Penalty Rules for Transaction Violations of Alibaba International Station - Non-delivery Punishment Appeals after the Order is Completed
1. The scenario where the order is not shipped
2. The deduction scenario of the order is not shipped.
3. How to appeal if the order is not delivered and timed out of non-payment?
4. What materials are required for the complaint? What are the requirements?
5. Notice of statute of limitations and outcome related to the complaint
6. How to prevent "orders are fulfilled and not shipped"
1. The scenario where the order is not shipped
1) After the order takes effect, the seller makes a refusal to perform the delivery obligation to the buyer or puts forward other unreasonable requirements to the buyer before the order is reached as a prerequisite for fulfilling the delivery obligation.
2) After the order takes effect, the seller did not fulfill its delivery obligations after the expiration of the delivery period agreed in the contract until the buyer initiated a refund dispute with the platform.
2. The deduction scenario of the order is not shipped.
1) The buyer filed a refund application dispute because the seller did not deliver the goods. The buyer negotiated and reached an agreement on its own. The final refund order was closed, and the dispute was not escalated to Alibaba International Station. After the refund of the order is closed, the platform will deduct 1 point per time for this type of dispute.
2) The buyer filed a dispute, and the buyer and the buyer's agreement was not reached at the end of the negotiation. Either party escalated to Alibaba International Station to intervene in the mediation office. If Alibaba International Station determines that the seller has violated the delivery obligation, and the seller provides an effective solution to reach a settlement with the buyer, the platform will deduct 2 points per time; if the seller fails to provide an effective solution, it will deduct 4 points/time.
Note: If the platform compensates for refund due to insufficient seller's balance, the seller needs to repay within 15 days, and the overdue unpaid system will deduct additional points and deduct 3 points/time.
3. How to appeal if the order is not delivered and timed out of non-payment?
If it is really not the seller's reason that the order is not shipped (transaction is not sold) and the seller has been repaid on time, the seller can log in to the background of My Alibaba and click "I want to appeal" after clicking the violation data through "My Alibaba-Service Center-Evage Center-Violation to be appeal". Hand in evidence and appeal, as shown in the figure:
4. What materials are required for the complaint? What are the requirements?
(1) Non-shipping appeal materials for the order
A. If the violation is caused by the buyer's reasons, or the offline re-appointment of the new delivery period is not synchronized in the system in time, you need to provide a valid and complete screenshot of the chat record you communicate with the buyer within the validity period of the appeal, and explain the reason.
B. If the goods have indeed been delivered on time, but forget to fill in the delivery information in the system, you need to submit the real delivery voucher and a screenshot of the valid and complete chat record you communicated with the buyer within the validity period of appeal, and explain the reason.
(2) Complaint materials for overtime and non-payment penalty
If the facts have been repaid on time, please provide proof of fact that the payment has been paid, such as bank flow screenshots and debit vouchers.
Special reminder: There is only one chance to appeal. I hope the seller will take it seriously, submit the complaint within 7 days from the punishment, and provide true and effective evidence.
5. Notice of statute of limitations and outcome related to the complaint
1) The appeal period after punishment is 7 days; the evidence period for the complaint is 3 days, and the applicant's work review period is 3 days.
2) The notice of the appeal result will be viewed in the appeal center - the appeal that has been submitted, and a reminder will also be received in the My Alibaba background message box.
3) After the appeal is successful, the punishment will be automatically revoked. The appeal fails, and the punishment result remains unchanged.
6. How to prevent "orders are fulfilled and not shipped"
1) Ensure that the product information filled in is accurate and valid. For important parameters such as the lead time and inventory, it must be filled in truthfully to avoid future trouble.
2) Set the freight of the product with full reference to your own ability, and ensure that the real and valid waybill number is filled in in time after delivery. Note: Some new sellers are not familiar with the freight template and the price setting are wrong, resulting in non-shipping the order after the order is reached. It is recommended that new sellers learn the training videos published by the platform first when setting up the template, and then set it up after learning to avoid being punished for this.
3) If it is true that the delivery cannot be delivered on time, please actively communicate and negotiate with the buyer in time, gain the buyer's understanding, and contact the buyer to modify the delivery time of the online order to avoid breach of contract.
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