Tmall Global Service Terms 天猫国际服务条款规则
Effective date of modification: Jun. 21, 2019
第一条 淘宝中国控股有限公司(下称“天猫国际”) 依据《天猫国际网站用户协议》、《天猫国际商户服务协议》制定本服务条款规则（下称“本规则”），请您仔细阅读并遵守。本规则阐述之条款和条件作为《天猫国际网站用户协议》、《天猫国际商户服务协议》之补充协议，具备同等法律效力。本规则适用您使用天猫国际网站（所涉网站为 ：www.tmall.hk）所提供的电子市场贸易和交流的各种工具和服务（下称“服务”）。
Chapter 1 Overview
Article 1 Taobao China Holdings Limited (hereinafter referred to as “Tmall Global” ), in accordance with the “Tmall Global Website Users Agreement” and the “Tmall Global Business Services Agreement”, formulate these services terms (hereinafter referred to as these “Rules”), please carefully read and comply with these Rules.
The terms and conditions set forth in these Rules are supplementary agreements to the “Tmall Global Website User Agreement” and the “Tmall Global Business Services Agreement”, and possess the same legal effect. These Rules apply to the various tools and services used in electronic market transactions and exchanges provided by the Tmall Global website (website: www.tmall.hk) (hereinafter referred to as the “Services”).
Article 2 Acceptance of the Terms
Your access to the Tmall Global website and use of its Services will be deemed that you have fully read, understood and accept the terms and conditions of these Rules;
The content of these Rules include the main text, all other agreements or rules mentioned in these Rules, and the various rules, regulations, and standards that have been issued or may be issued in the future by Tmall Global. All rules, regulations and standards are an integral part of these Rules, and have the same legal effect as the main text of these Rules;
Tmall Global has the right to amend any terms in accordance with its business needs, and will amend the Rules by posting the revised and restated Rules at the website, and will not notify you separately. If you do not agree with the revised Rules, please immediately cease use of the Services. If you continue to use the Services, you will be deemed to have accepted the revised and restated Rules. In the event of dispute between you and Tmall Global, the latest terms will prevail;
Users must comply with the relevant national and regional laws, administrative regulations, departmental rules and other regulatory documents. For any alleged violation of national laws, administrative regulations, departmental rules and other regulatory documents, if these Rules have provisions governing such, these Rules will apply; if these Rules do not have provisions governing such,Tmall Global will have the right to handle the violation with discretion. However,Tmall Global’s discretionary handling of such violations does not relieve a user of their legal responsibilities.
第三条 定义Article 3 Definitions
The domain name for the Tmall Global website is tmall.hk; the domain name for Taobao Marketplace is taobao.com; the domain name for Tmall.com Platform is tmall.com;
Users: refers to the users of Tmall Global website Services;
Member: refers to a User who has executed the “Tmall Global Website Users Agreement” or/and the “Tmall Global Business Services Agreement”, and has also completed the registration process.
Buyer: refers to a Member who browses or purchases goods from the Tmall Global website;
Seller: refers to a Member who posts goods on Tmall Global, Tmall Global Sellers are also referred to as “Merchants”;
Bid: refers to the act of a Buyer making a purchase by clicking and confirming the purchase;
Order: refers to a contract that involves a Buyer bidding one or several goods from one Merchant simultaneously. Each type of good in the order will constitute a separate transaction;
The amount of goods distributed: refers to the total sum of the goods sold and stored at the online warehouse on Tmall Global by a Merchant;
Enforcement Action: refers to the enforcement process undertaken when the points deducted as a result of a Member’s violation of the Rules have accumulated to a certain level;
Store decoration zone: refers to store signs, classification of goods, bulletin boards, promotion areas, advertisement signs and other store related modules;
Transaction: occurs when a Buyer bids for a good on Tmall Global and successfully makes payment via Alipay;
Take off the shelf: refers to the transfer of goods being sold to the online warehouse.
第四条 服务使用对象：您确认，在您完成注册程序或以其他公司允许的方式实际使用服务时，您应当是具备完全民事权利能力和与所从事的民事行为相适应的行为能力的人或任何法律主体。 若您不具备前述主体资格，请勿使用服务，否则您应承担因此而导致的一切后果，且公司有权注销您的账户，并向您索偿。如您代表一家公司或其他法律主体在天猫国际网站登记成为会员或卖家，则您声明和保证，您有权使该公司或该法律主体受本协议条款的约束。
Chapter 2 Registration
Article 4 User of the Services: You confirm that, when you complete the registration process or use the Services by other means permitted by another company, you are a person or legal entity with full legal capacity and you possess the ability to perform the relevant legal actions that you purport to undertake. If you do not possess the foregoing capacity, please do not use the Services or you will be liable for all consequences as a result and Tmall Global will have the right to cancel your account and claim damages against you. If you register as a Member or Seller of the Tmall Global website on behalf of a company or other legal entity, then you represent and warrant that you have the authority to procure such company or legal entity to be bound by these Rules.
Article 5 Buyers of the Tmall Global website: You understand and agree that, upon completion of the activation and authorization process, you may directly login to the Tmall Global website (www.tmall.hk) through your Taobao account (please refer to the the “Taobao Marketplace Services Agreement”) without separate registration. You hereby expressly authorize Tmall Global, upon your successful authorization, to disclose your account information to all Alibaba Group websites (“Ali Websites”) and simultaneously authorize the Ali Websites to use of such information, making it more convenient for you to enjoy the services provided by the Ali Websites.
Article 6 Sellers of the Tmall Global website:
A Seller is only entitled to use the Services upon satisfying the following conditions:
The Seller and the goods it sells conforms with the “Tmall Global Merchant Standards” of that year;
The Seller effectively executes the “Tmall Global Business Services Agreement” and other related supplemental agreements;
The Seller satisfies any other reasonable requirements requested by Tmall Global in accordance with the circumstances.
The Seller warrants that:
All goods originate and are procured from places outside of Mainland China (Hong Kong Special Administrative Region, Macau Special Administrative Region and Taiwan are regarded as outside of Mainland China), and are original genuine overseas goods;
Tts place of registration is outside of Mainland China;
3.Offer designated local return addresses and regular return channels to buyers, which means that a merchant selling commodities to Mainland China should offer a designated return address in Mainland China; a merchant selling commodities to Hong Kong should offer a designated return address in Hong Kong; and a merchant selling commodities to Taiwan should offer a designated return address in Taiwan.
It will entrust an enterprise that has handled the formalities for industrial and commercial registration in China to go through registration formalities at Customs, assume the responsibility of truthful declaration, accept the supervision by relevant departments in accordance with the law, and assume the civil joint and several liability.
