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[Dry goods sharing] What if AliExpress buyers refuse to pay? Skillful order handling

AliExpress 

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2019-04-18 11:14

Why is there a refusal of payment for so long after the buyer pays?

Image source: 123rf.com.cn

In order to improve the seller's experience and help sellers better understand and handle bank rejection orders on the AliExpress platform,AliExpressXiao Er specially sorted out the relevant knowledge and common problems that sellers are more concerned about bank refusals. This content helps sellers better understand chargebacks, handle payment rejections and reduce payment rejections!

PART 1 Understanding Payment Rejection

1. What is the refusal to pay?

Refusal, also known as chargeback and cancellation, refers to the buyer's request to the credit card company to cancel the settled transaction. The buyer can file a refusal to issuer according to the rules and time limit of the credit card organization.

Refusal is actually a right granted to the cardholder by the credit card company, not through AliExpress/AlipayProposed. During the dispute of non-payment, the decision was finally made by the credit card company, and AliExpress/Alipay could not control the result.

Common reasons for refusal include:

Items not received: The buyer did not receive the items after payment.

Items are not significantly inconsistent: the items received by the buyer after payment are significantly inconsistent with expectations.

Unauthorized use: The buyer's credit card number was stolen or fraudulently used.

The rejection must be made within the prescribed time limit in accordance with the rules of the credit card organization. All sellers who accept credit card payments are at risk of receiving a refusal. Refusal of payment is an inevitable cost when receiving credit cards for international trade. Many sellers have incorporated this cost into the risk model of their business.

2. What is the process of non-payment?

A denial of payment is a method of payment by international credit card.

1) The buyer applied for a denial of payment to the credit card company.

2) The buyer's credit card company notified AliExpress/Alipay merchant bank of the refusal to pay and deducted the corresponding funds to AliExpress/Alipay.

3) Sell/Alipay temporarily freezes rejected transactions.

4) AliExpress/Alipay immediately sent an email to the seller asking him to provide additional information to defend against the refusal.

5) AliExpress/Alipay will award the bearer of refusal to pay. If the seller is not responsible, AliExpress/Alipay will release the previously frozen transaction. If the seller is responsible, AliExpress/Alipay can raise a defense as required by the seller and wait for the feedback from the buyer's credit card company.

3. What's the difference between refusal of payment and AliExpress platform disputes?

When the buyer asks the credit card company to cancel the settled transaction, it constitutes a refusal to pay. The buyer may submit a refusal to pay to its card issuer according to the rules and time limit of the credit card organization.

AliExpress platform disputes are the first step for buyers to complain on AliExpress platforms. At this time, buyers and sellers can communicate with each other through the AliExpress platform and strive to find a mutually acceptable solution to the problem. When the two sides still cannot reach an agreement for a certain period of time, the AliExpress platform will give the result of the ruling according to the platform dispute rules.

Refusal is actually a right granted to the cardholder by the credit card company, not through AliExpress/Alipay. During the dispute of non-payment, the decision was finally made by the credit card company, and AliExpress/Alipay could not control the result.

4. Why is there a refusal of payment for so long after the buyer pays?

Some laws and the policies of credit card organizations can allow buyers to file a refusal of payment a few months after the initial transaction, usually for 120 days.

5. How does AliExpress notify the seller when the buyer refuses to pay?

When the buyer refuses to pay, the buyer's credit card company will notify AliExpress/Alipay merchant bank. Our merchant bank will inform us that someone has filed a refusal of payment, and we will immediately send on-site letters and email notifications to the seller.

Tips: You can log in to "Message Center One Business Notification - Payment Rejection Notice" (as shown in the figure below) to view the notice of payment rejection of relevant orders.

6. If you receive a refusal to pay, how will the seller's funds be affected?

. Refusal to pay will trigger a series of chain reactions: the buyer's bank withdraws funds from AliExpress/Alipay's merchant bank, AliExpress/Alipay's merchant bank withdraws funds from AliExpress/Alipay, and we will freeze the seller's transactions.

. If the seller is not responsible for the refusal according to AliExpress/Alipay policy, AliExpress/Alipay will unfreeze your transaction and will send the relevant funds to the seller's Alipay account.

