Explanatory Note regarding Right to Quick Refund Where the Seller Fails to Respond to the Buyer Within Five Days for Direct Purchase Trade Assurance Orders on Alibaba.com
To streamline the end-to-end after-sales process of Trade Assurance online orders directly placed by buyers (“Buyer”) on the Alibaba.com platform (“Trade Assurance Orders)"), Alibaba.com has updated its Quick Refund rules for Trade Assurance Orders. The details are as follows:
1.After the Buyer submits or modifies a refund request on the Alibaba.com platform, the seller of such product on the Alibaba.com platform ("Seller") must respond to the Buyer's request within five (5) calendar days (i.e. go to “My Alibaba” > “Order Management” > “All refund requests”, and click “Accept” or “Provide an alternative resolution for the Buyer's refund request”). If the Seller fails to respond within five (5) calendar days after the Buyer submits its request, the Alibaba.com platform will fulfill the Buyer's refund request. The refund does not include any service fee(s) paid by the Buyer.
2.Where the Seller provides an alternative resolution for the Buyer’s refund request, the Buyer must respond to the Seller’s alternative resolution within five (5) calendar days (i.e. go to “My Alibaba” > “Order Management” > “All refund requests”, and click “Accept, Edit Refund Request, Escalate Dispute”, or “Cancel Refund Request for the refund request”). If the Buyer does not respond to the Seller's alternative resolution within five (5) calendar days, the Alibaba.com platform will cancel the Buyer’s refund request.
3. After the Seller provides its initial response to the Buyer’s refund request, both the Buyer and the Seller can request the Alibaba.com platform to step in if required. The entire duration of the refund negotiation shall be no longer than thirty (30) calendar days (“Prescribed Period”). If the Buyer and the Seller fail to reach an agreement within the Prescribed Period, the Alibaba.com platform will automatically step in to process the Buyer’s refund request.
II. Conditions :
1.Order type: Trade Assurance Orders, with an order amount not exceeding US$200.
2.Supported online payment methods: Credit/Debit Card, Online Transfer, Online Bank Payment, Apple pay, and Google pay
III. Other information:
1. Quick Refunds were previously available to Buyers for Trade Assurance Orders in the following two (2) scenarios: (i) a full refund within two (2) hours after payment by the Buyer and (ii) a full refund provided when an order is cancelled due to late shipment and no response is provided by the Seller within 72 hours of submitting a refund request.
2.This explanatory note has now introduced a third scenario which shall apply where a Buyer submits a refund request and the Seller fails to respond within five (5) calendar days, the Alibaba.com platform will fulfill the refund request in accordance with the rules in this explanatory note.
3.The aforementioned rules apply to Trade Assurance Orders from the date this explanatory note is published. The rules set out above are expected to be published at 00:00 on December 21, 2021 (PST).