Dispute Resolution Rules

Scope of application

This rule applies to the settlement of online order trade disputes between buyers and sellers on the okyoo platform. Buyers and sellers can apply for okyoo to provide online dispute mediation services. Okyoo will apply this rule to make mediation decisions. If there are other special regulations on the okyoo platform, those regulations shall prevail.

Dispute acceptance

Okyoo has the right to decide whether to accept the application for mediation including but not limited to the following situations, the buyer and the seller can resolve the dispute through other channels on their own:

(1) Any party fails to initiate an application for dispute mediation within the acceptance period;

(2) After the buyer and the seller have reached a settlement agreement through their own negotiation and have performed it, a dispute arises after one or both parties repent;

(3) malicious collusion between the buyer and seller, using the okyoo.com platform to conduct false transactions or other illegal acts;

(4) The transaction has been refunded, and a dispute arises because the seller needs to retrieve the goods;

(5) Except for the circumstances stipulated in these rules, if any party claims to exceed the transaction-related expenses (inspection fees, freight charges, bank fees) other than the amount of compensation;

(6) The okyoo platform cannot accept the application based on the evidence provided by both parties;

(7) If there are special provisions in these rules for other inadmissible situations, those provisions shall prevail.

The okyoo platform has reasons to suspect that the dispute is suspected of fraud (including but not limited to cases of apparent malicious non-performance or evasion of debt, such as false delivery, serious inferiority, large quantities of wrong products, etc.) or other circumstances that the okyoo platform deems necessary, The actual time limit is extended or no time limit is set.

Rulings and penalties

After accepting the application, the okyoo platform will make a ruling based on the evidence submitted by the complaining parties according to the following principles.

3.1 The buyer and the seller shall provide evidence of their claim or defense within 3 working days after initiating the dispute mediation or receiving the notice of Alibaba’s relevant mediation, and shall provide their respective truthfulness, completeness and relevance to the submitted evidence. And legality. The okyoo platform has the right to obtain the required evidence on its own or from a third party as needed, and to make the determination of dispute liability and mediation decisions based on the ordinary people’s cognitive standards and international trade practices. If any party to the dispute fails to submit the evidence materials within the prescribed time, although it does not fully explain its claims, or there is a situation of alteration, falsification, or alteration of the evidence materials, the okyoo platform has the right to directly decide the dispute.

3.2 The content of the communication between the buyer and the seller through the okyoo platform will serve as an effective basis for handling the dispute. The communication between the two parties through other communication methods (including but not limited to offline written contracts, telephone, email, third-party instant chat tools, etc.) Content, unless both the buyer and the seller explicitly recognize its authenticity and validity, the okyoo platform will not use it as a basis for mediating transaction disputes.

The punishment of okyoo platform does not exempt the buyers and sellers from the compensation and all other liabilities that should be borne by the buyers and sellers in accordance with laws and regulations, other agreements between the buyers and sellers, and the contract between the buyers and sellers and the okyoo platform.

3.3 If the content of the communication between the buyer and the seller, the content of the offline contract and the content of the transaction contract are inconsistent, if there is no special agreement between the buyer and the seller, the validity of the agreed content after the formation time shall take precedence.

3.4 If the buyer and the seller have agreed on liquidated damages or compensation clauses in the transaction contract or communication, if one party breaches the contract and the other party claims liquidated damages or compensation for actual losses, the okyoo platform will support its claim for liquidated damages or compensation for actual losses. If such liquidated damages or compensation is inconsistent with the provisions of the Alibaba International Station rules, the higher principle shall be adopted.

3.5 In the dispute mediation process, if the complaining party is willing to withdraw the complaint after the buyer and the seller agree, the okyoo platform has the right to waive the punishment of the complained party, but the complainant’s withdrawal of the complaint due to inappropriate ways such as inducement, threats, intimidation, etc. , Or other cases where the okyoo platform deems it inappropriate to exempt.

