AliExpress Merchant Service Market Management Standard
Article 1 Overview
Article 2 Definitions
Article 3 Entry conditions for all types of items
Article 4 Code of Conduct
Article 5 Handling of violations of all kinds of items
Article 6 Service Clearance
Article 1 Overview
1.1 In order to maintain the transaction order of AliExpress service categories (hereinafter referred to as "service categories") and protect the legitimate rights and interests of software service category service subscribers and service providers, AliExpress service market shall be formulated in accordance with AliExpress Platform Service Agreement, AliExpress Service Market Service Agreement and other relevant agreements and rules. Standard specification.
1.2 This specification is used to regulate the entry and withdrawal of service providers from relevant service categories, business activities in relevant service categories and their consequences.
1.3 Service providers shall abide by the AliExpress Platform Rules, AliExpress Service Market Service Agreement and the relevant provisions of these specifications. If there are special provisions in these Norms, they shall be implemented in accordance with these Norms.
Article 2 Definitions
2.1 Service market: refers to the Alibaba AliExpress merchant service market provided by Alibaba to AliExpress sellers and service providers. Its URL is http://seller.aliexpress.com (or URL modified from time to time according to the needs of the service market business).
2.2 Service Provider: refers to the unit that publishes services or applications through the service market and sells services or goods online in accordance with the agreement.
2.3 Service goods: refers to the specific services that service providers publish in the service market and want to provide to customers, including operation services, software services, training services, design services, and photography and video services.
2.4 Operational services: refers to the store's overall hosting operation services or individual operation services entrusted by customers to professional e-commerce service providers in the form of contracts. The overall hosting service (hereinafter referred to as the "restitute operation service") includes the whole-store operation and maintenance services of the customer's AliExpress store in order to achieve the goals set by the customer, including but not limited to event planning, commodity management, traffic expansion, data analysis, etc. Individual services are store operation-related services provided to customers by service providers, including but not limited to pre-sales proposals, store entry, commodity management, event planning, event execution, traffic expansion data analysis, e-commerce systems, warehousing and logistics, personnel training, brand marketing, channel hosting, etc.
2.5 Software services: refers to applications developed by software service providers through Taobao open platform that can be used on AliExpress websites. "Application" refers to the software or services developed by service providers based on Taobao open platform. The term "application" mentioned in this agreement refers to the main application released by the service provider and displayed in the service market. It does not include its value-added functions or services that take advantage of the relevant service capabilities of the service market, independently developed for the business scenarios of the main application, built into the main application, and can be ordered separately by users (hereinafter referred to as "internal purchase applications"). ").
2.6 Training services: refers to the services provided by service providers to sellers aimed at helping AliExpress sellers carry out cross-border e-commerce and AliExpress use of relevant training or courses.
2.7 Image design services: refer to the service provider service market, including but not limited to pictures and other visual design and processing, logo design, picture tools, store decoration template design services, store VI visual systems, etc.
2.8 Video service: refers to the photography and video services provided by the professional photography or video service provider selected by the customer in the service market, including but not limited to photo photography, photo processing, video shooting, video production and processing, celebrity and model brokerage services, video tools, etc.
2.9 User or customer: refers to AliExpress sellers who use or order software or services through the service market.
Article 3 Entry conditions for all types of items
3.1 All kinds of project service providers shall ensure that they meet the following qualification requirements during the period of entering the service market, publishing and providing relevant category services:
1) Software service provider qualification:
a) The business scope has software development content;
b) Experience in software development, operation and professional ability;
c) Have stable servers and other basic conditions.
2) Qualifications of agent operation service provider:
a) Legal survival of the enterprise;
b) Experience and ability in e-commerce operation, including stable operation, customer service, design team, etc.
3) Training service provider qualification:
a) The business scope of the Business License shall contain "education" or "training";
b) Engaged in training business for one year or more;
c) The business is in compliance and legal.
4) Design service category service provider qualification:
a) The business scope has web technology or web design capabilities;
b) Experience and professional ability in web development, web design, graphic design and advertising design;
c) A stable design team, certain translation and multilingual customer service ability.
5) Qualifications of camera and video category service providers:
a) The business scope includes photography, photography, video production, model brokerage, etc.;
b) Experience and professional ability in e-commerce video production in related services
c) Stable camera team, venue, equipment, customer operation team, etc.
3.2 In order to protect the interests of merchants, the service market has the right to require service providers to submit relevant materials or works during or after the service provider's application to confirm the qualification level of the service provider. The service market has the right to independently determine whether the service provider still meets the qualification requirements, and handles it in accordance with the agreement and this specification according to the judgment results.
