1. Tmall’s Mall Rules

Definition of “Authenticity Guarantee”

According to the agreement, merchants are not allowed to sell counterfeit goods and non-original genuine goods. Taobao has the right to immediately terminate the agreement once it is discovered that fakes and non-original goods are being sold.

"Authenticity guarantee" is a service content that Tmall merchants must undertake. Specifically, when a Taobao buyer uses the Alipay service to purchase a merchant's goods, if the buyer determines that the purchased goods are fake, he or she has the right to report to Taobao within 14 days after the transaction is successful in accordance with the provisions of these rules and Taobao's other public disclosure rules. Initiate a complaint against the merchant and apply for "genuine product guarantee" compensation. The amount of compensation that can be applied is based on the "Product Quality Law of the People's Republic of China", the "Consumer Rights and Interests Protection Law of the People's Republic of China" and other The amount of compensation for the sale of counterfeit goods (including the return postage of the complained goods) stipulated in laws, departmental regulations and national mandatory standards is limited.

Conditions for buyers to apply for "genuine product guarantee" compensation

1. The seller to whom the buyer applies for compensation is a Tmall merchant;

2. The buyer's compensation application shall comply with the relevant laws and regulations in form;

3. The amount of the compensation application shall only be based on the "Law of the People's Republic of China and Domestic Product Quality", "Law of the People's Republic of China and Domestic Product Quality", "Law of the People's Republic of China and Domestic Product Quality" The amount of compensation and postage for counterfeit sales (including the return postage for the complained product) stipulated in the Consumer Rights Protection Law and other laws and regulations, departmental regulations and national mandatory standards;

4. The buyer claims "genuine product" "Guarantee" compensation application should be made within 14 days after the transaction is successful.

"Authentic Product Guarantee" compensation application process

1. Under the premise of meeting the second article, buyers can go to the "My Taobao-Purchased Products" page to pass the guarantee The card channel initiates an "Authentic Product Guarantee" compensation application to Taobao and indicates the reasons;

2. After receiving the buyer's "Authentic Product Guarantee" compensation application, Taobao has the right to require both parties to the transaction to provide necessary certificates based on the coordination situation. , and confirm and judge; when Taobao determines that the buyer's "authentic product guarantee" compensation application is established according to relevant rules, it has the right to notify Alipay to directly deduct the merchant's deposit from the merchant's Alipay account and refund the corresponding amount to the buyer, and refund the buyer's purchase The corresponding points used for this product.

Seller obligations and handling methods

1. After Taobao accepts the buyer’s “Authentic Product Guarantee” compensation application, the merchant must actively cooperate and provide the goods within the specified time according to Taobao’s requirements Relevant certificates;

2. If the merchant can effectively prove that its goods are genuine goods from the original manufacturer, Taobao will return the buyer's "Authentic Guarantee" compensation application;

3. If the merchant is If relevant certificates cannot be provided within the specified time or the relevant certificates provided are obviously invalid, Taobao has the right to notify Alipay to directly deduct the merchant's deposit from the merchant's Alipay account, refund the buyer's corresponding amount, and refund the buyer's corresponding points; at the same time, Taobao has Quanquan terminates the agreement with the merchant according to the agreement.

Launched “authentic product insurance” to get 4 times the full refund if you buy fake goods

In November 2015, on the eve of Double Eleven, Tmall joined hands with Ant Financial to cooperate with the People’s Insurance Company of China, Insurance companies such as Ping An Property & Casualty have launched a series of inclusive insurance programs such as "Tmall Authentic Product Guarantee Insurance" and "Tmall Quality Assurance Insurance". If consumers purchase counterfeit goods on the Tmall platform, they will receive unconditional return and refund support. And you can get 4 times the compensation. This is Tmall’s second upgrade of consumer protection after launching “return shipping insurance” in 2012.

After the brand side tests, the results will be truthfully returned to Tmall. Tmall will punish the illegal merchants according to the platform rules: after verifying the merchant’s counterfeit sales, in addition to deducting the deposit, Tmall will also impose penalties on the merchants involved. The merchants in question have imposed a series of severe penalties such as closing stores and delisting their products.

