As a practitioner who has worked in the e-commerce industry for several years, I have some thoughts to express on the three major issues that have been discussed on the Internet recently, mainly the following three questions:
1. Seven days for no reason to return and exchange goods to earn the difference in freight insurance;
Second, seven days no reason to return to wear new clothes every day, and do not need to spend money, and only choose a store with freight insurance service, so that you can wear new clothes, and at the same time save shipping money when returning;
Third, there is also the refund only service that makes countless e-commerce people frightened.
For these three items, I can think of more prominent questions at the moment. I will illustrate this with examples that I have encountered in my daily work.
First of all, let's talk about the behavior of returning and exchanging goods for no reason within seven days to earn the difference in freight insurance. This behavior is really unpleasant, it not only goes against the original intent of the seven-day no-reason return policy, but also takes advantage of the insurance company's freight insurance system.
After purchasing goods, consumers apply for a no-reason return within seven days, which is supposed to protect the rights and interests of consumers, but some people use this policy to earn the difference in shipping insurance. Unnecessary losses to merchants and insurance companies.
What I learned is that now in addition to the Pinduoduo platform, the mechanism of using the return package shipping fee is generally used. Generally, the amount of the claim is less than 10 yuan, and the amount of compensation will be reduced with the increase in the number of returns and exchanges, until the return is no longer included in the freight.
Because of Pinduoduo's special mechanism, this amount is not claimed by the insurance company, but by the platform and the merchant jointly settle the claim, and listen to some friends' feedback, if there are more after-sales problems such as returns and exchanges, the platform will block the account, and when you have a problem to find the platform to deal with, the platform will not reply to the question directly.
Taobao, Jingdong, Douyin, Kuaishou These platforms are not claimed by the platform and the merchant, but by the merchant voluntarily paid to open the freight insurance service, so when the buyer returns the goods, the freight is settled within a certain period of time after the seller confirms the refund, and the amount is not fixed, generally related to the distance of the delivery area, in the range of 7-15 yuan.
In particular, some couriers or people who know each other with e-commerce companies will get a relatively low price of express delivery, generally Taobao's freight insurance claims in other provinces are about 12 yuan, and the price of e-commerce shipments is in the range of 1.5-5 yuan, which will produce a price of about 10 yuan.
However, what these friends don't know is that it is particularly fair for merchants if the buyer is aiming to obtain the difference in price of freight insurance. On the one hand, there are a lot of returns, insurance companies will increase the price of freight insurance services for merchants, before our store is to do women's clothing, 20, 30 pieces of return every day, a single freight insurance is a few cents, later, when the return of 100, 200 orders, freight insurance a single rose to a few dollars a single, and our profit for a piece of women's clothing is only 2 yuan.
At the same time, not only the unit price of freight insurance services has risen, but also the frequent returns and exchanges will also reduce the store's rating, making this external factor that should not be borne by the seller lead to a decline in the store's ranking.
In particular, it should be noted that the wool behavior of freight insurance just mentioned is a negative impact on sellers. I also want to tell these friends that when you return more goods because of this situation, the platform will cancel your freight insurance function, when you really have a need for return and exchange, it is likely that you will not be able to use this function, and the current e-commerce platform is a system detection, generally after a few operations like this, you will not be able to pick up wool, it is really worth the loss.
Secondly, for the act of buying clothes for seven days without reason and wearing them for seven days, although it is compliant from the legal and legal point of view, from a moral and ethical point of view, this behavior may cause some controversy.
Recently, swiping the video, I saw a lot of bloggers saying that recently colleagues or friends around the unit, the clothes are not the same every day, and, when you take off your clothes at a dinner in the office or restaurant, you can still see the trademark, ask the reason, and say beautifully, I am like this every day new clothes are not the same, a winter down, clothes do not cost money, every day is new clothes, and down jackets, cotton clothes, underwear, jeans, skirts, shoes, may be in addition to underwear, are returned and exchanged for 7 days of white prostitution back.
And there will be some friends, will wear clothes with obvious stains to return, this kind of behavior is really unbearable! Although this behavior meets the needs of individuals to wear new clothes every day, it brings additional costs and burdens to the business.
A merchant in Chongqing reported that Ms. Li had purchased 8 down jackets worth several hundred yuan online, but after receiving the goods, she did not indicate that the clothes were defective and chose to return them. Instead, each one was tried on, and after she wore through them, there were already visible stains on the clothes, and the cuffs and neckline were clearly visible.
