CN104376471A

CN104376471A - Electronic commerce after-sale dispute handling method and system

Info

Publication number: CN104376471A
Application number: CN201310368722.8A
Authority: CN
Inventors: 袁春华; 刘永海
Original assignee: Century Light Technology Development (beijing) Co Ltd
Current assignee: Century Light Technology Development (beijing) Co Ltd
Priority date: 2013-08-14
Filing date: 2013-08-22
Publication date: 2015-02-25

Abstract

The invention relates to the field of electronic commerce, in particular to an electronic commerce after-sale dispute handling method and system which is used for solving dispute problems produced in the commodity purchasing process or after commodity purchasing is completed in a process mode. The user operation, job polling and Trader user's operation in a tool can be found according to the trigger conditions of all state points of the dispute handling system and are boiled down to different events, so that the system performs state switching through event triggering. Different operation behaviors can exist in different states. The electronic commerce after-sale dispute handling method and system can clearly position behavior attributes, permissible operation and operation process in the different states, and other places are not influenced during modification if behavior change occurs in a certain state.

Description

Ecommerce is dissension transact method and system after sale

Technical field

The present invention relates to e-commerce field.

Background technology

Prior art directly from database order table according to order status inquiries data.Whether dispute order needs to show order essential information and user basic information, and filters according to search condition, condition: order number, factory order etc.But the expansion existed along with database, inquiry response speed can be slack-off; Incompatible situation is there will be after changing database.

Summary of the invention

The present invention, according to the trigger condition of each state point of dispute system, can find, user operation, and job poll, Trader user operates in the tool.These can be summed up as different events, so our system triggers according to event, drive State Transferring.Different states, can have different operation behaviors.Thus database association inquiry can not be relied on, can not be perplexed by the compatibility of the old data of old database.

The invention provides a kind of ecommerce dissension transact method after sale, described dispute comprises pp dissension transact, agreement dissension transact, Mai Jiaduan, Mai Jiaduan, Dhgate platform, and comprises platform dissension transact.

In above-mentioned either a program preferably, described platform dissension transact relates to the platform dispute page, buyer's end page face, seller's end page face, buyer holds platform dispute state circulation figure, seller holds platform dispute state circulation figure, platform dispute record, Job poll, Trader user operates in the tool, described platform dispute record comprises dispute and initiates state, submit witness state to, DHgate audits state, arbitration schemes executing state, dispute closed condition, extend audit time state, described Job poll and described Trader user operate in the tool, be summed up as different events, described platform dissension transact triggers according to described event, drive State Transferring, different states, different operation behaviors can be had.

In above-mentioned either a program preferably, described platform dissension transact comprises the following steps successively:

A. in described agreement dispute process, if dispute is upgraded to described platform dispute by buyer, then described DHgate platform generates a described platform dispute record, and this record enters dispute and initiates state;

B. whether seller agrees to buyer's settling entanglements scheme, if not, enters step C, if so, enters step J;

C. described buyer holds submission evidence, and described seller submits evidence to, and described platform dispute record enters described submission witness state;

D. after starting 5 to described submission witness state, described platform dispute record transfers DHgate examination & verification state to;

E. described platform dispute record enters described DHgate and audits state, if examination & verification is not for being inconsistent the described platform dispute record of not producing evidence with buyer with description, enter step K, if auditing is that buyer does not receive goods and seller does not produce evidence, enter step J;

F. whether artificial judgment will extend audit time, if so, enters step G, if not, enters step I;

G. audit time is extended;

H. check whether and reach the extended period, if so, enter step I;

I. Dhgate provides ruling solution;

J. described platform dispute record enters described arbitration schemes executing state;

K. described platform dispute record enters described dispute closed condition;

In above-mentioned either a program preferably, upgrade operation that dispute needs of described buyer comprises and fills in buyer and select dispute reason and settling entanglements scheme.

In above-mentioned either a program preferably, described settling entanglements scheme comprises partial refund, reimbursement in full and return of goods reimbursement.

In above-mentioned either a program preferably, the precondition that described agreement dissension transact and described platform dissension transact are initiated does not initiate described pp dissension transact.

In above-mentioned either a program preferably, described platform dissension transact can be initiated in the process of described agreement dispute.

In above-mentioned either a program preferably, described buyer's end comprises " My Dhgate " menu and " My Ordre " menu.Described " My Dhgate " menu comprises " My Summary " menu.Described " My Summary " menu comprises " Reminder " part.Described " My Order " menu comprises " Refund & Return " part.Described seller's end comprises " My Dhgate " menu, " reimbursement & dispute " list page and " my order " menu.Part that described " My Dhgate " menu comprises " I needs the order paid close attention to ".Described " my order " menu comprises return of goods reimbursement list page, and described return of goods reimbursement list page comprises action bar.

In above-mentioned either a program preferably, described enter dispute initiation state after, generate a described platform dispute record, described " Reminder " part increases the prompting of dispute order, described " Refund & Return " list page increases search condition, it is described that I needs the order part paid close attention to increase the prompting of dispute order, the action bar content alteration of described return of goods reimbursement list page is " reimbursement & dispute details ", increases dispute type and dispute state packet filter item under described return of goods reimbursement list page.

In above-mentioned either a program preferably, under entering described " reimbursement & dispute " list page after the dispute record described in click, acquiescence filtercondition is corresponding dispute state.

In above-mentioned either a program preferably, described " " Reminder " " partly comprise UserServiceDelegate class, BuyerUserService class, BuyerUserServiceImpl class, IndexAction class, BuyerBAseAction class, wherein IndexAction class comprises getRemindList () method, UserServiceDelegate class associates with BuyerUserService class interface is unidirectional, BuyerUserServiceImpl Similar integral BuyerUserService class, interface IndexAction class relies on UserServiceDelegate class, IndexAction Similar integral BuyerBAseAction class.

