【重要】拒付申诉材料提交指引

[重要]拒付申诉材料提交指引

2019-03-06 14:00

尊敬的卖家朋友们，

为帮助您更好的了解和处理速卖通平台上的银行拒付订单、降低因拒付产生的资损，我们特地整理了如下拒付知识，帮助您了解拒付、应对拒付及减少拒付的发生。（提示：由于PayPal纠纷与拒付的业务流程基本一致，本文提及的拒付同时指代PayPal纠纷）

1. 了解拒付

拒付也称退单，指的是持卡人依据卡组织的规则，在规定的时限内（一般为交易日期或货物妥投日期后的180天内，部分支付机构可延长至540天），申请拒绝支付账单上的某笔交易。拒付是卡组织赋予持卡人的一种权利。

当拒付发生时，我们会向您的站内信发送拒付通知（同时注册邮箱也会发送拒付邮件通知），并在与您合作解决拒付问题期间冻结相应款项。您须在规定的期限内提交证据对不合理的拒付进行申诉。我们会代表您与进行拒付裁决的卡组织协商。

2. 拒付申诉

根据信用卡卡组织的拒付规则，不同的拒付原因需要提交不同的证据进行申诉。请您阅读拒付通知了解拒付原因，并根据不同的拒付原因提交相应的证据。卡组织将根据您提供的材料，对拒付做出最终的裁决，因此您提供的材料越符合要求，您拒付的胜诉率越高。不同的拒付原因需提交的相应证据如下：

