Tmall Global Dispute Resolution Rules 1

第一章  总则

Chapter 1 General Provisions 

第一条  为明确存在争议的交易款项归属或资金赔偿,保障天猫国际上买家和卖家在交易中的合法权益,依据《天猫国际服务条款规则》,制定本规范。

Article 1 These rules are developed in accordance with the “Tmall Global Service Terms” for the purpose of ascertaining the ownership of the transaction funds or monetary compensation of trade disputes and protecting the legal rights and interests of Tmall Global’s Buyers and Sellers during a transaction.

第二条  天猫国际争议处理规范,是买家和卖家不可撤销地授权天猫国际基于自己的判断,作为独立第三方,对买卖双方存在争议的交易款项归属或资金赔偿做出处理的基本程序与标准。

Article 2 The Tmall Global Dispute Resolution Rules (these “Rules”) are the basic procedures and standards that Tmall Global will refer to when acting as an independent third party irrevocably authorized by its Buyers and Sellers to determine the ownership of the transaction funds and monetary compensation of trade disputes based on its independent judgment.

第三条  天猫国际将基于普通人的判断,根据本规范的规定对买卖双方的争议做出处理。天猫国际并非司法机关,对凭证/证据的鉴别能力及对争议的处理能力有限,天猫国际不保证争议处理结果符合买家和(或)卖家的期望,也不对依据本规范做出的争议处理结果承担任何责任。

Article 3 Tmall Global will, based on a reasonable man’s judgment, handle a dispute between a Buyer and Seller in accordance with these Rules. Tmall Global is not a judicial body, and has limitations in the ability to ascertain proof / evidence and to handle disputes, Tmall Global does not guarantee that the results of a dispute resolution will meet the expectations of the Buyer and(or) Seller, and will not be liable for any dispute resolution resolved in accordance with these Rules.

第四条  处理争议期间,天猫国际通过天猫国际系统、阿里旺旺、电子邮件、短信或电话等方式向买卖双方发送的与争议处理相关的提示或通知,构成本规范的有效组成部分。

Article 4 During dispute resolution, the reminders and notifications relating to the dispute sent by Tmall Global to the Buyer and Seller via the Tmall Global system, Aliwangwang, email, SMS, telephone etc. or other methods  will constitute an effective part of these Rules.

第五条  天猫国际有权随时变更本规范并在网站上予以公告。除非另有规定,变更后的规范一经公告即自动生效。

Article 5 Tmall Global has the right to amend these Rules at any time and to publish the amended Rules on its website. Unless otherwise specified, the amended Rules will automatically take effect upon publication.

第二章  售中争议处理规范

第一节  一般规定

Chapter 2 Rules for Resolution of Disputes during Sale 

Section 1 General Provisions 

第六条  售中争议处理系指交易完结(系指天猫国际系统显示“交易成功”或“交易关闭”时的状态)前买卖双方提起交易保障要求,天猫国际根据相关要求对交易款项归属作出处理的基本程序与标准。

Article 6 Resolution of disputes during sale refers to the basic procedures and standards thatTmall Global will refer to when determining the ownership of the transaction funds of trade disputes with respect to a Buyer and Seller’s request for transaction guarantee before a transaction is complete (where Tmall Global’s system displays the status “successful transaction” or “transaction closed”).

第二节  交易标的规范

Section 2 Rules for the Subject of Transactions

第七条  卖家交付给买家的商品应当符合法律法规的相关规定,不得出售假冒商品,且所售商品不得违反《天猫国际服务条款规则》的盗用他人账户、虚假交易、描述不符第(一)项、第(二)项、骗取他人财物、发布违禁信息、出售假冒商品、假冒材质成份的相关规定。

Article 7 The goods delivered by a Seller to a Buyer must comply with the relevant provisions of laws and regulations. The Seller must not sell counterfeit goods, goods sold must not violate the relevant provisions of the “Tmall Global Service Terms” on the misappropriation of another’s account, false trading, inaccurate descriptions as stipulated in Article 1 and Article 2,  , misappropriation of another’s property, posting of prohibited information, sale of counterfeit goods, and falsifying material composition of goods.

