Network purchase regret right guarantee implementation difficult, obstacle twists and turns more bumpy

The new "elimination Law" has been implemented for 10 days, of which "consumer net purchases of goods from 7th can be returned without reason to return" to provide consumers with legal protection, and the reality still exists in the case of illegal infringement of consumer rights. However, experts say in the new "elimination Law" of the norms, the electric business enterprise will experience a round of new opportunities and challenges, in the "Ebb Tide," after the lack of credibility of the electric business enterprises will be eliminated by the market, standardize the operation of the electric dealers will be better and faster development.

Barrier 1:

Online shopping not satisfied with the choice of return

Who should pay for the round-trip freight

The new "Elimination Law" stipulates that 7 days for no reason to return, the return of freight by consumers. However, the product design unreasonable caused by consumers are not satisfied with the customer should also be responsible for return shipping costs?

A few days ago, the consumer of Mr Zhu in Beijing East website purchased a value of more than 100 yuan of TV headphones, in line with the conditions of the package, the results arrived after he found that the headphone line is only 2 meters long, which is obviously inadequate for the distance to watch TV. So, Mr. Zhu to the website request for a replacement, the results of the website said that the cost of return to be paid by Mr. Zhu. Now the living room is more than two meters away, clearly is not reasonable design why consumers bear the cost of return? But the urgent need for the headset, Mr Zhu still paid 20 yuan return express fee, and then bought the headset line 5 meters long headphones.

For this situation, Taobao shopkeeper Xu said, "The seller in the absence of responsibility to pay labor and courier costs, but because consumers do not like to return, which is not fair to the sellers." It is more reasonable for the consumer to bear the freight back and forth, and can urge consumers to choose the return carefully. ”

Claim: Return freight should be borne by consumers

CC: For the new "elimination law" 7 Days no reason to return the provisions, consumers have to bear the return of the freight This is no doubt, but did not stipulate that the seller shipped the freight is also borne by consumers, so consumers do not have to bear this part of the cost.

Barrier 2:

The net buys the weight loss tea to drink does not have the effect

Consumer Proof refund denied

Agreed that the invalid can be refunded, but really to the time of the refund, the reporter survey found that some of the electrical business has played Tai Chi.

This February, consumer miss bought 4 boxes of plant enzymes on the "natural Beauty" website, costing 840 yuan. According to the website propaganda, take 2 weeks can be quick thin 15~20 catty, and declared invalid refund. But after taking 3 boxes of Miss, he didn't lose a pound of weight. So, she has no effect to the website customer service complaints, request a refund. Website customer Service said that the weight is not reduced because it was not required to take the cause, so refused to refund.

"Fake one compensate ten", "invalid refund" These commitments have become a lot of shop propaganda stick, promised seven days no reason returns is a magic weapon to attract businesses. However, some businesses despite the apparent commitment, but the problem is a push off.

Ideas: To retain "invalid" evidence to the Consumer Council complaints

Consumer Council: Buy weight Loss products have no effect, is the consumer net purchased goods but did not enjoy the after-sales service. Weight Loss product website propaganda invalid refund, but when consumers use the product is not valid for a refund request, the merchant often obstruct, ask the consumer to provide the product is not valid "strong evidence" can return goods, and no matter what kind of evidence consumers, businesses are not recognized as "strong evidence." In such cases, the consumer should, in the case of retaining evidence, lodge complaints with the Consumer Council and other relevant organizations.

Barrier 3:

More than 7 days to confiscate the arrival.

Who is responsible for the late goods

The new "law" stipulates that the network commodity operators sell goods, consumers have the right to return from the date of receipt of goods within 7th, and do not need to explain the reasons, fresh perishable, fixed, such as four categories of goods, excluding. Does this "7th" mean working days or including vacations?

This year before the Spring Festival, Ms. Zhou bought dozens of yuan of furniture stickers on the internet, as the shop stopped shipping on January 25, resulting in Ms. Zhou's "7 days" just card in the online shop announced the stop shipping date. After the Spring Festival, has been confiscated the arrival of Ms. Zhou online search found that Taobao station has automatically "confirmed receipt", not only missed 7 days no reason to return, but also over Taobao's 14-day complaint time limit. Ms. Zhou money goods two empty, after consultation, merchants, Taobao also have no compensation.

