Guidelines for submitting complaints of non-payment

[Important] Guidelines for submitting complaints of non-payment

2019-03-06 14:00

Dear sellers,

In order to help you better understand and handle bank chargeback orders on the AliExpress platform and reduce the losses caused by non-payment, we have specially sorted out the following knowledge of chargebacks to help you understand, deal with payment rejection and reduce the occurrence of payment rejection. (Hint: Because the business process of PayPal disputes and payment rejection is basically the same, the denial mentioned in this article also refers to PayPal disputes)

1. Understand the payment denial

Refusal to pay, also known as chargeback, refers to the cardholder's application to refuse to pay a transaction on the bill within the prescribed time limit (usually 180 days after the transaction date or the delivery date of the goods, some payment institutions can be extended to 540 days) in accordance with the rules of the card organization. Refusal of payment is a right granted to cardholders by card organizations.

When a non-payment occurs, we will send a notice of non-payment to your on-site letter (and the registration email address will also send a notice of the non-payment email), and freeze the corresponding amount while working with you to solve the payment-out problem. You must submit evidence to appeal against unreasonable payment within the prescribed time limit. We will consult with the card organization that made the rejection award on your behalf.

2. Refusal appeal

According to the credit card organization's non-payment rules, different reasons for rejection require different evidence to be submitted for appeal. Please read the notice of chargeback to understand the reason for the chargeback and submit evidence according to the different reasons for the chargeback. The card organization will make a final decision on the rejection based on the materials you provide, so the more materials you provide meet the requirements, the higher the winning rate of your rejection. The corresponding evidence to be submitted for different reasons for the rejection is as follows:

1) Unauthorized transactions

If you have shipped the goods before the refusal occurred but did not fill in the delivery notice in the AliExpress system, please submit the delivery certificate to Xiaohe Online Customer Service for appeal. We will determine whether you are eligible for compensation and process the funds.

2) Items not received

Please explain whether the buyer has given feedback on the non-received goods before the payment is rejected;

Please provide the estimated delivery period published on the transaction details page to prove that the goods have been delivered within the specified time limit;

Please provide the shipping list and shipping certificate, such as the logistics manifest (as shown in the figure below) and the physical pictures at the time of delivery;

Please provide proof of delivery. Please give priority to the delivery record on the carrier's official website and the evidence signed by the buyer (as shown in the figure below), or use the logistics records of the AliExpress website.

If your goods are at the customs of the destination country, please provide a screenshot of the logistics that the buyer needs to clear and the documents required for the buyer to clear customs.

If there is a refund for your transaction, please provide proof of refund, including the time and amount of the refund (as shown in the figure below).

3) The product does not match the description

· Please explain whether the buyer has given feedback on the product before refusing payment;

Please provide the shipping list (as shown in the figure below) and indicate that the physical object matches the description of the goods;

Please provide the refund and return rules published on the website at the time of the transaction, indicating whether the transaction supports returns and refunds and whether the buyer's return is received.

· If there is a refund for your transaction, please provide proof of refund, including the time and amount of the refund;

Please provide quality inspection certificates or authorization certificates of third-party authorities, such as CE certification;

4) Refund not received

Please provide the refund and return rules published on the product details page at the time of the transaction, indicating whether you agree to refund to the buyer.

· Please explain the communication with the buyer before rejecting payment: whether the buyer has a record of canceling the order and whether he has received the buyer's return;

· Please provide the delivery list and delivery certificate. Please give priority to the delivery record on the carrier's official website and the proof signed by the buyer, or the logistics record of the AliExpress website;

5) Repeated deduction

· Please check whether the buyer has 2 or more orders with the same or similar transaction amount/product/transaction date according to the amount, product and transaction date of the rejected order.

A. If so: Please list the shipping list, logistics order number, delivery information and other transaction details of these orders and rejected orders one by one, and explain the order of repeated deductions;

B. If not: Please provide the transaction details such as the shipping list, logistics order number, delivery information, etc. of the rejected order, and explain that 2 or more orders with the same or similar transaction amount/product/transaction date of the buyer have not been found;

If there is a refund for your transaction, please provide proof of refund, including the time and amount of the refund.

