NET purchase 7 days no reason returns industry "there are policies under the policy"

The newly amended Consumer Protection Act of March 15 was introduced. "New Extinction Law" the most eye-catching regulation is to give consumers the "right to regret": Consumers through the network to buy goods, from receiving goods within seven days, can be returned without reason.

The "new law" issued this provision, from the last year, consumers on the Internet to buy a large number of complaints. But consumers ' right to regret is not really guaranteed. The new "Consumer Protection Law" on the first day of implementation, the reporter found beauty care, food and beverage, jewelry, health supplies and other general not suitable for 7 days to return goods.

According to the new law, "Consumers returned goods should be in good condition, the operator should return the goods from the date of 7th, the goods returned to consumers to pay the price, the return of goods to the freight by consumers." Nevertheless, four categories of goods received "immunity", including custom-made, live perishable, online downloads or consumer-opened audio and video products, computer software and other digital goods, and delivery of newspapers, periodicals four categories.

However, the new law announced the next day, the reporter found that the power of the platform to implement the strength of the obvious difference.

In the return policy of a store, there are still many kinds of goods that cannot be returned for 7 days without reason, including beauty care, imported food, food, beverage, mother and child, jewellery and accessories and nutritional health products. Mother and infant food, baby supplies, personal clothing, etc., are not suitable for 7 days to return goods without reason.

Amazon Mall also exists in this situation, remove the new law clearly stipulated 4 categories of goods, food, alcohol, cosmetics, such as other 6 major commodities, can not enjoy 7 days of no reason to return services.

Jingdong Mall and Suning is also so easy to buy, personal beauty Cosmetics, food and beverage, health supplies and other large categories, have different degrees of delimitation in 7 days without reason to return services. Personal cosmetics return service, only vertical cosmetics website gathers the United States excellent products to provide 30 days unpacking unconditional return, at the same time bear the return freight.

Wine Electric Dealer

No reason to return very embarrassed

Relative to the footwear and other enterprises to enter the more mature industry, the liquor industry, "new Ding" of the electricity business, 7th, no reason to refund the implementation status of the new rules appears to be more embarrassing.

Reporter rough Statistics, now contains 7 days of unconditional refund of liquor and water utilities only jiuxian nets, also buy wine and so few enterprises. Also buy wine will be unconditional return period extended to 30th: As long as the product packaging integrity, wine bottle is not open, not defaced, and retain the original also buy logistics outside the box.

and can only conditionally return the liquor type electricity quotient to occupy the majority, for example in the wine Net, 1919, buys the wine net, 19 on-line and so on all in this column. Reporter in 19 online official website to see, it clearly marked: "The customer should be signed on the spot to open the box inspection, check the wine name, quantity, specification, the amount is consistent, confirmed and signed, if not because of the product quality of the return application, do not deal with return business." "And the purchase of wine net more clear: because the wine category is a special commodity, such as the customer signed the goods, the request for return, buy wine network temporarily does not support this service.

This means that if the new law is implemented, the "conditional" return service of most alcoholic dealers will be impacted. Some industry insiders told reporters, in fact, as early as last year in Beijing, a General Assembly, a number of liquor and electricity commodity cards have raised this issue. On this 19 online chairman Huang Wenxiong admitted: food products such as not due to quality problems returned, the biggest risk lies in product quality and safety issues how to protect. "Food has timeliness, and some of the product preservation conditions on product quality will also have an impact, if the return is bound to affect two times sales." Huang Wenxiong pointed out that for drinks, it is difficult to ensure the return of drinks will have the risk of quality and safety, especially in the current competitive environment.

According to Huang Wenxiong revealed that the past 19 online return rate of less than 1%, although the return rate is not high, but the wine and electricity Chamber of Commerce has an impact.

Food and beverage

Two times sales or affected

In the new "elimination Law" before landing, in fact, in the electric business platform food and beverage products have been rarely implemented without reason returns. "Although electricity sales now account for only 1% of our overall sales, the implementation of the new extinction law should have an impact on us," he said. "A well-known cookie brand insiders told reporters that the previous company's online sales, the quality of the problem is not to carry out returns."