第七条 账户安全：您须自行负责对您的淘宝账户及天猫国际网站登录名、昵称和密码保密，且须对该登录名、昵称和密码下发生的所有活动（包括但不限于信息披露、发布信息、网上点击同意或提交各类规则协议、网上续签协议或购买服务等）承担责任。您同意：(a) 如发现任何人未经授权使用您的淘宝账户或天猫国际网站登录名、昵称和密码，或发生违反保密规定的任何其他情况，您会立即通知天猫国际，并授权天猫国际将该信息同步给阿里网站；及 (b) 确保您在每个上网时段结束时，以正确步骤离开网站。天猫国际不能也不会对因您未能遵守本款规定而发生的任何损失或损毁负责。您理解天猫国际对您的请求采取行动需要合理时间，天猫国际对在采取行动前已经产生的后果（包括但不限于您的任何损失）不承担任何责任。除非有法律规定或司法裁定，且征得天猫国际的同意，否则，您的淘宝账户和密码不得以任何方式转让、赠与或继承。
Article 7 Account safety: You are solely responsible for the confidentiality of your Taobao account and Tmall Global website login name, nickname and password, and are responsible for all activities conducted under your login name, nickname and password (including but not limited to, information disclosure, posting information, consent by clicking ‘agree’ or ‘submit’ to various rules and agreements online, or renewal of agreements or purchasing services online etc.) You agree: (a) that if you discover any unauthorized use of your Taobao account or Tmall Globalwebsite login name, nickname or password, or any other circumstances that violate rules of confidentiality, you will immediately notify Tmall Global, and authorize Tmall Global to notify the Ali Websites of such; and (b) to ensure that correct steps are taken to logout of the website at the end of each session. Tmall Global cannot and will not be responsible for any loss or damage that arises out of your failure to comply with this provision. You understand that it will take a reasonable period of time for Tmall Global to take action and respond to your request. Tmall Global will not be liable for consequences that occur prior to its taking of action (including but not limited to any loss incurred by you). Unless there are laws or judicial decisions to that effect and with the consent of Tmall Global, your Taobao account and password must not be the subject of any transfer, gift or inheritance.
Article 8 Tmall Global shall have the right to clear any shop owners if any of the following circumstances occurs:
(1) Shop owners violate the Tmall Global Merchant Acceptance Standards;
(2) Penalty point due to serious violations reaches 48.
Chapter 3 Transactions
Article 9 Merchants must post goods in accordance with the procedures and requirements ofTmall Global’s system settings.
Article 10 Merchants must comply with Tmall Global’s “Service Pledge”, including but not limited to “overseas genuine guaranteed goods”, “directly supplied from overseas” and“local return” etc.
Article 11 The selection of a Merchant’s member name and store name must strictly comply with the “Tmall Global Rules on Selection of Store Names”.
Article 12 Members must comply with the relevant import and export laws and regulations of countries and regions involved in cross-border transactions, and must fulfill the relevant obligations of assistance and cooperation.
Article 13 Transaction procedures: you agree to comply with to the following transaction rules of the Tmall Global website:
All Members of the Tmall Global website must trade in accordance with the transaction procedures of Tmall Global website’s system setting.
Transaction shall be closed under the following circumstances: the buyer fails to make the payment within 24 hours after submitting the order; the buyer fails to make the payment within 2 hours after submitting the order of a product marked with “Official Supply”; the shop owner cannot deliver the product within 30 days of payment due to the fact that the buyer fails to provide valid ID information or that the provided ID information does not match the recipient’s name; the shop owner cannot deliver the product due to the fact that the buyer has exceeded the individual annual purchase limits of RMB 26,000 on cross-border e-commerce retail imports.
A Buyer may apply for a refund at any time after payment. If a Seller fails to click “deliver goods” within two (2) days of the Buyer’s refund application, the Tmall Global website will notify Alipay to make a refund to the Buyer;
After a Seller confirms the dispatch of goods on the Tmall Global website, if the Buyer does not acknowledge receipt of goods or apply for a refund within twenty (20) days after courier or EMS arrangements have been made, Tmall Global will notify Alipay to release payment to the Seller;
A Buyer’s application for refund will be handled in the following manner:
1.卖家拒绝退款的，买家有权要求天猫国际介入或确认收货。买家在卖家拒绝退款后七天内未操作的，退款流程关闭，交易正常进行；Where a Seller refuses to refund, the Buyer has the right to requestTmall Global’s intervention or to confirm receipt of the goods. If the Buyer takes no action within seven (7) days of the Seller’s refusal to make a refund, the refund process will be closed and the transaction will proceed as normal;
If a Seller agrees to make a refund or fails to take action within five (5) days and does not request the Buyer to return the goods, Tmall Global will notify Alipay to make a refund to the Buyer.
If a Seller agrees to make a refund or fails to take action within five (5) days and requires the Buyer to return the goods, the request will be handled in the following manner:
If the Buyer does not click “return” within seven (7) days, the refund process will be closed and the transaction will proceed as normal;
If the Buyer clicks “return” within seven (7) days and the Seller confirms receipt of the goods, Tmall Global will notify Alipay to make a refund to the Buyer;
If the Buyer clicks “return” within seven (7) days but the Seller has not confirmed the receipt of goods within ten (10) days in the case of returns by courier / thirty (30) days in the case of return by mail, Tmall Global will notify Alipay to make a refund to the Buyer.
Article 14 Review
Based on real transactions, the seller and buyer may release information on items or services and make mutual comments within 15 days of the successful transaction. The comment tools on Tmall Global include “store rating” and “comment content”. (“comment content” includes “text comment” and “picture comment”).
Store review is conducted by a Buyer on the Seller, and includes review of three (3) aspects: the conformity of the good with its description, the Seller’s service attitude, cross-border logistics. Each aspect of store rating is a dynamic index calculated through the average rating of all reviews for the previous six (6) months. If a Buyer completes a review that the goods received conform with its description, the credit rating of the Buyer will be increased by one (1) point.
For each calendar month, only the first three (3) transactions between the same Buyer and Seller will be counted towards the review. Store ratings cannot be amended once they are submitted.
Within one hundred and eighty (180) days from the date of successful transaction (inclusive), a Buyer may conduct additional reviews after completing the initial review of the Seller, additional reviews cannot be amended once submitted. The Seller may provide an explanation in response to the additional reviews. Additional reviews do not affect a Seller’s store rating.
The reviewed person can make explanations within 30 days after a reviewer makes reviews and/or additional reviews.
