Commercial Management Specification of Credit Life Channel (Trial)

1、 Overview

Article 1 [Purpose and Basis] In order to create a green network environment, maintain the normal operation order of Alipay APP - Zhima Credit - Credit Life Channel (hereinafter referred to as "Credit Life Channel"), and protect the legitimate rights and interests of users and merchants, according to all contracts (hereinafter referred to as "contracts") between merchants (hereinafter defined) and Zhima Credit This specification is formulated in accordance with the relevant provisions of the Sesame Credit Merchant Management Rules.
 
Article 2 [Scope of application] This specification is applicable to sesame credit merchants (hereinafter referred to as "merchants") stationed in the credit life channel.
 
Article 3 [Effectiveness level] This specification is an effective supplement to the contract and the "Sesame Credit Merchant Management Rules". If there are special provisions in this specification, it shall be implemented in accordance with this specification. If there are no provisions in this specification, it shall be implemented in accordance with the contract, Sesame Credit Merchant Management Rules and other relevant rules.

2、 Definition

Article 4 Users: refer to users of various services of sesame credit.

Article 5 Merchants: refers to individual businesses or enterprises that use sesame credit services.

Article 6 Shops: refers to online stores opened by merchants through Alipay applet (hereinafter defined).

Article 7 Commodities: products displayed in stores that are sold, rented, recycled and have a certain use value, including physical commodities, virtual commodities and service commodities.

Article 8 The completion rate of customer complaints within 48 hours: the proportion of customers who complain to Sesame Credit and feed back the merchant's product quality, service and other problems, and Sesame Credit submits them to the merchant for processing, and the merchant fails to complete the processing within 48 hours. Service work orders that have not been completed for more than 48 hours/total number of work orders submitted.

Article 9 Second complaint rate: the proportion of complaints submitted by Sesame Credit to merchants for processing, which are again complained by users to Sesame Credit due to merchants' failure to respond in time or handle properly. Complain again about the quantity of work orders/the total quantity of work orders submitted.

Article 10 Alipay applet: Alipay applet is an applet application independently created by a third party to provide its own services and goods. Users can directly browse and use it on Alipay client to provide a better user experience for end users.

3、 Merchant access requirements

Article 10 [Access Requirements for Credit Life Channel] Merchants who have signed a contract for sesame credit products or services (including Alipay pre authorization, sesame credit free pre deposit, credit evaluation, credit withholding or credit package) and whose contracts are still within the validity period can apply to settle in the credit life channel if they meet the following conditions:

（1） It is required to provide the Alipay applet under the merchant name that has been online for more than 1 month to apply for settlement. The user service process is smooth, and the life number application for settlement is allowed in specific industries.
（2） The small programs and life accounts that apply for residence need to use sesame credit product services and provide users with credit services, including but not limited to free deposit, free pre deposit, free pre payment, enjoy first and pay later and other credit services.
（3） Requirements for the type and quantity of goods/services for entering the applet:

1. Rental channel

Quantity of goods: clothing bags, jewelry, books and picture books, digital industry, and the number of goods supporting mortgage free leasing ≥ 50. In other industries, the number of goods supporting mortgage free leasing is ≥ 10; Repeated release of commodities requires de duplication.
Number of mortgage free orders: in the mobile phone industry, the number of mortgage free rental users in the last 30 days is ≥ 100; In other industries, the number of mortgage free lease users in the last 30 days is ≥ 30.

2. Accommodation channel

Number of housing sources: support the number of credit mortgage free housing sources ≥ 10w.
The priority is given to the application for settlement of the applet. If the applet is not online yet, the life number can also apply for settlement if it has a credit service order.

3. Recycle channel

The number of users who support credit collection is>=30 every day in the past 30 days.

4. Travel Channel

For car rental, more than 300 vehicles can be leased free of charge, and the number of users eligible for rent free has been more than=50 for nearly 30 days.
Sharing bicycles, the number of vehicles that can ride without charge>=10000; The number of users eligible for free riding in the past 30 days>=5000.
The number of electric bicycles is ≥ 1000, and the number of free users in recent 30 days is ≥ 500.
High speed ETC, the number of credit free users in recent 30 days is ≥ 200.
For charging posts, the number of credit free users in recent 30 days is ≥ 200.

5. Shopping channel

Commodity quantity: more than 20 commodity categories with more than 10 items can be paid later.
Number of credit orders: newly settled merchants have no requirement for the number of credit orders. After 30 days of settlement, they will be assessed once a quarter, and the number of daily average users of credit orders will be ≥ 10.
Service requirements: All goods need to support the rule of "7 days no reason to return or replace goods", and the specific rule details need to be explained in the applet.

6. Life service

The monthly daily average number of users who are eligible for no prepayment is>=100.