. If the seller is responsible for the refusal according to the AliExpress/Alipay policy, the seller's transactions will continue to be frozen. Sellers and AliExpress/Alipay can work together to defend the buyer's credit card company for refusing to pay. If AliExpress/Alipay and the seller finally win the defense of refusal, AliExpress/Alipay will not deduct the seller's corresponding funds.

. Once we receive the rejection, we hope that sellers can pay attention to it and respond quickly, and actively communicate with buyers to solve problems to minimize or avoid financial losses.

Tips: When you receive the notice of the reason for the refusal, please be sure to check the relevant notice content of the on-site letter. If the credit card company needs your information to make a decision on this refusal, you need to log in to the "Mesage Center - Notice of Refusal" and click the appeal link in the on-site letter (as shown in the figure below) and follow the page prompts to provide as much as possible. Complete the credit card company’s rejection investigation of this order with complete relevant information.

Note: For non-payment orders that need to be appealed, you need to submit the appeal materials in time within 3 working days of receiving the notice of the reason for the non-payment (as shown in the figure below). If it is submitted late or not, the bank will waive the appeal for you by default, and the payment rejection will be refunded to the buyer.

7. How to protect the seller's rights and interests after AliExpress/Alipay receives the refusal of payment?

In fact, all non-payments are made independently of the AliExpress/Alipay system, that is, the decision for non-payment is decided by the bank card organization; it is not decided by the platform. Therefore, AliExpress/Alipay provides sellers with non-payment trial skills to help sellers understand, reply and reject undocumented refusals.

The specific scenarios are as follows:

. If the buyer refuses payment to you for a credit card transaction completed through AliExpress/Alipay, we will send you an on-site letter and email notification as soon as the credit card company contacts us.

. In the process of working with you and the buyer's credit card company to solve the rejection, the relevant transactions/funds will be temporarily frozen.

. If you defend against the denial of payment, our specially trained customer service personnel will help you win an advantage in the event.

. If the credit card company makes a decision in your favor, AliExpress/Alipay will unfreeze the relevant transactions/funds.

8. Will receiving the rejection affect the seller's credit evaluation on AliExpress?

No. The seller's rejection will not have a negative impact on the seller's creditworthiness on AliExpress.

The refusal of payment is provided by a third-party credit card company, and the evaluation of express communication is not laughable. The proposal to refuse payment will not affect the buyer's credit evaluation of the seller.

2. If you want to file an appeal against the chargeback, how to submit the complaint information?

1) Check the message center: notice of rejection or check the non-payment email: view

A notice of non-payment sent by transaction seller@notice.aliexpress.com, understand the reason for the chargeback and the amount of the chargeback.

2) Preparation of appeal information: If you have reasonable evidence to defend against the rejection, you can prepare the appeal information in accordance with the requirements in the content of the notice of rejection.

3) Reply: Within 3 working days, fill in and upload the appeal information according to the specific requirements in the appeal link. Please ensure the accuracy of the relevant information and evidence filled in. - The appeal information corresponds to an order.

3. What information does the seller provide to increase the chances of winning the defense of non-payment?

The seller can provide the basic information required for the defense according to the request in the link to the chargeback appeal. The following types of additional information can increase the seller's chances of obtaining a favorable ruling in the defense of non-payment:

. The shipping list and the delivery certificate, such as the logistics receipt and the physical picture at the time of delivery;

. For the delivery certificate, please give priority to the delivery record of the carrier's official website and the proof signed by the buyer;

. The refund and return rules published by the product on the website at the time of the transaction indicate whether the transaction supports returns and refunds, and whether the actual return has been received.

. If there is a refund for the transaction, provide proof that the buyer has been refunded.

. Proof that the item has been replaced for the buyer.

. Communication with buyers or feedback from buyers.

. Any agreement signed or accepted by the buyer at the time of purchase.

PART 3 How to minimize non-payment

. 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 accurate as possible, with photos, specifications, estimated delivery date, 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 details of the "receiving 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 defectived goods, even if you have stated in advance that all transactions cannot be cancelled and return is not allowed.

. In order to ensure the financial safety of buyers and sellers and maintain a safe and orderly trading environment on the AliExpress platform, it is recommended that you do not use other offline refund methods (Paypal, Western Union remittance, etc.) Refund to the buyer. Source: Alibaba AliExpress)