Questioned by netizens about defrauding consumers, it is difficult to comment on Jingdong...

Tech Fox

2024-05-24 11:46Posted in Guangdong science and technology creators

This happened to be stuck at the point of the 618 shopping festival, and Jingdong was targeted by netizens again.

Many people may have had a similar experience in this matter today.

What's the matter, let's substitute it:

You buy something on the app, and the platform shows that there is no reason to return it within 7 days, and you open the online process to apply for a return.

As a result, a few days later, the platform customer service called you and said that the thing you returned was damaged, and they could not return the product for refund, so they could only return the product as it was.

When I talk about this, netizens who have experienced it must have "understood everything".

Something happened, and we have to fix it.

As a consumer, if you think about it, there are only a few common solutions:

1. You start to doubt yourself, is it true that I accidentally broke something? Because you are not sure, and you happen to be a person who is afraid of trouble and has a soft temperament, you can only reluctantly admit it, agree to what the platform customer service said, and return the things to you.

Of course, there is another exception here, where you do break something and knowingly return it to the platform, wanting the platform to bear the loss for you.

This situation is not in the matter that Fox Mei said today, because there are indeed a lot of "unscrupulous" consumers who have done this.

There are also many cases, such as the group of people who came back from a trip to Harbin and asked for "seven days no reason to return" the worn snow boots...

Second, although you are not sure if you have broken something, you don't want to admit it for no reason at all, so you ask them to provide evidence of damage, and start to consume and pull with them until the platform returns the money.

3. When the customer service called, you were extremely convinced that you had not broken the things you got at all, so you had a tough attitude and asked the customer service to handle the return and refund according to its own regulations, otherwise you asked the third-party supervision to intervene.

If it were you, what would you do about it?

If the fox girl is a girl, it must be the third type, but the actual situation, can it really be solved so smoothly?

Let's take a look at the real things of the past few days and this month (the incident originated from Douyin user @I still remember the video evidence self-report) ~

A user who opened a JD PLUS membership, first in March, bought a men's watch of more than 3,000 yuan at the JD App Tissot JD's self-operated flagship store, ready to celebrate her boyfriend's birthday.

After his boyfriend received the watch, he said that he didn't like this one very much and wanted to change to another one, so the two discussed applying for "7 days no reason to return" according to the platform regulations, and before returning it, she took a photo of the product before returning it.

A few days later, Jingdong after-sales called and said that the returned watch would be tested, and the test would be refunded if there was no problem.

After the young lady agreed to the test, a few days later, the customer service called again and said that because the watch was scratched, a refund could not be made.

At that time, the young lady was very sure that there could be no scratches on the watch on her hand, and she also had photos to prove it.

So she asked JD.com customer service to provide a test certificate, but several customer service customers called and said that they couldn't provide this certificate.

After the young lady made a few rights protection calls, the feedback given by JD.com's customer service was: the test certificate could not be provided; You can give a coupon of 300 yuan.

The young lady felt that she was wronged, because the watch was not damaged by herself at all, so she went to search Xiaohongshu and said that there were a bunch of people on it who had experienced the same situation as her.

At this point, she began to wonder, was there a problem with this thing before it was received?

Here's the point! In order to verify her idea, this young lady bought another watch of nearly 3,000 yuan in the JD App Tissot JD.com's self-operated flagship store, using the same account number and signature address.

The difference is that after receiving it this time, she didn't even open the courier, and applied for a return two days after putting it at home, and when the courier came to process the return, she also confirmed that it was not opened and returned.

Funny! A few days later, Jingdong after-sales called again and said that this watch should be tested, and the young lady agreed to test, and a few days later, Jingdong customer service called and said, "There are scratch marks on the back cover of the outer case of the test strap for marketing secondary sales, and it does not support returns, and you need to send it back to the original address"?!

Do you think it's outrageous?

Once is accidental, how can it be counted twice?

A few days after this matter was posted on the Internet, more people paid attention to it.

On the one hand, some netizens left messages in support of this user, hoping to contribute to the dilemma of "it is difficult for ordinary people to protect their rights".

But on the other hand, the fox girl also paid attention to the fact that many netizens shared their own experiences that were too similar:

I bought Joyoung soybean milk machine in Jingdong, and after returning it, I also said that there were scratches, I didn't open it at all, I originally bought it for a friend to send a new wedding, and my friend said that the man had it at home, so I returned it! Jingdong received the goods immediately after signing for it, and it was difficult to protect rights. ”

"I'm a courier, a customer bought a Huawei watch, not satisfied, from me to retreat, the result of the merchant also said that there are scratches do not return, the customer came to me to make trouble, I have to pay her more than 2000, said to give me a good time, it turned out to be pitted."

My friend too, she is a computer, she has been communicating for a long time, it takes two months, she made a lot of complaint calls, and finally contacted me on Douyin, I remember that it was directly exposed in the live broadcast room of the people's livelihood hotline, and finally refunded.

It's really hard to judge!

First of all, Fox Sister has not experienced this kind of "porcelain after-sales" on the Jingdong platform, and there is no actual data to show how many users have really experienced the same thing.

Judging from the comments of netizens unilaterally, there are not a few.

Now that something has happened, it shows that there are indeed certain problems in Jingdong's after-sales service.

This issue is sure to make consumers' trust in the platform suffer a lot.

Let's talk about it a little more ugly, whether it is an individual after-sales problem or a conventional routine, JD should give the results of the investigation.

After all, I see that there are sharp-tongued netizens who question whether they are defrauding consumers, which is hard to hear...

In this regard, the follow-up to this matter is that the young lady recorded the video and evidence throughout the process, cut the video and posted it on the Internet, directly @Jingdong @ Swiss Tissot Watch Official, strive for rights protection, and hope that the official will give an explanation.

A few days later, Jingdong's after-sales service contacted the young lady again, and the result was that the after-sales phone made two watch orders for her to return and refund, and expressed her apologies.

At this point, it's gone.

There is still a suspense for us, what about the watch test report? The question that can't be taken out, is it JD.com's, or is it the official watch?

A detail: Even some netizens sent out after-sales screenshots of Taobao Tissot stores two years ago, and they also encountered such a case of "no refund due to damage to detection".

It seems that this routine has been used in the market for a long time.

The same problem is still happening to this day, what is the problem?

In fact, neither the platform nor the merchant can escape the responsibility, and the after-sales process of the platform is still not perfect, giving many unscrupulous merchants the opportunity to "exploit loopholes".

The most important thing is that the third-party supervision is still insufficient, otherwise the same problem will not occur all the time.

In this case, as an ordinary consumer, how to ensure their consumer rights, I am afraid that they can only be less lazy, more attentive, and keep certificates in advance, so that they can protect their rights more efficiently when something similar happens to them...

Resources:

Screenshots of other networks such as Douyin, Sina Weibo, etc

Editor: CR

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