Source: Photo.com
On December 26, Taobao recently issued a public notice on changing the "Taobao Platform Dispute Settlement Rules", adding provisions based on the platform's own big data capabilities, including new provisions on Taobao's identification of multi-dimensional combination based on the platform's own big data capabilities, and making quick refunds or returns and refunds for buyers who initiate after-sales services that meet the relevant circumstances.
This regulation has been interpreted by the outside world as following the pace of Pinduoduo, but Taobao is not blindly imitating, but making corresponding adjustments on the basis of "refund only". The rule design will combine product quality information and consumer integrity model, and comprehensively determine that there are problems with product quality and are not suitable for return, and high-credit users support fast refunds.
In addition, Taobao also provides a fast appeal channel for merchants, and if they encounter an unreasonable quick refund application, they can appeal. This change can be said to have circumvented the "wool party" behavior for sellers in disguise, and at the same time provided more opportunities for merchants to appeal.
According to reports, Pinduoduo's "no return, only refund" after-sales service is controversial, but it does "woo" many consumers for the platform. The service offers convenient after-sales service and a simple refund process, which lowers the purchase threshold and reassures users. After several years of operation, the "no return only refund" operation has developed the Xi of many consumers, and has put forward higher requirements for other platforms.
Online retail sales exceeded 12 trillion yuan
Since 2019, China's online retail sales have continued to grow. Affected by the epidemic at home, online sales will grow by more than 10% in 2021, and online retail sales will exceed 12 trillion yuan. From January to April 2022, online retail sales have reached 3.87 trillion yuan, a year-on-year increase of 3.3%.
In 2021, the market share of the Tao system will exceed half
In 2021, Amoy still accounted for about 52% of China's retail e-commerce market, followed by JD.com and Pinduoduo with about 20% and 15% market shares. The rest of the market is occupied by Douyin, Kuaishou, etc.
In summary, with the improvement of China's network infrastructure and smartphones, the number of online shopping users has increased, reaching 840 million as of December 2021, and online retail sales have also exceeded 12 trillion yuan. At present, integrated e-commerce still occupies the main market of retail e-commerce, and the competition between enterprises is fierce. In such an environment, e-commerce platforms not only need to continuously improve their service levels and user experience, but also need to continue to innovate and launch more attractive products and services in order to stand out from the fierce competition.
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