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| Real time monitoring and real quotation | "True quotation" refers to the true description of the price of the goods sold in ZOL Mall and other relevant information made by the merchant, and the merchant is responsible for proving the information. When a consumer places an order to purchase a new commodity in ZOL Mall, if the merchant fails to comply with the commitment, ZOL Mall has the right to compensate consumers who have suffered losses as a result according to the publicity provisions. |
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The effective information of "true quotation" includes: |
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| 1. All information related to the commodity itself, including pictures, selected and filled in by the merchant when releasing the commodity, which can be seen by the buyer on the detail page of the commodity, does not include the efficacy information of the commodity and the description of the commodity source channel information; | | | | 2. When the buyer and the seller communicate in the transaction process, the content described by the merchant to the buyer on the commodity itself, postage, delivery, and the items attached to the transaction also falls within the scope of effective "commodity description"; | | | | 3. The merchant is obliged to be responsible for the defects of the commodity itself. Unless the merchant has described the defects in advance, if the commodity has defects and the buyer's proof is valid, Zhongguancun Online will have the right to support the buyer's claim for compensation in accordance with the provisions of this specification and other publicity specifications, and punish the merchant. |
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Notes on "true quotation": |
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| 1. Goods that have stopped production or are out of stock are not within the scope of this service; |
| 2. Because the price of IT products changes greatly, the information when the order is submitted successfully shall prevail! |
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Application period of "true quotation": |
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| Consumers apply to ZOL Mall to truthfully describe the compensation period within 7 days from the date of successful transaction | | >Buyer's protection rights | | If you encounter the following problems when using Alipay guarantee transaction/Fast Money guarantee transaction for shopping in ZOL Mall: | | 1) The received goods have quality problems; | | 2) The goods received are inconsistent with the information description on the Internet or promised by the merchant; | | 3) Failure to receive goods after payment. |
| | Note: The transaction completed by the buyer without following the transaction process of ZOL Mall is not within the guarantee scope of "true quotation"; | | 1) If the goods are not received, the buyer shall confirm the receipt in advance; | | 2) The transaction of overtime payment due to the buyer's failure to apply for refund in time without receiving the goods | | 3) Transactions completed with offline payment of merchants without submitting orders in ZOL Mall; |
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| | > Conditions for "true quotation" guarantee claim application |
1. The related goods of the claim application initiated by the buyer must be the same as the goods received
2. The buyer has asked the merchant to provide return service, but the merchant refuses or is unable to contact the merchant, or the merchant has interrupted its operation and service; | | | 3. The buyer's compensation application conforms to the provisions of laws and regulations in form; | | | 4. The compensation applied by the buyer is only limited to the price of the goods actually paid by the buyer plus the postage (including the postage for returning the goods); | |
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| | >Explanation of refund and rights protection process |
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| Quality problem, 7 days return | | “7 Daily return and exchange ” The service means that the buyer uses Alipay to guarantee transactions / Fast money guarantee transaction purchase support“ seven Goods returned and exchanged within days after signing for goods seven Within days, if the buyer is unwilling to complete the transaction due to the objective quality of the goods two In the case of secondary sales, the merchant must provide the buyer with return and replacement services. If the buyer and the seller fail to negotiate on the return and replacement, the buyer can ZOL Initiate online rights protection and apply within the time set by the mall“ seven Day return and exchange "compensation, ZOL The mall determines that the buyer's claim is valid according to the relevant rules, and the merchant must compensate the buyer. The upper limit of compensation amount is the total price of goods actually paid by the buyer. |
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Coverage: |
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Only support is purchased“ Only 7-day return and exchange commodities can enjoy this guarantee service. | The following goods are not within the scope of this guarantee service: | | 1、 All reserved, special models, formulated or customized products are non refundable ； | | 2、 Online virtual transaction products are non refundable ； | | 3、 from ZOL The official activities of the mall are not supported“ seven Goods for the service of "return and exchange of goods every day" 。 | | 4、 Non commodity quality problems, such as compatibility problems, dissatisfaction with color, appearance, shape, normal wear and tear of commodities, are not quality problems and are not within the scope of return and replacement services. | |
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Safeguard notes: |
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| 1. Goods that have stopped production or are out of stock are not within the scope of this service; |
| 2. Because the price of IT products changes greatly, the information when the order is submitted successfully shall prevail! |
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Guarantee period: |
