Detailed interpretation of the "six guarantees"

AliExpress's "six guarantees" join hands with merchants to overcome the epidemic

Full link rule guarantee

Disputes and penalties/marketing activities are exempted from liability

1). (domestic merchants) orders that were successfully paid before 23:59:59 on February 19 and are still in the state of delivery are still pending shipment due to delivery problems, the dispute rate of online delivery NR not receiving the goods and DSR scoring related penalties will be exempted from liability (that is, not included in the assessment). 2). If disputes related to the above orders require third-party evidence, the proof time will also be extended to February 12 Beijing time at the same time, so as to give the merchant sufficient processing time. 3). Merchants who sign up for marketing activities before the festival but are unable to perform at this stage are allowed to withdraw and exempt from liability.

View detailed interpretation

Logistics support

Shipping time limit/customs return or destruction

1). Facing the peak delivery brought about by the resumption of work, AliExpress has cooperated with rookies to lock in the first-way warehouse collection and trunk transportation resources to ensure that the collection personnel and trunk line resources are sufficient, and that packages are issued within the promised time limit. 2). AliExpress and Cainiao will strengthen the monitoring of the distribution of parcels at the end of the destination country to ensure proper delivery within the time limit; if the end of delivery time limit, compensation will be made in accordance with existing rules.

View detailed interpretation

Worry-free return coverage

Service fee adjusted to 0.8%

The Worry-free Free Return Guarantee Program covers eight countries (Russia, the United States, Canada, Australia, the United Kingdom, France, Germany, Spain) from February 10 to March 10 (Western time) to further reduced the service fee from the original preferential rate of 1.3% (the fee is deducted after delivery), helping merchants reduce after-sales costs in special periods. Let more consumers reduce purchasing concerns.

View detailed interpretation

Financial loan protection

Advance loan service/loan interest reduction

1). For merchants who have entered and signed contracts before February 3, 2020, Beijing time, the platform and MYbank provide full loan services, and will not reduce the loan amount due to non-delivery and other reasons, so as to alleviate the capital turnover problem of merchants in special periods. 2). For merchants who enter from February 3 to February 12, 2020, Beijing time and apply for the use of online merchant loans, MYbank provides a 10% discount on loan interest reduction. For merchants who enter from 09:00 on February 3 to February 29, 2020, Beijing time and apply for online commercial loans, MYbank provides a 20% discount on loan interest to reduce the burden on merchants.

View detailed interpretation

Traffic promotion guarantee

Through Train Subsidy/Alliance Global Channel Voice

1). The through train will provide merchants with up to 30% promotion expenditure subsidies from February 3 to 16 US time. The detailed rules can be viewed in the background of the through train. 2). The alliance plans to speak together through global Top channels to improve the correct understanding of overseas buyers. From February 6th to March 31st, 2020, Western Time, tens of millions of subsidy card spaces will be the mainstream entrance for overseas buyers to ensure merchant traffic and overcome the epidemic with alliance merchants.

View detailed interpretation

Merchant service and empowerment protection

Buyer session upgrade/full link consulting service

1). In order to further improve the efficiency of buyer conversation, the platform IM tool (buyer session) urgently released the functions of batch touch and interactive service card (upgraded automatic reply). In view of users' concerns during the epidemic, automatic reply and batch push messages can be set up to users to help merchants do a good job in user service. Service. 2). The platform continues to collect and select epidemic-related details templates and multilingual communication skills for merchants to provide sellers' reference, improve buyer services and epidemic response capabilities. 3). Upgrade the consulting service capabilities of full-link merchants, track and aggregate the latest international and domestic and industry policies and news, and give an interpretation of the impact of key policies such as AliExpress platform-side trade and logistics.

