Tmall Global Dispute Resolution Rules 2

第四章 举证责任

Chapter 4 Burden of Proof

第二十七条  争议处理过程中,天猫国际有权要求买家或卖家提供证明证据,且有权单方判断证据的效力。

Article 27 During dispute resolution, Tmall Global has the right to request the Buyer or Seller to provide evidence, and has the right to unilaterally decide on the admissibility of the evidence.

第二十八条  买家主张未收到货的,卖家对买家已按照本规范规定签收商品承担举证责任。

Article 28 Where a Buyer claims that it has not received the goods, the Seller bears the burden in proving the Buyer had already acknowledged receipt of such goods in accordance with these Rules.

第二十九条  买家签收商品后,因表面不一致产生争议的,买家对签收商品时即已存在表面不一致的情形承担举证责任。

Article 29 After a Buyer acknowledges receipt of goods, if a dispute arises out of the good’s irregularity in appearance, the Buyer bears the burden of proving that the irregularity in appearance existed at the time the Buyer acknowledged receipt of such goods.

第三十条  买家主张收到的商品存在质量问题或系假冒商品且通过肉眼无法做出判断的,卖家应当按照天猫国际的要求提供包括但不限于:完整进货凭证链、品牌授权、产品合格证、商业登记证等证明文件。

Article 30 Where a Buyer claims that the goods received possesses quality problems or are counterfeit goods, but the claims cannot be determined through the naked eye, the Seller must  provide documents of proof, in accordance with Tmall Global’s request, including but not limited to: the complete evidence chain of the good’s purchase, brand license, product certification, business registration certificate etc.

买家主张商品存在质量问题或与网上描述不符,且可通过肉眼做出判断的,天猫国际有权根据商品图片直接认定。

Where a Buyer claims that the goods received possesses quality problems or that the goods are inconsistent with the online description, but the claims cannot be determined by the naked eye,Tmall Global has the right to directly make a determination in accordance with the good’s images.

第三十一条  卖家提供符合本规范第三十条规定的证明文件后,买家应当根据天猫国际的要求提供相应的检测凭证。

Article 31 After a Seller provides documents of proof that comply with Article 30 of these Rules, the Buyer must provide corresponding inspection proof according to the request of Tmall Global.

检测结果为商品存在质量问题或系假冒商品的,检测费用由卖家承担;检测结果为商品不存在质量问题且非假冒商品的,检测费用由买家承担。因商品在检测过程中产生的损坏责任承担原则,与检测费用的责任承担相同。

Where the inspection results show that the goods possess quality problems or are counterfeit goods, the inspection costs will be borne by the Seller; where the inspection results show that the goods do not possess quality problems or are not counterfeit goods, the inspection costs will be borne by the Buyer. The principles determining the responsibility for damages during the inspection process will be the same as the responsibility for inspection costs.

客观上无法提供检测证明或者提供检测证明的代价超过争议金额本身而导致事实无法查明的,按照本规范第二十二条规定进行处理。

Where a claim cannot be proven due to the objective inability to provide inspection proof, or where the inspection costs exceeds the payment amount in dispute, such disputes will be handled in accordance with Article 22 of these Rules.

非应天猫国际要求,买家自行检测的,检测费用由买家承担。

Where a Buyer inspects the goods without being requested by Tmall Global, the inspection costs will be borne by the Buyer.

第三十二条  如果卖家没有声明发货,但在买家申请退款前已经实际发货的,应当提供相应的发货凭证。

Article 32 Where a Seller has not announced the delivery the goods, but has actually delivered the goods before the Buyer applies for a refund, the Seller must provide corresponding proof of delivery.

第三十三条  针对天猫国际受理的各类型争议所需提供的全部证明文件,以天猫国际要求的内容为准。

Article 33 Documents of proof provided for various disputes handled by Tmall Global must be provided in accordance with Tmall Global’s request.

第三十四条  天猫国际作为独立第三方,仅对双方提交的证据进行形式审查,并作出独立判断,双方自行对证据的真实性、完整性、准确性和及时性负责,并承担举证不能的后果。

Article 34 Tmall Global, as an independent third party, will only conduct a formal review of the evidence provided by both parties and make an independent judgment. Both parties are responsible for the truthfulness, completeness, accuracy and timeliness of the evidence and the consequences for inability to adduce evidence.

第五章  争议处理程序

Chapter 5 Dispute Resolution Procedures 

申请和受理

Section 1 Application and Acceptance

第三十五条  买家申请退款后,买卖双方可以选择自行协商、要求天猫国际介入或通过司法途径等方式解决存在的争议。

任一方要求天猫国际介入的,天猫国际即有权根据本规范对争议进行处理。

Article 35 After a Buyer applies for a refund, the Buyer and Seller may choose to resolve disputes through individual negotiation, requesting Tmall Global’s intervention, or through legal channels and other means.