第八条  卖家应当对其所售商品进行如实描述,即应当在商品描述页面、店铺页面、阿里旺旺等所有天猫国际提供的渠道中,对商品的基本属性、成色、瑕疵等必须说明的信息进行真实、完整的描述。

Article 8 A Seller must accurately describe the goods being sold, and must provide true and complete descriptions of a good’s basic properties, quality, defects and other information that must be stated at the good’s description page, store page, Aliwangwang and all other channels provided by Tmall Global.

第九条  卖家应当对其所售商品质量承担保证责任,即保证其交付给买家的商品在合理期限内可以正常使用,包括商品不存在危及人身财产安全的不合理危险、具备商品应当具备的使用性能、符合商品或其包装上注明采用的标准等。

Article 9 A Seller is responsible for the guarantee of the quality of the goods being sold, and warrant that the goods being delivered to the Buyer may be ordinarily used within a reasonable period, which includes warranting that the goods do not impose unreasonable danger to personal safety and property safety, goods perform as it should, and that goods comply with the standards specified on the good or its packaging etc.

第三节  交易行为规范Section 3 Rules for Trade Conduct 

第十条  买卖双方应当进行真实交易,不进行以增加销量为目的的虚假交易。

Article 10 Both the Buyer and Seller must conduct true transactions, and must not conduct false transactions with the purpose of increasing sales volume.

第十一条  发货规范

Article 11 Rules on the Delivery of Goods

(一)卖家应当在买家付款后的120小时内(天猫国际服务条款规则)内发货,但有特殊规定的除外。

买家申请退款时卖家尚未发货的,卖家应当征得买家同意后再发货。

卖家逾期发货,或者未经买家同意在买家申请退款后发货,卖家应当追回已经发出的商品,但买家已经签收并确认收货的除外。

A Seller must dispatch goods within one hundred and twenty (120) hours of the Buyer making payment (Rules on the Delay of Delivering Goods), unless there are special exemptions.

Where a Buyer applies for a refund before the Seller dispatches the goods, the Seller should seek the consent of the Buyer before dispatching the goods.

Where a Seller delays in the dispatch of goods, or where a Seller did not seek the consent of the Buyer and dispatches the goods after the Buyer has applied for a refund, the Seller must recover the goods dispatched, unless the Buyer has already signed and confirmed receipt of the goods.

(二)卖家应当按照订单约定的收货地址发货。

A Seller must deliver goods in accordance with the shipping address agreed in the order.

(三)除非买卖双方另有约定,卖家应当负责将货物送达到买家收货地址。

商品需要买家到指定地点提取的,应当在发货前告知买家并征得买家同意。

Unless otherwise agreed by the Seller and Buyer, a Seller is responsible for ensuring the delivery of the goods to the shipping address.

If a good requires the Buyer to collect it from a designated place, the Seller must notify and seek the consent of the Buyer before the dispatching the good.

(四)卖家应当以约定的发货方式进行发货;除非发货前征得买家书面同意,带有“进口保税” 标记的商品需按规定方式进行发货。

A Seller must deliver the goods in accordance with the delivery method agreed; unless with written consent of the Buyer has been obtained prior to the dispatch of the goods, if such goods bear the “import tax-free” mark, goods must be delivered in accordance with its prescribed manner.

(五)卖家应当使用有揽收和签收凭证的运输方式发货。买家要求使用没有揽收和签收凭证的运输方式(以下简称“平信方式”)发货的,卖家应当在发货前以阿里旺旺的方式明确告知买家该方式存在的风险。

A Seller should use courier-sign or sign-for-acceptance delivery methods to deliver goods. Where a Buyer requires delivery methods that do not have courier-sign or sign-for-acceptance (hereinafter referred to as “ordinary mail methods”) to deliver goods, the Seller should specifically notify the Buyer of the risks involved in using such method through Aliwangwang prior to dispatch.

(六)买卖双方指定了特定承运人的,卖家应当委托该特定承运人运送商品。卖家违反前述规定的,买家有权拒绝签收商品。

Where both the Buyer and Seller has specified and agreed on a particular carrier, the Seller should engage that particular carrier to deliver the goods. Where a Seller violates the aforementioned rules, the Buyer has the right to refuse to acknowledge receipt of the goods.

(七)自卖家点击发货之日起30日仍未完成中国海关清关(不包括因买家的原因造成的清关失败或者延误),交易支持退款,卖家应当及时召回商品并承担商品灭失等相关风险。

Where the Seller fails to complete customs clearance in China 30 days since its clicking of shipment (other than failure or delay in customs clearance for reasons attributable to the Buyer), refund will be available with respect to the transaction and the Seller shall promptly call back the goods and bear relevant risks in loss of such goods.