View detailed interpretation

AliExpress's "six guarantees" join hands with merchants to overcome the epidemic

Full link rule guarantee

1). (domestic merchants) orders that were successfully paid before 23:59:59 on February 19 and are still in the state of delivery are still pending shipment due to delivery problems, the dispute rate of online delivery NR not receiving the goods and DSR scoring related penalties will be exempted from liability (that is, not included in the assessment).
2). If disputes related to the above orders require third-party evidence, the proof time will also be extended to February 12 Beijing time at the same time, so as to give the merchant sufficient processing time.
3). Merchants who sign up for marketing activities before the festival but are unable to perform at this stage are allowed to withdraw and exempt from liability.

With the active response of various regions to the epidemic, according to the latest policies, there are still many cities that have postponed the resumption of work. In order to further ensure that merchants respond to the epidemic and resume production and operation in more time, the platform decided to extend the lead time limit for payment orders before 23:59:59 on February 19 to 23:59:59 on February 29. In order to ensure the consumer experience, the platform synchronization is only for February 192 Unshipped orders before 3:59:59, start the quick refund function after the buyer initiates cancellation.
During special periods, please respond positively to orders that can be shipped and actively communicate with buyers. AliExpress platform will work together with merchants to overcome difficulties!

Readiness Extension Policy Escalation Instructions (2.9 Update)

The scope of rights and interests protection of the new policy is the same as the "Supplementary Announcement on the Extension of the Stocking Period of the Recent Novel Coronavirus Epidemic Platform" issued by the platform on January 29. This update is as follows:

1. Scope of application of new policy orders: (domestic merchants) orders that have been successfully paid before 23:59:59 on February 19 and are still pending shipment.

2. The effective time of the new policy: all orders that have been successfully paid before 23:59:59 on February 19 and are still pending shipment will be updated to 23:59 on February 29 in accordance with the latest policy. The system will take effect on February 10, and all merchants can log in to the merchant background to inquire at that time.

3. New policy cancellation order response adjustment: Considering that the expected receiving time of consumers has been extended again, in order to protect the buyer's experience, the cancellation request initiated by the buyer will make the following changes:
1) For orders (domestic merchants) that have been successfully paid before 23:59:59 Beijing time on February 19 and are still in the status of delivery, the system will not close the order directly after confirmation by the buyer for cancellation, and the payment will be returned to the buyer. The order status is shown as: order closure.
2) For (domestic merchant) orders that have been successfully paid after 23:59:59 on February 19 and are still pending for delivery, the buyer's request to cancel the order, the merchant needs to respond to the buyer's request within 72 hours; orders that are not responded within 72 hours will be closed over time, and the money will be refunded to On the buyer's side, the order status is displayed as: the order is closed.
3) New policy cancellation order response effective time: February 13, that is, the pending order successfully paid before the function takes effect. After the buyer initiates the cancellation request, the merchant response time limit is still 72 hours.

4. Other instructions: This announcement time is Beijing time, and the extended lead time does not include orders from sellers registered in Russia, Spain, France, Italy and Turkey.

AliExpress will pay close attention to the development of the epidemic, and will quickly adjust the policy content according to the development of the epidemic to help merchants cope with the impact of the epidemic. If there is any subsequent updates, please inform merchant partners as soon as possible. Thank you for your trust and support for the AliExpress platform. I wish your family and all employees good health and safety. In 2020, AliExpress will continue to be with you!

For more platform policy support and instructions during the epidemic, please log in to the merchant background or help center to view the corresponding announcements and FAQs.

More information can be reviewed in the live video:

Interpretation of AE policy during the pandemic: https://market.m.taobao.com/app/qn/toutiao-live-new/index-pc.html#! /interview/10620774

AliExpress's "six guarantees" join hands with merchants to overcome the epidemic

Logistics support

1). Facing the peak delivery brought about by the resumption of work, AliExpress has cooperated with rookies to lock in the first-way warehouse collection and trunk transportation resources to ensure that the collection personnel and trunk line resources are sufficient, and that packages are issued within the promised time limit.
2). AliExpress and Cainiao will strengthen the monitoring of the distribution of parcels at the end of the destination country to ensure proper delivery within the time limit; if the end of delivery time limit, compensation will be made in accordance with existing rules.

