ECHEMI平台投诉处罚规则 - ECHEMI platform complaint penalty rules

The Nature of the Complaint

Platform Processing Methods and Suggestions

Penalty Consequences (Cumulative According to the Number of Complaints)

The supplier does not reply to buyer after receiving the order payment

1. The customer service team will contact the supplier as soon as possible, urging them to reply to the buyer's message, finding out the reason and giving feedback to the buyer.
2. The relevant sales person in charge of the order from the supplier company need to give the buyer a valid reply after the notice of the Customer Service Team of ECHEMI.COM within 4 hours.

After the supplier receives the buyer's complaint, the relevant department of ECHEMI.COM will give the supplier a warning and a demerit, which will be accumulated successively. (ECHEMI.COM determines that the complaint is an order dispute and the supplier does not respond to the buyer for more than 4 hours)

The quality or quantity of the goods is inconsistent with the order

1.ECHEMI.COM supports both parties to resolve disputes by themselves. If the resolution fails, both parties can contact the ECHEMI.COM.
2.If the responsible party is the supplier after the judgment of ECHEMI.COM, the supplier shall supplement or refund the goods for the order, and the buyer shall cooperate with the supplier to send back all the goods received.
3. If the responsible party is the buyer after the judgment of ECHEMI.COM, it is suggested to handle the dispute as follows according to the actual situation:
1)The responsibility belongs to the buyer: if the buyer does not specify the quantity of goods before the order confirmation and delivery, the buyer can choose to reorder or negotiate with the supplier for other reasonable plans;
2) The responsibility belongs to the buyer: if the buyer does not specify the category of goods before the order confirmation and delivery, the actual goods are inconsistent with the order, the buyer can communicate with the supplier to purchase again; In the case of acceptance by the supplier, the buyer shall return the goods completely, and the freight shall be borne by the buyer or negotiate other reasonable plans with the supplier.

1.Suppliers that actively cooperate in resolving disputes and the buyer agrees with the outcome will not receive demerit warning, but ECHEMI.COM will keep a record.
2. If the supplier does not actively deal with the dispute and does not propose a reasonable solution within 3 working days, ECHEMI.COM will record a demerit and warn the supplier, and temporarily close the quotation authority of the online shop account until the dispute is resolved.

The supplier did not ship as scheduled

1. ECHEMI.COM will contact both parties to the dispute as soon as possible, collect relevant information about the order, confirm the situation of the complaint order, and resolve the dispute.
2. ECHEMI.COM will determine the responsibility according to the order situation. If the supplier is responsible for overdue delivery, the supplier shall deliver the goods within 3 working days; If the supplier is unable to deliver goods due to shortage, the buyer can choose to ask the supplier to refund the payment or wait for the supplier to provide an estimated delivery time for next batch, and the supplier shall actively cooperate.
3. ECHEMI.COM will determine the responsibility according to the order situation. If the responsibility belongs to the buyer, the buyer shall cooperate as soon as possible according to the situation.

1.Suppliers that actively cooperate in resolving disputes and the buyer agrees with the outcome will not receive demerit warning, but ECHEMI.COM will keep a record.
2. If the supplier does not actively deal with the dispute and does not propose a reasonable solution within 3 working days, ECHEMI will record a demerit and warn the supplier, and temporarily close the quotation authority of the online shop account until the dispute is resolved.

The supplier has delivered but the buyer has not received the goods

1.ECHEMI.COM will contact both parties to the dispute as soon as possible, collect relevant information about the order, confirm the situation of the complaint order, and resolve the dispute.
2.If the buyer fails to receive the goods due to force majeure factors such as natural disaster, strike, riot, war, government act, judicial administrative order, etc., the supplier shall actively cooperate with the buyer to provide explanations and reasonable solutions.
3.If the buyer fails to receive the goods as scheduled due to the supplier's own reasons such as sending the goods to a wrong address, the supplier shall actively reissue the goods or negotiate with the buyer for other reasonable remedies.
4.If the buyer fails to receive the goods as scheduled due to the buyer's incorrect address or other reasons, the supplier shall provide a solution according to the actual situation.
5. If the goods cannot be delivered as scheduled due to customs inspection or sampling inspection, the seller shall actively explain to the buyer. If the goods are detained, the seller shall timely reissue the goods or negotiate with the buyer for other reasonable remedies.