1）未经授权交易

如您在拒付发生前已经发货但未在速卖通系统内填写发货通知，请将发货证明提交至小何在线客服进行申诉。我们会判断您是否符合赔付的条件并处理资金。

2）未收到物品

· 请说明买家在拒付前是否反馈过未收到货的问题；

· 请提供交易详情页面发布的预计妥投期限，证明货物在规定期限内妥投；

· 请提供发货清单及发货证明，例如物流底单（如下图）和发货时的实物图片；

· 请提供妥投证明，请优先使用承运商官网的妥投记录及买家亲笔签名的证明证据（如下图），或使用速卖通网站的物流记录。

· 如您的货物在目的国海关，请提供买家需清关的物流截图及买家清关所需文档。

· 如您的交易有退款，请提供退款证明，包括退款时间和金额（如下图）。

3）商品与描述不符

· 请说明买家在拒付前是否反馈过产品的问题；

· 请提供发货清单（如下图），及说明实物与商品描述相符的证据；

· 请提供交易时该产品在网站发布的退款和退货规则，说明该笔交易是否支持退货和退款、是否收到买家的退货。

· 如您的交易有退款，请提供退款证明，包括退款时间和金额；

· 请提供第三方权威机构的质量检测证书或授权证书，如CE认证等；

4）未收到退款

· 请提供交易时该产品在商品详情页发布的退款和退货规则，说明是否同意退款给买家。

· 请说明拒付前与买家的沟通内容：买家是否有取消订单的记录、是否收到买家的退货；

· 请提供发货清单及妥投证明，请优先使用承运商官网的妥投记录及买家亲笔签名的证明证据，或速卖通网站的物流记录；

5）重复扣款

· 请您根据被拒付订单的金额、产品和交易日期，查看该买家是否有交易金额/产品/交易日期相同或相近的2笔或多笔订单。

A．若有：请您逐笔列举这些订单和被拒付订单的发货清单、物流单号、妥投信息等交易明细，说明重复扣款的订单情况；

B．若没有：请您提供被拒付订单的发货清单、物流单号、妥投信息等交易明细，同时说明未找到该买家的交易金额/产品/交易日期相同或相近的2笔或多笔订单；

· 如您的交易有退款，请提供退款证明，包括退款时间和金额。

6）金额不符

· 请说明商品/服务的价格与付款金额相等；

· 若下单后发生改价，请提供与买家沟通并达成一致的证据；

· 请提供发货清单及妥投证明，请优先使用承运商官网的妥投记录及买家亲笔签名的证明证据，或速卖通网站的物流记录；

7）使用其他方式付款

· 请说明交易过程中未收到除信用卡支付以外的付款，如西联汇款等；

· 请提供发货清单及妥投证明，请优先使用承运商官网的妥投记录及买家亲笔签名的证明证据，或速卖通网站的物流记录；

备注：

· 请尽可能的提供拒付理由要求的相应的所有证据；请勿重复上传同一个证据；

· 您提交的所有材料都将提交给信用卡卡组织，请使用英文提交申诉材料，以及您提交的图片证明证据也必须是英文。

· 若超期提交申诉材料或申诉材料不符合以上要求，信用卡卡组织可能会做出有利于买家的裁决，款项将退还给买家。

· 如拒付前买家曾在速卖通网站发起过纠纷，即使您纠纷胜诉，您仍然需要根据上述要求提交证据进行拒付的申诉。

· 买家不认可您提交的材料可发起二次拒付（即拒付预仲裁），如您决定对二次拒付（即拒付预仲裁）进行申诉，您需要按照卡组织的规定缴纳手续费。

· 如拒付发生时物流显示物品超期未妥投，建议您及时向物流承运商及买家核实妥投情况。

3. 减少拒付的数量

为了避免拒付发生及降低您的资损，我们整理了如下几点建议：

· 合理设置您产品的发货时效和预计妥投的限时达期限；

· 公平披露信息：尽可能详细、准确地描述您所出售的物品，附上照片、规格、预计妥投日期等；

· 加强与买家的沟通、及时作出回复并竭诚解决买家的问题；

· 保留沟通记录：请优先使用速卖通网站上的沟通工具（如站内信或订单留言）与买家沟通，尽可能多地保留与交易和客户相关的信息。

· 正确发货：将物品运送到买家下单地址或经过风控审核通过的地址（点此查看“收件地址风险查询工具详情”），并保留可以在线跟踪的送货证明。

· 合理发布退货和退款规则：在网站上清楚发布退货及退款规则。请注意，某些法律和发卡方政策规定，买家对任何未发货或有缺陷的商品都有提出拒付的权利，即使您已事先说明所有交易都不得撤销且不允许退货。

· 为了保障买卖双方的资金安全，维护速卖通平台安全、有序的交易环境，建议您不要通过其他线下退款方式（paypal、西联汇款等）退款给买家。

非常感谢您一直以来对我们的支持与配合！

顺祝商祺！

Dear sellers,

In order to help you better understand and deal with chargeback orders on the AliExpress platform and reduce your loss, we have specially compiled the following documents to help you. (Reminder: Since the business process of PayPal dispute and chargeback is basically the same, the word mentioned also refers to PayPal dispute)

1. Basic knowledge of chargeback

Chargeback refers to the cardholder's application for refusal to pay a certain transaction on the bill within the specified time limit (generally 180 days after the transaction date or the date of delivery of the goods, some payment institutions can extend to 540 days). Chargeback is a right granted to cardholders by relevant financial institutions.

When a chargeback request occurs, we will send you a notice in the form of a notification (and your registered mailbox also receives an email), and freeze the corresponding order and payment during the processing of Chargeback . If you need to appeal, please submit relevant appeal materials as required within the specified time. We will negotiate on your behalf with relevant financial institutions.

2. Appeal of chargeback

Different reasons for chargeback need different evidence for appeal. The relevant financial institutions will make a final ruling based on the materials you provide, so the completeness and richness of the materials you provide will affect the outcome of your appeal.

The main evidence to be submitted for appeal for various reasons is as follows:

1) Unauthorized transaction

If you have already shipped the goods before the chargeback occurs but have not filled out the shipping notice in the AliExpress system, please submit relevant evidence. We will determine whether you are eligible for compensation and process the funds.

2) Goods Or Services Not Received/Provided

· Please indicate whether the buyer has feedback the problem of not receiving the goods before filed chargeback;

· Please provide the estimated delivery time as published on the order details page to prove that the goods are delivered within the specified time limit;

· Please provide the packing list and proof of delivery, such as the logistics statement (as shown below) and the actual pictures at the time of delivery;

· Please provide proof of proper delivery. It is recommended to use the delivery records on the carrier’s official website and the documents signed by the buyer (as shown below), or use the logistics records on AliExpress website.

