Brief introduction of complaint rules
In order to maintain the order of Taobao transactions and protect the legitimate rights and interests of users, this complaint rule is formulated for violations in the transaction process. The whole complaint system consists of three parts: definition, complaint and punishment. For disputes arising from online transactions, users can complain about their counterparties within 3 to 60 days of online transactions. The respondent shall make an explanation within 5 days after receiving the complaint and try to reach an understanding with the complainant. Taobao will coordinate the handling on the basis of the other party's explanation. Users need to provide relevant evidence when submitting the above application. Complaints should be made in accordance with these rules. If users do not abide by these rules to make complaints, and there are malicious acts such as abuse, slander, revenge and slander, Taobao has the right to deal with the parties and reserves the right to accept complaints.
Regarding disputes arising from Alipay transactions, if the buyer wants a refund and punishes the seller's violations, considering the timely and proper disposal of the buyer's money, we strongly recommend that the buyer handle the dispute by filing a refund. Once the buyer applies for a refund, it is deemed that the buyer has filed a complaint (or appeal) against the seller in accordance with these complaint rules. The buyer does not need to complain about this dispute through the complaint channel alone. The buyer's refund application will be handled in accordance with the relevant rules of Alipay transaction dispute handling, and Taobao will punish the violator according to the relevant evidence submitted by the user during the refund processing and the relevant provisions of these rules.
1, don't buy online transactions.
2. Online transactions are not for sale.
3. The seller refuses to use Alipay or induces the buyer to receive the goods.
4. Payment is not delivered
5. The goods do not match the online description.
6. Malicious evaluation
7. Interference with website behavior (this type was added in 080725)
First, don't buy online transactions.
Definition:
Refers to the buyer's refusal to pay after the buyer and the seller make a deal on Taobao without justifiable reasons; Or the buyer has abnormal bidding behavior and deliberately disrupts the trading order of the website.
Complaints and appeals rules:
Complainant: you can provide favorable vouchers to make a complaint, state the reasons for the complaint, and provide corresponding vouchers to confirm the contents of the complaint, such as Wangwang's chat records. We will handle the complaint within 5 days. If your buyer has paid, the corresponding complaint will be revoked.
To the respondent: Your complaint and the vouchers provided will be used as the basis for ascertaining the facts. Please press the following options to make your next complaint:
If you still want to deal with the seller, please contact the seller immediately.
The transaction status is "the buyer has paid, waiting for the seller to deliver the goods", and the complaint is automatically revoked.
If you didn't buy the seller's baby, please explain the reasonable reason or provide the corresponding screenshot proof.
If the seller's complaint type is wrong, please contact us in time to verify the situation. We will handle the complaint within 5 days.
Punishment rules:
If the negotiation between the buyer and the seller is successful, the complaint will be "revoked".
Within 5 days, the buyer does not complain: if the buyer fails to record any complaint on the complaint page or complain in any other way within 5 days after receiving the complaint, the complaint system will automatically treat it as "public warning for 90 days" and limit the bidding authority for 7 days.
Five days later, the buyer has complained that the buyer refused to buy without justifiable reasons (such as high price; I have already bought it; No need to wait. ), the complaint is "public warning for 3 months", and the bidding authority is limited to 1 month.
If the buyer can't contact the fixed telephone or mobile phone during the complaint handling process, it shall be treated as "public warning for 3 months", and the authority shall be limited to 1 month.
If the buyer and the seller are negotiating a transaction, or the buyer fails to fulfill the transaction after taking photos, but has a good attitude, he is willing to negotiate and communicate with the seller, treat the complaint as "public viewing" and limit the bidding authority for 7 days.
If the buyer explains why there is no remittance, or fails to contact the seller in time, but the attitude is good, the buyer finally says that he will continue to perform the transaction and complain about "cancellation".
If the buyer has abnormal bidding behavior and deliberately disrupts the trading order of the website, according to the seriousness of the case, he will be complained of "viewing", "warning" and restricting his rights, or "permanently freezing".
Second, online transactions are not for sale.
Definition: After the buyer and seller make a deal on Taobao, the seller refuses to sell it without justifiable reasons (such as out of stock, price adjustment, etc.). ), this is the rule of "not selling online" complaints and appeals:
Complainant: you can provide favorable vouchers to make a complaint, state the reasons for the complaint, and provide corresponding vouchers to confirm the contents of the complaint, such as Wangwang's chat records. If your complaint type is wrong, please contact us in time so as to help you change the correct type during the complaint period. We will handle the complaint within 5 days.
To the respondent: Your complaint and the vouchers provided will be used as the basis for ascertaining the facts. Please press the following options to make your next complaint:
If you still want to deal with buyers, please actively negotiate;
If you don't want to sell the baby to the buyer, please explain the reasonable reasons or provide the corresponding screenshot proof;
If the buyer's complaint type is wrong, please contact us in time to verify the situation.