Tmall Global can adjust its application scope of comment tools and related algorithm logic, and notify members in advance, based on consumer experience, seller operation and platform operational needs.
In order to ensure that the comment content can provide a reliable reference for consumers’ shopping decisions and reflect the real situation of the items or services, the comments released by buyers and sellers through the Tmall Global comment tool should be relevant to the items or services of the transaction, and be legal, objective, and real. Buyers and sellers shall not infringe the legitimate rights and interests of related parties using the Tmall Global comment tool.
Tmall Global will deal with the improper use of comment tools below that are inconsistent with the comment principles, based on limited technical means, including blocking comment contents, non-accumulative scores, etc.
Transactions involve the release of prohibited information, fraudulent use of other people’s property, fraudulent transactions, spamming of information, etc., as stipulated in the Tmall Global Terms of Service Rules;
Transactions buyers, competitors, and other members are found to be responsible for malicious behaviors that seek to obtain additional property or other improper benefits in the form of negative comments;
Transactions that contain insulting, information disclosure, filthy speech, advertising information, non-informative content, pornographic vulgar content, or other contents that violate public order and good morals;
Other abnormal transactions identified by Tmall Global.
In addition to the aforementioned violations, Tmall Global may deal with members violating rules in ways such as authenticating identity, blocking comment content, not accumulating the scores, restricting the use of comment tools, and restricting buyers behavior.
After the score becomes non-cumulative, Tmall Global will not recalculate the score for the remaining comments.
Members shall make a complaint after the comment is made by the counter-party within 30 days; if the complaint is not filed within the time limit, it will not be accepted.
第十五条 您同意并了解, 天猫国际不涉及任何买家与卖家因交易而产生的法律关系及法律纠纷，不会且不能牵涉进交易各方的交易当中。您授权并同意，所有在天猫国际网站上发生的交易纠纷根据您的申请由天猫国际根据《天猫国际争议处理规范》提供调解处理服务。
Article 15 You understand and agree that Tmall Global is not involved in any legal relationship and legal dispute arising from the transaction between any Buyer and Seller and it will not and cannot be involved in the transactions between the parties. You authorize and agree that upon your application, all disputes arising out of transactions on the Tmall Global website will be subject the dispute handling provided by Tmall Global in accordance with the “Tmall GlobalDispute Resolution Rules”.
Chapter 4 Market Management
Section 1 Market Management Measures
Article 16 In order to enhance the shopping experience of consumers and maintain the normal market operation and order of Tmall Global, Tmall Global will, in accordance with these Rules, take the following temporary market control measures against Members and their business operations:
Warning: refers to oral or written reminders and warnings issued by Tmall Global with regard to a Member’s improper conduct;
Taking goods off the shelf: refers to the transfer of goods being sold to the online warehouse;
Downgrading a single good in search results: refers to the adjustment of the order of goods appearing in search results;
Downgrading all goods of a store in search results: refers to the adjustment of the order of all goods of a Member’s store appearing in search results;
Blocking a single good in search results: means that a good will not be visible in search results;
Not showing results of a single good in search results of a particular criterion: means that a good will not be visible under the default setting of search results by criteria such as price, credit rating, sales volume etc. but the good will be visible if the customer selects it;
Not showing results of all goods of a store in search results of a particular criterion: means that all goods of a store will not be visible under the default setting of search results by criteria such as price, credit rating, sales volume etc. but the goods will be visible if the customer selects it;
Restrictions on participating in marketing activities: refers to restricting a Merchant from participating in official sales activities conducted by Tmall Global, Taobao Marketplace and Tmall.com Platform.
Single good supervision: means information of a good will not be visible in search results, direct links to the store or good etc. for a certain period of time;
Store supervision: means information of the Member store and all its goods will not be visible in search results, direct links to the store or goods etc. for a certain period of time;
Payment of compensation: means payment of a certain amount of compensation by a Merchant to the Buyer and/or Tmall Global in accordance with the agreement or these Rules.
Restrictive measures against a Merchant’s Alipay International account: refers to restrictive measures imposed on an Alipay International account that is linked to the Merchant’s Tmall Global account, including but not limited to, the cancellation of fund collection functions, cancellation of cash-out functions, prohibition of payments from the balance, extension of trading account period, trading suspension, suspension of Alipay International services etc.
Section 2 Market Management Conditions
Article 17 Merchants must actively improve their operating conditions in order to provide consumers with high quality goods and services. Tmall Global will offer encouragement or appropriate support to Merchants who offer good quality goods and high quality services.
Article 18 Members shall conduct transactions in accordance with the requirements of the Tmall Global transaction process. Merchants shall act within reason to protect the interests of buyers.
If a member compromises, or might soon cause a compromise of transaction security or Tmall Global account security, Tmall Global will take Alipay account enforcement measures in accordance with the urgency and severity of the incident, including: closing stores, supervising stores, restricting shipments, restricting website login, restricting AliWangWang use, restricting the sending of messages within the site, extending transaction timeout, limiting buyer behavior, blocking and demoting the store’s products in search results, etc. Only after Tmall Global confirms that the risks are under control shall some or all of the security measures be released.
Article 19 The offline commodities of certain brand, category or batch which are of poor quality because of adjustment of the national policies or as exposed by the news media and reported by the quality supervision department and other administrative departments, or other commodities and stores into which assistant investigation is required, and commodities that are found the same with particular commodities in official spot check of Tmall Global will be subject to temporary market control through such measures as limiting release of, removing from shelves, deleting or supervising the commodities, or supervising or shielding the stores considering the severity of the case until the account is sequestered.
Article 20 Tmall Global Merchants and goods that participate in activities or exhibitions organized by Taobao Marketplace, Tmall.com Platform, Tmall Global or Etao Platform must also comply with the market management rules of those platforms.
Article 21 Merchants must pay or make up the shortfall of the security deposit according to the relevant agreements or rules. If the security deposit balance is insufficient and a Merchant fails to pay or make up the shortfall within fifteen (15) days of Tmall Global’s reminder for payment, store supervision will be imposed until the security deposit is paid in full.
Article 22 Merchants must provide relevant qualification documents to Tmall Global in accordance with the following rules:
Provide valid qualification documents before the expiration of the Merchant’s qualification document.
Provide satisfactory qualification documents within fifteen (15) days of receiving notice that the Merchant did not pass the review for qualification.
If a Merchant fails to provide the aforementioned qualification documents, Tmall Global will impose store supervision until satisfactory qualification documents are provided. In serious cases,Tmall Global has the right to terminate cooperation and dismiss the Merchant.