1. If the goods cannot be delivered as scheduled due to force majeure or customs inspection and other objective factors, ECHEMI.COM will not punish the supplier if the supplier actively cooperate with ECHEMI.COM in settling disputes; If the supplier refuses to cooperate and behaves badly, ECHEMI.COM will issue a warning to the supplier.
2. ECHEMI.COM will determine the responsibility based on the actual situation. If the responsibility belongs to the supplier and the situation is determined not to be suggestion 2 and the supplier actively cooperates with the solution, ECHEMI.COM will not punish the supplier; If the supplier does not actively deal with the dispute, ECHEMI.COM will record a demerit and warn the supplier, and temporarily close the quotation authority of the online shop account until the dispute is resolved.
3. ECHEMI.COM determines the responsibility based on the actual situation. If the responsibility belongs to the buyer and the situation falls under suggestion 4, the buyer can communicate with the supplier to re-purchase or pick up the goods at the wrong address, or communicate with the supplier for other reasonable solutions based on the actual situation. If the buyer refuses to cooperate, the buyer will be permanently restricted from accessing the ECHEMI.COM.

The complainant provided false evidence

ECHEMI.COM will follow up the order status as soon as possible and judge the responsibility according to the actual situation.

1. ECHEMI.COM will judge the supplier according to the order situation. If the supplier is responsible, ECHEMI.COM will directly close the supplier's online shop for one week.
2. ECHEMI.COM will judge the responsibility based on the order situation. If the responsibility belongs to the buyer, the buyer will be restricted to log in and use the platform.

Fraud

If the buyer or supplier has the behavior of any of the followings, it shall be regarded as fraud:
1. If the supplier refuses to deliver the goods and return the payment to the buyer after receiving the payment for the order, it shall be deemed that the supplier defrauded the buyer.
2. If the buyer pays on credit or in installments and refuses to pay the remaining payment to the supplier after receiving the goods and does not return the goods, the buyer shall be deemed to have defrauded the supplier.

1. If the supplier defrauds the buyer, ECHEMI.COM will punish the supplier for closing the store for 30 days and record a warning for the first time; If the supplier fails to cooperate with ECHEMI.COM to resolve the dispute during the rectification period, ECHEMI.COM has the right to close the store until the expiration of the contract. For secondary fraud, ECHEMI.COM has the right to close the store until the expiration of the contract, and the supplier is blacklisted on ECHEMI.COM and will never cooperate.
2. If the supplier defrauds the buyer and the supplier refuses to actively cooperate to solve the problem, ECHEMI.COM can provide the buyer with a solution by withholding the payment for goods from the service fee according to the actual situation.
3. If the buyer defrauds the supplier, ECHEMI will directly close the buyer's account and permanently restrict the buyer's use of the platform.

* In case of any order dispute above, the responsible person of ECHEMI.COM shall have the right to inform both parties of the dispute by telephone, email, wechat and other third-party communication methods and inform both parties of the progress of complaint handling. Both parties are obliged to provide transaction evidence, communication records and other relevant information within a specified period of time upon receipt of the notice from ECHEMI.COM, and cooperate with the confirmation and settlement of disputes and complaints. Otherwise, ECHEMI.COM shall have the right to unilaterally and independently judge whether other users' complaints against you and/or claims for reimbursement are valid and to decide against you.
* ECHEMI.COM reserves the right to unilaterally terminate the contract immediately, close your account, permanently restrict your use of the Platform, and not refund the remaining service fees if your violation is particularly serious.

The Nature of the Complaint

Platform Processing Methods and Suggestions

Penalty Consequences (Cumulative According to the Number of Complaints)

Improper use of other people's information

After receiving a complaint from the information owner, ECHEMI.COM will contact the complained party as soon as possible to confirm the situation. If the infringement is confirmed, ECHEMI.COM will give the complained party 3 working days to rectify the situation. The complained party shall modify or delete the infringing information as soon as possible.

