Authenticity Guarantee is a customer guarantee service of WTuan.com.
Merchants in the WTuan.com mall sell genuine products. Merchants are not allowed to sell fake and non-original products. Once found to be selling fake or non-original products, WTuan.com has the right to terminate the agreement with the merchant immediately and make advance refund payment.
The definition of “advance payment”: When a buyer of WTuan.com conducts a transaction with a seller who has signed a “customer protection service agreement”, if the transaction causes damage to the buyer’s rights and if the buyer directly requests the seller to deal with the complaint but unsuccessful situation, the buyer has the right to initiate a complaint against the seller to WTuan.com after the transaction is successful, and submit a request for compensation. When WTuan.com determines that the buyer's compensation request is established in accordance with relevant rules, it has the right to directly deduct the corresponding amount and refund the buyer.
Merchants in the WTuan.com mall have signed the "Customer Guarantee Service Agreement" and promised to provide "Authenticity Guarantee" service.
Rule
This service rule currently applies to WTuan.com mall.
The "Authenticity Guarantee" service of customer protection service refers to a guarantee provided to buyers by merchants of WTuan.com Mall (hereinafter referred to as "merchants") using the technical support and services provided by WTuan.com. The merchants must perform the service obligations stipulated in these rules, otherwise the merchant constitutes a breach of contract, and WTuan.com has the right to terminate the "WTuan.com B2C Service Agreement" and the "WTuan.com B2C Service Terms" (hereinafter collectively referred to as "Agreement").
Meaning
According to the "WTuan.com B2C Service Agreement" and "WTuan.com B2C Service Terms", merchants are not allowed to sell fake and non-original products. Once they are found to sell fake or non-original products, WTuan.com will have Right to terminate the agreement immediately.
"Authenticity Guarantee" service is the service content that merchants must undertake. Specifically, when a buyer of WTuan.com purchases a merchant’s products from WTuan.com, if the buyer believes that the purchased products are fake, they have the right to follow these rules to initiate a complaint against the merchant to WTuan.com and apply for the "Authenticity Guarantee" compensation within 14 days after the transaction is successful. The compensation amount that can be applied for is limited to 1 times the actual price of the product paid by the buyer plus postage. Some special category goods (such as Food) compensation methods, if the compensation standards stipulated by relevant national laws and regulations are higher than these rules, the laws and regulations shall prevail.
Claim Request
Condition
1. The buyer's claim for compensation is in compliance with the relevant laws and regulations in form;
2. The amount of compensation application is only limited to 1 times the price of the products actually paid by the buyer plus postage. The compensation methods for some special categories (such as food) are subject to relevant national laws and regulations.
3. The buyer's request for "Authenticity Guarantee" compensation should be made within 14 days after the transaction is successful.
Process
1. Under the premise of meeting the conditions, the buyer can directly initiate a claim for "Authenticity Guarantee" to WTuan.com through the "Return and Complaint" at the bottom of the website and indicate the reason;
2. After receiving the buyer's "Authenticity Guarantee" compensation request, WTuan.com has the right to request the two parties to provide the necessary proofs, and confirm and determine according to the coordination situation;
3. When WTuan.com determines that the buyer's "Authenticity Guarantee" compensation request is established in accordance with relevant rules, it has the right to directly deduct the merchant's balance to refund the buyer, and refund the corresponding points used by the buyer to purchase the product.
Handling Method
1. After WTuan.com accepts the buyer's "Authenticity Guarantee" compensation request, the merchant shall actively cooperate and provide relevant information within the specified time according to the requirements of WTuan.com;
2. If the merchant can effectively prove that the product is the original authentic product, WTuan.com will reject the buyer's "Authenticity Guarantee" compensation request;
3. If the merchant fails to provide the relevant information within the specified time or the relevant information provided is obviously invalid, WTuan.com has the right to directly deduct the merchant's balance to refund the buyer; at the same time, WTuan.com have the right to terminate the "WTuan.com B2C Service Agreement" and "Customer Guarantee Service Agreement" with the merchant in accordance with the agreement;
4. Merchants shall not voluntarily withdraw from the service. WTuan.com has the right to deal with compensation request caused by transactions that occurred before the merchant withdraws from WTuan.com.