Article 23 Merchants must strictly comply with the “Tmall Global Industry Standards” and the “Tmall Global Product Listing Rules”. If a Merchant violates any provisions relating to product listings under the “Tmall Global Industry Standards” or “Tmall Global Product Listing Rules”,Tmall Global will take the goods in violation off the shelf and downgrade such goods in search results for three (3) days，
If there are any other provisions regarding the measures for the handling violations of the agreement in the Tmall Global Industry Standards and Tmall Global Product Publishing Standards, then follow these provisions.
Chapter 5 Handling of Violations and Violations of Rules
Section 1 Measures Against Violations of Rules
Article 24 In order to protect the legitimate rights and interests of consumers, operators or Tmall Global, Tmall Global will, in accordance with these Rules, adopt the following enforcement actions against Members who violate the Rules:
Blocking the store: refers to blocking a Member’s store information and its goods in search results, navigation, marketing and other services;
Restriction of posting goods: refers to prohibiting a Tmall Global Member from posting new goods;
Restriction of web communication: refers to prohibiting a Tmall Global Member from sending and receiving web messages;
Restriction of social functions: refers to prohibiting a Tmall Global Member from using social functions of Tmall Global, Taobao Marketplace and Tmall.com Platform, such as “Taojianghu”, forums, “Bangpai”, “DaTing” etc；
Restriction on Buyer activities: refers to prohibiting a Tmall Global Member from purchasing goods on Tmall Global, Taobao Marketplace and Tmall.com Platform;
Restriction on dispatch of goods: refers to prohibiting a Tmall Global Member from operating transactions under the status “Buyer has paid, awaiting dispatch of goods by Seller”;
Restriction on using Aliwangwang: refers to prohibiting a Tmall Global Member from using Aliwangwang;
Restriction of website login: refers to prohibiting a Tmall Global Member from logging into theTmall Global website;
Closing down the store: refers to deleting a Tmall Global Member’s store, taking all goods for sale off the shelf, and prohibiting the Member from posting goods and establishing a new store;
Public warning: refers to publishing the measures taken against a Tmall Global Member at the Member’s store page, goods page and Aliwangwang tab;
Freezing the account: refers to permanently prohibiting a Member from using the account associated with the violation to login to Tmall Global, Taobao Marketplace and Tmall.com Platform and to use tools such Aliwangwang etc.
Blocking comment content: refers to the normal accumulation of credits and store rating, but the comment content is not displayed on pages, such as the item detail page and credit rating page.
Non-cumulative scores: refers to the scores not accumulated to the credits and store ratings generated by transactions between the buyer and the seller.
Restriction on the use of comment tools in violating/abnormal transactions refers to the restriction on using the comment tools to the violating/abnormal behaviors defined by Tmall Global to prevent disruption of Tmall Global’s credit evaluation system.
Section 2 Measures against Violations
Article 25 Where a Member violates the Rules, the Member must rectify the violation, a certain amount of points will be deducted and an announcement will be posted for three (3) days. Deduction of points for violations will be cleared at 00:00 December 31st of each year.
Article 26 Members who receive an enforcement action may only resume normal status after all violations have been rectified, expiration of the measure against violations and after measures against violations have been completed.
Article 27 Depending on the circumstances, Tmall Global will require a Member violating the Rules for the first time or unintentionally to rectify the violation, attend training and to conduct self-assessment.
Article 28 A Member may file an appeal application through the online appeal channel, within three (3) – thirty (30) days from receiving enforcement action (excluding the period of review byTmall Global), unless other special rules are provided by Tmall Global.
Article 29 According to the severity, violations are divided into serious violations and general violations. The deduction, accumulation of points and enforcement for the two types of violations will be carried out separately.
A serious violation is a violation which severely damages the operational order of Tmall Global, or which potentially violates relevant national and regional laws and regulations.
A general violation is a violation other than a serious violation.
According to the scope of application, violations are classified into common violations and special market violations. The classification under the preceding paragraphs (serious violations and general violations) also applies to special market violations.
Article 30 Tmall Global will impose enforcement action against a Member’s serious violation in the following manner:
Where a Merchant’s deduction for serious violations accumulates to twelve (12) points, the Merchant will receive the following enforcement actions: blocking of store, restriction of posting goods, restriction on establishment of new stores, restriction of web communication, restriction of social functions and public warning for seven (7) days;
Where a Merchant’s deduction for serious violations accumulates to twenty-four (24) points, the Merchant will receive the following enforcement actions: blocking of store, all goods to be taken off the shelf, restriction of posting goods, restriction on establishment of new stores, restriction of web communication, restriction of social functions and public warning for fourteen (14) days;
Where a Merchant’s deduction for serious violations accumulates to thirty-six (36) points, the Merchant will receive the following enforcement actions: blocking of store, restriction of web communication, restriction on social functions, public warning for twenty-one (21) days.
Where a Merchant’s deduction for serious violations accumulates to forty-eight (48) points, the Merchant will be dismissed and have their cooperation terminated.
Where a Merchant’s deduction for a single violation is large enough to trigger more than one set of enforcement actions, or is subject to similar enforcement actions during the execution of another enforcement action, the Merchant will be subject to the most serious set of enforcement actions only.
For regulations concerning merchants being restricted from marketing events due to points deductions for major violations, “Basic Regulations of Tmall Global Marketing Admittance” takes precedence.
Article 31 Tmall Global will impose enforcement action against a Member’s general violations in the following manner:
(一) For regulations concerning merchants being restricted from marketing events due to points deductions for standard violations, “Basic Regulations of Tmall Global Marketing Admittance” takes precedence.
（二）商家因违反违背承诺 和/或 滥发信息的规定，除按照前款规定处理外，如累计被扣分达二十四分，则给予店铺监管七天的处理；如累计被扣分达四十八分，则给予店铺监管二十八天的处理。
（二）Where a Merchant’s deduction for breach of undertaking or spam accumulates to twenty-four (24) points except in accordance with the provisions of the preceding paragraph,Tmall Global will impose store supervision on Merchants for seven（7） days； Where a Merchant’s deduction for breach of undertaking or spam accumulates to forty-eight (48) points， Tmall Global will impose store supervision on Merchants for twenty-eight（28） days.
Section 3 Serious Violations
Article 32 Posting of prohibited information: refers to the posting of goods or information that amounts to a serious violation under the “Tmall Global Prohibited Goods Management Rules”. Posting of prohibited information will be handled in accordance with the relevant provisions of the “Tmall Global Prohibited Goods Management Rules”.