In above-mentioned either a program preferably, the type of the prompting of the dispute order that described " Reminder " part increases comprises Awaiting Your Evidence(and waits for that you submit evidence to), the order numbers to be entered such as Awaiting Return Tracking Number(), wherein said Awaiting Your Evidence is linked to list page, default search condition is: dispute state Awaiting Your Evidence, described Awaiting Return Tracking Number is linked to list page, default search condition is: dispute state Solution in progress-Awaiting Tracking Number from Buyer.

In above-mentioned either a program preferably, the prompting that described " Reminder " part increases dispute order revises described getRemindList () method by needs, call dispute system service, amendment rear port DisputeSerive class relies on DisputeOrderDto class, and described IndexAction class relies on interface DisouteService class.

In above-mentioned either a program preferably, described Refund & Return list page increase search condition is realized by following steps successively:

1st step, from dispute system, find dispute order id;

2nd step, go in form ordering system, to inquire about the essential informations such as order essential information and user according to order id;

3rd step filters order according to filtercondition.

In above-mentioned either a program preferably, it is that DisouteAction class relies on RfxOrderServiceDelegate class that the concrete kind figure of described step closes, and RfxOrderServiceDelegate class relies on OrderListEnterForBuyerVO class,

RfxOrderServiceDelegate class associates with interface MyOrderService class is unidirectional.

In above-mentioned either a program preferably, the precondition of state is initiated in described dispute is that buyer holds and do not initiate pp dispute.

In above-mentioned either a program preferably, check that the concrete operations of described precondition are included in after buyer clicks the request DHgate Mediation that described buyer's end page face occurs, DHgate platform judges, as this record had as described in pp dispute initiate, then occur with float layer display the first signal language.

In above-mentioned either a program preferably, the precondition of described submission witness state comprises that buyer is complete fill in described dispute reason and described settling entanglements scheme, and after successfully submitting to circulation to this state.

In above-mentioned either a program preferably, at described submission witness state, buyer can cancel dispute.

In above-mentioned either a program preferably, under described submission witness state, described buyer's end page face comprises first content signal language, and buyer holds platform dispute state circulation figure, and the first dispute general introduction district, evidence implicates district, wherein said evidence implicates district comprises the 3rd signal language.

In above-mentioned either a program preferably, described buyer holds the highlighted display of Awaiting Your Evidence state in platform dispute state circulation figure.

In above-mentioned either a program preferably, the precondition that described Dhgate audits state circulates to this state after comprising 5 days that described seller submits to witness state to start; It is the platform dispute record that described seller submits witness state to that described Job scans T-5 day described platform dispute state every day, and changed to described Dhgate and audit state, T is the scanning date on the same day.

In above-mentioned either a program preferably, in described DHgate examination & verification state, described Job runs once every day, scanning is in the described platform dispute record that described DHgate audits state, described platform dispute record for " not being inconsistent & buyer with description not produce evidence " directly enters into described dispute closed condition, and order carries out 102006 states.

In above-mentioned either a program preferably, when being in described DHgate examination & verification state, described buyer's end page face comprises described buyer and holds platform dispute state circulation figure, second dispute general introduction district, first state description district, wherein, described buyer holds the highlighted display of Verifying Evidence state in platform dispute state circulation figure.

In above-mentioned either a program preferably, the precondition of described arbitration schemes executing state is that described buyer proposes settling entanglements scheme, and seller agrees to that rear circulation is to this state; Or buyer DHgate audit in the stage, after described job performs, described arbitration schemes executing state state is gone to for not receiving the platform dispute recorded stream that goods & seller do not produce evidence, perform according to the settling entanglements scheme that described buyer proposes, or seller does not agree to the settling entanglements scheme that described buyer proposes, both sides put to the proof after DHgate dispute personnel arbitral review, and Dhgate provides after ruling produces Dhgate solution and circulates to described arbitration schemes executing state.

In above-mentioned either a program preferably, described arbitration schemes executing state comprises sub-state, the settling entanglements scheme that described sub-state proposes because of described buyer or described Dhgate arbitration schemes different and different.

In above-mentioned either a program preferably, the settling entanglements scheme that described buyer proposes or described Dhgate arbitration schemes be partial refund or reimbursement in full time, described sub-state is hidden, all be shown as buyer's arbitration schemes executing state, when the settling entanglements scheme that described buyer proposes is return of goods reimbursement, described sub-state comprises waits for that seller fills in the sub-state of ship-to, waits for that buyer delivers sub-state, wait for that seller confirms to receive sub-state, Dhgate reimbursement neutron state.

In above-mentioned either a program preferably, the trigger point that described wait seller fills in the sub-state of ship-to is that Dhgate is when providing arbitration schemes.

In above-mentioned either a program preferably, described wait buyer delivers the trigger point of sub-state for after seller fills in return of goods address.

In above-mentioned either a program preferably, described wait seller confirms to receive the trigger point of sub-state for after buyer fills in tracking number.

In above-mentioned either a program preferably, described Dhgate reimbursement neutron state trigger point for seller confirm receive after or seller exceeds the time limit unconfirmed time.

In above-mentioned either a program preferably, under described wait buyer delivers sub-state, buyer did not submit tracking number to after 5 days, then platform dispute performs dispute closedown, and order enters 102006 states.

In above-mentioned either a program preferably, when being in described arbitration schemes executing state, described buyer's end page face comprises described platform dispute state circulation figure, wherein, and the highlighted display of Arbitration in Progress state in described platform dispute state circulation figure.

