ALIBABA.

COM
TRADE ASSURANCE
IN VIETNAM

2023
Contents
I What’s the Trade Assurance

II How to Use Alibaba.com Vietnam Trade assurance

III FAQ
 I. What’s the Trade Assurance?
1 What’s it?

2 Core Values and Protections

3 Merchants’ Benefits
 1.1 What Is The Trade Assurance?

Trade Assurance, a professional cross-border B2B trading system under Alibaba, is committed to
provide safe and efficient trading services for B2B buyers and sellers around the world. It
integrates resources of all parties to provide comprehensive cross-border payment, settlement,
finance, logistics and other services, enabling buyers and sellers to easily buy and sell globally.

It is designed to solve the main problems in international transactions, and help create trust
between buyers and suppliers, especially for the new ones.

Trade Assurance
Independent Third Party
Professional Transaction Protection

Confirm 4Freeze Money Payment Order

2
3 1
5 8 6
Shipping Get Money 7 Release Money Received

VN Seller
World Buyer
1.2 Core Values of The Trade Assurance

Build trust Secure Payment Business Opportunity

Through a neutral third
party guarantee, the buyer
and seller can quickly
establish a mutual trust
relationship and reach a fast
transaction.
Credit Card and Debit Card Trade Assurance
payment, safe fast and transactions accumulate
convenient. online data, improve credit
rating, get more business
flow and opportunities, let
more buyers see your
strength.
1.3 Trade Assurance Provides Protection for Sellers

Risk Block
Trade Assurance services will help sellers identify buyers with worse
reputations in advance and manage risks from the beginning of the
transaction.

Online Arbitration
The refund proposed by the buyer can only be implemented after the
seller's confirmation. If there is a dispute, the Trade Assurance will
provide the seller with an online decision, where both parties can
present evidence, Alibaba will quickly determine liability, which
eliminating the need for a long and expensive international legal battle.
1.3 Trade Assurance Provides Protection for Buyers

Payment Protection Shipping Protection Quality Protection

Trade Assurance will cover
all payments made during
the ordering process up to
30(L0/1/2)/60(L3/4) days
after the buyer receives the
goods.
The order will be shipped on
time according to the details
set in the online contract. In
the event of a delay, the
buyer is eligible for a
refund.
The order will be covered in
the event that the products
do not match the details
outlined in you contract.
1.3 Trade Assurance Brings More Traffic and Opportunity

Non-Trade Assurance Supplier VS Trade Assurance Supplier

“<3 Orders” VS “3-10 Orders” VS “>10 Orders”

 1.3 Trade Assurance Brings Multiple Benefits To Sellers
Be honored with a Trade Assurance As an important screening condition The search page displays seller TA
logo. for buyers looking for goods. Logo to help gain buyer trust.

The product details page shows the The product details page shows the The product details page displays
important factor that influences the buyer's evaluation, builds the historical deal record, which reveal
buyer's decision: the seller's ability merchant credit evaluation system, seller’s strength and provides a
to deliver. and improves the re-purchase. quick decision basis for new buyers.

Click below link to know more-

https://service.alibaba.com/page/knowledge?pageId=129&category=1000137645&knowledge=1064227623&language=en
II. How to Use Ali VN Trade assurance
1 Trade Assurance Order Processing For Seller

• Become Trade Assurance Supplier

• Order Processing

• RTS: Post and Manage Products, Set Shipping Line Templates

2 Trade Assurance Order Processing For Buyer

2. Trade Assurance Order Processing For Seller
2.1 Become Trade Assurance Supplier

2.1.1 Who Can Apply To Be Alibaba.com Vietnam Trade Assurance Supplier?

• Your Alibaba.com account’s registered country is Vietnam

• Your Alibaba.com account is Gold Supplier Membership
• You need to login your Alibaba.com admin account to apply
2. Trade Assurance Order Processing For Seller
2.1.2 How to apply to be Trade Assurance Supplier?
Step1, Two Entrance for your Trade Assurance Supplier applying, any entrance is ok

Entrance 1. My Alibaba - Orders - Draft Trade Assurance Order Entrance 2. Homepage - Order with Trade Assurance
2. Trade Assurance Order Processing For Seller
Step 2, Enter the drafting interface, view the contract and click “Apply Now”

Step 3,. System will remind “Successfully”