Article 33 Misappropriation of another’s account: refers to the misappropriation of another person’s Tmall Global or Alipay account, which may infringe the property rights of another. In the case of misappropriation of another’s account, Tmall Global will retrieve the misappropriated account and allow the original owner to retrieve the account through the complaint process. Forty-eight (48) points will be deducted for each violation.
第三十四条 泄露他人信息：是指未经允许发布、传递他人隐私信息，涉嫌侵犯他人隐私权的行为。泄露他人信息的，天猫国际删除会员所泄露的他人隐私资料的信息，每次扣六分。 商家故意泄露、销售或存在其他严重侵犯他人隐私信息的，每次扣四十八分。
Article 34 Disclosure of other’s information: refers to the unauthorized release or transfer of another person’s personal data and information, which may infringe another person’s privacy. In the case of disclosure of other’s information, Tmall Global will delete such personal data and information disclosed by the Member and six (6) points will be deducted for each violation. Forty-eight (48) points will be deducted for each violation where Merchants deliberately disclose or sell other’s personal data and information or commit other serious violations in relation to another person’s personal data and information.
Fraudulently obtaining property of others: refers to the act of illegally obtaining the property of others for the purpose of illegal profits, and allegedly infringing upon the property rights of others. For those who have defrauded others of property, Tmall Global will delete the corresponding items or information used, block the comment content for the resulting transaction, and not accumulating the scores. Forty-eight points will be deducted for a single violation. For the victims to the aforementioned fraud, Tmall Global will take temporary protection measures based on its limited technical means, including but not limited to Alipay account coercive measures, store supervision, restricting website login, and restricting AliWangWang login.
Article 36 Selling counterfeit goods: Forty-eight (48) points will be deducted for each violation. In the case of selling counterfeit goods, Tmall Global will delete the counterfeit good or information posted by Members. In order to prevent adverse effects to the public and to protect the rights and interests of consumers, Tmall Global will adopt temporary protective measures based on limited technological means, including but not limited to enforcement measures targeted at Alipay accounts. Tmall Global will also impose store supervision on Merchants that violate the aforementioned provisions depending on the severity of the circumstances.
Article 37 Misrepresentation of material composition: refers to the situation where a Merchant’s descriptions of all materials or composition of a good is entirely inconsistent with the good received by the Buyer. A Merchant that misrepresents material composition for the first time will receive a deduction of six (6) points. A Merchant belonging to a special category that misrepresents material composition will receive a deduction of twelve (12) points, regardless of whether such misrepresentation was made for the first time. In the case of misrepresentation of material composition, Tmall Global will delete the good with misrepresented material composition posted by the Member.
Article 38 Disrupting the market order refers to behavior that members engage in that disturbs or damages the market order of fair competition and equal trading, and infringes upon other members’ rights and interests, or brings negative effects to the platform. For members who disturb the market order, 24 points will be deducted each time. For a severe violation, 48 points will be deducted each time. Tmall Global has the right to cancel or reclaim improper benefits gained or used by members.
Article 39 Posting of unauthorized goods: refers to the posting or sale of goods of a brand not yet authorized by Tmall Global by a Merchant on the Tmall Global platform. A Merchant that posts unauthorized goods will receive a deduction of twelve (12) points for each violation. Tmall Global will delete the unauthorized goods or information posted by Merchants.
Article 40 Obtaining benefits through improper means: refers to the use of improper means by Members to obtain benefits, including:
Providing valuables, spending, hospitality or business opportunities etc. to Alibaba Group employees and/or their affiliates;
Obtaining benefits through other improper means.
A Member who obtains benefits through improper means will receive a deduction of forty-eight (48) points for each violation, regardless of whether or not it actually received a benefit. Tmall Global will permanently cease provision of goods or services to such Merchant or to accept any of such Member’s goods or services; affiliated stores of such Member will be simultaneously restricted from participating in Tmall Global marketing activities for six (6) months.
Where an operational service provider obtains benefits through improper means, Tmall Globalwill permanently cease provision of goods and services to it or accept any of its goods or services. Stores operated by such operational service provider must, within three (3) months of receiving notice from Tmall Global, switch to self-operation or engage another operation service provider, failing which Tmall Global will impose store supervision on such stores until the requirement is fulfilled.
If a Member obtains benefits through improper means take the initiative to report the violation and/or truthfully report the situation, Tmall Global will, at its discretion, impose a lighter or lesser enforcement action.
From the day an investigation of a Member obtaining benefits through improper means commences, Tmall Global will restrict such Member’s store and any affiliated stores from participating in marketing activities organized by Tmall Global until the investigation is completed.
If a Member unequivocally communicates an intention to obtain benefits through improper means to an Alibaba Group employee and/or its affiliates, or already carried out acts with the view of obtaining benefits through improper means, but due to reasons other than the Member’s intention the act was unsuccessful, such Member is liable for the attempt to obtain benefits through improper means and twelve (12) points will be deducted for each violation.
The following will be deemed as obtaining benefits through improper means:
A Merchant is an Alibaba Group employee, forty-eight (48) points will be deducted for each violation;
A Merchant is an affiliated person of an Alibaba Group employee and such Alibaba Group employee fails to truthfully report this in accordance with the “Alibaba Group Business Conduct Rules”, twenty-four (24) points will be deducted for each violation. In the case of a Merchant taking advantage of an Alibaba Group employee’s position, forty-eight (48) points will be deducted for each violation.
Article 41 Default on Tmall Global loan repayments : refers to a Member who has applied for and received a Tmall Global loan via Alibaba Finance and has failed to repay the loan, interests or other costs in full when it falls due after Alibaba Finance has, either by itself or through a third party, sent a reminder for repayment to the Member. In the case of default on Tmall Global loan repayments, forty-eight (48) points will be deducted for each violation. The Member’s affiliate stores that fulfill certain conditions will be permanently prohibited from participating in marketing activities organized by Tmall Global.
Article 42 Selling goods not directly supplied from overseas: In the case of selling goods not directly supplied from overseas, forty-eight (48) points will be deducted for each violation. Tmall Global will, depending on the severity of the circumstances, impose store supervision.
Article 43 A Seller must, in accordance with requirements imposed by Tmall Global, provide genuine, legal and valid complaints, qualification documents etc., the provision of false documents by a Seller constitutes a serious violation, forty-eight (48) points will be deducted for each violation.
Article 44 Improper registration refers to the use of software, programs, or other methods to register large numbers of Taobao or Tmall Global accounts. For those improperly registering, Tmall Global will subtract 48 points for each account created through software, programs, or other methods of mass registration. For users discovered by Tmall Global’s investigations to be suspected of improper registration, Tmall Global will enact measures based on the severity of the offense, including banning the users’ use of AliWangWang, banning the privilege to create a store, banning user login etc.
