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关于Biggrey

Who is Biggrey?

Biggrey is you, me and everyone else. 

We are passionate about making it safer to shop online and in physical stores all over the world and we can help you protect yourself.

We provide clarity and transparency between consumer and store and in our world there are no boundaries when it comes to the opportunities for great shopping or to the borders separating countries. Whether you’re Spanish, living in China and shopping in Canada or any other combination, we are where you are and we will help wherever you need help.

 

你在认证商店购物的安全保障

Worldwide protection

The Biggrey Trust Certificate 

No matter where you are, or where you shop we'll take care of you. Below you can review all the benefits available to you, when you use us.

Global consumer protection

Quick overview and search of certified stores

Global case support

Complaint service for consumers

Terms and conditions for the stores are the same worldwide

Free purchase protection covering up to $5,000 USD

 

Keep track of all your cases in one place

You can submit cases for both Biggrey certified and non-certified store anywhere in the world.

Free cases management platform

No language barriers - you can always create the case in your own language regardless of where you shopped

Once a case has been submitted it follows an automated process, which ensures that both you and the store will be updated as it progresses

The purchase protection is only eligible for purchases made in certified shops.

Submit a warranty claim, return request or complaint now

 

What we demand of the stores

Our terms and conditions

We have a comprehensive list of terms and conditions for the Biggrey certified stores. Below you can review the ones that relate to your purchase protection:

 

Web shop - technical security

Valid business registration

Must be open to customers a minimum of 3 hours daily

Secure encrypted payment

No illegal subscriptions

Acceptance of sale terms

There must be an estimated delivery time on all products

 

Web shop - shop security

Minimum 3 months' warranty

Return Policy

A complaint should be resolved within 30 days (exceptions by third-party influence)

No sale of replicas, counterfeit items 

 

Physical shop - technical security

Valid business registration

Phone or e-mail contact to the store

Encrypted payment by payment cards

Receipt with company information

Visible prices on all products

Visible opening hours

 

Physical shop - shop security

Minimum 3 months' warranty

Return Policy

A complaint should be resolved within 30 days (exceptions by third-party influence)

No sale of replicas, counterfeit items 

 

 If a store fails to comply with our rules, they get a warning from Biggrey. If their conduct continues to diverge from policy after the warning, then the store loses its international Biggrey Certificate.

Free purchase protection

Biggrey covers up to 5,000 USD

The free purchase protection ensures that you are covered in the following ways:

 

Biggrey covers the price you have paid for a product including any freight related costs

If the store sells you a fake product it claims is genuine

If the store fails to deliver your order

If a store fails to handle a genuine warranty claim or return request

If you suffer economic loss related to a store's failure to refund an amount owed to you or if a store cheats you

The rules apply all over the world whether you have shopped in a physical store or online

If the local legislation ensures you a higher level of protection than our standard set of terms and conditions, then Biggrey will always observe the legislation of that particular country.

 

The purchase protection dos not cover

Economic losses due to lost wages or other time spent on a case between a store or Biggrey

Losses due to attempt of correction of a defect in a product done by the consumer or by third party

Losses due to mishandling of the product by the consumer

条款购买条款

Biggrey认证商店的国际购买保障

Biggrey认证商店的国际购买保障

不管你在哪里,你怎么购物,我们都会保护你的利益。以下你可以了解在Biggrey认证商店购物的所有好处。

• 全球消费保护
• 快速搜索和查看认证商店
• 全球案件支持
• 顾客投诉服务
• 全球统一商店要求
• 免费购物保障,可保高达5000美金的产品

 

可保高达5000美金的产品
免费的购物保障意味着你获得以下方式保护:

• Biggrey负责你购买产品的价格,包括任何邮寄费用
• 如果商店出售假冒伪劣产品
• 如果商店不寄出你的订单
• 如果商店不处理保修索赔或退款申请
• 如果你在退还产品后,商店不退款,或者商店施行诈骗,而你因为购买产品而损失金钱