2. Trade Assurance Order Processing For Seller
2.2 Order Processing (7 Steps)

2.2.2 2.2.4 2.2.6

2.2.1 View Order 2.2.3 Check Payment 2.2.5 Withdraw 2.2.7
Create and Submit Modify or Accept Ship and Upload After Sales and
Order Order Shipping Document Refund

2.2.1 Create and Submit Order

2.2.1.1 Entrance (2 entrances choose 1, any 1 is ok)

1) My Alibaba - Orders - Draft Trade Assurance Order Or 2) Homepage - Order with Trade Assurance
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.1.2 Draft Order (whole order body show)

1) Seller fill in order relevant information as per interface indicating one by one,
such as the ①Order Setting, ②Buyer Information, ③Products
Information,
④Shipping, ⑤Payment, and then you can see tax information in part
⑥Tax, write your additional notes in part⑦, and see the protections in
part⑧ for this order, and Trade Assurance rules will be in part ⑨ which
you can check and you must select it before you submit this order in
part⑩ in which you can also check the fees for this order.

2) Attention:
1. Shipping address can only be the address not in Vietnam.
2. Total order amount can not be more than $5000 tax exclusive.
3. Both service fee and transaction fee will be afforded by the seller except the
buyer cancel the deal after the payment, when the service fee will not refund to
the buyer. Click here---(https://service.alibaba.com/page/knowledge?
pageId=129&category=1000046084&knowledge=1063322401&language=en ) to know
more about the charge rate.
4. You click the “?”for more information about the part relevant.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.1.2 Draft Order

①Order Setting
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.1.2 Draft Order

②Buyer Information

Attention:
1. Shipping address can
only be the address not
in Vietnam.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.1.2 Draft Order

③Products Information
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.1.2 Draft Order

④Shipping
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.1.2 Draft Order

⑤Payment

Attention:
Total order amount can not
be more than $5000 tax
exclusive.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.1.2 Draft Order

⑥Tax

⑦write your additional notes

2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.1.2 Draft Order

⑧ see the protections for this order

⑨ Trade Assurance rules will be here which you can check and you must select it before you submit this order
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.1.2 Draft Order

⑩ you can amount summary for the order, including the

Attention:
1. Both service fee and transaction fee will be
afforded by the seller except the buyer cancel the
deal after the payment, when the service fee will not
refund to the buyer. Click here
---(https://service.alibaba.com/page/knowledge?
pageId=129&category=1000046084&knowledge=1063322401&lan
guage=en) to know more about the charge rate.
2. You click the “?”for more information about the
part relevant.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.2 View Order

2.2.2.1 Order List (2 entrances choose 1, any 1 is ok)

Entrance: 1) Homepage - Button 2) My Alibaba - Orders - All Orders

2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

Operation:
1) Can find your order by key
word or other condition
filtering.

2) Can operate the order such

as modify, ship or confirm
buyer’s modification through
the button in the order line.

3) Can communicate with the

buyer through the right-down
corner “Messenger”
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.2.2 Order Details

Entrance: According to the order list page, click “View more” to check out the order details.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.2.2 Order Details

Operation:

1) Can check order status and related information, and

you can confirm, modify, cancel the order or go to ship,
etc.
2) Can check Payment details and status.
3) Can check Shipping details and status.
4) Can check Order's Operation history 。
5) Can check Order details, mainly including
information of buyers and supplier, product details,
shipment and payment terms, etc.

Attention:
Pay attention that orders drafted by buyers should be
confirmed in this page, and you should respond buyers'
other request, too. Please pay attention to the status of
orders.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.2.2 Order Details

Operation:

2) Can check Payment details and status.

2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.3 Modify or Accept Order After the seller draft the order successfully, or the buyer draft and submit the order, you can
modify some of the order information in the order list or the order details page as discussed with
the buyer or accept.

2.2.3.1 Entrance

My Alibaba - Orders - All orders - Modify

and Accept Order
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.3.2 Operation
1) You can edit, change or add your shipping address.
Attention: After the order is shipped, the address cannot be
modified.
2) You can add and modify your products' information.
Attention: The product information that you can modified will be
limited after supplier have delivered all the goods.
3) You can change the shipping information of this order.
4) You can change buyers' initial payment before any delivery and
payment.
5) Pay attention to the change of tax and the tax fee cannot be
changed after the order is fully paid.
6) You can edit your additional notes.
7) Before submitting this order again, please check out related terms,
rules and amount summary.
Attention: Can also get more helps by click "Online Consultation".

