Since disputes can have different degrees of impact on both buyers and sellers as well as the platform, the platform will assess the indicators related to seller disputes and then impose penalties. Each cross-border e-commerce platform has corresponding penalty measures.
(1) Dispute filing rate
The dispute filing rate is the ratio of the number of orders where buyers filed disputes minus the number of orders where buyers actively cancelled disputes to the number of shipped orders.
Calculation method: Dispute filing rate = (number of orders where buyers filed refunds within the assessment period – number of orders where buyers actively cancelled refunds) – number of orders where buyers confirmed receipt + confirmation of receipt timeout + number of orders where buyers filed refunds).
(2) Dispute filing rate (also known as “dispute filing rate”)
The buyer and seller cannot reach an agreement on the refund processing for the buyer’s dispute, and finally submit it to AliExpress for arbitration. The order then enters the dispute arbitration stage. The dispute filing rate refers to the ratio of the number of orders where buyers filed refunds within a certain period to the number of shipped orders.
Calculation method: The rate of initiation of inappropriate goods arbitration = the number of inappropriate goods dispute orders submitted to the platform for arbitration during the assessment period – the number of orders submitted to AliExpress for arbitration during the assessment period (buyer confirmation of receipt + confirmation of receipt timeout + buyer’s refund application and resolution + number of orders submitted to AliExpress for arbitration).
(3) The rate of inappropriate goods seller responsibility arbitration (also known as the “inappropriate goods arbitration responsibility rate”)
When a dispute order is submitted to AliExpress for arbitration, AliExpress will make a one-time arbitration based on the responsibilities of both the buyer and the seller. The rate of inappropriate goods seller responsibility arbitration refers to the ratio of the number of inappropriate goods orders submitted to the platform for arbitration and ultimately ruled as the seller’s responsibility to the number of shipped orders within a certain period.
Calculation method: The rate of inappropriate goods seller responsibility arbitration = the number of inappropriate goods dispute orders submitted to the platform for arbitration during the assessment period and ultimately ruled as the seller’s responsibility – the number of orders submitted to AliExpress for arbitration and ultimately ruled as the seller’s responsibility – the number of orders submitted to AliExpress for arbitration and concluded).