Taobao's seven-day return and refund process

Many buyers think that they can only apply for a refund if the seller has not shipped the goods. In fact, this is not the case. There is a "seven-day no-reason return" for online shopping. In addition, if the product has quality problems, you can apply for a return and refund even after seven days. The following is the Taobao seven-day return and refund process that I have collected. I hope you will read it carefully!

1. Refund process when the seller has not shipped the goods:

1. In "My Taobao" in the top bar of the homepage, click "Purchased Products". Find the item you want to refund and click "Refund/Return" on the page.

2. After entering the page, fill in the reason for the refund and the explanation of the refund, and upload the refund voucher, such as chat records with the store, comparison pictures of the product photos and the actual product, etc.

3. Submit a refund application.

4. If the seller does not respond, the Taobao system will return it to the buyer within two days.

5. If the seller refuses to refund, on the third day after the refund application is initiated, the option to apply for customer service intervention above the refund application can be opened. Click to apply for customer service intervention. After the customer service intervenes, the seller will be asked to provide a non-refundable voucher. If the seller's voucher is incorrect or a false voucher is provided, the customer service will require the seller to refund.

6. The reason why the seller refuses to refund may be that the buyer's reason for applying for a refund is not conducive to the seller. For example, "delayed delivery" will have the effect of a negative review and affect the store's reputation. At this time, the consumer can choose to negotiate with the seller to ask for compensation and then agree to modify the reasons, or they can choose to use this as the price for the other party's breach of contract and wait for Taobao customer service to intervene.

2. Refund and return process for goods that have been confirmed to have been received and shipped:

1. In "My Taobao" in the top bar of the homepage, click "Purchased Products" ". Find the item you want to refund and click "Refund/Return" on the page.

2. If you do not sign for the goods, you can refuse it directly. The goods will be returned to the seller, and the seller will refund the money after receiving the goods.

3. If you have signed for it:

(1) Choose to apply for a refund, fill in the reason for the refund, the refund explanation and upload the refund voucher.

(2) The seller has 5 days to agree or reject your refund application. If the seller agrees to the return agreement, the seller’s return address will appear on the page, and you can make returns based on this address. operate. After returning the product, go to the refund page to "fill in the return information". If applying for return. There may be situations where the seller does not agree to the return. In this case, you can ask customer service to intervene in the investigation.

(3) Select the courier company for return and fill in the waybill number. The system will track the order information as proof of whether the store has received the goods.

(4) After submitting the return information, the seller has 10 days to confirm it. If the seller fails to process it after the deadline, the system will return the money to the buyer.

3. Notes

1. Validity period related to order rights protection;

Seven days for returns and exchanges without reason, within 7 days from the date of receipt on the logistics display.

Automatically confirm the receipt of goods. Taobao automatically confirms the receipt of goods at different times according to different products and selected express delivery. The following is the specific Taobao confirmation of receipt time:

(1) Virtual: If you buy automatic recharge goods, after completing the Alipay payment, the system will automatically confirm receipt of the goods. If you buy an automatically shipped item, the system will automatically confirm receipt 24 hours after the seller has shipped the item. If you buy a virtual item, the system will automatically confirm receipt 3 days after the seller has shipped it.

(2) Physical: If the logistics method selected when purchasing is express, EMS, or no logistics required, the system will automatically confirm the receipt of the goods 10 days after the seller has shipped the goods. If the logistics method selected at the time of purchase is surface mail, the system will automatically confirm receipt of the goods 30 days after the seller has shipped the goods. (3) Taobao supports delayed receipt. If you click on delayed receipt, the time will be added to the delayed receipt time.

(4) If you are a buyer and still have not received the goods before the automatic delivery time, you should contact the seller immediately to delay the delivery of the goods. If you do not receive the goods, you can ask the seller for help. Extend transaction timeout.

If the seller does not help to extend the transaction timeout or there is a problem with the goods received, please apply for a refund in time. The transaction timeout will be suspended during the refund application.