For more rules for order modification, pls refer to below link:
https://service.alibaba.com/page/knowledge?
pageId=129&category=1000045906&knowledge=24310106&langu
age=en
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.3.2 Operation
7) Before submitting this order again, please check out related terms,
rules and amount summary.
Attention: Can also get more helps by click "Online Consultation".
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.4 Check Payment

2.2.4.1 Entrance 1- My Alibaba - Funds&Finance - Collected payments

2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.4 Check Payment

2.2.4.2 Operation 1
Filter and view all your foreign
exchange receipts.
You can view forex details and
download an e-statement on the right
side of the list

Or, you can find the order and click

“View More” to check the payment
status.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.5 Ship and Upload Shipping Document

After the buyer has completed the initial or full payment agreed on the order, the seller needs to deliver the goods on time according to the
requirements of the order fulfillment.

2.2.5.1 Entrance
My Alibaba - Orders - Button "Delivery management/Go to ship" My Alibaba - Orders - Order details - Button "Go to ship"
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.5.2 Operation
1) You can check the order detail and status of shipment 2) After click "select products", fill the shipping volume and submit to
from the left and top add a batch
 2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.5.2 Operation
3) Click "Upload your shipping document", then fill information including method of shipping, tracking number, logistics carrier and
supporting document. Click ok to successfully uploading your shipping document. If your shipping method is sea, stuff mode, container
number and shipping company or agency is needed.
Please submit real and accurate logistics' information to avoid influencing the transaction.

4) In this whole page, you can click "Add batch" to add more shipping batches and click "Delete batch" to delete one the batch you have added.
For more about how to Upload Shipping Document, pls refer to below link :
https://service.alibaba.com/page/knowledge?pageId=129&category=1000137645&knowledge=1063462653&language=en
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.6 Withdraw
Attention: Only when the buyer confirm the delivery or the order is fulfillment completed as per Alibaba.com platform rules (know more
about the delivery rules, pls click–-https://service.alibaba.com/page/knowledge?pageId=129&category=1000046084&knowledge=1063329893&language=en) , the
seller can withdraw the goods payment.

Operation: 1) Use To-dos To view your failed withdrawal tasks and the
2.2.6.1 Account overview
tasks pending payment. 2) The withdrawal amount information is
Entrance: My Alibaba - Funds&Finance - Account overview displayed in My funds and can be withdrawn by clicking "Withdraw"
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.6.2 Amount details

Entrance: My Alibaba - Funds&Finance - Amount details Operation: Filter and view all your trading details below including all
deductions, failed withdrawals, loans, refunds, freezes, collections, etc.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.6.3 Collected payments

Operation: Filter and view all your foreign exchange receipts. You can view
Entrance: My Alibaba - Funds&Finance - Collected payments forex details and download an e-statement on the right side of the list.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.6.4 Withdrawals
Entrance: My Alibaba - Funds&Finance - Withdrawals
1) Withdraw to local bank is supportable, including withdraw
multiple payments in one time or one payment in multiple times.
And you can select USD or VND to credit to your bank.
Attention:
i: Charge 15$ per withdraw whether USD or VND by alibaba.
Ii: It depends that you bank may charge you.
2) Timeliness
i: USD is generally remitted on the same day and credited within
another 1 to 4 days.
ii: VND is generally remitted before 2pm on the same day, and
credited within another 1 to 4 days.
iii: The specific credited time is subject to the customer's bank
notice.
3) Exchange Rate
We take the exchange rate provided by citi bank and you can only
get it after successful remitting and check it in the withdraw details
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order
Operation:

1) Fill in your withdrawal information, including currency,

amount, account number, etc.
2) Use SMS or password to verify and you can withdraw
after the verification.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.6.5 Withdrawal history

Entrance: My Alibaba - Funds&Finance - Withdrawal history Operation: Filter the withdrawal history and view the details.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.6.6 Account and security

Entrance: My Alibaba - Funds&Finance - Account and security
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order
2.2.6.6 Account and security
Step1: You can manage and add bank card information through the Withdrawal account page. ii: You can also use the Security settings page
to view and set the verified phone number and withdrawal password involved in the security of withdrawal.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.6.6 Account and security

Step2, In the Withdrawals account, Click on "+" to Add a new Bank account, choose account type and currency, click "Next step".
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.6.6 Account and security step 3)