这些规则全球通用,不管交易是在实体店还是在网店完成。
如果某国家的政策给消费者提供高于Biggrey水平的保护,Biggrey总会关注该国家的政策。

本购物保障不包含如下内容
• 误工费及其他花费在店铺之间及与Biggrey的案件上的时间而引起的经济损失。
• 消费者或消费者通过第三方尝试修正产品的瑕疵而造成的损失。
• 消费者使用产品不当而造成的损失。

 

Biggrey关系——商店案件的概观
Biggrey关系是案件管理系统,你有机会给全球Biggrey认证和未认证商店添加保修索赔和退款申请案件。

如果你被Biggrey认证商店欺骗,你可以通过Biggrey关系举报。

Biggrey关系
• 免费的案件管理系统
• 没有语言障碍,不管你在哪里购物,你都可以用自己的语言添加案件
• 所有案件都使用自动程序管理,这意味着你和商店都会获得案件的实时通知。

注册为Biggrey顾客并使用Biggrey关系创建案件

请注意,如果你给未认证商店添加案件,购买保障不适用

 

Biggrey认证商店遵守以下条款

 

网店——技术安全
• 有效运营证书
• 每天必须营业至少三个小时
• 安全的加密付款方式
• 没有非法订阅
• 同意销售条款
• 所有产品必须有预计递送时间

网店——商店安全 
• 最少3个月保修
• 投诉在30天内解决(由第三方介入的例外)
• 不出售假冒伪劣产品

实体店——技术安全 
• 有效营业证书
• 商店电话号码或邮箱
• 用付款卡加密支付
• 发票含有公司信息
• 所有产品价钱可视
• 明显标明营业时间

实体店——商店安全 
• 最少3个月保修
• 投诉在30天内解决(由第三方介入的例外)
• 不出售假冒伪劣产品

如果商店无法遵守我们的规定,我们会发送警告。如果警告后,他们的行为还没有改进,商店会失去Biggrey国际认证身份。

购物保障

Submit a complaint against the store

How do you do it

Create an account on Biggrey (completely free), then click on "Create case", fill in the form and submit a complaint.

Create an account - and submit a complaint now

How we solve your case?

Once you have submitted a complaint against a Biggrey Certified store it will be handled by Biggrey. All correspondence will be between Biggrey and the store - allowing you to sit back and relax knowing that you are receiving the very best service.

Once the complaint has been registered, Biggrey will attempt to resolve the case through personal contact with the store (in cases where the ruling is in the  consumer's favor).

If Biggrey and the store fail to reach an agreement within 30 days, then you will receive a refund from us for the full amount you have paid for the product - up to 5,000 USD. (exceptions by third-party influence)

Biggrey will still pursue legal action against the store, but for you the case is closed.

How refunds work

How do you get your money back

The money will be transferred to your account

When you submit your complaint you can add a message with your bank account info - unless we already have them. You will receive an email in case we require additional information.

Once the case has been closed we will transfer the money to you within 48 hours.

 

的案件管理系统

What is Biggrey Relations?

Use Biggrey Relations for all your cases

Biggrey Relations is a free case management system for consumers. You can submit warranty claims or return requests for stores all over the world - even if they aren't Biggrey certified.

 

 

Sign up and start using the system completely free.

How Biggrey Relations works

Easy to use for all your cases

Submit warranty claims or return requests to stores

You can submit cases for stores all over the world. You will need the store's full contact details to create a case. If the store is Biggrey Certified, then you can easily find it in the system.

You will automatically be notified once a store starts processing your case

Every time a store fails to respond or follow up on your case it will receive a reminder. Both you and the store will be notified of any updates on the case.

All correspondence between you and the store will be handled using the case system

There's no need to worry even if you have shopped in a country, where you don't understand the local language, all messages on the case can be translated into your preferred language. Translations are handled automatically for you and the store. This ensures that interaction is smooth and eliminates the risk of misunderstandings.

Once a case is closed you have to approve the decision

In order to avoid misunderstandings you must approve a store's decision before a case can be closed. You will be notified and asked to review the case and follow the instructions. You can review all of your cases on your Biggrey account at any time.

