'There are many roses that are received, the petals are yellow, and there are backlogs. ' 'I sent it to the address a week ago, and confirmed it with the customer two or three times, 'Chinese Valentine's Day' is still given to me. Wrong. ' 'Qi Xi' has passed, many couples who have booked flowers online have not been able to enjoy the surprise of Valentine's Day. Netizens have spit out the 'bad's of online shopping. Suspected sales, delays in delivery, network Fraud and other issues have become the 'minefield' of retail e-commerce.
There are many problems behind chaos
'Online bought a box of ten pounds of kiwi, can eat three or four. 'Ms. Wei of Anhui Wuhu complained that when the weather is hot, if the packaging of the fruit is not detailed enough, it will be easily deteriorated after the express delivery. Frozen food, if you don't get it, you may be able to make it. You can't guarantee whether it is fresh. 'If something is broken, it will pay. If it is not fresh, you can only accept it.' Ms. Wei said helplessly. The customer received the physical and online business. The exhibits are often far apart.
The malicious 'brush review' between the merchants makes the customers unable to see the truth. Ms. Yao of Jiaxing, Zhejiang has opened a clothing store online. She said that because of the competition, the sellers will buy a good sales of the other store. The product, deliberately given a bad review. 'A black sweater skirt, it does not fade or pilling, but other businesses will find some inferior sweaters, photographed them after leaving the water to leave a basin of black water, after the hair is full of hair The photo of the ball is sent to the comment. 'This vicious competition will mislead consumers and influence the sales of goods.
The online shopping platform has also been 'spitted'. 'One or two samplings in January, at least 1,000 yuan each time. 'Multiple merchants complained that an online shopping platform borrowed the responsibility of 'sampling inspection' and profited. The so-called random inspection is that the platform is dressed as an anonymous buyer. Buying a store product, if it is found to be unqualified, it will be fine. 'The unqualified are all the platform has the final say, called the random inspection, it is really a fine.' Clothing retailer Cai said.
In this regard, Yao Jianfang, an analyst in the Legal Rights Department of the E-Commerce Research Center, said: 'The platform has the responsibility and obligation for sampling business, but the platform cannot be both an athlete and a referee. The sampling must be fair and fair, with formal inspection agencies involved. And issued a test report. '
In addition, fake goods are rampant, bundled sales, leaking customer information, merchants returning to the store platform does not refund the deposit and other issues, but also the public is quite complaining.
Deep reason needs to be alert
'The first shop' sold by the '1st shop' website The original instant nutrition rice noodles were notified by the State Food and Drug Administration. The flower e-commerce 'Huajia' sold 200 untreated 'poisonous flowers' milkweed to Customers, many merchants complained about 'star wardrobe', defaulting on loans and deposits... under chaos, hazards.
'The online store problem is frequent, infringing on the legitimate rights and interests of consumers, and also affecting the reputation and reputation of the platform.' Cao Lei, director of the e-commerce research center, said. Retail e-commerce chaos has broken the credit system between users, businesses and platforms. , bringing health hazards to consumers, property damage and other consequences.
There are many reasons for the frequent problems in retail electric commerce. 'There is something wrong with the problem. After seven days of no reason to return, I don’t know whether to find a business or find a platform. I can only recognize it. 'Like Anhui’s young man Zhou Yu’s swallowing Consumers are not in the minority, the awareness of rights protection is low, and the high cost of rights protection makes them dumb. This is one of the major reasons for the bad business to deceive customers and slack off after-sales.
Experts believe that the diversification of platforms and the wide range of consumer users, if the platform can not solve and deal with the user's consumption problems in a timely manner, consumer complaints are easily overwhelming; the mutual constraints between the platform and the merchants are not enough, social e-commerce and business entities in small programs Unclear, mixed, is also the root of the retail e-commerce complaints 'hardest hit'.
Strict prescription
Cao Lei believes: 'The problem of consumer complaints is deeply rooted, and the interests involved are intertwined and need to be supported by many parties. 'The state needs to strengthen legislative supervision to fill many legal gaps in the field of e-commerce; the platform should be strict with the law, while monitoring the business, not Engage in illegal actions of 'family law is greater than national law'; third-party supervisors such as the media, consumer associations, etc. should actively reflect the opinions of consumers, reminding businesses and platforms to recognize their own shortcomings.
In response to the complaints from retail e-commerce, the parties in the community are actively addressing the issue. Starting from August, the State Intellectual Property Office will organize a four-month special rectification in the field of e-commerce, and crack down on infringement and counterfeit online merchants and the lack of supervision. E-commerce platform; From May to July this year, the China Internet Illegal and Bad Information Reporting Center organized 567 websites including the domestic e-commerce platform, including the multi-purpose, Vipshop and other domestic e-commerce platforms, and announced the reporting acceptance method to the society. Reporting complaints can be traced and effective; Taobao, Jingdong and other 23 home appliance business platforms have entered the National Consumers Association's e-commerce through train system, the system through the internal linkage of departments and enterprises to solve cross-regional e-commerce The problem of handling consumer complaints is of great benefit.
According to the "Analysis of the market environment situation in the first half of 2018", the consumption environment of the online market improved in the first half of the year, and social satisfaction continued to improve. The 12315 consumer complaint platform has accepted 169,000 online shopping complaints in the first half of the year. Netizens positively accounted for 84.81% of the consumer environment, and satisfied with service consumption, commodity consumption, and consumer rights protection, respectively, reaching 93.92%, 88.23%, and 72.28%.
'Managing the retail e-commerce platform, we can establish a harmonious and harmonious operating environment, stimulate innovation, and achieve a good overall synergy for the entire social and economic development.' Jiang Zibin, assistant professor of the School of Business Administration of Hunan University, told this newspaper that the future of the retail e-commerce platform Development is worth looking forward to.