In order to support merchants in responding to the novel coronavirus epidemic and resume production and operation in more time, the platform recently issued the "six guarantees" policy to work together to do a good job in anti-epidemic actions. For specific detailed policy announcements, please click here to inquire. With the change of the epidemic, in order to better help merchants establish delivery confidence, reduce logistics risks, ensure logistics timeliness, and finally realize consumers to quickly receive high-quality goods, the platform once again upgrades policies in an all-round way to ensure that merchants fight the epidemic together.

[Logistics blockbuster upgrade] Logistics guarantee policy

I. Logistics Basic Guarantee

Due to the epidemic, the logistics capacity and supply chain production in some regions have been affected. The platform has issued a logistics guarantee statement based on everyone's concerns. For details, please click [Logistics Announcement] on the platform logistics guarantee under the COVID-19 epidemic.

II. Logistics upgrade guarantee

Some merchants are worried that the epidemic will lead to the loss of goods and money after delivery. For merchants who use worry-free standards to deliver goods from February 1 to March 31, the platform will work with Cainiao to comprehensively guarantee the customs return or destruction caused by the novel coronavirus epidemic. The specific guarantee policies are as follows:
1. Scope of application: Transaction orders declared at 00:00:00 on February 1, 2020 to 23:59:59 on March 31 and goods shipped using worry-free standard lines will be protected.
2. Coverage content: The customs of the destination country issues relevant documents to confirm that worry-free standard goods refuse to enter the country or destroy goods on the spot due to the relevant reasons of the novel coronavirus epidemic, and the platform will pay compensation. The specific guarantee instructions are as follows:
1 The goods arrive at the destination country and are immediately repatriated to the country of origin: rookie compensates the worry-free standard freight paid by the merchant (that is, the forward delivery fee shown on the details page of the international package order) and AliExpress bears the corresponding return cost.
2 The goods arrive in the destination country and are destroyed by the customs of the destination country on the spot: AliExpress will compensate Cainiao for the worry-free standard freight of the order and the corresponding declaration amount of the goods (not exceeding the order amount).
3 If the customs clearance or destruction of the goods due to the quality of the goods, buyer's refusal to accept, intellectual property infringement, understatement and other non-the "new coronavirus epidemic" are not covered by compensation.

III. Service Experience Guarantee

In order to ensure that consumers will not be affected by the service experience of merchants under the COVID-19 epidemic, the platform will work with rookies to ensure the buyer's logistics experience caused by the epidemic in an all-round way. AliExpress and each merchant face difficulties together to ensure that the consumer experience is not downgraded and that merchants are provided with The greatest support. In 2020, AliExpress continues to be with merchants!

If there is a need to adjust the policy according to the epidemic situation, the platform will notify you in advance. Thank you for your support for AliExpress. I wish all your employees and family members a happy, healthy and all the best in the new year!

FAQ related to logistics guarantee policy

Q: Under what circumstances can I get compensation?
Answer: (Beijing time) From 00:00:00 on February 1, 2020 to 23:59:59 on March 31, 2020, the goods declared to be shipped and transported using worry-free standard services, when the customs of the destination country causes the goods to be returned or destroyed on the spot on the grounds of the "new coronavirus epidemic". In the case of , you can get compensation according to our process (mentioned in Q&A below).

Q: How can I know the reasons for identifying the destination country as the "new coronavirus epidemic"? How to define it as the "new coronavirus epidemic"?
A: Since COVID-19 was listed as an "Public Health Emergency of International Concern" by the World Health Organization, governments have not yet given any official documents. The documents and instructions will be clearly returned or destroyed from China, but there is no guarantee that such a situation will happen when the goods actually enter the customs. Therefore, if there is a problem after the goods arrive at the customs of the destination country, the platform will uniformly notify you by in-station letters or emails. It is recommended that you pay attention to it in time.

