The product actually received by the buyer does not match the seller’s advertising pictures or descriptions, such as size, dimensions, color, appearance, style, model and material, and can be judged intuitively by the naked eye.
① Description does not match: If the buyer provides valid proof, if it is judged to be seriously inconsistent with the description, the mediation center will implement a full refund or a high-value partial refund, and the buyer does not need to return the product. If it is judged to be generally inconsistent, if the buyer agrees to a partial refund, the mediation center will implement the corresponding partial refund. If the buyer chooses to return the product for a refund, the seller shall bear the return shipping costs and risks, and the mediation center will cooperate and follow up. For details, please refer to the “Dunhuang Network Dispute Handling Policy”.
② Quantity does not match: The mediation center will investigate the dispute according to the freight bill certificate or weighing certificate provided by the buyer and seller, and make a ruling based on the certificate.
③ Quality issues: If the buyer can provide relevant evidence (pictures, videos) that meets the content of the complaint and can be confirmed by the mediation center, the complaint is the seller’s responsibility. If the buyer requests a return and refund, the seller shall bear the return shipping costs and risks. At the same time, if the goods have serious quality problems that affect the buyer’s use, the mediation center will directly determine that the seller is fully responsible and issue a full refund, and the buyer does not need to return the goods.
④ Fake goods: For jewelry, if the seller’s product description contains the words diamond, gold, and silver, but the seller cannot provide products that match the description (based on the picture evidence provided by the buyer), it is considered the seller’s responsibility, and the mediation center will rule for a full refund after intervention.
⑤ Intellectual property infringement: For complaints about intellectual property infringement, if the seller cannot provide the brand authorization certificate of the brand holder, the mediation center will intervene and rule that the seller is fully responsible and issue a full refund.
⑥ Virtual products: For complaints about products without physical transactions, a full refund will be issued once the mediation center intervenes.
⑦ Inconsistent freight method: If the seller does not execute the order according to the freight method specified by the buyer, and the buyer escalates the dispute over this issue, it is considered the seller’s responsibility. After the mediation center intervenes, it will rule that the seller compensates the buyer accordingly based on the freight generated by the actual freight method of the order and the freight amount specified and paid by the buyer.