I. Statement and handling methods
if the buyer and the seller have a transaction dispute during the transaction performance, the two parties shall negotiate and resolve it on their own. If the two parties cannot negotiate or reach an agreement through negotiation, one or both parties may apply for submitting online trade for mediation, online trade has the right to decide whether to accept relevant dispute complaints according to these rules. For disputes decided to be accepted, online trade will determine relevant facts according to these rules, and both parties have the obligation to provide relevant facts basis for their own claims, online trade has the right to make independent judgments based on the collected data and make final results. At the same time, if a party is found to have violations, it will be punished according to these rules.
In view of the fact that non-professional dispute resolution agencies of online trade have limited ability to resolving power evidence and handle disputes, they do not guarantee that the dispute settlement results meet the expectations of both buyers and sellers, nor do they assume any responsibility for the dispute settlement results. If the buyer and the seller still cannot reach an agreement on the relevant dispute after the online trade gets involved in the mediation, the buyer and the seller should adopt litigation or arbitration to resolve the dispute.
Trade disputes arising from online trading conducted by the seller and the seller on China website shall be handled by online trading in accordance with these rules. However, for disputes arising from special transaction methods such as cash on delivery and phased payment, the two parties shall first apply the transaction dispute handling rules (if any) corresponding to the aforementioned special transaction methods, however, the handling in accordance with the preceding rules cannot exempt the responsible party from the punishment according to these rules.
II. Definition
1) Online transaction: refers to the online trade of both buyers and sellers on Chinese websites, including but not limited to Alipay intermediary transactions, cash on delivery transactions, transactions conducted by online transactions supported by China station, such as phased payment transactions.
2) complaining party: refers to the user who initiated the transaction dispute handling appeal on the online trade China website.
3) Respondent: refers to the online trading users of China website complained by the complainant.
4) transaction dispute settlement: refers to the transaction dispute between the buyer and the seller in the process of transaction performance. Because both parties cannot negotiate on their own or cannot reach an agreement through negotiation, one or both parties apply to submit online trade for mediation.
III. Acceptance conditions
1) the complaining party shall provide true and valid identity certificates and contact information;
2) there are specific and definite complaining parties;
3) have specific and definite complaint requests, facts and reasons;
4) provide necessary, accurate and detailed factual basis and proof materials;
5) online transactions;
6) the conditions that other international trade networks consider necessary.
IV. The acceptance period is within 60 days from the date of placing an order online to the successful transaction or closure of the order.
V. Scope of disputes accepted in range of acceptance: product issues, seller behavior issues, buyer behavior issues, and other special issues, as follows:
1. Product problem: the product purchased by the buyer itself has problems such as description inconsistency, flaw, damage, and use failure;
2. Seller behavior problems: sellers violate transaction rules or agreements;
3. Behavior problems of buyers: behavior problems of buyers violating transaction rules or agreements;
4. Other special issues: Other special issues considered by the international trade network to be accepted;
5. If there are special regulations in related industries of online trade China Station, the independent standards of the industry shall prevail.
VI. Instructions for buying sellers
1. Issues related to delivery, receipt, and return
(1) delivery
1) when placing an order, the buyer is obliged to provide the seller with a valid delivery address to ensure that the buyer or the relevant authorized recipient can sign for it. Otherwise, the buyer shall bear the losses caused by this.
2) the seller is obliged to clearly indicate whether to specify logistics, freight payment method and other information when releasing product information, or whether to specify logistics, freight payment method and other questions after the buyer places an order.
The question is approved by the buyer, otherwise the seller shall bear the losses caused by this.
3) the buyer has special requirements for the delivery time limit, arrival time limit, packaging method, etc., and should confirm with the seller before placing the order, or obtain the seller s consent after placing the order, otherwise it will be rejected or claimed to return
Goods, the corresponding risks shall be borne by the buyer.
4) the delivery or arrival time has been agreed. Due to the seller s reason, after the buyer refuses to accept the goods, the seller shall contact the logistics to recall the goods in time. Otherwise, the seller shall bear the losses caused by this.
