Taobao platform changes dispute handling rules to promote rapid returns and refunds

According to news from this site on December 26, Taobao announced that it plans to change the relevant rules of the Taobao platform’s dispute handling rules, which will officially take effect today. Judging from the new regulations, if a seller has negative reviews or has too many violations, may be directly judged to return or refund after receiving complaints.

Core Change Points

• Taobao has added new functions based on the platform’s own big data capabilities, which can identify multiple aspects of information and based on After-sales requests initiated by buyers that meet relevant circumstances, rules for quick refunds or returns and refunds are formulated based on

• in order to solve the problem of delayed shipments, forced shipments by sellers, and without the buyer’s consent. For the question, we need to add the rules for the direction of money processing

• Added new products that support 7-day no-reason returns or are judged by the platform to support buyer rejection, for buyers In the case of successful visa rejection, the terms for supporting refund processing

The following are the specific changes on this site:

Before the change

Chapter 3 Dispute Handling
Section 2 Delivery Specifications
Article 25 If the seller exceeds the agreed delivery time or has not yet shipped the goods when the buyer applies for a refund, the seller should obtain the buyer’s consent Will ship after approval.

After changes:

Chapter 3 Dispute Handling

Section 1 of the General Rules:

Article 23 Based on the protection of buyers’ rights and interests and the reasonable reduction or exemption of buyers’ evidence threshold, Taobao will use the platform’s own big data capabilities to impose information or product-level penalties, sellers’ store quality indicators (such as quality By combining single or multiple dimensions such as a large number of customer complaints on the buyer's side and perceptions of counterfeiting issues, a multi-faceted comprehensive assessment of the goods sold by the seller will be conducted, and it will be determined that the recently sold goods are inappropriately described, misleading, and counterfeit. The situation is highly probable. Furthermore, Taobao will directly provide quick return refunds or refund support to buyers who initiate post-sales activities that meet the above-mentioned relevant circumstances based on such probability determinations.

Section 2 Shipping Specifications:

Article 25 The seller delivers the goods without the buyer’s consent , and the buyer does not receive the goods or refuses to accept the goods, the resulting related costs and risks of damage, damage and loss of the goods shall be borne by the seller, and the order will be refunded to the buyer.

Signature specifications refer to the behavior that the receiving party must sign for in accordance with certain requirements during the handover of goods. The purpose of the signature specification is to ensure the safe handover and accurate recording of goods. When signing for the goods, the recipient should carefully check whether the quantity, quality and appearance of the goods are consistent with the transport documents, and sign the receipt for confirmation. If the goods are found to be damaged or the quantity is inconsistent, the receiving party should report it to the shipper in a timely manner and clearly record it on the receipt form. Compliance with signing specifications can effectively reduce cargo disputes and controversies, improve handover efficiency, and ensure the interests of both parties. Therefore, when signing for goods, the receiving party must carefully implement the signing specifications to ensure a smooth handover process

Article 38: For goods that support 7-day no-reason return Or for goods that Taobao determines to support the buyer's rejection, the transaction should support a refund after the buyer successfully rejects the product. The seller should recall the goods in a timely manner and bear the risk of damage or loss of the goods in accordance with the relevant agreement or agreement with the logistics company. If there is a freight dispute, it should be handled in accordance with the freight provisions in these rules

Interpretation of the rules:

How to understand "successful rejection" depends on Information displayed on the logistics company’s official website or Taobao platform system. If it is displayed as "rejected" or a return record has been generated, the rejection can be considered successful

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