Shop feedback A good way to investigate a Taobao shop is by clicking the shop's rating icon. For Tmall.com shops, people click the stars to view their ratings. Taobao users usually read feedback and compare items from multiple shops. Feedback can be genuine or artificial, requiring users to make their own judgments. Feedback can be posted by competitors. Every trade deal includes a section of customer feedback. Shop owners may seek to improve customer ratings through service strategies. Negotiations may happen between sellers and consumers over their satisfaction ratings. Taobao uses search tools and other functions to understand user demands. Customers are asked to complete surveys that ask: • Obstacles encountered • Advice and reviews • Use frequency • Importance of that particular product • Satisfaction levels about specific aspects, including visual and typographic layout, procedure and instructions • Overall satisfaction
Other features Taobao Marketplace offers various features and services to create a better user experience for online shoppers and retailers. In January 2010, it launched the Taobao app, created by independent developers through the Taobao Open Platform, to be downloaded by consumers in Taobao App Store. In March 2010, it introduced the Taobao Data Cube platform, which gives small businesses access to its aggregate consumer transactions data for insight into industry trends. In June 2010, it partnered with Wasu Media Internet Limited to launch Taohua, a
digital entertainment products platform, and interactive digital television shopping, that are operated by a joint-venture formed by the two companies.
Weitao Weitao is a private shopping assistant/blog for Taobao/Tmall customers. It is a micro-blogging feature for brands and merchants on its e-commerce sites Taobao and Tmall.
Taobao General Code Taobao has developed an extensive set of rules and a constitution which it terms the "General Code". The General Code consists of 6 chapters and 31 provisions prescribing the basic access requirements and obligations of users, seller obligations, and the platform's conflict resolution mechanism. When Taobao proposes a rule change, all buyers and sellers with a sufficiently high
Zhima credit score can vote and express their opinions on the rule. Taobao also invites professionals and academics with relevant expertise to public evaluate proposed rule changes in order to inform voters.
Public jury Alibaba established its public jury (pan.taobao.com)
dispute resolution system in 2012. By 2020, it was a widely used dispute resolution tool on the main Taobao platform and was also frequently used on Xianyu (Taobao's used goods platform). Through the public jury process, Taobao randomly selects panels of 13 jurors (termed "public assessors" on Taobao) from a pool of 4 million volunteers. Candidates must have been on Taobao for at least a year and have sufficiently high Sesame Credit ratings. Volunteers earn experience points that can earn virtual titles and which can be "spent" for Taobao to make a donation to charity. All participants in the public jury process are anonymized and no communication between or among the disputing parties and the jurors are permitted. Jurors review the case and vote within 48 hours. The party with the most votes wins. A party who is unsatisfied with the jury outcome can request further review by Taobao employees. Taobao can implement jury decisions through means including freezing payments, taking money from a sellers' store deposit, lowering user ratings, or removing a party from the platform. Most public jury cases involve buyer-seller disputes. In some instances, Taobao has used large juries of 800 to 1000 jurors to decide issues relating to platform governance. For example, Taobao used a large jury to decide whether to allow a baby bottle manufacturer, Betta, to remain on the platform. Betta was a legal but copycat style product of the popular Japanese brand Doctor Betta, which was also sold on Taobao. Jurors voted to remove the copycat product from the platform.
Golden Cudgel In 2019, Taobao launched a dispute resolution called Golden Cudgel, named after the
monkey king's magical
weapon in the 16th century novel
Journey to the West. This mechanism allows sellers who have passed qualifying exams to remove a limited number of malicious reviews on a daily basis without prior permission from the platform. Sellers must submit evidence to establish the dishonest nature of each removed review to enable review by the platform. Sellers' ability to use the Golden Cudgel mechanism is revoked if they are found by the platform to have repeatedly removed reviews improperly. == Services ==