(八)若卖家选择的物流公司无法在官方网站查询到完整及有效的货物追踪记录,自卖家点击发货之日起30日买家仍未收到货物的(不包括因买家的原因造成的清关失败或者延误),交易支持退款,卖家应当及时召回商品并承担商品灭失等相关风险。

Where complete and effective goods tracking records cannot be accessed on the official website of the logistics company selected by the Seller and the Buyer fails to receive the goods 30 days since the Seller’s clicking of shipment (other than failure or delay in customs clearance for reasons attributable to the Buyer), refund will be available with respect to the transaction and the Seller shall promptly call back the goods and bear relevant risks in loss of such goods.

第十二条  签收规范 Article 12 Rules for Acknowledging Receipt of Goods

(一)买家应当在订单中向卖家提供准确的收货地址和收货人信息。买家需要变更订单中的收货地址或收货人信息的,应当征得卖家的明确同意。

A Buyer must provide an accurate shipping address and recipient information to the Seller in the order. If a Buyer needs to change the shipping address or recipient information in the order, express consent of the Seller should be obtained.

(二)买家在提供收货人信息时,可以选择本人或者他人作为收货人。买家选择他人作为收货人,该收货人违反本节约定义务的,由买家承担相应责任。

When a Buyer provides recipient information, he / she may select themselves or someone else as the recipient. If a Buyer selects someone else as the recipient and the recipient violates the obligations stipulated in this Section, the Buyer must bear the corresponding responsibilities.

(三)因买家填写的收货地址和(或)收货人信息不准确,或者未经卖家同意要求变更收货地址或收货人信息,导致卖家发货后无法送达的,运费由买家承担。

If a Seller fails to deliver the goods as a result of the Buyer providing an inaccurate shipping address and (or) recipient information or the Buyer requests to change the shipping address or recipient information without the Seller’s consent, , the delivery costs will be borne by the Buyer.

(四)买家只填写了收货地址,但没有填写收货人或填写的收货人信息不特定,商品在收货地址被签收的,该签收视为买家本人签收。

Where a Buyer only fills out the shipping address, but does not provide any recipient information, or the recipient information is not specific, if there is acknowledgement that the goods have been received at the shipping address, such acknowledgment of receipt will be deemed as the Buyer’s acknowledgement of receipt.

(五)卖家按照约定发货后,收货人有收货的义务。

收货人无正当理由拒绝签收商品的,运费及关税由买家承担;买卖双方另行约定的除外。

收货人拒绝签收商品后,卖家应当及时联系承运人取回商品。因卖家怠于取回商品所产生的额外运费、保管费等费用由卖家承担。

Where a Seller delivers the goods in accordance with the agreement, the recipient is obliged to receive the goods.

Where a recipient refuses to acknowledge receipt of goods without a proper reason, the delivery costs and custom duties will be borne by the Buyer, unless otherwise agreed by the Buyer and Seller.

Where a recipient refuses to acknowledge receipt goods, the Seller must promptly contact the carrier to retrieve the goods. Any additional delivery costs, insurance costs and other costs incurred due to the Seller’s delay in retrieving the goods will be borne by the Seller.

(六)收货人可以本人签收商品或委托他人代为签收商品,被委托人的签收视为收货人本人签收。

The recipient may acknowledge receipt of the goods themselves, or appoint another to acknowledge receipt on their behalf. Such appointed person’s acknowledgement of receipt will be deemed as the recipient’s acknowledgement of receipt.

(七)收货人签收商品时,应当对商品进行验收。

涉及商品表面一致的事项,收货人应当在签收商品时进行验收。

对于不能在签收商品时验收的事项,收货人应当在确认收货前或在《天猫国际服务条款规则》中交易流程及规定的超时打款时限内进行验收。

本条所称“表面一致”,是指凭肉眼即可判断所收到的商品表面状况良好且与网上描述相符,表面一致的判断范围可参考但不限于货物的形状、大小、数量、重量等。

(7) When a recipient acknowledges receipt of goods, he / she should check the goods before accepting them.

The recipient should check the regular appearance of goods  before acknowledging receipt.

For goods that cannot be checked when it is delivered and acknowledgement of receipt, the recipient should check the goods before confirming acceptance of the goods, or within the time limit set out in the provisions concerning transaction process and overdue payments provided in the “Tmall Global Service Terms” .

