warranty

Answers to questions related to platform warranty service

[Scope of Service] Users who ship to Russia, Ukraine, Poland, Spain, Germany, the Netherlands, Italy, France and Belgium will see the warranty option on the details page for new mobile phone and tablet phones and tablet units sold on the platform.
[Concrete content]

1. Coverage country, category and rate:
2. warranty
Wisetech is a cross-border warranty company headquartered in China.
Allianz is a German-based insurance company. Their branches in China are responsible for carrying warranty business.
3. Ways to Buy
The warranty is open to buyers. There is no need for the seller to pay.
Among them, Wisetech's warranty is optional, and the page shows as follows:
Allianz's warranty is a must. The page shows the following:
4 Payment method
The warranty business is open to users to purchase. When the user pays the order fee, he will pay the merchant together with the warranty fee. The previous month's warranty fee will be charged from the merchant account every month according to the effective order amount.
For example: The price of a mobile phone is $100, and the warranty fee is $10. Users pay a total of $110 ($100+$10). Of these, $5.5 will be deducted as commission by the platform (assuming a commission of 5%, a product commission of $100 x 5% = $5, and a warranty commission of $10 x 5% = $0.5), and $104.5 will enter the seller's account. Of $104.5, the seller actually deserves $95, leaving $9.5 as the warranty fee. Therefore, the platform will deduct $9.5 from the seller's account next month and transfer it to the warrantor account.
5 When will the warranty order take effect?
The warranty order takes effect 15 days after the user confirms receipt.
6 How to determine whether a warranty order is
All warranty orders have a "Submit a Warranty Request" button on the buyer's background order page. This button appears to represent a warranty purchase:

Note: At present, there is no clear labeling for merchants to determine whether this order is a warranty order.
7. How does the buyer use the warranty?
Buyers who purchase warranty can submit their own warranty through the "Submit a Warranty Request" entrance on the background historical order page, and the warranty provider will then contact the user to provide warranty service.
At present, the warranty provider promises unlimited warranty within one year, and if it cannot be repaired, it will be refunded in full to the buyer.
8. Debiter
Every month, the platform counts the warranty premium of the previous month, deducts the corresponding fee from the merchant account, and then issues it to the warranty provider.
Interpretation of related issues:

Q1. Why should we open the user purchase warranty?
A1. At present, the platform warranty products mainly focus on "local warranty". For countries where the warranty is currently open, the warranty provider has a local repair point. The average time for users to complete the repair is 5-7 days. Timeliness and unlimited warranty repairs within a year are the biggest selling points of guaranteed products.
Most 3C product sellers on the platform currently only have the ability to cross-border warranty, so we open a local warranty option for users to buy by themselves.
Q2. Why are some products covered and some not?
A2. The platform will selectively open the warranty business of designated countries according to the ability of third parties. Not all 3C categories will be open, nor will all countries open.
Q3. How to determine whether this order is a warranty order?
A3. At present, there is no obvious logo on the seller side to help determine whether an order buyer buys a warranty.
There are two ways to judge whether to guarantee orders or not:
1. The most accurate way to judge is the button showing "Submit a Warranty Request" in the buyer's order.
2. The order amount purchased by the user is higher than the actual amount of the goods (the extra amount is the warranty fee)
Q4. Does the user purchase warranty mean that I no longer need to provide warranty for the user?
A4. If the seller recognizes the warranty to the user or the EU user (the EU currently stipulates that electronic products are guaranteed by 2 years), the merchant is still obliged to provide a warranty for the user at the request of the user (no necessary local warranty).
At present, the warranty period of the platform's products is 1 year. If you promise a 2-year warranty to the user or the EU buyer automatically enjoys a 2-year warranty, within the first year, buyers who have purchased the warranty can be encouraged to find a warranty provider to provide a warranty. Starting from the next year, you are still obligated to provide the buyer with a warranty.
Q5. What is the coverage of the warranty?
A5. At present, the platform's warranty products only cover the basic warranty, that is, the product is not working due to the quality problem of the product itself. It does not include human-induced damage: broken screen, water intake, scratches, etc.
Q6. I saw from the order list whether the orders marked "Warranty" are all warranty orders.
A6. Some orders with a warranty logo can be seen in the seller's order list: this logo does not mean that the user has purchased the warranty under the order. Instead, it means that the product is open to purchase warranty in the user's country.

Q7. How can users contact the warranty company?
A7. The user submits the warranty claim through the button on the order page "Submit a Warranty Request", and the warranty company will proactively contact the user later.
Q8. Can I encourage the user to buy a warranty?
A8. Absolutely. Buying a warranty is the user's active choice, but the seller can explain the advantages of the local warranty to the user and encourage the buyer to buy it.
Q9. Is it entirely at the buyer's expense to buy the warranty?
A9. Yes, at present, the purchase of local warranty is entirely paid by the user. The warranty fee is included in the order fee and paid to the seller.
Q10. Why did the buyer pay me for the warranty?
A10. At present, the warranty fee has not been divested from the payment link. The warranty fee will be included in the order fee and paid to the merchant first. The platform will count and deduct the warranty fee from the merchant account every month.
Q11. How can I check the details of the monthly warranty deduction?
A11. Because every month is a one-time deduction of all the warranty fees of the previous month, the specific details are not displayed in the merchant's background. Merchants who need details can contact the manual service of the platform through merchant Xiaomi. The manual seat will provide the relevant order details.
Q12. Can I buy a warranty for my user?
A12. At present, the warranty business is only open to buyers, and sellers cannot buy for buyers.
Q13. My product is not covered. Can I apply for an open purchase warranty for my product?
A13. At present, according to the local infrastructure capacity of the warranty provider, the platform selectively opens the warranty to the designated goods in the designated country. For categories or countries that have not yet opened the warranty, there is an opportunity to gradually cover them later.
Q14. Why does the warranty provider refuse to provide the warranty?
A.14 The warranty provider only opens the warranty for new units that meet the description of the goods. During the repair process, if the warranty provider finds problems such as refurbished machines and memory discrepancies, it has the right to refuse to provide users with warranty and notify the platform.
For such orders, the platform will refund the buyer in full according to the regulations and recover the seller.
Q15. What if the warranty manufacturer can't repair it well?
A15. If the device is seriously damaged and does not meet the warranty requirements, the warranty will refund the buyer in full.
Q16. Will there be penalties for non-compliance with the commodity warranty service in EU countries?
A16. According to the laws of major EU countries, if there is a problem within 6 months after the delivery of the goods and the goods cannot be used normally, it should be a quality defect in the goods, and the seller shall provide warranty services (except for the buyer's reasons); if there is a problem within 6 months after the delivery of the goods, resulting in the normal use of the goods, In order to enjoy the warranty service, the buyer should prove that the problem is a quality defect of the goods; if it cannot be proved, the seller has the right not to provide warranty service.
If the buyer's needs meet the warranty requirements of the goods, the seller should actively cooperate with negotiation to provide solutions. If the seller fails to comply and the buyer complains, the platform will punish AliExpress for "bruling promise".