Fill in bank account info & confirm account name. Swift code must be Vietnam ， the 5th and 6th letter should be VN ,such as abcaVNxx.
Confirm and submit application.
It will take effect the same day normally.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7 After Sales and Refund

Manage your dispute refund orders and chargeback orders. You can negotiate with the buyer, present evidence or escalate the arbitration
to determine the responsibility and deal with it.
2.2.7.1 TO BE UPDATED.
2. Trade Assurance Order Processing For Seller
Dispute Process of TA

negotiation period platform processing period implementation period

liability
Apply for Evidence Platform Dispute
Negotiation Escalation determina Execution
refund assessment mediation evaluation
tion

Failure to
provide
Buyer Apply for evidence Evaluation
Buyer
refund Providing presents
evidence evidence

Seller is
liable
Seller is Seller issue
SNAD refund Plan
Eviden not liable provides
ce or execution/
Alibaba. not
Shared compensat
liability Case
com ion
closure
NR Buyer No refund
withdraws
Buyer
chargebac
k
Buyer
withdraws Seller
System provides
Seller SNAD withdraws solution
/ NR Disagreeme
nt
Agreement

Type of dispute:

Significantly Not as Described (SNAD): Quality issues, item not as described, damaged item, fake goods, etc.

Not receipt (NR): Non-delivery according to agreed method/ address, shipping price increase before shipment, out of stock, delayed shipment, transit issues, lost package, customs hold,
disputes shipping charges, etc.
2. Trade Assurance Order Processing For Seller
Basic rules of TA dispute - Penalties for non-compliance by Seller

• Failure to ship goods after an order is placed (Không vận chuyển hàng hóa sau khi đơn hàng đ ược đ ặt )

• Delay of shipment (Giao hàng chậm trễ)

• Goods delivered not corresponding to requirements as agreed (Hàng hóa giao không đúng yêu cầu đã thỏa thuận)

• Breach of undertakings (Vi phạm cam kết)

• Failure to fulfill any settlement agreement or any decision made by Alibaba.com in dispute mediation (Không thực hiện bất kỳ

thỏa thuận giải quyết nào hoặc bất kỳ quyết định nào do Alibaba.com đ ưa ra trong hòa gi ải tranh ch ấp )

• Sale of counterfeit goods (Bán hàng giả)

• Malicious collusion (Thông đồng độc hại)

• Provision of false or incomplete evidence (Cung cấp bằng chứng sai lệch hoặc không đầy đủ)
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.2 Disputes and refunds

Entrance: My Alibaba - Orders - Refund Requests - Disputes and refunds
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.2 Disputes and refunds

Operations:
Step 1
You can view the status of orders
in dispute and refund, as well as
basic order information through
the list.
Click "Review details" to view
more information.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.2 Disputes and refunds

Operations:
Step 2
i- After buyers submitted their
refund application, you have to
negotiate and respond buyers.
You can click "Accept" to accept
buyer's request, or you can
propose an alternative solution by
providing a reason.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.2 Disputes and refunds

Operations:
Step 2
ii- If you select propose another
solution, you have to fill in your
details of solution and wait for
buyer to respond.
You can view operation history
and solution details in this page.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.2 Disputes and refunds

Operations:
Step 3
When your orders are in the negotiation stage,
your page will show you the details of the
negotiation with the buyer and the operation
history, you can continue to click "Propose an
alternative solution" to propose a new solution.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.2 Disputes and refunds

Operations:
Step 4
Sometimes the buyers may choose to upgrade
the arbitration, through the platform to
determine the responsibility. You can submit
relevant materials to prove “Upload
Evidence/Proposal”, the page will show the
relevant progress.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.2 Disputes and refunds

Operations:
Step 5
After the agreement is reached between the
sellers and buyers or the system completes the
judgment, the page will display the refund
details and progress information, the refund
will be returned as required, and the order will
be closed.
2. Trade Assurance Order Processing For Seller
Charge back process of TA

initiating period bank processing period judgment period

Initiate a chargeback Evidence assessment liability determination Execution

What is Chargeback:

Chargeback is a dispute resolution

Buyer Initiate a process in which a buyer requests a
chargeback refund from their credit card issuing
bank.

