Shop No. 1 And Amazon "No Reason To Return" Limit Multi Sea Amoy To Replace The Blind Area

Reporters check the 5 big business self support platform does not support the "seven days no reason to return" products, found that different electricity providers for "according to the nature of goods not return goods" delineation is different.

After the new consumer law stipulates that "online shopping has no reason to return for seven days", the rate of return has increased significantly.

Shop No. 1 and Amazon "no reason to return" limit multi sea Amoy to replace the blind area

One year after the implementation of the new consumer law, the reporter revisited.

Jingdong, suning.com, shop No. 1 and Amazon, the 5 electricity suppliers, returned to investigate the situation, found that in addition to the "seven days no reason to return," the implementation of the situation is different, household appliances can return goods range is also inconsistent, consumer returns still encountered obstacles.

In March 15, 2014, the new consumer protection law (hereinafter referred to as "new consumer law") was formally implemented by the netizens.

In February this year, the China Electronic Commerce Research Center issued the "2014 China e-commerce user experience and complaint monitoring report", pointing out that after the new consumer law stipulates that "online shopping has no reason to return products for seven days", the return rate has increased significantly, and the complaints for returned goods have increased by 6.26% compared with 2013, and occupy 16.41% of the top 2014 hotspots of online retailing.

A year after the implementation of the new consumer law, the reporter revisited the return of Tmall, Jingdong, suning.com, 1 stores and Amazon 5 electricity providers, and found that in addition to the "seven days no reason to return," the implementation of the situation is different, the appliance manufacturers can return goods range is also inconsistent, consumer returns are still hindered.

Shop 1, Amazon Limited

In the current new consumer law, four categories of goods that are not suitable for return are clearly stipulated: consumers are ordered; fresh and perishable; online downloads or digital products such as audio and video products and computer software that consumers have sealed; and newspapers and periodicals delivered.

There are also provisions in the regulations, which are those other than those 4 commodities, and other commodities that are not returned to the commodity according to the nature of the commodity and are confirmed by consumers when buying.

The goods returned by consumers should be intact.

Different electricity providers do not agree on the explanation of the "bottom up clause", leaving much room for ambiguity.

To this end, the reporter took inventory of the 5 big business self support platform does not support "seven days no reason to return" products, found that different electricity providers for "according to the nature of goods not return goods" delineation is different.

Among them, valuables, drugs, personal clothing, virtual services and disposable services and other products 5 household appliances are uniformly classified as "not suitable for return."

But are the different platforms attributable to food, beauty care and maternal and child products?

There are certain differences in the scope.

In terms of food products, Tmall and Jingdong support the elimination of most of the "fresh and perishable" foods that are eliminated by the new consumer law, while Suning, No. 1 and Amazon have included all food products on the list of "seven days without reason to return".

In this regard, Gao Ying, director of Public Relations Department of shop No. 1, explained that food hygiene is directly related to the safety of the consumer, while food products are easily damaged in the links of reverse logistics, and are easily replaced, but they can not be easily identified (such as liquor). Therefore, no reason to return goods may cause inconvenience to subsequent buyers.

"Similarly, for safety reasons,

There are no independent serial numbers or one-time seals like mobile phones and computers, and at the same time, high unit price, easy imitation and difficult identification, so no. 1 stores do not list them as unconditionally returnable commodities.

Gao Ying told this reporter.

For all foods, cosmetics, maternity and infant supplies, there is no reason to replace it. Zhao Cheng, a lawyer of Huicheng Law Firm in Beijing, believes that this practice is open to question: "the nature of commodities can not be cut across the board."

For example, if the food is well packaged, the sales cycle is long, and the return will not affect the two sale, it should be established as an unconditional return.

For example, cosmetics products such as cosmetic products, if there are internal and external packaging, or anti-counterfeiting signs, to identify whether they are sealed or not affect the two sale, it is not difficult.

How to judge goods that are not suitable for returning goods from the nature of commodities?

Liu Junhai, a professor at the Law School of Renmin University of China, said: "it is inappropriate for consumers to return products other than the four categories of products, which should be customized by consumers, industry experts and businessmen.