3.3 The service market only judges the materials submitted by the service provider according to the non-professional level, does not endorse or guarantee the qualifications and ability of the service provider, nor does it bear any responsibility for the service provider's services.
Article 4 Code of Conduct
1. Service release specifications
In addition to complying with the relevant provisions on commodity and information release in the AliExpress Platform Rules, service providers must also comply with the following service release requirements:
a) Service elements such as service titles, pictures, attributes, prices, design specifications, delivery standards, quantities, service descriptions and after-sales service elements should be matched;
b) Successful cases cited in service announcements must be true and accurate, and should not be exaggerated or misleading;
c) The information that must be explained, such as the content of the service available, the duration of the service, the quality of the service, and the remuneration for the service, should be described truthfully, accurately and completely;
d) The prohibited information listed in the "Prohibited Sale" shall not be published;
e) Not to publish advertising information, and shall not publish service items or information content unrelated to the service;
f) Exaggerated or overly promised terms such as "unique" and "optimal" shall not be used in the content of the services or information published;
g) Do not appear or contain external links (referring to all links under the non-aliexpress.com domain name) or other functions that can directly jump to third-party websites, and shall not appear the logo of third-party websites;
h) Invalid services shall not be published.
2. Service delivery standards
a) [Service Commitment] Service providers should actively improve their business conditions and provide high-quality and efficient services for subscribers. Service providers should abide by the following service commitments:
1 The service provider shall provide services to the ordering party in accordance with the agreement (including but not limited to the content of the order and the service commitment made by the service provider to the orderer);
2. Service providers shall not commit abuse, intimidation, threats, malicious harassment, fraud and other acts in the process of providing services;
3 Service providers should respond positively and properly handle complaints and questions from the ordering party.
4 Service providers need to provide high-quality services to sellers, and the number of complaints from sellers per month shall not exceed the requirements stipulated in the service market and the market business of various industries.
5 The service provider needs to sign a contract with the seller to stipulate the behavior of both parties and upload the service agreement to the system. The promised service effect needs to be stated in detail in the service agreement.
b) [Transaction Restrictions] After the service provider and the subscriber reach an intention to purchase their published services, they shall not guide the subscriber to conduct transactions outside the service customization market, and shall not evade the online transaction process of the service customization market by any means.
c) [Prohibit improper use of the rights of others] Service providers shall not commit any improper use of the rights of others, including but not limited to:
1 Representative service works and success stories provided or published infringe on the intellectual property rights or other rights of third parties;
2 Without the authorization of AliExpress or its affiliates, service providers use Alibaba, AliExpress, Taobao, Alibaba, Tao, Tmall, Yitao, Juhuasuan and Alipay in their service logos, service titles, service introductions, service details, pictures or other page services. "Alibaba", "Taobao", Ali, Tao", "Tmall", "eTao", "Juhuasuan" or the name of the affiliate, or any variant, abbreviation or misspelling of the subsidiary logo and pattern of the above brand;
4 Other improper use of the rights of others.
d) [No False transactions] Service providers shall not improve service provider institutional scores, service ratings or service sales in an improper way.
e) [Prohibit unfair competition]
1 Service providers shall be honest and trustworthy, and shall not engage in unfair competition by malicious evaluation, malicious complaint, slander, false ordering, malicious price pressure, etc. In transactions or exchanges with students, customers, suppliers, administrative agencies and other parties, service providers undertake to clearly identify their independent partners and do not make any expressions, behaviors or hints that are prone to misunderstand Party B's identity. Service providers do not use the official partner status or the convenience of project implementation to promote, promote or perform any products or services that are not within the scope of cooperation in the service market to students, merchants and other third parties.
2 Service providers should strive to improve the experience and level of products and services, and prohibit unfair competition on the platform through malicious low prices. This service provider should abide by the recommended guidance price policy stipulated by the platform to maintain the benign development of the industry: if you are an enterprise ERP software service provider, you should sell services to customers at a recommended price of not lower than the category: 30 yuan per month. Other categories of service markets will limit the minimum recommended guide selling price based on seller's needs and platform strategies.