It typically occurs when a buyer

believes that a transaction on their
card statement is unauthorized,
fraudulent, or not as described.
info received SNAD Seller is Seller
Providing
liable refund Case The bank then initiates a
Alibaba. evidence
Seller is closure chargeback by reversing the
com not liable
No refund
Disput NR transaction and crediting the
e or buyer’s account, effectively
not
returning the funds to the buyer.

The seller who originally received

No
Seller submit the payment is usually required to
rebuttal provide evidence to dispute the
Seller letter chargeback.
Disagreeme
nt
Seller accept

What is chargeback rebuttal letter:

A chargeback rebuttal letter is a written response that sellers submit to dispute a chargeback initiated by a buyer. It is a formal document used to present evidence, arguments, and any
relevant supporting documentation to counter the customer's claim. Means buyer officially accept to cancel chargeback.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.3 Chargebacks
Entrance: My Alibaba - Orders - Refund Requests - Chargebacks - View details

Step 1
You can click on "Manage chargebacks"
from this page to filter and search orders to
manage the chargebacks orders. You can
also manage Chargeback alerts by clicking
on "Chargeback Alerts.“

Step 2
Click "View details" to view more
information.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.3 Chargebacks Operation:

2.2.7.3.1 Chargebacks management

Step 1
After the buyer chargebacks the advance
payment, you can choose to Upload defense
materials, accept chargeback or submit
chargeback rebuttal letter.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.3 Chargebacks Operation:

2.2.7.3.1 Chargebacks management

Step 2.1 For the Non-fraud chargeback order, the materials

you upload will be judged by the bank, and we need to wait
for the result of the bank's judgment.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.3 Chargebacks Operation:

2.2.7.3.1 Chargebacks management
Step 2.2 For the order of fraudulent credit card
chargeback, the platform will do the
corresponding protection for the seller.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.3 Chargebacks Operation:

2.2.7.3.1 Chargebacks management
Step 3 Based on the outcome of the bank‘s
judgment or platform, the page will show the
seller's responsibility and how the corresponding
refund will be handled.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.3 Chargebacks Operation:

2.2.7.3.2 Chargeback alerts management
The Refusal warning is made by the
platform according to the orders which
may have the risk of chargeback. After
receiving the alert, the Seller can choose
to close the order and terminate the
transaction.
Step 1 You can choose to close the order for
both Non-Fraud Chargeback and Fraudulent
credit card chargeback.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.3 Chargebacks Operation:

2.2.7.3.2 Chargeback alerts management
Step 2 After the buyer initiates a pre-
chargeback, you will see the corresponding
alert.
2. Trade Assurance Order Processing For Seller

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7

Create and Submit View Order Modify or Accept Check Payment Ship and Upload Withdraw After Sales and
Order Shipping Document Refund
Order

2.2.7.3 Chargebacks Operation:

2.2.7.3.2 Chargeback alerts management
Step 3 The platform will refund. After the
refund is completed, the case is closed. In
case the buyer cancels the pre-chargeback,
the case will be dropped.
II. How to Use Ali VN Trade assurance
1 Trade Assurance Order Processing For Seller