Punishment rules:
If the negotiation between the buyer and the seller is successful, the complaint will be "revoked".
The seller didn't complain within 5 days: If the seller didn't record any complaint on the complaint page or complain in any other way within 5 days after receiving the complaint, the complaint system will automatically make a "public warning for 90 days" and limit the right to publish the goods for 7 days;
Within 5 days, the seller has complained that the seller refuses to sell without justifiable reasons (such as the goods are broken; The price is too cheap and so on. ), the complaint is handled as "public warning or viewing 14-90 days", and the right to publish goods is restricted for 0-7 days.
If the seller explains the reason for not delivering the goods, or fails to contact the buyer in time, he can negotiate with the trading party in a friendly way after the complaint, and finally fulfill the transaction, and the complaint will be "revoked".
The seller has been complained many times. If the circumstances are serious, the complaint will be permanently frozen, and the website login will be restricted, and Wangwang login will be restricted.
3. The seller refuses to use Alipay or induces the buyer to receive the goods.
Definition:
After the buyer and seller clinched the deal, the seller refused to use Alipay; Or use Alipay to trade, but in the case that the goods are not actually delivered or the buyer has not received the goods, let the buyer confirm the receipt first, that is, "the seller refuses to use Alipay or induces the buyer to receive the goods".
Complaints and appeals rules:
Complainant: you can provide favorable vouchers to make a complaint, state the reasons for the complaint, and provide corresponding vouchers to confirm the contents of the complaint, such as Wangwang's chat records. We will handle the complaint within 5 days.
To the respondent: Your complaint and the vouchers provided will be used as the basis for ascertaining the facts. Please press the following options to make your next complaint.
If you still want to trade with the buyer through Alipay, please contact the buyer immediately.
If you don't want to sell the baby to the buyer, please explain the reasonable reasons or provide the corresponding screenshot proof.
If the buyer is not required to confirm the receipt, please explain the reasonable reasons or provide the corresponding screenshot proof.
If the buyer's complaint type is wrong, please contact us in time to verify the situation.
Punishment rules:
If the negotiation between the buyer and the seller is successful, the complaint will be "revoked".
If the seller refuses to use Alipay under various excuses (such as Alipay troubles; I hope the capital turnover will be quick and so on. ), the complaint will be regarded as a "permanent public warning", and the commodity bidding and publishing authority of 1 month will be restricted.
If the respondent is complained twice or more and refuses to use Alipay for different transactions (such as Alipay is troublesome; I hope that the capital turnover will be fast, and all of them have been treated as "permanent public warnings", then this complaint will be frozen.
If there is a dispute between the buyer and the seller on whether to use Alipay, and the seller finally agrees to use Alipay, the complaint will be "revoked".
If the seller can provide the invoice and the buyer's receipt certificate, the complaint will be "revoked".
If the seller does not actually deliver the goods, let the buyer confirm the receipt first, and the complaint will be "permanently frozen".
Fourth, collection does not deliver goods.
Definition:
After the buyer and the seller used Alipay to make a transaction on Taobao, the seller confirmed the delivery status, but actually failed to fulfill the delivery obligation and refused to deliver or refund. That is, "collection without delivery"
Complaints and appeals rules:
To the complainant: You can provide favorable documents for your complaint. Please press the following options to explain your next complaint: We will make a complaint within 5 days.
If the seller says that the goods have been delivered, but you have not received them, please indicate on the complaint page, and we will contact the seller to investigate the whereabouts of the goods with the carrier;
If you have received the goods, you can click to cancel the complaint;
If your complaint type is wrong, please contact us in time so as to help you change the correct type during the complaint period.
To the respondent: Your complaint and the vouchers provided will be used as the basis for ascertaining the facts. Please press the following options to make your next complaint:
If it is delivery, please provide proof of delivery;
If the buyer has not received the goods after your delivery, please indicate it on the complaint page and ask the carrier to check the whereabouts of the goods.
If the buyer's complaint type is wrong, please contact us in time to verify the situation. We will handle the complaint within 5 days.
Punishment rules:
If the buyer and the seller have reached an agreement, and the buyer has confirmed the receipt and the transaction has been completed, the complaint will be handled as "cancellation".
If the seller's delivery is a false act, resulting in the buyer's failure to receive the goods, the seller has been urged to make a payment, and the complaint is handled according to "permanent publicity supervision". If the buyer has applied for a refund, the complaint will give the final complaint handling opinion according to the result of the refund after the "refund" dispute is handled.
Alipay confirmed that after receiving the payment from the buyer, the seller failed to fulfill the delivery obligation and refused to take the initiative to refund the buyer. The complaint is treated as a "permanent public warning", and the authority to issue bids for this commodity is limited to 1 month, and the violation is "frozen" again.
