According to the Voice of China report, “The News of France’s winning the championship” attracted the attention of the public during the World Cup. When people praised this idea, many consumers reacted to different degrees. The refund is difficult. The China Consumers Association made a speech to the Emperor in the official Weibo on the 18th: 'I hope that Vantage will fulfill its commitments and do a good job of refunding every consumer according to the pre-sale agreement and commitment.'
At present, what is the refund status of Vantage? Why did it encounter a crisis of trust and trust, before the 'French team won the championship, Vantage retired the full amount' promise, to the full amount of money returned to the consumer, how long it takes, on this, Vantage President Han Wei responded to the three major questions through the Voice of China.
Question 1: Delayed delivery is not refundable? Vantage: Fear that consumers will finish the finals and pick up the goods.
During the World Cup, Vantage launched the 'French team won the championship, Vantage retired the full section' marketing activities, all consumers who purchased Vantage's designated products from 0:00 on June 1st to 22:00 on July 3rd and participated in the 'winning the full refund' campaign Vantage will refund the invoice amount of the specified product purchased.
From July 16th, the refund will be processed for the consumers who meet the conditions, the offline channel will be refunded to the cash, and the online purchase will be returned to the online shopping platform's 'equal shopping card'. Xiaowu of Anhui Hefei passes the e-commerce platform I bought Vantage's 'Winning Package', but his refund process didn't go well: 'I bought the Vantage's champion package online, because the home is being renovated, there is no way for him to ship it now, then I chose it. That delayed delivery. He now said that I don't have an invoice, so I don't give me a refund. I think this is quite unreasonable. Because we have a shopping record online, it should be based on the time at the time. It feels a bit cheating us. . '
Choosing delayed delivery, no invoice, this is why Xiao Wu can't refund, and there are not a few consumers with similar situations. In response, Han Wei, vice president of Vantage Co., Ltd. responded, requesting online buyers in the announcement. To invoice and pick up the goods before July 4.
Han Wei, Vice President of Vantage: 'If we don’t pick up the goods on July 4, why are we not willing to retire? Because we have to avoid another situation: He has not invoiced and does not pick up the goods, and must wait until the finals are finished. Kind of choice. If it is not a champion, you can return it without reason; if you win the championship, he will pick up the goods and then refund.
The reporter went to a Vantage store on Wangjiang Road in Hefei City. Some customers came to consult the refund. The staff said that due to the agreement with the customer, Vantage is still counting customer information, and the statistics are over. After that, you can apply for a refund, just a matter of time.
Store staff: 'It should be scheduled on July 21, the head office will be unified. It should be a full refund, that is, when signing the agreement, when the customer buys the agreement, the agreement is also written.'
Customer: 'When can I come over?'
Store staff: 'We will notify you when it is time, and I have someone responsible for this company. I will inform you one by one.'
Question 2: Why is the refund refunded? Vantage: The most convenient way to return the card online
The reporter noted that according to Vantage's related programs, the refund procedures are handled in accordance with the two offline purchase channels of 'offline stores' and 'online e-commerce'. Customers who purchase offline stores are from July 16th to July 24th. When you go to the store to consult, complete the registration verification procedures, you can go to the designated outlet for refund. And the Vantage Online official authorized store to buy the winners of the package, as long as the relevant information is complete, Vantage official will return the equivalent according to the invoice amount. E-commerce platform shopping card.
That is to say - the offline store buys, the refund is the 'money'; and the online platform to buy, the refund is the 'card'. Ms. Zhan of Zhengzhou, Henan is not satisfied with this: 'I bought it online. Vantage 'winning package', said that it is necessary to return the e-commerce platform shopping card to me according to the price bought at that time. I thought it was a refund of the full amount. Now it is a refund card. My family said that this is not sold. Fine. '
Why do online purchases need to be refunded, not cash? Vantage Vice President Han Wei responded: 'We have returned the card at the beginning of the event, there is confirmation and publicity. The card we refunded is the Jingdong E card and the Tmall card. For Vantage, no discounts on cards are bought in real money. For consumers, online card withdrawal is the most convenient. If consumers use credit cards, I have to register each person’s credit card information. Uploading ID cards, etc., this time will be longer. At present, the speed of refunds, online refunds are very fast, today more than 10 million refunds. Online refunds of 50%, offline refunds 30%. '
In response to the obstacles encountered by Vantage users, the China Consumers Association announced that during the World Cup, Vantage launched the marketing campaign “French team won the championship, Vantage retired”, and now the French team has won, but according to consumers And the media reported that Vantage failed to fulfill its promises. In order to protect the legitimate rights and interests of consumers, it is now openly collecting complaints arising from the activity. Liu Junhai, a professor at Renmin University of China Law School, said that once the parties form a contract, the refund is The promise that Vantage must fulfill.
Liu Junhai said that Vantage should demonstrate its commercial wisdom and legal wisdom. Because Vantage’s impactful advertising has already added a lot to the Vantage’s commercial brand, Vantage can only build consumers by observing promises. This trust and respect for Vantage can be continued and further enriched and strengthened.
Question 3: Why is the refund slow under the line? Vantage: A centralized refund is required
The World Cup is not only the carnival of the fans, but also the carnival of the merchants. Vantage has achieved full exposure of the brand with the gambling marketing of the 'French team winning the championship' and has become one of the 'biggest winners' of the World Cup advertising marketing campaign. Understand that this wave of marketing has brought Vantage more than 1 billion yuan in retail sales online and offline, and the terminal retail sales of the designated products are only 79 million yuan. For the offline store refund Why is it slower?
Han Wei responded by saying: 'On the 24th day of the registration date, some customers have very small customers, and one customer can return one, but some have to concentrate on the registration and then collect the refund. For the refund, we will clearly inform the actual location. Generally speaking, after the registration is completed, it will be refunded within 15 days. Now we also invite the China Consumers Association to supervise our refund. All the problems can be reported to the China Consumers Association. The China Consumers Association can help us to check. . '
China Consumers Association issued an interview letter. Vantage: Do a good job of refunding
On the evening of the 20th, China Consumers Association announced on Weibo the progress of complaint handling work caused by Vantage promotion activities: As of 17:20 on the 20th, 73 complaints involving Vantage were received within 24 hours, and relevant complaint materials have been transferred. Vantage Company requested the company to properly handle it. At the same time, China Consumers Association has sent an appointment letter to Vantage, and the interview is in preparation. The China Consumers Association said that it is continuing to solve the problem and will work with consumers and the community. Supervise Vantage Company to fulfill its commitments.
In addition, Weibo also announced a letter of reply from Vantage to the China Consumers Association. In the letter, Vantage said that during the entire event, online participation in the championship event was about 29 million yuan, and as of yesterday, the card was refunded to consumers 13.4 million yuan. The remaining applications for withdrawal are under review; offline participation in the championship is about 50 million yuan, as of yesterday, the refunded odds accounted for about 19% of the total amount. Vantage also said that according to the rules of the event, each consumer will be effectively done. Refund work.