Xiao Zhu in Haining, Jiaxing.
is the person in charge of Tmall**.
The shop mainly sells fur coats.
Recent. A mink coat was returned by the buyer.
The platform supports refunds.
Xiao Zhu didn't understand.
Because that dress is.
Sold about three years ago.
Follow the order and chat information provided by Xiao Zhu.
Ms. Yang from Hebei on December 22, 2020.
A men's mink coat was purchased.
The actual payment amount is 679677 yuan.
A week passed.
Ms. Yang proposed.
Bought for someone else.
Now I noticed that the cuff was missing such a large piece.
Or I'll go back.
You can change it for me."
*Customer service replied "yes".
and provide a return and exchange address.
January 6, 2021.
Ms. Yang said. I don't change it.
He's out there.
It's also troublesome for him to call the courier.
We fix it locally.
You refund us more spreads".
Judging from what Ms. Yang sent to **customer service**.
A piece of hair did fall off the sleeve.
*Person in charge Xiao Zhu: It may not be very good to have a piece of hair, but after negotiation between us and us, we made up for the difference in price.
Reporter: How much was made up at that time?
*Person in charge Xiao Zhu: I made up 200 yuan.
*The chat message between the customer service and Ms. Yang is displayed.
After that communication in January 2021.
There was no further communication between the two sides.
Until the 11th of this month.
A platform reminder pops up on the chat page of both parties.
The current order has passed the after-sales period.
The buyer applies to open the sales outlet.
It is recommended that you take the initiative to negotiate with the buyer.
and deal with it as soon as possible".
That day. The other person contacted ** customer service.
And sent a screenshot of the order for this mink coat.
After some communication between the two sides.
The other party proposed. You send me the certificate of import mink.
This mink is a quality problem.
Something went wrong with the leather board".
*Customer service will be provided by the clothing manufacturer.
The mink customs declaration ** was sent over.
*Person in charge Xiao Zhu: He suspects that this is not a real mink. I said that if you have any doubts, you can go to the quality inspection, because I wrote "imported" in the title, and he suspected that it was not imported, and I provided the manufacturer's customs declaration form to him.
The "Negotiation History" page on Tmall is displayed.
After the platform's customer service intervened on December 14.
*Customer service and Ms. Yang each presented their own evidence.
and uploaded the relevant **.
Ms. Yang mentioned.
At that time, it was only found that a piece of mink fur was missing.
Contact the seller to make up the difference.
There is no bulging and fluffing.
I didn't expect this to happen to a mink that I just bought for two years.
I've bought mink for five or six years and none of them have appeared.
This sleeve bulges as a whole.
The difference between the price paid by the seller before.
We can return it to him".
*Customer service response.
Strongly do not agree to return the buyer for a refund".
On December 19, the platform customer service replied.
Verified by the platform.
The item is eligible for a refund or return.
Support refunds to buyers".
*The deposit was deducted 6796 on the same day77 yuan.
Xiao Zhu said. The buyer, Ms. Yang, sent the clothes afterwards.
He rejected it.
The journalist noted.
On Tmall's refund after-sales management page.
There is such an annotation.
Tmall ruled that this rights protection: non-seller responsibility".
And the "reason for the decision" is.
The item is eligible for a refund or return".
Reporter: Why did you consider refusing it at that time?**Person in charge Xiao Zhu: I have been wearing it for three years, you say yes, and I firmly disagree. If it's not my responsibility, whose responsibility is it?I also don't understand the operation of the platform a bit.
Follow the *** provided by Xiao Zhu
The reporter first called the buyer Ms. Yang.
Ms. Yang said that she had to ask her eldest brother for the specific situation.
From the quality of the mink coat to the words "American Mink" in the title of the product.
Ms. Yang's eldest brother and the person in charge, Xiao Zhu.
Differing views were raised.
Reporter: How long did it take to find that the hair was falling out?Ms. Yang's eldest brother: In less than three days, it was all broken.
Reporter: Did you get wet in the rain?
Ms. Yang's eldest brother: No, no, I want to go back too far, he said to give you some repair money, so he gave 200, less than 300 repair fees, but I didn't expect to wear not only the hair loss, but the two cuffs are exposed here.
*Person in charge Xiao Zhu: Every year when you don't wear it, you have to go to the dry cleaner to wash it or maintain it.
Reporter: What are you afraid of?
*Person in charge Xiao Zhu: Usually afraid of rain and humidity.
Ms. Yang's eldest brother: The title is mink imported from the United States, and I said that you give me all the customs bills and invoices, but he can't provide them, and provides two customs bills, one for Vietnam and one for Thailand.
Reporter: So you propose to return the goods for a refund?
Ms. Yang's eldest brother: Yes.
*Person in charge Xiao Zhu: For this one, I used to make a black one, which was indeed an American mink, and then the black didn't sell well, so I didn't sell it.
Reporter: The fabric used in this dress is **?
*Person in charge: Imported, generally from Finland or Denmark.
Reporter: He thinks that the title of your product should not use the words "imported American mink"?
*Person in charge Xiao Zhu: This is indeed our negligence, and I can guarantee that this dress (mink) is indeed imported.
Reporter: Do you think there is any quality problem with this dress?
*Person in charge: No.
Mink coats that have been sold for almost three years.
Why does the platform open a sales outlet for buyers?
This dress is ** "eligible for refund or return".
Tmall customer service replied to the reporter like this.
Tmall customer service operator: The normal after-sales time is 15 days after the successful transaction, and within 90 days after the successful transaction of some categories of goods on Tmall, buyers can initiate after-sales applications, and in the following cases, more than 15 days can still initiate after-sales: First, according to the relevant provisions of the national three-pack and the new consumer law, the online rights protection entrance of the three-pack category will be extended to 30 days to 180 days according to different three-pack categories;Second, if the product has a commitment, such as a three-year warranty and a five-year warranty, consumers will turn to our platform for help, and the sales will also be opened.
Reporter: Neither of these two items is in line with the situation of this dress?
Tmall customer service operator: At present, the description of the fabric does not match, and there is a high probability that a refund will be determined in this case.
*Person in charge Xiao Zhu: Seven days no reason to return, we all admit it, but how to meet the three-year period?Reporter: The customer service mentioned a little, maybe your clothes promise a warranty.
*Person in charge Xiao Zhu: There is no warranty on my page, and I ask the platform to return the money to me.
Xiao Zhu hopes. The "Tmall" platform can give a clear basis for judgment as soon as possible.
The customer wore the clothes for almost three years.
Why can I return it for a refund at the end?
1818**Eye).