Detailed explanation of how Alibaba International Station handles trade complaints, fraud and intellectual property issues

Types of cross-border e-commerce fraud

Cross-border e-commerce fraud is mainly divided into two types: two-party fraud and three-party fraud.

• Both-party fraud: For the purpose of illegal possession, one party deceives the trust of the other party by fabricating facts or concealing the truth, and then makes the other party pay the price or ship the goods without performing or incompletely performing the goods. The act of defrauding the other party’s property by fulfilling one’s own obligations. This type of fraud typically involves forged identities and obviously low prices.

• Three-party fraud: Involves both parties to cross-border e-commerce transactions and a third party. This type of fraud generally involves a third party intercepting information and impersonating one party’s identity to conduct transactions.

Cross-border e-commerce complaint types

Goods not received

• Not shipped directly: After the buyer paid, the goods were still not shipped when the supplier received a complaint.
• False delivery: After the buyer pays, the supplier provides false delivery vouchers. When the supplier receives a complaint, the complaining party does not receive the goods or the logistics order number provided has no tracking information.
• Rejection of return: The buyer and seller agree that after the buyer returns the product, the supplier will not resolve the issue (refuse to re-delivery, refuse refund, unreasonable delay, failure to contact, etc.).

The goods do not conform to the agreement

• The goods received by the buyer have serious quality problems.
• The buyer received less than the quantity or weight agreed upon in the contract.
• The goods received by the buyer are fake and not genuine.

How to handle trade complaints

• The buyer did not receive the goods: The supplier should negotiate with the buyer to deliver the goods or refund, and then provide the delivery or refund receipt as proof of solving the problem.
• The goods are inconsistent with the agreement: The supplier should negotiate with the buyer to reissue the goods, make up for the price difference, or jointly negotiate other solutions.

How to avoid trade complaints and fraud

• Do a good job in account management: Prevent your email from being stolen and be careful of the traps of account transfer.
• Be vigilant: Identify scammers. Usually buyers will be tempted by large orders, pay advance payment or provide fake shipping bills, and then refuse to pay the balance or demand a discount, or even use some unfair means to withdraw the goods and stop communication.
• Be careful when signing a contract: Avoid over-promising and leave yourself as much room as possible; avoid deceiving the buyer and tell the truth when you cannot deliver the goods as agreed in the contract to gain the buyer’s trust. Understand; avoid ignoring. When disputes arise between the two parties, friendly communication can usually reduce buyer complaints.
• Note after shipment:
  • Pay attention to logistics and transportation conditions. If goods are lost due to logistics reasons, you should promptly contact the logistics company for compensation, inform the buyer of the truth, and provide a compensation plan to avoid damage to yourself and gain better understanding from the buyer.
  • Assist customers to receive goods in a timely manner. When the goods arrive in the buyer’s country, they may be returned due to customs or due to unsuccessful delivery. Customers should be promptly reminded that the goods have arrived at the destination to reduce the occurrence of goods not being received due to third parties.
  • Retain product delivery voucher information, such as product photos and product quality inspection reports of delivery batches, to ensure that in the event of disputes, we have materials to prove that we are not responsible.

How to handle intellectual property complaints received by sellers on Alibaba International Station

View the details of the complainant and the product being complained about

• Log in to the Alibaba intellectual property protection system with your main account and password. After logging in, you can see “Complaints to be responded to” and “Historical Complaint Records” under the “Complaint Management” module. Find the corresponding complaint, click “Intellectual Property Number” to view the details of the intellectual property, click the name of the complainant under “Complainant” to view the complainant’s contact information and other information, click “Process Now” or “View Now” to view the specific products complained of information.

Positively respond to complaints

• If you think it does not constitute infringement or has reasonable authorization from the brand, you can file a counter-notification appeal. Log in to the Alibaba Intellectual Property Protection System, click “Complaints to be responded to” in “Complaint Management”, and initiate a counter-notification for complaints whose links have not been removed. You can also initiate a counter-notification for historical complaint records: click “Historical Complaint Records” in “Complaint Management” to view the case status.

Clean up infringing products

• If product information involves brand infringement, the product should be promptly checked and cleared to avoid repeated infringement. Log in to the intellectual property protection system and view the complaining party’s intellectual property information and contact information under “Complaints to be responded to” or “Historical Complaint Records” in the “Complaint Management” module. Click “Process Now” or “View Now”. You can see the link to the product being complained about. If you have no objection to the complaint, you can click “Delete Now”.