Return Storm, The Industry Has Policy Under The "Countermeasures"

< p > according to the new consumer law, "the goods returned by consumers should be in good condition. The operator shall return the commodity price paid by the consumers within seven days from the date of receipt of the returned goods, and the freight returned to the consumer shall be borne by the consumers".

Nonetheless, four categories of goods were granted "immunity", including customized, fresh, perishable, online downloading or consumer packaged audio and video products, computer software and other digital goods, and delivered newspapers and periodicals four categories.

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< p > however, the new consumer law announced the following day, the reporter found that the implementation of each electronic commerce platform has obvious differences.

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< p > in the return policy of shop No. 1, there are still many kinds of goods that can not be returned for 7 days without any reason, including beauty care, imported food, food, beverages, mother and baby, jewelry and nutritional health products.

Mother and baby foods, baby products and personal clothing are not suitable for 7 days.

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< p > Amazon mall also exists in this situation. Except for the 4 categories of goods that are clearly stipulated by the new consumer law, 6 other commodities such as food, liquor, cosmetics and cosmetics can not enjoy 7 days of no reason to return goods.

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P > Jingdong mall and suning.com are also the same, personal beauty cosmetics, food and beverage, health care products and other large categories, to varying degrees delineated in 7 days no reason to return services outside.

On the return of personal cosmetics service, only vertical cosmetics website jumei.com offers 30 days unsealed unconditional return, and at the same time, returns freight.

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< p > < strong > wine business, < /strong > /p >

< p > < strong > no reason to return the goods very embarrassed < /strong > < /p >

< p > relative to < a target= "_blank" href= "http://www.91se91.com/" > shoes < /a > clothing and so on to enter the mature industry of electric business, the wine industry "Xin Ding" has no reason to refund within 7 days, the implementation of this new regulation is rather awkward.

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< p > reporter has rough statistics, now there are 7 days of unconditional refund of wine drinker business only brewmaster network, also buy wine and so on very few enterprises.

Also buy wine will extend the unconditional return period to 30 days: as long as the commodity packaging is intact, the bottle is not opened, no stain, and retain the original also buy logistics outsourcing box.

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Less than P, most of the wine suppliers can only return conditionally, such as China liquor network, 1919, purchase wine network and 19 online.

Reporters at the official website of the 19 online show that it clearly indicated: "when consumers sign the contract, they should open the box inspection, check the name, quantity, specifications and amount of the wine. If they are correct and sign the receipt, they will not handle the return business if they are not returned by the product quality."

And the liquor purchase network is more clear: because drinks are special commodities, if customers sign the goods, they want to return the goods.

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< p >, which means that if the new consumer law is implemented, the "conditional" return service of most liquor businesses will be affected.

There are industry sources told reporters that in fact, as early as last year's Beijing electricity supplier conference, several major liquor business brand has raised this problem.

Huang Wenxiong, the 19 online chairman, admitted that food products are not returned because of quality problems. The biggest risk is how to protect the quality and safety of products.

"Food has timeliness, and the preservation conditions of some products will also have an impact on the quality of products. If returns are bound to affect two sales,"

Huang Wenxiong pointed out that for drinks, it is difficult to ensure that the return of drinks will have the risk of quality and safety, especially in the current fierce competition environment.

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< p > according to Huang Wenxiong, in the past 19, the online return rate was less than 1%. Although the return rate was not high, it had an impact on the liquor trade association.

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< p > < strong > food beverage < /strong > /p >

< p > < strong > two sales or affected < /strong > < /p >

< p > before the landing of the new a href= "http://www.91se91.com/news/index_f.asp" > "consumer law" < /a >, in the electronic business platform, food and beverage products have been implemented unreasonably and returned by reason.

"Although electricity sales now account for only 1% of our total sales, the implementation of the new consumer law should have an impact on us."

A well-known biscuit brand insider told reporters that in the past, the online sales of the company, the non quality problems were not implemented returns.

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< p > this person said that biscuit is a fragile category, it is difficult to ensure that the two sales will be broken in the process of returning the goods.

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< p > on how to deal with the new consumer law, the person said that there is no specific plan at present, to consult the Consumer Council and other departments.

There is another point of concern.

"7 days no reason to refund is a way to protect consumers' rights and interests, but if consumers use this power to conduct unwise sales and purchase behavior, how should businesses respond to it?" < /p >

< p > in fact, the new consumer law also left a business for businesses.

It also stipulates that, according to the new consumer law, some commodities do not enjoy 7 days' unconditional return, which include custom-made goods, fresh and perishable commodities, online downloads or audio-visual products such as consumer's sealing, computer software, and so on.

In addition, except for the commodities listed in the preceding paragraph, other commodities that are recognized according to the nature of the commodity and are not returned by consumers at the time of purchase are not suitable for return without reason.

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< p > is it true that drinks, food and beverages can be categorized into fresh and perishable goods? There is no clear definition yet.

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< p > < strong > maternal and infant supplies < /strong > /p >

< p > < strong > the threshold is different from < /strong > /p >.