Q: What is the specific process of compensation?
Answer: When it is determined to be the cause of the novel coronavirus epidemic, the platform will send a unified notice.
1. Goods arrive in the destination country and are immediately repatriated to the country of origin: you can find the corresponding logistics order through the international package order interface, click on the complaint - select [cost problem] - cost dispute, the platform will compensate the worry-free standard freight paid by the merchant, that is, the forward delivery fee seen on the international package order details page. .
2. The goods arrive in the destination country and are destroyed by the customs of the destination country on the spot: In this case, please wait for the dispute to be compensated. After the buyer initiates a dispute, the platform will compensate the worry-free standard freight of the order and the corresponding declaration amount of the goods (not exceeding the order amount).

Q: What kind of situation can't I get compensation?
Answer: If the goods are returned or destroyed by the customs that are not caused by the "new coronavirus epidemic" due to the quality of the goods, buyer's refusal to accept, intellectual property infringement, understatement, etc., you will not be able to get compensation.

AliExpress's "six guarantees" join hands with merchants to overcome the epidemic

Worry-free return coverage

The Worry-free Free Return Guarantee Program covers eight countries (Russia, the United States, Canada, Australia, the United Kingdom, France, Germany, Spain) from February 10 to March 10 (Western time) to further reduced the service fee from the original preferential rate of 1.3% (the fee is deducted after delivery), helping merchants reduce after-sales costs in special periods. Let more consumers reduce purchasing concerns.

What is the Free Return Worry-Free Return Coverage Program?

Free Return Program is a cross-border merchant return guarantee program jointly launched by AliExpress and Ant Financial (covering countries: Russia, the United States, Spain, France, the United Kingdom, Germany, Canada and Australia). After the merchant subscribes online in the background, search/screen/detail/order page and other buyer links such as Reuters. Free Return, the buyer can return the goods locally free of charge within 15 days after receiving it, and automatically get a refund. The right to the goods is transferred to a third party. The merchant Alipay account will automatically get compensation for the amount of the order, and the order is not included in the dispute.

Merchant-side rights and interests:
1. Front desk marking/screening
2. The order is not included in the dispute (after joining free return, guide the buyer to choose easy local return for the reason for returning)
3. Get the order amount compensation
Consumer rights:
1. 15-day return without reason
2. The platform automatically generates return logistics orders
3. Free return freight

Worry-free return flowchart:

Free Return registration:
Address: Merchant Background-Transaction-Logistics-Worry-free Return Guarantee Plan
Introduction to the Free Return service:
Address: Merchant Background-Help Center-Knowledge Q&A (top Right Corner)-After-sales Service-Local Return-Worry-Worry-Free Return Service Introduction
Free Return Quick Explanation Video:
Address: Speed-Operational Skills-Customer Service

FAQ

Q: When will the worry-free subsidy be raised? How much is the subsidy?
A: From February 10 to March 10th, U.S. time, for merchants who have subscribed to the Worry-free Return Guarantee Plan, the worry-free return service rate of Russia, the United States, Spain, France, the United Kingdom, Germany, Canada and Australia will be reduced by 1.3% to 0.8%, and the fee will be deducted after delivery. Then it will be restored to the service rate of 1.3%.

Q: How is the service fee calculated and charged? - Pay the order
A: Orders generated by buyers from the United States, Canada, Australia, the United Kingdom, France, Spain, Germany and Russia are charged at the amount paid × the service rate after the seller delivers the goods (the system automatically deducts from your fund collection account), regardless of whether the buyer initiates a dispute after receiving the goods.
The payment amount does not include any form of store coupons and freight, and does not include buyer's taxes and fees (such as excise tax in some states of the United States). It is recommended to set up free shipping (i.e. free shipping, if the freight is covered, and if there is a return occurs, it will be compensated together). Once the buyer initiates a return without reason, the system refunds the buyer, and the seller receives compensation payment from a third party.