f) [Metacter of Conduct] Service providers should abide by the following codes of conduct:
1 All entry information and materials submitted or filled in shall be true, accurate and valid, and false qualifications or false information shall not be used for entry. Any change (or invalidation) of the entry materials shall be reported to the service market within 30 days from the date of change (or invalidation);
2. Service providers shall not disclose, misappropriate or authorize others to use subscriber information, order information or service market data (including but not limited to obtaining personal or enterprise privacy information such as other people's ID cards, mailboxes, mobile phone numbers, bank accounts, Alipay accounts, etc.);
3. Do not abuse, intimidate, threaten, maliciously harass the orderer;
4 Fraudulent acts shall not be committed against the ordering party;
5 Service providers and subscribers should communicate through Ali Wangwang. During the communication process or in the demand description, non-Alibaba Wangwang chat tool content such as "QQ" and "YY" shall not appear;
6 When a complaint occurs, relevant complaints shall be responded to and handled in a timely manner in accordance with the detailed rules of ** service category management, and shall not rely on the second child of the category to intervene in the handling of complaint disputes. When the service market and the market business of various industries intervenes in the handling of complaints and disputes, the service market shall not be passively treated for investigation and evidence collection.
Article 5 Handling of violations
Service providers or their service violations shall comply with these Rules and the AliExpress Service Market Management Standards. The identification and handling of violations shall be carried out in accordance with regulations based on the facts of evidence or confirmation of violations, but the service market has the right to aggravate or mitigate the handling according to the actual serious violations. For sellers who violate the regulations, the service market will be punished or cleared in accordance with the following rules. The specific violations are as follows:
Type of violation | Illegal content | Deduction of points | Type of processing | Processing cycle | |
Service Provider Basic Information Violations | Illegal or infringing | The name, logo, details, callback address, content, etc. of the service/app include suspected obscenity, pornography, immorality, fraud, defamation (including commercial defamation), illegal intimidation or illegal harassment, etc., in violation of national laws and regulations (including but not limited to laws regulating Internet sites, Internet information, unfair competition). Laws, regulations, regulations or rules, the same below) or information about suspected infringement of the legitimate rights or interests of third parties (including but not limited to intellectual property rights, the same below) | 3 | Service block | 10 days |
The service/application is suspected of violating national laws and regulations or infringing on the legitimate rights or interests enjoyed by any third party; | 3 | Service block | 10 days | ||
The application directly or indirectly links to the following contents: (1) goods or services prohibited by national laws and regulations; (2) goods or services that are not authorized to link or contain. | 3 | Service block | 10 days | ||
False propaganda, exaggerated description, abuse or over-proportion, etc. | Functional and effective publicity such as false publicity, exaggerated description, abuse or over-commitment in the service title, service details page, service internal pop-up banner, service promotion banner, etc. | 1 | Service block | 5 days | |
Use the official and sophomore name for publicity without permission in the service title, service details page, service internal pop-up banner, service publicity banner, etc., or use the official activity name/logo/template/loginer for publicity without permission. | 1 | Service block | 5 days | ||
Publicize in the name of invalid official activities/products in the service title, service details page, service internal pop-up banner, service promotion banner, etc.; or as an invalid Tao partner; or advertise in the name of a seller who has not ordered the service. | 1 | Service block | 5 days | ||
Do not have publicity or descriptions that do not match the functions of the tool. | 1 | Service block | 5 days | ||
Other violations of relevant laws and regulations such as advertising laws (including but not limited to: service introduction, detailed descriptions including absolute terms, etc.) | 1 | Service block | 5 days | ||
Publish or transmit other people's privacy information without permission, suspected of violating other people's right to privacy | 4 | Service block | 10 days | ||
Unauthorized disclosure, use or authorization of others to use business information without official/merchant consent | 4 | Service block | 10 days | ||
In daily business activities, it seriously damages the image of the AliExpress platform. | 10 | All Service Blocks | 30 days | ||
Service description is not standardized. | The service title, detail page, service or service provider's logo contains illegal words (note) | 0.5 | Service removed from sale | 3 days | |
The detailed description is not perfect, and the corresponding introduction module is lacking, which affects the membership experience. | 0.5 | Service removed from sale | 3 days | ||
Service functions are not related to Taobao, AliExpress and other businesses. | 0.5 | Service removed from sale | 3 days | ||
Service title or service details description duplicate stacked keywords | 0.5 | Service removed from sale | 3 days | ||