In above-mentioned either a program preferably, described seller agrees to buyer's scheme and described scheme is return of goods reimbursement, described sub-state for wait for buyer deliver sub-state time, described buyer's end page face display view seller ' s address link, click the return of goods address that described view seller ' s address links ejection layer display seller input, show Tracking Number simultaneously, Shipping Method, Upload file option and comment, wherein said Tracking Number is required item, described Shipping Method is required item, described Upload file is for uploading delivery evidence, for item is filled out in choosing.

In above-mentioned either a program preferably, described Dhgate provides ruling and Dhgate arbitration schemes is return of goods reimbursement, described sub-state for wait for buyer deliver sub-state time, described buyer's end page face display view seller ' s address link, click the return of goods address that described view seller ' s address links ejection layer display seller input, show Tracking Number simultaneously, Shipping Method, Upload file option and comment, wherein said Tracking Number is required item, described Shipping Method is required item, described Upload file is for uploading delivery evidence, for item is filled out in choosing.

In above-mentioned either a program preferably, under the precondition of described dispute closed condition is included in described DHgate examination & verification state, described platform dispute scanning is not inconsistent the described platform dispute record that & buyer do not produce evidence and directly enters described dispute closed condition with describing, and order status circulates described 102006 states; Or after described Dhgate ruling result is that ruling is made loans or secondary ruling makes loans, entering described dispute closed condition, order status circulates described 102006 states; Or after the financial staff of platform dispute has operated reimbursement, reimbursement record becomes after completion status, and enter dispute closed condition, the order flow of partial refund forwards described 102006 states to; Or when described buyer's settling entanglements scheme or Dhgate ruling solution are return of goods reimbursement and described sub-state is enter described dispute closed condition after 5 days that wait for buyer delivery state, order flow forwards 102006 states to; Or when buyer initiates described pp dispute, and when described platform dispute does not generate reimbursement record in full, enter described dispute closed condition; Or Job scanning mode be " in arbitration schemes execution " and reimbursement recording status is the described platform dispute record of " completing " described in the every day, change state is described dispute closed condition, and order status circulates 102006 states; Or Job scans the described platform dispute record in described DHgate examination & verification state described in the every day, directly enter described dispute closed condition to the described platform dispute record that " not being inconsistent with description " & buyer does not produce evidence, order status circulates 102006 states.

In above-mentioned either a program preferably, when being in described dispute closed condition, described buyer holds platform to comprise buyer and holds dispute state circulation figure, and described buyer holds the highlighted display of Dispute Closed state of dispute state circulation figure.

In above-mentioned either a program preferably, under described submission witness state, described seller can click the approve button on described seller's end page face, then eject caution frame " you confirm the partial refund/reimbursement/return of goods reimbursement solution in full agreeing to that buyer proposes? " click is cancelled then ejection layer and is closed; Click described platform dispute when agreeing to operation and check whether this platform dispute record is closed, described inspection comprises inspection database positioning and whether changes to dispute closedown, if, then dialog box prompting " buyer cancels dispute; ask waiting system to close this dispute record ", clicks and determines rear closedown ejection layer; If described buyer does not close dispute, then described platform dispute record enters described ruling executing state.

In above-mentioned either a program preferably, under described submission witness state, described seller's end page face comprises described seller and holds platform dispute state circulation figure, wherein, described seller holds the highlighted display of submission witness state in platform dispute state circulation figure, and the evidence time limit is submitted in prompting to.

In above-mentioned either a program preferably, the described seller's end page face under described Dhgate examination & verification state comprises described seller and holds platform dispute state circulation figure, and described seller holds the highlighted display of state in the Dhgate examination & verification of platform dispute state circulation figure.

In above-mentioned either a program preferably, in described ruling executing state, the execution of described Job comprises the described platform dispute record scanning T-3 day T day, to the dispute that described dispute state provides the sub-state in return of goods address for the described wait seller in described seller's arbitration schemes executing state, trigger letter and mail reminder in seller's end station; Scan the described platform dispute record of T-5 day T day, the described wait seller be in described seller's arbitration schemes executing state is filled in the dispute record of the sub-state in return of goods address, the described DHgate changed in described seller's arbitration schemes executing state carries out, in the sub-state of reimbursement, generating reimbursement record in full; Scanning the described platform dispute record of T-3 day T day, is that the deliver buyer of sub-state of described wait buyer in described seller's arbitration schemes executing state triggers letter and mail reminder in station to dispute state; Scan the described platform dispute record of T-5 day T day, the dispute record of sub-state of delivering to the described wait buyer be in described seller's arbitration schemes executing state, change to described dispute closed condition, order flow forwards described 102006 states to; Scanning the described platform dispute record of T-20 and T-25 day T day, is that the receive record of sub-state of described confirmation in described seller's arbitration schemes executing state triggers seller and to stand interior letter and mail reminder to dispute state; Scan the described platform dispute record of T-30 day T day, to dispute state be described confirmation in described seller's arbitration schemes executing state receive sub-state and dispute do not carry out secondary ruling record to change sub-state be that described Dhgate carries out reimbursement neutron state, and generating a reimbursement record in full, T is the date on the same day.

In above-mentioned either a program preferably, in described ruling executing state, described seller's end page face comprises described seller and holds platform dispute state flow chart, the highlighted display of state during described buyer holds the arbitration schemes of platform dispute state flow chart to perform.

In above-mentioned either a program preferably, the described seller's end page face in described dispute closed condition comprises described seller and holds platform dispute state circulation figure, the highlighted display of state during described seller holds the arbitration schemes in platform dispute state circulation figure to perform.

The present invention also provides ecommerce dissension transact system after sale, and described dispute comprises pp dissension transact module, agreement dissension transact module, Mai Jiaduan, Mai Jiaduan, Dhgate platform, and comprises platform dissension transact module.