2. What are the serious violations of Tmall rules?

First of all, the most serious thing after Taobao and Tmall stores deduct points is to demote the store, which means that customers are searching for you. The goods will be delayed at the time, which will be a big blow to the stores that have already had a large transaction volume, and even the sales will drop sharply. They must be handled in time. The method of handling is also very important. For example, if it is Points will be deducted if a stolen image is investigated. When making an appeal, the original stolen image you provide must be processed before submission. The waiter will check it during processing. If there is anything you don’t understand or need help, you can add Ⅰ5. Yibaqiliuqi〇18v

Tmall’s handling of serious points deductions

1. If a merchant’s points deduction for serious violations reaches 12 points, the store will be blocked and restricted from releasing products. , restrictions on the creation of stores, restrictions on sending site messages, restrictions on community functions and public warnings for 7 days, restrictions on participation in Tmall marketing activities for 30 days, and payment of liquidated damages of 20,000 yuan to Tmall;

2. Merchants If the total number of points deducted for serious violations reaches 24, the store will be blocked, all products in the store will be removed from the shelves, the release of products will be restricted, the creation of stores will be restricted, the sending of site messages will be restricted, community functions will be restricted and a public warning will be given for 14 days, and participation in Tmall marketing activities will be restricted for 60 days Day, payment of liquidated damages of 30,000 yuan to Tmall;

3. If a merchant has a total of 36 points for serious violations, he will be given a store closure, restrictions on the sending of site messages, restrictions on community functions, and a public warning 21 days, restricted participation in Tmall marketing activities for 90 days, and payment of liquidated damages of 40,000 yuan to Tmall;

4. If the merchant’s total points for serious violations reach 48, the merchant will be removed from the operation. Seize the account and pay part or all of the deposit to Tmall as liquidated damages (the deposit refers to the amount of deposit that the store should pay when the merchant is liquidated by Tmall). If a merchant deducts a large amount of points due to a single violation, causing the cumulative deduction points to meet the processing conditions of multiple nodes, or if the same type of node processing needs to be performed during the period of being processed, only the heaviest node processing will be performed.

3. What are the Tmall rules that customer service needs to know?

2. Free shipping issue (4 points) 3. Credit card issue (4 points) 4. Cash on delivery issue ( 4 points) 5. Leaking other people’s information (6 points) 6. Transaction closing issues (1 point) 7. Payment method issues 8. Set seller’s deposit 9. Quality inspection. Once the violation is determined, points will be deducted.

1: Regarding invoice issues (violation is established, 6 points will be deducted) Standards for invoice issues: As long as the buyer has paid for the goods, the merchant needs to provide the invoice to the buyer who requested the invoice free of charge. It cannot be refused or cannot be Common breaches of contract by merchants that require additional fees are as follows: 1. The merchant says that it does not provide invoices 2. The merchant says that the invoice requires the buyer to bear the tax amount, or makes the buyer bear the invoice mailing costs 3. The merchant says that it is a special offer and cannot be provided Invoice 4: The merchant states that "the tax entity change application is in progress", "the invoice printing machine is under maintenance", "the invoice limit for the month has been used up and has not been applied for", "the accountant is not available and cannot be issued", etc. == In this case, you should take the initiative. Inform consumers that if they need invoices, they can re-send them later, and clarify the re-sending period. The freight should be borne by the merchant. 5. The business category is A, and inform them that only category B invoices can be issued (for example, a shoe merchant tells the buyer that it can only issue office supplies) ), or company A can only issue invoices in the name of company B. 6. You can issue invoices that are payable to the company, or you can issue personal invoices. The rules for invoices on October 26 have changed, please refer to them for details.

/detail-277. htm?spm=1.

1000386. 221670.

8. NivJvY 2: Free shipping issue (if the violation is established, 4 points will be deducted) Standards for publishing free shipping products: 1. It is not recommended to add the words "free shipping" in the title and product pictures 2. Use the correct freight template, and the regional freight for free shipping Set to 0, non-free shipping address, set the correct shipping fee 3. In the information description, there must also be a clear explanation of the free shipping express. If the buyer specifies other express delivery and needs to make up for the postage, there must be a clear explanation of the free shipping issue. Common violations: The merchant did not use the freight template, set the merchant to bear the freight, and did not explain the freight situation on the page. The buyer filled in the remote area and took the picture, and the merchant asked for additional freight.

