To deal with malicious buyers, just read this article!
Source: Taobao Rules
Operational Essentials
Q1: What is malicious behavior?
The handling of malicious acts is mainly based on the rule of "abuse of membership rights", which refers to the abuse of members' rights such as purchasing goods, applying for refunds, initiating complaints or evaluations, which harm the legitimate rights and interests of others and hinders the normal operation order of Taobao, including but not limited to the following situations:
1. Taking advantage of other people's behavior defects to threaten others by initiating complaints, giving bad reviews and soliciting improper benefits;
2. Intentionally or frequently using invalid or inaccurate receiving address and/or consignee information, resulting in sellers inability to deliver goods on time and hindering Taobao's operation order;
3. Using one or more accounts, maliciously auctioned a large number of goods in a short period of time without payment, resulting in the seller's goods being removed from the shelves and affecting the seller's normal business order;
4. Take advantage of the convenience of the refund process to achieve other profit-making purposes, and initiate refunds abnormally frequently after purchasing goods, affecting the normal transaction order.
Q2: What are the types of malicious behavior?
1 Abnormal auction: the buyer took a large number of non-payment, the buyer used the wrong receipt information, the buyer took the auction for the purpose of suspected advertising evaluation, the buyer's auction was suspected of improperly obtaining the Taoist commission, the buyer's purpose was suspected of improperly obtaining freight insurance/freight, and the buyer had no real intention to buy;
2 Abnormal refund: the buyer's return information is false (error order number, duplicate order number, etc.), the buyer returns abnormal goods (empty package, transfer, missing pieces, etc.), the buyer actually receives the goods but initiates a refund only, is suspected of obtaining improper benefits, the buyer deliberately damages the goods and applies for refund only, is suspected of obtaining improper benefits, and the buyer's auction purpose, Suspected improper acquisition of freight insurance/freight;
3 Abnormal complaints: Buyers complain about me for failure to deliver goods/out of stock on the agreed time, buyers complain about me with information leakage, buyers complain about me with invoice problems, buyers complain about me with postage, buyers complain about COD delivery rules, buyers complain about me with credit card problems, buyers complain about cashback problems with good reviews. Me, and others;
4 Malicious comments: Buyers use medium and negative reviews to obtain extra money or improper benefits, peer competitors give negative comments after trading, etc.
Q3: If you encounter malicious behavior by the buyer, how should the seller deal with it?
1 Prevention in advance:
1. In terms of personnel, strengthen the knowledge training of the store sophomore; for example, participate in Alibaba certification learning and improve the service ability of primary school sophomore;
2. In terms of commodities, due to the suspected violation of advertising laws, font infringement and other factors, the store receives complaints. It is recommended to investigate the suspected illegal goods in the store and delete them in time. Use the seller's self-examination tool and suspicious order warning tool to prevent it in advance;
2 After-action:
When encountering malicious behavior by buyers, choose cloud labels or honey to submit complaints (with voucher selection honey, cloud labels without vouchers, and evaluation management can also be selected for unreasonable evaluation).
Q4: What is the cloud label?
Cloud Label is a merchant empowerment tool officially produced by Alibaba. The purpose is to let merchants and platforms jointly control malicious acts and more fully protect the rights and interests of merchants.
The running process is to select the corresponding malicious behavior label when the merchant perceives malicious behavior, and initiate the report by labeling. Immediately after the establishment of the platform, the merchants will be fully protected.
Features of cloud label: simple operation, fast processing, timely feedback and comprehensive guarantee.
Cloud Label Examination-PC terminal: https://alicert.taobao.com/ (Click the big picture on the home page to enter the exam, it is recommended to click-go to learn before the exam)
Cloud Label Entry - PC: https://guimi.taobao.com/cloudTag.htm#/history (need to pass the exam before it can work properly)
Note: If you pass the cloud label exam, you don't need to upload relevant credentials when handling malicious behavior.
Q5: How to use cloud labels to deal with buyers' malicious behavior?
1 Take the exam and get permission. Pass the cloud label permission examination to get the marking processing permission.
Note: Permissions are open according to the store account dimension, that is, every store account that uses cloud labels needs to be tested (including main account and sub-accounts).