The person said that the biscuit is a fragile category, it is difficult to ensure that in the return process will break the impact of two sales.

On how to deal with the new law, the person said that there is no specific plan, to consult the Consumer Council and other departments. There is one more concern. "7 days no reason to refund is to protect the interests of consumers, but if consumers use this power to carry out unwise sales and purchase behavior, how should the merchant deal with it?" ”

In fact, the new law also for the electric business enterprise left a survivor. At the same time, according to the provisions of the new law, some goods do not enjoy 7 days unconditional return, these goods, including consumer custom goods, fresh perishable goods, online downloads or consumer-opened audio and video products, computer software and other digital goods and so on. In addition, in addition to the goods listed in the preceding paragraph, other goods which are based on the nature of the commodity and have been confirmed by the consumer at the time of purchase are not suitable for return without reason.

So whether drinks, food and beverage can be categorized in the fresh perishable products? There is no clear definition yet.

Mother and Child supplies

The "threshold" is different.

Including milk powder, baby food, baby supplies, including maternal and infant supplies, has been the main force of online shopping, the new rules affect geometry? Reporter Login Jing dong, when, cat and other E-commerce platform found that each site is listed whether the application of the "other goods" without reason, a lot of the same category of goods, in different shopping sites, return the "threshold" is not the same.

Jingdong Mall, said that according to the relevant national law, the mother and child supplies belonging to the "special commodity", once the sale of non-quality issues are not returned, that is, no reason to return.

Amazon, Dangdang is the mother and child commodity again divided into categories: non-food products such as mother and infant, such as the maintenance of the original and complete accessories, can be no reason to deal with returns, maternal and infant food belongs to "special commodities" no quality problems do not return. Dangdang also put baby supplies and personal clothing also included in the "Special merchandise" can not be returned.

In the 1th stores of proprietary goods, maternal and infant food, baby supplies, personal clothing also stipulates that no reason to return.

But in the dealer's presence in the business, in addition to food and maternal and child goods can be applied for no reason to return. The support of the cat 7 days no reason to return goods service commodity category, mother and child supplies, milk powder, maternity and other equipment are applicable.

For consumers concerned about the milk powder products, brand manufacturers seem more calm. The United States and the South reporters said, shop this piece is made by a specialized distributor, we have related to the dealer return policy, basically, if there is the return of the relevant issues and dealers to deal with, and then dealers in accordance with the relevant policies and our side docking.

and the self-shop of the German hi-Po said, in fact, before the implementation of the new law, including them in many brands have implemented a similar policy: "As long as you do not open, do not affect two sales, can be returned, if opened after the child ate a problem, it is not part of the category of return, it has to be handled by customer service."

He told reporters, "Our so-called ' shop ' is actually an information portal, do not carry out specific sales, the actual receipt of the store, sales of the delivery is also the store, so there is no ' seven-day unconditional return ' problem. "The person said, for Jingdong, such as shop channels, the company has a dedicated distributor responsible for the company's policies to communicate with the electrical business, the final return of goods, by dealers and we in accordance with the relevant policies to deal with.

Beauty Makeup Electric Dealer

New Deal or promotion of the fittest

As we all know, cosmetics due to the particularity of its products, in the electrical business in the beginning of the economy, the category was once in the electricity business economy was excluded from the return door. This new method of 7 days of no reason to return the policy of the formal purchase of cosmetics into the scope of application, in the industry view, or will promote the United States to accelerate the use of makeup electric manufacturers.

"7 days no reason to return the goods" is Taobao in 2008 on the slogan of the foreign propaganda. However, the first phase of its application was not covered by cosmetics. But in the first one months of the implementation of the new Consumer Rights Protection Act, Taobao has made a high-profile announcement to enforce a "seven-day return" service for commodities.

