1. Buyers cannot view cloud tags. Cloud tags are a tool for marking scenarios where merchants may be subject to malicious attacks.

2. Cloud tags are a tool for marking malicious buyers to prevent merchants from being attacked again. If you don’t receive a call from the same Taobao seller, it probably means it’s not cloud-tagged.

3. Cloud tag is a free rights protection tool provided by the platform to merchants. When a merchant confirms that it has been attacked by a malicious behavior, it can feedback to the platform through marking. After receiving the feedback from the merchant about the malicious behavior, the platform will make a determination based on the platform's own big data. If the marking is determined, it will start to review the transaction. Comprehensive protection of orders and corresponding disposition based on the buyer’s malicious behavior!

Cloud tags are useful for: Taobao and Tmall sellers; payment fee: free; acquisition method: passing the cloud tag exam. Extended information

Analysis of Cloud Tag Marking Scenarios: Malicious Refunds: 7 Tags in Buyer Refund Marking Scenarios

1. Return of Few Pieces

(1) Scenario explanation: The quantity of goods returned by the buyer is different from the actual quantity sent, including empty packages;

(2) Notes: Under the premise of meeting the above scenario conditions, an abnormal situation occurs You need to try to contact and communicate with the buyer first, and then proceed to scene marking after multiple unsuccessful attempts. This does not include the situation where the buyer places multiple orders and sends them back separately.

(3) Scenario example: The buyer placed 5 orders (including 5 items) in the seller’s store, and subsequently applied for returns and refunds on the grounds that they did not like them, and informed the seller to send them in one package. , filled in the same return order number in 5 refund applications, the seller received and unpacked the package, and found that there was only 1 item in the package.

2. Return and exchange of packages

(1) Scenario explanation: The goods returned by the buyer are not the goods actually sent by the merchant, including returned high imitations, inconsistent returned goods, etc.;

(2) Notes: Under the premise that the above scene conditions are met, if an abnormality occurs, you must first try to contact the buyer, and then proceed to scene marking after repeated attempts to contact without success;

(3 ) Scenario example:

① The buyer purchased brand A shoes from the seller’s store, then applied for a return and refund on the grounds that he did not like them, and sent back the same high imitation shoes.

②? The buyer uses two accounts, A and B, to purchase goods in the seller’s store. A purchased product 1 and B purchased product 2. Both products 1 and 2 are dresses with similar appearance, but the price of product 1 Much higher than product 2. Subsequently, A applied for a return and refund on the grounds that the seller sent the wrong product. The returned product was product 2 purchased by B.

3. The return information is false

(1) Scenario explanation: The return logistics information filled in by the buyer is false, and the return logistics order number included is wrong or has been used. The receipt address for this refund is not the delivery address provided by the seller, an envelope is used, parts within the courier company, etc., and the courier order number has no circulation information, etc. ?

(2) Note: Under the premise that the above scene conditions are met, if an abnormal situation occurs, you must first try to contact the buyer. After multiple attempts to contact the buyer without success, you can proceed to scene marking.

(3) Scenario example:?

①Sub-scenario: The receipt address for the refund is not the delivery address provided by the seller

Example: one person The buyer purchased a product from Merchant A's store, then applied for a return and refund on the grounds that he did not like it, and filled in the logistics order number. After 3 days, the seller has not received the return. If contacting the buyer fails, contact the courier. The company learned that the logistics return address was not the seller’s address at all and had been signed for half a month ago.

②Sub-scenario: Return using envelopes

Example: The buyer purchased a product from the seller’s store and requested a return and refund. After filling in the logistics order number, the buyer returned the product a week later. I did not receive the express package and contacted the logistics company. The logistics company said that the package was in an envelope and failed to contact the buyer.

③Sub-scenario: The return logistics order number has been used

Example: The buyer uses two accounts ab to purchase the same product from the same seller's store, and after receiving the goods, contact account a When the seller returns the goods, there is no online process. The order number is informed offline, and the seller successfully refunds the goods after receiving the goods. Then b directly initiated a return and refund online without contacting the seller, and used the return order number of the previous account a to apply for a refund.

4. Improperly obtaining freight insurance

(1) Scenario explanation: After the seller clicks to ship, the actual buyer has not yet received it, and the buyer immediately applies for a refund and returns, providing false The actual purpose of the return form is to obtain freight insurance compensation for the order.

(2) Notes: Provided that the above scene conditions are met, if an abnormal situation occurs, you must first try to contact the buyer, and then proceed to scene marking after repeated attempts to contact without success;

< p>(3) Scenario example: The buyer takes a picture of a product that includes freight insurance. As soon as the seller clicks to ship the product, the buyer applies for a return and refund of the goods received, and directly fills in the delivery courier number in the return order number column. The seller agrees to refund if contacting the buyer fails.

5. Returns do not meet the criteria of "goods in good condition"

(1) Scenario explanation: Buyers frequently apply for 7-day no-reason returns, but the returned goods do not meet the "goods in good condition" standard.

Standard hyperlinks for goods in good condition (distinguish between Bazaar and Tmall)

①Seven-day no-reason return specification for Bazaar

②Tmall seven-day no-reason return and exchange specification

(2) Scenario example: The buyer purchases a down jacket. After wearing it for a week, the product has obvious signs of use (obvious stains, washing, tags have been torn off, etc.), and applies for a 7-day no-reason return. At this time, the product is no longer available. If it no longer meets the "goods in good condition" standard, buyers will no longer be able to support buyers' unreasonable appeals for 7 days.

6. Refund only for goods received

(1) Scenario explanation: The buyer has actually received the goods, but initiates a refund only for goods not received, and multiple times Modify the agreement without real intention to purchase.

(2) Notes: Under the premise that the above scene conditions are met, if an abnormality occurs, you must first try to contact the buyer, and then proceed to scene marking after multiple unsuccessful contacts

(3) Scenario example: A buyer purchases goods from a seller, and the logistics shows that the buyer has signed for the goods. Contacting the logistics company also shows that the buyer signed for the goods in person and did not refuse the signature, but the buyer initiated a refund application for not receiving the goods. The seller Contacting the buyer was unsuccessful.

7. Repeatedly providing evidence with the same voucher

(1) Scenario explanation: The buyer uses the same picture to repeatedly provide evidence during the refund (the voucher comes from the Internet/forgery, etc. and involves false vouchers) ).

(2) Notes: Under the premise of meeting the above scene conditions, if an abnormality occurs, you must first try to contact the buyer, and then proceed to scene marking after multiple unsuccessful contacts;

< p>(3) Scenario example: The buyer took a picture of the merchant's product, applied for a refund and returned it, and uploaded a picture as proof in the refund, and the picture was verified to be a picture on the Internet, not proof of the refunded product.

Reference materials: Taobao - Analysis of cloud tag marking scenarios: Malicious refunds

Reference materials: Taobao - Cloud tag product introduction

Reference materials ：Taobao-Cloud Tag Empowerment Tool