（4） The completion rate of 48 hours in the last month is ≥ 85% and the second complaint rate is ≤ 10%.
（5） Merchants need to pass the real name authentication of Alipay enterprises, and provide sesame credit with true and effective identity documents of legal representative and color photos or color scanned copies of business license; Franchising industry needs to provide industry license.
（6） Enterprise credit: the merchant's sesame credit score is greater than or equal to 1300; Enterprises and legal persons are not included in the national list of dishonest persons to be executed.

Article 12 [Admission Requirements for Brands] Merchants who have settled in the credit life can apply for settling in the credit life brand museum if they meet the following requirements.
（1） Brand awareness: well-known brands at home and abroad.
（2） Brands' entry: a tripartite service agreement needs to be signed with the service provider and Zhima Credit.
（3） Brand agent settlement: it is required to provide the letter of authorization to operate the brand's relevant business in Alipay channel (leasing, recycling, first enjoy and then pay, etc.), and the brand agent needs to sign a tripartite service agreement with the service provider and Zhima Credit.

4、 Operation and management specifications of small programs

Applet specification
Article 13 [Qualification of business entity] The merchants need to provide authentic and effective licenses to Sesame Credit. In order to ensure the continued authenticity and effectiveness of the information of the merchants settled in, and safeguard the rights and interests of users, Sesame Credit will verify the authenticity and validity of the information through regular or irregular review of the small procedures that have been settled in, as the case may be.
Article 14 [Number of small procedures for settlement] The number of small procedures applied for settlement by the same business entity shall not exceed 5 (except for the official small procedures of brand names).
Article 15 [Store Design Specification] The shopping guide page and process of small program users need to meet the requirements, including the use of sesame credit LOGO, credit service logo specification, evaluation process settings, etc. See the Design Specification of b.xin.xin rule center for details.
Article 16 [Customer Service Specification] Merchants agree to provide users with legal and high-quality services and protect their legitimate rights and interests, including but not limited to the following measures:
（1） The applet applying for residence should have a customer service entrance at the bottom of the commodity details page, which can provide customer service telephone and online services. No matter what service mode, there should be a manual service channel.
（2） The merchant shall be responsible for arranging special personnel to answer user inquiries and respond to user questions or emails in a timely manner; Customer problems including Zhima credit feedback should be settled within 48 hours.
（3） The charging items of the merchant shall be related to the credit contract and the service content of the order. The merchant shall not provide convenience or support for illegal businesses. The merchant charges must be standardized. Before the user pays, it must clearly remind the user of the charging items, prices, etc. and obtain the user's consent. It is not allowed to lure or cheat the user to make unreasonable consumption.
（4） The merchant agrees to issue invoices and other purchase vouchers or service receipts to the user in accordance with relevant national regulations or business practices after the user actually pays the merchant for goods or services.
（5） If the merchant releases preferential information through the sesame credit platform, it shall comply with relevant laws and regulations, and clearly state the use conditions, use methods, validity and other information of such preferential information; If the preferential information released by the merchant has use restrictions, the conditions of such use restrictions shall be reasonable, and shall not violate the provisions of laws and regulations, sesame credit related rules. No matter what reason the Master Agreement is rescinded or terminated in advance, if the preferential voucher of the merchant received by the user (preferential form is not limited), stored value card or commodity purchase voucher purchased by the user are still within the validity period, the merchant shall ensure that the service content agreed by the preferential voucher or stored value card is performed within the validity period of the preferential voucher and stored value card, or reach a reasonable solution with the user.
（6） The merchant shall strictly comply with the commitments made to the user directly or indirectly through various means, including but not limited to the commitments made to the user through the master agreement, this system, credit contract, commodity details page, etc. In case of user disputes caused by violation of the commitment to users, the merchant shall solve them by itself.
（7） The merchant clearly understands and agrees that the merchant is the responsible subject of user protection. In case that the merchant should fulfill the user protection obligation, the merchant should fully guarantee the legitimate rights and interests of the user. The merchant shall actively deal with user rights and interests raised by users. The merchant agrees that when Sesame Credit accepts the user's application for protection of rights and objections, the merchant should actively cooperate and properly handle it. If losses (including direct losses, attorney fees, administrative fines, etc.) are caused to Sesame Credit, the merchant should compensate.
（8） The merchant shall timely respond to and solve the queries and complaints fed back by users in the process of enjoying services, after-sales and other links. If it is really a service problem of the merchant, the merchant shall actively solve it; In the service process, there shall be no negativity, indifference, abuse and other situations.

Article 17 [Transaction authenticity] Merchants shall provide users with true and effective services and shall not engage in false transactions.

