ECHEMI platform complaint penalty rules

The Nature of the Complaint

Platform Processing Methods and Suggestions

Penalty Consequences (Cumulative According to the Number of Complaints)

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

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

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

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

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

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

The supplier did not ship as scheduled

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

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

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

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

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

The complainant provided false evidence

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

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

Fraud

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

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

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

The Nature of the Complaint

Platform Processing Methods and Suggestions

Penalty Consequences (Cumulative According to the Number of Complaints)

Improper use of other people's information

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

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

Stolen Image

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

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

Cumulative Number of Warnings

Penalty

3 Times

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

5 Times

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

7 Times

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

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