If the buyer complains about this, it will definitely be considered a breach of promise.

Three: Credit card issues (if the violation is established, 6 points will be deducted) The standard answers to credit card issues are: 1. The mall supports credit card payment by default.

2. Credit card installment payment is an installment payment channel provided by Alipay for merchants that have opened credit card gateway payment in Taobao Market, Taobao Mall (Tmall), Electrical Appliance City, etc. (Juhuasuan is not supported. transactions). Currently, the credit card quick payment method is used.

(Not supported by the Post Office) Currently supported banks: basically all banks (except the Post Office) Application scenarios: 1. Taobao Market, Taobao Mall (Tmall), Electrical Appliance City, etc. have opened credit card gateways The paying merchant; 2. The transaction amount is 600 yuan or more. (Note: Merchant limited-time discounts, flash sales, and Juhuasuan transactions do not support credit card installments.

) For a detailed introduction to credit card installment payments, please see: /lab/help_detail. htm?help_id=249183 Credit card installment payment is an installment payment channel provided by Alipay for you to pay by credit card when shopping on Taobao. Currently, the credit card fast payment method is used.

Banks currently supported: Bank of China, Ping An Bank, Agricultural Bank of China, China Merchants Bank, Everbright Bank, Minsheng Bank, CITIC Bank, China Guangfa Bank, China Construction Bank. Other banks are gradually opening up, so stay tuned.

Number of phases supported (the handling fee of each bank is different, which can be viewed on the payment page. For specific operations, click here to view /lab/help_detail. htm?help_id=249185&type=T): Bank of China: 3 phases︱ Phase 6︱9︱12 Ping An: Phase 3︱6︱12 Agricultural Bank of China: Phase 3︱6︱9︱12 China Merchants Bank: Phase 3︱6︱12 China Everbright: Phase 3︱6︱12 Minsheng: Issue 3︱6︱12 CITIC: Issue 3︱6︱12 Guangfa: Issue 6︱12 CCB: Issue 3︱6︱12︱18︱24 Note: When the total amount cannot be When it is divisible by the number of installments, the specific repayment amount per installment shall be calculated by the bank.

Installment fees vary from bank to bank. Please check the cashier display when placing an order. Three points to prevent credit card risks: 1. When the buyer inquires whether credit card payment is possible, tell him that it is possible. 2. When the buyer inquires whether installment payment is possible, it is recommended to send the buyer a link to the credit card installment payment introduction, or let the customer service staff know the business content. Correct answer 3: When a buyer uses a credit card to pay, the handling fee must be provided by the merchant. The merchant cannot ask the buyer to support the handling fee.

Four: Cash on delivery (if the violation is established, 6 points will be deducted) The cash on delivery service is a service ordered by the merchants themselves (it is helpful for searches) If the goods with the payment on delivery service are activated , when the buyer takes the photo, the buyer needs to provide this service to remind the merchant: if the cash on delivery service is opened, please abide by the service commitment and provide the buyer with the required service in a timely manner. If you encounter a malicious buyer who inquires or places an order, please note: do not tell the buyer that the service cannot be supported, do not close the order privately, do not refuse to ship to the buyer on Wangwang, and cash on delivery orders will not be delayed in shipment. within the range.

PS: Therefore, for orders that are not intended to be shipped, do not give a clear delivery time on Want Want Five: Leak other people’s information (violation established, 6 points will be deducted) Prevention of leaked information: 1. Buyer Which ID was used to take the photo? Check the information with which ID. 2. If it is not the purchase ID to confirm the information, ask the other party to copy the address (not recommended) 6: Close the order (if the violation is established, 1 point will be deducted for each order) Prevention: 1. Do not fail to confirm the information. With the buyer's consent, the order is closed privately. 2. If the buyer requests to close the order, it will be closed unless requested by Wangwang of the purchase (that is, the merchant can provide the certificate if the buyer requests to close). 7: Payment method issues. Taobao supports online payment. It is recommended that both buyers and sellers pass Alipay payment. If the buyer is unable to use Alipay due to special reasons, the merchant can give a friendly reminder: activate Alipay, or find someone else to pay for it.

