Jingdong Once Again Adjust The Policy Of Return Part Of The Seven Day Cancellation No Reason To Return

Cancel the seven day no return service for some commodities, is it necessary to challenge the bottom line of consumers, or is there a dilemma?

In September 7th, it was learned that Jingdong had cancelled seven days' no reason to return service for headphones, graphics cards and other products.

In this regard, Jingdong said that in the operation of the platform there are a small number of "consumers" using the "seven days no reason to return" policy to seek improper interests, so adjust the return rule.

As for the adjustment of Jingdong's return rules, there are also some supporters of consumers, but the opponents also find that behind the adjustment is the result of the joint efforts of consumers, e-commerce platforms and brands.

Want to get rid of "second-hand" hat

Recently, some netizens broke the news, Jingdong platform contains all the major international brands of headphones are currently unable to carry out seven days no reason to return.

In September 7th, on the official website of Jingdong mall, in addition to the 3 Jingdong self operated headphones marked "Jingdong game" LOGO, they still supported seven days for no reason to return products. Other self operated earphone products clearly indicated "no support for seven days without reason to return."

This means that even if the goods are well preserved, consumers will no longer support unwarranted returns after receiving the goods.

This is the second adjustment of Jingdong this year.

In July of this year, Jingdong cancelled the seven day no return service for "mining video card" products.

In this regard, Jingdong's explanation is that some buyers maliciously use the service, and bitcoin mining six days later returns, resulting in a large number of second-hand cards backlog, thereby damaging the interests of businesses and other consumers.

Jingdong mall also includes milk, pacifier, some beauty products, game software, watches and clocks, jewelry and other categories of products clearly marked the "seven days no reason to return service".

For the "seven days no reason to return" product range, Jingdong in the after-sales service provision stipulates that "customers purchase Jingdong self operated goods within 7 days, under the premise of ensuring the integrity of the goods, there is no reason to return."

The supplementary clause shows that "except for some commodities, see the rules of commodity" for details.

There are six categories of commodities that are not specified in the "seven day no reason to return", including personal customized products, fresh and perishable commodities, audio-visual products downloaded or unsealed, computer software and other digital products, which are not suitable for the return of goods according to the nature of the goods, and goods that are confirmed by purchase, as well as goods that are not guaranteed to return merchandise intact.

Consumers have different attitudes.

Consumers have different attitudes towards the above return policy changes.

Some consumers said that in the past, Jingdong was too convenient to return products, such as headphones with a price of around 3000 yuan, and returned with 4 or 5 days later.

Graphics cards and earphones are high return rates.

However, some consumers believe that the malicious behavior of individual users should not allow all users to pay.

The Jingdong gave the following response to the reasons for the adjustment of rules.

After investigation, it is found that a small number of "consumers" make use of the seven day policy of no reason to return goods to seek improper interests, and have a greater derogation of the value of commodities.

In addition, seven days no reason to return is a kind of service promise, all returned commodities will also cause a certain loss to the brand.

In addition, in accordance with the "consumer protection law" and "online purchase of goods seven days without reason for the return of goods Interim Measures", after the use of commodity value derogation of larger commodities, after the closure of personal safety or life and health of goods or easy to cause changes in the quality of goods, and so on, can not apply for seven days no reason to return regulations.

Branding is suffering.

The adjustment of the rules is actually the result of the cooperation between the electronic commerce platform and the brand business.

"Brand high-end headphones, priced at around 10 thousand yuan, have received a lot of rework for some time, including 20%-30%."

An unnamed international audio equipment brand manager said that there were indeed some problems such as "replacing the old with new ones" and "dropping" in the operation.

In fact, there are some differences between the earphone products and mobile phones, computers and other products in the way of anti-counterfeiting.

The above person in charge said that the mobile phone will have a serial code (also known as IMEI, international mobile device identity) in the shell, back cover and other areas. The computer will have a unique identification code in the chassis, shell and other areas, and the earphone takes into account the product volume and beauty, and so on, it will put the product identification logo on the internal hardware, so it increases the difficulty of checking the authenticity of the replacement personnel, causing individual users to make profits through the "old for new", "packet" and other forms.

Another digital product retail brand official said, "through the sale of headset products by electronic commerce, the average return rate in the industry is about 10%, tightening the return policy. First, it is conducive to user health, health and so on, and the two is to prevent product depreciation."

Considerations behind interests

The competition in the electricity supplier industry is fierce. Jingdong's adjustment of return rules may also cause some customers to choose online shopping channels again.

It is understood that different e-commerce platforms have different seven days of no reason to return the application rules.

For earphone products only, Jingdong self operated earphones are no longer applicable to the seven day no return rule. A few self operated game earphones and third party sales earphones are still applicable; most of Tmall headphones are still applicable to seven days' no reason to return rules; Suning self operated and third party merchant earphones are basically applicable to seven day no reason return rules; some high priced earphone products do not apply return rules.

"Whether to cancel the seven day no reason return service is not decided by the platform side, but after the consultation of the e-commerce platform and brand."

The director of the above international audio equipment brand said.

It is reported that the company's headset products are sold on several mainstream e-commerce platforms, and what rules of return should be adopted specifically depends on the order quantity and operation mode of the platform.

In addition, the electronic business platform carefully selected seven days no reason to return the applicable category, also has the enhancement own operation ability and the achievement target consideration.

A senior analyst in the retail industry said that gross margin and sales volume were two major indicators for the company to consider its performance. Loose sales rules could boost sales, but considering the return rate, it is likely to cause pressure on gross profit indicators.

For dealing with the return products and after sale problems, the e-commerce platform may invest part of the cost with the brand partners, which may account for 3-10 points of sales, deal with defective commodities, or re package products that will not affect the two sale after being returned.

However, if consumers appear to be profiteering by means of "replacing the old with new ones" or "dropping", the cost of electricity providers will further rise.

In fact, the electronic commerce platform can raise the gross profit by eliminating the seven day no reason rule to reduce the processing cost of damage.

Who will protect consumers' rights and interests?

For the seven day no reason to return the use of the scope, the "People's Republic of China consumer protection law" and "online shopping seven days no reason to return the Interim Measures" has explained that after the closure of products that are likely to affect personal safety or health, after the closure of products that are likely to cause changes in the quality of goods, once activated or tried to derogate the value of the larger commodities, as well as the sale of goods that are near the expiration date, defective goods, this service is not applicable.

"Seven days no reason to return goods is only a promotional means for merchants. This is an agreement between the two sides in the contract. As long as there is no quality problem, the Jingdong does not agree to return the goods, so it will not violate the law."

Tian Jun, a lawyer at Beijing Jintai Law Firm, said that it should be noted that before the implementation of the headset product, there was no reason to return the goods for seven days. Now the cancellation of the service will involve consumer fraud if it is not explicitly informed.

Wang Bing, lawyer of Shanghai Bai Liang law firm, believes that the two laws have adopted exclusion rules for the seven days' no reason to return the goods, which stipulates that "the scope of commodity returns is not applicable". However, because the new products emerge in an endless stream and the types of commodities continue to increase, the stipulation is obviously not enough to make all goods available. Therefore, it does not mean that products that are not currently in the scope must be implemented compulsively, and there is no reason to return the goods for seven days.

"If a product does not apply to seven days without reason for return from the nature of the product, then the Jingdong cancels the service, which is a protection of its rights and interests.

Online shopping products have no reason to return service on the seven day, but in fact, they do not fully protect the interests of consumers, to a large extent, have led to the improvement of the problem rate, which has infringed the interests of consumers.

Wang Bing said.

More interesting reports, please pay attention.

。