I. Terms of compensation
Tianwei supply chain only pays for all orders shipped through Tianwei supply chain platform.
II. The types of compensation include the following types, which are evaluated by Tianwei supply chain according to the actual situation
1. Re-shipment
2. Compensation for commodity costs, logistics costs and processing costs
3. Compensation for commodity costs
4. Compensation for logistics costs
5. Partial compensation for commodity costs and logistics costs
III. Proof of compensation
Users of Tianwei supply chain need to submit after-sales problems according to the requirements of Tianwei supply chain, such as email screenshots, platform and dispute screenshots, refund screenshots, pictures or videos of defective products (products with problems can be displayed through continuous and dynamic videos), processing numbers, and pictures of outer packaging (preferably packaging labels and goods can be reflected in the same picture).
Tianwei supply chain is not responsible for the return of goods when users of Tianwei supply chain are unable to provide claims for quality problems, buyers have no reason to return goods, or other customers have contacted but rejected.
1. Screenshot of sales platform
2. Dispute screenshot
3. Refund screenshot
4. Relevant photos or videos to be submitted for claim settlement, such as photos of product problems and damaged logistics packages.
5. Users of Tianwei supply chain need to submit screenshots of disputes over the platform, or emails related to such disputes. For disputes over non-platform disputes, Tianwei supply chain has the right to request such disputes to be submitted to the platform for compensation.
Note:
1. When returning goods, Tianwei supply chain users must communicate with Tianwei supply chain in advance to determine the specific situation of the problem, such as quality problems or no reason to return the goods. Tianwei supply chain users need to ask buyers to write the order number on the return outsourcing package and provide the return tracking number when communicating with buyers to return the goods to Tianwei supply chain warehouse,To ensure that the Tianwei supply chain Warehouse receives the products. If the products are not provided, the Tianwei supply chain is not responsible for returning or replacing the products.
2. If the after-sales problem is not included in this clause, the users of Tianwei supply chain can negotiate and determine by both parties according to the actual situation in the future.
3. If the Tianwei supply chain after-sales service agreement is modified, the Tianwei supply chain should be publicized in the system notification column 10 days in advance. During the publicity period, users of the Tianwei supply chain can put forward opinions on the modified content, and the Tianwei supply chain will modify it as appropriate.
4. Other unregulated situations shall be handled in accordance with the principle of instant public logistics compensation stipulated by Tianwei supply chain.
IV. Time for acceptance and settlement of claims
Tianwei supply chain only accepts complaints from users of Tianwei supply chain within 14 days from the date the buyer receives the goods. Tianwei supply chain users are required to submit claims to Tianwei supply chain within three days after receiving the buyer's complaint. Tianwei supply chain will not accept claims that exceed the above date.
After the acceptance of Tianwei supply chain, if the compensation is confirmed, it will be re-shipped or the corresponding compensation will be given within 3 days, and the compensation amount will be uniformly transferred to the account of Tianwei supply chain users in Tianwei supply chain.
V. After-sales issues
1. Product damage
a. If the outer package of the product is damaged, the buyer must refuse to sign for it and notify Tianwei supply chain users. Tianwei supply chain users will give feedback to Tianwei supply chain within 3 days after they know that the buyer refuses to sign for it and apply for claim settlement. Otherwise, once the buyer signs for it, Tianwei supply chain users will be responsible for the damage of the order.
B. The outer package is in good condition. If the product over US $10 is damaged, the buyer shall submit the dispute and provide relevant certificates to the users of Tianwei supply chain within 5 days from the date of receipt. According to the judgment of Tianwei supply chain, the corresponding amount shall be refunded for the damage degree of the product; If the product under US $10 is damaged, there is no compensation. If Tianwei's supply chain is judged as man-made damage,Tianwei supply chain users shall assume relevant responsibilities.
c. The degree of product damage does not affect the use of product functions. Users of Tianwei supply chain need to negotiate the refund amount with buyers. The refund amount borne by Tianwei supply chain shall not exceed 50% of the total product sales, and full refund is not supported.
Local express companies lost packets and damaged goods:
Tianwei supply chain users fill in the claim form according to the requirements of Tianwei supply chain. The screenshot of the buyer's complaint and the delivery certificate are attached at the bottom of the form. Tianwei supply chain assists the seller to initiate the claim against the express company and feedback the progress and claim results.