Other payment methods can only be used at the buyer's request. Eight: Exploiting out-of-stock and delayed delivery loopholes.

Nowadays, stores’ deposits are being emptied every day.

There is special software that scans the last online time of the seller. If the seller is not online for about 3 days, the buyer will start to download.

4. What are Taobao rules?

Taobao rules only apply when users violate regulations, as follows:

Identification and handling of violations, It should be based on the facts determined by Taobao and strictly implemented in accordance with the regulations. Taobao users are all equal in the applicable rules.

Purpose of Taobao Rules

The purpose of formulating Taobao Rules is to promote a new business civilization of openness, transparency, sharing and responsibility, protect the legitimate rights and interests of Taobao users, and maintain the normality of Taobao. Business order, these rules are formulated in accordance with the "Great Taobao Declaration" and the "Taobao Service Agreement".

To open a Taobao store, you must pass the Taobao store opening exam. This is a new rule that Taobao launched for new sellers at the end of 2010. The main content of the exam is "Taobao Rules". The exam score must reach 60 points to pass, and the accuracy of the basic questions must be 100%. After passing the exam, read the Integrity Management Commitment, then fill in the store name, store category and store introduction according to the prompts, check and agree to the "Product Release Rules" and "Consumer Protection Agreement", and then confirm submission. If everything goes well, you will have a Taobao store at this time.

5. What are Taobao’s new rules?

The new rules refer to June 10th, and the ones introduced on July 1st mainly refer to real-name authentication.

Taobao's new rules on June 10, Taobao 6.10's new rules. The new version of "Taobao User Behavior Management Rules" has finally been released to the attention of the majority of Taobao friends! Since collecting rule suggestions from users in the early stage, many enthusiastic members have given us feedback on Taobao rules with suggestions and ideas. We have also seriously considered the suggestions generally received by members into the rule adjustment plan. The details of the revised "Taobao User Behavior Management Rules (Revised Edition)" are as follows: "Taobao User Behavior Management Rules (Revised Edition)" is divided into 5 chapters: Chapter 1 General Provisions Chapter 2 Violations Chapter 3 Chapter Point Deductions Chapter 4 Punishment Measures Chapter 5 Supplementary Provisions Chapter 1 General Provisions 1. Build a new business civilization of "integrity, sharing, and responsibility" for our colleagues, protect the legitimate rights and interests of Taobao members, and maintain the integrity of Taobao This rule is specially formulated for normal operating order.

2. Taobao members should abide by Taobao's various rules and agreements. Violators will be managed according to these rules. Taobao has the right to make an independent judgment on whether a member's behavior violates regulations and related definitions, and does not assume the obligation to explain.

3. Taobao’s overall approach to managing violations is to correct violations, with education as the main focus and punishment as a supplement. To correct violations, Taobao has the right to directly correct violations.

This corrective measure includes but is not limited to directly deleting illegal products, information, reviews, and pictures, directly restricting the login and use of illegally registered accounts, and requiring sellers to return product prices and postage to buyers or related parties. . Education is the main focus, that is, Taobao only deducts points but does not punish members for a single violation (except when the points deduction for a single violation directly reaches the corresponding penalty point).

And the points deducted by members will be reset to zero at 24:00 on December 31 every year. Punishment is supplemented, that is, to achieve educational purposes, when the accumulated points deducted by members reach a certain value, different levels of punishment will be given according to the category of the violation.

Penalties cannot be revoked. Taobao does not assume any responsibility for losses caused by members being punished for violating regulations.

4. Taobao guarantees the rights of all members to carry out legitimate business operations on the premise of complying with national laws and Taobao rules. Taobao will not impose any penalties in circumstances not specified in these rules.