Sign up and start using the system completely free of charge.

Case process for certified stores

The process

Once a warranty claim or return request has been submitted the case will be forwarded to the store immediately.

The store has two full work days to respond.

If the store fails to respond within two work days it will receive a reminder from Biggrey.

The store now has three additional work days to respond. The extra days are allocated in order to ensure that the store is able to react in case of sick leave, vacation or similar. In 99 percent of cases the stores reply within the first two days.

If the store fails to respond within the extra three days it will receive a warning and the case will automatically be escalated to a complaint and a Biggrey representative will handle it from there.

Once a warranty claim or return request has been marked as closed by a store you need to approve their decision. In case you do NOT agree with their decision you are entitled to reject it and write an explanation of why you disagree with the store. The store will receive your explanation and the case will continue its course.

If a warranty claim or return request escalates into a complaint the process will be handled be Biggrey.

If Biggrey is unable to resolve the complaint with the store your purchase protection will come into force and the ruling on the matter will be in your favor.

Case process for non-certified stores

The process

Once a warranty claim or return request has been submitted, the case will be forwarded to the store immediately.

The store has two full work days to respond.

If the store fails to respond within two work days it will receive a reminder from Biggrey.

The store now has three additional work days to respond. The extra days are allocated in order to ensure that the store is able to react in case of sick leave, vacation or similar. In 99 percent of cases the stores reply within the first two days.

We will keep on pressing the store for 30 days, but Biggrey cannot take over the processing of the case like we can with certified stores. The purchase protection is not applicable either. If the store fails to reply within 30 days you will be able to close the case.

You will be notified every time we send a reminder to the store.

Once a warranty claim or return request has been marked as closed by a store you need to approve their decision. In case you do NOT agree with their decision you are entitled to reject it and write an explanation of why you disagree with the store. The store will receive your explanation and the case will continue its course.

 

创建帐户

How to create an account

Create an account

Click on "Sign up" at the top of the page.

Here you can log in using Facebook, Twitter, Google+ or by typing in your email address and choosing a password.

Once you have signed up you can add your details by clicking on "My profile".

How to edit your profile

Editing your profile

Click on "Login" at the top of the page

Once you have logged in you can click on "My profile"

Under your profile you can edit all your details

Once you are done editing please remember to save your updates

How to delete your account

Deleting your account

To delete your account please log in at the top of the page

Click on "My profile" and select "Delete account"

What's the minimum age?

Minimum age

You must be at least 18 years of age in order to create an account and make use of Biggrey's services.

联系Biggrey

Contact about a case

Contact us if you have any questions about a case

All requests for information or questions about a case must be addressed to the store using the case and not to Biggrey. 

If you feel that you are unable to communicate with the store you need to open a complaint case and we will help you right away.

If you have already submitted a complaint you have to use the message box, which is positioned at the bottom of the page when you view your case.

Contact about a store

Contact us if you have any questions about a store

All questions related to a store's products or similar must be addressed directly to the store.

Other contact topics

Contact Biggrey

The email address displayed below cannot be used for topics or questions related to a case.

International contact: chinese@biggrey.com

 

Biggrey Europe Ltd, Bell Gardens, Cambridgeshire CB6 3TX, UK, VAT number GB 228 6017 14

Biggrey America, inc, 2200 N Commerce Pkwy, Suite 212, Weston, FL 33326, USA

Phone: +1 800 660-9395 

 

Ask us a question - fill in the form below

(Remember to log in first)

关于Biggrey

Who is Biggrey

Biggrey is you, me and everyone else. 

We are passionate about making it safer to shop online and in physical stores all over the world and we can help you protect yourself.

We provide clarity and transparency between consumer and store and in our world there are no boundaries when it comes to the opportunities for great shopping or to the borders separating countries. 

We are everywhere you are and will help you with anything you need help with.

