in Chengdu. Offline physical stores can also return goods without any reason.
And the "Rong Yi Return" applet.
Make it easier and faster for physical stores to return goods without any excuses.
"Rong Yi Return" takes you to the return
In recent years, the Chengdu Municipal Market Supervision Bureau has actively guided offline merchants to implement the no-reason return commitment system, and introduced the no-reason return regulations for offline physical stores. In order to make it more convenient and faster for consumers to return goods without reason in physical stores, the bureau has built a digital service platform and launched the "Rong Yi Return" mini program, which has been widely recognized by consumers.
Hu Yanfang, a consumer in Chengdu, bought two cans of canned luncheon meat at the Walmart North Street store last year, and after trying one box, she felt that it was not to her liking, so she wanted to return the remaining box. Through the "Rong Yi Return" applet, I learned that the store implements no reason to return, and the canned food is within the 90-day return period, so I went to the supermarket to successfully handle the return.
Wang Qiang, deputy director of the Chengdu Municipal Market Supervision Bureau, told reporters that the core of the "Rong Yi Return" service platform is to establish a dynamic directory of offline physical stores that have no reason to return units.
In addition, the platform also has "I want to review" and "Complaint and report" buttons, so that consumers can evaluate the business according to their consumption experience. In the event of a consumer dispute or a merchant is found to have committed relevant illegal acts, you can also click the "Complaint and Report" button to directly file a complaint and report to the market supervision department.
Wang Qiang told reporters that as of December 31, 2023, there are 133 merchants staying in "Rong Yi Return", with more than 60,000 web page views, and the merchant 1 is contacted through the "Rong Yi Return" buttonMore than 80,000 people, using "navigation" more than 8,000 people, exceeded expectations and was pleasantly surprised.
There are "rules" behind "Rong Yi Retreat".
With the support of rules, we can better avoid consumer disputes over returns and exchanges. Wang Qiang told reporters that after the establishment of the "Rong Yi Return" platform, the Chengdu Municipal Market Supervision Bureau jointly drafted the "Regulations on the Return of Chengdu Meizi Offline Physical Stores without Reason" in accordance with the requirements of the development of Chengdu, Deyang, Meishan and Ziyang in accordance with the requirements of the development of Chengdu, Deyang, Meishan and Ziyang, and unified the standards in the metropolitan area and jointly promoted them. The "Provisions" clearly regulate the scope of application, working principles, commitment specifications, return specifications, dispute handling, organizational mechanisms and management responsibilities of offline unjustified returns.
In fact, the categories of offline unjustified returns, the length of the return time limit, etc., are all set by the merchants themselves, and after unifying the rules and requirements, the merchants can dispel their concerns and make it easier to understand and accept. Wang Qiang said. Article 5 of the "Provisions" stipulates:
According to the actual business conditions and the attributes of the goods operated, in addition to the 'three guarantees' stipulated by laws and regulations, the operator shall adopt the methods of one store and one commitment and one enterprise to determine the scope of the varieties of goods that are promised to be returned without reason, the return conditions, the return method, the return process and the return time limit. ”
If there are individual consumers.
Take advantage of the "loophole" of no reason to return
Malicious returns. What to do?
In this regard, Article 16 (Prohibition of Misconduct) of the "Provisions" clearly stipulates:
Consumers shall follow the principle of good faith when returning goods without reason, and shall not use unreasonable returns to seek improper personal interests, and shall not carry out improper behaviors such as 'fake purchases, malicious returns' and 'unauthorized exchanges'";
If the proprietor has evidence to prove that the consumer did not purchase the goods for the needs of daily consumption, or violated the principle of good faith, or there is malicious intent, the proprietor has the right to refuse to return the goods and explain the reasons";
If a dispute arises with the operator at the time of return of goods due to the consumer's pursuit of improper benefits or improper conduct, the market supervision and administration department and the Commission for the Protection of Consumer Rights and Interests will not support the improper request for the return of goods without reason."
"Rong Yi Retreat" is "the first 100 meters".
The "Rong Yi Return" service platform carries a lot of "care" and "expectations" of the market supervision department. Wang Qiang said that to build a "Rong Yi Return" platform, is to build a return communication platform for merchants and consumers, consumers can directly contact merchants, the "first 100 meters" of consumer disputes to consumers, through smooth information channels, so that consumers and merchants can negotiate and settle on their own, without calling 12315 to complain.
Recently, the reporter interviewed a number of customer service leaders who settled on the platform, and they all said that the entry of "Rong Yi Return" can enhance corporate credit, but the number of returns has not increased significantly, but on the contrary, it has a boosting effect on management, product and service quality.
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Produced by the editorial department of China Consumer Daily.
* China Consumer Daily, China Consumer Network.
Reporter Liu Ming.
Edited by Li Xiaoyu.
Producer: He Yongpeng, Ren Zhenyu.