In above-mentioned either a program preferably, the precondition of described agreement dissension transact module and the running of described platform dissension transact module does not initiate described pp dissension transact.

In above-mentioned either a program preferably, described platform dissension transact module can be run in the process that described agreement dispute module is run.

In above-mentioned either a program preferably, the functional realiey of described platform dissension transact module comprises the following steps successively:

G. audit time is extended;

H. check whether and reach the extended period, if so, enter step I;

I. Dhgate provides ruling solution;

K. described platform dispute record enters described dispute closed condition;

In above-mentioned either a program preferably, the precondition that described agreement dissension transact and described platform dissension transact module are initiated does not initiate described pp dissension transact.

In above-mentioned either a program preferably, described platform dissension transact module can be initiated in the process of described agreement dispute.

1st step, from dispute system, find dispute order id;

3rd step filters order according to filtercondition.

Terminological interpretation

Job poll: the Job in Eclipse is an encapsulation to Java Thread, provides interface more easily, provide the realization of multitask for we realize multitask.

Trader: trader, can refer to seller and platform.

102006 states: a kind of state that the order producing dispute can enter, mean that dispute is closed, order returns normal order.

UserServiceDelegate class, BuyerUserService class, BuyerUserServiceImpl class, DisouteAction class, RfxOrderServiceDelegate class, OrderListEnterForBuyerVO class, MyOrderService class, IndexAction class, DisouteService class, DisputeOrderDto class: the title being all the different class used in programming.

A method of getRemindList (): IndexAction class.

Accompanying drawing explanation

Fig. 1 is the platform dispute overall flow figure according to one embodiment of the invention ecommerce dissension transact system after sale.

Fig. 2 initiates buyer's end page face schematic diagram under dispute state according to the buyer of an embodiment of Fig. 1 of the present invention.

Fig. 3 is the buyer's end page face schematic diagram submitted to according to the Awaiting Your Evidence of an embodiment of Fig. 1 of the present invention under witness state.

Fig. 4 is buyer's end page face schematic diagram under the Verifying Evidence evidence examination & verification state according to an embodiment of Fig. 1 of the present invention.

Fig. 5 is the buyer's end page face schematic diagram in performing according to the Arbitration in Progress arbitration schemes of an embodiment of Fig. 1 of the present invention under (in full/partial refund) state.

Fig. 6 is the Arbitration in Progress of the embodiment according to Fig. 1 of the present invention---wait for that seller returns goods buyer's end page face schematic diagram under the sub-state in address.

Fig. 7 is the Arbitration in Progress-wait buyer delivery of the embodiment according to Fig. 1 of the present invention

Buyer's end page face schematic diagram under sub-state.

Fig. 8 is the Arbitration in Progress of the embodiment according to Fig. 1 of the present invention---wait for that seller confirms buyer's end page face schematic diagram under sub-state of receiving.

Fig. 9 is the Arbitration in Progress of the embodiment according to Fig. 1 of the present invention---buyer's end page face schematic diagram under DHgate reimbursement neutron state.

Figure 10 is buyer's end page face schematic diagram under the Dispute Closed dispute closed condition according to an embodiment of Fig. 1 of the present invention.

Figure 11 holds dispute state to circulate according to the seller of an embodiment of Fig. 1 of the present invention to illustrate intention.

Figure 12 is buyer's end page face schematic diagram under the submission witness state according to an embodiment of Fig. 1 of the present invention.

Figure 13 is seller's end page face schematic diagram under the DHgate examination & verification state according to an embodiment of Fig. 1 of the present invention.

Figure 14 is the seller's end page face schematic diagram performed according to the arbitration schemes of an embodiment of Fig. 1 of the present invention under (in full/partial refund) state.

Seller's end page face schematic diagram under the sub-state in return of goods address that what Figure 15 was the embodiment according to Fig. 1 of the present invention provide.

Figure 16 to return goods seller's end page face schematic diagram under sub-state according to the wait buyer of an embodiment of Fig. 1 of the present invention.

Figure 17 acknowledges receipt of seller's end page face schematic diagram under goods state really according to an embodiment of Fig. 1 of the present invention.

Figure 18 is seller's end page face schematic diagram under the dispute closed condition according to an embodiment of Fig. 1 of the present invention.

Embodiment

According to a kind of ecommerce of the present invention dissension transact system after sale, illustrate that one according to specific embodiments of the invention Foreign trade electronic commerce dissension transact system after sale below in conjunction with accompanying drawing.

Foreign trade electronic commerce dissension transact system after sale, comprises pp dispute module, for initiating pp dispute; Agreement dispute module, for initiation protocol dispute; Platform dispute module, for initiating platform dispute; Buyer holds, Mai Jiaduan.

When not initiating pp dispute, buyer seller can carry out agreement dispute, and in agreement dispute process, buyer can submit to and upgrade to platform dispute.

Buyer holds:

(Request DHgate Mediation) state is initiated in dispute

The precondition that platform dispute is initiated: buyer does not initiate PP dispute.Concrete operations are:

After buyer clicks request DHgate Mediation, system judges, as this record does not have PP dispute to initiate, then enters the platform dispute page;

Platform dispute is initiated the page page and is comprised Order Number: hyperlink and initiation platform dispute input item, the operation that buyer carries out at the platform dispute initiation page comprises

Select Partial Refund (Enter Amount Requested), the page drop-down display Amount input frame, input refund amount, acquiescence Currency Type USD;

Click reimbursement in full not return goods, drop-down content is packed up before;

Click return of goods reimbursement, freight charges bearer (buyer or seller) are selected in the display of option lower page;

Click submit, platform dispute is successfully initiated, and circulation is to submitting evidence page to; Click cancel, all selections are cancelled, return-list page;

Wherein, dispute reason and return of goods scheme are required item, as non-selected any one, click submit button, the unselected item of anchor point allocation, prompting Please select a dispute reason and what outcome you expect..