The service contains advertising information that is not related to the seller's service platform application. | 1 | Service block | 5 days | ||
Service Provider repeatedly publishes the same or similar services. | 1 | Service block | 5 days | ||
Category Publishing Services Related to Service Type Not Selected | 1 | Service block | 5 days | ||
Service description is not standardized (serious circumstances) | The category publishing service related to the service type has not been selected, and the circumstances are serious, including but not limited to multiple illegal releases or misplacement of services in special categories such as agency services. | 4 | Service block | 10 days | |
Service pricing is not standardized. | There is a fake free service. | 2 | Service block | 7 days | |
Violation of basic pricing standards for all kinds of items | 2 | Service block | 7 days | ||
Service Provider Adds Platform Prohibited Features/Services | Application functions or service providers harm the interests of members, or provide convenience or assistance for others to harm the interests of members. | 2 | Service block | 7 days | |
Applications developed by service providers include rules with Taobao (www.taobao.com) (http://rule.taobao.com/index.htm) and Tmall (www.tmall.com) rules (www.tmall.c) om/wow/seller/act/guize), AliExpress (www.aliepress.com) rules (https://sell.aliexpress.com/en/__pc/rule_detail.ht m? spm=5261.8113035.111.1.16ac7c27DsKIdI) | 2 | Service block | 7 days | ||
The core functions of the application (meaning: the functions required by the category when it is first put on the shelves;) must meet the category definition in the access rules of the category. Since the first review of the application went online, the service provider has changed the function of the application, resulting in the core functions not obviously not conforming to the | 2 | Service block | 7 days | ||
The application contains relevant links or instructions to inform or induce users to log in, register and use on platforms other than platforms; | 2 | Service block | 7 days | ||
The ability to harass or affect members' browsing paths | 2 | Service block | 7 days | ||
Photo storage service, or the service of crawling and replacing picture links on the baby details page. | 2 | Service block | 7 days | ||
Taobao (www.taobao.com) inter-store baby traffic exchange service | 2 | Service block | 7 days | ||
Mobile phone bill, card and other recharge services | 2 | Service block | 7 days | ||
Providing or guiding members to lead orders and transactions of on-site goods outside Taobao, or with such potential risks, may cause transaction security risks or may lead to user data leakage. | 3 | Service block | 10 days | ||
Provide merchants with the functions of good-rated cashback, free order and full 5-point cashback, and provide merchants with SMS sending services with good feedback cashback, free order, full 5-point cashback and other relevant information. | 3 | Service block | 10 days | ||
Develop subordinate agents or partners without the permission of the platform to outsource all or any part of the project. | 3 | Service block | 10 days | ||
Improper use of UMP interface | Give away tools when you are full (such as jumping away from the conditions to complete the discount of goods, etc.) | 2 | Service block | 7 days | |
Guide sellers to set the event title to achieve the inconsistency between the display price and the transaction price. | 2 | Service block | 7 days | ||
The discount of individual goods is finally realized through the order level tool, and the buyer is guided to buy in disguise with the original price in the Detail commodity promotion area. | 2 | Service block | 7 days | ||
Module Functional Violation | The front-end display module has links to other websites and Taoke jump links. | 2 | Service block | 7 days | |
When members (including buyers and sellers) browse stores with the front desk display module installed, there is a function of actively jumping the store page without any clicking behavior. | 2 | Service block | 7 days | ||
The front-end display module does not provide the function of allowing sellers to delete or uninstall code directly. | 2 | Service block | 7 days | ||
The application did not realize Aliexpress user login-free, and the user logged in to the registration entrance again, requiring users to enter Aliexpress, Alipay and other accounts/passwords, causing the leakage of Aliexpress member account passwords. | 10 | All Service Blocks | 30 days | ||
ISV's all operating data, including but not limited to the user's information (including Wangwang ID, mobile phone number, address, etc.) and product use data, without the prior written consent of the Aliexpress open platform and the user, ISV saves, uses or authorizes it for any purpose; | 10 | All Service Blocks | 30 days | ||
ISV exists but is not limited to the following behaviors, and it has a serious impact: a. Conceal the defects of the open platform it finds and make malicious use of them; b. Unauthorized modification of server security configuration, resulting in security accidents; c. Attempting account rights, installation of backdoor programs, etc., endangering system security. | 10 | All Service Blocks | 30 days | ||
ISV maliciously blocks AliexpressIP, affecting the daily investigation of applications by the open platform. | 10 | All Service Blocks | 30 days | ||
Service Provider Behavior Violation | Unfair competition | Plagiarism, malicious evaluation or other unfair competition among service providers | 3 | Service block | 10 days |
Service providers use the evaluation/message interface to publish advertising information, forge or tamper with member comments/messages. | 3 | Service block | 10 days | ||
Service providers use keywords such as "good feedback", "all 5 points of cashback", "receback", "free order" to guide merchants to make unobjective evaluation of tools and services. | 3 | Service block | 10 days | ||