6) Amounts do not match

Please explain that the price of the goods/services is equal to the amount paid;

· If there is a price change after placing an order, please provide evidence of communication with the buyer and agreement;

7) Pay by other means

Please explain that no payments other than credit card payments have been received during the transaction process, such as Western Union remittances;

Notes:

· Please provide as much evidence as possible as possible of the corresponding reasons for the chargeback; please do not upload the same evidence repeatedly;

All materials you submit will be submitted to the credit card organization. Please submit the complaint materials in English, and the picture evidence you submit must also be in English.

If the appeal materials are submitted late or the complaint materials do not meet the above requirements, the credit card organization may make a ruling in favor of the buyer, and the money will be refunded to the buyer.

If the buyer has filed a dispute on AliExpress before the refusal of payment, even if you win the dispute, you still need to submit evidence to file a complaint against the payment in accordance with the above requirements.

· If the buyer does not approve the materials you submitted, you can initiate a second refusal (i.e., refusal to pay pre-arbitration). If you decide to appeal against the second refusal (i.e., the refusal of payment pre-arbitration), you need to pay the handling fee in accordance with the regulations of the card organization.

· If the logistics shows that the goods are overdue and not properly delivered at the time of the refusal, it is recommended that you verify the delivery with the logistics carrier and the buyer in time.

3. Reduce the number of non-payments

In order to avoid the occurrence of non-payment and reduce your loss, we have sorted out the following suggestions:

· Reasonably set the delivery time limit of your product and the time limit for the expected delivery;

· Fair disclosure of information: describe the items you sell in as detailed and accurately as possible, with photos, specifications, estimated delivery dates, etc.;

Strengthen communication with buyers, respond in a timely manner, and solve buyers' problems wholeheartedly;

· Keep communication records: Please give priority to using the communication tools on the AliExpress website (such as on-site letters or order messages) to communicate with buyers, and keep as much information related to transactions and customers as possible.

· Correct delivery: Ship the goods to the buyer's order address or the address that has been reviewed by risk control (click here to view the "Retails of the Shipping Address Risk Inquiry Tool"), and keep the delivery certificate that can be tracked online.

· Reasonable release of return and refund rules: clearly publish return and refund rules on the website. Please note that some laws and card issuer policies stipulate that the buyer has the right to refuse payment for any unshipped or defective goods, even if you have stated in advance that all transactions cannot be revoked and return is not allowed.

· In order to ensure the safety of the funds of buyers and sellers and maintain a safe and orderly trading environment on the AliExpress platform, it is recommended that you do not refund to buyers through other offline refund methods (paypal, Western Union remittance, etc.).

Thank you very much for your continuous support and cooperation!

Congratulations to Shang Qi!

Dear sellers,

In order to help you better understand and deal with chargeback orders on the AliExpress platform an d reduce your loss, we have specially compiled the following documents to help you. (Reminder: Since the business process of PayPal dispute and chargeback is basically the same, the wo rd mentioned also refers to PayPal dispute)

1. Basic knowledge of chargeback

Chargeback refers to the cardholder's application for refusal to pay a certain transaction on the bi ll within the specified time limit (generally 180 days after the transaction date or the date of del ivery of the goods, some payment institutions can extend to 540 days). Chargeback is a right granted to cardholders by relevant financial institutions.

When a chargeback request occurs, we will send you a notice in the form of a notification (and your registered mailbox also receives an email), and freeze the corresponding order and payment during th e processing of Chargeback. If you need to appeal, please submit relevant appeal materials as required within the specified time . We will negotiate on your behalf with relevant financial institutions.

2. Appeal of chargeback

Different reasons for chargeback need different evidence for appeal. The relevant financial institutions will make a final ruling based on the materials you provide, so the completeness and richness of the materials you provide will affect the outcome of your appeal.

The main evidence to be submitted for appeal for various reasons is as follows:

1) Unauthorized transaction

If you have already shipped the goods before the chargeback occurs but have not filled out the shipp ing notice in the AliExpress system, please submit relevant evidence. We will determine whether you are eligible for compensation and process the funds.

