Relevant person in charge of 10 business companies "get together"

"No reason to return on the 7th," this new "Consumer Protection Law" (hereinafter referred to as the new "Consumer Law") clearly defined consumer rights, so that the 10 domestic E-business executives have had to "come together ".

The promoters this time are SAIC and China Consumer Association.

After the promulgation and implementation of the new "Consumer Law", due to the different understandings of the scope of application and the specific implementation standards of Article 25 of the Law on "No Return on the 7th" of the law, the controversy between consumers and operators has continued. Become a hot consumer complaints.

According to statistics, since March 15, 12315 consumer complaint centers in Beijing, Shanghai, Nanjing, Hangzhou and Guangzhou have a total of 27,000 consumer online shopping appeals, which are directly related to the new "Consumer Law" Related complaints 1380, involving "no reason to return on the 7th" 741 complaints, accounting for the new "consumer law" more than half of the total complaints.

To this end, the State Administration for Industry and Commerce and the China Consumer Association recently interviewed the top 10 major electricity suppliers in China: Alibaba (Taobao, Tmall), Suning Tesco, Jingdong (28.04, 1.00, 3.70%) , No. 1 shop, Dangdang (12.85, 0.50, 4.05%), COFCO I buy nets, where guest Eslite, Amazon (94.32, 9.12, 2.63% (29.05, 0.53, 1.86%).

In response to the problems of the electricity supplier industry in terms of returns, Yang Hongcan, director of the Consumer Protection Bureau of SAIC, stressed that the system of "no reason to return within seven days" stipulated in the new "Consumer Law" is the consumer's "right of regret" , It is not equal to the quality of the goods returned. In the remote shopping, consumers are not satisfied with the return.

It is understood that at this meeting, Yang Hong-Chan pointed out that the electricity supplier enterprises in the implementation of the new "Consumer Law" related to the existing problems and to the participating enterprises "about the three chapters": First, except for the legal exclusion, the case of not For "seven days no reason to return," the goods to explain the reasons, clearly marked, and with consumers, "one to one" to confirm. Second, a clear "good product" refers to the product itself intact, in order to check the goods and open the packaging can not be used as a refusal to return reason. Third, operators of third-party trading platforms should earnestly fulfill their own responsibilities to ensure the full implementation of the "No-Return Returns on the 7th" basis, or they should bear the liabilities according to law.

The head of China Consumer Association said that CASE will conscientiously fulfill the public welfare duties granted by the new Consumer Law and participate in the supervision and inspection of the relevant administrative departments on goods and services. Consumers Association at all levels will conscientiously accept consumer complaints online shopping, and actively mediate the disputes, while extensive social supervision, exposure of non-compliance electricity supplier enterprises, urged the correction.

It is worth noting that this time, SAIC and China Consumer Association required relevant electricity supplier companies to conduct self-examination and rectification within 30 days after the conclusion of the interim meeting and conscientiously implement the "No Return on the 7th" requirement.

E-commerce professionals revealed that before the implementation of the new Consumer Law, B2C e-commerce providers such as Lynx, Suning Tesco, JD.com and Gome Online have already introduced a seven-day return policy. Most consumers are dissatisfied with the online shopping returns Third-party merchants on the platform and small and medium-sized merchants on the C2C platform.

In response, No. 1 store official told the "First Financial Daily" reporter: "We believe that operators need to 'strictly abide by the new' Consumer Law 'to ensure that the legitimate rights and interests of consumers' and' avoid the abuse of individual consumer rights , Over-activism 'before looking for a balance between the two.

The response given by JD.com is that JD.com has taken the lead in piloting a new "Consumer Law" on January 1, 2014. Users can enjoy the corresponding rights and benefits in accordance with the new regulations, which is two and a half months ahead of the new Consumer Consumer Law.

"Jingdong organized by thousands of customer service and thousands of platform sales business to participate in the 'new' consumer law 'a large test.' Through a series of activities, Jingdong will be the new 'consumer law' service concept popularized to all customer care-related service system "Jingdong responsible person explained.