Submit evidence (Awaiting Your Evidence) state to

This state precondition is complete dispute reason and the settling entanglements scheme of fill in of buyer, and circulates to this state after successfully submitting to;

Under submission witness state, buyer's end can cancel dispute, and concrete operations are:

When clicking close dispute, there is prompting frame " Are you sure you agree to close this dispute and release the payment to the seller "

After clicking Yes, system judges whether this dispute scheme is agreed to (whether database dispute state is during arbitration schemes performs) by seller, if it is point out " The seller has agreed to your proposal (* * *). DHgate will now proceed. " if. dispute can be cancelled, then enter buyer and initiatively cancel the dispute closedown page.

Click No, then prompting frame is closed;

If this state does not submit evidence to after starting 3, then page prompts, and trigger letter in station, mail;

Under this state, buyer submits to the time limit of evidence in initiation dispute five days, can edit therebetween, delete.

When buyer submits evidence to, describing and fill out with annex is optional, as buyer only have submitted one when submitting to, then occurring following prompt statement when clicking submit:

Please make sure you provided all the available evidence, including pictures and descriptions to support your dispute

Click continue to continue to submit to, click cancel and then get back to the submission evidence page;

Click after continue, upload file place show the document name uploaded and the description of filling in, and after click edit, description frame becomes can editing mode, and occur remove button on the right side of file, user can delete, and continues to upload or revise description content.

If buyer does not submit evidence in three days, then there is prompt statement in content presentation district

Please provide evidence before dd/mm/yyyy. If no response is received before the specified date, any decision may not be in your favor. Note: the date is from initiation dispute (T day)+3 days.

The buyer of the witness state page is submitted to hold the highlighted display of Awaiting Your Evidence state in platform dispute state circulation figure

The dispute of witness state page general introduction district is submitted to comprise: Order Number: hyperlink, Dispute Status:Awaiting Your Evidence, Dispute Reason: display buyer selects reason, if any secondary reason, display, Your Proposal in the lump: the solution (reimbursement of returning goods in this way, show freight charges bearer) that display buyer selects

The vaild evidence signal language of the witness state page is submitted to comprise

The reason selected when initiating dispute according to buyer, the vaild evidence highlight (Useful Information) that display is corresponding:

Reason is Item not as described---About style, the evidence implicates district of brand, handwork

Reason is Item not as described---the evidence implicates district of About size

Reason is Item not as described---the evidence implicates district of About damage problem

Reason is Item not as described---the evidence implicates district of About faulty items not working

Reason is the signal language of Item not received

(Verifying Evidence) state in DHgate examination & verification

The dispute record that this state precondition comprises awaiting your evidence state changed to this state after 5 days;

Or system runs a Job every day, scanning is in the dispute record of state in DHgate examination & verification; Dispute record for " not being inconsistent & buyer with description not produce evidence " directly enters into dispute closed condition, and order carries out 102006 states;

In DHgate examination & verification, the buyer of status page holds the highlighted display of Verifying Evidence state in platform dispute state circulation figure

In DHgate examination & verification, the dispute general introduction district of status page comprises: Order Number: hyperlink, Dispute Status:Verifying Evidence, Dispute Reason: display buyer selects reason, if any secondary reason, display, Your Proposal in the lump: the solution (reimbursement of returning goods in this way, show freight charges bearer) that display buyer selects

In DHgate examination & verification, the state description district of status page comprises signal language

The Note:before date is the time (T day)+5. of circulation to this state

Wherein, when dispute personnel audit true goods in transit after, trader end points hits and extends after audit time, triggers the prompt statement that buyer holds this state description district

(Arbitration in Progress) state during arbitration schemes performs

This state precondition comprises

Buyer proposes a plan, and seller agrees to that rear dispute circulation is to this state;

Or in DHgate examination & verification during state, after system job performs, going to this state for not receiving the dispute recorded stream that goods & seller do not produce evidence, performing according to the solution that buyer proposes;

Or seller does not agree to seller's scheme, both sides put to the proof and circulate to this state after DHgate dispute personnel arbitral review;

During arbitration schemes performs, state comprises sub-state

Wherein, for part/reimbursement two kinds of solutions in full, do not distinguish dealing man and automatically reach or system ruling, all show state (sub-state is hidden) in arbitration schemes execution;

For return of goods reimbursement scheme, during arbitration schemes performs, state is divided into four sub-states, and four sub-states comprise waits for that seller fills in the sub-state of ship-to, waits for that buyer delivers sub-state, waits for that seller confirms to receive sub-state, Dhgate reimbursement neutron state.

Wait for that trigger point that seller fills in the sub-state of ship-to is that Dhgate is when providing arbitration schemes.Wait for that buyer delivers the trigger point of sub-state for after seller fills in return of goods address.Wait for that seller confirms to receive the trigger point of sub-state for after buyer fills in tracking number.The trigger point of Dhgate reimbursement neutron state for seller confirm to receive after or seller exceeds the time limit unconfirmed time.