2. Complaints, violations, and infringement:
Disclaimer: Tianwei supply chain platform guarantees that the product information on the platform is described truthfully. Due to disputes caused by improper product picture information and product attribute description, Tianwei supply chain will provide reasonable compensation based on the actual complaints of users; If users involve platform infringement and violation, Tianwei supply chain service platform will not assume relevant responsibilities.
3. Quality problems
The product cannot be used due to functional problems.
If the buyer finds functional quality problems within 14 days after receiving the goods, the users of Tianwei supply chain will provide relevant evidence within 3 days after receiving the buyer's complaint. Through the confirmation of Tianwei supply chain, Tianwei supply chain can provide free reissue or refund application service.
a) Tianwei supply chain returns the corresponding funds to Tianwei supply chain users, that is, commodity cost + logistics fee + processing fee.
B) the Tianwei supply chain will be re-shipped to the buyer, and the cost of re-shipping will be borne by the Tianwei supply chain.
Note: after the cost is measured by Tianwei supply chain, if the buyer needs to return the goods, the buyer should return the goods to Tianwei supply chain warehouse, but the users of Tianwei supply chain are responsible for the freight of returning the goods to Tianwei supply chain warehouse.
4. The product description is inconsistent with the actual product
The product data provided by Tianwei supply chain is inconsistent with the actual product:
If the product is inconsistent with the description, users of Tianwei supply chain provide relevant evidence. According to the judgment of Tianwei supply chain, Tianwei supply chain can provide free reissue or refund application service.
Special case: because the description of the product on the product label or Tianwei supply chain system is inconsistent with the package contents, the product itself has no quality problems.
a) if the buyer accepts partial refund, Tianwei supply chain shall bear 50% of the amount returned by the seller to the buyer or the refund amount shall not exceed 130% of the value of the goods (commodity cost), and the smaller value of the two shall be used for compensation..
B) if the buyer requests to return the goods, the buyer's goods shall be returned to the Tianwei supply chain warehouse. The Tianwei supply chain shall pay all the outbound fees for the products, and the Tianwei supply chain users shall be responsible for the freight returned to the Tianwei supply chain warehouse.
Tianwei supply chain users modify the description without authorization, resulting in inconsistency between the description and the physical object:
Due to the seller's unauthorized modification of the product description provided by Tianwei supply chain, the buyer's complaint about the discrepancy between the physical object and the description has nothing to do with Tianwei supply chain, and Tianwei supply chain users shall bear the consequences.
The actual weight of the product differs from the described weight:
The difference between the actual weight of the product and the described weight is more than 50% (including 50%). If Tianwei supply chain delivers goods without prior confirmation with Tianwei supply chain users, Tianwei supply chain will compensate for the corresponding difference in logistics costs; Tianwei supply chain will deliver goods after confirmation by Tianwei supply chain users, and the excess logistics costs will be borne by Tianwei supply chain users.
5. Less delivery, missing delivery, wrong delivery
If there is a lack of accessories or insufficient quantity, users of Tianwei supply chain shall provide relevant evidence within 3 days after receiving the buyer's complaint. If the situation is judged to be true by Tianwei supply chain, Tianwei supply chain may provide free reissue or refund service; If the situation is not true or relevant evidence is not provided, users of Tianwei supply chain shall bear relevant responsibilities.
a) Tianwei supply chain reissues missing parts to Tianwei supply chain users, who are responsible for delivering goods to buyers.
B) if the buyer accepts a partial refund, Tianwei supply chain shall bear 50% of the buyer's refund amount or the refund amount shall not exceed 30% of the value of the goods (the cost of the goods), and the smaller value of the two shall be used for compensation.
C) if the buyer requests to return the goods, the users of Tianwei supply chain shall return the goods to the designated warehouse of Tianwei supply chain, and Tianwei supply chain shall pay all the outbound expenses of the products, but the users of Tianwei supply chain shall be responsible for the freight of returning the goods to the warehouse of Tianwei supply chain.
Part of the goods in the missing order: after the users of Tianwei supply chain provide the corresponding pictures, email screenshots and other evidences, and confirm the missing shipment, they will return the commodity cost, logistics cost and processing cost of the corresponding missing product.