“Regular appearance” in this provision refers to where it is possible to assess whether a good received is in good condition and consistent with the online description on the spot; for reference, the scope of regular appearance includes but is not limited to, the shape, size, quantity, weight etc. of a good.

(八)收货人签收商品时发现表面不一致的情形,有权拒绝签收商品。

对于需要先签收再打开包装查看的商品,收货人应当要求承运人当场监督并打开包装查看,如发现表面不一致,应当在签收单(收货人联和承运人联)上备注详细情况并让承运人签字确认或者直接退回商品。

If the recipient discovers that the goods are not regular in appearance when goods are delivered, he/she has ave the right to refuse to acknowledge receipt of the goods.

Regarding goods requiring acknowledgement of receipt before they can be opened and checked, the recipient should request the carrier to supervise and open the package to check on site. If the goods are not regular in appearance, the recipient should write down details of the circumstances on the shipping receipt (to be signed by both the recipient and the carrier), for the carrier’s confirmation by signature  or for the carrier to directly return the goods.

(九)收货人境内签收商品后,商品毁损、灭失的风险由卖家转移给买家。

After a recipient acknowledges receipt of goods in the territory, the risks of damage and loss associated with the goods will be passed from the Seller to the Buyer.

第十三条  退货规范Article 13 Rules for the Return of Goods

(一)买卖双方达成退货协议,或天猫国际做出退货退款的处理结果后,卖家应当在收到天猫国际处理结果后的48小时内或者与买家约定的时间内提供当地退货地址(即商品销往中国大陆的商家需提供中国大陆的指定退货地点;商品销往香港的商家需提供香港的指定退货地点;商品销往台湾的商家需提供台湾的指定退货地点。具体退货地点以双方协商为准)。卖家逾期未提供合理退货地址的,需承担商品无法退回的风险。

After a buyer and a seller reach a return agreement, or Tmall Global makes the determination of goods return and refund, the seller should offer a local return address within 48 hours after receiving the determination of Tmall Global or within the time agreed by both parties (this means that a merchant selling commodities to Mainland China should offer a designated return address in Mainland China; a merchant selling commodities to Hong Kong should offer a designated return address in Hong Kong; and a merchant selling commodities to Taiwan should offer a designated return address in Taiwan. The specific return site is subject to the negotiation between both parties). If failing to offer a reasonable return address within the specified time, the seller should bear the risk of commodity loss.

(二)卖家提供的退货地址错误导致买家操作退回商品后无法送达的,卖家承担因此产生的运费。

If a Seller provides an inaccurate return address causing the Buyer’s failure to return the goods, the Seller will bear the delivery costs incurred.

(三)买家根据协议约定或天猫国际做出的处理结果操作退货时,应当使用与卖家发货时相同的运输方式发货。除非得到卖家的明确同意,买家不得使用到付方式支付运费。退货后,卖家有收货的义务。

When a Buyer processes a return based on an agreement with the Seller or a determination made by Tmall Global, he/she should use the same delivery method used by the Seller to deliver the goods. Unless with specific consent of the Seller, a Buyer must not use the payment-upon-arrival method for the payment of delivery costs. After the goods are returned, the Seller is under an obligation to accept the goods.

(四)临界保质期商品的维权处理规范

Handling Rules for the Protection of Rights Concerning Goods with Critical Shelf Life

保质期是指产品的最佳食用期或使用期。产品的保质期由生产者提供,标注在限时使用的产品上。在保质期内,产品的生产企业对该产品质量符合有关标准或明示担保的质量条件负责,销售者可以放心销售这些产品,消费者可以安全食用或使用。

Shelf life refers to the best consumption period or usage period of a product. The shelf life of a product is provided by the manufacturer, and is labeled on the product with a limited usage period. Within the shelf life of a product, the manufacturer of the product is responsible for ensuring that the quality of the product complies with the relevant standards or express warranties, that Sellers can sell these products safely, and that customers can consume or use the products safely.

