(1) Order Cancellation
Buyers cannot cancel GS orders that have been shipped, but if the order has not been received for more than 30 days (based on payment time), the buyer has the right to request cancellation of the order. and refund, the loss will be borne by the seller, and losses caused by reasons other than the seller will be handled separately.
(2) Return or exchange
The buyer must make a request within 7 days after receiving the goods. For GS orders, if the buyer requests a return after receiving the goods due to incorrect or missing shipments from the seller, or product quality issues, the goods will be returned to overseas warehouses, and the overseas warehouses will charge a certain fee based on the “Customer Return Processing Fee.” Sellers can apply to the platform staff for shipping back to China, and the seller must bear the shipping costs themselves. If the seller does not request a return to China within 90 days from the date of return, the platform will treat it as scrapped.
(3) Order Dispute Handling
If the buyer initiates a dispute and the seller does not respond within 3 days, the order will be automatically submitted to the platform for arbitration. The platform will handle the dispute according to the solution proposed by the buyer and record points deductions from the seller.
(4) After-sales processing operations
Buyers apply for after-sales, and the platform automatically reviews and approves the after-sales application and feeds it back to the seller center backend.
Step one: Log in to the Seller Center backend.
Step 2: Click “Service” > “Apply AfterSales” > “View” to enter the details page where the buyer applies for after-sales.
Step 3: Check the reason for the buyer’s return. Based on the description provided by the buyer, the seller can perform the following operations.
(1) Can directly provide buyers with an after-sales solution. There are four after-sales plans: refund only, refund, return and exchange, and repair.
(2) You can contact the buyer by phone and make a plan selection after communication. (3) If the buyer encounters a malicious return and fails to negotiate with the buyer, the seller can reject the buyer’s after-sales application. In this case, the platform can be arbitrated, and the platform will also arbitrate based on the actual situation. According to the arbitration decision, the seller can set any item among refund only, refund return, exchange, and repair and submit it, and then feedback to buyer.
(4) The seller can choose a partial refund and fill in the refund amount; if the default is selected, it will be a full refund. If the seller refunds, the platform commission will be returned accordingly, without causing additional expenses to the seller.
Step 4: Wait for the buyer to agree to the after-sales plan and provide the corresponding return information to the platform.
Step 5: Check the after-sales situation.
The seller clicks “Service” > “Apply AfterSales” > “View” to go to the details page of the buyer’s after-sales application to view the after-sales situation.