At this time, Ms. Li's heart did not hesitate at all, she knew that this dress had affected the secondary sales, but she thought of the "seven-day no reason refund" service, knowing that her original intention of buying these clothes online was not to buy them normally, but just to buy them home and wear them for a few days, and then return them for refund on the grounds of "seven days no reason to refund". So Lee decided to ask for the clothes to be returned and refunded on this ground.
This incident has sparked widespread controversy, and this matter has quickly fermented on the Internet, "seven days no reason refund" is the legitimate rights and interests of consumers, as long as it is within the specified time, consumers have the right to choose a refund, while others believe that Ms. Zhang's behavior clearly violates the principle of good faith, and the returned clothes have affected the secondary sales, and should not enjoy the "seven days no reason to refund" service.
After the incident, the merchant contacted the buyer many times on the computer side, but the buyer chose to read and not reply to the message to avoid it, the seller contacted by phone, and the buyer chose to refuse, and finally the platform refunded the buyer because the evidence provided by the seller could not prove the reason. The seller can only obey the judgment of the platform, and the dumb eats Coptis chinensis and can't say it. This incident is not unique in today's e-commerce platforms, and it is now everywhere.
In this case, Ms. Li chose to refund the money only after wearing the clothes and causing obvious stains, which is undoubtedly unfair to the merchant and other consumers.
Although online shopping is convenient, it also requires consumers to abide by the principle of good faith and jointly maintain a good consumption environment. As a consumer, while enjoying the "seven-day no-reason refund" benefit, you should also be responsible for your own actions and do not abuse this right.
The last kind of behavior,It's even more frightening,It can be said that since there is an e-commerce platform,One of the first ones in Pinduoduo,Galloping in Pinduoduo for many years,Still standing,How good it is,Let the big brother of e-commerce Taobao and Jingdong also go down the altar to learn a kind of after-sales service,That is, the three big words that test human nature the most"Refund only"!
Malicious refund-only behavior not only violates the principle of good faith, but also harms the interests of merchants. Consumers choose to refund only in bad faith, perhaps out of greed, luck, or disregard for the rules. However, this behavior has caused distress and financial losses to merchants.
For merchants, they need to bear the cost of the goods, operating expenses, and possible refund losses. The emergence of malicious refund-only behavior makes merchants have to face more uncertainties and risks. This kind of behavior not only affects the economic interests of merchants, but may also discourage them from motivation and even have a negative impact on the development of the entire e-commerce industry.
Malicious refunds are a test of human nature, a test of our moral bottom line and sense of social responsibility. In this process, we should adhere to the principle of integrity, respect the fruits of others' labor, and jointly create a fair and healthy consumption environment.
Whether it's earning the difference in shipping insurance or returning new clothes or just getting a refund, these three behaviors can have a negative impact on the e-commerce industry and consumers. For e-commerce platforms and merchants, these actions increase operational costs and management difficulties, and for other consumers, they may also lead to more uncertainty and risk when shopping.
As an e-commerce practitioner, I have witnessed the ebb and flow of the traditional e-commerce and live-streaming e-commerce industries in recent years. While e-commerce is booming, I have also witnessed a variety of human performances, such as wearing clothes without spending money and only refunding, picking up shipping insurance wool, looking for stores after wearing dirty clothes, and asking for refunds on platforms without reason.
In my opinion, the essence of e-commerce is to provide everyone with a better shopping experience, so that buyers can easily pick up good goods and enjoy real benefits. Therefore, we need to work together to create a harmonious and healthy ecological environment.
For e-commerce platforms, management should be strengthened, more perfect rules should be formulated, merchants should be severely punished for violations, and the legitimate rights and interests of merchants and consumers should be protected. At the same time, the platform should also provide better services so that buyers can shop with more confidence.
For merchants, they should focus on product quality and service, provide truly valuable goods and services, and make consumers satisfied. At the same time, merchants should also actively respond to the rules of the platform, abide by the principle of honest management, and jointly maintain the healthy development of the e-commerce industry.
For consumers, they should establish a correct concept of consumption, consume rationally, and not be confused by low prices, promotions and other means, and avoid unnecessary consumption. At the same time, consumers should also respect the fruits of the merchant's labor, do not maliciously refund, bad reviews, etc., and jointly create a harmonious shopping environment.
Finally, I believe that with the joint efforts of everyone, the e-commerce industry will be able to achieve a healthier and more sustainable development, bringing more convenience and benefits to our lives.