(2) receiving goods
1) before the buyer signs for the goods, it should judge whether there are surface consistency problems that can be accepted immediately, including but not limited to whether there are Damage, deformation, less than/wrong part, etc, and have the right to refuse to sign the goods in the event of the above situation; Once signing, the goods shall not be refunded or returned (exchanged) on the grounds that there are defects or defects within the immediate acceptance scope, unless the buyer can provide valid evidence to the contrary or otherwise agreed by both parties to the transaction.
2) for fresh food products, if the buyer finds any quality problems such as freshness after signing, he must feedback the seller within 24 hours after signing and keep a good feedback record. The overdue buyer shall bear all the responsibilities.
(3) return
1) after both parties reach a return agreement, the seller is obliged to provide the buyer with a valid delivery address to ensure that the seller or the relevant authorized recipient can sign for it. Otherwise, the seller shall bear the losses caused by this.
2) after both parties reach a return agreement, the buyer shall send the goods within 7 days. The overdue seller has the right to refuse to continue returning the goods, unless otherwise agreed by both parties.
3) if the product itself has no problem and both parties agree to return the product, the buyer must ensure that the returned product does not affect the seller s secondary sales, otherwise the buyer must bear all the responsibilities.
4) both parties to the transaction shall clearly agree on the responsible party of the freight when returning (exchanging) the goods. If the dispute is caused by unclear agreement, the international trade network will determine the responsible party of the freight according to the responsibility. For free shipping transactions, if the buyer returns the goods only for subjective reasons, the buyer shall bear the seller s shipping freight and return freight, unless otherwise agreed by both parties.
5) for products that provide "7-day return without reason", the seller should actively cooperate when the buyer submits a return application without reason to the seller within 7 days after signing the goods, and the buyer s corresponding payment shall be refunded within 7 days from the date of receipt of the returned goods. The returned goods shall not affect the seller s secondary sales, and the returned freight shall be borne by the buyer. However, if the buyer and the seller have otherwise agreed, the seller shall follow the agreement.
2. Precautions for customized products
1) for customized product transactions, the buyer shall interact with the seller to confirm the samples or product details of the customized product before the order is completed. Otherwise, the losses caused by this shall be borne by the buyer himself.
Bear.
2) if the buyer claims that the customized product is inconsistent with the sample, or the details are inconsistent with the agreement, the buyer must submit the relevant factual materials with differences, otherwise the buyer shall bear the adverse consequences.
3) if the sample is damaged or lost due to the buyer s reasons and the consistency between the sample and the customized product cannot be confirmed, the buyer shall bear the corresponding responsibility.
3. Price discounts and gifts
1) for the existence of price concessions, any party shall not claim to calculate the relevant expenses according to the price of the goods before the discount based on the situation that some or all of the goods are returned later in the transaction, unless otherwise agreed by both parties.
2) if the seller does not mark on the sales page or inform the buyer of the gifts attached to the purchased goods before the order is completed, the buyer shall not claim any objection to the gifts, regardless of whether the final buyer receives the gifts.
3) the seller shall mark the value of the gift in a prominent position on the sales page, otherwise, the seller shall not claim compensation for the loss from the buyer in case of subsequent return and damage of the gift.
4. Other precautions
1) the seller is responsible for the after-sales problems of the goods sold, and must consciously abide by the after-sales service commitments made to the buyer, and abide by the rules of the international trade network and relevant laws and regulations. Unless otherwise agreed on second-hand or inventory products.
2) buyers are not allowed to claim refund or refund (exchange) of all products on the grounds that some products do not match the description or quality problems, unless all returns are required according to the product characteristics or otherwise agreed by both parties.
3) the goods sent by the seller are seized and sealed by the state administrative and judicial organs (including but not limited to customs, Administration of Industry and Commerce, People s Court, etc.). After the buyer provides relevant certification materials, the seller shall bear corresponding responsibilities.
