Eliminate and protect the network purchase service experience

Absrtact: In order to send 20 digital pens to each other in time, do not hesitate to fly from Fuzhou to Shenzhen, and then take a 18-hour train back to Fuzhou. In order to send a batch of electronic switch in time, a pair of couples in the rain to play 5 hours of the car to another city

In order to send 20 digital pens to each other in time, take the plane from Fuzhou to Shenzhen, and then ride the 18-hour train back to Fuzhou. In order to send a batch of electronic switch in time, a pair of couples in the rain to play 5 hours of the car to another city. A man middle in the heavy rain, only to send a warm water bag to the girl's hands before 12 o'clock.

So much trouble, not for show, the reason is only "good faith" two words. A few days ago, in Taobao consumer protection services, there is a "flash delivery", that is, the seller promised to send the goods within 24 hours, so that consumers can receive their own pictures as soon as possible baby. But logistics is also late, in order to protect the interests of buyers, but also in order to abide by the "Lightning Delivery" service agreement, some sellers at the expense of high tolls and time costs in person to deliver.

In addition, it is reported that Taobao will also be held from November 21 to 27th, the theme is "rest assured stockpile, warm winter!—— consumer protection theme Week" activities. Consumers will not only be able to experience 40 percent of the price of Taobao rich products and affordable prices, "lightning shipments" and other five characteristics of consumer protection services in the five special session of the debut.

According to Taobao related responsible Li Introduction: This special event selected a group of good after-sales service, well received by consumers of business goods. "Hope that through this activity, guide consumers How to get more protection in shopping and how to safeguard their rights and interests, buy, happy to buy." ”

Eliminate and protect the network purchase service experience

Taobao has become an important part of people's daily consumption. The Ministry of Commerce's "Twelve-Five" E-commerce development Guidance points out: in 2010, the network retail turnover amounted to 523.1 billion yuan, equivalent to the total retail sales of consumer goods 3.3%. "Opinion" also pointed out: the establishment of E-commerce credit system is the next direction.

Taobao since its inception has been to promote Taobao sellers to provide service standards for buyers, so as to better protect the rights of consumers, improve the level of online shopping services. Especially in recent years, has increased the investment in this respect. March 15, 2007, Taobao launched a "Consumer protection plan", after the launch of the "7 days no reason to return", "false one compensation three", "Lightning Delivery", "30 Days Maintenance", "Third-party quality inspection" and other security services.

Taobao related director Li introduced: "These characteristics of security services not only agreed to the seller's obligations to the buyer, but also enhanced Taobao as a third-party agency in consumer supervision, rights, mediation and the role of credit supervision." With the standard of promotion, Taobao sellers of consumer service level is also continuing to improve. The 30-day maintenance service for digital and home appliances has also continued to decline in the complaints since 2010, from 0.0459% per cent in January to the current 0.0316%.

Sellers bid "incredible" service

Why introduce so many kinds of characteristic service, not all-inclusive standard? Li explains: This is because Taobao is an exceptionally large shopping market, with more than 800 million items, covering almost every area we can reach. The demand for services from different industries is naturally different.

In the case of women, the buyer is most concerned about the possibility of receiving new clothes as soon as possible, if the purchase is not acceptable can be returned as soon as possible. Therefore, in this area, Taobao more implemented the "7 days no reason to return" service. For cosmetics, it is about face and health problems, the identification process of fakes is also very complex, quality issues become critical, "false one loss three" there is the need to implement. With the rapid development of the consumer security system, Taobao will also have more features of the introduction of consumer protection services.