Transaction Dispute Handling Rules
Transaction Dispute Handling Rules
1. Transaction Processing Overview
(1) If there is a dispute between buyers and sellers on the platform, these rules will apply.
(2) If the buyer initiates rights protection against the seller or makes any complaint to bEYU , bEYU will handle it in accordance with these rules. If there are special provisions in other rules of the bEYU platform, the special provisions will be given priority.
(3) The tips or notices related to dispute handling sent by bEYU to the buyer and seller through the bEYU platform system, email, text message or phone call constitute a valid part of the basis and conclusion of the dispute handling.
2. Acceptance period
(1) Buyers should initiate rights protection online within the time limit specified by bEYU .
(2) The following situations are not subject to the time limit for acceptance:
①The appraisal agency determines that the product is counterfeit or prohibited.
②The buyer provides valid legal documents issued by relevant departments.
③The buyer does not initiate online rights protection within the time limit specified by bEYU , but can provide evidence to prove that the goods have not been received, there are quality problems with the goods and other related issues.
④The seller promises or the two parties agree separately on the after-sales service period.
3. Scope of acceptance
bEYU accepts applications for settlement of transaction disputes between buyers and sellers on the bEYU platform. However, the platform may not accept the application under any of the following circumstances. Either the buyer or the seller has the right to assert rights against the other party by submitting a work order:
(1) The buyer fails to file a claim for rights protection within the acceptance period stipulated in these rules.
(2) The goods or services displayed in the transaction order are inconsistent with the actual transaction goods or services agreed between the buyer and the seller, resulting in the inability to ascertain the transaction facts.
(3) The buyer and seller negotiate on their own to reach a refund or return refund agreement and complete the performance. If one or both parties regret it, the platform will continue to accept the dispute after submitting the work order.
(4) Buyers and sellers engage in false transactions.
(5) After the transaction is refunded, disputes arise because the seller needs to take back the goods.
(6) Except for the circumstances stipulated in the rules of the bEYU platform, the buyer claims additional losses or statutory compensation issues arising from the transaction.
4. General rules
(1) If the buyer and seller have an agreement on the goods or services to be traded, the agreement shall be followed. If there is no agreement or the agreement is unclear, the two parties may agree to supplement it. If a supplementary agreement cannot be reached, the platform will handle it in accordance with these rules. If there are special provisions in these rules, they shall be implemented in accordance with the special provisions. If the responsibility for the dispute still cannot be determined, bEYU will handle it in accordance with transaction practices or support returns and refunds. If returns and refunds are supported, the return shipping costs will be borne by the seller, and the return shipping costs will be borne by the buyer.
(2) During the dispute settlement process, the buyer and seller shall provide evidence in accordance with the provisions of these rules. If there is no provision in these rules or bEYU discovers anomalies in the transactions of both parties or in one party’s account, bEYU will allocate the burden of proof based on the actual situation of both parties.
(3) Both the buyer and the seller shall be responsible for the authenticity, relevance, completeness, accuracy and timeliness of the evidence. bEYU will make a conclusion on the attribution of dispute liability and dispute mediation based on the overall understanding of the evidence.
(4) After the goods shipped by the seller enter the transportation link and before the buyer signs for receipt, the risk of the goods shall be borne by the seller.
(5) Except for special provisions, if the transaction is a return and refund process, or the seller agrees to the return agreement but there is no clear evidence to prove that the seller is responsible, the buyer will return the returned goods into the post-transportation link, and the risk of damage to the goods will be borne by the seller. The risk of damage or loss is borne by the buyer, who shall be entitled to claim compensation from the seller.
(6) If the buyer and seller reach a supplementary agreement but one party denies it, the party claiming that the agreement is invalid shall provide valid evidence to prove it, otherwise it shall bear the relevant adverse consequences.
(7) If the seller promises to pay liquidated damages to the buyer for a specific breach of contract, the seller shall pay compensation to the buyer when the seller commits such breach of contract. If the amount of liquidated damages is inconsistent with the amount stipulated in the rules of the bEYU platform, the higher principle will apply.