Due to the misoperation of Tianwei supply chain, the goods received by the buyer are inconsistent with the ordered goods. Users of Tianwei supply chain provide relevant evidence within 3 days after receiving the buyer's complaint. According to the judgment of Tianwei supply chain, Tianwei supply chain can provide free reissue or refund application service. If the goods are wrongly delivered, the supply chain of Tianwei will confirm whether they need to be sent back.
Measures:
Case 1: After communication, the buyer returned the product
(1) the commodity cost, logistics fee and handling fee corresponding to the wrong goods order.
Case 2: If the buyer's product cannot be returned after communication,
(1) compensate for the commodity cost compensation, logistics fee and handling fee of the wrong product.
6. The goods have not arrived at the consignee
a. There is no delivery information on the website of the logistics company or the interruption or update of the logistics track. After more than 20 working days for express delivery and more than 2 months for other logistics methods, users of Tianwei supply chain can apply for compensation to Tianwei supply chain after receiving complaints from buyers. According to the judgment of Tianwei supply chain, Tianwei supply chain can refund the commodity cost of the goods in the order.
B. Customs fasteners: Tianwei supply chain informs Tianwei supply chain users of the reason for the deduction. Tianwei supply chain does not assume the relevant responsibility for the deduction of goods, but will cooperate with Tianwei supply chain users.
c. The parcel is properly delivered, but the buyer's feedback is not received: after investigation of Tianwei supply chain, if the address is correct and the signatory is not the buyer, Tianwei supply chain users shall bear relevant responsibilities, and Tianwei supply chain shall cooperate with Tianwei supply chain users to solve corresponding problems; If the delivery address is wrong, Tianwei supply chain can provide free reissue or refund application service according to the judgment of Tianwei supply chain.
The address is unknown or incorrect:
The goods are still on the way to logistics [beyond the proper time limit] (refer to the peer processing plan for reference)
7. Return the package
a. If the buyer returns the product due to quality problems and determines that the product is not damaged by human beings through Tianwei supply chain, Tianwei supply chain can provide free reissue or refund application service.
B. Under the condition that Tianwei Supply Chain undertakes the responsibility of product quality, the users of Tianwei supply chain will be responsible for arranging the return items that need to be returned by Tianwei supply chain. If the returned items are properly displayed on the website of the logistics company, Tianwei supply chain will verify and pay within 10 working days, and the return freight will be borne by Tianwei supply chain,And return to Tianwei supply chain user account.
c. Due to the problem of the mainland customs, the parcel has not been exported. For the returned parts generated in China, the users of Tianwei supply chain can apply to return the product cost and logistics freight of the parcel to the user account of Tianwei supply chain only after the parcel is returned to the warehouse of Tianwei supply chain. (The processing fee at the time of sending is not refundable)
d. If the package is not properly delivered and returned to China abroad, users of Tianwei supply chain shall pay the return fee of the package in Tianwei supply chain. The charge standard for returning the package abroad: 60 yuan/KG, and the fee for sending the package will not be refunded.
VI. Supplementary terms
1. For problems that Tianwei supply chain requires Tianwei supply chain users to return, Tianwei supply chain users must require buyers to provide the logistics certificate of the returned goods of the order (the certificate must include: return address, weight, cost, tracking number, without the above content, Tianwei supply chain will not compensate).
2. There is no logistics tracking track in the Post Office of Surface mail service. Tianwei supply chain will not compensate for any loss of goods caused by the use of any surface mail service.
3. Tianwei supply chain does not assume any responsibility for customs investigation due to tariff issues.
4. When Tianwei supply chain users choose express logistics services, additional fees may be incurred in remote areas. Tianwei supply chain users need to make corresponding inquiries before placing orders. The remote surcharge incurred after shipment shall be borne by the users of Tianwei supply chain.
5. The remarks of the order do not constitute the contract invitation between Tianwei supply chain and Tianwei supply chain users. For disputes arising from the remarks, the right of interpretation belongs to Tianwei supply chain, and Tianwei supply chain can not compensate.
6. If users of Tianwei supply chain provide false evidence (including but not limited to PS picture evidence), Tianwei supply chain will not compensate after verification by Tianwei supply chain, and reserve the right to freeze user accounts of Tianwei supply chain.
7. The maximum amount of single compensation provided by Tianwei supply chain shall not exceed USD100.
8. In the products provided by Tianwei supply chain, when the status is changed to clearance due to unsalable or other reasons, Tianwei supply chain has the right to automatically remove the products that have been put on shelves in the store.