< p > maternal and infant products including milk powder, baby food and baby products have always been the main force of online shopping, and the new regulations affect the geometry. The reporter's login to Jingdong, Dangdang, Tmall and other e-business platforms found that all websites separately listed whether or not the "other commodities" were unreasonable to be rebarred. Many of the same categories of commodities had different returns on different shopping websites.

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< p > in the Jingdong mall, according to the relevant laws and regulations of the state, the above maternal and infant products belong to "special commodities". Once sold, the non quality problems will not be returned, that is, they can not be returned without reason.

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< p > Amazon and Dangdang have divided the mother and baby products into categories: non food mother and infant products, such as keeping the original status and complete accessories, and having no reason to return the goods; maternal and infant foods are "special commodities" without quality problems.

Dangdang also included baby products and personal clothing in the "special commodities" that could not be returned.

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< p > in the self operated products of shop No. 1, maternal and infant food, baby products and personal clothing are also not applicable to unreasonable returns.

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< p > but in the presence of the electricity supplier, the mother and baby products except food can be applied unreasonably.

Tmall's support for 7 days no reason to return service commodity category, maternal and infant supplies, milk powder, maternity dress and so on are applicable.

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< p > brand seems to be relatively calm for consumers concerned about the milk powder products.

Mead Johnson told reporters in the south that the online store is being done by a special dealer. We have a policy of return to dealers. Basically, Jingdong will deal with the relevant matters if it returns there first, then the dealer will then dock with our side according to the relevant policies.

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"P" and self run online store, Germany, said that in fact, before the implementation of the new rules, many brands, including them, have implemented similar policies: "if you do not open, do not affect the two sale, you will be able to replace it. If children eat something wrong after opening, then it is not a category of return, but it must be handled by customer service."

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"P," told the reporters, "our so-called" online shop "is actually an information portal. It does not carry out specific sales. The actual receipt is the store. The sales and delivery is also a store, so there is no question of" seven days unconditional return. "

The person said, for Jingdong and other online outlets, the company has a special distributor responsible for them, according to the company's policy to communicate with the electricity supplier, the final returned goods, dealers and us according to the relevant policies to deal with.

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< p > < strong > "beauty makeup business" < /strong > /p >

< p > < strong > New Deal or promoting survival of the fittest < /strong > < /p >

< p > as we all know, because of the particularity of its products, when the electricity supplier economy was just rising, the cosmetics were once excluded from the door of the refund in the electricity supplier economy.

The 7 day no return policy of the new consumer law formally applies the online shopping cosmetics to the scope of application. In the view of the industry, it will urge the us to accelerate the survival of the fittest.

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< p > "7 days without reason to return goods" is Taobao's slogan for external publicity in 2008.

However, the first phase of its application did not include cosmetics.

But just a month before the implementation of the new consumer protection law, Taobao has announced a high profile of the mandatory implementation of the "seven day return" service.

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< p > according to the new policy of Taobao, except for the 15 categories of products, cosmetics and a target= "_blank" href= "http://www.91se91.com/" > clothing < /a > a target= "_blank" href= "_blank" > clothing, shoes, digital numbers, consumers can apply for return application within seven days after receiving the goods, and sellers must support returns when goods do not affect the two sale.

If Taobao decides the seller's responsibility, the seller and the buyer will bear the freight back and forth, and the buyer's responsibility (dislikes / inappropriate) will be borne by the buyer.

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< p > and according to jumei.com, in fact, as early as 2011, jumei.com had launched a 30 day unconditional return policy.

In addition, in order to protect the rights and interests of consumers, the United States has concentrated on environmental protection for the commodities that have been sealed down, and eliminated the two sale.

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< p > however, there is also an expert engaged in the research of cosmetics vertical electric business. It is believed that the emergence of "regret period" or "cooling off period" after 7 days will make the cosmetics business accelerate the survival of the fittest.

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< p > in its view, 2014 is the year of life and death for vertical electric providers, and beauty is no exception, and the 7 day no reason to return policy will aggravate the survival of the fittest in the industry.

In the short term, the difficulty and cost of the cosmetics business will be improved. This will make some cosmetics companies and e-commerce platforms that are not good enough in the quality of products be washed out of the market. But in the long run, the improvement of the industrial environment and the improvement of consumer confidence will make the Internet cosmetic market face new opportunities.

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< p > it is reported that in the current domestic cosmetics market, sales under the line still occupy 80% of the market share. The total sales volume of the online sales section is currently about 60 billion yuan, of which Taobao and Ali add up to account for half of the total, and the largest domestic cosmetics vertical electric business jumei.com has reached 6 billion 800 million yuan as of 2013.

It can be seen that with the improvement of product reliability and the improvement of market environment, the market of cosmetics online selling still has much room for imagination.

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< p > "the new consumer protection law provides a minimum baseline. We will encourage enterprises to improve their self-discipline on the basis of the law."

Lv Jinbo, a commodity and service evaluation commission of the China Consumer Association, told reporters in Nandu.

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< p > according to Lv Jinbo, at the level of Consumer Association in 2013, a total of 6698 cosmetic complaints were received nationwide, including 4085 complaints due to quality problems.

"Data show that consumers' first problem in cosmetics online shopping is the question of" real or fake. "

Lv Jinbo further pointed out.

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