Where a party requests Tmall Global’s intervention, Tmall Global has the right to handle the dispute in accordance with these Rules.

第三十六条  买卖双方向天猫国际申请争议处理,必须符合以下条件:

Article 36 A Buyer and Seller applying for dispute handling by Tmall Global must fulfill the following conditions:

(一)就售中争议而言,因买家未收到商品、商品表面不一致、收到的商品与描述不符、商品存在质量问题产生争议的,买家应当在付款后,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的时限内提出退款申请。

With respect to disputes during sale, a Buyer should apply for a refund for disputes arising due to a Buyer not receiving the good, the good is irregular in appearance, the good received does not match its description, or the good possesses quality problems after payment, before confirming receipt of the goods or within the timeout period for overdue payments as stipulated in the provisions concerning transaction process in the “Tmall Global Service Terms”.

(二)就售后争议而言,符合以下条件的争议处理,买家可以提出退款申请:

With respect to after-sale disputes, where disputes comply with the following conditions, the Buyer may apply for a refund:

1、因商品系假冒商品产生争议的,买家应当在交易成功后的九十天内提出退款申请。

If the dispute concerns a good that is a counterfeit good, the Buyer must apply for a refund within ninety (90) days after the transaction is complete.

2、因收到的商品与描述不符产生争议的,买家应当在交易成功后的十五天内提出退款申请。

If the dispute concerns a good received that does not match its description, the Buyer must apply for a refund within fifteen (15) days after the transaction is complete.

3、类目对售后争议处理的受理有特殊规定的,依照类目的特殊规定。

Where a category of goods has its own special rules for after-sale dispute resolution, such disputes will be handled in accordance with the special rules of those categories.

第三十七条  天猫国际对符合第三十八条的争议处理申请,予以受理;对下列申请,分别情形,予以处理:

Article 37 Tmall Global will accept the applications for handling trade disputes if it complies with Article 38 of these Rules; Tmall Global will handle trade disputes for the following applications and different circumstances:

(一)买家超出规定时限提出退款申请的,天猫国际不予受理。

Tmall Global will not accept applications for handling trade disputes where a Buyer applies for a refund after the prescribed time limit.

(二)买卖双方经自行协商达成退款协议并履行完毕,一方或双方反悔产生争议的,天猫国际不予处理;买卖双方经自行协商达成退款协议但尚未履行,一方或双方反悔,要求天猫国际介入的,天猫国际按照本规范进行处理。

Tmall Global will not handle trade disputes where a Buyer or Seller goes back on a separately agreed arrangement for refund already completed; where a Buyer or Seller goes back on a separately agreed arrangement for refund that has not been completed, and requests Tmall Global to intervene, Tmall Global will handle such dispute in accordance with these Rules.

(三)交易做不退货退款处理后,卖家需要取回商品的,应当联系买家自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 trade disputes involving a transaction that has been completed without a refund or return of goods but the Seller wishes to retrieve the goods, in such circumstances the Seller should contact the Buyer directly to negotiate or settle the dispute using other means.

(四)买卖双方实际交易商品与订单显示商品不一致,因实际交易商品产生的争议,天猫国际不予处理。

Tmall Global will not handle trade disputes concerning actual goods received that are inconsistent the goods of an order.

(五)驳回买家退款要求后,买家再次申请的天猫国际不予处理。

Tmall Global will not handle trade disputes involving a Buyer’s re-application for refund after the Buyer’s initial request for refund has been rejected.

(六)本规范有特别规定的其他情形,天猫国际不予处理。

Tmall Global will not handle trade disputes for circumstances with special regulations under these Rules.

第二节  争议的处理

Section 2 Handling of Trade Disputes  

第三十八条  天猫国际处理争议期间,买卖双方应当按照天猫国际系统的提示和(或)天猫国际发送的短信、电话或邮件通知及时提供凭证。

Article 38 During Tmall Global’s handling of a trade dispute, the Buyer and Seller must provide proof in a timely manner in accordance with the tips provided on the Tmall Global system and (or) the notifications sent by Tmall Global via text, phone calls or email.

第三十九条  天猫国际收集到双方提供的凭证后,将在天猫国际系统提示的时间内,按照本规范对相应争议做出处理;本规范没有明确规定的,由天猫国际依其独立判断做出处理。

任何一方无正当理由,未按照前款规定提供凭证的,天猫国际有权按照实际收集到的凭证做出处理。

Article 39 After Tmall Global collects proof provided by both parties, it will, within the time limit shown Tmall Global system, handle the dispute in accordance with these Rules; for trade disputes that these Rules do not provide for specifically, Tmall Global will handle these disputes at its sole discretion.

Where either party, without proper reason, does not provide proof in accordance with the foregoing provisions, Tmall Global will have the right to handle such disputes in accordance with the proof it actually collects.