· If your goods are in the customs of the destination country, please provide a screenshot of the logistics record to show that the buyer needs to clear and the documents required by the buyer for customs clearance.

· If there is a refund for your transaction, please provide proof of refund, including time and amount (as shown below).

3) Goods Not As Described

· Please indicate whether the buyer has reported any product problems before filed chargeback;

· Please provide a packing list (as shown in the figure below), and proof that the physical object matches the description of the product.

· Please provide the refund and return rules published on the website for the product , and indicate whether the transaction allows returns and refunds, and whether the buyer's return has been received

· If there is a refund for your transaction, please provide proof of refund, including time and amount (as shown below).

· Please provide a quality inspection certificate or authorization certificate from a third-party authority, such as CE certification;

4) Refund Not Received

· Please provide the refund and return rules published on the product details page of the product at the time of the transaction, and indicate whether you agree to refund to the buyer.

· Please provide the content of the communication with the buyer before chargeback was filed, indicating whether the buyer canceled the order or you received the buyer's return;

· Please provide proof of proper delivery. It is recommended to use the delivery records on the carrier’s official website and the documents signed by the buyer, or use the logistics records on AliExpress website.

5) Duplicate Processing

· Please check whether the buyer has 2 or more orders with the same or similar transaction amount/product/transaction date.

A. If yes: Please list detailed information of these orders one by one and explain the buyer's repeated deductions;

B. If not: Please provide transaction details such as the shipping list, logistics number, and proper delivery information of the declined order, and explain that no repeated deduction was found.

· If there is a refund for your transaction, please provide proof of refund, including time and amount.

6) Incorrect Transaction Amount

· Please indicate that the price of the goods/services is equal to the payment amount;

· If there is a price change after the order is placed, please provide evidence to prove that the price change is approved by the buyer;

7) Paid via other method

· Please indicate that no payment other than the current payment method of the order was received during the transaction, such as Western Union, etc.;

Remarks:

· Please provide corresponding evidence as required; please do not upload the same evidence repeatedly;

· All the materials you submit will be submitted to the relevant institutions. Please fill in the appeal materials in English, and the proof of the picture format you submitted must also be in English.

· If the appeal materials are submitted after the deadline or the appeal materials do not meet the requirements, the relevant institutions may make a ruling in favor of the buyer, and the payment will be refunded to the buyer.

· If the buyer has initiated a dispute on AliExpress before the chargeback, even if you win the dispute, you still need to submit evidence to appeal.

· Buyers who do not approve of your submitted materials can initiate a second chargeback. If you decide to appeal the second chargeback, you may need to pay a handling fee in accordance with the regulations of the relevant institutions.

· If the logistics shows that the package has not been properly delivered and the estimated time has passed when the chargeback is filed, it is recommended that you verify the delivery status with the logistics carrier and the buyer as soon as possible.

3. How to reduce buyer's chargeback

In order to avoid chargeback and reduce losses, we have the following suggestions:

· Reasonably set the delivery time and the expected deadline for delivery of your products.

· Fair disclosure of information: Describe the items you are selling as detailed and accurate as possible.

· Strengthen communication with buyers, reply in time and solve buyers' problems wholeheartedly.

· Keep communication records: Please give priority to using the communication tools on AliExpress.

· Correct delivery: deliver the items to the buyer's order address or an address approved by risk control, and keep the delivery certificate that can be tracked online.

· Properly set return and refund rules: Clearly publish return and refund rules on order detail pages. Please note that certain laws and card issuer policies give the right to buyers to file chargeback for any unshipped or defective goods, even if you have stated in advance that all transactions cannot be reversed and returns are not allowed.

· In order to ensure the safety of both buyers and sellers and maintain a safe and orderly trading environment on AliExpress, it is recommended that you do not refund buyers through other offline methods (paypal, Western Union, etc.).