For example: If the total transaction of the eight countries in the United States, Canada, Australia, France, West Germany and Russia in a month totals $10,000, and the service rate of the store was 0.8% at that time, the service fee for the month is 10,000 × 0.8% = $80, that is, you don't have to worry about returning goods, and also enjoy the marking of the whole store on the front desk full link, and participate in the tilt of marketing resources. Qualification.
Orders from buyers whose shipping addresses are not in the United States, Canada, Australia, the United Kingdom, France, Spain, Germany and Russia will not incur any service fees.

Q: Who will bear the return freight?
A: Buyers of an order can enjoy a free local return, and the return freight shall be borne by a third-party service provider.

Q: How much compensation can a buyer get after successfully returning the goods?
A: Compensation (RMB) = the amount paid by the buyer (US dollars) * US dollar to RMB exchange rate (the exchange rate is based on the official website data of the Bank of China on the 1st of each month).
The paid amount does not include any form of store coupons and freight, nor does it include taxes and fees to be borne by buyers (such as excise taxes in some states of the United States).
The compensation will be automatically entered into your bound domestic Alipay account after the return order is completed.

Example: The seller's service rate is 0.8%, commodity A (price $100) participates in the worry-free return guarantee plan, commodity B (price $50) does not participate in the worry-free return guarantee plan, the buyer places an order to buy one item A and one item B, the seller sets the freight of $30, and the store coupon is $10 , the buyer is not subject to excise tax, and the seller actually pays the worry-free return service fee = $100 * 0.8%. The buyer initiates a return application for A and B goods, A returns to the local return address, and B returns to the seller's return address in China. After the buyer successfully returns, the actual compensation receivable of the seller (RMB) = $100 * US dollar to RMB exchange rate (the exchange rate is based on the data of the official website of the Bank of China on the 1st of each month).

Q: What do I need to do after the buyer initiates a free return?
A:

Financial loan protection

1). For merchants who have entered and signed contracts before February 3, 2020, Beijing time, the platform and MYbank provide full loan services, and will not reduce the loan amount due to non-delivery and other reasons, so as to alleviate the capital turnover problem of merchants in special periods.
2). For merchants who enter from February 3 to February 12, 2020 Beijing time and apply for the use of online merchant loans, MYbank provides a 10% discount on loan interest. For merchants who enter from 09:00 on February 12 to February 29, 2020, Beijing time and apply for online commercial loans. MYbank provides a 20% discount on loan interest to reduce the burden on merchants.

FAQ

Q: How to apply for a loan for AliExpress?
A: Enter the "My AliExpress Homepage" - "Quick Entry" - "Merchant Business Loan". According to the page prompts, enter the enterprise Alipay account and Alipay password bound to your store to see the loanable amount. Within the loanable amount, you can apply for one or more loans.
How to do it:
1) After seeing the loanable amount, click "Disburse Now".
2) Fill in the required amount.
3) Fill in the information materials.
4) Sign the contract online to complete the loan.
If you have usage problems, you can consult 95188-3 by phone.

Q: Will the amount of AliExpress's loan change?
A: Because the loan amount of AliExpress communication loan is directly and comprehensively determined by the system according to the store credit rating, comprehensive operation and strength data. The amount given to you on the page is based on the real-time review of store data. Therefore, every time you enter, the system will conduct a quota review based on your real-time data, so the quota will change. If your store continues to develop in a good direction, the quota may increase, but if there is a business fluctuation, the quota will also become smaller.

Q: What is the way to issue loans for AliExpress?
A: In order to make it easier for you to use the funds, the loan will be issued to the enterprise Alipay account bound to your store. As long as you submit a loan application on the loan page and confirm the Alipay payment password, the funds will arrive in about 3 minutes. ( After the loan is issued to the Alipay account, interest will start to be calculated on a daily basis).

AliExpress's "six guarantees" join hands with merchants to overcome the epidemic

Traffic promotion guarantee

1). The through train will provide merchants with up to 30% promotion expenditure subsidies from February 3 to 16 US time. The detailed rules can be viewed in the background of the through train.
2). The alliance plans to speak together through global Top channels to improve the correct understanding of overseas buyers. From February 6 to March 31, 2020, US Western time, tens of millions of subsidy cards will be available for overseas buyers to ensure merchant traffic and overcome the epidemic with alliance merchants.

