For AliExpress sellers, it is definitely necessary to first understand the transaction disputes of AliExpress. If such disputes occur, then naturally you need to master the relevant rules. If there is a situation where the goods are not received , but also to understand the specific reasons.
1. Dispute rate
1) Definition: After the seller fills in the invoice number, when the buyer submits a refund request (dispute) the order will enter the dispute stage. Dispute rate refers to the ratio of the number of orders filed by buyers for dispute to the number of orders shipped within a certain period.
2) Calculation method: Dispute rate = in the past 30 days (the number of orders that the buyer initiated for a refund - the number of orders that the buyer voluntarily canceled the refund) / in the past 30 days (the buyer confirmed the receipt + confirmed the receipt of the goods overtime) +Number of orders for which buyers filed a dispute)
2. Judgment filing rate
1) Definition: The buyer and the seller cannot reach an agreement on the processing of the refund filed by the buyer, and finally submit it to AliExpress for judgment ( claim) the order enters the dispute adjudication stage. The rate of adjudication filing refers to the ratio of the number of orders submitted to the platform for adjudication to the number of orders shipped within a certain period.
2) Calculation method: Judgment filing rate = the number of disputed orders submitted to the platform for judgment in the past 30 days / the past 30 days (the buyer confirms the receipt of the goods + confirms the receipt of the goods overtime + the buyer submits a dispute and resolves it + The number of orders submitted to AliExpress for adjudication (claim))
3. Seller liability adjudication rate
1) Definition: Disputed orders are submitted to AliExpress for adjudication (claim), AliExpress will be based on the responsibility of the buyer and the seller Make a one-time ruling. The Seller Responsibility Adjudication Rate refers to the ratio of the number of orders submitted to the platform for adjudication and ultimately judged to be the responsibility of the seller to the number of shipped orders within a certain period.
2) Calculation method: Seller's responsibility judgment rate = the number of disputed orders submitted to the platform for adjudication in the past 30 days and finally ruled as the seller's responsibility / the past 30 days (buyer confirmed receipt + confirmed receipt overtime + buyer initiated Refund (dispute) and resolve + submit to AliExpress for adjudication (claim and adjudicate the number of orders ended).
What is the reason for not receiving the goods?
The first is that the buyer cannot use the tracking number to track the logistics details.
The second situation is that the package is actually on its way to the end customer.
Another situation is that the goods are seized by customs.
The fourth case is when the buyer submits the wrong delivery address.
sellers need to check their inbox, be it mailbox or the dashboard on aliexpress , to make sure every item sent is shipped to the correct shipping address. In addition, AliExpress sellers need to inform buyers that the goods will be returned to the seller if the buyer changes the address or if the buyer does not pay customs duties. In addition, sellers also need to note that packages shipped by ordinary express are returned free of charge, but if they are shipped by commercial express, then once a return occurs, the product return fee is quite high. Therefore, AliExpress sellers need to deal with return fees by negotiating with buyers.
AliExpress dispute settlement process AliExpress buyer has received the goods
AliExpress buyer has received the goods, there are the following reasons to submit a dispute application, including product quality problems, product damage, Shipping the wrong way, selling fakes, etc.
It is reported that once a buyer submits a dispute application on AliExpress, the seller needs to respond to the dispute within 5 days. If the seller on AliExpress does not respond, the buyer can ask AliExpress to step in for a judgment. In addition, from the effective date of the judgment, AliExpress provides sellers and buyers with a 10-day processing period to negotiate and resolve disputes.
In addition, if the goods are on the way to the delivery address within the commitment period, the judgment cannot take effect. At the same time, AliExpress may generate defective order records for disputes, and AliExpress sellers should check all negative reviews on my AliExpress in time.
Therefore, I strongly recommend that sellers should try to negotiate with buyers so that all disputes can be dealt with, thus avoiding the need to intervene in adjudication through AliExpress.
During AliExpress's adjudication process, AliExpress calculates liability through seller rates, which means that AliExpress will take a one-time claim to determine who is responsible for the dispute.The formula for this rate is as follows:
Seller Responsibility Rate = Seller's Responsibility Adjudicated by AliExpress in the last 90 days / The number of orders in the total number of orders in the last 90 days.
In other words, it is best for sellers not to risk disputes with buyers, because once it is judged that the seller is the responsible party, it may face AliExpress penalties. More importantly, sellers should take care to keep backups of all order details in a timely manner, including emails, order tracking details, chat history, etc.
Also, if the buyer does not submit an order for a refund, this means they can only submit the dispute to AliExpress to request a refund. At the same time, once the refund is returned to the buyer's account, AliExpress may charge some related fees. The following are the relevant basic fees that AliExpress may charge:
a. After the order is completed, AliExpress charges 5% of the funds. (including shipping and order amount)
b. Account registration, account verification, product listing, online store opening fees are completely free;
c. If the store membership is withdrawn, AliExpress will charge a fee of $15.
In conclusion, buyers can protect their rights on AliExpress by filing a dispute, but they should first try to communicate or negotiate with the seller. The seller shall also respond to each dispute or judgment as soon as possible and negotiate as much as possible with the buyer. It should be noted that sellers should actively communicate with buyers to avoid bad reviews.
