In the temple library 30,000 yuan to buy a ring for more than 3 months did not arrive, consumers asked for customs declaration information was rejected

On July 11, Dalian woman Xiao Chen placed an order at the well-known luxury APP Siku and spent more than 30,000 yuan to order two CHAUMET rings. The order information shows that the goods had departed from Paris Charles de Gaulle Airport for Shipment to China on July 30 and were awaiting customs clearance at China Customs on August 4. According to the process, after the customs release, the goods will be expressed from Shenzhen to Dalian. However, the time of delivery from China has been repeatedly delayed, and Xiao Chen has not received the ring so far. Therefore, she asked the siku platform to provide customs declaration information, but was refused.

Event restore

Place an order for luxury goods "overseas order" at Sekoo

Xiao Chen is a Dalian girl in her 20s who lives in Beijing Street, Xigang District. On July 11 this year, Xiao Chen logged on to the well-known luxury APP temple library and ordered two rings from Shangmei Paris, paying a total of more than 30,000 yuan. Xiao Chen said that according to the introduction of the product, the shipment was arranged one week to two weeks after the order was placed, but the expected delivery time of the goods was not marked.

The order tracking information in the APP shows that on the 11th, the order has been confirmed and the warehouse is shipping; on July 30, the goods have departed from Paris Charles de Gaulle Airport and gone to the destination country; on August 2, the goods arrived in the destination country; on August 4, the goods were "clearing customs" at China Customs. The so-called customs clearance refers to the formalities that should be performed in accordance with various laws, regulations and regulations when importing, exporting or transshiping goods entering or leaving the customs territory of a country. Xiao Chen pondered that since the goods had begun to go through customs clearance procedures, it would not be long before they could be transported to Dalian. According to the order information, after the customs clearance of the goods, Bestway will be responsible for the express delivery of the domestic section and send the courier number.

Bitter waiting payment for more than 3 months did not receive the goods

Since then, Xiao Chen has been paying attention to the logistics information of the APP, but the goods are still in the state of "customs clearance". Xiao Chen said that on August 15, she received a call from the temple treasury saying that the ring had been "detained" by the customs and would be re-shipped as soon as possible. The staff did not explain the reasons for this.

"After a month, the temple treasury gave Baishihui another courier number, saying that the ring had been reissued." Next, Xiao Chen repeatedly queried the logistics information according to the courier number, and all showed that there was no parcel delivery. Since then, since the end of September, Xiao Chen has repeatedly asked the customer service of Siku when he will be able to complete the customs clearance, and the answers he got are "will be as soon as possible" and "this week or next week".

A call recording shows that on October 15, Xiao Chen called Bestway customer service to inquire about the logistics information of the goods. The customer service staff said that Bestway had not yet received the item and suggested that she ask the temple store to understand the reason so that she could solve the problem.

Views from both sides

Response Is still waiting for customs clearance in Shenzhen

"However, I have communicated with the customer service staff of Secoo many times before... After waiting for more than 3 months, do you want to wait? Xiao Chen said that since then, she has had the idea of returning goods, but she has not been supported by the Siku platform system.

On this matter, the reporter called the customer service telephone of the temple library on the 22nd. Customer service staff said that due to the impact of the epidemic, the eleventh holiday and other factors, the customs clearance of goods has been delayed, and it is still waiting for customs clearance in Shenzhen, and the temple will actively coordinate and strive to be released as soon as possible. For the reason why it could not be returned, the customer service staff responded that because the ring purchased by Xiao Chen belonged to overseas orders and had been shipped, it could not meet the requirements for return.

In the afternoon of the same day, Xiao Chen called the customer service of Siku again. The call recording shows that the customer service staff said that "the goods have not yet entered the customs", that is, customs clearance has not yet begun. That night, Xiao Chen received a call from the customer service staff, saying that "the goods have entered the customs."

The challenge to the temple to provide customs clearance information was rejected

What is the logistics status of goods? Xiao Chen asked siku to provide customs clearance information for the goods, but this request was rejected by the customer service staff. In this regard, Xiao Chen questioned that as a consumer, she has the right to know the logistics information of the goods, why does the Siku platform refuse to disclose the customs declaration information of the goods to her?

The reporter found that in recent months, on the Sina black cat complaint platform, consumers have continuously reported that when ordering overseas on the Siku platform, they have encountered problems such as slow receipt, and the situation is similar to Xiao Chen's experience.

According to the promotional materials on Secoo's official website, Secoo Group was founded in 2008 and is headquartered in Beijing. Secoo Group has four core sectors: Secoo Commerce, Secoo Finance, Secoo Intelligence and Secoo Community. In September 2017, Secoo was listed on the NASDAQ in the United States, becoming the "first share of luxury e-commerce in China".

Lawyer interpretation

Consumers enjoy the right to know the logistics information of goods

In this regard, Liu Wanxin, deputy director of Liaoning Hongzhan Law Firm, said that due to the impact of the epidemic and other factors, the logistics pressure faced by imported e-commerce companies has increased sharply, and it takes longer to clear the customs of goods, and the various complaints caused by it have also increased. Liu Wanxin said that in such a situation, imported e-commerce companies should take the initiative to inform consumers when selling products, prompting some problems that may be encountered, such as delays in the arrival time. At the same time, e-commerce should also actively cooperate with consumers, so that the latter can truly and accurately grasp the logistics information of goods.

According to Article 8 of the Law on the Protection of The Rights and Interests of Consumers, consumers have the right to know the true situation of the goods they purchase or use or the services they receive. In Liu Wanxin's view, the logistics information of goods is obviously necessary for consumers to know, and customs declaration information is a more important link in the operation of cross-border logistics. Therefore, it is reasonable for consumers to request e-commerce to provide customs declaration information.

He said that if the goods cannot be delivered within the agreed time or reasonable time period due to the e-commerce's own reasons, and at the same time cause damage to the rights and interests of consumers, the e-commerce company should bear the corresponding civil liability. Peninsula Morning News, 39 degree video chief reporter Man Wenfei

Source: Peninsula Morning Post