What should sellers pay attention to in disputes over short-loading of goods?

What should sellers pay attention to in disputes over short-loading of goods?

• For disputes over short-loading of goods, you need to pay attention to:

  Before the dispute:

  a. Check whether the product page quantity description is consistent

  b. Verify the specific quantity of products before shipment

  c. Keep proof of weight at the time of shipment, such as shipping receipt, weighing photos or video records, etc.

  In the dispute:

  a. Actively negotiate with the buyer to solve the problem and reach an agreement on the solution.

  b. Actively provide evidence, including a photo of the weight of a single product, a photo of the weight of the whole product plus the package, the shipping receipt and the package weight certificate issued by logistics (all of which is indispensable).

after-sales service

/

Buyer's refusal to pay

Why is the order blocked?

• There are three main situations of order block:

  1. Because the buyer's refusal to pay is frozen, after receiving the rejection notice from the bank, the platform will freeze the order first and send a refusal notice email to the seller.
  2. If your order has submitted "risk address detection" and the security test result is risky (as shown in the figure below), the platform will block the order and close the order within 24 hours.
  3. Due to the suspected sales of fake goods, the delivery of goods seriously inconsistent with the description/poor quality, false transactions and other dishonest behaviors in your account, the orders in the transaction will be frozen and need to be unfrozen after successful appeal. If your order is frozen for this reason, please check the platform sent to your registration email. Mail, the email will indicate that you need to provide supporting information. Please follow the email.

  
  

  
  

  after-sales service

  /

  Buyer's refusal to pay

  What are the ways to reduce the risk of chargeback?

  • 1) Please maintain good communication with the buyer, reply quickly and professionally to all inquiries, do not let buyers feel that their problems have not been solved, and try to avoid the incident escalated to chargeback, causing your losses.

    2) Please keep your shipping certificate. When you ship the goods by post or express, you will get a receipt or proof of mailing from the postal/express service company. Please save this receipt and make sure that it contains the required details. We recommend that you use the express logistics company designated by the platform to check the delivery situation and the proper delivery certificate online. You can also provide buyers with realistic and reasonable delivery dates to reduce the unreceipt of items.

    3) Please make sure that the description of the product sold on the website is consistent with the actual situation, let alone publish infringing products (common situations include but are not limited to: publishing products counterfeiting a certain brand or style; the product title or description clearly indicates that the product is imitating a famous brand; publishing branded goods, but the price is significantly lower than that of the brand owner. Product; a part that publishes a branded product, but in fact it is not a branded part, etc.).

    Click here to learn more about chargeback

    
    

    
    

    after-sales service

    /

    after-sales treasure

    What should I do if I am not satisfied with the handling of after-sales treasure?

    • Hello, seller! Please understand that after-sales treasure (disputes in the after-sales treasure do not match the contract scenario) is designed to improve the buyer's after-sales experience.

      1 The refund of the after-sales treasure case is borne by the platform. We will judge the final treatment plan according to the comprehensive situation of the order, product and buyer. The after-sales treasure is not only based on evidence to compensate the buyer, but also based on the buyer's credit and background.

      2 Regarding whether the buyer's evidence is maliciously fraud, we will use big data to comprehensively see the buyer's transaction background. Once we find a problematic buyer, the corresponding dispute rules will also be adjusted. If you encounter the buyer's malicious fraud (there is evidence that the buyer maliciously files a dispute, etc.), you can report the buyer at the corresponding order office in the background.

      3 If you want to negotiate with the buyer to reach an agreement on the plan, it is recommended to communicate with the buyer on the dispute message page.

      Since the dispute has been raised, the platform cannot cancel the dispute filing rate. You are very welcome to provide us with more reasonable opinions and suggestions through the "dispute research questionnaire" on the dispute details page. I hope you can understand. Thank you.

    after-sales service

    /

    Buyer's refusal to pay

    What should the seller do if the order is rejected?

    • If the card theft refuses to pay and the delivery notice has been filled in, it is recommended that you wait for the platform to deal with it;

      If it is a refusal of goods and other types of payment, it is recommended that you go to the background "Message Center" - "Deal Notice" to view the notification email and make a refusal appeal according to the submission button in the email.

      For chargeback, AliExpress sellers bear the risk of receiving chargebacks. Most sellers calculate potential chargeback losses in transaction costs.

      After the rejection occurs, the platform will assist you in filing a complaint with the credit card company in time and provide order details and shipping information. At the same time, you can take the following measures to assist with the investigation:

      1) Check whether the shipping information is correct;

      2) Provide effective (package logistics) tracking information;

      3) Choose to provide other proofs (proofs other than tracking information, such as chat records with buyers, email exchanges)

      After the order is blocked, you can refer to our notification email to understand the reason for the block, and send us the information and materials that need feedback through the contact information in the email. We will submit it to the credit card company in time to help the seller win the money.

      No matter what kind of refusal to pay, the seller can actively contact the buyer, communicate with the buyer, and strive to find a mutually acceptable solution to the problem.

    after-sales service

    /

    Buyer's refusal to pay

    What information can be provided to increase the chance of winning the defense of refusal?

    • The seller can provide the basic information needed to defend according to the requirements in the chargeback notice email. The following types of additional information can increase the seller's chance to obtain a favorable ruling on the defense of refusal to pay:
      

      · Delivery certificate, such as online tracking number, online logistics submission and receipt record.

      · A copy of the original description of the item or the bidding description, including any pictures.

      · Proof that the buyer has been refunded.

      · Proof that the items have been replaced for the buyer.

      · Correspondence with the buyer or feedback from the buyer.

      · Any agreement signed or accepted by the buyer at the time of purchase.

      · Inform the buyer of any return rules.

      · Other "actual situations" cannot be directly known from the description of the reason for the refusal to pay. The seller needs to make a judgment by contacting the buyer or combining other information