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After-sales Service Policy

After-sales Service Policy

中宝平开放平台商家售后服务管理规则

After-sales Service management rules

 

第一章 适用范围Scope of application

本规则适用于中宝平开放平台所有使用万宝在线自主售后系统(以下简称售后系统)的商家。 This rule applies to all businesses using Wanbao Online Autonomous after-sales System (hereinafter referred to as "after-sales system") on Zhongbaoping Open Platform.

 

第二章 定义Definition

2.1中宝平在线自主售后系统:是指商家通过中宝平商家后台自行处理售后服务问题的系统。Zhongbaoping online independent after-sales system: refers to the system of dealing with after-sales service problems by the enterprise through the backstage of Zhongbaopin.

2.2自主售后:是指商家通过中宝平自主售后系统,根据售后原则处理消费者签收商品后产生的售后问题,从而提高消费者购物体验的行为。 Independent after-sales: refers to the behavior of dealing with after-sales problems caused by consumers' signing and receiving goods according to the after-sales principle through Zhongbaoping's independent after-sales system, so as to improve consumers' shopping experience.

 

第三章 售后服务管理规范Standards for after-sales service management

3.1商家应当配备专业的客服团队(或人员)使用售后系统处理来自万宝消费者的问题;处理内容包括但不限于消费者发起的商品退货申请的处理;商品的信息、相关知识、维修、保养等服务内容;其他与售后相关的投诉问题的处理等。Seller should be equipped with professional customer service teams (or personnel) to use after-sales systems to deal with problems from Wanbao consumers; processing content includes, but is not limited to, the processing of goods return applications initiated by consumers; service content such as products information, relevant knowledge, maintenance, and other complaints related to after-sales, etc.

3.2退货原则Principle of Refund

3.2.1.质量问题退货Refund because of Quality problem

3.2.1.1.若消费者因商品确实存在质量问题而提出的退货申请的,商家应一律承担退货的售后服务。If a customer applies for a refund because of the quality problem of the goods, the seller shall undertake the after-sales service of the refund.

3.2.1.2.贵金属、黄金珠宝类商品:若消费者认为商品的测量结果与标识克重存在差异的,且该差异超出国家发布的贵金属饰品质量标准规定的误差标准范围内,商家应一律承担退货的售后服务。Precious metals, gold and jewelry goods: If consumers believe that there is a difference between the measured results and the standard weight of the goods, and the difference exceeds the error standard stipulated by the quality standard of precious metals jewelry issued by the state, the sellers shall undertake the after-sales service of the returned goods.

3.2.1.3.若商家发货后,由于物流配送中导致商品毁损等问题的,则商家须承担退货的售后服务。If the sellers deliver the goods, they must undertake the after-sale service of the returned goods because of the damage of the goods caused by the logistics distribution.

3.3返修原则Repair Principle

依据国家相关规定,或商家销售商品时附随的质量保证书及售后服务保证书,商品如需维修的,则商家应提供相应的售后服务。According to the relevant provisions of the state, or the quality assurance and after-sales service guarantee attached to the merchants selling goods, if the goods need to be repaired, the merchants should provide the corresponding after-sales service.

注:如黄金珠宝饰品类,消费者购买后尺寸大小存在不适合的情形时,商家应为消费者调整尺寸提供相应服务。Note: If the size of gold jewelry is not suitable for consumers, the merchants should provide corresponding services for consumers to adjust the size.

3.4针对消费者疑问商家提供资料原则The Principle of Providing Information to Consumers' Questions

如消费者对商家销售的商品的真伪、质量、重量(黄金珠宝类)等方面提出质疑,商家应对疑问作出明确合理的解释,且应提供相应的文件资料予以证明。如商家无法提供文件证明或提供的文件不足以证明消费者投诉无依据,则应为消费者办理退货,承担退货产生的费用,如因此产生损失的,商家应予以全部赔偿。If consumers have question about authenticity, quality and weight of products , should make clear and reasonable explanations for the questions and provide corresponding documentation to prove them. If the seller cannot provide documentary evidence or the documents provided are insufficient to prove that the consumer complaint is unfounded, the seller shall return the goods for the consumer and bear the expenses incurred by the return. If the loss occurs as a result, the seller shall make full compensation.