若商家明确商品保质期≤30天,则从买家签收之日起算距离保质期到期天数≤3天的,无条件支持买家退款不退货;30天<商品保质期≤90天,则从买家签收之日起算距离保质期到期天数≤7天的,支持买家退款不退货。

Where a Merchant specifies that the shelf life of a good is less than or equal to thirty (30) days, if the good expires within three (3) days of the Buyer acknowledging receipt of the good, the Merchant must unconditionally allow the Buyer to obtain a refund without returning the good; if a good’s shelf life is more than thirty (30) days but less than or equal to ninety (90) days, if the good expires within seven (7) days of the Buyer acknowledging receipt of the good, the Merchant must allow the Buyer to obtain a refund without returning the good.

其余情况参考各类目条款

For any other circumstances, please refer to the relevant provisions of other categories.

第十四条  买卖双方应当在交易前对商品情况、交易过程进行详细、清晰明确的约定。

Article 14 Before any transaction, the details of the goods and transaction process must be agreed by both the Buyer and Seller in a clear and detailed manner.

第四节  物流规范Section 4 Logistics Rules 

第十五条  运费

Article 15 Delivery Fees

卖家应当对运费的承担和组成做出清晰、准确的描述。

The Seller must clearly and accurately specify who is responsible for the payment of delivery costs and the composition of the delivery costs.

商品描述中对运费做出两个以上的不同描述,或者实际发生的运费与商品描述的运费不一致的,卖家应当通过阿里旺旺向买家进行说明,并取得买家的同意。

If a good’s description contains two or more descriptions of delivery costs, or the actual delivery costs is inconsistent with the description of such, the Seller must provide an explanation to the Buyer and obtain their consent through Aliwangwang.

卖家违反前款约定的,以有利于买家的描述支付运费。

If a Seller violates the agreement in the preceding paragraph, the delivery costs should be paid in accordance with the description that is favorable to the Buyer.

(二)运费由买家承担的,卖家应当按照实际发生的金额向买家收取运费。

Where delivery costs are borne by the Buyer, the Seller must charge the Buyer in accordance with the actual delivery costs incurred.

第十六条  行邮税、通关手续相关问题

Article 16 Parcel Tax, Custom Clearance Procedures and other related issues.

(一)商品邮寄快递入境需办理相关入境通关手续的,卖家应根据相关法律法规,提前告知买家应由其进行配合的事项。买家应当进行配合并提供必要文件。如因买家未进行配合导致商家无法发货的,商家不承担责任。

For goods sent by mail delivery that require custom clearance procedures, the Seller must inform the Buyer in advance of matters that require his / her cooperation in accordance with the relevant laws and regulations. The Buyer must cooperate and provide necessary documents. If the Buyer does not cooperate causing the Merchant’s failure to deliver goods, the Merchant will not be liable.

(二)卖家不得要求买家对法律法规规定以外的事项进行配合或提供不必要的文件。

A Seller must not require the Buyer to cooperate or provide documents unless required by laws and regulations.

(三)进口商品产生的进口税,除个人邮递物品申报的关税由商家进行承担报销外,其余由买家承担。
Import duties on imported goods produced, in addition to individual postal items declared by the merchants bear reimbursement tariff, the rest paid by the buyer.

第五节  争议处理

Section 5 Dispute Resolution

第十七条  卖家出售的商品违反法律法规规定,或为根据《天猫国际服务条款规则》的盗用他人账户、骗取他人财物、发布违禁信息、出售假冒商品、假冒材质成份的相关规定不得出售的商品,天猫国际有权对交易做撤销处理。

Article 17 Where a good sold by a Seller violates any law and regulation, or is a good that cannot be sold according to the provisions of the “Tmall Global Service Terms” concerning the misappropriation of another’s account, misappropriation of another’s property, posting of prohibited information, selling counterfeit goods, and misrepresentation of a good’s  composition, Tmall Global has the right to cancel such transaction.

第十八条  商品存在质量问题或与网上描述不符的,交易做退货退款处理。

Article 18 Where there is a problem with the good’s quality or a good is inconsistent with the descriptions made online, the transaction will be resolved by refund and return of goods.

商品并非假冒商品且没有质量问题的,交易做打款处理。

Where a good is not a counterfeit and does not have quality problems, the transaction will be resolved by releasing payment of the good.

因商品存在危及人身财产安全的不合理危险,导致买家损失的,由买卖双方另行协商或通过其他途径解决,天猫国际不予处理。

Where a Buyer suffers any loss due to a good’s unreasonable risk to personal and property safety, Tmall Global will not handle the dispute and the Buyer and Seller must negotiate separately or resolve the dispute by other means.

