These Rules were publicized on September 20265438 10, and came into effect on September 20265438 17.
Specific new content:
Chapter I General Provisions
Article 1 [Overview]
In order to clarify the dispute settlement standards of flowers and green plants trading on Taobao platform and reduce disputes arising from after-sales disputes between buyers and sellers, this specification is formulated according to the General Rules of Taobao Platform and the Dispute Settlement Rules of Taobao Platform. Where there are provisions in this specification, this specification shall prevail. Scenes not separately described in this specification shall be implemented in accordance with Taobao platform dispute handling rules, Taobao seven-day unreasonable return specification and Tmall seven-day unreasonable return specification.
Article 2 [Scope of Application]
This specification is applicable to the transaction dispute settlement of goods that have been released or should be released by Tmall and Taobao. The first category is: flower express/flower simulation/green gardening.
Chapter II Handling Norms
Section 1 General principles
Article 3 [Return for Buyer's Reason]
(1) Due to improper planting and maintenance by the buyer, flowers or green plants withered and died. Taobao does not support the buyer's request for return.
(2) The buyer's request for return is based on personal feelings, aesthetics and other subjective factors (such as ugly color and impure fragrance). Taobao does not support the buyer's return request.
Section 2 Specific dispute handling norms
Article 4 [Receipt]
If the buyer refuses to sign for the goods with flowers and green plants without justifiable reasons, the related freight and the risk of damage and loss of the goods (withering, rot, death, etc. The expenses arising therefrom shall be borne by the buyer. Unless otherwise agreed by the buyer and the seller, such agreement shall prevail.
Article 5 [Commodity Quality]
(A)[ wither and die without germination]
The buyer claimed that the goods were withered, dead and not germinated.
1. Evidence requirements
(1) certification content:
(1) Buyer's certification:
For flowers and green plants (including seed goods), buyers can provide pictures of withered, dead and non-sprouting goods, complete unpacking videos, transaction snapshots or Ali Wangwang's chat records and other materials to prove that the withered, dead and non-sprouting goods are real.
(2) the seller's certification content:
For seed commodities, the seller can provide the manufacturer's distribution certificate, commercial invoice and other relevant certificates to prove the source or ex-factory compliance of the commodities.
(2) Limitation of proof:
① If the flower buyer claims that the flower withered and died, he should take photos and contact the seller for negotiation within 24 hours after signing the goods.
② The buyers of meat, green plants and ball games take photos and contact the sellers for negotiation within 7 days after signing the goods.
(3) The buyer of seeds and balls should plant them according to the method described by the seller. If it does not germinate after the germination period, the buyer shall contact the seller in time for consultation.
2. Processing standards
(1) Flowers and green plants (including seeds) wither, die and do not germinate;
(1) The buyer's evidence is confirmed to be valid, and some withered, dead and non-germinated goods are supported for refund; Gift packaging, flowers and bouquets account for more than 50% of the total number of goods and wither and die, with a full refund.
(2) For the seed commodity, if the seller's evidence is judged to be valid, the transaction supports the seller.
(2) Taobao does not accept overdue certificates from buyers. The time for the buyer to sign for the goods is based on the time recorded by the courier company system. If the seller and the buyer have otherwise agreed on the time and method of proof, such agreement shall prevail.
(2)[ Diseases and Pests]
The buyer claims that the commodity exists including but not limited to the following conditions: discoloration, rot, root pests and other pests and diseases of the whole leaf.
1. Evidence requirements
(1) certification content:
Buyers can provide pictures of pests and diseases, complete unpacking videos, transaction snapshots, Ali Wangwang chat records and other information to prove the existence of pests and diseases.
(2) Limitation of proof:
The buyer shall take photos and contact the seller for negotiation within 7 days after signing the contract.
2. Processing standards
(1) If the flowers and green plants have discoloration, rot and root diseases and insect pests, if the buyer proves that the evidence is valid, the transaction supports the return, and the freight shall be borne by the seller.
(2) Taobao does not accept overdue certificates from buyers. The time for the buyer to sign for the goods is based on the time recorded by the courier company system. If the seller and the buyer have otherwise agreed on the time and method of proof, such agreement shall prevail.
Article 6 [Description of Non-conformance]
The buyer claims that the description of the variety/size of the goods received is inconsistent.
1. contents of the certificate
(1) Variety mismatch
The buyer can provide physical photos to prove that the description on the product details page or the seller's promise is untrue (including but not limited to leaf shape, vein direction, serrated leaf edge, trunk color, design and color, etc. ).
(2) Size mismatch
The buyer can provide physical measurement pictures (the measurement height is from the root of the leaf to the top of the leaf, and the crown width is the widest size of the branches and leaves when the seedlings are naturally placed), which proves that it is inconsistent with the product details page or the seller's commitment description.
2. Processing standards
If the buyer's evidence is confirmed to be valid, the transaction supports the return, and the freight is borne by the seller.
Article 7 [Non-performance of Contract Commitments]
The buyer claims that the seller fails to perform the guarantee, including but not limited to the following situations: refusing to perform the replacement obligation, failing to perform the replacement obligation within the promised period, and failing to perform the replacement obligation within a reasonable period.
1. Evidence requirements:
(1) certification content:
① The buyer can provide pictures of withered and dead goods, transaction snapshots and Ali Wangwang's chat records to prove that the seller's failure to fulfill the contract commitments is true.
(2) The seller can provide a reissued logistics voucher for the same product, which proves that the promise of packaging work has been fulfilled.
(2) Limitation of proof:
Buyers need to take photos and contact the seller for negotiation within the time limit promised by the seller.
2. Processing standards
(1) If the buyer's evidence is confirmed to be valid, the transaction support will refund the buyer.
(2) The seller promises to guarantee the goods. If the goods have been reissued, the quality problems of the reissued goods shall be handled according to this specification;
(3) Taobao does not accept overdue certificates from buyers. The time for the buyer to sign for the goods is based on the time recorded by the courier company system. Unless otherwise agreed by both parties, the agreement of both parties shall prevail.
Chapter III Supplementary Provisions
Article 8 [Effective Time]
The first effective time of this specification is from September of 202 1 year to September of1July.
Interpretation of rules:
First, how to understand that "the buyers of seeds and balls are planted according to the seller's description. If it does not germinate after the germination period, the buyer should contact the seller in time to negotiate. "
After receiving the goods that need seeds and balls, the buyer should plant them according to the method described by the seller. If there is no germination after the germination period, it should be promptly fed back to the seller or platform.
The normal germination period is generally 15 days. In actual dispute handling, the platform will make a comprehensive judgment based on the cognitive level and daily experience of ordinary people, climate, commodity types and other factors.
Second, how to understand "gift packaging, flowers and bouquets"?
Gift bouquets refer to all kinds of commemorative gift bouquets made of fresh cut flowers, such as Teacher's Day bouquets, Valentine's Day bouquets, birthday bouquets and so on.
3. The "reasonable period" in "Failure to fulfill the replacement obligation within a reasonable period"?
If both parties to the transaction have disputes over the performance time of exchange, and apply for Taobao's intervention, Taobao will determine a reasonable time limit according to the actual situation of the goods, and the seller must fulfill the exchange obligation within this time limit.
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