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On March 15, the State Administration of Market Supervision and Administration and China Central Radio and Television jointly issued an initiative advocating that the majority of physical store operators voluntarily participate in the activity “Unreasonable Return Commitment offline shopping for seven days “and actively improve the after-sales service system. The initiative noted that, adhering to the principle of “voluntary commitment, commitment is bound”, it encourages physical store operators to promise to return goods without reason within seven days. At the same time, traders are being encouraged to promise longer unreasonable returns.
In this regard, many retail companies, including Gome, said they would actively respond to the call. Li Chengdong, an e-commerce angel investor and former JD e-commerce strategy analyst, said in an interview with a Securities Daily reporter that my country’s consumer rights protection departments have formed extensive alliances and collaborations, and that the consumer rights protection system has become more and more perfect. In the future, the “no-reason seven-day return system” is expected to achieve comprehensive online and offline coverage.
“The ‘seven-day unreasonable return’ stipulation in the Consumer Rights Protection Act is currently only effective for online consumption, and offline use remains only an initiative stage. In this initiative of the relevant departments, merchants continue to participate voluntarily and not However, judging by current results, major retailers are actively responding. Regardless of whether they are online or offline, return products for no reason within seven days it is relatively beneficial to consumers and can protect their rights and interests to some extent. ” Chen Tao, an analyst for the circulation industry, said in an interview with a Securities Daily reporter.
Li Chengdong believes that achieving the unification of online and offline “return of goods without reason for seven days” service is the protection of consumers, and it is also the general trend. Only by improving the user experience for retailers will offline physical stores have more advantages and generate online traffic.
The State Administration of Market Regulation and China Central Radio and Television jointly proposed that the promised operators should strictly honor their return promise. Do not delay the reasonable demands of consumers, handle returns in a timely manner, and return the product price paid to consumers in a timely manner to enhance consumer satisfaction; the promised business operator should be in a prominent place in the business premises and advertise the store’s unreasonable return rules to consumers, in the process of selling goods, take the initiative to explain to consumers; the fulfillment of the operator promises, accept the supervision of the relevant departments and the supervision of the public.
This initiative starts from the aspects of opportunity, transparency, etc., and advocates that retail companies effectively protect the rights and legitimate interests of consumers from multiple dimensions.
In recent years, as live streaming e-commerce and social e-commerce have gradually become mainstream consumer methods, a number of problems have become increasingly apparent. It has become increasingly important to improve the protection of consumer rights in the service sector. The industry believes that relevant companies should take the lead, promote the formation of high-level industry standards, and effectively protect the legitimate rights and interests of consumers.
Gome revealed that in terms of promoting after-sales service updates, in addition to achieving comprehensive online and offline coverage of “seven days no reason to return,” Gome is currently working with the China Chamber of Commerce to begin formulation group standards for the “Retail Buyer Selection Specification”, to establish the standard of selection of products and services for the retail industry.
Zhang Lijun, vice president of the China Chamber of Commerce, said that the “Regulations for the Selection of Retail Buyers” will be the first industry group standard to regulate the requirements of retail selection. It will impose requirements on the selection of products and brands in the retail industry. , which will help satisfy the quality needs of consumers. Positive meaning to effectively protect the legitimate rights and interests of consumers. As more retail companies and e-commerce businesses unify their online and offline services, overall industry standards will rise.
Chen Tao believes that with the development of new retailers, the industry should establish competition standards and rules that adapt to the development of online and offline integration, and guide physical retail companies to gradually improve their level of computerization. “Seven days of unreasonable returns” can solve what is “seen in online consumption”. Weaknesses of the “no rent”. The consistency of online and offline service content and service quality is a trend. In the actual implementation of enterprises, high-quality online services can be introduced offline, and high-quality offline services can also be used online for reference.
