Quality problem Puzzles Internet Purchase "e-commerce Law"

November 25, Commerce Minister Gao said that five years, China's online retail growth of nearly 30 times times. 2015, China's e-commerce turnover will exceed 18 trillion yuan, network retail sales will occupy the social consumer goods retail total of more than 10%. In the case of the explosive growth of Internet consumption, China will enact the e-commerce law, accelerate the construction of statistical monitoring and credit system.

To enable consumers to enjoy the real shopping fun and touch experience, has been the physical retail difference between the largest online shopping advantage. Therefore, the virtual network purchase of real transactions, hidden many problems. December 5, Yia Jianfang, assistant analyst of law and interests of China Electronic Commerce Research Center, said to the 21st century economic reporter, "after-sales service, refund issue, false promotion, return goods, network fraud, slow delivery, quality problems, network sales leave, order cancellation, energy-saving subsidies," the top ten problems of online shopping.

Online shopping complaints rise

China E-commerce Research Center released a report showing that the first half of 2013 network retail market transactions scale of 754.2 billion yuan, an increase of 47.3%. As of June 2013, China's online users reached 277 million, an increase of 29.4% per cent. The first half of this year's national group purchase market transactions amounted to 23.898 billion yuan (including group buy platform), with the same period in 2012 compared to 14.65 billion yuan, rose 63%. The first half of this year's total number of group buy users has exceeded 100 million.

The size of the deal, the complaint situation is worrying. In the first half of this year, China's e-commerce complaints and rights-protecting public service platform received nationwide complaints about 41360. Among them, the net purchase complaints accounted for 45.4% of E-commerce complaints, group purchase accounted for 13.15%, mobile E-commerce accounted for 9.5%, Logistics Express accounted for 6.64%,B2B network trade accounted for 5.83%, other 15.16%. Compared to the same period last year, mobile E-commerce area complaints growth is obvious, mobile network shopping become a regulatory blind spot.

From the amount of money involved, the 100-500-yuan range of complaints accounted for the largest, followed by 100 yuan below, 1000-5000 yuan, 500-1000 yuan, and 5000 yuan over the amount of complaints accounted for at least, only 8.7%. It is worth noting that the order amount of 1000-5000 yuan and more than 5000 of the complaints from the 2012 has been significantly higher, the user net purchase a single amount of money rose significantly.

According to the Shenzhen Consumer Council December 3 released data show that this year, "double 11" period, the Shenzhen Consumers Committee from November 11, 2013 to November 22, 2013, the total number of complaints to accept the purchase of online consumption of 412 pieces, the 2012 received 189 pieces of growth 118%.

In addition, in the third quarter of 2013, consumer complaints received by the Shenzhen Municipal and District Two cc were 52.2% higher than in the third quarter of 2012, with internet complaints growing by 344.55% per cent year-on-year, the first of various complaints, and the total number of complaints 36.5%. In all kinds of complaints, product quality accounted for the highest, 306 pieces, accounting for the total number of complaints 74%. Product quality problems are: Defective product quality, to the old renovation, shoddy, products can not be used, the sale of counterfeit goods and suspected fraud.

Fakes, electric dealers.

This May, the national Trade and Industry Bureau convened the Network Supervision symposium, the State Administration of Industry and Commerce marketing director Liu Hongliang said at the meeting, China's "E-commerce Law" has been included in the National People's Congress, the legislative agenda of the Legal Working Committee, is being drafted. Alibaba, Suning easy to buy 12 network enterprises to express their views. In online transactions, fakes are impossible to guard against. Some enterprises pointed out that to cosmetics, for example, many fakes from Guangdong, these pusher even according to user information, IP address to judge the city, to the first-tier city consumers hair real goods, two or three-line city hair fakes.

According to Yia Jianfang, the first half of this year China's internet shopping has been complained that the Web site has Taobao, Tencent Electric business, where customer-prudential products, Bowser, Dangdang, Shop No. 1th, only goods will, catwalk, new eggs and so on. Among them, the main complaints against Taobao is "quality problem", complaints accounted for 17.31%, the highest proportion. Bowser, Dangdang and walk Show all because of "false promotion" was complained.

According to our correspondent investigation to understand that a Korean brand clothing for example, the entity shop price of 2580 yuan, Taobao minimum price of 860 yuan. Another Water Cup brand, Carrefour price 125 yuan, Taobao price is dozens of yuan cheap. December 3, the reporter called Two brand manufacturers, the clothing factory shop staff said that Taobao sold clothing "may be high imitation, fake, new products even if the next year there is a discount inventory, it is impossible to sell so cheap." and the Water Cup factory sales department Cao surname staff is clear that the company has a total of three water cups brand, one of the outdoor cups in the Cat website has a flagship store, but Taobao market currently sold another brand "never get our authorization."

"There is no way to completely eliminate this phenomenon, and we are trying to clean up the market disruption." Taobao sell is not necessarily the original, only Wal-Mart, Carrefour and other channels sold is the original products. Consumers through the Taobao channel to buy, we do not have the means to do product maintenance. Said Cao's staff member.

"If the factory mind Taobao sells its branded products, request collation, we will deal with," December 5, Taobao Mall, an unnamed person to the 21st century economic reporter said, "Taobao through the three major ways to monitor network sales, first of all, data screening; ”

Prior to that, on December 3, Taobao customer service staff to the reporter made clear that Taobao's positioning is "trading platform", and stressed that Taobao "is not a judicial body must produce authorization to sell." If the consumer is sure to buy a fake, take the mobile phone as an example, you need to open the voucher, and then apply for refund returns. The person said, "Taobao can not be sold is the real thing, even if the security of the day the cat can not be assured to buy, but the day cat relative to Taobao fair some". He suggested that consumers can reduce the risk of buying fakes by delaying "confirm shipments" and focusing on business reviews and ratings in accordance with the "15-day after-sale protection period".