第四十条  天猫国际按照其独立判断,根据不同情况,将对买卖双方的争议做以下类型的处理:

Article 40 Depending on different circumstances, Tmall Global will use its independent judgment to handle trade disputes arising between a Buyer and Seller in the following manner:

(一)交易做撤销处理的,交易款项支付给买家。

Where a transaction is settled by cancellation, the transaction funds will be paid to the Buyer.

(二)交易做退款处理的,交易款项支付给买家。

Where a transaction is settled by refund, the transaction funds will be paid to the Buyer.

(三)交易做退货退款处理的,在卖家签收退货后,交易款项支付给买家。

Where a transaction is settled by a return and refund of goods, the transaction funds will be paid to the Buyer after the Seller acknowledges receipt of the goods being returned.

(四)交易协商不退货部分退款处理的,交易款项分别支付给买家和卖家。

If it is agreed that the goods not being returned will be settled by partial refund, the transaction funds will be paid to the Buyer and Seller respectively.

(五)交易做打款处理的,交易款项支付给卖家。

Where the transaction is settled by releasing payment of the goods, the transaction funds will be paid to the Seller.

(六)驳回买家退款要求。

Rejecting a Buyer’s request for refund.

第三节  处理中止

Section 3 Termination of Dispute Resolution

第四十一条  天猫国际处理争议期间,有下列情形之一的,天猫国际中止处理相应争议:

Article 41 During Tmall Global’s handling of trade disputes, if any of the following circumstances occurs, Tmall Global will terminate the resolution of the corresponding dispute:

(一)买卖双方一致要求自行协商处理争议;

Where the Buyer and Seller both request to resolve the dispute themselves through negotiation;

(二)任何一方通知天猫国际通过司法途径解决争议。

Where a party informs Tmall Global that the dispute will be resolved through judicial processes.

第四十二条  争议处理程序恢复

Article 42 Resuming Dispute Resolution Procedures

(一)买卖双方一致要求自行协商处理争议的,应当在提出协商要求后的30天内自行操作交易款项,或向天猫国际提供协商结果,由天猫国际代为操作。逾期未操作交易款项也未告知协商结果的,天猫国际有权根据本规范处理争议。

Where a Buyer and Seller both request to resolve the dispute themselves through negotiation, the Buyer and Seller must settle the transaction funds , or provide Tmall Global with the negotiation results for Tmall Global to settle the transaction funds on their behalf within thirty (30) days of submitting such request. In case of failure to settle the transaction funds or informTmall Global of the negotiation results, Tmall Global has the right to handle such dispute in accordance with these Rules.

(二)一方通知天猫国际通过司法途径解决争议的,应当在通知天猫国际后的7个工作日内向天猫国际提供司法机关的案件受理凭证。逾期未提供案件受理凭证,或司法机关在受理案件后的六个月内未对交易款项做出冻结、划拨等处理的,天猫国际有权根据本规范处理争议。

Where a party informs Tmall Global that the dispute will be resolved through judicial processes, that party must  provide Tmall Global with proof of case acceptance issued by the judicial authority within seven (7) days. In case of failure to provide proof of case acceptance within the deadline, or the judicial authority does not order the transaction funds to be frozen or transferred etc. within six (6) months of accepting the case, Tmall Global has the right to handle such dispute in accordance with these Rules.

第四节  执行 

Section 4 Enforcement

第四十三条  天猫国际处理争议期间,买卖双方达成退款协议,但无法自行操作的,天猫国际将根据双方达成的退款协议,直接操作相应的交易款项和(或)保证金。

Article 43 During Tmall Global’s handling of trade disputes, if a Buyer and Seller reaches an agreement to refund but cannot process the refund themselves, Tmall Global will directly process the relevant transaction funds and(or) security deposit in accordance with the refund agreement reached by the parties.

第四十四条  天猫国际对争议做出处理后,有权通知支付宝公司按照处理结果将交易款项的全部或部分支付给买家和(或)卖家,或由卖家(或买家)按照处理结果将相关款项支付给买家(或卖家)。

Article 44 After Tmall Global has resolved a trade dispute, it has the right to instruct Alipay to process full or partial payment of the transaction funds to the Buyer and (or) Seller in accordance with its determination, or to instruct the Seller (or Buyer) to make relevant payment to the Buyer (or Seller) according to its determination.

第四十五条  在将交易款项全部支付给买家后,根据争议处理结果仍需卖家承担责任的,天猫国际有权,自卖家根据《天猫国际服务条款规则》缴纳的保证金或其他款项中划拨相应的钱款补偿支付给买家。

Article 45 After transaction funds have been fully paid to a Buyer, if the Seller is still liable according to the determination, Tmall Global has the right to transfer a corresponding amount from the security deposit or other funds provided by the Seller under the “Tmall Global Service Terms” to the Buyer as compensation.