Through Train Policy Statement

Through Train provides merchants with a cost subsidy of up to 30% on promotion from February 3 to 16th, American time:
1. Through Train regular users: If you have opened a through train merchant before February 3, you can click the link below to view the discount card coupons or subsidy activities received by the store, sign up for activities or get card vouchers according to the requirements of the activity, or directly enter the homepage and activity center of the through train background to view.
Activity link: https://bp.aliexpress.com/activity/activity_center.htm
2. New through train users do not open through train merchants before February 3: open through trains between February 3 and 29 and recharge 500 yuan to enjoy a 25% red envelope rebate.
Activity link: https://activity.alibaba.com/pc/e0ceaf9c.html.pre.html

Through Train FAQ

Q: How to get the subsidy?
A: Merchants can go to the through train background to check the welfare subsidies they receive, and can view them on the homepage and activity center of the through train background.

Q: Didn't you receive the subsidy activity?
A: There is no subsidy for a small number of new merchants or merchants who have no online goods in stores before February 3, you can pay attention to follow-up activities.

Q: Can I participate in the recharge and return of 25%? Is there a ceiling on the cashback amount? When will the reward be issued?
A: Merchants who need to open a new through train (i.e. recharge for the first time) from February 3 to February 29, Western time can enjoy a rebate. The maximum amount of rebate is 125 yuan. After the recharge is completed, the red envelope subsidy will be issued to the recharge through train account.

Tips for through trains to fight the epidemic

In the selection of through train promotion products, the focus is on hot or profitable goods, and pay attention to commodity inventory at the same time. Goods with sufficient inventory can be appropriately promoted.

AliExpress's "six guarantees" join hands with merchants to overcome the epidemic

Merchant service and empowerment protection

1). In order to further improve the efficiency of buyer conversation, the platform IM tool (buyer session) urgently released the functions of batch touch and interactive service card (upgraded automatic reply). In view of users' concerns during the epidemic, automatic reply and batch push messages can be set up to users to help merchants do a good job in user service. Service.
2). The platform continues to collect and select epidemic-related details templates and multilingual communication skills for merchants to provide sellers' reference, improve buyer services and epidemic response capabilities.
3). Upgrade the consulting service capabilities of full-link merchants, track and aggregate the latest international and domestic and industry policies and news, and give an interpretation of the impact of key policies such as AliExpress platform-side trade and logistics.

Buyer session product usage suggestions

1. Do a good job in customer service scheduling planning to ensure a 24-hour response rate for users.
Responding to users within 24 hours is one of the most basic services of the store. At present, doing a good job in customer service is one of the few things the store can do. At the same time, the response rate index will soon be included in one of the important indicators of the platform to assess the store's service ability, so it is very important and we must pay attention to it.
2. Standardize customer service
For epidemic-related words, it is necessary to review (such as delivery time, time limit, etc.). For targeted problems, you can use official words or refer to official words to avoid misunderstanding by users by inappropriate words.
Platform-related suggestions link: https://sell.aliexpress.com/en/__pc/AAFV9L1prM.htm
3. Use core functions to improve customer service efficiency
Make good use of various functions in the buyer's session (such as automatic reply and shortcut phrases) to quickly improve the efficiency of customer service. The batch information sending function and the upgraded automatic reply function released for the recent platform will further effectively improve the work efficiency of the customer service terminal. The specific function guidelines are described below.

Introduction to the product functions of buyer's session

1. Buyer session bulk function
This function supports merchants to select user groups to send relevant information in batches according to certain conditions. Each store supports 500 messages every day. Please use this function according to the operation of the store (this function has been opened to the corresponding merchants layer by layer according to the growth of merchants).
Current usage scenario suggestions: Use this function for users who need to reach them in batches who have placed orders involving delayed delivery to ensure that users get relevant notifications in time (the bulk function information is only displayed on the buyer's chat interface, and the seller interface is not reflected).
The function usage diagram is as follows:
1) Enter the path
Campaign->Customer Marketing->Buyer Session Bulk Send->Create to Create Bulk Message Sending.

