Cross-border access does not support 7-day returns

Abstract: Sea Amoy market is expanding, but consumers keen to buy foreign goods still cannot enjoy last year's "consumer Rights and Interests Protection Act," the new net purchase no reason return system. In the interview, the reporter learned that even in the cross-border mall is regarded as the sea scouring the regular army

The "Sea Amoy" market is expanding, but consumers keen to buy foreign goods still cannot enjoy the new "net Purchase without reason return" system of the "Consumer Protection Act" last year. Reporter in the interview learned that even in the Cross-border through the mall is regarded as the sea Amoy "regular" of the electric business platform, buy foreign goods want to return is difficult, consumers must find a specific single merchant "Consultation to solve the problem." July 22, the Shanghai Municipal Consumer Protection Ordinance Amendment (draft), the first trial of the Municipal People's Congress ended. Relevant people said that local legislation is not suitable for foreign-related civil relations jurisdiction, the application of law and other substantive issues, can only request the consumer Security Committee to participate in the construction of Cross-border consumer rights protection mechanism.

Cross-border online shopping is expected to reach 4 trillion yuan this year

In recent years, with the convenience of traffic and the rise of e-commerce, the total amount of cross-border consumption continues to grow. June 26 This year, the China national General Administration of Industry and Commerce, the European Commission on Health and Consumer Protection, co-sponsored by the Central European Consumer Protection seminar held in Beijing. The meeting revealed that last year, China's Cross-border e-commerce transaction scale exceeded 3.1 trillion yuan, according to estimates, this year is expected to reach 4 trillion yuan, to 2016 to 6.5 trillion yuan, annual growth of nearly 30%.

At present, the main way of cross-border consumption is through the electric business platform, commonly known as the "Sea Amoy." The electric dealer has played the traditional commercial incomparable function, but the electric Commerce post-sale Service link is more complex than the traditional commerce. The interpretation of Shanghai Municipal People's Congress pointed out that Chinese consumers in the overseas or through the network Cross-border purchase of goods or services after the consumer dispute, due to language barriers, legal differences, judicial jurisdiction and other issues, the cost of defending rights is very high; foreign consumers are also facing these rights challenges in China.

The problem that the electric dealer is faced with after service is: How can the buyer and the seller not meet each other, and the logistics cost is high, guarantee to transmit the information, negotiate successfully and establish the trust relation. When the customer requests the return, some merchant asks the customer to send the goods, the verification later seeks the solution. Many consumers think that sending goods, inspection time and effort. In cross-border consumption, Shilai, exchange rate changes, warehousing changes quickly, unpredictable situation will be more.

"Sea Amoy Regular Army" does not support "7 days Return"

The new Consumer Protection Act, which was revised last year, stipulates that "Consumers have the right to return goods within 7th from the date of receipt of the commodity, and that there is no need to explain the reasons", to the "sea Amoy" market, it may not work. Last November, cross-border shopping mall in Shanghai FTA official trial Run, by the Oriental Electronic Payment Co., Ltd. Construction, operation, is regarded as direct consumers to buy foreign high-quality goods and Sunshine tax "regular Army." However, the reporter learned that the Cross-border Web site does not support "no reason to return".

Reporter to the website customer service consultation return policy. Staff explained: "The first case, customer service first to confirm whether the staff received merchandise, if the product does not appear quality problems, do not give refunds." In the second case, if the customer expresses the objective reason of duplicate transaction, trade goods error, the customer must provide the order number, consignee name, contact telephone and so on. Cross-boundary will confirm whether the merchant and the logistics company have declared to the regulatory department, if the goods order is not declared, can be corrected by the merchant for the quantity of goods and goods, such as the goods order has been declared and the return is not accepted. ”

According to the website of the official questions and answers, whether the return by the arrival of Cross-border merchants to decide: cross-border website for shopping guide platform, the actual transaction will be guided to the website of the merchants to carry out, if you want to return, please contact the merchant to consult specific matters. When the merchant agrees to return the goods, it will pay the money to the east for a refund. The Oriental payment will return the funds to the bank card used in the online payment on T+1 Day, and the bank will return the funds to the cardholder card within N working days, in which the exchange rate gains and losses will be borne by the cooperative merchant.

Electronic Business era rights protection through online solution

In the "Sea Amoy" market rapid growth, the electric business platform competition intense era, do service may be more important than selling goods.

In the article "on consumer Cross-border e-commerce dispute Resolution", Chen Jianling, associate professor of business and economics, has put forward a popular view in the academic circles: in solving cross-border e-commerce disputes, online solutions are more advantageous than traditional telephone complaints or lawsuits-using advanced information technology to make evidence exchange faster.

In fact, in overseas, a complete ODR service is being considered as a necessary configuration for E-business platform operators. ODR refers to all the ways in which a third party, which is not a court but impartial, is covered by all networks to resolve disputes arising from an electronic commerce contract between the Enterprise and the consumer. At the China-EU Consumer Protection Symposium held in June, Christopher Deck, of the European Commission's General Health and Consumer Protection Department, introduced the EU's online consumer dispute resolution platform (ODR) in various member countries to address Cross-border consumer service disputes. The power of the era of the rights of the template may be a "no region": consumers have questions about the product, online fill in the purchase of goods, purchase date, order number, upload evidence pictures, you can enter a third party to establish the rights platform-without dialing the local 12315 rights hotline.