Section 4 General Violations
Article 45 Spam: posting of prohibited information: refers to the posting of goods or information amounting to a general violation under the “Tmall Global Prohibited Goods Management Rules”. Posting of prohibited information will be handled in accordance with the relevant provisions of the “Tmall Global Prohibited Goods Management Rules”.
Article 46 Spam: refers to the posting goods or information by a Merchant in violation of these Rules or other management guidelines published by Tmall Global (including but not limited to rules, guidelines, category management standards, industry standards, etc.) that adversely affects the rights and interests of Buyers, which include the following scenarios:
Posting advertisements: refers to any of the following goods or information posted on a goods category page, store decoration zone page or Tmall Global category page, where there is such a post, the information will be deleted；One (1) point will be deducted for each good or information that may violates any of the above provisions (the maximum accumulated points deducted within three (3) days is seven (7) points). If the erroneous information is posted on other pages such as the store decoration page, four (4) points will be deducted each instance:
Posting non-transactional information such as mood statuses and stories, store introductions,Tmall Global customer links etc;
Posting non-Tmall Global global shopping links, non-Aliwangwang contact methods, physical store information, bank account and personal Alipay account information and other information, except under special circumstances;
Sending out advertisements in the form of repeated group messages or unsolicited messages about Tmall Global Merchants, goods or services via Aliwangwang etc;
Using the name, logo or other information of shopping guides, group purchases, and promotional sales websites in a good’s subject title, description, store or Aliwangwang etc.
Posting duplicate information
Where a store simultaneously sells two or more identical goods, one (1) point will be deducted for each good or information (the maximum accumulated points deducted within three (3) days is seven (7) points). Only one item will be kept, other identical listing of the good will be deleted;
Where more than two stores selling identical goods are established, six (6) points will be deducted for each violation. The brand authorization for one of those stores will be kept while the brand authorization for other stores will be revoked and the goods of such brands will be deleted.
For goods that may violate paragraph (1)above, Tmall Global will conduct investigation within two (2) working days. During such investigation, blocking a single good in search results will be imposed.
Posting non-compliant information: the following goods or information posted will be deleted:
Posting goods in irregular numbers, one (1) point will be deducted for each violation;
Ntentionally posting goods that do not comply with the rules for Tmall Global goods SKU settings, one (1) point will be deducted for each violation;
Making it a commodity by another key attribute editing merchandise categories, brands, models, etc.,
one (1) point will be deducted for each violation.
Goods that may violate paragraphs (1) 、 (2) and（3）will be downgraded in search results until three (3) days after such goods have been rectified.
Simultaneously，Tmall Global will simultaneously impose store supervision 、restriction of posting goods and other treatment measures depending on the severity of the
Posting erroneous descriptions: in the case of posting goods or information that contain any of the following erroneous descriptions, such goods or information will be deleted. If such goods or information are posted on a goods category page, except for paragraph (6、7), one (1) point will be deducted each instance (the maximum accumulated points deducted within three (3) days is seven (7) points). For the posting of goods prescribed in paragraph (6), one (1) point will be deducted for the first two instances, six (6) points will be deducted for the 3rd and 4th instances and twelve (12) points will be deducted for the 5th and subsequent instances. If the erroneous information is posted on other pages such as the store decoration page, four (4) points will be deducted each instance；For the posting of goods prescribed in paragraph (7), forty-eight (48) points will be deducted for each violation； In serious cases, Tmall Global has the right to terminate cooperation and dismiss the Merchant.
The good’s information lacks a subject title, main images, or the information of a good belonging to a special category lacks of an image of the actual good;
Obvious inconsistency between the elements of a good such as the good’s subject title, images, price, delivery methods, delivery fee and after sales services etc.;
False or irrelevant information in a good’s subject title or other information;
Use of fabricated favorable reviews of goods, store ratings, type of Tmall Global stores, or use of logo not in conformity with the store’s actual information;
Goods do not conform with the category or attribute under which it was posted;
Goods do not conform with the category or attribute under which it was posted thereby causing serious consequences.
Any product information or any information displayed on the Merchant’s storefront or otherwise provided to Tmall Global includes untruthful, inaccurate or misleading information regarding the environment, address and other aspects of the offline stores of the Merchant or any untruthful, inaccurate or misleading information with respect to the accreditation or authorization by government authorities, industry associations or other authoritative organizations or brand spokespersons.
For goods that four violate paragraphs (2), (3), (5) and (6), Tmall Global will impose downgrading a single good in search results until three (3) days after the goods have been rectified.
Apart from Tmall Global special categories and goods under special circumstances, if for any reason a Merchant fails to dispatch goods within one hundred and twenty (120) hours where, prior to the Buyer’s making payment, information shows that there is sufficient stock of such goods, one (1) point will be deducted for each violation and such goods will be taken off shelf.
The posting of any of the following information will be deleted: one (1) point will be deducted for each instance (the maximum accumulated points deducted within three (3) days is seven (7) points). Four (4) points will be deducted for posts on other pages such as store decoration pages etc.
Applying the rights of a specialty on behalf of others, including the application of Tmall Globalstore decoration market designers, etc.;
Alipay immediate transfer without contractual agreement.
Publishing improper marketing information explicitly forbidden and defined by Tmall International: one point will be deducted for each product if the information is published on a product page (accumulated points within three days not to exceed 7 points), the product will be suspended for the first and second violations and the third time, the product will be removed completely; if the information is published in the store maintenance category or other pages, 4 points will be deducted for each instance.
Where, apart from the aforementioned circumstances, there are other circumstances in relation to goods and information posted by Merchants that violates public policy, “Tmall Global Services Terms”, “Tmall Global Business Services Agreement”, or other Tmall Global rules, Tmall Global may temporarily delete such goods or information or take them off shelf. At the same time, Tmall will, depending on the severity of the situation, monitor stores, restrict product publishing and apply other measures.
