If the buyer has not confirmed, the order will be automatically completed according to different transportation methods. The following issues should be considered specifically:
(1) Specific time: If the order is selected as express logistics, it will be shipped 60 days after delivery by Post Air Parcel, and 15 days after delivery by other carriers.
If the order is selected as land transportation logistics: 30 days after delivery; if the order is selected as air transportation logistics: 15 days after delivery; if the order is selected as sea transportation logistics: 45 days after delivery.
(2) Evaluation and dispute resolution: After the credit guarantee order is completed, the buyer will evaluate or modify the evaluation of the credit guarantee order within 30 days. At the same time, the seller can also invite the buyer to evaluate the order that has not been evaluated yet. Within 30 days after the buyer leaves a review, the seller can reply to the buyer’s comments or contact the buyer to modify the review content (the buyer has only one modification opportunity for each order). If the buyer’s review content contains offensive words, you can file a complaint with Alibaba platform within 7 days after the buyer leaves a review and contact the service complaint. If the buyer modifies the review, he will also have one opportunity to modify the reply (expired after 30 days).
(3) Total score: The total score is the average of the three scores, and the score of each score is the cumulative score of the supplier divided by the number of times the score is scored. Note that in each natural month, the scores of transactions between the same buyer and seller are only counted for the first three times, excluding the deleted scores. When the buyer completes the evaluation, the credit guarantee order is truly completed.
(4) Dispute resolution for credit insurance orders: Here we need to resolve two issues regarding credit insurance platform delivery. What if the buyer (customer) is dissatisfied after delivery and files a complaint? How will Alibaba handle the situation?
After receiving a complaint from a buyer, the merchant needs to actively cooperate with the buyer to resolve the dispute. If there is no online response to the buyer’s dispute within 5 natural days, the buyer can apply for Alibaba’s dispute team to intervene and assist in handling the dispute. For disputes during the negotiation period, it is recommended that the seller actively respond, and agree or propose a new solution. After responding, wait patiently for the buyer’s response. If the buyer does not respond for more than 7 days, the dispute will be automatically closed. If the seller and the buyer have failed to reach an agreement after 3 days of the buyer’s filing, and the negotiation is no longer possible, the seller can also actively apply for Alibaba’s intervention. If no agreement is reached or the refund application is withdrawn within 30 days after the refund application is initiated, the case will be automatically upgraded to arbitration. After Alibaba’s intervention, further evidence will be collected and arbitration will be conducted based on the evidence provided by the buyer and seller. If the evidence has been provided, please wait patiently. If additional evidence is required, the dispute handling personnel will also contact the seller. Please pay attention. The main thing the seller can do is to actively cooperate in the evidence collection and try to resolve the dispute through negotiation with the buyer. If the buyer does not provide evidence for more than 3 days during the arbitration stage, the dispute will be automatically closed.
The Alibaba dispute team intervenes to assist in handling the principles for reference as follows.
Regarding the issue of delayed delivery: the buyer and seller responsibilities are determined based on the credit guarantee service rules and the delivery period agreed in the contract:
Regarding product quality issues: If there are still doubts about the product quality within 30 days after receipt (receipt here refers to manual confirmation of receipt or automatic confirmation of receipt by the system), you can file an inspection request with the Alibaba inspection platform. The buyer and seller responsibilities are determined based on the guarantee service rules, the product quality standards agreed in the contract, and the inspection report issued by the third-party inspection company (BV, TUV, SGS). The inspection fee is paid by the buyer first and then by the responsible party.
Note: For historical credit guarantee orders that are guaranteed until delivery, before delivery (after delivery + 15 days for overdue delivery), if the buyer has doubts about the quality, he or she can initiate a dispute on the platform.