"No reason to return within 7 days of online shopping" has been implemented for nearly 4 months

Jinghua Times (Reporter Zhu Jianhe and Yuan Guoli) The new Consumer Protection Law stipulates that "no reason to return online shopping within 7 days" has been implemented for nearly 4 months, during which many consumers complained that the implementation of e-commerce platform is not in place. To this end, the State Administration for Industry, China Consumer Association interviewed yesterday, including Ali, Suning Tesco, Jingdong, including the top ten major electricity suppliers.

>> Status quo

7 days return hard to implement

Yesterday was interviewed by the 10 e-commerce companies, including Alibaba Group (Taobao, Lynx), Suning Tesco, Jingdong Mall, Shop No. 1, Dangdang, COFCO I buy network, where the customer Eslite, Amazon, the only product, Excellent product, almost all electricity supplier industry giants.

According to reports, from the e-commerce platform is more centralized in Beijing, Shanghai, Nanjing, Hangzhou, Guangzhou five cities 12315 centers to accept online shopping appeal situation analysis, from March 15 since the implementation of new consumer law, the five cities have accepted a total consumption The number of online shopping appeals was 27,000, which directly involved 1,380 complaints related to the new consumer law, involving 741 complaints of "no reason to return online shopping within 7 days", accounting for 53.7% of the total complaints.

Yang Hongcan, director of the Consumer Protection Administration of SAIC, pointed out at the interim meeting that there are three problems in the e-commerce industry in implementing the "no reason to return within 7 days". One is not applicable "No reason to return" the goods marked is not obvious, the lack of one-on-one confirmation process of shopping. Second, the "good product" is the same as "does not affect the secondary sales," the return standard is too harsh. Third, some online shop operators for various reasons not to fulfill the obligation to return without reason.

>> request

Exceptions must be stated

Against the problems of the electricity supplier industry in returning goods, Yang Hongcan emphasized once again that the system of "no reason to return within 7 days" stipulated in the new elimination law protects consumers' right of "regretting" and it does not mean that the goods with quality problems are returned. In the remote shopping, consumers are not satisfied with the return.

In the meeting, Yang Hongcan also with the electricity supplier, "about the three chapters." He proposed that, except for the statutory exclusion, the e-commerce company should explain the reasons for exclusion of the applicable "No-Return Returns on the 7th" and mark it on each specific commodity. Yang Hongcan once again clear that "good goods" refers to the goods themselves in good condition, in order to check out the goods and open the packaging should not be used as a reason to refuse to return. Third-party trading platform operators, to ensure that "no reason to return on the 7th rule" in all corners of the platform can be implemented, otherwise according to the law to assume responsibility.

Chang Yu, secretary general of the Consumers Association, also requested that e-commerce enterprises should not artificially set up procedural barriers and ensure that consumers have fair trade rights.

SAIC and the Consumer Association gave a 30-day deadline, requiring electricity companies self-examination and correction within the time limit.

■ E-commerce response

Strengthen the supervision of the business

Some e-commerce professionals who participated in the interview yesterday said that according to the self-examination by the company, consumers' complaints about the "online shopping regretted rights" were not implemented in place. Most of them concentrated on third-party businesses on open platforms and small and medium-sized businesses on the C2C platform, These two types of businesses really worrying. The above e-commerce professionals have said that the next step will be to strengthen supervision and supervision of third-party businesses, requiring them to clearly mark the 7-day return of the logo clearly in the online store, and consumers with more complaints will be downgraded to a warning, Fines and even closed shop under the shelves, "Overall, the existing return process can guarantee the legitimate rights and interests of buyers and sellers."

However, before the implementation of the new consumer law, Lynx, Suning Tesco, Jingdong, Gome online B2C e-commerce has launched a 7-day return measures. Consumer dissatisfaction with online shopping returns concentrated mainly in the C2C e-commerce platform.