"Double 11" Clothing Online Shopping Consumers Encounter Oversold Door: After Payment, Businesses Are Out Of Stock.

The double eleven online shopping Carnival has been in the past ten days, but recently, many consumers received SMS notification from merchants. The goods that the defendant had successfully purchased resulted in "oversold" because of the loopholes in Tmall system, and they could only apply for a refund.

This practice has caused consumers' dissatisfaction.

Alibaba responded that the "oversold" phenomenon is still under investigation.

If there is no shipment on the grounds of "oversold" before the 25 of this month, Alibaba will pay 30% of the purchase amount in addition to the full refund, and the ceiling will not exceed 500 yuan.

After paying the money, I was "returned".

The day before yesterday, Ms Zheng received a short message from Tmall flagship store of UNIQLO, and was told that the purchase of "double eleven" was "oversold" because of the loopholes in Tmall's system and could not be delivered.

The screenshots provided by Ms. Zheng showed that her product paction time was at 0:11 on November 11th. "I checked their sales records, and the users who rushed behind me showed that the purchase was successful, and the product was still on sale the next day, but it was said that my order was oversold."

MS Cheng said she doubted that UNIQLO had issued false sales records.

In the chat record of customer service provided by Ms. Zheng, customer service insisted that the system caused data errors, and repeatedly suggested that she apply for a refund.

This is not only a question of MS Zheng, who searches on micro-blog.

There are more than 300 complaints about the word "oversold".

Yesterday, UNIQLO issued a statement on its Sina official micro-blog saying that the "double eleven" day's huge traffic volume and Tmall system problems caused some orders to be "oversold".

UNIQLO did not find the problem until delivery on the 18 th, and checked and confirmed it on 19 and 20.

UNIQLO will refund within 3 working days. It will also give the consumer Alipay the equivalent of the purchase price limit within 3 working days after the refund.

The reporter tried to contact UNIQLO many times to ask the number of affected consumers, but failed.

Business refund buyers do not buy it.

In addition to UNIQLO, Adidas Tmall flagship store, Pathfinder Tmall flagship store and GAP Tmall flagship store also appeared "oversold" problem.

Netizen "lonely patient Hufeng" said he bought Adidas products at fifth payments, showing 35 stocks at that time, but he was told yesterday that he was "oversold".

Netizen "Xiao Feng _xiaofeng" said that when he finished the order, he had been asking when the customer service would be delivered. "Customer service did not take care of it," he suddenly told me today, "oversold."

For the oversold problem of goods,

Both the Pathfinder and the Pathfinder say that the system failure caused by Tmall is a problem.

Although some businesses say consumers can apply for a refund and send a "red envelope", consumers think it is related to the integrity of businessmen, and consumers say, "rather than buy red goods."

Respond to

Oversold will refund in full and compensate for 30% payment.

The total amount of compensation will not exceed 500 yuan; the plan will be announced in the near future.

Yesterday, Alibaba public relations manager Zhao Nige said that the double eleven order was adopted in the way of "payment and stock reduction". When the store's inventory was reduced by nearly 0, if multiple buyers paid for the treasure at the same time, there might be "oversold and out of stock" phenomenon.

If you encounter this situation, there will be an obvious "oversell" sign in the order of the "bought baby" page.

"We have also received a lot of complaints over the past two days. The technology department is still investigating."

Zhao Nige revealed that the possibility of system failure is not, but very low, the business explanation is unilateral.

"The business has not shipped, we will urge them to deliver, 'shortage' caused the loss of consumers, we will have a plan."

"The current plan is that if the Merchant fails to deliver the goods before the 25 of this month, and" oversold ", we will refund the total amount to the consumers, and at the same time compensate for 30% of the purchase amount, but the capping will not exceed 500 yuan.

Zhao Nige said that consumers can apply for a refund first, and the other two days after the announcement of the compensation scheme, and then apply for compensation according to the plan.

As of yesterday, Alibaba did not make statistics on the number of brands and consumers involved in "oversold".

Lawyer's statement

Encounter "shortage" buyers difficult to claim

In addition to pre credit rating, Internet operations need to be monitored afterwards.

For buyers, can they claim compensation? Yesterday, IT legal expert, Zhao Zhanling, a special researcher of the intellectual property center of China University of Political Science and Law, said that when the user registered the electronic commerce website, there was usually a "user agreement", among which there was a clause "when the delivery contract was effective", so the seller had not yet delivered the goods, even if it was "out of stock", the buyer was also very difficult to claim.

Zhao Zhanling introduced that China's legislation on online shopping is very few. Only the Interim Measures for the management of online commodity pactions and related services promulgated by the State Administration of industry and commerce, but many traditional laws can still be used to solve online shopping disputes, such as the contract law and the consumer rights protection act.

Although there are laws to follow, the phenomenon of infringement in electronic commerce still occurs frequently. On the one hand, the illegal cost of businesses is very low.

In most cases, businesses are mainly responsible for civil liability. In the current judicial practice, consumers get much less compensation than the profits they get because of illegal activities, and they can not play a role in punishing illegal businesses.

On the other hand, most consumers are unable to take legal measures to protect their rights when their rights are infringed.

This is because the economic cost and time cost of safeguarding rights are relatively high, and the relevant evidence is very difficult to obtain, so it is easy to be tampered with or deleted.

Most consumers also lack legal knowledge and rights protection experience.

Zhao Zhanling believes that for the dishonest behavior of the Internet business, we should strengthen the supervision of the third party institutions. Besides the ex ante credit rating, we need supervision from the event and afterwards.

In addition, we should promote the establishment and improvement of the integrity mechanism through legal channels, establish a credit system, link the integrity of enterprises with the qualification certificates and preferential policies of the enterprises, and deal with the overlord clauses in online shopping, and increase the administrative penalties for business offenses.

Tmall "oversold"

November 11th

Tmall double eleven shopping Carnival begins, netizens order shopping, payment is successful, waiting for shipment.

November 20th

In recent years, some netizens received text messages from businesses, saying that because of the loopholes in the Tmall system, the order was oversold and could not be shipped, so they needed to apply for a refund.

This caused consumer dissatisfaction.

November 21st

Some businessmen said that apart from the refund, consumers will be given "red packets".

Alibaba responded that before the 25, there was no shipment on the grounds of "oversold". Alibaba would refund the amount in full, and it would also pay 30% of the purchase amount, but the capping would not exceed 500 yuan.

In the last two days, the specific compensation scheme will be determined.

Extension

"Double eleven" online shopping has many sequelae

After the eleven online shopping carnival, apart from the "oversold" problem, consumers also encountered other problems.

Mr. Chen said he bought two pieces of assault clothing at Tmall Pathfinder store. When he received the goods, he found that it was too big to replace, but could not find customer service.

"This week, I contacted customer service to replace the goods. No one took care of me, and the payment time was immediately."

Mr. Chen said.

In the Taobao Pathfinder Gang forum, there are hundreds of complaints from netizens.

Yesterday, the Pathfinder admitted that customer service was not good enough. Because of the huge sales volume and the thousands of complaints received at the same time, it was difficult to reply in time, hoping that the consumers would understand.

In addition, Mr. Lin, who shoppers at Adidas flagship store, has encountered such problems.

"Oversold" phenomenon is often encountered in e-commerce websites. On the one hand, it may be really out of stock, but this situation is rare. On the other hand, it is a false promotion. First, it attracts the eyeballs with low prices, and then cancels the order on the grounds of shortage. This method shows a high sales record on its interface, and the publicity cost is low.

Qiu Baochang, director of consumer rights and legal affairs of Beijing Lawyers Association, director of Specialized Committee