1. The information owner's first complaint is established, and the complained party will automatically delete the improper information within 3 working days. ECHEMI.COM will not impose other penalties.
2. If the complained party does not make any response within 5 working days, ECHEMI.COM will force the change and temporarily close the online shop for 7 days.

Stolen Image

After receiving a complaint from the image owner, ECHEMI.COM will contact the complained party to confirm the situation as soon as possible. If the infringement is confirmed, ECHEMI.COM will give the complained party 3 working days to rectify the situation. The complained party shall modify or delete the infringing image as soon as possible.

1. The image owner's first complaint is established, and the complained party will automatically delete the image within 3 working days. ECHEMI.COM will not impose other penalties.
2.If the complained party does not make any response within 5 working days, ECHEMI.COM will force it to change or take it down.
3. If the complainant is accused of image theft for 3 times in total, ECHEMI.COM will directly remove the relevant products from the shelves and temporarily close the store for 5 days.

Cumulative Number of Warnings

Penalty

3 Times

The shop account will be closed for 7 days and the use of the platform will be restricted

5 Times

The shop account will be closed for 30 days and the use of the platform will be restricted

7 Times

Close up shop (until the contract expires and pulled into the blacklist and never cooperate)

* The number of warnings is accumulated according to the conduct year, which means that 365 days of warning will be recorded for each violation.

投诉性质

平台处理方法及建议

计次处罚后果

供应商收到订单货款后不回复消息

1. 平台会尽快跟供应商进行联系，催促消息回复，了解原因并给到买家反馈
2. 供应商需在ECHEMI平台负责人通知过后4小时内尽快联系相关负责人给到买家有效回复

ECHEMI针对同一供应商收到买家投诉，每次投诉记过警告一次（平台判定为订单纠纷，且供应商超过4小时不回复买家）

买家收到货物后质量或数量与订单不符

1.支持争论双方自行协调解决，解决无果联系平台
2.平台判责后，若责任方在于供应商，则供应商需要针对订单进行货物补寄或者退款处理，同时买家需要配合供应商将现有收到货物原封寄回
3.平台判责后，若责任方在于买家，建议按照实际情况进行如下处理：
1）若是买家责任在订单确认以及发货之前没有清楚货物数量，则买家可选择重新订购或与供应商共同协商其他合理方案
2) 若是买家责任在订单确认以及发货之前没有明确货物品类导致实际货物与订单不符，买家可跟供应商沟通重新采购；在供应商接受的情况下将货物原封退回，且运费由买家自己承担或与供应商共同协商其他合理方案

1.积极配合解决且买家同意处理结果的不记警告，但是会留档标注
2.若供应商不积极处理纠纷，3个工作日没有提出合理解决方案，记警告一次，且店铺账号暂时关闭报价权限至纠纷解决

供应商没有如期发货

1.平台会尽快与争议双方联系，收集订单相关资料并了解投诉订单情况，进行纠纷处理

2.平台根据订单情况判责，若责任归属于供应商，超期未发货，供应商则应尽快在3个工作日内发出货物，若供应商因缺货导致无法正常发货，则买家可选择要求供应商退回货款或等待供应商预期交货时间，供应商则应积极配合

3. 平台根据订单情况判责，若责任归属于买家，则买家应尽快根据情况进行配合

1. 积极配合解决且买家同意处理结果的不记警告，但是会留档标注
2. 若供应商不积极处理纠纷，3个工作日没有提出合理解决方案，记警告一次，且店铺账号暂时关闭报价权限至纠纷解决

供应商已发货但买家没有收到货物

1.平台会尽快与争议双方联系，收集订单相关资料并了解投诉订单情况，进行纠纷处理
2.因自然灾害、罢工、暴乱、战争、政府行为、司法行政命令等不可抗力因素导致买家未收到货物，供应商应积极配合给予买家解释以及合理解决方案
3.如因供应商寄错地址等自身原因导致买家没有如期收货，供应商应积极配合，补发货物或与买家协商其它合理补救方案
4.如因买家提供错误地址等自身原因导致买家没有如期收货，则根据实际情况给出解决方案
5.如因海关查验抽检导致货物无法如期送达，卖家应积极配合给予买家解释，如货物被扣，卖家应及时补发货物或与买家协商其它合理补救方案

