How to complain about

How to complain about malicious buyers?

• I. Background:

  AliExpress's malicious buyer reporting/complaint function has been going on for a long time. Many merchants are willing to report clues from malicious buyers to the platform to help the platform better control consumers. This function also helps many merchants avoid being troubled by malicious disputes and malicious evaluation. Thank you for your long-term support for the AliExpress platform. Of course, we have also received feedback and suggestions from merchants on this function, mainly focusing on hoping to speed up processing, increase the active identification of malicious buyers and protect transaction behavior.

  Starting from the end of April 2021, we will upgrade the reporting system for malicious buyers. On the basis of retaining the original functions, the new reporting system optimizes the system and processes on the processing link, speeds up the processing speed, improves and optimizes the website use experience of merchants. At the same time, it adds indicator protection, non-merchants. If the transaction is not sold, we can directly initiate an order indicator protection application in the background without contacting Xiao Er to apply. If the application is approved, the calculation of transaction non-sale can be exempted.

  The new page is the "Merchant Reporting Tool Center". In the future, we will also enrich more reporting and protection application scenarios, which is convenient for merchants to use, ensure the merchant's trading experience and protect a good business environment.

  II. Functional entrance:

  There is no change for the time being. You can report malicious buyers through AliExpress backstage - violation - I want to report -

  III. Introduction of the Reporting Tool Center

  1. Homepage function

  1.1 You can submit a complaint form online by clicking [I want to complain].

  1.2 Support complaint record inquiry (within 6 months)

  

  2. Details of the complaint form page

  2.1 The complaint scenario not only includes malicious orders, malicious disputes and malicious evaluationsbefore malicious buyers, but also includes new "indicator protection - transaction non-sale" and "malicious harassment"

  2.2 Accelerate the processing links and processes, report fast feedback on the results, and give the processing results at least 48 hours.

  2.3 Description of reporting type: (Each reporting scenario of the same order can support reporting once, but the same order cannot be reported multiple times in the same scenario)

  Report abnormal buyers:

  · Bad orders: mainly for account dimensions, such as peers register buyers' accounts and go to peer stores to buy a large number of malicious competition of products. If it is not malicious competition, the report is generally not true.

  · Malicious evaluation: mainly for malicious behavior, such as malicious bad reviews of peer registration of buyer accounts. Because evaluation is a subjective feeling of buyers, normal transactions cannot be reported even if buyers give bad reviews.

  · Malicious disputes: The platform will judge whether it is a malicious buyer based on the buyer's overall website behavior, and will not be strange because of the reasons of the buyer of a dispute order buyer or submit evidence and picture errors. After the report is established, the platform will clean up the data indicators for a later period of time, that is, bad orders caused by the buyer will not be included in the seller's service level index, but the bad reviews in the product and store will not be deleted. Please understand.

  · Malicious harassment: It is mainly to isolate the order dimension, such as placing an order without paying and noting invalid information.

  Protection service indicators

  · Transaction not sold: It is mainly investigated for the order dimension, such as incomplete or invalid buyer's address information, customized commodity buyer's failure to communicate when placing an order, etc. If the goods cannot be delivered due to this reason, you can choose this scenario to apply for a non-sale exemption.

  

  2.3 If the result of the complaint is established, the relevant indicators of the order will be exempted within 3 days (if the report and report malicious disputes are established, the dispute data will be exempted from liability within 3 days)

  If the complaint result is not valid, the order indicators will not be adjusted. You can click here to view the possible reasons for the failure of the report.

  

  3. Precautions:

  3.1 At present, the Reporting Tool Center does not support repeated submission of complaints in the same scene, that is, the same order only supports reporting once in the scenarios of [transaction not selling], [abnormal dispute], [abnormal order], [abnormal evaluation] and [malicious harassment].