When limiting products that are not suitable for returns, businesses should also consider the opinions of consumers. "

Huang Yusheng, director of the Taiwan consumer culture and education foundation, said in an interview with reporters that the content of the consumer law in Taiwan and the mainland is roughly the same as that stipulated in online shopping. However, he believed that "the rule should be expanded rather than limited", which is in line with the spirit of consumer law.

According to him, there has been an unwritten rule in Taiwan's electricity business sector in the past ten years: food products are tasting food, and beauty products are attached to trial supplies.

"Especially cosmetic products, more than 95% of the electricity suppliers will be accompanied by trial supplies.

If consumers are not satisfied with products within seven days, they can only withdraw products and do not need to return products, "he added." although this has raised the price of products to a certain extent, it has greatly reduced the return rate of consumers and improved the satisfaction of online shopping. "

The sea is easy to return.

According to the monitoring data of China Electronic Commerce Research Center, the scale of cross-border retail pactions in 2014 has exceeded three hundred billion yuan in the first half of the year, and the number of people in the sea has reached 18 million.

Hai Tao has become a form of online shopping that can not be ignored.

Although the market of Hai Tao has already been formed, it has been found by reporters that compared with domestic online shopping, cross border purchasing is limited by the long cost of logistics cycle, the risk of loss of goods pportation and other factors. "Seven days without reason to return" is difficult to fully implement.

5 in the household appliance business, apart from the 1 shop did not operate cross-border electricity providers, the other four appliance manufacturers all regard cross-border electricity providers as a specialized platform. Tmall, Jingdong and Suning are mainly in the form of global investment, and Amazon introduces the products of the US Amazon to China.

Reporters found in Tmall, the same type of filter pot, the domestic flagship store supports "seven days without reason to return", but in Tmall International's German supermarket flagship store does not support.

The store told reporters that Tmall international products do not support no reason to return, and their store products directly shipped from the German supermarket, the only customer service center in the country, "no quality problems, there is no way to say retreat to retreat."

In this regard, Tmall customer service reply, this is the Tmall international service general: "Tmall international products all demand overseas direct selling, the quality problems, but also back home customer service center.

If there is no reason to replace the products, the products will remain in the domestic market, and they will no longer be able to take the global sales channels.

"Cross-border electricity providers are restricted by factors such as long logistics cycle, risk of logistics disruption and risk, and support for" seven days without reason to return goods "will inevitably cause losses to businesses.

In addition, the law of the countries is different, and the buyer must comply with the seller's national law, which is different in terms of the terms of sale.

Yao Jianfang, director of law and rights protection at China Electronic Commerce Research Center, said.

Although Tmall International's service general rule does not support the "seven day unconditional return", there are still many cross-border e-commerce providers who have returned as a selling point.

If an international clothing brand's flagship store in Australia is shipped in Hongkong, if consumers are not satisfied, the goods will be returned to Shenzhen within seven days.

Contrary to Tmall, Su Ninghai's outsourcing sales model is divided into overseas inventory direct selling and domestic bonded area inventory direct selling, all supporting "seven days without reason to return."

Jingdong's global acquisition does not contain "seven days no reason to return."

But like Tmall, the Jingdong and Suning merchants will determine whether they can return the goods according to their respective circumstances.

In the 4 cross-border electricity providers, only Amazon's overseas purchase is directly introduced into the US Amazon products, all directly sold by the United States, except for the products that are not exchangeable in the US consumer law, and the rest support the 30 days' no reason to return goods regulations implemented by the United States.

For Hai Tao, should it be "seven days without reason to return", Zhao Zhanling told reporters that whether the overseas purchasing is to fulfill the new domestic consumer law, the key lies in whether the electricity supplier's commodity belongs to direct selling or purchasing form: "if the electricity supplier belongs to the direct selling form, the seller is the buyer of the sales contract, unless the commodity belongs to the four category of commodities that should not be returned, otherwise it should also apply to the seven day no reason to return the goods; if the electricity supplier belongs to the form of purchasing, then the electricity supplier and the consumer are entrusted with the contractual relationship. At this time, we should comply with the consumer law of the commodity manufacturers."

The reporter arranged 5 suppliers of different categories of goods no reason to return goods, in addition to the sea Amoy category, 1 stores do not support the return of more categories, consumers can refer to, but when buying, attention should be paid to individual businesses or otherwise.