1.如因不可抗力或海关查验等客观因素导致货物无法如期送达，供应商若积极配合平台处理纠纷，则平台不会给予处罚；如供应商拒不配合且态度恶劣，记警告一次
2.平台根据实际情况判责，若责任归属于供应商，且不属于建议2，供应商积极配合给予解决方案，则平台不会给予处罚；若供应商不拒不配合，，记警告一次，且店铺账号暂时关闭报价权限至纠纷解决
3. 平台根据实际情况判责，若责任归属于买家属于建议4情况，买家可和供应商沟通重新采购或错误地址自提处理，也可根据实际情况和供应商沟通其他合理解决方案；若买家拒不配合，则会永久限制买家登录使用平台

投诉提供虚假凭证

平台会尽快了解订单情况，根据情况判责

1. 平台会根据订单情况判责，若责任归属于供应商，平台会直接进行闭店1周处理
2. 平台会根据订单情况判责，若责任归属于买家，则会直接限制买家登录使用平台

欺诈行为

买家或者供应商若有如下行为则视为欺诈：
1. 若供应商在收到买家订单货款后，拒不发货且拒绝给买家退回货款，则视为供应商欺诈买家
2.若买家采购用赊账或分期付款方式支付货款，买家在收到货物后拒绝给供应商支付剩余货款，且不退货，则视为买家欺诈供应商

1. 若为供应商欺诈买家，首次欺诈行为平台给予闭店30天整顿处罚，并记警告一次，若供应商在整顿期间未能配合平台解决纠纷，平台有权对该店铺进行封店处罚直至合约期满；二次欺诈行为，平台有权对该店铺进行封店处罚直至合约期满，且记入平台黑名单，永不续签
2. 若为供应商欺诈买家且供应商拒绝积极配合解决，则平台可根据实际情况，通过服务费代扣货款等方式给予买家解决方案
3.若为买家欺诈供应商，则直接关闭买家账号，限制永久使用平台

*出现以上任何订单纠纷，ECHEMI平台相关负责人均有权通过电话、邮件、微信等第三方通讯方式向争议双方了解情况，并告知对方投诉处理进展。争议双方均有义务在收到平台通知后，在指定的时间内，提供交易证据、沟通记录等相关资料，配合纠纷、投诉情况的了解和处理。否则，ECHEMI平台有权单方面独立判断其他用户对您的投诉以及（或者）偿付要求是否成立，做出对您不利的处理决定。

*如用户违规情节特别严重，ECHEMI平台有权立即单方解除合同、关闭帐号、永久限制使用平台、且不退还剩余服务费用等行为。

投诉性质

平台处理方法以及建议

计次处罚后果

不当使用他人信息

平台收到信息所有人投诉后会尽快与被投诉方联系确认情况，若侵权属实，平台会给予被投诉方3个工作日整改时间，被投诉方应尽快对侵权信息进行更改或删除等合理处理

1. 信息所有人第一次投诉成立被投诉方在3个工作日内自动删除不当信息，平台不做其他处罚
2. 被投诉方若超过5个工作日没有做任何回应，平台会强制更改且暂时关闭店铺行为7天

图片盗用

平台收到图片所有人投诉后会尽快与被投诉方联系确认情况，若侵权属实，平台会给予被投诉方3个工作日整改时间，被投诉方应尽快对侵权图片进行更改或删除等合理处理

1.图片所有人第一次投诉成立被投诉方在3个工作日内自动删除不当信息，平台不做其他处罚
2.被投诉方若超过5个工作日没有做任何回应，平台会强制更改或做下架处理
3.若被投诉人3次被投诉图片盗用行为，则平台会将相关产品直接下架处理且店铺暂时关闭行为5天整顿处理

警告次数累计

处罚方式

3次

店铺账号关闭7天并限制使用平台

5次

店铺账号关闭30天并限制使用平台

7次

封店（直至合约期满且拉入黑名单永不续约）

*警告次数按行为年累计计算，行为年是指每项违规行为警告都会被记365天。