(I) Order Cancellation
Buyers cannot cancel GS orders that have been shipped, but buyers have the right to request cancellation and refund for orders that have not been received for more than 30 days (based on payment time). The losses shall be borne by the seller. Losses not caused by the seller shall be handled separately.
(II) Return and Exchange
Buyers must submit requests within 7 days after receiving the goods. For GS orders, if the buyer requests a return after receiving the goods due to the seller’s wrong shipment, missing shipment, or product quality issues, the goods will be returned to the overseas warehouse, and the overseas warehouse will charge a certain fee according to the “customer return processing fee”. The seller can apply to the platform staff to send the goods back to China, and the shipping fee shall be borne by the seller. 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.
(III) Order Dispute Handling
If the seller does not respond within 3 days after the buyer initiates the dispute, the order will be automatically submitted to the platform for arbitration. The platform will handle the dispute according to the handling plan proposed by the buyer and record it in the seller’s point deduction item.
(IV) After-sales Processing
When the buyer applies for after-sales service, the platform automatically approves the after-sales application and sends feedback to the backend of the seller center.
Step 1: Log in to the backend of the seller center.
Step 2: Click “Service” > “Apply After Sales” > “View” to enter the details page of the buyer’s after-sales application.
Step 3: Check the reason for the buyer’s return. According to the description provided by the buyer, the seller can perform the following operations.
(1) You can directly provide the buyer with an after-sales plan. There are four types of after-sales plans: refund only, refund and return, exchange, and repair.
(2) You can contact the buyer by phone, communicate, and then make a plan selection.
(3) If the buyer returns the product maliciously and the negotiation with the buyer fails, the seller can reject the buyer’s after-sales application. In this case, the platform can be arbitrated, and the platform will arbitrate according to the actual situation.
According to the arbitration decision, the seller can set any one of the following options: refund only, refund and return, exchange, or repair, and submit it to provide feedback to the buyer.
(4) The seller can choose a partial refund and fill in the refund amount; if the default is selected, a full refund will be made. When the seller refunds, the platform commission will also be returned accordingly, and the seller will not incur additional expenses.
Step 4: Wait for the buyer to agree to the after-sales plan and provide the platform with the corresponding return information.
Step 5: Check the after-sales situation.
The seller clicks “Service” > “Apply After Sales” > “View” to check the after-sales situation on the details page where the buyer applies for after-sales service.