Beijing Consumer Association announced online shopping experience: Excellent purchase network set minimum consumption

Poly Beauty products Suspected misleading consumers, excellent purchase network set the minimum consumption, Taobao store returns to customers first to praise ... Recently, the Beijing Consumer Association announced to Jingdong Mall, Taobao, Amazon and other 18 shopping websites "experience". The results show that although the "7 days no reason to return" success rate of 82.35%, signed before allowing open box inspection accounted for 97.06%, but the network commodity operators do not provide effective invoices accounted for 55.88%, there are individual sites for "7 days no reason to return" set artificial obstacles.

Return criteria are not uniform

City Association responsible person to introduce, experience personnel to ordinary consumer identity, online purchase related products after the application for return, a total experience of 18 shopping websites. All 34 times return experience, 28 successful for no reason returns, accounted for 82.35%; 6 times no reason to return the work, accounting for 17.65%. "7 days no reason to return" and other provisions of the implementation of improvements, but there are still many problems.

The results found that the electric quotient of "7 Days without Reason returns" and other return policy provisions of the more general, especially the "goods intact", "no impact on two sales" and other key issues, a wide range of standards, easy to cause controversy. Only Taobao, CAT, Pat Net, Gome online, such as a few shopping sites in the return policy, according to commodity classification of "do not affect two sales," the definition of the provisions, Jingdong Mall, Suning easy to buy, Xun nets, Dangdang and other shopping sites only in all kinds of product rules, not to return merchandise to make corresponding prompts.

City Association Responsible Person said, some shopping sites suspected propaganda and actual discrepancy. such as the United States excellent product site in eye-catching position to bold font and other forms declared: "After Kaifeng can be retired, after use can be returned," "30 days without any conditions of return." But part of the high value of the merchandise, Poly-Mei will be linked with the printed "Poly United States Excellent products" of the security seal, if the cut back again involved refunds, will not be able to deal with returns, and require some of the merchandise to maintain "the original and accessories such as the sale of goods complete", The City Association thinks, the website propaganda 30 days without any conditions of return, on the other hand, through specific provisions set the practice of return conditions, suspected of misleading consumers.

In addition, some shopping sites set the minimum consumption limit, artificial set of return barriers. If the experience person after shopping from the Internet to apply for returns, the site prompts "If you need to apply for a refund, please activate the Tenpay account."

More "Wonderful" is that some operators require first to return the praise. Taobao store said that the return is not a problem, but must first in its shop to fill in the product praise. But when the experience personnel completed the praise, according to the address provided by the operator to return the goods, the operator refused the return application. Experience personnel to Taobao complained about the shop behavior, and submitted the relevant materials to request a refund. As of September 1, the experience staff still did not receive a refund.

Free increase of non-return goods

The new "Elimination Law", in addition to the provision of 4 categories of goods not suitable for 7 days without reason to return, also stipulates that "other according to the nature of the commodity and consumers in the purchase of goods to confirm that it is not appropriate to return, do not apply for no reason." "A number of electrical business enterprises in accordance with the provisions of their own expansion of the" Special merchandise "scope.

such as Jingdong Mall, diamonds, gold, watches, jewelry and personal accessories, food, health care products, personal care supplies, accessories, cosmetics, virtual goods, etc. do not support 7 days without reason to return. Gome online regulations, watches, jewelry, outdoor, sports, medical, adult supplies, drinks, food, mother and child, toys and other commodities do not support the return of no reason. Le Bee Network even stipulates that the clearance of the sale of the packaging damaged goods, near the expiration of goods, clearance of goods, not returned.

In addition to the inclusion of more goods does not apply for no reason return range, some electric business enterprises also to such "special commodities" to make "once signed, no return" provisions. such as the Amazon regulations, mother and child goods, food products, wine products, food pet goods, beauty cosmetics products, beauty Pet goods, personal care and health and blood glucose meter type of merchandise once signed, not accept returns.

Nearly 30% online shopping is not "one-to-one" express

The new "Elimination Law" stipulates that, according to the nature of the commodity and consumers in the purchase of goods to confirm that is not suitable for return, does not apply for no reason to return. But the survey found that: no one electrical appliance business enterprises to truly let consumers confirm. Because, "one-to-one" is not exactly equivalent to "confirmation". Moreover, in all 36 experiences (2 times not shipped), there is no reason for the application of the return to make "one-to-one" express 24, accounted for 66.67%, still nearly 30% did not do "one-to-one" express. In addition, 13 times did not express the name of the operator, address and contact telephone and other information or express incomplete.

Investigation found that although most shopping sites in the return terms, reminding consumers must be inspected before the delivery, but courier door-to-door, but rarely prompted consumers to open the box inspection, and at present, most consumers do not develop the habit of open box inspection, leading to the receipt of the box before the inspection is still not implemented, This link is precisely the place that is easily contentious.

The experience of 34 of the receipts, 15 times the operator provided invoices, accounting for 44.12%, 19 times the operator did not provide invoices, accounting for 55.88%. In 19 of the experience of not providing invoices, 14 times belong to the third party operator behavior, 5 times belong to the electric business enterprise self-management behavior.