Article 47 False transactions: refers to acts that compromise the interests of buyers caused by improper interests of users who obtain false item sales volume, store ratings, and credits through fictional or concealing transaction facts, circumventing or maliciously exploiting credit history rules, interfering with or impeding credit record order. As for false transactions, Tmall Global will correct the seller’s violating acts, including removing the sales volume generated by false transactions, blocking comment content, and not accumulating the scores;For extremely serious violations, all items will be removed from the store. Meanwhile, Tmall Global will deal with the seller in accordance with the following regulations：
A Seller’s 1st and 2nd instance of false trading: where the number of false transactions is less than ninety-six (96), two （2） points will be deducted as a general violation for each instance. if the number of false transactions is equal to or more than ninety-six (96), twelve (12) points will be deducted as a general violation for each instance;
A Seller’s 3rd instance of false trading: where the number of false transactions is less than ninety-six (96), twelve 12 points will be deducted as a general violation for each instance. If the number of false transactions is equal to or more than ninety-six (96), the violation will be deemed as a serious violation and forty-eight (48) points will be deducted as a general violation for each instance;
A Seller’s 4th and subsequent instances of false trading: this will be deemed as a serious violation regardless of the number of false transactions, and forty-eight (48) points will be deducted as a general violation for instance;
Where a Seller engages in large-scale false trading within a short period of time: this will be deemed as a serious violation regardless of the number of instances or number of false transactions, forty-eight (48) points will be deducted as a general violation for each instance.Tmall Global will simultaneously impose downgrading all goods of a store in search results of Taobao Marketplace, Tmall.com Platform and Tmall Global on the Seller;
If any of the following situations occur to a Seller, it will be deemed as a serious violation and forty-eight (48) points will be deducted:
Where the Seller has engaged in more than three (3) instances of false trading deemed to be “serious”;
Where the Seller again engages in a large-scale false trading after violation of paragraph 4 above;
Special circumstances such as malicious behavior, intensive behavior, large-scale operations, serious consequences or maliciously opposing supervision etc.;
Provision of false trading services to others.
Where a Seller violates paragraph 4 and 5 simultaneously, the handling of paragraph 5 will take priority.
With respect to goods that may be involved in false trading, Tmall Global will impose downgrading a single good in search results of Taobao Marketplace, Tmall.com, Tmall Global for thirty (30) days. If a certain good is involved in false trading multiple times, the period of downgrading will accumulate.
Where a Buyer assists a Seller in false trading, Tmall Global will, depending on the severity of the circumstances, impose enforcement actions such as closing the order, new orders not counting towards sales volume and/or not allowing for reviews, deleting the credit rating of false transactions, deleting the credit rating, give warning, require identity verification, impose restrictions on establishment of new stores, restriction of web communication, restriction of posting goods, restriction on website login, restriction on Aliwangwang login, restriction on Buyer activities, restriction on filing complaints and extending transaction timeout periods etc.
Article 48 Delayed delivery: Delay of delivery is the behaviors that happen at any time except the statutory holidays of China and the place of delivery, which will harm the buyer’s rights and interests, including no delivery of the bonded imported goods by the cross-border-e-commerce seller within 96 hours after the buyer makes payment, no delivery of the collectively imported goods by the cross-border-e-commerce seller and the goods with overseas direct delivery service within 120 hours after the buyer makes payment, no delivery of the customized, pre-sale or other goods for which the delivery time is otherwise agreed within the agreed time. The delivery time is subject to the time recorded in the express company system.Interpretation of the rules.
Where there is delayed delivery, the Merchant must pay thirty percent (30%) of the actual transaction amount of the goods to the Buyer as compensation (amount capped at RMB500).
If a merchant delayed a shipment for an unreasonable period of time, Tmall has the right to take its goods off the shelf;
If a merchant delayed a shipment for an unreasonable period of time and it did not take the initiative to deal with the problem after the buyer files a complaint and before Tmall Global Customer Service intervenes and confirms the complaint, the merchant shall compensate the buyer, and Tmall will deduct one point from its credit account for each complaint (at most 6 points can be deducted within 30 days accumulatively).
The buyer and the merchant shall resolve their dispute through negotiation, if the buyer applies for a compensation in the following circumstances where compensation for delayed shipment does not apply:
1. If the buyer fails to provide correct ID information in time resulting in that the merchant cannot deliver the goods in time, the merchant shall not be held responsible for the delay;
2. During the Spring Festival and other holidays, the shipping date may be postponed because the relevant courier companies close for holiday;
3. When the buyer is found abusing the shipping delay policy;
4. When the buyer purchases things he or she does not need for daily life;
5. If the goods purchased by the buyer or their related information is suspected of violating the law and regulations, Tmall Global has the right to demand the merchant to terminate the shipment immediately to protect the rights and interests of the buyer;
6. Due to force majeure such as flood, fire, and earthquake, the merchant cannot deliver the goods within the agreed time;
7. The merchants are unable to deliver the goods within the agreed time due to special reasons or force majeure such as major government meetings, major events, and customs detention.
Article 49 Misrepresentation: refers to where the description of a good provided by the Merchant does not match the good received by a Buyer, or the good officially sample tested by Tmall Global or the Merchant has not disclosed necessary information of a good such as its defects, shelf life, associated goods etc., thereby adversely affecting the rights and interests of the Buyer, which includes the following scenarios:
Where the description of a good’s materials, composition and other information provided by a Seller is seriously inconsistent with the goods received the Buyer, preventing the Buyer from using such goods normally; Tmall Global will delete such goods, and deduct six (6) points for the 1st violation, twelve (12) points for the 2nd and each subsequent violations;
Where a Seller does not disclose a good’s defects and other information, or where the description of a good is inconsistent with the good received by the Buyer, preventing the Buyer from using such goods normally; Tmall Global will take such goods off the shelf, and deduct six (6) points for each violation;
Where a Seller does not disclose a good’s defects and other information, or where the description of a good is inconsistent with the good received by the Buyer but does not prevent the Buyer from using such goods normally, three (3) points will be deducted for each violation;
Where a good that has been sample tested is found to have minor misrepresentations, such goods will be deleted but no points will be deducted.
Article 50 Breach of Undertaking: refers to a Merchant’s failure to provide the following services to Buyers according to its undertaking, thereby adversely affecting the rights and interests of Buyers and/or failure to undertake the following obligations to Tmall Global. Where a Merchant breaches their undertakings, they must continue to perform their statutory or agreed obligations such as providing accurate descriptions, compensation, method of delivery, return of goods, timeframe for the arrival of goods, goods exchange, repairs etc.
The goods released by the merchant were displayed as postal declared goods, i.e., goods that were shipped directly overseas, but the actual delivery was from a bonded warehouse in China. This is regarded as a serious violation. The point deduction for the first time is six points, for the second time it is twelve points, and for the third time it is forty-eight points.
