There is good news in the domestic consumer market: after Pinduoduo, Taobao and JD.com have recently revised the after-sales service rules, taking "refund only" as the "standard", making it clear that consumers can apply to merchants for refunds and no returns under certain conditions.
E-commerce online shopping, which accounts for nearly one-third of the total retail sales of consumer goods, has been criticized from time to time for after-sales problems such as easy to place orders and difficult to return. At the end of the year and the beginning of the year, the head e-commerce platform launched the "refund only" service, which made many netizens call "really fragrant!"
Although there are also a lot of worries, for example, can businesses afford it? Will individual consumers collectively exploit loopholes to "gather wool"? However, in the context of optimizing the consumption environment and stimulating potential consumption proposed by the Central Economic Work Conference, this initiative of the e-commerce platform is a favorable measure to open up the domestic circulation blockage, which is undoubtedly a good start and worthy of praise!
It is beneficial to improve the consumer experience and open the "volume".
According to the rules of e-commerce platforms, "refund only" means that consumers buy "seriously inferior and incorrect" goods on the platform, or encounter situations such as delayed delivery or forced delivery by the seller without the buyer's permission, the platform will support consumers to return goods quickly or only refund without returns after a comprehensive evaluation of a number of indicators.
In other words, in the event of an after-sales dispute, the consumer has the opportunity to solve the problem in one step without waiting for the merchant to agree to return the product, sending the product back, and the merchant confirming that the product is correct and refunding. This sense of "silky" is self-evident for the improvement of consumer experience, and it also shows that the competition of e-commerce platforms has entered a higher level of improving consumer experience and improving the consumption environment.
In fact, many consumers have purchased agricultural products or fresh products before, and it is very difficult to return or exchange them due to factors such as storage time. At this time, the platform came forward to launch the "refund-only" plan, which is not only a responsibility, but also improves the consumer experience and enhances the competitiveness of the platform.
"Consumer-oriented" is the most simple market law, and it is also the driving force behind the upgrading of business models. "Volume" for consumers, such a "volume" belongs to "opening the volume" is beneficial.
Can't "reputation platform earn, loss merchant burden"
Some netizens are also worried: will the "refund-only" model promote the atmosphere of "wool picking"? Don't end up, the platform will earn fame and the merchant will bear the loss.
It is undeniable that "refund-only" does have the possibility that merchants will be "woolened". Some consumers may not have quality problems when they receive the goods, but they will also find loopholes and take advantage of loopholes to choose "refund only", intending to take the goods for nothing without spending money. Some merchants said that although there is an application process for "refund only", in the face of some buyers who deliberately seek trouble and mess around, they don't have so much energy to fight with them, and they are likely to "think they are unlucky" and retreat.
Although such consumers are a very minority, the e-commerce platform is connected to consumers at one end and sellers at the other, not only to satisfy consumers, but also to safeguard the legitimate rights and interests of merchants, so as not to make "ill-gotten gains" or "injustice".
(The picture comes from the Internet)
In fact, domestic and foreign e-commerce platforms that have implemented "refund-only" services earlier have formed a relatively mature set of handling procedures. If a merchant encounters an unreasonable "refund only" application, he can appeal to the platform through normal channels, and the platform also supports the merchant to protect its rights and interests through legal means on issues such as the "wool party".
There are no rules, there are no rules. The service rule of "refund only" does make it easier for consumers to protect their rights, but it also puts forward higher requirements for the platform in terms of review mechanism, big data identification, and user credit system construction. After the applause, how to balance the balance between the rights and interests of consumers and the interests of merchants needs to be calmly considered by major e-commerce platforms.
Calling for more "refund-only"
The "refund only" clause is also a reversal of the seller's product quality and integrity management.
For high-quality merchants, the quality of goods, delivery capacity, pre-sales and after-sales reception capacity and other aspects have been tested by the market, and are almost not affected by the "refund only" policy;
At present, the mainland's economy is continuing to pick up and improve, and the importance of promoting consumption and boosting domestic demand is self-evident. Through innovative mechanisms such as "refund only", we can further optimize the consumption environment and stimulate consumption potential, which requires not only the efforts of e-commerce platforms, but also the cooperation of merchants and the care of consumers. Regulatory authorities should also take action to crack down on malicious exploitation of loopholes in a timely manner, and maintain the normal order of the market in accordance with laws and regulations.
In the final analysis, "refund only" is only a means of protecting consumer rights and interests, and does not create a binary opposition between consumers and merchants. In the short term, it seems that the platform is inclined to consumers, but in the long run, consumers' experience is better, mutual trust is higher, and the black sheep of inferior merchants are eliminated.
E-commerce platforms are off to a good start online. There are more offline markets, such as the continued hot tourism consumption, record high cultural consumption, and the ascendant digital consumption, etc., should we also contribute our wisdom to optimize the consumption environment and introduce "refund-only" measures to make ourselves "roll a roll"?
Such good news is expected by consumers and the whole society!
Source: Xinhua News Agency