Chapter 2 Violations Section 1 Category A Violations 1. Illegal release of products. Refers to other behaviors that violate the "Product Release Management Rules" in addition to the release of prohibited or restricted products, including but not limited to placing products in the wrong category, credit hype products, no pictures or inconsistent pictures, duplicate products, and empty products in the mall ( The behavior of the mall seller indicating that the transaction cannot be carried out immediately before the buyer pays and the product shows that there is sufficient inventory), etc.

2. Hype credit. Refers to the purpose of increasing "members' accumulation of credit" and the use of fictitious transaction facts as a means to attempt or have implemented behaviors that can affect the "members' accumulation of credit" of others.

3. Illegal bidding.

There are abnormal bidding behaviors such as bidding for a large number of goods in a short period of time without paying, which has or may disrupt the transaction order of the website.

4. Payment but not shipped. It refers to the behavior of non-mall sellers who, after buyers pay, refuse to deliver goods immediately for reasons such as being out of stock, or who operate the system to actually deliver goods but do not deliver the goods; sellers in malls and electrical appliance malls are complained after buyers make payments. Failure to complete delivery within 72 hours ①.

5. Malicious comments. It means that the evaluator, in his own name or in the name of others, exaggerates or fabricates facts for the purpose of harming the interests of the evaluee or seeking improper personal interests, and makes an evaluation of the evaluee that is against public order and good customs or that Taobao deems inappropriate; or in a bad way Critics and mid-reviewers humiliate, slander, and intimidate the person being evaluated.

6. The online description does not match. It refers to the discrepancy between the product received by the buyer and the description when the seller published the product information after the buyer and seller completed the transaction on Taobao, including the buyer's complaint that the seller has sold counterfeit products that can be proven by objective evidence.

②7. Failure to perform promised services. Refers to the behavior of Taobao that after Taobao intervenes, Taobao determines that the reason for the return and refund initiated by the buyer is established, but the seller refuses to return the price and postage of the product (including the return postage of the complaint product) to the buyer or related person; or the seller refuses to fulfill its obligations after joining. Taobao's specific local markets, platforms or services promised when applying to use Taobao's specific technical services; or the seller refuses to perform the logistics services, provide invoice services, returns and exchanges promised on the product details page or when communicating with buyers using Aliwangwang After-sales services such as goods and repairs are included.

8. Illegal registration. It refers to the behavior of members maliciously registering Taobao accounts in large quantities through software or illegal channels, disrupting the order of Taobao or increasing the load on the website system platform.

9. Violation of consumer protection service quality regulations. Refers to behaviors that violate the relevant provisions of the consumer protection series.

10. Violate the mall points regulations. Refers to behavior that violates the "Taobao Mall Points Rules".

11. Violate the mall store regulations. Refers to behavior that violates the "Taobao Mall Merchant Store Rules".

12. Violate the payment method of the mall. Refers to behavior that violates the "Mall Merchant Sales Conduct Rules" regarding the mall's payment methods.

13. Violate the mall invoice regulations. Refers to behavior that violates the "Taobao Mall Invoice Rules".

14. Mall popularity hype. Refers to violations of the mall's "Mall Merchant Sales Conduct Rules" and the violation of popularity hype.

15. Violate the mall product review regulations. Violation of the "Mall Product Review Publishing Rules".

16. Violate other Taobao agreements and regulations or other behaviors that violate law, morality or public order and good customs. Refers to violations of other Taobao agreements and regulations, or other behaviors that violate various administrative regulations, local regulations, national policies, social ethics, and public order and good customs.

Section 2 Category B Violations 1. Disclosure of other people’s information. Refers to evidence proving that members violate Taobao's regulations on information release and publish and transmit other people's private information without permission.

2. Publish illegal or illegal products or information. Refers to violations of the "Rules for Prohibition and Restrictions on Publishing Product Information", "Alibaba Wangwang Usage Rules", "Community Posting Rules" or the use of other information communication channels provided by Taobao to publish illegal or illegal products or information.

3. Infringe the intellectual property rights of others. Violation of the "Rules for Prohibition and Restriction of Publishing Product Information" and other relevant provisions, or behavior complained by the rights claimant and evidence proving violation of the "Trademark Law", "Copyright Law", "Patent Law" and other relevant laws and regulations③.

4. Fraud. Refers to the purpose of illegal profit, through no.