Introduction to consumer protection services

consumer protection service means that the seller has signed an online trade Consumer Protection service agreement, promising to provide transaction protection services for consumers. When buyers use Alipay secured transaction service to purchase goods in online trade, if the goods received have quality problems or the online description does not match or the goods are not received after payment, if the seller fails to fulfill its promise, buyers can initiate rights protection according to the provisions of this page and Taobao rules. If the rights protection is determined to be successful, online trade will deduct the seller s security deposit for breach of contract compensation to protect the rights and interests of buyers.

1. Description of guarantee scope

disputes arising from online trade commodity transactions, online trade has the right to intervene to deal

2. Coverage period

within fifteen (15) days from the time of payment to the successful transaction

3. Protection rights and interests that buyers can enjoy

during the shopping process of online trade using Alipay secured transaction service, the following problems were encountered:

1. the product received has quality problems;

2. the product received does not match the online description;

3. the product has not been received after payment.

The seller promises to return the goods for refund and bear the first shipment and return freight.

If the seller fails to fulfill his promise, the buyer can initiate rights protection according to the provisions of this page and Taobao rules. If the rights protection is determined to be successful, online trade will deduct the seller s security deposit for compensation in advance to protect the rights and interests of the buyer.

Note: transactions that buyers fail to complete according to Alipay s transaction process are not covered by consumer protection: 1. If the goods are not received, the buyer confirms the transaction of receiving goods in advance; 2. If the goods are not received, the buyer does not apply for a refund in time and the payment is timed out.

4. Propose the conditions for consumer protection compensation

1. the related products of the compensation application initiated by the buyer are the same as those received;

2. the buyer has asked the seller to provide the return service and is rejected by the seller, or cannot contact the seller, or the seller interrupts its operation and service;

3. the buyer s compensation application complies with relevant laws and regulations in form;

4. the amount of compensation application is limited only to the actual price of the goods paid by the buyer and the postage (including the postage for returning the rights protection goods);

5. after the buyer confirms that the surface is consistent (For more information about "surface consistency", please refer to the Taobao dispute handling rules), the buyer shall not apply for compensation for "consumer protection service" on the surface consistency, except that the consignee can provide valid evidence to the contrary;