第十九条  就售中而言,买卖双方进行虚假交易的,交易做退款处理。

Article 19 During the sales process, if a buyer and seller engages in false trading, the transaction will be resolved by refund.

就售后而言,买卖双方进行虚假交易的,驳回买家退款要求。

After a sale, if the Buyer and Seller had engaged in false trading, the Buyer’s request for a refund will be dismissed.

第二十条  卖家违反发货规范,导致买家未收到货、拒绝签收商品或者签收后退回商品的,交易做退款处理,运费由卖家承担。

Article 20 Where a Sellers violates the rules on the delivery of goods thereby causing the Buyer to be unable to receive the goods, refusing to acknowledge receipt of the goods, or returns the goods after acknowledging receipt, the transaction will be resolved by refund and the delivery costs will be borne by the Seller.

卖家提供凭证证明买家已收到货,买家未提出其他异议的,交易做打款处理。

Where a Seller provides proof that the Buyer has received the goods and did not raise any other objections, the transaction will be resolved by releasing payment of the good.

第二十一条  买家依据签收规范拒绝签收商品或者退回商品的,交易做退款处理,运费由卖家承担。

Article 21 Where a Buyer refuses to acknowledge receipt of goods or returns the goods in accordance with the rules for acknowledging receipt of goods, the transaction will be resolved by refund and the delivery costs will be borne by the Seller.

涉及表面一致的事项,买家提供有效凭证证明签收时既已存在表面一致情形的,交易做退款或退货退款处理;买家无法有效举证的,交易做打款处理。

For matters relating to the regular appearance of goods, where a Buyer provides proof that the goods had regular appearance at the time of acknowledging receipt, the transaction will be resolved by refund or refund and return of the goods. Where a Buyer cannot provide valid proof, the transaction will be resolved by releasing payment of the good.

对于不能在签收商品时验收的事项产生争议的,适用本规范第十八条的规定进行处理。

Disputes arising out of matters that cannot be checked at the time of acknowledging receipt of goods will be resolved in accordance with Article 18 of these Rules.

第二十二条  买家或卖家违反退货规范的,做如下处理:

Article 22 Violations of the rules for the return of goods by a Buyer or Seller will be handled in the following manner:

(一)卖家未在规定时间内提供退货地址,或者提供退货地址错误导致买家无法退货或操作退回商品后无法送达的,或者买家根据协议约定操作退货后,卖家无正当理由拒绝签收商品的,交易做退款处理,退货运费由卖家承担。卖家需要取回商品的,应当与买家另行协商或通过其他途径解决,天猫国际不予处理。

Where a Seller fails to provide a return address within the specified time, or provides an inaccurate return address causing the Buyer’s failure to return the goods or the goods cannot be delivered, or after the Buyer returns the goods as agreed but the Seller refuses to acknowledge receipt of the goods without proper reason, the transaction will be resolved by refund and the return delivery costs will be borne by the Seller. Tmall Global will not handle matters concerning a Seller requiring retrieval of goods; the Seller must negotiate with the Buyer separately or resolve the issue through other channels.

(二)买家逾期未根据协议约定或天猫国际规定时间操作退货的,交易做打款处理。

Where a Buyer fails to return the goods within the timeframe set forth in the agreement or the rules of Tmall Global, the transaction will be resolved by  releasing payment of the good.

交易款项支付给卖家后,买家再次要求退货的,应当与卖家另行协商或通过其他途径解决,天猫国际不予处理。

Tmall Global will not handle matters concerning a Buyer requesting to return the goods again after transaction funds have been paid to the Seller, ; the Buyer must negotiate with the Seller separately or resolve the issue through other channels.

(三)商品在退货过程中损毁的,商品退回买家或买家无理由拒签后,交易做打款处理。

Where goods are damaged in the course of return, after goods are returned to the Buyer or the Buyer refuses to acknowledge receipt of the goods without reason, the transaction will be resolved by releasing payment of the good.

(四)买卖双方达成退货退款协议或天猫国际做出退货退款处理的交易,商品退回至卖家退货地址后,天猫国际有权退款给买家。

For transactions where a Buyer and Seller agreed to refund and return the goods, or where Tmall Global makes a determination to that effect, Tmall Global has the right to refund the Buyer after the goods have been returned to the Seller’s return address.