The freight insurance expiration period takes effect after the order is shipped and expires after the receipt is confirmed; if only a refund is initiated, it will also become invalid.

How long does it take for automatic evaluation? After the seller evaluates it, it will be automatically praised within 15 days.

How long does it take before you can initiate an after-sales application, or apply for a return or refund. Confirm receipt>Confirm payment>Transaction

Within 15 days from the date of success. If the time limit is exceeded, you need to provide Wangwang screenshots and delivery receipts to customer service. This product is a three-guarantee product. You can consult customer service online or call the customer service hotline. The customer service will verify the order number/refund number/after-sales number and think it must be If you provide after-sales service, the "application for after-sales" channel will be opened for you again.

How long can the review be delayed? It will be within three months after the evaluation by both parties is completed and takes effect.

Summary: The order rights protection cycle is a time range within which the platform system automatically protects the rights and interests of buyers. If it exceeds this range, it will be more difficult to complain to Taobao! When exchanging goods, you need to always pay attention to the automatic confirmation of receipt time and delay it in time to avoid difficulties in rights protection later.

Taobao’s seven-day no-reason return and exchange policy.

Article 1 Within seven days from the date of receipt of the goods, the buyer can initiate a seven-day no-reason return and exchange request to the seller for goods that support seven-day no-reason returns (see Table 1 for details) and meet the product integrity standards. Reason for return or exchange request.

The seven-day period starts from 0:00 on the next day after the buyer signs for the goods, and it is seven days after 168 hours. The time when the buyer signs for the goods is subject to the logistics sign-in time.

Article 2 The goods returned by the buyer should be in good condition.

Product integrity means that the product can maintain its original quality and functions, including the product itself, packaging, accessories and accompanying trademark tags, instructions for use, etc. The buyer opening the product package based on inspection needs, or conducting a reasonable and appropriate trial to confirm the quality and function of the product will not affect the integrity of the product. If the goods are used beyond the needs of inspection and trial, resulting in obvious depreciation of the value of the goods, the goods will be deemed to be defective. (See Table 2 for specific standards)

Article 3 Merchants are encouraged to provide product integrity standards that are better than those announced by Tmall. However, if the standards provided are lower than the Tmall standards, they will be deemed invalid.

Article 4 If the buyer returns or exchanges the product within seven days without any reason, if the seller of the product provides free shipping, the buyer will only be responsible for the return postage; if the product does not have free shipping or the seller provides conditional free shipping, If the buyer fails to meet the free shipping conditions due to partial returns, the buyer will bear all postage costs.

3. Types of insurance related to online shopping;

In order to allow buyers to purchase their products with confidence and facilitate order transactions, sellers will purchase appropriate insurance for each transaction order based on their actual situation. online shopping insurance.

There are currently more than 10 types of online shopping insurance, such as freight insurance, order insurance, material fidelity insurance, product quality assurance insurance, freight insurance for large appliances and large items, sports equipment accident insurance, etc., which are relatively common. There are two types of insurance: freight insurance and order insurance. Except for freight insurance, which is optional for buyers, other insurances need to be purchased by sellers.

Each type of insurance has its own claim settlement rules. There is a related link explained in the order information. We can learn about the relevant rules from the page to which the link jumps (in the section "How to Select Products" In this article, I once talked about how to look at insurance services, and I will also write an article about the analysis of online shopping insurance for reference in the future).

Summary: Insurance is a guarantee for buyers when shopping. I personally think that stores that provide insurance services are more trustworthy. Some people think that the money for insurance comes from the sheep and is dispensable. I think that is wrong, because the premium for sellers to purchase insurance will increase with the rate of accidents. If buyers are dissatisfied with insurance and return it, there will be no cost. The seller will lose money on shipping costs and insurance premiums.

For orders with insurance services, our buyers should pay attention to understand and memorize the rules of the insurance type. They need to submit the order in time within the effective period of the insurance regulations, so as to obtain insurance claims. ;