3.6 The okyoo platform reserves the right to enforce settlement of transaction disputes. According to the okyoo platform ruling, if the seller violates the rules, the okyoo platform will give warnings, place an order, freeze the account, and other punishment measures; in particularly serious cases, the okyoo platform has the right to unilaterally cancel the contract, close the account, and do not refund the remaining service fees. See the attachment for the specific types of disputes involving buyer violations.

Attachment: types of disputes caused by seller violations

Dispute Category

Disputes Event


1, The customer did not receive the goods

1.1 The customer has paid but did not receive the goods / the supplier received money but did not ship

As of the date of acceptance of the complaint, the respondent had received the money but did not ship it. Suppliers take responsibility.

1, The customer did not receive the goods

1.2 False delivery

The respondent has received the payment, but provided a false delivery certificate, and the complainant did not receive the goods. supplier is responsible.

1, The customer did not receive the goods

1.3 Returns but no refunds

After the two parties have reached consensus on the complainant’s return, the respondent will not resolve it (refusal of reshipment, refusal of refund, unreasonable delay, failure to contact, etc.). supplier is responsible.

1, The customer did not receive the goods

1.4 Other

The respondent has delivered the goods, but the goods were lost or returned due to the reason of the respondent, so the complainant could not receive the goods as of the date of acceptance of the complaint. supplier is responsible.

2. Quality

2.1 Serious quality issues

The material, content, category, safety standard, etc. of the goods received by the complaining party are obviously inconsistent with the agreement, or the main functions of the goods are missing or completely unusable. supplier is responsible.

2. Quality

2.2 Defective items

The goods received by the complaining party have relatively minor quality problems, which do not meet the agreed standards, but do not affect the use or have no obvious harm. The two sides resolved through negotiation.

2. Quality

3. False products

The goods received by the complaining party do not belong to the products of the agreed nature or brand, or the respondent fails to provide the brand authorization or its own brand certificate. supplier takes responsibility.

Malicious behavior

4.Malicious Complaints

If one party has no reasonable reason, it is untenable to initiate multiple disputes (> = 2 times for the same respondent)

Malicious behavior

5.Malicious harassment

The complained party has repeatedly (for the same complaining party> = 2 times), issued improper remarks, threats, slander, defamation, abuse, etc. to the other party, or contacted the other party maliciously many times in the short term.

Other Disputes

6. Loss disputes caused by incorrect SKU information setting

Loss disputes caused by the respondent due to incorrect SKU information settings, such as loss disputes due to product descriptions, prices (including shipping costs), etc. supplier takes responsibility.

Other Disputes

7.Disputes caused by non-conformity of delivery place

The loss caused by the seller to execute the order without the buyer’s permission to use a different shipping place than the buyer choose when placing the order. supplier takes responsibility.

Other Disputes

8.Other disputes

The respondent temporarily changed the freight / logistics / delivery period or incurred other costs without the consent of the complainant; the platform will not deal with the loss caused by the first delivery.

Other Disputes

9. After-sales disputes

The respondent did not perform the agreed after-sales service or did not perform the agreed commitments. Supplier assumes responsibility.

In addition to the above, if the seller has any other behavior that violates the principles of good faith transactions, legal compliance, etc., the okyoo platform has the right to deal with the complained party’s fault and the loss of the complainant.

Termination of mediation process

If one of the following situations occurs during the mediation of a transaction dispute, Okyoo has the right to terminate the dispute mediation process:

(1) The dispute does not fall within the scope of acceptance provided for in these rules and exceeds the acceptance period prescribed in these rules;

(2) A party applying for dispute mediation requests cancellation of the application;

(3) the dispute in question has already reached an effective ruling by an arbitration agency with jurisdiction;

(4) Both the buyer and the seller have agreed to handle the dispute by themselves through negotiation;

(5) Either party informs Okyoo that the dispute has been submitted to a competent arbitration agency for ruling or the parties have agreed to submit the dispute to another cross-border trade dispute settlement agency for processing;

(6) Disputes arising from the purchase of credit card, debit card and other payment methods by the buyer. For example, when applying for dispute resolution by okyoo, the buyer shall also apply to the payment card issuer for the payment of the goods under the disputed transaction.