你的顾客保护

Worldwide protection

The Biggrey Trust certificate

We are there for you and your customers no matter where in the world your store is or where your customer is from.

Worldwide consumer protection

Fast and easy overview and search of certified stores

Support for cases all over the world

Complaint service for your customers

The stores' terms and conditions are the same worldwide

Free purchase protection for your customers up to 5,000 USD

 

Get an overview of cases between you and the customer

Both you and your customers can submit cases for Biggrey-certified and non-certified stores all over the world.

Free case management system

No language barriers. All correspondence will always take place in the individual users’ preferred language regardless of where a customer comes from, or which nationality the clerk in a physical store or web shop has.

All cases follow an automated process control. This means that both you and the customer will be informed of everything that happens on the case.

 

Free purchase protection

Biggrey covers up to 5,000 USD

The free purchase protection means that you are covered in the following ways:

 

Biggrey covers the price you paid for a product, including any freight costs

We protect your customer, if you sell fake goods as if they were genuine

If a store does not deliver a customer's order

If a store does not handle a warranty claim or return request

If a store does not repay the amount due to a customer for a returned item or similar

If a store cheats the customer, so they suffer economic loss on the purchased product

The terms apply all over the world, whether the product is purchased in a physical store or online

If a country has legislation, which provides consumers with a higher level of protection than Biggrey's standard terms, then Biggrey always observe the rules of that country.

 

The purchase protection dos not cover

Economic losses due to lost wages or other time spent on a case between a store or Biggrey

Losses due to attempt of correction of a defect in a product done by the consumer or by third party

Losses due to mishandling of the product by the consumer

Biggrey证书

How to certify your store

Get your store certified in just a few hours

This is how you do it:

Create an account by clicking on "Sign up"

Then select "Sign up a business"

Fill in the required details and register a debit card

The store will then be assessed and if it is approved you will receive an email stating theat your certification is ready for integration and implementation.

What do you get by certifying your store?

You get these advantages with a Biggrey Certification

100 percent secure shopping in your store

Global protection program

Protection across country borders

Boost your sales internationally, regionally and locally

Reduce costs related to customer service

Reduce case management overhead

The trustworthiness of your store will be boosted

Reach new potential customers

How the certificate works

The process

Once a warranty claim or return request has been submitted the case will be forwarded to the store immediately.

The store has two full work days to respond.

If the store fails to respond within two work days it will receive a reminder from Biggrey.

The store now has three additional work days to respond. The extra days are allocated in order to ensure that the store is able to react in case of sick leave, vacation or similar. In 99 percent of cases the stores reply within the first two days.

If the store fails to respond within the extra three days it will receive a warning and the case will automatically be escalated to a complaint and a Biggrey representative will handle it from there.

Once a warranty claim or return request has been marked as closed by a store you need to approve their decision. In case you do NOT agree with their decision you are entitled to reject it and write an explanation of why you disagree with the store. The store will receive you explanation and the case will continue its course.

If a warranty claim or return request escalates into a complaint the process will be handled be Biggrey.

If Biggrey is unable to resolve the complaint with the store your purchase protection will come into force and the ruling on the matter will be in your favor.

Can I have more than on shop?

You can create as many stores as you want

You can certify all the stores you want from a single account

Once you have created an account it will be registered in your name and not the store's. You can create and handle all the stores you want to. They will be distinguishable from one another by VAT-no and payment details.

What is the definition of a store?

You can certify one store per address or domain

This means that if you have e.g. three physical stores and one web shop, which all relate to the same domain you will have to certify all four of them - one certification per store.

If your web shop sells to other countries and has e.g. a .com, .co.uk or .ch, then you have three web shops to certify.

 

 

Commercial terms and agreement

We are only looking for serious stores

Because we only accept and certify legitimate and sincere stores we do not tie down your store. All certifications may be cancelled on a day-to-day basis!

