Today, the topic "** will support refunds only" is the first hot search, and sellers get too many bad reviews or violation records on the ** platform, and once they receive complaints, they may face a direct return refund or a refund only.
Recently, ** issued a public notice on the change of the "Platform Dispute Settlement Rules", which took effect yesterday (December 26).
This also means that since Pinduoduo and Douyin, another e-commerce platform has launched a "refund-only" after-sales mechanism.
The purpose of this mechanism is to provide consumers with a better user experience, and at the same time to take stricter measures against those merchants who have not been in place for a long time and whose quality is not reliable.
Judging from the adjusted new regulations, the first article is "based on the platform's own big data capabilities, identifying multi-dimensional combinations, and making a quick refund or return refund for buyers who initiate after-sales services that meet the relevant circumstances".
In other words, if there are too many bad reviews or violations, once complained, the seller will be directly judged by the platform to return the product for a refund or only a refund.
Change Article 2 on delivery specifications: "For the seller to delay delivery, forced delivery without the consent of the buyer", the resulting related costs and risks of damage, damage and loss of the goods shall be borne by the seller, and the order can be refunded to the buyer.
This also means that if the seller delays the delivery or forces the delivery without the buyer's permission, the system supports the buyer's "refund only".
The third article is about "7-day no reason to return" products or products rejected by the buyer, which supports the buyer to apply for a refund after the refusal.
"Refund only" is the first after-sales mechanism launched by Pinduoduo, that is, when a consumer applies for a "refund only" from the platform, if the merchant does not operate within 48 hours, the system will default to the merchant's agreement to the refund application and automatically initiate a refund. This apparently user-oriented mechanism is also considered a key step for Pinduoduo to break away from the red sea of e-commerce.
However, now, in addition to the low-price strategy, the "refund-only" after-sales mechanism is gradually becoming the e-commerce industry standard.
On September 21 this year, Douyin e-commerce also updated a rule about "refund only" in the "Merchant After-sales Service Management Specification": Douyin merchants' "product praise rate is less than 70%, and the platform has the right to take measures to support consumers to refund only and return and refund the after-sales application for the product transaction order, and the product praise rate can be lifted if it recovers to more than 70% for 7 consecutive days. ”
"Refund-only" protects consumers to a large extent, but it also means uncertainty and risk for merchants.
In this regard, the solution of big data is proposed. The new rules will determine whether a buyer's expedited return refund or refund request will be supported based on the seller's actual operation. It is equivalent to avoiding the risk of wool gathering for the seller of the "wool party". In addition, ** also provides a fast appeal channel for merchants, and merchants can file appeals for orders within 30 days.
This time, the ** released new regulations.
Many netizens also expressed their thoughts.
At the same time, the JD open platform recently announced adjustments to the after-sales service management rules, the most notable of which is the new refund non-return implementation standard. It is reported that the rules will officially take effect on December 29. At the same time, the General Rules for the Settlement of Transaction Disputes on JD's Open Platform have also been updated to include support for refund-only users, which has taken effect today.
*: Orange Persimmon Interactive, Jimu News, JD.com, News Morning Post.
Edited by Jia Kai Reviewed by Jiang Bo Zhong Wei.
More news**Hangzhou chief news client "Hangzhou News".
Long press *** to click on Watching to tell the people around you.