Liu Zhichi: Electronic Business integrity and self-discipline related to consumer rights and industry development

Original title: Online shopping development and online shop self-discipline

Individual shopping site pre-sales after-sales service Attitude "ice fire double days" prior to do "subtraction", deliberately ignore the consumer should enjoy the rights and interests; afterwards do "addition", artificially raise returns "threshold". In the rapid development of E-commerce today, honesty and self-discipline is not only related to the legitimate rights and interests of consumers, but also the long-term development of the industry.

Recently, I bought an air purifier in Jingdong Mall. Never thought, after the goods sent to worry about things will follow.

First of all, the purifier "Harting" appearance and the site glossy picture there is no small gap, second, the goods are new also have greater doubt. In addition to the more obvious two traces of packaging, after the discovery, button batteries have been installed in the remote control, and according to previous shopping experience, batteries and remote control should be separate packaging.

Ordinarily, with these reasons can find a dozen "no reason to return the goods" under the banner of the merchant returned goods. Behold customer Service gives reply: "The packing opens affects two times sale, does not return". The question is, how can we find the quality flaws in the product without opening the package? Results Customer service This time give the answer more simply: "If the goods are not brand new, you can find a test body identification." "The implication, whether to exchange two said, consumers have to make an appraisal of their own pockets."

Originally thought that the author's encounter is only an example, the Internet to understand, there are similar experience is really a few.

From the specific content of consumer complaints, commodity quality, promotional traps caused by the return of exchange is the focus, but really let consumers feel more comfortable, it is the business in the process of dealing with the issue of the "domineering", as well as the attitude of pre-market after-sales service "ice fire two days."

The first is to do "subtraction", deliberately ignoring the consumer should enjoy the rights and interests. Although most of the current shopping sites in the home page launched a link to after-sales service, but for specific goods may appear quality problems and after-sales service issues, regardless of the consumer when the order or to the consumer to send a confirmation message is often not prompted. Express door-to-door is ignoring the already implemented commodity inspection standards, urging the grass initialled.

The second is to do "addition", artificially raise returns "threshold." The author of this shopping experience as an example, enter the return link, not only the business response speed by shopping "morning orders, the afternoon service", a decline of "48-hour processing returns, application, 15 days after the success of the refund." Shopping can be unregistered users of the treatment, to this time has become not only the need for authentication, but also to carry out mailbox verification, cell phone verification, security verification of the account and so on a number of verification. And when the applicant patiently crossed the road of man-made obstacles, often found that the usual resistance to their spam e-mail, the indiscriminate bombing of an unknown reason, "Jap" received no verification of the message. Click a few times to send the button, the merchant also prompts "more than the number of send, please retry in 24 hours."

In this process, especially noteworthy is the customer service staff reflects the "professional attitude." Always smile to the right, is a variety of prevarication, do not solve the actual problem, it seems to have become a number of electrical dealers to deal with the problem after the usual practices.

In fact, the problems that consumers encounter are not entirely without solutions. In recent years, a number of shopping websites to introduce third-party payments and the real "no reason to return" clause, due to the objective and neutral third-party judges, the various disputes greatly reduced. But this highly acclaimed business model does not get the attention of large shopping websites. The reason is not to do not want to. These businesses are not always put down, is short-term cash flow control and involved in their own interests, "the final interpretation of the right." Over the same term, "shop bullying" is inevitable.

In the past, we have been accustomed to the network shopping process of the various chaos is attributed to the relevant departments of inadequate supervision, lax enforcement. But from some of the so-called "reasonable evade" consumer legitimate rights and interests of the "domineering" performance, in the rapid development of E-commerce today, honesty and self-discipline is far more important than his law. This is not only related to the legitimate rights and interests of consumers, but also the future long-term development of the industry.