2 Log in to the product and mark the order. For the account that obtains permission to use, enter the membership name and order number, and select the corresponding label type, such as: return and drop the package, confirm the authorized Wangwang evidence number, click confirm the marking, and complete the processing.
Q6: How to use honey regulation to deal with buyers' malicious behavior?
Honey is a complaint platform for handling malicious behavior by sellers. Click the link: https://guimi.tmall.com, enter the product page, click the complaint, and select the type of complaint according to the actual situation.
For example, "The buyer complains about me with good feedback", [authorization Wangwang evidence number] (it is strongly recommended that authorization: Xiao Er is more comprehensive according to this) → [fill in the complaint description] → [describe the basic situation of the order involved] → [upload picture voucher] → After successful submission, the review will be completed within 3 working days;
Credential type: mobile phone SMS screenshot official website call details picture QQ voucher (including Wangwang chat transferred to QQ QQ basic information page screenshot and QQ chat screenshot)
Q7: Buyers need protection, and sellers also need protection. I have complained about malicious buyers on other platforms before, and I will be banned! Will Taobao punish malicious buyers? Or are there any other measures?
Taobao will resolutely stop and strengthen the management of members who abuse their rights and interests to harm the legitimate rights and interests of others and hinder the order of Taobao operation.
According to the severity of the malicious order, the buyer will take measures that include but not limited to warning buyers, requiring buyers to do real-name authentication, stripping the buyer's platform rights and interests (such as fast refund rights and interests, grabbing red envelopes, coupons, etc.), and the account cannot log in to Taobao.
Q8: Today, a buyer bought the address in Singapore. I shipped this product free of charge, but the postage to foreign countries is too expensive, and it is not clear whether the buyer's address is true. What if the buyer will complain about me if it is not shipped?
1 If the seller's goods are free shipping goods, for overseas orders, free shipping goods are only available in mainland China, excluding Hong Kong, Macao and Taiwan and overseas regions.
2 If you fail to contact the buyer to negotiate the freight, so that you can't deliver the goods, there will be no compensation. It is recommended that you actively negotiate with the buyer to solve it.
Q9: Our store signed up for the activity and set up a purchase and inventory reduction according to the requirements of the activity. Before the beginning of the activity, the goods were sold out by a buyer, and they did not pay. Wangwang couldn't contact, called and other consumers could not buy them, which seriously affected the promotion. What should I do in such a situation?
1 For the buyer's large number of non-payment, it is recommended to set up payment to reduce inventory. If there are activity requirements, you must set up the purchase and reduce inventory, and you can also set the purchase limit of a single account;
2 If you can't contact the buyer or verify the real purchase needs of the buyer, please submit a cloud label or feedback complaint as soon as possible;
Q10: A buyer bought a dress in my store. A few days later, he contacted us to say that it was sent the wrong goods. He took the L size but received it XL, so we agreed to return it and bear the postage.
Later, another buyer contacted us and said that he took XL, but we sent L by mistake and asked to bear the postage to help him return the goods. As a result, our after-sales customer service found that the addresses of the two buyers were very close. They suspected that they were the same person, which caused us to lose the postage. What should we do?
1 For the refund problem applied for by the buyer, if the two parties cannot reach an agreement, you can ask the second child to intervene to help deal with it.
2 For such behaviors of buyers, cloud labels or honey can also be used to deal with it. After the complaint is established, the comprehensive index of after-sales service is eliminated (Tmall: independent completion time of return and refund, independent completion time of refund, independent completion rate of refund; Taobao: refund speed)
Q11: The buyer is dissatisfied with the goods and is unwilling to return it. He wants the merchant to pay, and then has a bad review. Is there any evidence for Taobao to intervene?
If the seller communicates patiently, the buyer is still dissatisfied and unwilling to return the goods, and the seller thinks that the buyer wants bad reviews to blackmail money. You can give feedback to [Evaluation Management] to apply for processing.
Evaluation management tool: https://alibao.bbs.taobao.com/detail.html? spm=a21go.8142497.0.0postId=8137725
Q12: If the evaluation is deleted after I file a complaint by submitting a honey or cloud label, will the dynamic rating be deleted? If the buyer receives satisfaction and does not give a review, but receives dissatisfaction, it will give a bad review. In this case, will our evaluation become very bad?