Wherein, under wait buyer delivers sub-state, buyer did not submit tracking number to after 5 days, then system performs dispute closedown, and dispute enters dispute closed condition, and order enters 102006 states;

During arbitration schemes performs, the buyer of status page holds the highlighted display of Arbitration in Progress state of platform dispute state circulation figure

During arbitration schemes performs, the dispute general introduction district of status page comprises: Order Number: hyperlink, Dispute Status:Arbitration in Progress, Arbitration: as seller agrees to then show the solution that buyer selects, as the scheme (return of goods reimbursement scheme need show freight charges bearer) of ruling then display platform ruling

During arbitration schemes performs, the condition prompting language district of status page comprises

When dealing man reaches and solves following solution, there will be corresponding signal language:

The prompt statement of partial refund

The prompt statement of reimbursement in full

The prompt statement of return of goods reimbursement

Wait for that buyer delivers sub-state

Show view seller ' s address after return of goods reimbursement scheme is in prompt statement to link, click the return of goods address of ejection layer display seller input, ejection layer as shown in Figure 4

Wherein, the Tracking Number in ejection layer is required item

Shipping Method is required item

Upload file is for uploading delivery evidence, and item is filled out in choosing

Comment is English reminding

Wait for that seller confirms to receive sub-state

Trigger point: after buyer fills in Air Way Bill No., enters and waits for that seller confirms state of receiving

DHgate reimbursement neutron state

Trigger point: seller's confirmation is received or unconfirmed receiving of exceeding the time limit after 30 days enters this sub-state

When DRC provides arbitration result, corresponding signal language:

Arbitration is in full/partial refund scheme/for the dispute not receiving goods & seller and do not produce evidence, and the word that when system flow forwards this state to, attached use is same

DHgate is now processing your refund. Thanks for your patience.

Arbitration return of goods reimbursement scheme

Wait for that seller fills in the sub-state in return of goods address

Trigger point: after the reimbursement of the ruling return of goods, buyer holds the sub-state of dispute

Click view seller ' s address and show return of goods address, the samely not repeat.

Wait for that buyer delivers sub-state

Trigger point: after seller fills in return of goods address, buyer holds circulation to this state

Wait for that seller confirms to receive sub-state

Trigger point: after buyer fills in Air Way Bill No., circulation is to this state

DHgate reimbursement process neutron state

Trigger point: seller confirm receive after/seller after 30 days the & of receiving dispute unconfirmed do not carry out secondary ruling

(Dispute Closed) state is closed in dispute

This dispute is closed condition and is comprised:

Under DHgate examination & verification state: system scan is not inconsistent the dispute record that & buyer do not produce evidence and directly enters dispute closed condition with describing, order status circulates 102006 states;

Dispute personnel ruling is made loans after (secondary ruling is made loans), and dispute is closed, and order status circulates 102006 states;

After financial staff has operated reimbursement, reimbursement record becomes after completion status, and dispute is closed, and the order flow of partial refund forwards 102006 states to;

Return of goods reimbursement scheme---wait for the dispute closedown after 5 days of buyer's delivery state, order flow forwards 102006 states to

Buyer initiates pp claim dispute, and when platform dispute does not generate reimbursement record in full, platform dispute is closed;

In system, Job scans dispute state be every day " during arbitration schemes performs " and reimbursement recording status be the dispute record of " completing ", changes dispute state for closedown, order status circulates 102006 states;

In system, Job to scan the dispute record that dispute state is state in DHgate examination & verification every day, directly enters dispute closed condition to the dispute record that " not being inconsistent with description " & buyer does not produce evidence, and order status circulates 102006 states;

The buyer of the dispute closed condition page holds the highlighted display of Dispute Closed state of platform dispute state circulation figure

The dispute general introduction district of the dispute closed condition page comprises

Order Number: hyperlink

Dispute Status: Dispute Closed

Dispute Reason：****

Arbitration: the solution that display is corresponding

Note: if the dispute of secondary ruling, then show the settling entanglements scheme of secondary ruling

The condition prompting language district of the dispute closed condition page comprises: reimbursement scheme in full closes signal language, partial refund scheme closes signal language, return of goods reimbursement scheme closes signal language

Seller holds

Seller submits witness state to

This state precondition comprises that buyer is complete fill in dispute reason and settling entanglements scheme, and after successfully submitting to, seller holds generation dispute record, and shows this state;

Wherein, under this state, seller can click approve button, then eject caution frame " you confirm the partial refund/reimbursement/return of goods reimbursement solution in full agreeing to that buyer proposes? click and cancel then ejection layer and close; Click this dispute record of systems inspection when agreeing to operation to be closed (database positioning changes to dispute and closes)?

(1) if it is dialog box prompting " buyer cancels dispute, asks waiting system to close this dispute record ", clicks and determines rear closedown ejection layer;

(2) if buyer does not close dispute, then the page in page jump to arbitration schemes execution

Note: different according to solution, points out different solution contents

Seller submits to the seller of the witness state page to hold the highlighted display of submission witness state of platform dispute state circulation figure, and the evidence time limit is submitted in prompting to

Seller submits to the dispute of witness state page general introduction district to comprise: O/No., dispute state, dispute reason

Seller submits to the scheme of the witness state page and evidence areas to comprise signal language:

Under seller submits witness state to, evidence is uploaded region and can be filled in descriptor and upload evidence, and 2 can select

As both do not filled in description, also do not have subpoena certificate, when clicking submission, information is as follows: " please fill in descriptor or submit to after uploading evidence.”

Seller ejects uploading control after clicking and uploading, and after uploading evidence, hyperlink display has passed to obtain instrument of evidence list, and click can preview, can delete;

After seller clicks submission, show the listed files uploaded, describe the content that in frame, display has been added;

Uploading evidence form is JPG/GIF/RAR/PDF/DOC/DOCX/TXT

The evidence uploaded can add in 5 days, deletes, revise description, does not allow amendment, check only after 5 days;

If seller does not produce evidence in 3 days, then system is reminded on the 4th: due to the Operation system setting time limit, would you please provide vaild evidence as early as possible before YYYY/MM/DD day.

Note: the date is that dispute circulation was to+5 days submit state reason days

State in DHgate examination & verification

This state precondition comprises waits for that you submit to the record of witness state after 5 days, circulates to this state;

It is wait for that you submit the dispute record of evidence to that the Job of system to scan T-5 day dispute state every day, and changed to state in DHgate examination & verification, T is the scanning date on the same day.