2) Crowd selection
Method 1. Select the user according to the conditions. This option is recommended to circle the customer population with orders from the date of unarranged shipment.

Method 2. Select users according to customer grouping. This function reuses the original customer marketing customer grouping function is consistent. The circle selection function has a national dimension filtering function. It is recommended to select the customer group with orders from the date of unarranging shipment (if there is a country covered by overseas warehouse delivery of goods, it is recommended to exclude the corresponding countries).
3) Set up touch content
Text format, pictures, coupon content can be supported, and the text format does not support Chinese (the phonetic part only suggests that the delivery is delayed due to holiday factors, the specific delivery schedule, the store can support the cancellation of orders or other retention of users to wait for shipment, etc.).

2. Auto-Response (Upgraded-Interactive Card)
1) Function introduction
In order to improve the work efficiency of sellers, reduce the cost of sending messages from buyers, and encourage buyers and sellers to communicate conveniently.
Interactive cards support merchants to set consultation keywords and reply content. Users can click on the corresponding keywords to get the corresponding reply set by merchants.
2) Scenario suggestions
In response to recent user concerns, it is recommended to make an initial reply through store welcome or automatic reply, such as the following questions:
● Can you place an order, deliver the goods, and whether the logistics is normal/postponed?
● Urge delivery, logistics, etc.
●Is the package safe?
● How to cancel the order and how to refund the cancellation order
Platform-related suggestions link: https://sell.aliexpress.com/en/__pc/AAFV9L1prM.htm
3) User-side style
When the buyer sends the first message every day, if the seller turns on the automatic reply, the buyer can receive the message. The client-side example is as follows:

4) Merchant Settings
Enter the path: Message Center-> Buyer Message->Reply Settings->Auto Reply Module
How to set up:
● Turn on automatic reply-> Click the right-hand button to open
● Set the welcome language-> Set the store welcome language in the dialog box
● Enter the content in the input box and click the save button

● How to set keywords
Check "Add Keyword Button" -> Click Add Button

In the pop-up window, enter keywords or short sentences of "associated content" only within 300 characters; the reply content settings can support three types of text, pictures and coupons, and single keyword reply only support one type.

If you choose the text format, please enter the reply content of the corresponding keyword and click Save to add the keyword and reply content.

After adding a number of keywords (at least 3, up to 9) you can see the corresponding overall automatic reply preview status in the upper right corner. Click the save button at the bottom to go online to automatically reply.

● Other points that need attention
If only keywords/menus are set, but no automatic reply is set, the whole will not take effect; if the seller only sets up automatic reply, but there is no associated keyword/menu, only the automatic reply will take effect.

AliExpress's "six guarantees" join hands with merchants to overcome the epidemic

Full link rule guarantee

1). (domestic merchants) orders that were successfully paid before 23:59:59 on February 19 and are still in the state of delivery are still pending shipment due to delivery problems, the dispute rate of online delivery NR not receiving the goods and DSR scoring related penalties will be exempted from liability (that is, not included in the assessment).
2). If disputes related to the above orders require third-party evidence, the proof time will also be extended to February 12 Beijing time at the same time, so as to give the merchant sufficient processing time.
3). Merchants who sign up for marketing activities before the festival but are unable to perform at this stage are allowed to withdraw and exempt from liability.

Readiness Extension Policy Escalation Instructions (2.9 Update)

For more platform policy support and instructions during the epidemic, please log in to the merchant background or help center to view the corresponding announcements and FAQs.

More information can be reviewed in the live video:

Interpretation of AE policy during the pandemic: https://market.m.taobao.com/app/qn/toutiao-live-new/index-pc.html#! /interview/10620774

Detailed interpretation of the "six guarantees"

Detailed interpretation of the "six guarantees"