VII. Dispute handling process
VIII. Punishment for violations
(1) deduction
1. Deduction of commodity problems
1) the problem of consistent receipt surface: when the buyer signs for the goods, it is judged by the naked eye or simple measuring tools that the goods received have problems such as damage, deformation, and less/wrong part.
a) the buyer can provide the logistics seal certificate to confirm that the goods received are damaged, deformed, or slightly less than/wrong part. After the seller intervenes in the judgment on the international trade network, he will cooperate in resolving the dispute, 12 points will be deducted; 24 points will be deducted if it does not cooperate.
B) the buyer can provide the logistics official seal certificate to confirm that the package received is empty, or the product is seriously less than/wrong part. After the seller intervenes in the judgment on the international trade network, he will cooperate in resolving the dispute, 24 points will be deducted; If you do not cooperate, 60 points will be deducted.
2) description inconsistency: The product received by the buyer does not match the seller s description of the product when the transaction is reached in terms of appearance, size, function, packaging, material, composition, brand, etc.
a) the buyer can provide photos, third-party inspection certificates and other certificates to confirm that the product received does not match the seller s description in terms of appearance, size, function, packaging, etc, or the material/composition of non-raw materials products do not match, the seller will be deducted 12 points if they cooperate to resolve the dispute after they intervene in the international trade network. If they do not cooperate, 24 points will be deducted.
B) if the product received by the buyer is fake, or the material/composition of the raw material product does not match the description, 24 points will be deducted if the seller cooperates to resolve the dispute after intervening in the judgment on the international trade network; if you do not cooperate, 60 points will be deducted.
3) quality problem: The product received by the buyer is found to have quality and performance defects during use, which may affect or become unusable.
a) after receiving the product, the buyer finds that the product has problems such as quality and performance, and the defect rate exceeds the agreed proportion. After the seller intervenes in the judgment on the international trade network, he will cooperate in resolving the dispute, 12 points will be deducted; 24 points will be deducted if it does not cooperate.
B) the goods received by the buyer basically do not have the quality and performance mentioned by the seller, and cannot achieve the purpose of using the goods. After the seller intervenes in the judgment on the international trade network, he will cooperate in resolving the dispute, 24 points will be deducted; If you do not cooperate, 60 points will be deducted.
2. Deduction for seller behavior problems
1) transaction is not sold: the seller has released false transaction information including but not limited to transaction method, price and inventory. After the buyer places an order, the seller refuses to deliver the goods as agreed, and the seller will deduct 12 points each time.
2) delayed delivery: the buyer has paid according to the agreement, and the seller fails to deliver the goods according to the agreed time. The seller will deduct 12 points each time.
3) false shipment: after the seller confirms the shipment online, it has not been delivered for more than 72 hours and has not reached an agreement with the buyer to continue the shipment:
a) if the seller takes the initiative to refund, 12 points will be deducted each time;
B) if the seller does not take the initiative to refund the dispute, 24 points will be deducted if the seller does not cooperate with the dispute. If the seller does not cooperate, 60 points will be deducted.
4) Other non-fulfillment of the agreement or commitment: the seller fails to provide the buyer with gifts, invoices, after-sales, logistics, return and other related services according to the agreement. After the international trade network intervenes in the judgment, cooperate with dispute resolution,
12 points will be deducted; 24 points will be deducted if it does not cooperate.
3. Deduction for buyer behavior problems
Failure to pay as agreed: the seller has delivered the goods as agreed, and the buyer pays less after signing or fails to pay as agreed.
a) if the circumstances are minor, 12 points will be deducted if the buyer cooperates to resolve the dispute after the international trade network intervenes in the judgment of responsibility; 24 points will be deducted if the buyer does not cooperate.
B) if the circumstances are serious, 24 points will be deducted if the buyer cooperates to resolve the dispute after the international trade network intervenes in the judgment of responsibility; If the buyer does not cooperate, 60 points will be deducted.
4. Handling of other special problems
1) if the defendant provides evidence to prove the breach of contract caused by force majeure, no points will be deducted.
2) if the complained party has been complained for many times for the same reason, online trade has the right to adopt special handling and deduction methods.
IX. Supplementary Provisions
1. The right to interpret these rules belongs to online trade.
2. Online trade has the right to revised edition rules and publicize them from time to time. The revised rules shall take effect on the publicity date or the designated date of the publicity content.
