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Disciplinary Actions and Penalty Points for Non-Compliance in GGS Value-Added Services Marketplace

 

1. Penalty Types

The penalty for non-compliance in the GGS Value-Added Services Marketplace is subject to a cumulative penalty points system.

Penalty points are cumulatively calculated on a yearly basis, which means that all penalty points for each non-compliance will be on record for a 365-day period. Any penalty points incurred on any user for each non-compliance will be cleared upon expiry of one year after the day on which such penalty points are incurred (for the first batch of service providers, penalty points for non-compliance will be incurred on August 31, 2017, whereas for others service providers, the relevant date will be the effective date when provider’s service is published on the GGS Value-Added Services Marketplace), unless the service provider is terminated due to the cumulative penalty points reaching 48 or above, or due to cumulative severe non-compliances.

If any user's total penalty points on record reach 48, such user will be terminated, and it may re-apply for operating on Alibaba.com after 12 months, provided that any user that commits Class I non-compliance will be put on the blacklist and may not re-apply for operating on Alibaba.com.

2. Management of Service Compliance and Disciplinary Actions with the 48 Cumulative Penalty Points System

Total Penalty Points on Record

Disciplinary Actions

Way of Notice

6

Class IV non-compliance: severe warning

Email

12-23

Class III non-compliance: blocking the service provider's pages for 3 days and deducting 20% of security deposit

Email

24-47

Class II non-compliance: blocking the service provider's pages for 15 days, cumulatively deducting 50% of security deposit and prohibition of undertaking outsourcing or government projects

Email

48

Class I non-compliance: cumulatively deducting 100% of security deposit and terminating the service provider

Letter of Termination

3Criterion for Disciplinary Actions and Penalty Points for Non-Compliance (48 Cumulative Penalty Points System)

Types of Non-Compliance

Scenarios/Categories of Non-Compliance

Penalty Points

Customer Complaints

Customer complaints due to improper service process or results.

Subject to the formal complaint email from the customer/channel manager

(Email for receiving complaints: ggsvas@alibaba-inc.com)

3-6 penalty points will be incurred for each customer depending on the seriousness.

6 penalty points will be incurred for any complaint of late delivery. Other penalty points will be incurred depending on the actual scenario.

Quality Control

Service quality failing to meet the quality control requirements for the service market.

Subject to the service quality requirements issued by the service market. The review will be conducted on a quarterly basis and 6 penalty points will be incurred for each failure.

Unfair Competition

Malicious marketing towards customers beyond the service authorization.

6 penalty points will be incurred per occurrence if the non-compliance is confirmed.

Dealing at a price beyond the range of  price agreed.

6 penalty points will be incurred per occurrence if the non-compliance is confirmed.

Data Confidentiality

Selling or buying information of customers on Alibaba.com.

48 penalty points will be incurred per occurrence if the non-compliance is confirmed and no future cooperation is allowed.

Leaking any customer’s contact information without such customer’s permission.

Leaking the user name and password to others.

Logging in on Alibaba.com with any customer’s user name and password.

Operating the Alibaba.com system through software or app without permission.

24 penalty points will be incurred per occurrence if the non-compliance is confirmed.

Falsification

Counterfeiting any contract or payment voucher.

48 penalty points will be incurred per occurrence if the non-compliance is confirmed.

Counterfeiting the data of the order flow.

Other falsification.

Alibaba’s Brands

Using trademarks of Alibaba and GGS products other than as agreed.

12 penalty points will be incurred per occurrence if the non-compliance is confirmed.

Market Order

Malicious slander of other service providers or partners of Alibaba.

6 penalty points will be incurred per occurrence if the non-compliance is confirmed.

This is not an exhaustive list of all acts violating the Service Agreement of the GGS Value-Added Services Marketplace or other relevant rules. Alibaba.com has the right to impose penalties on any user at its own discretion, including but not limited to termination of service provision to the user. Please refer to the corresponding rules for the specific penalty for each non-compliance.

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