The highlighted display of state during the seller of status page holds the DHgate in platform dispute state circulation figure to audit in DHgate examination & verification

DHgate examination & verification in status page dispute general introduction district comprise: O/No.: hyperlink, dispute state: DHgate examination & verification in, dispute reason: display buyer submit to dispute reason

In DHgate examination & verification, the state description district of status page comprises

The evidence that you submit to is audited by Resolution Center, please bear with.

State during arbitration schemes performs

This state precondition comprises

DHgate dispute personnel arbitral review by rear circulation to this state;

Seller circulates to this state after clicking the solution agreeing to that buyer proposes;

In DHgate examination & verification under state: system audit does not receive dispute that goods & seller do not produce evidence and to circulate this state

In arbitration schemes performs under state, only there is " arbitration schemes perform in " good working condition when precondition to be DHgate dispute personnel arbitral review by rear and arbitration schemes be reimbursement in full and partial refund scheme, have 4 sub-states for during return of goods reimbursement scheme;

, or when precondition be seller click the solution of agreeing to that buyer proposes and the solution that buyer proposes be reimbursement in full and partial refund scheme time only have " arbitration schemes perform in " good working condition, have 4 sub-states for during return of goods reimbursement scheme;

Four sub-states that reimbursement solution of returning goods under state during arbitration schemes performs is corresponding

In ruling performs under state, the operation that the Job of system carries out comprises

Scan T-3 day platform dispute record T day, to dispute state for arbitration schemes perform in-wait for that seller provides the dispute of the sub-state in return of goods address, trigger letter and mail reminder in seller's end station;

Scan T-5 day platform dispute record T day, to be in arbitration schemes perform in-wait for that seller fills in the dispute record of return of goods address, change to arbitration schemes perform in-DHgate reimbursement in, generate reimbursement record in full;

Scan T-3 day platform dispute record T day, to dispute state be during arbitration schemes performs-wait for that the deliver buyer of sub-state of buyer triggers letter and mail reminder in station; U u

Scan T-5 day platform dispute record T day, to be in arbitration schemes perform in-wait for buyer delivery dispute record, change to dispute close, order flow forwards 102006 states to;

Scan T-20 and T-25 day platform dispute record T day, to dispute state be during arbitration schemes performs-record of the sub-state that confirms to receive triggers seller and to stand interior letter and mail reminder;

Scan T-30 day platform dispute record T day, to dispute state be during arbitration schemes performs-confirm to receive sub-state and dispute do not carry out secondary ruling record to change sub-state be in DHgate reimbursement, and generate a reimbursement record in full

The highlighted display of state during the seller of status page holds the arbitration schemes in platform dispute state circulation figure to perform during arbitration schemes performs

Arbitration schemes perform in status page dispute general introduction district comprise: O/No.: hyperlink, dispute state: DHgate examination & verification in, dispute reason: display buyer submit to dispute reason, arbitration schemes: (as return of goods reimbursement need show freight charges bearer)

During arbitration schemes performs, the state description district of status page comprises signal language,

Wherein, if seller agrees to buyer's scheme, for different solutions, displaying contents is as follows

Partial refund: arbitration schemes partial refund $ * * * *

Reimbursement in full: arbitration schemes reimbursement $ in full * * * *

Return of goods reimbursement

Wherein, in wait, you provide in the sub-state in return of goods address, and signal language is: arbitration schemes: return of goods reimbursement---return of goods address is provided

You agree to the solution of the return of goods reimbursement that buyer provides, and Resolution Center will perform by it.Would you please provide detailed English return of goods address before YYYY-MM-DD day

Wherein the date provides at+5 days return of goods address state day for record changes to.

In wait, you provide in the sub-state in return of goods address, as seller did not fill in return of goods reimbursement address, then and page display " link of newly-increased return of goods address ";

As seller preserved this part of return of goods reimbursement address call data arrange in the information of return of goods address management section;

Wait for that you provide in the sub-status page in return of goods address, confirm that display format is as follows with the return of goods address information that the form of radio list display seller has filled in below ship-to:

Better address city province or municipality directly under the Central Government's national post system coding (name of contact person telephone number)

After seller uses other address link clicks, ejection layer adds new address, and after adding, before this address of acquiescence, radio is selected state;

As three days do not provide return of goods address, trigger letter and mail reminder seller in station, wait for that you provide return of goods address sub-status page prompting simultaneously, word is as follows: due to the Operation system setting time limit, would you please provide return of goods address as early as possible before YY/MM/DD, as zero-address provides, system will perform reimbursement in full, and buyer will not return goods.

Note: the date is that dispute becomes at+5 days this state day

In wait, buyer returns goods in sub-state, signal language: arbitration schemes: return of goods refund amount 500 thanks to your cooperation, and buyer in YY/MM/DD prerequisite for return of goods odd numbers, please will bear with.

Date is that dispute becomes at+5 days this state day

Receive in sub-state in confirmation, signal language: arbitration schemes: return of goods refund amount $ 500 freight charges bearer: buyer, buyer has returned goods and have submitted Air Way Bill No.: * * * * * * *, for " * * * * ", as you, ((before 2011-02-11 day) still unconfirmed receives Shipping Method in 30 days, by acquiescence, you receive goods to system, and will perform reimbursement.As there being any problem wherein, Resolution Center please be contact.

Note: the date is that dispute becomes at+30 days this state day

Under sub-state is received in confirmation, seller enters DHgate and audits neutron state after clicking " confirmation is received " button

Receive under sub-state in confirmation, within after the sub-state that confirms to receive+20/25 day, still unconfirmedly to receive, occur information

Under DHgate audits neutron state, there is signal language.

