Improving the consistency of Taobao store descriptions: It is necessary to improve the quality of products, inspect the products, and carefully maintain the quality of the products to improve the dynamic score of the store products that match the description. If there are a large number of orders in the store that describe improper refund reasons, from the perspective of consumers, the product will have a certain degree of quality problems, and the product will be checked and the quality of the product needs to be carefully maintained.

Description discrepancy means that the goods received by the buyer or the goods randomly inspected by Taobao officials do not match the description of the goods by the seller when the transaction was concluded. The seller has not explained the defects, shelf life, incidental items, etc. of the goods. Disclosure of information that harms the rights and interests of buyers.

The quality of goods has always been the issue that consumers are most concerned about when shopping online. In order to provide consumers with better services and maintain a healthy market order on Taobao, in response to the behavior of some sellers selling inferior goods, Taobao will intensify its management and control efforts and plans to adjust relevant rules that do not match the descriptions. Extended information

If the buyer receives the product and says that the description is inappropriate: The buyer says that the description does not match. During the rights protection process, it will be handled based on whether the description discrepancy can be judged with the naked eye. Suggestions:

1. If the problem that the buyer describes is inconsistent with the naked eye, such as color, size, version specifications, etc.: Since the problem with the product described by the buyer is visible to the naked eye, the buyer is required to provide physical pictures of the problem with the product as proof. , it is recommended to ask the buyer for the corresponding certificate before making further judgment.

2. If the discrepancy in the buyer's description is invisible to the naked eye, such as material, composition, etc.: It is recommended to contact the buyer and ask the buyer to provide evidence. The buyer needs to provide: relevant certificates that can show the discrepancy in material composition. (Such as hang tag/washable label/ingredient content label on the packaging box, etc.). If the order is subsequently requested for customer service intervention, the buyer's credentials will be judged.

(1) If the buyer provides valid evidence: Returns and refunds are supported, and the merchant will bear the freight, regardless of whether the goods are in good condition;

(2) If the buyer fails to provide evidence/the evidence is invalid: Required For merchants to provide evidence, merchants need to provide their own brand trademark registration certificate/(authorization letter purchase invoice/purchasing list/import customs declaration)/material testing report.

(3) The merchant’s evidence is valid, and the buyer will be notified to provide counter-evidence: provide material composition or inconsistent testing certificates. At this time, if the voucher provided by the buyer is valid, returns and refunds are supported, and the shipping fee will be borne by the merchant, regardless of whether the goods are in good condition, and the inspection costs will be borne by the seller. If the buyer fails to provide evidence/the evidence is invalid, we will reject the buyer's refund application and the inspection costs will be borne. The buyer is responsible for it; if the merchant's evidence is invalid, the buyer will be supported for return and refund, and the merchant will bear the freight, regardless of whether the goods are in good condition.

Reference: Taobao - What is the difference between the inappropriate description option in the penalty and the inappropriate description option in the refund?

Reference material: Taobao - "Taobao Rules" notice of improper description of rules

Reference material: Taobao - What should a buyer do if he receives a product and says the description is inappropriate?