交易款项或保证金支付后,根据处理结果仍需卖家(或买家)承担责任的,由买卖双方自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 trade disputes if according to the determination a Seller (or Buyer) is still liable after payment of transaction funds or security deposit, the Buyer and Seller must separately negotiate a settlement or resolve such dispute through other channels.

第四十六条  处理争议期间,天猫国际使用自有资金代替卖家先行退款给买家(亦称“先行垫付”)的,交易做出处理后,天猫国际有权将保证金与先行垫付金额相当的部分划扣至天猫国际账户。

Article 46 During dispute resolution, if  Tmall Global uses its own funds to compensate the Buyer on behalf of the Seller (also referred to as an “advance payment”), Tmall Global has the right to, after the transaction has been settled, transfer the amount equivalent to the amount of the advance payment from the security deposit to Tmall Global’s account.

第五节  其他救济方式

Chapter 5 Other Recourses

第四十七条  天猫国际对争议做出处理并通知支付宝公司支付争议款项后,买家或(和)卖家对天猫国际的处理有异议的,您必须在天猫国际处理后的20日内将争议诉诸香港国际仲裁中心HKIAC进行仲裁。

Article 47 After Tmall Global has made a determination and instructed Alipay to pay the funds in dispute, if the Buyer and(or) Seller objects to Tmall Global’s determination, it must submit the dispute to the Hong Kong International Arbitration Centre for arbitration within twenty (20) days of  Tmall Global’s determination.

第四十八条  争议通过司法途径解决的,天猫国际将根据司法机关的生效法律文书,通知支付宝公司操作相应的交易款项和相关保证金。

Article 48 Where a trade dispute is resolved by judicial processes, Tmall Global will instruct Alipay to process the corresponding transaction funds and security deposit in accordance with the effective legal instrument issued by judicial authorities.

第六章  出境购交易纠纷处理规则

Chapter 6 Rules for Handling Trade Disputes concerning Outbound Purchase 

第四十九条  出境购定义:在天猫国际平台下单,通过电子凭证方式到境外店铺取货的交易。

Article 49 Outbound Purchase: refers to a transaction placed at the Tmall Global platform where the good is collected at an overseas store by electronic receipt.

第五十条  出境购售中争议处理系指电子凭证核销前产生的交易纠纷;售后系指电子凭证核销后产生的交易纠纷。

Article 50  Dispute Resolution of Outbound Purchases during sale: refers to a trade dispute that arises before confirmation of the transaction via electronic receipt; Dispute Resolution of Outbound Purchases after sale: refers to a trade dispute that arises after confirmation of the transaction via electronic receipt.

第五十一条  若购买的为免税商品,实际到店取货人信息与购买时所填写的取货人信息不符导致无法取货的,商家不承担责任。

Article 51 For purchased goods that are tax-free, the Merchant will not be liable for goods that cannot be collected because a recipient’s details provided in the order are different to those of the recipient collecting the goods.

第五十二条  若消费者购买的免税商品,因入境地法律法规限制无法入境的,商家已在消费者购买时进行详细说明或提醒的,商家不承担责任。

Article 52 If purchased goods are tax-free cannot be delivered due to the destination country’s laws and regulations, and the Merchant will not be liable if it has provided detailed explanation or reminders to its customers during the purchase process.

第七章  附则

Chapter 7 Supplementary Provisions

第五十三条  天猫国际对争议做出处理后,不免除买卖双方基于与天猫国际签署的其他协议、规则应当承担的责任。

Article 53 Tmall Global’s issuance of a determination does not exempt a Buyer or Seller’s obligations under other agreements and rules entered with Tmall Global.

第五十四条  天猫国际定期或不定期的官方活动规则,对买卖双方争议处理有特殊要求的,按照活动规则的特殊要求进行处理。

Article 54 Where there are special requirements for the dispute resolution between a Buyer and Seller in the rules of any Tmall Global scheduled or unscheduled official activities, such trade disputes will be handled in accordance with the special requirements laid down in such activities’ rules.

第五十五条  本规范生效或变更前天猫国际已介入处理的争议,适用当时的规范进行处理;本规范生效或变更后天猫国际介入处理的争议,适用本规范或变更后的规范进行处理。

Article 55 Where Tmall Global has already intervened in a trade dispute before these Rules are effective or modified, the then current rules will be applicable. Where Tmall Global intervenes in a dispute after these Rules are effective or modified, these Rules or the modified rules will be applicable.

如中英文版本间存在任何歧义的,以中文版为准。

IN CASE OF ANY INCONSISTENCY BETWEEN THE TWO LANGUAGE VERSIONS, THE CHINESE VERSION SHALL PREVAIL.

Leave a Reply

Your email address will not be published. Required fields are marked *