How to cancel a certification

Follow these steps

Navigate to the individual store's control panel and click on the certificate

At the bottom of the certificate you'll find a button labeled "Cancel certificate"

You will receive a confirmation email, which you must approve in order for the cancellation to enter into force

证书要求

Certification requirements Web shops

Web shop - technical security

 

Valid business registration

Must be open to customers a minimum of 3 hours daily

Secure encrypted payment

No illegal subscriptions

Acceptance of sale terms

There must be an estimated delivery time on all products

 

Web shop - store security

 

Minimum 3 months warranty

Return Policy

A complaint should be resolved within 30 days (exceptions by third-party influence)

No sale of replicas, counterfeit items  

 

Certification requirements Physical Store

Physical shop - technical security

 

Valid business registration

Phone or e-mail contact to the store 

Encrypted payment by payment cards

Receipt with company information

Visible prices on all products

Visible opening hours

 

Physical Shop - store security

 

Minimum 3 months warranty

Return Policy

A complaint should be resolved within 30 days (exceptions by third-party influence)

No sale of replicas, counterfeit items 

假冒的后果

If the store fails to comply with the certification requirements

Consequences

 

The store will be given a total of three warnings with the possibility of re-applying, if the store can document that the flaws have been corrected. 

If the consumer purchase protection has been applied in a case without an internal settlement between Biggrey and the store, then the store's certification will be cancelled automatically. The store will not be able to re-apply for a total of 12 months and will have to document that the issues have been resolved in order to have the application processed. 

If the store fails to follow up on cases

Consequences

Biggrey's case management system automatically monitors all cases between consumer and the the store

If the store fails to follow up on cases, email reminders will be issued

If the store receives three warnings and still fails to respond to the customer it will lose its certificate

The store may re-apply for certification, if it is able to document that the issues have been remedied

Biggrey的案件管理系统

What is Biggrey Relations?

Use Biggrey Relations for all your cases

Biggrey Relations is a free case management system for stores and consumers. Customers can submit warranty claims or return requests for stores all over the world - even if they aren't certified.

 

How to sign up a store

Follow these steps:

Click on "My account"

Select "Add a store" or "Create new shop" and fill in the details

You will be offered to certify your store, but you can use Biggrey Relations freely without doing so.

You will now be able to handle all you cases from one single platform

 

How to use the platform

Easy to use for all your cases

Both you and your customers can submit warranty claims or return requests

You can submit and receive cases from customers all over the world. If they have a Biggrey account, then all you need is the customer's email address. If not, then you will need their name and telephone number. Your customer will automatically receive an email providing them with access to the case. Both you and the customer will receive notifications about case updates.

All correspondence between store and customer is handled using the case platform

All case messages will be translated into your language. If a store sells an item to a customer from another country, who speaks a different language, all messages on the case can be translated into each party's preferred language. Translations are handled automatically for stores and consumers. This ensures that interaction is smooth and eliminates the risk of misunderstandings.

Once a case is closed the customer has to approve the decision

In order to avoid misunderstandings customers must approve a store's decision before a case can be closed. The customer will be notified and asked to review the case and follow the instructions. You can review all of your cases on your Biggrey account at any time.

 

 

The case process

Case process for certified stores

Once a customer has submitted a warranty claim or return request the case will be forwarded to the store immediately.

The store has two full work days to respond.

If the store fails to respond within two work days it will receive a reminder from Biggrey.

The store now has three additional work days to respond. The extra days are allocated in order to ensure that the store is able to react in case of sick leave, vacation or similar. In 99 percent of cases the stores reply within the first two days.

If the store fails to respond within the extra three days it will receive a warning and the case will automatically be escalated to a complaint and a Biggrey representative will handle it from there.

Once a warranty claim or return request has been marked as closed by a store the customer must approve the decision. In case the customer does NOT agree with the decision they are entitled to reject it and write an explanation of why they disagree with the store. The store will receive the explanation and the case will continue its course - without Biggrey's mediation.

If Biggrey is unable to resolve the complaint with the store, the customer's purchase protection will come into force, if the ruling on the matter will be in the customer's favor.

 

Case process for non-certified stores

Once a warranty claim or return request has been submitted, the case will be forwarded to the store immediately.