(8) Based on the needs of the buyer and the seller and the need to ascertain the facts, bEYU will verify the dispute issues with a third party when necessary and use this as a reference for transaction mediation.
(9) If the buyer and seller engage in false transactions, refunds will be issued before the transaction is successful.
(10) If the goods delivered by the seller to the buyer include a large number of seriously inferior or incorrect goods, and based on bEYU ’s comprehensive judgment, there is reason to believe that the seller has no intention to perform the seller’s obligations. If the contract is invalid, it will be deemed that the seller refuses to perform the contract, and the transaction supports refunds.
(11) If the goods sold by the seller are exposed by the news media and confirmed to be recalled due to improper description and substandard quality, the seller must initiate the recall proactively and promptly, and the transaction supports returns and refunds. If the seller raises objections to a batch of goods, it shall provide relevant evidence.
(12) During the delivery of goods, the seller shall be responsible for any losses caused by undeliverable orders due to force majeure factors such as earthquakes, tsunamis, and wars.
(13) If the seller sells prohibited goods or provides prohibited services, the transaction will be refunded or refunded depending on the situation.
(14) Before the buyer returns the product, if the nature of the product is no longer suitable for return, a refund will be processed and the loss of the product will be borne by the seller.
5.Transportation specifications
(1) The term "delivery" as mentioned in these rules shall be based on the time recorded by the official website system.
(2) If the seller fails to deliver the goods beyond the agreed delivery time, the system will cancel the order, the buyer will receive a refund, and the seller will bear the losses caused by untimely delivery.
(3) The seller should deliver the goods to the buyer’s order delivery address and hand them over to the recipient to sign for receipt. Buyer must confirm shipping address and quantity are correct.
(4) If the seller violates the shipping specifications and the buyer fails to receive the goods or rejects the goods, the related expenses and the risk of damage or loss of the goods will be borne by the seller and the transaction will be refunded.
(5) The seller violates the "Delivery Specifications" and supports the buyer's return and refund.
(6) If the seller violates the "shipping specifications", but the buyer has actually used the goods or clicked "Confirm receipt", and the buyer requests a return or refund on the grounds that the seller has violated the shipping specifications, he should contact the seller to reach an agreement. Otherwise bEYU will not support it. Exceptions are made where the seller's misconduct causes the buyer to acknowledge receipt of the goods.
6. Signing specifications
(1) Buyers need to ensure that the delivery information filled in the order is true, detailed, accurate and valid. If the delivery information provided by the buyer is incorrect and the goods are not received, the buyer shall bear the adverse consequences within the limit of liability.
(2) After the seller delivers the goods or the buyer returns the goods, the recipient must sign for them in person. If the recipient entrusts another person to sign for the goods or places the goods at the designated location according to the recipient's instructions, the recipient shall be deemed to have signed for the goods himself.
(3) When delivering the goods, the recipient should check whether the surface of the goods is consistent. If the surface of the product is found to be inconsistent, you can take a photo and refuse to sign for it. If the seller ships the item, the buyer will receive a refund. If the product is returned due to the buyer's reasons, the paying merchant will be supported, and the risks related to the product will be borne by the other party.
(4) If the buyer claims that he has not received the goods or the seller claims that he has not received the buyer’s return, the other party shall bear the burden of proof. If it proves invalid, refund buyers or paying sellers will be supported.
(5) The buyer refuses to sign for goods that do not support unreasonable returns and should not be rejected without justifiable reasons. If the seller refuses to sign for the return, the transaction support will pay the seller, and the buyer is responsible for recalling the goods and assumes the responsibility and risk of damage or loss of the goods. If the seller has signed for the goods, the seller can choose to refund or send the goods back to the buyer. Once the goods are returned, the risk of damage to the goods is borne by the buyer. If the nature of the item is no longer suitable for return, the transaction supports payment to the seller. The seller's return shipping costs are borne by the buyer.