• Become Trade Assurance Supplier

• Order Processing

• RTS: Post and Manage Products, Set Shipping Line Templates

2 Trade Assurance Order Processing For Buyer

2. Trade Assurance Order Processing For Seller
2.3 RTS: Post and Manage Products, Set Shipping Line Templates
2.3.1 Post RTS Products (Ready To Ship)
2.3.1.1 Entrance My Alibaba - Products - Post Products
2. Trade Assurance Order Processing For Seller
2.3.1 Post RTS Products (Ready To Ship)
2.3.1.2 Operation
1 Select Language and Category
1) Select and search for a category or
select recently used categories.
2) Select Product type.
● Ready to Ship (RTS) product types:
○ Can be ordered directly by the buyer.
○ Lead time for orders must be < 15 days of
purchase.
○ Pre-determined shipping fees.
● Customization product types:
○ Cannot be ordered directly unless the seller
has Trade Assurance.
○ Can be changed to different specifications.
3) Read and agree to the terms of use and
then click the button "I have read and
agreed to the terms below".
Attention:
We add one more option for “Product
type”, Ready to Ship, which means you
have stock and the buyer can buy
immediately without waiting for
production.
RTS product will attract the buyers who
prefer to buy ready stock and place a Trade
Assurance order directly.
2. Trade Assurance Order Processing For Seller
2.3.1 Post RTS Products (Ready To Ship)
2.3.1.2 Operation
2 Fill in the marketing information of product
1) Enter the page for filling the product details and the page top will show you the progress of product posting and information filling.
2. Trade Assurance Order Processing For Seller
2.3.1 Post RTS Products (Ready To Ship)
2.3.1.2 Operation
2 Fill in the marketing information of product
2) Fill in the product information, which mainly includes the 3) Upload photos and videos of products, and preview the display
name, keywords and the corresponding characteristics and effect of videos on PC and APP.
other details.
2. Trade Assurance Order Processing For Seller
2.3.1 Post RTS Products (Ready To Ship)
2.3.1.2 Operation
2 Fill in the marketing information of product
4) Fill in goods specifications and MoQ with corresponding 5) Fill in the shipping and packing information of the goods. Add
price, and you can set the tiered price of goods by "Add more allows you to set tiered transport
more".
2. Trade Assurance Order Processing For Seller
2.3.1 Post RTS Products (Ready To Ship)
2.3.1.2 Operation
2 Fill in the marketing information of product
6) Fill in the logistics information of the goods, you need to 7) Select the supportable service and buyer region of the goods,
configure the logistics attributes, the appropriate freight template, preview, save and submit it.
and then view the corresponding logistics freight and details by
selecting the place of shipment and the place of delivery.
2. Trade Assurance Order Processing For Seller
2.3.1 Post RTS Products (Ready To Ship)
2.3.1.2 Operation
3 Submit for approval
Product information has been submitted. You can click to manage products or continue to post a new product.
2. Trade Assurance Order Processing For Seller
2.3.1 Post RTS Products (Ready To Ship)
2.3.1.2 Operation
4 show to buyer
2. Trade Assurance Order Processing For Seller
2.3 Post and Manage RTS Products, Set Shipping Line Templates
2.3.2 Manage Products
2.3.2.1 Entrance My Alibaba - Products - Manage Products
2. Trade Assurance Order Processing For Seller
2.3 Post and Manage RTS Products, Set Shipping Line Templates
2.3.2 Manage Products
2.3.2.2 Operation
1) Find the products by
searching key words or
filtering condition.
2) View the product details and
edit it.
2. Trade Assurance Order Processing For Seller
2.3 Post and Manage RTS Products, Set Shipping Line Templates
2.3.2 Set Shipping Line Templates
2.3.2.1 Add/Edit Transportation Template
Entrance: My Alibaba - Orders - Shipping Line Templates
2. Trade Assurance Order Processing For Seller
2.3 Post and Manage RTS Products, Set Shipping Line Templates
2.3.2 Set Shipping Line Templates
2.3.2.1 Add/Edit Transportation Template Operation: Add Shipping template

1) Click on“Create template” to add shipping template, you 2) Name the template and select your logistics,
can operate set as default, create a duplicate, delete and supporting on UPS/DHL/FEDEX or your own other
modify for existing templates. cooperated logistics companies.
2. Trade Assurance Order Processing For Seller
2.3 Post and Manage RTS Products, Set Shipping Line Templates
2.3.2 Set Shipping Line Templates
2.3.2.1 Add/Edit Transportation Template Operation: Add Shipping template

3) You can select the freight fee methods for every logistics line, such as Charging by weight/Charging by quantity/Free shipping
(seller pays) 。
If you select the way of Charging by weight, you can set “normal setting” and “advanced setting” for logistics charges
calculating, and the counting and throwing ratio of UPS/DHL/FEDEX is 5000.
2. Trade Assurance Order Processing For Seller
2.3 Post and Manage RTS Products, Set Shipping Line Templates
2.3.2 Set Shipping Line Templates
2.3.2.1 Add/Edit Transportation Template Operation: Add Shipping template

3.1) Advanced setting, you can set the freight fee more accurate and detailed.
2. Trade Assurance Order Processing For Seller
2.3 Post and Manage RTS Products, Set Shipping Line Templates
2.3.2 Set Shipping Line Templates
2.3.2.1 Add/Edit Transportation Template Operation: Add Shipping template

4) When you select the Charging by quantity,

you need set the basis price firstly and then
the price of added quantity.