The store has two full work days to respond.

If the store fails to respond within two work days it will receive a reminder from Biggrey.

The store now has three additional work days to respond. The extra days are allocated in order to ensure that the store is able to react in case of sick leave, vacation or similar. In 99 percent of cases the stores reply within the first two days.

We will keep on pressing the store for 30 days, but Biggrey cannot take over the processing of the case like we can with certified stores. The purchase protection is not applicable either. If the store fails to reply within 30 days you will be able to close the case.

The customer will be notified every time we send a reminder to the store.

Once a warranty claim or return request has been marked as closed by a store the customer must approve the decision. In case the customer does NOT agree with the decision they are entitled to reject it and write an explanation of why they disagree with the store. The store will receive the explanation and the case will continue its course - without mediation from Biggrey.

 

购买保护

How is your customer protected?

Biggrey covers up to $5,000 USD

The free purchase protection ensures that your customers are covered in the following ways:

 

Biggrey covers the price your customer has paid for a product including any freight related costs

We protect your customer, if you sell them a fake product you claim is genuine

If the store fails to deliver an order

If a store fails to handle a genuine warranty claim or return request

If a customer suffers economic loss related to a store's failure to refund an amount owed to a customer, or if a store cheats a customer

The rules apply all over the world in both physical stores an web shops

If the local legislation ensures a customer a higher level of protection than our standard set of terms and conditions, then Biggrey will always observe the legislation of that particular country.

 

The purchase protection dos not cover

Economic losses due to lost wages or other time spent on a case between a store or Biggrey.

Losses due to attempt of correction of a defect in a product done by the consumer or by third party.

Losses due to mishandling of the products by the consumer.

What happen if we pay a refund to a customer?

If you cheat a customer

If you fail to comply with Biggrey's terms and conditions or cheat a customer in any way your certificate will be revoked immediately.

We will then go on to pursue legal claims against you.

技术实施

Implementation of code

Implementation of code for activation of the certificate

If you are unable to handle this yourself, please contact your webmaster.

Biggrey will automatically search for and activate your certificate as soon as the code has been added to your bgt-public-umb_db.

If you don't add the code the store will not become visible as a certified store on Biggrey's platforms.

Implementation of terms and conditions

Implementation of terms and conditions on your bgt-public-umb_db

Your certificate contains a script embedding terms and conditions of your bgt-public-umb_db.

The script shows the customer what level of service you offer as a minimum as a Biggrey certified store. This is also where the customer can see that your store offers a free purchase protection every time they choose to shop with you.

The scripts is available from your certified shop's certification details page.

Ex.
<script type="text/javascript"> var _mfq = _mfq || []; (function () { var mf = document.createElement("script"); mf.type = "text/javascript"; mf.async = true; mf.src = "//cdn.mouseflow.com/projects/e433b9dc-0b62-4cb6-a8a8-64ae7ebd2ff5.js"; document.getElementsByTagName("head")[0].appendChild(mf); })(); </script>;

Implementation of link for creating a case

Implementation of link - so your customers can submit a case

In your case conditions you can insert this link <a href="https://my.biggrey.com/">Biggrey Trust</a>

This link enables all your customers to create cases using Biggrey Relations. Whether you run a physical store or a webshop your customers can submit cases, which saves you from phone calls and emails and allows you to handle everything from one single platform.

联系Biggrey

Contact regarding a case

Questions related to a case

All information and questions concerning a case must be directed at the store and not at Biggrey using the case platform.

Contact concerning a customer

Questions related to a customer

All questions about or to a customer concerning an ongoing case must be directed at the customer using the case platform.

Additional contact

Contact Biggrey

Local contact in chinese may be emailed to: chinese@biggrey.com

 

Biggrey Europe Ltd, Bell Gardens, Cambridgeshire CB6 3TX, UK, VAT number GB 228 6017 14

Biggrey America, inc, 2200 N Commerce Pkwy, Suite 212, Weston, FL 33326, USA

 

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