Taobao Jingya is a platform upgraded from the original Taobao platform distribution. The platform also has certain regulations on after-sales for merchants settled in Jingya. Let’s take a look at what are the unified after-sales policies of Taobao Jingya for merchants?
Unified after-sales policy:
1. Non-bonded products: Suppliers must support 7-day unconditional return and exchange
2. Bonded products:
a. Return to bonded warehouse initiated by consumers for personal reasons (delivery status is subject to Taobao backend order information)
○ Not shipped: refund to consumers, no tax deduction;
○ Shipped but not signed: refund to consumers, tax deduction is required;
○ Shipped and signed: once cross-border goods are signed, they cannot be returned to the bonded warehouse. Suppliers/promoters need to add shopping instructions in a prominent position on the product details page, similarly
The promoter’s store must cancel the option of 7-day unconditional return and exchange. If the notification of incompatible return and exchange of the shipped and signed products is not provided, the person who does not provide it shall be responsible. If the supplier and promoter do not provide it, the supplier shall be responsible. If the distribution store does not cancel the option of 7-day unconditional return and exchange, the promoter shall be responsible.
b. For returns caused by product quality, the supplier shall bear all taxes and express fees;
c. Returns caused by damaged packaging and express transportation shall be borne by the supplier, and the supplier shall seek compensation from the warehouse or express delivery later;
d. The promoter fights for returns due to incorrect descriptions during the sales process;
e. If the customer applies for the intervention of the second-in-command and is sentenced to return due to disputes, the promoter will first provide certain evidence. If the platform determines that the return is received by the supplier, the tax transportation shall be borne by the supplier;
f. When the promoter bears responsibility, the supplier can only deduct tax losses, and shall not force returns, and shall not force deductions of other miscellaneous expenses.
Taobao Jingya Merchant After-sales Policy has different requirements for non-bonded and bonded products, including 7-day unconditional return and exchange, classification of return reasons and division of responsibilities.
The formulation and implementation of the unified after-sales policy for Jingya merchants is a concrete manifestation of Jingya platform’s commitment to improving user experience and building a good reputation. These policies not only provide strong protection for consumers, but also establish a good image for merchants and promote the healthy development of the platform.