3.6售后系统处理流程说明和要求 Process description and requirements of after-sales system

操作

说明

商家审核

消费者申请退///补发商品后, 商家应在48小时内给出审核结果。审核结果分为审核通过、审核不通过、不退货仅退款、不退货补发新品、线下补发商品和消费者放弃。

商家审核通过

商家审核通过后,会自动为消费者发送短信提醒,消费者发货:消费者按照商家在审核环节选择的自主售后退货地址等信息寄送快递,并在客户端填写发运信息。上门取件:消费者等待配送员上门取件,取件完成后会按商家审核时选择的售后地址返货。

商家审核不通过

如审核不通过,商家需要提前与消费者进行沟通,在消费者知晓情况下方可操作,并需要在审核不通过的系统页面中填写不通过原因,系统自动触发短信给消费者。点击确认按钮后,消费者能及时收到短信提醒,并查询不通过原因。审核不通过的消费者仍可重新提交新的退//修申请。

不退货仅退款

如商家在审核环节判断无需消费者返回原商品即可退款,可以直接操作不退货仅退款,退款完成后服务单状态直接到暂完结。 

不退货补发新品

如商家在审核环节判断无需消费者返回原商品,仅需要给消费者重新补寄一个新商品,可以选择不退货补发新品,添加商品成功自动生成换新单,商家进入商家后台的订单管理页面操作发货。

线下补发商品

如商家在审核环节判断无需消费者返回原商品,仅需要给消费者重新补寄一个新商品,也可以选择线下补发新品,商品发货后,需要填写快递公司和运单号,方便消费者和商家跟踪物流信息。

用户放弃

如符合服务单已经完成赔付或者取消订单已经退过款等情况时,商家可以操作用户放弃,但商家操作前必须先与消费者沟通确认同意后方可操作,并需要商家如实在服务单备注中注明沟通结果。

快递到商家

如消费者选择商品退回方式为快递至商家,商家审核通过后,消费者须在7天(自商家通过审核后满168小时为7天)内将商品寄回并提交运单信息,商家须在10天内(自消费者上传单号起满240小时为10天)完成确认收货,如未及时处理,系统将自动退款;

商家收货

商家在收到消费者寄回的商品后,应当及时拆包收货,并按商品实际情况选择登记原因,如出现实际应为例如质量问题等商家原因,而由于商家误操作选择为消费者原因的情况导致逆向运费未退还,由此产生的例如消费者投诉等负面后果应由商家承担。

商家处理

商家在收到商品后应在48小时内做处理,处理结果包含:退款、换新、原返、线下换新等。退款,包含退商品款和退运费,商家可在与消费者沟通确认后调整金额,退款完成后,消费者不能对此商品再次发起退货申请;换新,默认原始商品,如需要换同款商品的不同颜色或不同尺码的商品,系统操作时需要更改商品编码;原返,如商家收到实物后,发现商品不符合退换条件,必须要跟消费者沟通确认,消费者同意后可以做原物返回,并在跟踪留言备注说明。

申请中宝平介入

如商家与消费者对售后处理意见有分歧并沟通无果的,可以提交申请中宝平客服介入解决,申请后商家不能再做任何操作,服务单显示为锁定状态。商家在申请介入时,建议在文本框中写明此单的商家联系人和联系方式,方便客服与商家及时沟通处理意见。

用户确认

在商家处理完售后服务单后,消费者可以在消费者端选择售后服务已解决或未解决,如消费者点击未解决,仍需要商家进行回复处理。如仍无法解决,消费者可以申请交易纠纷。  


第四章 附则Supplementary articles

4.1中宝平开放平台商家的行为,发生在本管理规则生效之日以前的,适用当时的规则。发生在本管理规则生效之日以后的,适用本规则。The behavior of the open platform sellers of Zhongbaoping occurs before the effective date of these management rules, and the rules at that time shall apply. These Rules shall apply if they occur after the effective date of these Regulations.

4.2中宝平可根据平台运营情况随时调整本管理规则并以中宝平开放平台公告的形式向商家公示;商家入驻中宝平即表示接受中宝平其后不时调整、颁布的管理规则。Zhongbaoping can adjust these management rules at any time according to the operation of the platform and publicize them to the enterprise in the form of "Zhongbaoping B2B Platform" announcement. When the enterprise regisited in Zhongbaoping, they have to accept the management rules that Zhongbaoping has adjusted and promulgated from time to time.

4.3商家应遵守国家法律、行政法规、部门规章等规范性文件。对任何涉嫌违反国家法律、行政法规、部门规章等规范性文件的行为,本规则已有规定的,适用于本规则。本规则尚无规定的,中宝平有权酌情处理。但中宝平对商家的处理不免除其应承担的法律责任。商家在中宝平的任何行为,应同时遵守与中宝平及其关联公司签订的各项协议;如有违约即视为对本规则的违反。Enterprise should abide by national laws, administrative regulations, departmental rules and other normative documents. These Rules are applicable to any act suspected of violating normative documents such as national laws, administrative regulations and departmental rules. If there is no provision in these Rules, Zhongbaoping has the right to deal with it at its discretion. However, Zhongbaoping's handling of the enterprise is not exempt from its legal responsibility. Enterprise in Zhongbaoping shall abide by all agreements signed with Zhongbaoping and its affiliated companies at the same time. Any breach of these Rules shall be deemed to be a violation.


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