2016 "Double Eleven" Online Shopping Consumption Return Reason

The Guangzhou Consumer Council released the survey report on the "double eleven" online shopping consumption satisfaction in 2016. According to the world clothing and shoe net, more than 60% consumers are "

"The purchase of goods launched a return, nearly 4 of consumers said that businesses exist" first price after the price "situation.

In recent years, China's well-known third party e-commerce rights platform "China"

Complaints and rights protection public service platform received massive user complaints about price issues.

The main reason for returning goods is not goods.

According to the world clothing shoes and hats net, in order to further understand the double eleven period

Consumption situation and consumer's opinion, the Guangzhou Consumer Council launched the 2016 "double eleven online shopping consumption satisfaction survey" in the form of network questionnaire in early December this year. The survey collected 1252 effective samples, of which 20 and 40 years old were mainly middle-aged and young women, and the proportion of male to female was equal.

According to the survey data released by Guangzhou Consumer Council, nearly 4 of consumers spend more than 1000 yuan on "double eleven" activities online shopping.

However, after the carnival, various online shopping problems followed.

Among them, there were 63.90% of the consumers who initiated the return behavior.

And the "goods not the plate, and the description does not match" is the main reason for consumers to return, accounting for 21.87%, 18.87% of the "commodity quality problem", and 17% of the "damaged goods in the pportation process".

Reporters also learned that among the consumers who initiated the return, only less than 5 of the consumers indicated that the returns were all successful.

In addition, "seven days no reason to return" in the "double eleven" activities are also subject to various restrictions, more than 60% of consumers said "seven days no reason to return" will encounter obstacles or failures.

Nearly 40% suffered "first raise prices and then lower prices".

According to the world clothing shoes and hat net, consumers think that the price increases first and then reduce the price, accounting for 37.86%, and think that the price is not much favorable or even increased, accounting for 27.08%.

From the overall satisfaction, more than 70% consumers expressed their basic satisfaction with the "double eleven" online shopping.

In view of the situation of "first price increase and then price reduction", the Consumer Council said that consumers should choose regular shopping websites and reputable businesses. Before purchasing commodities, they should carefully check the description and pictures of the commodities, clearly grasp the parameter information of the products, intercept the information and pictures of the products, and keep the store's consultation records. If there are problems in the future, they can be used as evidence of safeguarding rights.

If goods are not found, they can complain to the third party e-commerce platform.

Related cases

Case 1: purchase of clothing items at Tmall

Ms. Zheng's clothing items purchased from merchants in double 11, the order number is 2323239969812156. In November 12th, it was discovered in the year of 12 - 15 that the original price of goods promoted by merchants was cheaper than that of double 11.

It is hereby requested that businesses refund and make a compensation of three.

Case two: false shipment at Tmall flagship store

During the double 11 period, Ms. Liu bought the Tmall flagship store, the order number: 2730640452864616.

Ms Liu said that the double 11 activity could be understood that the delivery would be delayed, but the order of 0 points and 06 points payment in November 11th has not yet been issued as of November 16th.

After many complaints, on the morning of November 16th, the information sent by the seller was displayed on the express number, but at 22:55 on the evening of 16, the express was still in the package, suspected of the seller's false delivery, trying to find the seller response, still not received any reply.

Such double 11 activities really make buyers very upset and angry. Tmall official customer service has not given any measures to solve this problem, but simply ask buyers to wait patiently, and Miss Liu is very dissatisfied with the deal.

Miss Liu said that Tmall's so-called double 11 overlord clause was questioned. It can not be said that as long as the seller can deliver the goods 20 in November, the order payment time is not ignored, the seller is requested to make an apology and make reasonable compensation.

Case three: purchase of cosmetic price fraud at Tmall International

Ms. Lu shoppers in Tmall international Morita Cosmetics International flagship store in November 11, 2016. After the day's settlement, the combined deduction was successful, with the order number: 2730496853708827.

The morning found that the successful deduction was far more than the actual need to pay, contacted the flagship store customer service, did not receive any reply.

On the 14 day, Ms. Lu found that the price of the same product was cheaper than that after the return, and customer service was contacted. Customer service said it was Miss Lu who placed the order too early and did not come to the standard of the activity price.

Case four: false spike in Tmall flagship store

On the 11.11 th of 2016, Ms Chiang passed the spike of Tmall Red Dragonfly official flagship store. The order was 2739165405292611.

After the kill is taken, customer service tells us that we must buy another pair before delivery.

Jiang believes that businesses deliberately reduce the price of spike deception.

False spike does not send goods to deceive consumers.

It is hoped that the merchant can compensate or deliver the goods at the original price.

Case five: Tmall flagship store pays $1 billion to pay a breach of contract

Mr. Zou paid a one yuan appointment through the official flagship store of Tmall in 11.5 2016, and robbed it in November 11th. The order number was 2575044884651385.

By double 11 and zero point, goods will be displayed and businesses will be destroyed.

Contact business, originally promised 268 to sell, now the price has changed.

Zou Xiansheng thought it was cheating consumers and demanding compensation.

More interesting reports, please pay attention to the world clothing shoes and hats net.