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| If there is any quality problem with the goods purchased by the buyer, the buyer shall apply“ seven The guarantee service period of "daily return and exchange" is from the date when the buyer signs for the goods seven It is valid within days, and the sign in date is subject to the logistics sign in sheet. The buyer shall provide a receipt as evidence. | | >Buyer's protection rights | | The buyer has purchased support seven Commodities with daily return and exchange service can enjoy the seven Day return and exchange service. Specifically: | | From the date of signing for the goods seven Within days, if there are objective quality problems with the goods two In the case of secondary sales, the buyer | | You can ask the merchant to return or replace the goods, and the merchant should agree with the buyer's request. If the merchant fails to fulfill its promise, the buyer can | | Home complaints and claims for compensation. According to relevant rules, compensation will be made after verification to protect the buyer's rights and interests . | | | Note: The transaction completed by the buyer without following the transaction process of ZOL Mall is not within the scope of "7-day return and exchange" guarantee; | | 1) If the goods are not received, the buyer shall confirm the receipt in advance; | | 2) The transaction of overtime payment due to the buyer's failure to apply for refund in time without receiving the goods | | 3) Transactions completed with offline payment of merchants without submitting orders in ZOL Mall; | | | | > Put forward the application conditions for "7-day return and replacement" guarantee compensation | | 1、 The relevant commodity of the claim application initiated by the buyer must be the same as the received commodity and the commodity must participate in“ seven Day return and exchange guarantee service; | | 2、 From the date when the buyer signs for the goods seven Within days, the supplier has been requested to provide“ seven The "daily return and exchange" service is rejected by the merchant, or the merchant cannot be contacted, or the merchant has interrupted operations and services; | | 3、 The compensation amount applied by the buyer is only limited to the commodity price actually paid by the buyer; | | 4、 The outer package is complete and does not affect the secondary sales. If there is an invoice or a gift when refunding, the buyer needs to return the invoice and the gift together ； | | 5、 Proposed by the buyer“ seven The claim application for "daily return and exchange" should be selected in the“ seven Day Return and Replacement is the return process for return reasons. | | | >Explanation of refund and rights protection process | |
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| Control of supply and guarantee of quality products | | "Authentic product guarantee" service means that the buyer purchases the goods that support the "Authentic Product Guarantee" service. After receiving the goods, the buyer finds or believes that the goods are fake or not the original genuine products of the manufacturer. After the manufacturer's after-sales inspection has proved that the purchased goods are not genuine. In the case of unsuccessful negotiation with the manufacturer, the buyer can ZOL Initiate the application for protecting the rights of merchants within the time limit specified by the mall platform. If the application initiated by the buyer is determined to be tenable according to the relevant rules of the "genuine product guarantee" service, the merchants must return the actually paid commodity price to the buyer and bear all the logistics freight for the return of commodities. If the circumstances are serious, in addition to returning the price actually paid by the buyer, the buyer shall also bear the losses suffered by the buyer, and the maximum amount of compensation shall be twice the price of the goods. | |
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Coverage: |
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| | | When the buyer purchases the goods that support the "genuine product guarantee" service, after receiving the goods, he finds or believes that the goods are fake or not the original genuine products of the manufacturer. After the manufacturer's after-sales inspection, it has proved that the purchased goods are not genuine. In the case of unsuccessful negotiation with the merchant, the buyer shall initiate an application for the protection of the rights of the merchant within the specified period; | |
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Safeguard notes: |
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| 1. Goods that have stopped production or are out of stock are not within the scope of this service; |
| 2. Because the price of IT products changes greatly, the information when the order is submitted successfully shall prevail! |
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Guarantee period: |
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| The validity period of the "genuine product guarantee" compensation service is, from the date of the successful transaction fifteen It is valid within days, and the platform will not accept it if it is overdue. | | >Buyer's protection rights | When the buyer purchases the goods that support the "genuine product guarantee" service, after receiving the goods, the manufacturer's after-sales inspection proves that the purchased goods are not genuine, and the goods are found or considered to be fake, not genuine products of the manufacturer. If the negotiation with the merchant fails, the buyer can initiate an application to protect the rights of the merchant within the period specified by the ZOL Mall platform, such as according to the "genuine product guarantee" The service related rules determine that the application initiated by the buyer is valid, and the merchant must return the goods price actually paid to the buyer, and bear all the logistics freight for the return of goods. | | If the circumstances are serious, in addition to returning the price actually paid by the buyer, the buyer shall also bear the economic losses suffered by the buyer, and increase the amount of compensation, up to twice the price of the goods. | | | Note: The transaction completed by the buyer not in accordance with the transaction process of ZOL Mall is not within the scope of "genuine product guarantee"; | | 1) If the goods are not received, the buyer shall confirm the receipt in advance; | | 2) The transaction of overtime payment due to the buyer's failure to apply for refund in time without receiving the goods | | 3) Transactions completed with offline payment of merchants without submitting orders in ZOL Mall; | | | | > Conditions for applying for "genuine product guarantee" guarantee compensation | | 1、 The goods for which the buyer has applied for compensation have participated in the "genuine product guarantee" service. After receiving the goods, if the buyer believes that the goods are fake or not genuine products of the original factory within 15 days from the date of successful transaction, and after the manufacturer's after-sales inspection certificate, and the negotiation with the merchant fails, the buyer has the right to initiate the protection of the rights of the merchant within the period specified by ZOL Mall platform and apply for "genuine product guarantee" Consumer compensation; | | 2. The buyer's application complies with relevant laws in form; | | 3. The buyer needs to provide evidence such as the real and fake contrast pictures of the real goods, and screenshots of chat records to illustrate the problem of the goods. | | | >Explanation of refund and rights protection process | |
