"Change of Mind" Returns

What are "Change of Mind" returns

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These are returns when a customer selects "Change of Mind" as their return reason. This return reason is only available for eligible products (these products will have a label on the Product Detail Page), and requests must be made within the stipulated timeframes. Sellers are required to approve all such requests as long as the product is in resellable condition.
❗ Important

• These returns do not impact your shop performance metrics (such as shop rating, review rates etc.) and will not lead to any enforcement from us.
• You will not bear the cost of forward and return shipping.
• This policy is in addition to any potential rights and obligations you (or the Buyer) may have under applicable local laws. Please seek independent legal advice as necessary to ensure you are complying with all applicable local laws

When can Sellers reject a "Change of Mind" return?

Sellers may be required to review these return requests either at the request stage or after receiving the returned item.
Sellers may reject a return only if one or more of the following conditions are met:

• Upon initial request: The evidence provided shows that the product does not meet the return criteria.
• Upon product return: The product does not meet the return criteria.

Invalid rejections

Sellers must not reject returns unreasonably, including but not limited to the following scenarios:

• Incorrectly applying “Change of Mind” return eligibility by using criteria beyond the platform’s non-eligibility list, including reliance on seller-defined policies.
• Rejecting a return even though:
  • The evidence provided at the request stage is acceptable
  • The returned item meets the required return condition.

Unreasonable rejection of returns may result in enforcement actions, including but not limited to buyer compensation.

Frequently Asked Questions

When may customers request "Change of Mind" returns?

• Mall sellers: 30 calendar days after the product has been delivered
• Non-mall sellers: 15 calendar days after the product has been delivered

How will the platform protect sellers against fraudulent or malicious returns?

• If customers have been found to be abusing these returns, we may prevent such customers from using this feature for future orders.
• If you suspect that a customer may be using the "Change of Mind" return reason maliciously, you may raise your concerns to our customer service team.

Can I raise an appeal if the product has been returned in poor condition?

• You can raise an appeal to us through the Seller Center. The appeal period depends on the return shipping method:
  • For returns that were dropped off, picked up, or self-arranged with tracking: 2 working days. from the day the seller receives the return item.
  • For returns that were self-arranged without tracking: 14 calendar days from the day the customer ships out the return item.
• We will provide an update within 3-7 calendar days.

What products are ineligible for "Change of Mind" returns?

What criteria must products meet to be eligible for "Change of Mind"

returns ?
The product must meet the following criteria:

• The return must be requested within the platform's specified return period.
• If customers select "Change of Mind" as their return reason, but the product's condition does not meet the above conditions, you have the right to refuse the return of the goods and file an appeal with us. This can be done by selecting "Appeal" within the Manage Returns/Refunds page on the Seller Center.

How will customers know if a product is eligible for a "Change of Mind"

return and refund?

• Customers will find a "Change of Mind" label under the Return Policy section of the Product Detail Page.
  

COM UI by country

What should I do when a customer raises such a return request?

• Review the attached image accompanying the return request to verify if the product condition meets return standards.
• Communicate with the customer through the "Chat with buyer" feature if additional information or a clearer depiction of the item is required.
• Approve or reject return requests within 1 working day .
  • Provide detailed and clear reasons for rejecting a customer’s request.

How can I raise appeal in seller center?

• You may raise an appeal if the items are not returned in the condition listed above.
  • Provide strong evidence: eg. Unboxing video of returned item, showing outer package and item condition
• You may initiate an appeal within the following timelines:
  • For returns that were dropped off, picked up, or self-arranged with tracking: 1 working day from the day the seller receives the return item
  • For returns that were self-arranged without tracking: 14 calendar days from the day the customer ships out the return item.

What documentation do I need when raising an appeal against items returned in poor condition?

If the returned item does not meet the criteria mentioned above, please provide the following documentation to aid us in our decision-making process:

• Photos of the product receipt
• Photos of the product packaging
• Unboxing videos (optional)
• A description of the problem or concern with the returned item