7. Return and Exchange Specifications
(1) After the transaction reaches a return agreement, the buyer can choose to return the goods to the return address given by the bEYU platform system. The risk of the goods not being delivered after the return is borne by the seller, and the transaction supports refunds to the buyer.
(2) If the buyer and the seller reach a return agreement offline, the buyer should return the goods within the return time specified by the system. If the buyer fails to return the goods within the time limit and requests a return again due to the same problem or rights protection reason, the buyer should negotiate and reach an agreement with the seller, otherwise bEYU has the right not to process it.
(3) When returning goods, buyers should submit a work order and go through the return process arranged by the platform.
(4) After the buyer returns the goods in accordance with these rules, he should promptly notify the seller on the bEYU platform system. If the seller claims that the situation is inconsistent, bEYU will allocate the burden of proof based on the actual situation.
(5) If the seller violates the return and exchange regulations, the buyer is unable to complete the return or exchange, or the product is no longer suitable for return, the transaction supports refund.
(6) If the buyer violates the return and exchange regulations and the seller does not receive the return or refuses to sign for it, the transaction will support payment, and the buyer will bear the risk of damage or loss of the goods.
8. Freight specifications
(1) If the buyer and seller reach a return or exchange agreement on their own before bEYU intervenes but do not explain or agree on the freight, the seller will bear the freight. After bEYU intervenes, freight disputes between buyers and sellers will be handled according to the principle of the party at fault.
(2) If the buyer returns the goods via collect without the seller's consent and the seller signs for receipt, if the return freight was originally borne by the buyer, the buyer will bear the collect freight.
9. Assignment of burden of proof and dispute resolution for quality issues and counterfeit goods
(1) If the buyer claims that the quality problems of the goods can be identified with the naked eye, preliminary proof should be provided.
(2) If the buyer fails to provide preliminary proof, the transaction supports payment to the seller.
(3) If the buyer has provided proof and bEYU has made a preliminary determination, the seller should provide a reasonable explanation recognized by bEYU for the preliminary proof given by the buyer or provide evidence to prove that there is no quality problem. If the seller has provided a valid certificate, the buyer should promptly provide a valid quality inspection certificate or other valid certificates required by bEYU . If the buyer cannot provide it, the transaction supports payment; if the seller does not provide it, bEYU will determine it as a quality problem.
(4) The seller should promptly provide valid quality inspection certificates or other valid certificates required by the platform. If the buyer cannot provide it, the transaction supports payment. If the buyer provides corresponding proof, bEYU will determine that the product has quality problems or is a counterfeit product.
(5) If bEYU determines that the goods sold by the seller do have quality problems, the seller shall bear obligations such as returns and exchanges in accordance with legal provisions or relevant rules of the bEYU platform. If there are no relevant provisions, the transaction supports returns and refunds.
(6) If the purpose of the buyer's contract cannot be realized due to quality problems with the goods, the risk of damage, destruction, or loss of the goods will be borne by the seller after the buyer returns the goods, and the transaction supports refunds.
(7) If the seller sells fake goods and the buyer purchases them for daily consumption, the transaction supports refunds.
(8) If the goods have certain defects but do not affect the buyer's performance of the contract, and the buyer returns the goods, the risk of damage to the goods will be borne by the seller, and the transaction will support a refund. If the goods are damaged or lost, the transaction supports refunds. The buyer has the right to claim compensation from the seller.
(9) At the request of bEYU , if the buyer confirms that the product has quality problems after sending it for inspection, the inspection fee will be borne by the seller. If the inspected goods are physically damaged due to inspection and cannot be returned or have no return value, the transaction supports refunds.
(10) If the buyer still sends the goods for inspection not at bEYU’s request , the inspection fee will be determined by both parties through negotiation.
