Dispute handling methods and case analysis of discrepancies between DHgate.com and Amazon product descriptions
In cross-border e-commerce transactions, one of the common disputes is that the goods do not match the description. Platforms such as Dunhuang.com and Amazon have detailed processing procedures and cases to ensure the rights of buyers.
DHgate.com’s product description does not match the dispute settlement policy
Description does not match
When the product actually received by the buyer does not match the seller’s advertising pictures or descriptions, such as size, size, color, appearance, style, model, material, and it can be judged intuitively, the mediation center will determine whether there is a serious discrepancy based on the situation. . In the case of serious discrepancies, the mediation center will implement a full refund or a high-amount partial refund, and the buyer does not need to return the goods; in the case of general discrepancies, if the buyer agrees to a partial refund, the corresponding partial refund will be implemented. If the buyer chooses to return the product for a refund, the seller must bear the return shipping costs and risks, and the mediation center will follow up.
Quantity does not match
For quantity discrepancies, the mediation center will investigate based on the freight receipt certificate or weighing certificate provided by the buyer and seller, and make a ruling accordingly.
Quality issues
If the buyer provides relevant evidence (such as pictures, videos) to prove the quality problem, and it is confirmed by the mediation center to be true, it will be considered the seller’s responsibility. If the buyer requests a return for a refund, the seller must bear the return shipping costs and risks. For serious quality problems that seriously affect use, the mediation center will directly determine the seller’s full responsibility and implement a full refund. The buyer does not need to return the product.
Fake goods problem
Especially for jewelry products, if the seller’s product description contains words such as “diamond”, “gold”, “silver”, etc., but cannot provide products that match the description, the seller will be based on the picture evidence provided by the buyer. , deemed the seller’s responsibility, and ruled a full refund.
Intellectual property infringement
For complaints about intellectual property infringement, if the seller is unable to provide proof of authorization from the brand holder, the Mediation Center will intervene and rule the seller fully responsible and issue a full refund.
Virtual products
For product complaints without physical transactions, once the mediation center intervenes, a full refund will be implemented.
The freight method does not match
If the seller fails to deliver the goods according to the shipping method specified by the buyer, and the buyer escalates the dispute, it will be deemed the seller’s responsibility. After the mediation center intervenes, it will award the seller corresponding compensation based on the actual freight incurred and the amount of freight paid by the buyer.
Case analysis of cross-border e-commerce dispute settlement
Case: Amazon seller successfully resolved disputes
A customer purchased a pair of women’s leather shoes on Amazon, but the color of the product they received was not as described, so she complained to the seller. After receiving the complaint, the cross-border e-commerce customer service staff quickly contacted the customer and verified the content of the complaint. Subsequently, the seller provided two solutions for customers to choose from:
- Customers can keep the item and receive a partial refund (the exact amount will be determined on a case-by-case basis).
- Customers can choose to return the product and the seller will provide a replacement or a full refund.
In this way, the dispute was properly resolved and the customer was satisfied. The customer service email content in this case can be used as a reference template when dealing with similar issues.
Dear Customer,
Thank you for the evidence. We are deeply sorry for not discovering the problem in time and promise to pay more attention to such issues in the future. In order to solve your problem as soon as possible, we provide the following two solutions for your consideration:
- You can keep your existing items and we will issue a partial refund.
- Or you can return all items and we will arrange an exchange or full refund.
Please choose one of the solutions and let us know.
Thank you!
(your name)