damaged, the product function cannot be used normally, or other situations that do not conform to "consistent and intact, without affecting secondary sales".
Q: Why are some orders in the new version and some orders in the old version?
Answer: At present, the dispute handling is being upgraded, and the order will be gradually upgraded to a new version. Please wait patiently.
Q: Why do I need to submit an address for returned orders?
Answer: You need to specify a return address to the buyer within 3 days, otherwise the system will refund the buyer.
From the perspective of helping the seller avoid losses, if the seller does not specify the return address within 3 days, the system will try to take the newly created one from the seller's return address to the buyer, and refund it to the buyer if it cannot be withdrawn.
Q: Why can't I "give up the return" when [waiting for the buyer to return]?
Answer: At present, you need to "wait for the seller to confirm the receipt] state to "give up receiving goods", please know.
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