If DHgate platform ruling arbitration schemes, for different schemes, show different signal language

Partial refund signal language.

Reimbursement signal language in full.

Return of goods reimbursement signal language.

Wherein, in wait, you provide in the sub-state in return of goods address, and signal language is: the reimbursement of the arbitration schemes return of goods---and provide return of goods address, you agree to the solution of the return of goods reimbursement that buyer provides, and Resolution Center will perform by it.Would you please provide detailed English return of goods address before YYYY-MM-DD day

Note: the date is that dispute becomes at+5 days this state day

In wait, buyer returns goods in sub-state

Signal language: arbitration schemes: return of goods refund amount $ 500

Thank to your cooperation, buyer in YY/MM/DD prerequisite for return of goods odd numbers, please will bear with.

Date is that dispute becomes at+5 days this state day

Confirm to receive sub-state, signal language: arbitration schemes: return of goods refund amount $ 500 freight charges bearer: buyer

Buyer has returned goods and have submitted Air Way Bill No.: * * * * * * *, and for " * * * * ", as you, ((before 2011-02-11 day) still unconfirmed receives Shipping Method, and by acquiescence, you have received goods to system, and will perform reimbursement in 30 days.As there being any problem wherein, Resolution Center please be contact.

Note: the date is that dispute becomes at+30 days this state day

Receive under sub-state in confirmation, within after the sub-state that confirms to receive+20/25 day, unconfirmedly to receive, information: buyer provides return of goods odd numbers, woulds you please actively check return of goods state, is confirmed whether the return package receiving buyer simultaneously

Under DHgate reimbursement neutron state

Signal language: you have confirmed to receive, system is being that this order performs reimbursement, thanks to your cooperation.

(Dispute Closed) state is closed in dispute

Dispute closed condition precondition comprises

Under DHgate examination & verification state: system scan is not inconsistent the dispute record that & buyer do not produce evidence and directly enters dispute closed condition with describing, and order flow goes to 102006 states; Dispute personnel ruling circulates after making loans and arrives dispute closed condition, and order enters 102006 states; After financial staff operates reimbursement, (reimbursement state become complete) dispute is closed, and the dispute order of partial refund enters 102006 states; During arbitration schemes performs, after waiting for that buyer's delivery state stops 5, dispute is closed, and order is to entering 102006 states; Buyer initiates PayPal dispute, and platform dispute does not generate reimbursement record in full, and dispute is closed.

Dispute close the seller of the page hold the arbitration schemes in platform dispute state circulation figure to perform in the highlighted display of state

The dispute general introduction district that the page is closed in dispute comprises: O/No.: hyperlink, dispute state: dispute closedown, dispute reason: the dispute reason that display buyer submits to

The signal language that the state description district of the page is closed in dispute comprises: partial refund scheme closes signal language, and reimbursement scheme in full closes signal language.

Claims

1. an ecommerce dissension transact method after sale, described dispute comprises pp dissension transact and agreement dissension transact, it is characterized in that, the method relates to buyer's end, Mai Jiaduan, Dhgate platform, and comprises platform dissension transact.

2. ecommerce dissension transact method after sale as claimed in claim 1, it is characterized in that, described platform dissension transact relates to the platform dispute page, buyer's end page face, seller's end page face, buyer holds platform dispute state circulation figure, seller holds platform dispute state circulation figure, platform dispute record, Job poll, Trader user operates in the tool, described platform dispute record comprises dispute and initiates state, submit witness state to, DHgate audits state, arbitration schemes executing state, dispute closed condition, extend audit time state, , described Job poll and described Trader user operate in the tool, be summed up as different events, described platform dissension transact triggers according to described event, drive State Transferring, different states, different operation behaviors can be had.

3. ecommerce dissension transact method after sale as claimed in claim 2, it is characterized in that, described platform dissension transact comprises the following steps successively:

E. described platform dispute record enters described DHgate examination & verification state, if examination & verification is not for being inconsistent the described platform dispute record of not producing evidence with buyer with description, enters step K, if auditing is that buyer does not receive goods and seller does not produce evidence, enters step J;

G. audit time is extended;

H. check whether and reach the extended period, if so, enter step I;

I.Dhgate provides ruling solution;

K. described platform dispute record enters described dispute closed condition.

4. ecommerce dissension transact method after sale as claimed in claim 3, is characterized in that, upgrade operation that dispute needs of described buyer comprises and fills in buyer and select dispute reason and settling entanglements scheme.

5. ecommerce dissension transact method after sale as claimed in claim 4, it is characterized in that, described settling entanglements scheme comprises partial refund, reimbursement in full and return of goods reimbursement.

6. ecommerce dissension transact method after sale as claimed in claim 5, is characterized in that, the precondition that described agreement dissension transact and described platform dissension transact are initiated does not initiate described pp dissension transact.

7. ecommerce dissension transact system after sale, described dispute comprises pp dissension transact module and agreement dissension transact module, it is characterized in that, this system relates to buyer's end, Mai Jiaduan, Dhgate platform, and comprises platform dissension transact module.

8. ecommerce dissension transact system after sale as claimed in claim 6, is characterized in that, the precondition of described agreement dissension transact module and the running of described platform dissension transact module does not initiate described pp dissension transact.

9. ecommerce dissension transact system after sale as claimed in claim 7, is characterized in that, can run described platform dissension transact module in the process that described agreement dispute module is run.

10. ecommerce dissension transact system after sale as claimed in claim 8, it is characterized in that, the functional realiey of described platform dissension transact module comprises the following steps successively:

G. audit time is extended;

H. check whether and reach the extended period, if so, enter step I;

I.Dhgate provides ruling solution;

K. described platform dispute record enters described dispute closed condition.