Where a Merchant breaches any of the following undertakings, six (6) points will be deducted for each violation:
Where a Merchant refuses to bear the after-sales service responsibilities determined by Tmall Global such as goods return, refund etc.;
Where a Merchant participates in a “Goods Sampling Center” activity, but after Buyers successfully apply to participate in such activity, the Merchant refuses to deliver or delays in delivering such sample goods to the Buyers;
Where a Buyer selects Alipay as a means of payment, but the Merchant refuses to use it;
Where a Merchant participates in credit card payment services, but refuses to provide the aforementioned services or refuses to provide the aforementioned services in the mannered agreed;
Where a Merchant requires Buyers to return the goods to countries or places outside of Mainland China (excluding Hong Kong, Macau and Taiwan);
Where a Merchant participates in Tmall Global, Tmall.com Platform and Taobao Marketplace official activities but do not carry out such activities in accordance with the requirements of those activities (except for requirements regarding the time of goods dispatch);
Where a Merchant refuses to perform the responsibility for product recall: if the Merchant fails to recall its products that are found to be substandard or defective, involve major safety risks or have caused major quality safety accidents, or jeopardize Tmall Global’s reputation due to the quality issue, or that Tmall Global requires to be recalled, six (6) points will be deducted for each violation; for serious violators, the platform has the right to terminate the cooperation with Merchant.
Where a Merchant breaches any of the following undertakings, six (6) points will be deducted for each violation, and Merchants are liable for the corresponding consequences and liabilities. Where the undertakings must be continuously carried out, Tmall Global will remind the Merchant to continue carrying out its obligations:
Overseas directly purchased goods, where a Merchant undertakes to cover the customs duties incurred but refuses payment;
Where a Merchant advises Buyers to trade outside of Tmall Global through Aliwangwang and other means.
Where a Merchant has not fulfilled other undertakings in relation to goods or services of an order that has already been paid or in special circumstances; four (4) points will be deducted for each instance.
Apart from the abovementioned examples, where an act is considered a breach of undertaking by other management content officially issued by Tmall Global (including but not limited to rules, regulations, category management standards, industry standards etc.), such breaches will be dealt with in accordance with the governing management content.
Article 51 Malicious harassment: refers to a Member’s harassment of others through malicious means, which adversely affects the legal rights and interests of others. Twelve (12) points will be deducted for each violation.
Article 52 Failure to publicize or update business license information / identity information of the operating entity: refers to the failure to publicize or update business license information / identity information of the operating entity within the period specified by Tmall Global. In the case of failure to publicize or update business license information / identity information of the operating entity, or failure to update business license information / identity information of the operating entity within thirty (30) days of the update, twenty (20) points will be deducted for each violation. A Merchant must publicize or update business license information / identity information of the operating entity.
Article 53 Misuse of another’s rights: refers to any of the following acts carried out by Users:
A Merchant misuses another’s rights such as trademark, copyright, reputation or portraiture right in the information of goods it posts, its store name or domain name etc.;
The goods sold by a Merchant may violate another’s trademark, copyright, patent, name, portraiture right etc.
Information of goods posted by a Merchant or other information used by the Merchant gives rise to consumer confusion, misidentification or results in unfair competition.
In the case of a misuse of another’s rights, Tmall Global will delete all goods or information that constitutes a misuse of another person’s rights. Two (2) points will be deducted for each violation. Complaints made by the same rightholder against the same Merchant within three (3) days will be deemed as the same complaint.
Article 54 Failure to collect identification card information from a Buyer via the prescribed method: refers to where a Merchant must, in accordance with relevant laws and regulations andTmall Global’s requirements and by using reasonable means, submitted through the online mode to guide Buyer through the store’s Aliwangwang, explanation to consumers of the purpose of collection and use of identity card information, must not repeatedly request Buyers to provide such information; three (3) points will be deducted for each instance of failure to collect identification card information via the prescribed method, which primarily includes:
Failure to properly route Buyer submit identification card information;
Failure to communicate via the store’s Aliwangwang;
Repeated requests sent to the same Buyer.
Article 55 Abusing user privileges refers to users misusing or maliciously using the privileges conferred by Tmall Global to infringe upon the lawful rights and interests of others or impair the orderly business operation of the Tmall Global platform.For accounts that misuse user privileges, Tmall Global will enact measures based on the severity of the offense, including blocking the users’ comments, stopping the accumulation of points, restricting buyer activity, closing the users’ accounts etc.With regard to the improper gains acquired by misusing user privileges (including but not limited to consumer red envelopes), Tmall Global will enact measures including the retraction, cancellation and invalidation of these gains.For orders generated by the misuse of privileges, the measures to be taken include cancelling the orders, not counting the sales, etc.Shop owners are entitled to use the tools provided by Tmall Global. If shop owners misuse these tools, 4 points will be subtracted each time. In serious cases, shop owners will lose the right to use these tools.
Section 5 Enforcement of Violations
Article 56 Violations by Users are to be detected by complaints by Tmall Global Members, rightholders or Tmall Global’s investigation.
Article 57 Besides complaints of spam, false trading, improper registration, posting prohibited information, selling counterfeit goods, misrepresentation of material composition, misuse of another’s rights, misappropriation of another’s account, disclosure of another’s information and posting of unauthorized goods which can be submitting at any time, complaints of other violations must be submitted within the following time limit, otherwise Tmall Global will not accept such complaints:
A complaint for breach of undertaking must be made within fifteen (15) days of the closing of the transaction;
A complaint of misrepresentation, misappropriation of another’s property must be made within fifteen (15) days of a successful transaction.
Article 58 In relation to violations such as delayed delivery, breach of undertaking and reviews made in bad faith, the respondent must submit evidence within two (2) days from the filing of the complaint. If no evidence is submitted within two (2) days, Tmall Global will have the right to make a determination based on the information available to it at the time. With respect to the determination of other violations, Tmall Global will immediately make the determination after it receives the complaint.
Article 59 Tmall Global will not accept undertakings or statements made by a Merchant that contradict these Rules. Tmall Global will not suspend or cancel its determinations, unless there are circumstances where there are errors in evidence or errors in judgment.
Chapter 6 Miscellaneous Provisions
Article 60 Governing law, jurisdiction and others: the effect of this Agreement, its interpretation, amendment, execution and dispute resolution are governed by the laws of Hong Kong. Any dispute between you and Tmall Global arising from or in connection with this Agreement or the Services will be settled by arbitration at the Hong Kong International Arbitration Centre in accordance with the rules in force at the time of notification of the arbitration. There will be one arbitrator and the language of arbitration will be English.
IN CASE OF ANY INCONSISTENCY BETWEEN THE TWO LANGUAGE VERSIONS, THE CHINESE VERSION SHALL PREVAIL.