Service providers use actions such as helping merchants pay on behalf of others and recharging on Alipay to carry out unfair competition. | 3 | Service block | 10 days | ||
Service response, complaints exceeding the limit | The number of service providers' complaints has exceeded 8 times/month (nearly 30 days) | 4 | All Service Blocks | 10 days | |
Member complaints were not handled in time for more than 5 days, or feedback on members and platforms was not responded to for more than 2 days. | 4 | All Service Blocks | 10 days | ||
The service punished for violation has not corrected all violations for more than a month. | 4 | All Service Blocks | 10 days | ||
The number of service providers complaining and intervention exceeds 12 times/month (nearly 30 days) | 10 | All Service Blocks | 30 days | ||
The service provider refused to provide home service, and the platform intervened 3 times without feedback. | 12 | Service provider clears | Permanent re-entry | ||
Transaction security prevention and control violations | The service provider has false transactions. | 3 | Service block | 10 days | |
Service providers guide or help members violate Taobao and AliExpress rules. | 3 | Service block | 10 days | ||
The service provider induced members to confirm the payment in advance, causing damage to benefits. | 3 | Service block | 10 days | ||
Violation of various subject access rules (violations other than service pricing and service release) | 3 | Service block | 10 days | ||
Failure to report the real partnership to the service platform and causing complaints | 10 | All Service Blocks | 30 days | ||
The charging service does not adopt a unified order payment system in the Taobao service market to guide members to conduct off-site transactions. | 12 | Service provider clears | Permanent re-entry | ||
(High-risk seller) The service provider's refund dispute is serious and does not deal with it in a timely and effective manner. | — | Split into blocks | Manual thawing (apply to Xiao Er when the penalty expires) | ||
Sensitive information such as high-risk ports, management interfaces and source code directories of the application system are leaked out and discovered by the outside world. | 10 | All Service Blocks | 30 days | ||
Breach of the service commitment | The service provider fails to provide promised services to members in accordance with the agreement, which hinders the rights and interests of members. | 3 | Service block | 10 days | |
The service provider shut down the software/suspends the service in advance without the merchant's consent. | 3 | Service block | 10 days | ||
Promise sales to a partner brand or manufacturer | 3 | Service block | 10 days | ||
The store where the service provider provides operational services has serious violations and has been cleared. | 10 | All Service Blocks | 30 days | ||
Account sale and transfer | Unauthorized service provider sells, transfers apps and service accounts | 12 | Service provider clears | Permanent re-entry | |
Entry information fraud | Service providers submit application entry materials and information forgery (for example, the merchant's application tool/system access to the merchant's background system is not self-developed) | 12 | Service provider clears | Permanent re-entry | |
Integrity issues | Service providers bribed Taobao Xiaoer and other violations of the relevant provisions of the Partner Code of Conduct. | 12 | Service provider clears | Permanent re-entry | |
The shareholder of the service provider company is an active employee of Alibaba/the shareholder of the service provider company is an affiliate but has not been declared. | 12 | Service provider clears | Permanent re-entry | ||
Defraud others of property | There are a large number of merchants complaining about non-performance in a certain period of time, and there is no effective response after many contacts. According to the comprehensive judgment of the service market, there is reason to believe that the service provider has no intention to perform the contract, and is suspected of illegally obtaining other people's property and infringing on other people's property rights for the purpose of illegal profit. | 12 | Service provider clears | Permanent re-entry | |
Unstable service | Server failure of service | The service provider does not provide stable, reliable and legal services, and the service interruption service released for more than one working day. | 1 | Service block | 5 days |
Due to system upgrade, computer room adjustment, line switching and other reasons, the service provider interrupts the service without making an announcement to the user on its service page 3 days in advance. | 1 | Service block | 5 days | ||
The service cannot be provided normally due to attacks such as DDOS. | 1 | Service block | 5 days | ||
Service not functioning | The average access rate of the service for 7 consecutive days is 0. | — | Service removed from sale | — | |
The average access rate of the service for 7 consecutive days is >50%, <90% | 2 | Service block | 7 days | ||
The average accessibility rate of the service for 7 consecutive days >0,≤50% | 3 | Service block | 10 days | ||
If the service provider's application service fails the performance test or the application service defect, its application service is unavailable for a long time (3 hours or more), or affects a large number of merchants (affecting more than 300 merchants) | 3 | Service block | 10 days | ||
Service has stopped | The service provider has stopped service or determined that the service has not actually been provided, and has not been removed from sale. | — | Service block | Permanently | |
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