10. Allocation of burden of proof and dispute resolution when description is inappropriate or superficially inconsistent
(1) If the buyer claims that the goods are improperly described and can be identified with the naked eye, prima facie evidence should be provided to prove it. bEYU reserves the right to make a preliminary determination that the description is inappropriate based on the proof provided by the buyer. The seller shall make a reasonable and reasonable decision recognized by bEYU based on the proof provided by the buyer. Explain or provide evidence to prove that there is no inappropriate description, otherwise bEYU will determine that the inappropriate description is true.
(2) If the buyer claims that the product description is inappropriate and cannot be identified with the naked eye, bEYU will allocate the burden of proof with reference to the "Product Quality Issues" clause of these rules.
(3) If the buyer claims that the goods are superficially inconsistent, the seller shall bear the burden of proof that the recipient has signed for the goods in accordance with the "Signature Specifications" of these rules. If the seller's evidence is valid, the buyer should provide evidence that the goods existed when signing for the goods. Superficial inconsistency.
(4) If the buyer claims that the goods are inconsistent on the surface but clicks "Confirm receipt", the buyer shall bear the burden of proof for claiming that the goods are inconsistent on the surface. Exceptions are made where the seller's misconduct causes the buyer to acknowledge receipt of the goods.
(5) If the product is improperly described, does not need to be used, and can be clearly identified with the naked eye, the transaction will support returns and refunds if the product is in good condition. If the product has been used by the buyer and the integrity of the product has been affected, the transaction supports returns and refunds .
(6) If the seller's description of the goods or services violates advertising laws, or the buyer discovers that the goods are improperly described after using the goods, the transaction supports returns and refunds. If the buyer is unable to use the core functions of the product or cannot use the product at all due to improper description, the risk of damage, destruction, or loss of the product after the buyer delivers the product shall be borne by the seller. Return the product.
(7) If the buyer proves that there is a superficial discrepancy when signing for the goods, the buyer may reasonably choose to require the seller to bear the liability for breach of contract such as replacement, exchange, return, etc. based on the nature of the goods. Size of cargo and loss. If the seller refuses to bear such liability for breach of contract, the transaction supports returns and refunds.
(8) The seller has proven that there are no superficial discrepancies when the buyer signs for the goods, and the transaction supports payment.
(9) If the product is damaged during the signing process, causing the transaction to be processed for return and refund, the risk of product damage or loss will be borne by the seller after the buyer delivers the returned product to the seller, and the seller will bear the risk. The transaction supports refunds.
11. Withdrawal and Suspension
(1) When bEYU handles disputes, if one of the following circumstances occurs, bEYU will suspend the dispute handling process:
①The buyer and the seller unanimously request a suspension and agree on a time limit to resolve the dispute through negotiation.
② Either party notifies bEYU to submit the dispute to a work order, and the relevant departments will make a decision.
(2) If one of the following circumstances occurs, the bEYU platform will resume the dispute handling process:
① If the buyer and seller negotiate to resolve the dispute on their own, they should handle the transaction funds themselves within 30 days after the suspension of the procedure , or provide the negotiation results to bEYU , who will handle the transaction on their behalf. After expiration, neither the buyer nor the buyer processed the transaction funds, nor informed them of the outcome of the negotiation.
② One party notifies bEYU and requires the platform to make a ruling by submitting a work order, and provides the bEYU platform with a certificate of stopping work order acceptance within 7 working days after notifying bEYU .
12.Execution _
(1) During the dispute handling process of bEYU , if the buyer and the seller negotiate and reach a settlement agreement but are unable to operate it themselves, bEYU has the right to notify the company to handle the corresponding transaction funds according to the content of the agreement. The parties reached a settlement agreement.
(2) After bEYU handles the dispute, if the buyer and seller agree with the mediation result, it has the right to pay all or part of the transaction deposit to the buyer and seller according to the settlement result, or assist the seller (or buyer) according to the settlement result. The processing results will be paid to the buyer (or seller).
(3) In addition to the transaction amount, if the seller still needs to bear the liability for compensation according to the outcome of the dispute, bEYU has the right to notify the platform to transfer the deposit paid by the seller to the buyer in accordance with the relevant agreement.
