Before Double 11, AliExpress comprehensively optimized the cross-border business environment and rectified the phenomenon of unreasonable returns and refunds

Reporters learned from multiple cross-border merchants that before the start of the overseas Double 11, AliExpress comprehensively optimized and upgraded its after-sales rules , proactively intercepted and managed the "refund only" and wool party that troubled merchants , and significantly reduced merchants' after-sales costs. The cross-border merchant circle was boiling : " AliExpress finally took action against unreasonable refunds and returns ! "

Upgrade 1: Crack down on "refund only" wool party, resist "zero-yuan purchase"

As for the "refund only" policy that has been ruined by freeloaders and wool-collecting scammers , AliExpress has upgraded its merchant protection measures. The platform will fund random inspections of refund orders and intercept abnormal behaviors. Users with high-frequency refunds and suspected malicious buyers will be 100% checked to ensure that they are reasonable demands.

In addition, AliExpress has opened a channel for merchants to report malicious return buyers . If multiple merchants report the same buyer, the platform will 100% verify and help the merchants recover their losses.

Upgrade 2: Optimize return rules and significantly reduce merchants ’ after-sales costs

For cross-border merchants, a major pain point is that it is very troublesome to return goods from overseas to China after after-sales service.

In order to help merchants solve this problem, AliExpress has optimized its after-sales rules: 1) Raising the threshold for arbitrary returns. If there are more than 5 returns per month, buyers are required to bear the shipping costs for unconditional returns; 2) Narrowing the after-sales protection period for seasonal categories from 90 days after payment to 15 days after receipt ; 3) Strengthening the evidence for returns due to quality issues to ensure that buyers have a basis for returns and protect the rights and interests of merchants.

At the same time, AliExpress has also simplified the return process for merchants, ensuring that 100% of high-value goods in the core 19 countries can be returned to Hong Kong warehouses or mainland warehouses, making it convenient for merchants to retrieve goods. In addition, a series of combination punches such as the "partial refund" function and the "buy-sell negotiation" function are also launched for merchants to use, so that merchants can flexibly use tools to reduce the possibility of returns.

Previously, AliExpress had taken the lead in canceling local returns in Brazil and adjusted the process to "negotiated returns by buyer and seller", that is, consumers initiate after-sales service, and buyers and sellers negotiate whether to return the goods. When returning the goods, consumers send them back to the address specified by the merchant. After the announcement was issued, cross-border merchants expressed their "great joy".

Upgrade 3: Relax the assessment of the return rate of fully managed products to avoid "accidental injury"

The original intention of return rate assessment is to control the quality of merchants' products, but unreasonable returns from buyers also cause trouble for merchants.

In order to avoid "inadvertently hurting" merchants who are operating seriously, AliExpress has made more detailed adjustments to the return rate assessment rules, including: 1) relaxing the refund rate standards for seasonal categories ; 2) exempting refund orders from malicious buyers; 3) reducing penalties for low-sales illegal products with less than 50 orders ; 4) reducing the penalty amount for medium and high-value goods ; 5) reducing the penalty for high-quality merchants, and reducing or exempting them according to the merchant level .

Before the arrival of Double 11 overseas , AliExpress released a series of policies intensively, releasing good news. First, it clarified the "dual-track drive" platform strategy, giving clear business directions to merchants in different categories, greatly improving the status of POP (self-operated model) , and warehouse-posted goods have certain traffic . Starting from November, while not downgrading the consumer experience, a series of business environment optimization measures were launched, allowing merchants to prepare goods with more confidence and invest in Double 11, the biggest growth opportunity of the year.

This year, AliExpress will preheat for 3 days from November 8 to November 10, and officially sell for 8 days from November 11 to November 18 (all based on the local time zone of key countries) . This is the Double 11 with the "largest investment and best experience" for AliExpress .

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