Time is a major focus in the 7-day "no reason returns" clause. Meet the Spring festival and other holidays, how to calculate these 7 days? For Ms Zhou, time is a key reason for her rights to suffer.

On the online purchase of the date of receipt, on-line and offline are controversial. Online, most of the shop to express the signature, but the sign is "property collection" or consumers personally receive goods, there is a receipt time and consumers see the goods time is inconsistent. Online, consumers do not confirm the receipt of goods, Taobao to 10 days after the automatic default to receive goods, resulting in Miss Zhou's rights and interests damaged.

Weapon: Can request compensation to the net purchase platform

Consumer Council: The new "Elimination Law" stipulates that 7 days for no reason to return the condition is that consumers receive goods, such as Ms. Zhou did not receive the goods, "sign" can not be real. According to the 44th article of the new law of elimination, the provider of network trading platform knowingly undertakes joint and several liability with the seller, knowing that the seller uses its platform to infringe upon the rights of consumers and fails to take necessary measures.

Therefore, Ms. Zhou in the complaint to Taobao, Taobao failed to take measures to protect the rights of consumers, Ms. Zhou can to the Consumer Council or related departments to complain about sellers and Taobao, claims for damages.

Barrier 4:

Online buy mobile phone "goods not Board"

Merchants reject refunds for goods withdrawn

Earlier this year, consumer week in the discount shopping network spent 599 yuan to buy a red-meter mobile phone, but received the goods found in real and online pictures completely inconsistent. More serious is that the card after the mobile phone can only open the machine, the most basic phone function is not. On the same day, Mr. Zhou asked for the return of the website. After the initial sale of the website does not recognize the phone and online pictures inconsistent, but also do not recognize the quality of mobile phones have problems, and then Mr. Zhou to express the company to open a certificate, indicating that the phone is not damaged.

Mr. Zhou in accordance with the requirements of the sale, his own flower courier fees sent back to the phone, the site after the sale of the phone will no longer answer his phone, the promised 15-day refund to the account has not been below.

Weapon: Business fraud should be refunded three

Consumer Council: 7 Days no reason to return is for the quality of qualified consumers "regret" products, and the net to buy fakes are sure to return and demand compensation. According to the provisions of article 54th and 55 of the new law of elimination, unqualified products, the operators of the provision of goods fraud, should be in accordance with the requirements of consumers to increase compensation for their losses, increase the amount of compensation for the cost of the commodity price three times times. In other words, consumers Mr. Zhou bought the counterfeit mobile phones, businesses in addition to should be returned, but also compensation for Mr. Zhou purchase costs 3 times times compensation. If the merchant does not accept the Consumer Council's mediation and refuses to compensate, Mr. Zhou may also bring a lawsuit to the court.

Respondents ' latest online shopping

Cost 1515 yuan on average

Survey finds online shopping is no longer limited to low-priced products

Washington (reporter He Ying) yesterday, KPMG released the 2014 "China's online shopping consumers," the Chinese version of the survey showed that online shopping is not limited to low-cost products. The average cost of the last online purchase was 1515 Yuan, and 17% of respondents said their last online purchases were at least 2000 yuan.

Last October, institutions such as KPMG and China conducted research on the online consumption patterns of luxury goods and other products for Chinese consumers. Respondents were from more than 90 cities, aged between 18~50岁. According to the survey, 51% of respondents said they chose to buy online because they were more able to ensure the origin of their products. 32% of respondents said that online shopping is to obtain more products and brand choice.

Surveys show that consumers are shifting from cash to payment to online payment mechanisms, while internet shopping terminals are shifting from PCs and tablets to smartphones. 69% of respondents use computers for online shopping, while 53% use smartphones.

In addition, the survey also showed that 5 years ago the proportion of goods to payment is 70%, and now the proportion of online payments reached 70%.