(1) After-sales processing process
Step one: Enter the backend homepage of the Seller Center, click “Return Center” > “After-sales Management” to find the order that needs to be processed.
Step 2: Enter the order details page, find the after-sales order number and click to enter the after-sales details page
Step 3: Review the order for after-sales application.
(2) Two forms of after-sales processing
1. In the case of returns and refunds
Returns and refunds are divided into two forms, namely 7 No-questions-asked refund within 7 days and no-question-asked refund within 7 days.
(1) 7-day no-reason refund
Specific operation process: Buyer initiates application (within 7 days of receipt)>Agree the application (automatic system, no confirmation from seller is required)> ;Notify buyer to return>Return item (within 14 days)>Verify item>Confirm that returned buyer receives refund.
Notes:
① The buyer initiates a 7-day unreasonable after-sales application online, which does not require review by the seller.
② After initiating the application, the buyer needs to return the goods to the local warehouse offline. If the goods are not returned for more than 14 days, the system will close the refund application.
③Due to customs, import and export costs, etc., if the buyer returns the goods, the goods will not be returned to the country
④If a return occurs due to “7-day no-reason return”, the platform will bear the responsibility for the order 50% of the amount (excluding logistics fees).
⑤Whether a product supports 7-day no-reason returns is determined by the secondary category. The specific secondary category can be downloaded in the background of the website, or directly enter this website to view: https://images-global .kikuucom/upload-productDetailImg–1760849772.pdf.
(2) No reason to refund within 7 days
Reason for refund: The product does not match the description, the product is underdelivered, and the product is missing. delivery, quality problems, damaged goods and wrong delivery, etc.
Sellers who agree to the refund application can choose between return and refund or refund without return
①Return and refund
Operation process: Buyer Apply for a refund (within 14 days after receiving the goods)> Seller review (within 3 days)> Agree> Negotiate whether to return the goods> Return the goods (within 14 days)> Verify the goods> Confirm return> Buyer receives refund .
②Refund without return
Operation process: Buyer applies for refund (within 14 days of receiving the goods)> Seller review (within 3 days)> Agree> Negotiate whether to return the goods >Confirm return (automatic)> The buyer receives a refund.
If the seller does not agree with the buyer’s refund application, he can do the following to refuse the refund:
Buyer applies for refund (within 14 days of receipt)>Seller review ( Within 3 days)>Reject platform arbitration>Arbitration passed/not passed>Buyer returns goods/no return>Seller refunds/no refund
2. Only refund case
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(1) When the buyer does not actually receive the goods due to various reasons, but the order status in the system has changed to the buyer’s received status, the buyer can use the refund only option to initiate after-sales service Apply.
(2) All after-sales applications for refund only are the responsibility of the platform by default.
(3) All refund-only applications are currently based on the platform process, without seller intervention or fees.
Notes:
① The seller needs to complete the review within 3 days after receiving the refund application, otherwise it will be processed according to the seller’s opinion by default (and the default rule is that the buyer is required to return the refund).
② If the seller refuses the refund application due to the reason of “less/missing shipment”, the corresponding evidence must be uploaded when rejecting. At this time, the buyer does not need to return the product; if the seller overtimes the review, the buyer will No need to return items either.
③ For the after-sales caused by the buy one, get one free activity, whether it is the main product or the gift, the after-sales process will be handled according to the sub-order dimension of the product. Regarding the after-sales service caused by “less/missing delivery”, if both parties have objections after arbitration by the platform, they can provide evidence to appeal. For buyer complaints caused by non-delivery of gifts, the seller shall bear 50% of the sub-order amount.