2) Goods Or Services Not Received/Provided

Please indicate whether the buyer has feedback the problem of not receiving the goods before filed chargeback;

Please provide the estimated delivery time as published on the order details page to prove that th e goods are delivered within the specified time limit;

Please provide the packing list and proof of delivery, such as the logistics statement (as shown b) elow) and the actual pictures at the time of delivery;

Please provide proof of proper delivery. It is recommended to use the delivery records on the carrier’s official website and the documents si gned by the buyer (as shown below), or use the logistics records on AliExpress website.

If your goods are in the customs of the destination country, please provide a screenshot of the lo gistics record to show that the buyer needs to clear and the documents required by the buyer for cus Toms clearance.

If there is a refund for your transaction, please provide proof of refund, including time and amou nt (as shown below).

3) Goods Not As Described

Please indicate whether the buyer has reported any product problems before filed chargeback;

Please provide a packing list (as shown in the figure below), and proof that the physical object m Atches the description of the product.

Please provide the refund and return rules published on the website for the product, and indicate whether the transaction allows returns and refunds, and whether the buyer's return has been receive d

If there is a refund for your transaction, please provide proof of refund, including time and amou nt (as shown below).

Please provide a quality inspection certificate or authorization certificate from a third-party au thority, such as CE certification;

4) Refund Not Received

Please provide the refund and return rules published on the product details page of the product at the time of the transaction, and indicate whether you agree to refund to the buyer.

Please provide the content of the communication with the buyer before chargeback was filed, indica ting whether the buyer canceled the order or you received the buyer's return;

Please provide proof of proper delivery. It is recommended to use the delivery records on the carrier’s official website and the documents si gned by the buyer, or use the logistics records on AliExpress website.

5) Duplicate Processing

Please check whether the buyer has 2 or more orders with the same or similar transaction amount/pr oduct/transaction date.

A. If yes: Please list detailed information of these orders one by one and explain the buyer's repeated deductions;

B. If not: Please provide transaction details such as the shipping list, logistics number, and proper d elivery information of the declined order, and explain that no repeated deduction was found.

If there is a refund for your transaction, please provide proof of refund, including time and amou nt.

6) Incorrect Transaction Amount

Please indicate that the price of the goods/services is equal to the payment amount;

If there is a price change after the order is placed, please provide evidence to prove that the pr Ice change is approved by the buyer;

7) Paid via other method

Please indicate that no payment other than the current payment method of the order was received during the transaction, such as Western Union, etc. ;

Remarks:

Please provide corresponding evidence as required; please do not upload the same evidence repeated ly;

All the materials you submit will be submitted to the relevant institutions. Please fill in the appeal materials in English, and the proof of the picture format you submitted mu st also be in English.

If the appeal materials are submitted after the deadline or the appeal materials do not meet the r equirements, the relevant institutions may make a ruling in favor of the buyer, and the payment will Be refunded to the buyer.

If the buyer has initiated a dispute on AliExpress before the chargeback, even if you win the disp ute, you still need to submit evidence to appeal.

Buyers who do not approve of your submitted materials can initiate a second chargeback. If you decide to appeal the second chargeback, you may need to pay a handling fee in accordance with The regulations of the relevant institutions.

If the logistics shows that the package has not been properly delivered and the estimated time has passed when the chargeback is filed, it is recommended that you verify the delivery status with the Logistics carrier and the buyer as soon as possible.

3. How to reduce buyer's chargeback

In order to avoid chargeback and reduce losses, we have the following suggestions:

Reasonably set the delivery time and the expected deadline for delivery of your products.

Fair disclosure of information: Describe the items you are selling as detailed and accurate as pos Sible.

Strengthen communication with buyers, reply in time and solve buyers' problems wholeheartedly.

Keep communication records: Please give priority to using the communication tools on AliExpress.

Correct delivery: deliver the items to the buyer's order address or an address approved by risk co ntrol, and keep the delivery certificate that can be tracked online.

Properly set return and refund rules: Clearly publish return and refund rules on order detail page s. Please note that certain laws and card issuer policies give the right to buyers to file chargeback f or any unshipped or defective goods, even if you have stated in advance that all transactions cannot be reversed and returns are not allowed.

In order to ensure the safety of both buyers and sellers and maintain a safe and orderly trading e nvironment on AliExpress, it is recommended that you do not refund buyers through other offline meth ods (paypal, Western Union, etc.).

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Guidelines for submitting complaints of non-payment

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