When you encounter disputes during your shopping experience on this B2B2C cross-border mall, you may protect your legitimate rights and interests through the following rights protection process. The mall will supervise the entire process and ensure that your reasonable claims are properly addressed:
I. Scenarios Eligible for Rights Protection
You may initiate a rights protection application under the following circumstances:
The product has quality issues (e.g., damage, functional failure), but the merchant refuses to assume after-sales responsibility.
The merchant fails to ship the product within the agreed timeframe (exceeds the promised shipping period without a valid explanation).
The received product is significantly inconsistent with the order description (e.g., wrong material, incorrect specifications, false origin).
The merchant engages in false advertising (e.g., exaggerating product functions, forging certification qualifications).
The merchant unreasonably delays or refuses to process refund/exchange requests.
The product is lost or damaged during logistics, and the responsible party evades handling the issue.
Other transaction behaviors that violate mall rules or laws and regulations.
II. Rights Protection Application Process
1. Initiate Negotiation
Before initiating rights protection, you must first communicate with the merchant:
Go to "My Orders", find the relevant order, and click "Contact Merchant" to explain the issue and put forward reasonable claims (e.g., resending the product, compensation, refund).
The merchant must respond within 2 business days. Both parties should retain negotiation evidence through chat records.
2. Submit a Rights Protection Application
If the negotiation fails or the merchant fails to respond within 2 business days, you may initiate rights protection within 30 days of confirming receipt of the order (after-sales disputes may be extended to the warranty period):
Navigate to "My Orders" → "Apply for After-Sales Service" → "Initiate Rights Protection".
Fill in the reason for rights protection, specific claims, and relevant evidence (e.g., photos/videos of product issues, screenshots of chat records, logistics documents).
After submitting the application, the system will automatically notify the merchant and freeze funds related to the order (e.g., unpaid merchant proceeds).
3. Merchant Response to the Claim
The merchant must submit response materials (e.g., product qualification certificates, shipping documents) and explain its handling opinions within 3 business days. If the merchant fails to respond on time, the mall will handle the case by default in support of the buyer’s claims.
4. Mall Intervention and Ruling
After receiving materials from both parties, the mall’s rights protection specialist will make a ruling based on evidence, mall rules, and relevant laws/regulations within 3–5 business days.
During the ruling process, both parties may be required to supplement materials, which must be submitted within the specified time. Failure to do so will be deemed a waiver of evidence submission.
The ruling result will be notified to both parties via mall messages or SMS, clarifying the responsible party and handling plan.
III. Rights Protection Ruling Results and Execution
Common Handling Methods
The merchant resends the product or compensates for losses (e.g., price difference, shipping fees).
Mandatory refund (the remaining amount is returned via the original channel after deducting reasonable fees).
Support for return and refund (the merchant bears round-trip shipping fees; cross-border products must comply with customs clearance regulations).
Penalties for non-compliant merchants (e.g., score deduction, fines, business restrictions).
For logistics-related liabilities, coordinate with the logistics party to assume compensation.
Execution of the Ruling
If the ruling supports the buyer’s claims, the merchant must implement the plan within 3 business days. If the merchant fails to execute on time, the mall will directly deduct funds from the merchant’s deposit or take mandatory actions (e.g., mandatory refund).
If the ruling deems the buyer’s claims unreasonable, the reason will be explained. The buyer may submit new evidence to apply for a review (valid within 15 days).
IV. Notes on Rights Protection
Evidence Requirements
Submitted evidence must be true and valid, including:
Clear product photos/videos (must include order information).
Complete chat records (no edits/deletions).
Inspection reports from authoritative institutions (for quality disputes).
Forgery of evidence will result in legal liability.
Special Notes for Cross-Border Rights Protection
For quality disputes involving imported products, you may request the merchant to provide customs declaration forms, quarantine certificates, and other documents.
For cross-border logistics rights protection, you may need to cooperate in providing international logistics tracking numbers, customs clearance documents, etc.
If customs duties or tax losses are involved, you must provide payment certificates as the basis for claims.
Dispute Escalation
If you still have objections to the mall’s ruling result, you may further handle the matter through the following methods:
Apply to mall customer service for a second review (new evidence must be provided).
File a complaint with the consumer association (provide the mall’s ruling result and relevant evidence).
Initiate legal proceedings through judicial channels (for large-value disputes).
Rights Protection Time Limit
The mall will no longer accept rights protection applications initiated beyond the specified time limit. It is recommended that you handle transaction disputes promptly and retain relevant evidence.
The mall is committed to safeguarding a fair trading environment. If you encounter issues during the rights protection process, you may contact the "Dedicated Rights Protection Customer Service" at any time for assistance. We will protect your legitimate rights and interests in accordance with laws and regulations.
