Refund process related question

1.How can I know the progress of refund after Alibaba complete the remittance？

1) Login on My Alibaba,select "Orders",then click "Refund Request"

2) Find the refund of specific order,click"View Detail"

3) Click"View bank refund status" on "Refund Process" part

2.What does "Payment Referen No."、"UETR number" mean and how can I use it?

1) "Payment Referen No." is a unique ID which interacts between Alibaba side and the remit bank. It can be used by Alibaba platform to locate the payment progress with the paying bank (for example, you can provide it to online service to query whether the payment exits normally, whether there is a refund after the payment exits, and the reason for the refund after the payment exits)

2) "UETR number" is a unique end-to-end remit reference number generated by the remitting bank when the remittance instruction is generated (the whole process of remitting from the remitting bank to the receiving bank), which can be used by the remit bank/ the transit bank or the beneficiary bank to query the progress of international remittance (for example, after the money is remitted, it shows that the card is in the transit bank or the receiving bank, or GPI shows that the actual fund has not been posted when it arrives at the receiving bank,you can provide the UETR number to your beneficiary bank to locate this fund)

3.Why is the refund status displayed by the system inconsistent with the actual status?

3) If you havn't received the refund for more than 10 working days since system status turned to"Refund Successful", you can provide the UETR code to the beneficiary bank to locate the funds. If the beneficiary bank has not received the payment or feedback that the payment is still in the upstream bank, you can provide the Payment Referen No. to contact the Alibaba platform online service for further assistance.

1) The refund status information displayed only for reference. During the refund process, there might generate situations such as review&rejection by bank, and refund failed. Therefore, it can't be directly regarded as a "receipt certification". Please refer to the actual refund situation

2) If the remittance is deemed to have arrived but not actually arrived, it may be caused by the beneficiary bank's internal problem to credit fund in time. In such scenarios, you could query the refund status from the beneficiary bank with the UETR number

4. Why does the bank refund status not update when fund arrived before the transfer bank/beneficiarybank?

3) If the remittance is deemed not to have arrived but has actually arrived, it may be caused by the fact that the transit bank or the beneficiary bank has not joined the SWIFT organization (the bank that has not joined the swift organization cannot normally synchronize the remittance information to the GPI system, so Alibaba platform can't receive GPI notification normally, which leads to the inability to continue updating the visible progress of the platform remittance). Please take the actual refund result as the criterion

Scenario 1: The transit bank/beneficiary bank does not join the SWIFT organization, (the bank that has not joined the swift organization cannot normally synchronize the remittance information to the GPI system, so Alibaba platform can't receive GPI notification normally, which leads to the inability to continue updating the visible progress of the platform remittance).Please take the actual refund result as the criterionl

Scenario 2: If the intermediary bank/beneficiary bank fails to feedback the payment processing information in time (for example, the intermediary bank/beneficiary bank is processing, or The business processing of the banking system is suspended due to the holidays of intermediary bank/receiving bank,etc), the visual progress of the remittance cannot be updated

Please refer to the actual receipt. If you havn't received the refund for more than 10 working days since system status turned to"Refund Successful", you can provide the UETR code to the beneficiary bank to locate the funds. If the beneficiary bank has not received the payment or feedback that the payment is still in the upstream bank, you can provide the Payment Referen No. to contact the Alibaba platform online service for further assistance.

5.Why the refund amount is different from the actual received amount?

There are two main reasons:

1) In international remittance, the transfer bank may charge transfer fees for the remitted funds (a few receiving banks may even deduct the fees in the accounting process). Whether to charge and the specific charging standard are decided by the global banks, and the platform cannot intervene

2) In international remittance, some intermediary bank/beneficiary bank will exchange money by themselves according to the country/region of the receiving account (also at the discretion of the intermediary bank/beneficiary bank). Once the money is exchanged, it is easy to cause inconsistent amounts due to exchange rate differences

6.If the refund is returned by the intermediary bank/beneficiary bank, is the amount returned to the platform consistent with the original amount?

1) Not necessarily. Consider the transfer problem in the refund route. If the transfer bank deducts fees, the amount returned to the platform will be less than the initial refund initiating amount;

2) In case of refund, the buyer shall be subject to the amount of refundable money in the actual dispute "refund again" interface

7.If there are multiple refunds, will system display the status information of each bank refund status in history?

No, system can only display the progress information of the latest bank refund status

8.Why there are some transfer fees not be reflected in the bank refund status?

As the source of bank refund status' product information comes from the banks that handle the remittance funds, the integrity of bank refund status' information depends on the standardization of the information retrieval of the banks that handle the remittance funds, but there are a few cases where the relevant information is lost due to the nonstandard synchronization of bank information