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Transaction rules and complaint handling rules of Yiwugo

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 楼主| 发表于 2019-4-23 16:04 | 显示全部楼层 |阅读模式
In order to strengthen the online procurement order of Yiwugo, improve the after-sales service system, regulate the behavior of merchants and protect rights and interests of purchasers, the online transaction rules and complaint handling rules of Yiwugo are released as follows:

Ⅰ. Delivery

1. Delivery time: the seller should deliver the goods within 5 days after the payment of buyers, and fill in the correct shipping information in Yiwugo.                        
If the goods cannot be delivered, the delivery time can be extended through negotiation by both parties. Note: the 24-hour or 48-hour delivery or other agreed delivery time should be excluded.

2. If the product is not delivered for a long time, the seller should confirm with the buyer whether the product is needed before delivery.

Ⅱ.Receipt of goods

1. The buyer receives the goods and clicks to confirm receipt.

2. If the buyer fails to confirm the receipt 15 days after delivery time, it will be confirmed automatically by the system.

3. If the buyer does not receive the goods but the system confirms receipt automatically, please apply for intervention of the customer service department.

Ⅲ. Returns/exchange/refunds/repair

1. If the goods are counterfeit or not what you ordered, and if the goods are not seriously as described online, the goods can be exchanged and the freight should be borne by the seller. If there still exists problems after exchange, the trade could be refunded. The goods could be disposed through negotiation by both parties.

2. If the buyer fails to receive the goods, refuse to sigh for the goods or return the goods after sighing for the goods because of the seller’s delivery violation, the trade will be refunded and freight is borne by the seller. Note: if the seller provides evidence that the buyer has received the goods, or if the goods are not delivered because of wrong receipt information from buyer, and the buyer does not raise any other objection, the trade will not be refunded.

3. In the case of customized commodity transaction, the seller and buyer should specify delivery time and delivery standard of commodity. Before the expiration of delivery time, the buyer should negotiate with the seller if he/she initiates a refund without justified reasons, except the situation that the seller clearly expresses not fulfilling the contract. The trade will not be refunded if the buyer refuse to sign for the customized goods without justified reasons.

4. If there exists after-sales service period, it should be agreed in advance. If quality problems occur within the period, the seller should be responsible for the maintenance or exchange of the goods and undertake the freight. If there still exists problems, the trade can be refunded, and the goods could be dealt through negotiation by both parties.

5. The stipulations should be followed if it exists between buyer and seller. If the stipulations is unclear, and it is impossible to determine the responsibility for the dispute according to the rules, the transaction should be returned and refunded, and the delivery freight is borne by the seller and the return freight is borne by the buyer.other losses caused by the unclear stipulations should be borne by both parties, and the proportion of losses should be determined by customer service department according to specific situation.

Ⅳ. Refund/frozen funds  
                                                         
You can initiate a refund/freezing funds as following situations:

1. The goods are not delivered for a long time, or goods are not received within 15 days after delivery.

2. There exists quality problems, cargo damage, unmatched items, shortage of quantity and other problems. The buyer need refund or exchanging goods.

3. For other reasons, please explain the situation.

Ⅴ. Unfreeze funds/refunds/ release payment

1. It is confirmed receipt, refunded or completed goods exchange by negotiation of both parties.

2. In the trade dispute, both parties are accepts result of coordination by intervene of customer service department to complete confirming receipt or refund.

3. Customer service department of Yiwugo can not contact the buyer within 5 days after the buyer initiate freezing fund or a refund, then it will be deemed as giving up coordination. The payment will be released.

4. It has been coordinated repeatedly within 30 days and both parties do not recognize result of coordination, the coordination will be terminated and the payment will be released. The buyer could safeguard legal rights in other ways. Customer service staff of Yiwugo will not be involved any more.

Ⅵ. Settlement of trade disputes:

1. Customer service staff will contact both parties for information and coordination within 1-2 working days after the fund freezing/ refund is initiated.

2. Both parties shall submit evidence to facilitate the settlement of the dispute.

3. If the buyer initiates the return of goods for refund, he/she should return the goods within 5 days and fill in the logistics information under the premise of mutual agreement.

4.  After receipt of notification from customer service department of Yiwugo, the seller should actively cooperate with staff to deal with freezing fund/refund within 5 working days.

If there is any problem, please contact customer service department in time for feedback. If it is handled negatively, marks of the online store will be deducted(50 points each time). In severe cases, rights of the online store will be down or the shop will be closed.

Ⅶ. Rewards and punishment for merchants

1. Suppliers who actively deal with disputes will get priority to participating in online activities “ju pian yi” and “zhong chou”.

2. Suppliers who are uncooperative will get necessary punishment.

(1) Points of the online store will be deduced if the seller receive complaints from buyers for reasons that quality problems of goods, violation of delivery and improper after-sales service.

(2) For suppliers who do not communicate actively with buyers or deal with disputes actively, if they still fail to cooperate after being remind or deducting points, rights of the online store will be down or the online store will be closed temporarily or permanently.

(3) For suppliers who are dishonest, points of the physical store will be deducted.

Due to the continuous development of Yiwugo platform, the rules will be continuously updated.

                                           Website Operation Department

                                           2019/04/23

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