Alipay confirmed that the seller failed to deliver the goods in time after receiving the buyer's payment, but later reissued or confirmed the refund to the buyer, and the complaint was treated as "1 month for public viewing", and the product release authority was limited 14 days.
5. The goods are inconsistent with the online description.
Definition:
It means that after the buyer and seller trade on Taobao, the goods received by the buyer are inconsistent with the online description, which affects the normal use.
Complaints and appeals rules:
Complainant: You can provide favorable documents to make a complaint. Please press the following options to explain the next complaint:
Please provide relevant picture proof;
If the goods have been returned, please provide your proof of return;
If your complaint type is wrong, please contact us in time so as to help you change the correct type during the complaint period. We will handle the complaint within 5 days.
To the respondent: Taobao suggests that buyers and sellers actively communicate and eliminate misunderstandings. As sellers, we hope to give each other a reasonable explanation and provide corresponding vouchers. Your integrity is in your own hands. Please actively coordinate with the complainant, and you and your buyer will definitely resolve all misunderstandings. We are also very concerned about your complaint. Your complaint and the vouchers provided will be used as the basis for judging the facts. Please press the following options to make your next complaint:
Explain the situation according to the relevant unqualified contents put forward by the buyer;
If it is the proof of this product, please upload it to the complaint page; If you are willing to return the goods, please explain it on the complaint page and contact the buyer in time;
If the buyer's complaint type is wrong, please contact us in time to verify the situation. We will handle the complaint within 5 days.
Penalty rules: The buyer and seller negotiate successfully, and the complaint is "revoked".
The seller was repeatedly complained that the description was untrue and the circumstances were serious. Complaints were permanently frozen, website login was restricted, and Want Want login was restricted. If the goods received by the buyer are not completely consistent with the online description, which affects the normal use, after verification, the complaint will be handled as "public warning or viewing 14-90 days", and the right to bid and publish the goods will be restricted for 0-7 days.
If the buyer has applied for a refund, the complaint will give the final complaint handling opinion according to the result of the refund after the "refund" dispute is handled.
The goods received by the buyer were not completely consistent with the online description, but the seller did the corresponding after-sales service afterwards. Both parties actively negotiated and resolved, canceled the complaint, gave a verbal warning, and cancelled the evaluation right.
Sixth, malicious evaluation
Definition:
It means that the evaluator maliciously uses himself or others' name to make a "bad review" or "middle review" of Taobao members for the purpose of causing damage to the evaluated members.
Complaints and appeals rules:
To the complainant and the respondent: Taobao has the right to judge the evaluation made by the evaluator, and Taobao has the right to directly delete the evaluation. The circumstances of deleting malicious comments include but are not limited to the following:
1. There are foul language, pornography, abuse and words that violate the spirit of "harmonious society" in the evaluation;
2. Suspected malicious evaluation of the same industry.
3. During the transaction, the appraiser threatened the appraiser with the medium or bad reviews, or made unreasonable demands (such as no return, refund, price reduction, etc.). )
4. All the bad reviews caused by using Taobao recommended logistics (such as out of stock, late arrival time, etc. )
Taobao reserves the right to punish the evaluator after deleting the malicious evaluation. We will handle the complaint within 5 days.
Punishment rules:
If the negotiation between the buyer and the seller is successful, the complaint will be "revoked".
Within 5 days, the respondent has complained that the bad evaluation caused by misunderstanding between both parties has been verified, and the evaluation has been revoked or modified, and the complaint will be "revoked".
For the words involved in the evaluation, such as foul language, pornography, abuse and violation of the spirit of "harmonious society", after verification, this evaluation is deleted, the evaluator is given a warning for 30 days, the release of goods is restricted 1 day, the purchase of goods is restricted 1 day, and the evaluation right is cancelled.
Respondents use evaluation to crack down on the behavior of sellers in the same industry. After verification, the evaluation was deleted, the evaluator was given a warning of 90 days, the release of goods was restricted for 3 days, the purchase of goods was restricted for 3 days, and the evaluation right was cancelled.
If the respondent violates the rules for many times, and the circumstances are serious, he will be given a permanent warning, and the goods will be released in 14 days, and the goods will be purchased in 14 days, and the evaluation right will be cancelled.
Seven, interfere with website behavior (080807)
definition
If Taobao members have the above-mentioned behaviors or the following behaviors: speculating on credit, making troubles in forums, making false representations, publishing advertising information without authorization, unfair competition with peers, misleading consumers, abusing or threatening or personally attacking counterparties, making profits by taking advantage of loopholes in rules, improving the chances of winning prizes/concessions by means of repeated registration/false transactions, unreasonably increasing customer service in ways that Taobao considers unreasonable (including publishing a large number of goods but a small transaction volume), etc. ), gather many people to initiate acts that violate laws/policies/ethics or target peers or websites, and other acts that violate (or are suspected of violating) business ethics such as honesty or laws and regulations or Taobao rules, and Taobao will punish them according to the circumstances.