Major electric dealers after the sale of Chaos: "overlord clause" surface clusters

In the local electric business industry rapidly mature today, consumers after the link helpless "yaba" cases are not repeated.

According to China's e-commerce complaints and Rights protection public Service platform from this year's April-June complaint Statistics selected case calculation, on average, there are dozens of complaint cases involving electric dealers each month, of which more than One-third are refunds and returns, involving Taobao, Dangdang, Pat Nets and other platform-type electric dealers, as well as handle, poly-Mei excellent products, Customers such as vertical electric dealer or group buying website.

Among them, the group purchase mode of complaints more. The above network purchase complaints platform monitoring data show that 2012 in the national group purchase site complaints accounted for, high peer nets, handle nets, glutinous rice net three sites complaints rate of up to 8.62%, 8.13% and 7.88% respectively.

High complaints, refraction of the highly criticized after the sale of chaos. The surface seems to be the process of processing mode, but in the actual operation, but let consumers constantly encounter the "invisible" overlord clause.

The terms of overlord are everywhere.

July 24, the reporter logged into the famous Group purchase website glutinous Rice Net homepage. In its large number of group purchase page, the merchant has added the "Do not support at any time refund, does not support expired refund" words.

And in the State administration of Industry and Commerce issued the "on the Strengthening of Network group purchase management of the views," proposed that group purchase site operators should comply with the "elimination Law" on the return, refund of the relevant provisions, shall not exclude consumers in accordance with the law of returns, refunds and other rights. In particular, in the case of refunds, group purchase net to the sale of the purchase of goods or services, can not set overdue prepayment, or limit the amount of money to be returned to the Web site accounts and other restrictions.

Sticky rice net "overlord clause" is only one case. In the refund or return of goods, such as after-sale links, online shopping consumers most likely to encounter disputes and unequal provisions can be divided into three categories. First, "Counter inspection", "false one compensation three" and other commitments in the form of fake, or new harsh conditions. For example, China's e-commerce complaints and human rights public service platform for the collection of complaints records, including the requirements of the electrical business "consumers in 7 days to complete the return of products returned," or "consumers to buy products in the amount of more than 100 yuan" and so on.

Second, if the product quality is suspected, the onus of proof is on the consumer. Pat NET customer service to reporters that if you think that the products purchased on its website have quality problems, "Consumers need to contact the brand to obtain authentication certificate, the site can help consumers and settled businesses to talk about claims."

Third, even if the consumer's return refund claims have been responded to, the electrical business will not be a full refund, but will involve the consumption of all, or part of the money returned to the consumer's electronic account, in disguise, forcing consumers to continue to spend on the site.

Inspection and invoice difficulties

The chaos of after-sales service, from pre-sales customer Service Link has been the ambush pen. This reporter on the Lauder, Lancome Products interviewed Taobao, Jingdong, cat, such as a number of E-commerce platform shops or third-party distribution businesses, many of which are claiming that the price of products is only half of the original value or even lower, but the quality of the product is not responsible.

A shop named "Gan Cheng Mei House" posted the inspection mark on the website. Customer service claimed that this was a sign of local inspection when imported from Britain. Another Taobao store's Lancome five-piece set is only a few of the original price, customer service said "This is because their purchase channels from Hong Kong." are with the local beauty salon long-term cooperative purchasing. But they refused to provide any official sales license or quality inspection reports.

Interviewed by the Jing-dong, Days of the cat on a number of merchants have said that they guarantee the sale of cosmetics products are authentic, offline counters can be inspected. However, many beauty brands have said that they do not support the so-called counter inspection. "We are not responsible for any quality problems with the products sold by unauthorized channels," said the official. ”

Jing Dong a name for "The constant name makeup" of the settled business, its customer service began to reporters to make a special counter can inspect the commitment. But when the reporter talked about the statement of the brand side, to facilitate the said "online shopping and physical stores conflict, can not inspect." Can only go to the counter to compare the trial installed products. This customer service also said, even if returns, also must return to "the constant name makeup", but cannot directly contact the offline counter to handle.

In addition, many of the electronic business site is difficult to produce regular invoices, but also caused many consumers questioned. For example, the glutinous rice Net part group buys the business activity The merchant does not produce the invoice directly. Store said that there is a deal with the group, "If you need an invoice, you must call the corresponding group purchase site, and then by the site and the store to contact the rear can be opened." And the United States and the quality of the consumer invoices must wait at least 30 days before opening. Such examples abound in the electric business sector.