"Malicious return" level customers will not be able to shop again

After the spring and autumn airlines to "difficult" customers blacklisted no service, to provide easy return service to start the electrical business van every customer Prudential products also launched a "blacklist", is listed as "malicious returns" level of customers will not be able to shop again. This message, immediately triggered the consumer hot debate, there are consumers against businessmen "shop bullying", but also netizens said "selfish customers malicious orders, free return", the store has the right not to provide services.

According to the Beijing Youth Daily

Every guest confirms that "blacklist" exists

Recently, there is news that a consumer in order to prevent the purchase of clothing size is not right, in every customer prudential goods ordered, always a set of two pieces, and then the number is not suitable for the return of the item, the results were all the customer-prudential products have been included in the "blacklist" notice.

Yesterday, the reporter calls every customer sincerity product customer service asks "blacklist" whether existence? Answer the telephone customer service told the Reporter: "You wait for a while, I look at the list to you say." ”

Then this van customer service said: "If the customer returns rate of 50%, it will be included in the level two blacklist customers." Second-level blacklist customers to sign merchandise quality problems are not returned. If the return rate reaches 80%, it is considered a malicious return customer, we will limit this account to buy something again. ”

Alleged malicious return to disrupt management

5 years ago, the founder of the Network of excellence founded every customer Prudential products. Mainly engaged in clothing, shoes, home, accessories and other commodities, at that time to support the 1100 cities to pay and 30-day unconditional return of goods and other unique user experience. "2009-2010 Chinese apparel (000902, share bar) Online shopping research report" shows that, where customer-prudential products in their own sales-style apparel (sold to individuals) website ranked first.

However, the customer prudential products to the consumer's blacklist, precisely occurs in its original as a competition slogan of the return of the exchange. Where customer service department people told reporters, for the high return rate of customers, where guests will be their return application for manual audit. The way to deal with it depends on malice. However, some malicious return and replacement customers, each time a large number of purchases of clothing and other goods, only one or two items returned, will seriously disrupt inventory management.

Online shopping industry more than a blacklist

Look at the whole network shopping industry, the implementation of the blacklist system is not a customer prudential products. Reporter investigation found that Jing-dong, when, a number of shops and other online shopping sites have so-called "blacklist", such as Jingdong Mall, customers in one months more than 1 times rejected, will be deducted 50 points. If there are 3-5 returns or rejections within one months, the system defaults to malicious orders. There will be restrictions on participation in Jingdong related promotions.

Dangdang's customer service hotline also said that if a certain amount of time to return goods, will affect the credibility of users, buy again when the goods will be in advance telephone contact is confirmed shipments. Credibility is too low, then pulled into the blacklist, can no longer buy goods in Dangdang.

Consumer Opinion

Understanding, opposing diverging

Netizen Lancers said, "Understand store difficulty, promise a single commodity can enjoy a free and unconditional return goods, this is the business to consumers show goodwill and trust." The Netizen buys two pieces each time, returns the merchant not suitable one, has the abuse "free unconditional return goods" the stipulation suspicion. "Netizen Xiao Mo said:" Can understand, otherwise the customer all for own selfish interests, the malicious many orders, then rejects or does not have the valid reason to return, the other people electric business how develops ".

Opposition netizens Wu Yu that: "The early development, where the customer-prudential products introduced a loose return model, rapid development and expansion, big after the" break the Promise ", this is not only the shop bully, or ungrateful. ”

Expert opinion

It's not illegal to pull black, but

Liu Junhai experts said that China's "contract law", "consumer Rights and Interests Protection Act" and so did not have no reason for return to make a clear provision, so the so-called "pull black" customers do not provide "no reason to return" is not illegal. Many U.S. shopping malls, websites also provide no reason to return, but generally are consumers to pay the replacement freight.

Liu Junhai said: "From the commercial ethics," Push "blacklist" for every customer prudential goods is absolutely unwise, some of the personality of sensitive customer shopping will have concerns, reasonable return will also be included in the unpopular list? "Even if there are individual customers malicious, businesses should believe that the vast majority of customers are well-intentioned, and sometimes businesses" woolly "will gain more.

News extension

"Blacklist" of electric Shangyin

Jing Dong Net: existence deduction integral condition, one month deliver to reject more than once (do not include once), deduct individual account 50 integral, repeatedly reject will be the system default for malicious order.

Dangdang: Dangdang Independent Marketing products can be returned free of charge (Dangdang on sale of other business products such as the need to return goods and business contact with the custom). If a certain amount of time to return goods, will affect the credibility of the user, buy again when the goods will be in advance telephone contact is confirmed shipments. Credibility is too low, then pulled into the blacklist, can no longer buy goods in Dangdang.

A store: There is a blacklist, the system default many times (five or six times for many times) refused to sign will be pulled into the blacklist, no longer free to buy our goods. Daily necessities, underwear, etc. can not be refunded, clothing and hats, such as the need to return goods, responsible for shipping costs. The system determines that malicious returns will be pulled into the blacklist.

Amazon: Goods in the specified date, can be two times the sale of the case, can be returned free of charge, but a certain period of time returned goods, the system identified as malicious consumption, the user account will be frozen, can not be used.