(五)买卖双方达成换货协议的交易,卖家收到买家退回的商品后逾期未再次发货的,天猫国际有权退款给买家。

For transactions where a Buyer and Seller have agreed to replace the goods, Tmall Global will have the right to refund the Buyer if the Seller fails to deliver the goods again after receiving the goods returned by the Buyer.

(六)就退货退款处理的跨境交易而言,因卖家原因导致买家无法退货的,交易做不退货退款处理。

For cross-border transactions resolved by return and refund of goods, if a Buyer cannot return the goods due to reasons attributable to the Seller, the transaction will then be resolved by refund without the return of goods.

(七)卖家未向买家提示风险而使用平信方式发货的,或未委托指定了特定承运人承运商品的,交易做退款处理,运费由卖家承担。

Where a Seller uses ordinary mail to deliver goods without first warning the Buyer of the associated risks, or fails to engage the designated carrier to deliver the goods, the transaction will be resolved by refund and the Seller will bear the delivery costs.

第二十三条  买卖双方约定不清,根据本规范无法确定争议的责任归属的,交易做退货退款处理,发货运费由卖家承担,退货运费由买家承担。

Article 23 Where a Buyer and Seller fails to reach a clear agreement and it is impossible to determine the liability according to these Rules, the transaction will be resolved by return and refund of goods. The delivery costs for delivery of the goods will be borne by the Seller and the delivery costs for the return of goods will be borne by the Buyer.

因约定不清导致的其他损失,天猫国际有权根据具体情况判断双方应当承担的比例或有权不予处理。

For other losses arising out of an unclear agreement, Tmall Global has the right to determine the proportion of liability each party should bear according to the actual situation, or choose to not handle the dispute.

第二十四条  运费承担

Article 24 Bearing of Delivery Costs

(一)交易中的运费争议,根据“谁过错,谁承担”的原则处理,但买卖双方协商一致的除外。本规范已经做出明确规定的,按照相应的规定处理。

Disputes over delivery costs in transactions will be handled according to the principle ” who is at fault must bear the responsibility”, unless the Seller and Buyer agree otherwise. Disputes will be handled in accordance with the Rules where these Rules have expressly specified the method of handling the dispute.

(二)买卖双方达成退款协议,但未就运费进行约定的,由卖家承担与其发货相同货运方式的运费。

Where a Buyer and Seller have agreed to a refund but have not agreed on the delivery costs, the Seller will bear the delivery costs equivalent to that of the method of delivery that it adopted when delivering the goods.

(三)天猫国际处理争议期间,卖家同意退货或换货,但就运费的承担提出明确异议的,买家应当先行退货,卖家签收商品后,由天猫国际根据本规范对运费承担做出处理。

During Tmall Global’s handling of disputes, if a Seller agrees to return or replace the goods but expressly objects to bear the delivery costs, the Buyer should return the goods first and after the Seller acknowledges receipt of the goods, Tmall Global will make a determination in accordance with these Rules on which party should bear the delivery costs.

第二十五条  商家出售以下任一明知是不符合相关国家或地区食品安全标准法律法规的食品,应为买家退款,若买家要求赔偿的,应再向买家支付相当于商品实际成交金额十倍的赔偿金,赔偿金额不足一千元的,赔偿一千元:

Article 25 Where any merchant sells any of the following foods which they know are not in compliance with relevant national or local food safety standards, laws and rules, such merchant shall refund the payment to the buyer; where the buyer claims for compensation, such merchant shall pay the buyer liquidated damages equivalent to ten times the actual transaction amount of the involved commodity; where the liquidated damages is less than RMB 1,000, RMB 1,000 will apply:

(一)出售过期食品或商品外包装上标注的生产日期晚于该商品的实际生产日期;

Sell outdated foods or the exterior package of the commodity indicates that the production date of the commodity is later than its actual production date;

(二)其他不符合相关国家或地区食品安全标准法律法规的商品。

Other commodities that are not in compliance with relevant national or local food safety standards, laws and rules.

第三章  售后争议处理规范

Chapter 3 Rules on After-sale Dispute Resolution

第二十六条  售后争议处理系指交易完结后买卖双方提起交易保障要求,天猫国际对相关要求对交易赔偿作出处理的基本程序与标准。

Article 26 After-sale Dispute Resolution refers to the basic procedures and standards according to which Tmall Global will handle claims for transaction damages of Buyer or Seller requests for transaction protection after the completion of sales.

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