•Hands-on demonstration at Alibaba.com

2. Trade Assurance Order Processing For Seller
2.3 Post and Manage RTS Products, Set Shipping Line Templates
2.3.2 Set Shipping Line Templates
2.3.2.1 Add/Edit Transportation Template Operation: Add Shipping template

5) Finished Shipping Line Template

2. Trade Assurance Order Processing For Seller
2.3 Post and Manage RTS Products, Set Shipping Line Templates
2.3.2 Set Shipping Line Templates
2.3.2.2 Match the shipping template when you post RTS product
4) Logistics attribute, suggest select “Ordinary Goods” ， RTS product will match the system default shipping
template and you can modify it. freight pre-calculate can be supported

Click below link to know more-

https://service.alibaba.com/page/knowledge?pageId=129&category=1000137645&knowledge=1064272277&language=en
3. Trade Assurance Order Processing For Buyer
3.1 Attachment 1 Buyer Processing

Attachment 1
Buyer Processing
FAQ
1 For Transaction and Service Fee

2 For Delivery/Withdraw Rules

3 For Others
1. For Transaction and Service Fee
1 、 Is there a charge for activating the Vietnam Trade Assurance Service?
Activating the Vietnam Trade Assurance Service is free, and there are no service activation fees.

2 、 What are the fees for Vietnam Trade Assurance Orders?

The costs associated with Vietnam Trade Assurance Orders include:
2.1 Service Fee : paid by the seller (2.99%), deducted along with the transaction fee at the end of the order. If a refund occurs, buyer side
will be deducted in the same proportion.
The service fee is deducted along with the transaction fee at the end of the order.
2.2 Transaction Fee: paid by the seller (reference rate: industry average is 5.2%), capped at $250. From 2023 September to December 31
PST, under the order limit of $5000, the combined service fee and transaction fee cap is $400. Also, all industry sellers enjoy discount
40% off for transaction fees. Subsequent discount plans will be notified in the future.
2.3 Withdraw fee: It's charged at the withdraw node, according to the situation at the withdraw node. It's $15 per transaction.

3 、 About the service fee

The seller side is charged 2.99%, deducted along with the transaction fee at the end of the order. If a refund occurs, the buyer side will
be deducted proportionately.

4 、 More questions about the fees rule, pls refer to below link on Alibaba.com
https://service.alibaba.com/page/knowledge?pageId=129&category=1000137645&knowledge=1063322401&language=en
2. For Delivery/Withdraw Rules
1) When can the suppliers withdraw the goods payment?

Once the order fulfillment is completed, then system will release money deducted fees to the suppliers.

-- That Buyer confirm delivery means the fulfillment is completed

-- Otherwise, it will follow below rules

2) For more questions about the delivery/withdraw Rules, pls refer to below link on Alibaba.com

https://service.alibaba.com/page/knowledge?pageId=129&category=1000137645&knowledge=1063329893&language=en
2. For Delivery/Withdraw Rules
Example here!

Order
9/1 9/10 complete

1
Seller upload Buyer confirm, click
shipping documents button on platform

Order
9/1 9/10 10/1
complete

2 buyer not confirm,

Seller upload
tracking shows
shipping documents
delivered Express + tracking shows
delivery status
Order
9/1 10/15 complete

3
Buyer not confirm,
Seller upload
tracking shows
shipping documents
delivered

Order
9/1 11/1
complete
4
Air, Sea, Land shipping method or Express with no tracking Buyer not confirm,
Seller upload
no tracking/
shipping documents
abnormal…
3. For Others
1) Which payments methods are supported?

Buyers can pay using a credit or debit card (American Express, Mastercard, JCB and VISA accepted ) or with Apple Pay or Google Pay.

2) Is there a limit to the amount of order protection Alibaba.com covers?

The maximum order protection amount is equivalent to the total order amount, and it is the seller's responsibility to process such refund for
buyers. In the event where the seller has insufficient funds in its Alibaba account, Alibaba.com will temporarily process an advance payment on
behalf of the seller, and such amount shall be recovered from the seller thereafter.

3) Is there anything else I should know about that can lead to more orders on the platform?

Yes, once you’ve activated Trade Assurance, you can quickly set up one more process that allows you to sell Ready to Ship products (also
known as “as-is” or stock products), which can lead to more orders. Learn how to sell Ready to Ship products here.

4 ） Q&A others

Download, apply a dingtalk, scan the QR, join us for more support

https://www.dingtalk.com/wow/dingtalk/act/en-download
Alibaba TA Service Dingtalk Group
THANK
YOU
2023