1. Agreement dispute process (focusing on negotiation between buyers and sellers, sellers need to pay special attention to reaching an agreement with buyers as much as possible)
Generally speaking, the seller must respond within 5 days after the buyer opens an agreement dispute, otherwise the system will automatically execute the solution selected by the buyer.
If the seller responds promptly within 5 days and is willing to accept the content of the agreement, the buyer and seller reach an agreement and the system will execute it. If the seller rejects the buyer’s agreement, he needs to resubmit a new agreement. If the buyer agrees to the new agreement, the system will execute the agreement; if the buyer refuses, the dispute will escalate and the mediation center will need to intervene.
2. Upgraded dispute handling process (focusing on the validity of evidence, sellers need to pay special attention to the cutoff and validity of submitted evidence)
When the dispute escalates, if the buyer has not received the goods, the seller needs to provide a valid order in the system within 3 natural days, otherwise the system will automatically execute the buyer’s agreement. If the seller submits the order in time, after review by the Dunhuang.com platform, the mediation center will refer to the policy for receiving goods for full/partial refund or loan.
In the event that the goods do not match the description, the buyer needs to provide valid evidence within 3 natural days. The Dunhuang.com platform will review the evidence and determine the responsible party to make a ruling, deciding on a full/partial refund, loan, or return and refund. After that, the seller must fill in the return address in the system within 5 natural days, otherwise the system will automatically refund the buyer. After the seller fills in the return address, the buyer must fill in the return order number in the system within 7 natural days, otherwise the system will automatically release the money to the seller.
3. Seller’s handling of disputes at various stages
Disputes generally go through three stages: the agreement stage, the dispute initiation stage, and the ruling execution stage. Regardless of the stage, the seller must cooperate with the system and the buyer to respond promptly and actively negotiate to ensure that the dispute can be properly resolved and the customer can be satisfied.