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| On site service, convenient and considerate | "On site service" refers to one of the characteristic services that merchants voluntarily choose to provide to buyers on the basis of their commitment to consumer protection services. Specifically, when the seller purchases goods supporting "door-to-door service" on the ZOL Mall platform, he has the right to require the seller to provide free door-to-door installation and debugging services to the buyer within the time promised by the seller after the delivery of the goods. The merchant is obliged to provide "door-to-door service" to the buyer. If the merchant refuses to perform this obligation, the buyer can initiate maintenance for the merchant Right to complain and apply for refund. If the buyer suffers losses due to the merchant's refusal to provide this service, the seller is obliged to compensate for the buyer's losses. | |
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Coverage: |
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| | | This guarantee service can only be enjoyed if the goods supporting "door-to-door service" are purchased. | |
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Safeguard notes: |
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| 1. Goods that have stopped production or are out of stock are not within the scope of this service; |
| 2. Because the price of IT products changes greatly, the information when the order is submitted successfully shall prevail! |
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Guarantee period: |
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| The period of validity of "door-to-door service" compensation is 72 hours from the date when the buyer signs for the goods. It is expected that the platform will not pre accept the application. The sign in date shall be subject to the logistics sign in sheet, and the buyer shall provide the sign in sheet as evidence. | | >Buyer's protection rights | | If you encounter the following problems when using Alipay guarantee transaction/Fast Money guarantee transaction for shopping in ZOL Mall: | | 1) After receiving the goods, the buyer can request the merchant to provide door-to-door modulation and installation services for the purchased goods within the time promised by the merchant; | | 2) If the buyer fails to provide the buyer with door-to-door installation, commissioning and other services of the goods within the promised time after receiving the goods, the buyer can apply for compensation to the seller in accordance with the provisions of this service within 72 hours from the date of signing for the goods; | | | Note: The transaction completed by the buyer without following the transaction process of ZOL Mall is not covered by the "door-to-door service" guarantee; | | 1) If the goods are not received, the buyer shall confirm the receipt in advance; | | 2) The transaction of overtime payment due to the buyer's failure to apply for refund in time without receiving the goods | | 3) Transactions completed with offline payment of merchants without submitting orders in ZOL Mall; | | | | >Conditions for applying for "door-to-door service" guarantee compensation | | 1. The required goods related to the claim application initiated by the buyer are the same as the goods received, and the goods participate in the "door-to-door service" protection; | | 2. From the date of signing for the goods, if the buyer has asked the merchant for "door-to-door service" within the time promised by the seller, but the merchant refuses, or cannot contact the merchant or the merchant has interrupted business and service; | | 3. The compensation amount applied by the buyer is only limited to the commodity price actually paid by the buyer; | | 4. The outer package is complete and does not affect the secondary sales. If there is an invoice or a gift when refunding, the buyer should return the invoice and the gift together; | | 5. When the buyer applies for "door-to-door service" compensation, it should select the return process with "door-to-door service" as the reason for return. | | | >Explanation of refund and rights protection process | |
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Advance payment |
| If your rights and interests are damaged due to the online transaction between you and the merchant with the sign of "pay in advance", and if your direct request to the merchant fails, you have the right to file a complaint against the merchant and apply for compensation to ZOL Mall after the transaction is successful. When ZOL Mall determines that your claim application is established according to relevant rules, it has the right to directly deduct the corresponding amount from the merchant's "consumer security deposit" to compensate you |
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- Advance compensation conditions:
1、 Only you ZOL The commodities purchased by the mall and with purchase vouchers (purchase vouchers include: electronic order and SMS voucher for purchase at the store) can apply for advance compensation; 2、 You must ensure that the goods applied for compensation must be the same as the goods sold by the merchant; 3、 You can apply for advance compensation only when your goods encounter the following problems and the negotiation with the merchant fails: 1） The goods received have quality problems; 2） The goods received are not consistent with the description and commitment of the merchant; 3） Failure to receive goods after payment; Note: The buyer does not comply with ZOL The completed transaction is not available due to the transaction process of the mall " Advance payment " Within the scope of guarantee; | one ）If the goods are not received, the buyer shall confirm the receipt in advance; | two ）The transaction of overtime payment due to the buyer's failure to apply for refund in time without receiving the goods | three ）Not in ZOL The mall submits orders and completes transactions with offline payment of merchants without authorization; |
- The amount range of "advance compensation":
- The advance compensation amount shall not exceed the actual transaction amount between you and the merchant.
- The amount range of "advance compensation":
- Consumer orientation ZOL The "advance compensation" applied by the mall shall be calculated from the date of successful transaction fifteen Within days
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