1. Definition
Service violations refer to situations where the customer service quality, delivery service, and after-sales service of the merchant are not up to standard or violate the relevant service rules of Aauto Express Store.
2. Common types of violations
(1) The customer service praise rate of the merchant does not meet the standard.
The explanation indicates that the merchant’s customer service praise rate does not meet the service quality assessment requirements in the Aauto FMCG store customer service management rules.
(2) The merchant’s customer service response rate is not up to standard.
The explanation is that the merchant’s customer service response rate does not meet the service quality assessment requirements in the Aauto Faster Store customer service management rules.
(3) The merchant’s customer service attitude is not up to standard.
The explanation is that the service attitude of the merchant’s customer service failed to meet the service quality assessment requirements in the Aauto Faster Store customer service management rules.
(4) Illegal delivery.
The explanation refers to the situation where the merchant fails to deliver the goods to the buyer as promised or violates the Aauto Faster Store delivery management rules and other delivery management rules.
Including but not limited to:
1. Delayed delivery;
2. False delivery;
3. Fraudulent sexual intercourse Goods;
4. Unable to ship;
5. Fewer pieces.
(5) Disputes over breach of commercial responsibilities.
The explanation means that the merchant and the buyer have different opinions on the after-sales treatment. After applying for the platform's intervention, the platform determines that it is the merchant's responsibility.
Including but not limited to:
1. The merchant and the buyer have different opinions on the after-sales treatment. After applying for the platform's intervention, the dispute will be handled by the merchant itself, but the platform recognizes the merchant's responsibility;
2. The merchant and the buyer have different opinions on the after-sales treatment. After applying for platform intervention, the dispute will be handled by the platform as the merchant or the responsibility of both parties;
(6) Only the refund period does not Meet the standards.
The explanation is that the merchant's refund simply does not meet the after-sales service assessment requirements in the Aauto faster store after-sales service management rules.
(7) The end time for returns and refunds does not meet the standard.
The explanation is that the merchant's return and refund end time does not meet the after-sales service assessment requirements in the "Aauto Faster Store After-sales Service Management Rules".
(8) The rate of commercial liability disputes does not meet the standard.
The explanation means that the business liability dispute rate of the merchant does not meet the after-sales service assessment requirements in the "Aauto Faster Store After-sales Service Management Rules".
Third, handling of violations
(1) If a platform merchant commits illegal acts such that the customer service response rate does not meet the standard, the platform will handle it in accordance with the following regulations:
(1) If the circumstances are minor, a warning, study, compulsory study, and compulsory examination will be given;
(2) If the circumstances are serious, a warning, compulsory inspection, and a fine of 100-150 yuan will be imposed;
(3) If the circumstances are particularly serious, a warning, compulsory examination, and a fine of 200-300 yuan will be imposed.
(2) If a platform merchant commits an illegal act by failing to meet the customer service praise rate standard, the platform will deal with it in accordance with the following regulations:
(1) If the circumstances are minor, a warning, learning, or enforcement will be given Study and compulsory examination sanctions;
(2) If the circumstances are serious, a warning, compulsory inspection and a fine of 100-300 yuan will be imposed;
(3) If the circumstances are particularly serious, a warning, Compulsory examination and fine of 500-1,000 yuan.
(3) If a platform merchant engages in illegal behavior with a customer service attitude that is not up to standard, the platform will handle it in accordance with the following regulations:
(1) If the circumstances are minor, a warning, forced learning, Compulsory examination punishment;
(2) If the circumstances are serious, a warning, compulsory inspection and a fine of 100-300 yuan will be imposed;
(3) If the circumstances are particularly serious, a warning, compulsory inspection will be imposed , fined 500 yuan.
(4) If a platform merchant commits any irregularities in delivery or commercial liability disputes, the platform will deal with them in accordance with the following provisions:
(1) If the circumstances are minor, a warning and a lesson will be given , Compulsory learning punishment;
(2) If the circumstances are serious, a warning, compulsory inspection, all removal from the shelves, prohibition of new products from being put on the shelves for 1-3 days, and a penalty of 300 yuan will be paid;
(3) If the circumstances are particularly serious, a compulsory inspection will be carried out, all products will be removed from the shelves, new products will be banned from the shelves for 3-14 days, participation in marketing activities will be restricted for 5-14 days, and liquidated damages of 500-5,000 yuan will be paid.
(5) If a platform merchant has illegal conduct such as failing to meet the standard for refund end time, failing to meet the standard for returns and refunds, or failing to meet the standard for commercial liability dispute rate, the platform will handle it in accordance with the following regulations:
(1) If the circumstances are minor, a warning will be given;
(2) If the circumstances are serious, a warning and forced learning will be given;
(3) If the circumstances are particularly serious, a warning will be given; Warning and mandatory examination.
Four. Factors to be considered in determining the seriousness of the violation
Minor circumstances
Including but not limited to:
1. The merchant’s customer service quality does not meet the standard for the first time;
2. The number of unqualified orders delivered by the merchant is very small.
Serious situations
Include but are not limited to:
1. The merchant’s customer service quality has repeatedly failed to meet standards;
2. The merchant The number of defective orders delivered is high.
The situation is particularly serious.
Including but not limited to:
1. The merchant’s customer service quality is not up to standard, seriously affecting the buyer’s experience;
2. The number of unqualified orders delivered by the merchant huge.