A few days ago, the incident of consumer rights protection in Beijing attracted attention. Ms. Cheng Cheng purchased a certain foreign brand waist pillow through a globally-requested merchant on a well-known e-commerce platform. The official website priced at US$109.95, and the actual shipment of the business was another waistband pillow. The official website sells for only 33.6 US dollars. Ms. Jing Cheng has repeatedly defended her rights. The merchant explained that the wrong goods were sent and agreed to return the refund. Because the e-commerce platform claimed 'authentic guarantee' and 'deducted a penalty of 10', Ms. Cheng applied for an e-commerce platform to intervene. Requires double compensation, only to be rejected by the platform. Subsequently, the incident was exposed on social media. The platform said it will conduct a full investigation of the matter.
At present, the results of the investigation have not yet been announced. But objectively speaking, what needs to be clarified in the rights-defending incident is the e-commerce platform and the merchants should bear the responsibility. Only by clarifying the e-commerce platform and the responsibilities of the merchants, the average consumer can successfully safeguard their rights. .
The e-commerce platform stipulates that 'the goods sold by the third-party sellers will be provided directly by the third-party sellers for after-sales service. It is recommended that you give priority to contacting the merchants for settlement; if you disagree with the results of the business process, you can apply for a transaction dispute. 'This rule , as if the e-commerce platform is only a 'communicator' role.
Article 44 of the Consumer Protection Law stipulates: 'If the provider of the online trading platform cannot provide the real name, address, and effective contact information of the seller or service provider, the consumer may also claim compensation from the online trading platform provider. Some e-commerce platforms believe that the e-commerce platform fulfills its obligations as long as it provides merchant contact information so that consumers can communicate with the merchants themselves.
In fact, the e-commerce platform is not only a 'communicator', but is also a stakeholder of shopping malls, supermarkets, organizers of exhibitions, and counter-renters. It is a stakeholder who collects fees such as rental fees, promotion fees or service fees from merchants. All operators are. The e-commerce platform is essentially a large supermarket and a large shopping mall on the Internet. It is not only necessary to abide by the rules governing the “trading” of the online trading platform, but also to assume the obligations of all operators as stipulated in the Consumer Law. False or misunderstood propaganda ''If the operator provides fraudulent conduct in the provision of goods or services, it shall increase the compensation for the losses it suffers in accordance with the requirements of consumers.'' Therefore, the e-commerce platform 'proposes to prioritize contact with merchants'' provisions , there is no reason. If consumers find e-commerce platform for rights protection, the e-commerce platform should respond to this, should not be shirked!
It is thought provokingly that some e-commerce platforms have found an excuse to shirk their responsibility in accordance with Article 44 of the “Consumer Law”. There are also some e-commerce platforms that are also based on the relevant provisions of Article 44 'Internet Trading Platform Providers. In order to make more favorable to the consumers, they should fulfill their commitments. After compensation is provided by the online trading platform provider, they have the right to recover from sellers or service providers', and they introduce a system for merchants to pay margins to the platform, and the platform to pay in advance. These are Comply with the understanding and practice of consumer protection spirit.
Further, even if the law is continuously improved, what the law requires is only a 'bottom line' that cannot be touched. The e-commerce platform with social responsibility should have higher requirements for itself, and the trust of consumers is the brand value of the e-commerce platform. Where. Consumers will eventually vote with their feet, following the e-commerce platform that truly provides a superior experience, not the e-commerce platform with the 'Customer Excellence Experience'.