1 Dynamic rating is to show the buyer's score in the past 6 months. If the seller submits an unreasonable evaluation online, at present, buyer coercion and the malicious evaluation of peers are established, and the evaluation deletion and dynamic score deletion will be carried out;
2 If the buyer is satisfied but does not comment on the seller, it is recommended that the seller take the initiative to evaluate the buyer, so that even if the buyer does not operate, the follow-up system will give the seller a good comment by default.
Q13: The buyer returned the goods falsely and filled in an empty package number to apply for a return. After I refused, the buyer still kept applying for a refund, extending my refund time. What should I do?
1 If the buyer currently only has abnormal behavior on a single transaction, it is recommended that the person can feedback the [cloud label] record. Through the layered marking management and precipitation data on the buyer's order, the platform and seller jointly govern to protect the seller's rights and interests. The transaction dispute of this order can be verified and handled by the second child.
2 In addition, we will verify whether it is malicious according to the voucher provided by the seller and the buyer's history. If it is a malicious act, the seller's relevant after-sales comprehensive indicators will be removed.
Q14: The store encountered an order before. As soon as I ordered the delivery, the other party had to refund. I reminded the buyer to refund only many times. The other party insisted on applying for a return and refund, suspected that it was fraudulent freight insurance. Report it to the regular honey, and the reply to the complaint is invalid. Why doesn't the honey support it?
1 The honey does not support the handling of transaction disputes, refunds, after-sales and other rights protection issues of this order for the time being;
2 If the buyer only has abnormal behavior on a single transaction at present, it is recommended that the seller can feedback the cloud label record and identify the buyer's malicious behavior through the accumulation of marking the buyer's order, so as to protect the seller's rights and interests.
Q15: There are still three things that have been received in my store, only refunds and no returns. After I refused, the buyer still kept applying for a refund and no return, and the buyer Wangwang did not reply and did not answer the phone. What should I do?
1 According to the description of the problem, the seller can first refuse the refund and contact the buyer to confirm the logistics situation. If it fails to contact the buyer, you can give feedback to the regular honey first. If the regular honey supports it, the after-sales comprehensive index of the transaction will be eliminated, and the subsequent rule complaint will be launched, which can not be compensated.
2 If it is only a single transaction problem, resulting in the situation that the honey cannot be supported, you can feedback the cloud label record;
In terms of rights protection, if it fails to contact the buyer, the second child of the right-de protection is required to intervene to help verify;
Remember: Pay attention to the refund timeout!
Q16: The buyer asked customer service if it could support credit card service and cash on delivery. Our store has credit card service, but there is no cash on delivery service. The customer service in the store did not see clearly, so he answered whether it was. Now the buyer complains that our store refuses credit card service. What should we do?
1) First of all, let's talk about refusing to pay by credit card:
If the merchant adds credit card payment, but the buyer proposes to use the credit card to pay, if the merchant explicitly refuses, the complaint will be established.
(Merchants who join the credit card service cannot refuse credit card payment requests, and cannot require buyers to bear the handling fees incurred in credit card payment)
2) Let's talk about credit card installment service:
If the buyer asks the seller if he supports credit card installment service, the merchant must distinguish between credit card installment service and credit card service!
At present, the buyer said that he wanted to report that the seller did not support credit card installments, and then the seller was afraid of being complained, so he was successfully extorted.
Q17: The buyer said that there is a product description in our store that says "the lowest price on the whole network". According to Article ** of the Advertising Law, it is an extreme word violation. We are required to give us some benefits. Otherwise, we will have to complain about us. What should we do?
In such a situation, it is recommended that the seller rectify the description of the product in time as soon as possible, and then self-examine all the goods in the store. Then, you can feedback the buyer's situation to [regulatory-abnormal complaint] or [cloud label-out of stock complaint, abnormal complaint]. Be careful not to compromise the buyer's unreasonable requirements;
Commodity self-test tool entrance: https://healthcenter.taobao.com/self_check.htm? spm=51,144.7908610.0.0.e5b6fa0du7Gvo
PS: [What should I do if I encounter a buyer maliciously defrauding freight insurance?] Look at the picture below~
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