Commodity release specification
Article 18 [Commodity Attribute] The merchant shall truthfully describe the commodity information, including but limited to the commodity (number, category, brand, specification, model, performance, degree of freshness, etc.), and second-hand commodities shall not be marked as new commodities.
Article 19 [Truthful description of commodities] The merchants shall ensure that the commodities they sell comply with laws and regulations, can be used normally within a reasonable period of time, the commodities are free from unreasonable dangers that endanger the safety of human life and property, have the use performance that the commodities should have, and meet the standards indicated on the commodities or their packages.
Article 20 [Commodity pictures and commodity details] The description information of the same commodity, including but not limited to commodity qualification information, official qualification information, title, main drawing, attributes, details and other location information, shall ensure the consistency between the various elements of the commodity; At the same time, it is also necessary to ensure that the released commodity information is consistent with the actual commodities. No description unrelated to product information is allowed in the product pictures and details, such as the contact account, QR code and other advertising information of external websites.
Article 21 [Description of commodity distribution] The merchant must clearly indicate the region providing distribution services on the commodity detail page.
Article 22 [Description of Commodity Delivery Time] If the small program does not specifically specify the delivery time or otherwise agree with the buyer on the delivery time, the merchant shall deliver the goods within 72 hours after the buyer pays.
Article 23 [Contents Prohibited from Publishing]
（1） It is not allowed to publish descriptions unrelated to commodity information, such as the contact account, QR code, guided download APP and other advertising information on external websites.
（2） It is not allowed to release goods that are prohibited by national laws and regulations to be sold/leased, or that are explicitly excluded from the credit life channel.
（3） The release of goods and services shall not be for financial lending or indirectly engaged in financial lending and other related businesses.
（4） The merchant shall publish the merchant's customer service telephone number or other customer service channels on the commodity page, and bear all kinds of user inquiries and complaints caused by the merchant's product quality and service.

4、 Objection handling specification

Article 24 In case of any objection or dispute between the merchant and the user, the Sesame Credit Objection Handling Specification shall be followed. For details of relevant specifications, please refer to the b.xin.xin rule center.

5、 Violation and handling

Article 25 [Violation and Treatment] In case of any violation of the commercial tenant, Sesame Credit will give corresponding punishment measures according to the violation of the commercial tenant.
（1） The merchant will be given Warning rectification handle.
1. The number of online credit service products/credit services does not meet the entry criteria.
2. The online credit service/commodity information standard does not conform to the release specification.
3. There are centralized customer complaints, and the number of customer complaints in the past week is twice higher than that in daily life.
4. The completion rate of 48 hours in the last week is lower than 50% or the second customer complaint rate is as high as 30%.
5. Service channel failure>1 day.

（2） The merchant will be given Go offline for rectification, and recover 30 days after rectification.

1. There are prohibited content in the product release.
2. Those who have been warned to rectify ≥ 3 times.
3. The 48 hour completion rate of customer complaints in the last month is less than 90% or the secondary customer complaint rate is more than 15%.
4. Service channel failure>3 days.
5. It does not meet the requirements of the small program operation specification and is given offline rectification by the small program.

（3） The merchant will be given Retirement handle.
1. After investigation, the merchant settled in does not meet the current access conditions.
2. Those who have been offline for rectification ≥ 2 times.
3. The 48 hour completion rate of customer complaints in the last month is less than 60% or the secondary customer complaint rate is more than 35%.
4. The merchant improperly uses sesame credit products, services and brands, which affects the rights and interests of customers and causes major public opinion events.
5. Other employees were dismissed due to violation of the contract, the Sesame Credit Merchant Management Rules, and the small program operation specifications.
6. The business is closed, closed down, or closed down.

（4） Re settle after clearance

1. Those who are dismissed because they do not meet the current access conditions can reapply for residence 3 months after they meet the access conditions.
2. If they are dismissed due to customer complaints or repeated rectification, they can reapply for residence 3 months after rectification.
3. For those who are dismissed due to violation of regulations, they can reapply for residence 6 months after the completion of rectification.
4. Those who are dismissed due to fraud shall not be allowed to enter again.
5. Other behaviors involving illegal behaviors that seriously affect the credit reputation of Sesame are prohibited from re entry.

（5） Active exit

1. Merchants who apply for voluntary withdrawal shall apply to Sesame Credit in writing 7 days in advance, and can withdraw only after receiving the written notice from Sesame Credit.
2. The merchant shall notify the user at least 30 days in advance before exiting, and inform the user of the subsequent order processing and service methods.
3. After the merchant exits, it still needs to properly handle customer complaints.
4. After the merchant withdraws from the credit life channel, if Zhima Credit still receives a customer complaint from the merchant's credit service, and the customer complaint completion rate within 48 hours is less than 60% or the secondary customer complaint rate is more than 35, Zhima Credit can stop all cooperation with the merchant.