According to the new Taobao policy, in addition to a specific 15 categories of goods, cosmetics and clothing, footwear, 3C Digital, as well as their customers can receive goods within seven days to submit applications, in the goods do not affect the sale of two times the seller must support the return. If Taobao to determine the seller's responsibility, round-trip shipping costs are borne by the seller;

And according to the United States excellent products revealed, in fact, as early as 2011, Poly-Mei excellent products have been launched 30-day unpacking unconditional return policy. In addition, in order to protect the rights and interests of consumers, Poly-Mei for the returned goods have been unpacked to do centralized environmental treatment, to eliminate two sales.

However, there are also engaged in the study of cosmetics vertical electric business experts believe that the 7-day regret right or "cooling-off period" of the emergence of cosmetics electric business accelerated the fittest.

In its view, 2014 is the life and death of the vertical electric business year, beauty makeup is no exception, and 7 days of no reason to return policy, or will aggravate the industry's survival of the fittest. In the short term, the company's business difficulty and cost or will have some improvement, this will make some of the product quality is not good enough cosmetics enterprises and electric platform to be washed out of the market, but in the long term, the improvement of the industry environment and Consumer Trust, the Internet cosmetics market will face new opportunities.

It is reported that the current domestic cosmetics market, offline sales still occupy 80% of the market share, online sales part of the current total market is about 60 billion yuan, which Taobao and Ali add up again accounted for half, the domestic largest cosmetics vertical distributor of beauty products up to 2013 the scale of 6.8 billion yuan. This shows that, along with the promotion of product credibility and the improvement of the market environment, online sales of cosmetics market still has a lot of imagination space.

"The new Consumer Protection Law provides a minimum bottom line, and we encourage companies to increase their self-discipline on the basis of law." Lu Jinbo, the China Consumer Association's Evaluation Committee on Goods and Services, said to reporters at the south.

According to Lu Jinbo revealed that the 2013 association level, the national total received cosmetics complaints 6,698, of which due to the quality of complaints reached 4,085 pieces. "The data show that the first problem consumers have in the cosmetics online shopping is ' true fake '. Lu Jinbo further pointed out.

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The new law has several main points:

A

Additional "net buys seven days no reason returns" stipulation. But the goods returned by the consumer shall be in good condition and shall bear the freight of the returned goods. And, the consumer custom-made goods, fresh perishable goods, online downloads or consumer-opened audio and video products, computer software, such as digital goods and newspapers and periodicals and so on.

According to the provisions of the new judicial interpretation, in food, when there is a dispute about the quality of drugs, the "know-fake buying leave" will also get punitive damages; consumers in advocating food price of 10 times times compensation, do not take the personal rights and interests suffered damage as a prerequisite; the quality problem of the food or the gift of the medicine should be responsible for the damage to consumers The judicial interpretation also stipulates the joint and several liability of the network purchase platform, food certification organization and advertisers.

C

The method stipulates that the network commodity operators and the relevant service operators collect and use consumer information in their business activities, and shall follow the principles of legality, propriety and necessity, and express the purpose, manner and scope of collecting and using the information, with the consent of the collectors. The personal information collected must be kept strictly confidential and shall not be disclosed, sold or illegally provided to others, and measures shall be taken to ensure information security, prevent information disclosure and loss, and take immediate remedial action in the event of information disclosure or loss.

Related reports

Reporter Sample survey: Unreasonable "do not return to change" still a large number of

Reporter search Taobao found that there are still more than 57,000 items marked with excluding, "Custom" has more than 600, the remaining most of the "clearance", "special" and other labels, some of these commodities clearly said "any reason not to change." Reporter entered a clothing store, shop at the top of the page with a big red word clearly stated that all merchandise in the store does not return. For the new elimination of seven days no reason to return the provisions, the store ID "Sun Chunhong 0202" Customer Service said "We consulted, as long as the declaration in advance (on) can (do not change)." "Ask whether Taobao side acquiescence, customer service said:" You leave Taobao how to say that the pro, we declared that do not change, you think good can accept buy again. ”

The reporter then consults Taobao official website customer service, the customer service says the clothing class commodity must provide 7 days no reason returns the service. For the business without authorization, if consumers buy the products, can also apply for return services, if the merchant does not agree, you can click the Refund Details page "Application Taobao customer service intervention" to launch complaints, Taobao customer service will be involved in processing.