"3 15" survey: Nearly 60% of the respondents bluntly said that the online shopping return process is cumbersome.

"3 15" survey: Nearly 60% of the respondents bluntly said that the online shopping return process is cumbersome.

"3 15" survey: Nearly 60% of the respondents bluntly said that the online shopping return process is cumbersome, and the development level of return services in the e-commerce field is stagnant, which has become a key factor hindering consumers' continuous consumption. "3 15" survey: Nearly 60% of the respondents bluntly said that the online shopping return process is cumbersome.

"3 15" survey: Nearly 60% of the respondents bluntly said that the online shopping return process is complicated. On March 1 15, China Consumers Association released the survey results on the theme of "* * * promoting consumer equity" in 2022. The data shows that in daily consumption, 60% of the respondents said that their perception of fairness is generally good, but over 60% of the respondents have been treated unfairly, and their trust in online operators is lower than that of offline operators.

In June of this year, 65438+ 10, China Consumers Association officially announced that the theme of 2022 Consumer Rights Protection Year was "* * * Promoting Consumer Rights". Focusing on the annual theme and consumers' opinions and feelings, China Consumers Association organized and carried out this survey on consumer fairness and consumer environment perception on the occasion of "3. 15" International Consumer Rights Day, and finally recovered 22,765 valid samples, covering all provinces and cities in China, with good universality and representativeness.

It is understood that this is also the sixth consecutive year since 20 16 that China Consumers Association has planned and implemented a special survey around the theme of the Year of Consumer Rights Protection to carry out publicity and interpretation work.

The survey found that about 60% of the respondents had a good sense of fairness in consumption resources, consumption treatment, trading rules and other issues, but 65.0% of the respondents said they had been treated unfairly. From the aspects of production and processing, market circulation, marketing promotion, trading and after-sales service, 32.5% of the respondents believe that the "marketing promotion link" is the most prone to unfair phenomena, and the problem is relatively prominent.

Nearly 60% of the respondents believe that the pricing mechanism and price fluctuation in the consumer market are within a reasonable range, and many consumers are more sensitive to the prices of "drugs and medical supplies" and "real estate agents". Most consumers think that consumption will be more and more fair in the future, but they need to be alert to obstacles such as "poor honesty awareness of operators" and "opaque consumption information".

The survey results show that nearly 70% of the respondents expressed confidence in the domestic consumption environment as a whole, and about 60% of the respondents recognized the standardization of the domestic Internet economy development, but consumers' trust in online businesses was lower than that of offline businesses. More than 70% of the respondents recognized the strength and effectiveness of consumption supervision in the past year, and nearly 80% of the respondents thought that the consumption environment had improved since the relevant work was carried out.

With the accelerated development of internet economy and experiential consumption, ordinary consumers pay more and more attention to word-of-mouth and evaluation, and pay special attention to "after-sales guarantee" in business activities; Respondents are enthusiastic about participating in online evaluation after consumption, but their trust in good and bad reviews is different. The trust of "bad reviews" and "middle reviews" is relatively higher than that of "good reviews". More than 80% of the respondents believe that it is necessary for operators to make self-commitment.

In recent years, a series of consumption problems and hot topics have attracted consumers' attention or "spit". The consumption problem of "high fever" has aroused consumers' great concern about public opinion, and 52.3% of the respondents said that the most impressive event was "anchor Viya was fined for tax evasion13.45438+0 million".

Judging from the goods and services that consumers are most dissatisfied with, "health care products" and "intermediary services" ranked first for two consecutive years, while consumers' dissatisfaction with "housing and decoration building materials" and "property services" deepened. In the field of Internet services, consumers strongly suggest strengthening supervision on investment and financial management, online payment or transfer, marriage and love, online games and online shopping, which deserves special attention.

According to reports, this year's thematic survey also measured the behavioral characteristics and emotional state of consumers. The results show that consumers are generally satisfied with the current living conditions, have a strong sense of consumption acquisition and happiness, have basically stable consumer confidence, and the proportion of expected expenditure growth has steadily increased.

78.6% of the respondents believe that consumption is relatively rational, and nearly two-thirds of the respondents have consumption expenditure plans. However, the investigation has also developed. More than 40% of the respondents said that there is anxiety in consumption, and consumers aged 45-64 have the lowest level of anxiety. 44.4% of the respondents believe that "limited income" is the most important factor restricting consumption.

Combined with the main problems found in this year's thematic survey, China Consumers Association put forward five specific suggestions and measures: First, adhere to the principle of striving for progress while maintaining stability, scientifically grasp the relationship between stability and progress, crisis and opportunity, balance and difference, and comprehensively promote high-quality development to make consumption safer; Second, insist on systematic thinking and scientific overall planning, strengthen the protection of consumers' rights and interests, and pay attention to ensuring the fairness of consumption from the aspects of policy starting point, consumption process, participation opportunities and results;

Third, adhere to the principle of giving priority to consumers, attach importance to consumer word-of-mouth evaluation, implement corporate social responsibility, lead science and technology to be good, and make consumption warmer; Fourth, adhere to demand-side guidance, increase per capita disposable income through multiple channels, and make consumption more confident; Fifth, adhere to problem orientation, base on reality, plan for the long term, enhance social mutual trust and tolerance, and build a more responsible and sustainable consumption ecology.

In the next step, China Consumers Association will mobilize the National Consumers Association to carry out a series of activities and special supervision and investigation based on the relevant data of the 2008 thematic survey, put forward policy suggestions to relevant departments, and convey consumers' demands, so as to play an active role in promoting the construction of consumer environment and improving consumers' satisfaction and sense of acquisition.

"3 15" survey: Nearly 60% of the respondents bluntly said that the online shopping return process is complicated. 2 On the occasion of "3. 15 International Consumer Rights Day", the Social Investigation Center of China Youth Newspaper conducted a survey on 153 1 respondents, showing that 60.0% of the respondents said that they had encountered a return. (China Youth Daily March 17)

Excuse me, what is the difficulty in returning goods? In addition to the relatively long negotiation process of repackaging and waiting for the seller to inspect the goods, the most unpleasant thing may be that the willingness to return goods is "kidnapped". Take a treasure online shopping platform as an example. If the buyer writes "quality reason" on the reason for returning goods, it will often not be approved by the merchant, and the merchant will ask the buyer to change it to "I don't like it, I don't want it" and put the responsibility on the buyer. If you exchange goods, you will even ask the buyer to take a new one and then refund the money through private channels.

In the era of experience economy, consumers are not pursuing the purchase results of the goods at hand, but the purchase experience from beginning to end, and the return experience is also an important part of the online shopping experience for buyers. The buyer's objective evaluation of the return can not be respected by the seller, and the unreasonable demands of the merchants can only be swallowed up. The simple "buy one get one free" has become a market game for sellers to safeguard their own interests. Behind the seemingly fair process is the constraint on consumers to safeguard their own rights and interests.

Judging from the above survey results, the development level of return and exchange services in the e-commerce sector has stagnated, which has become a key factor hindering consumers' sustainable consumption. Especially at the moment when social networks are constantly "planting grass" and "pulling weeds", faced with the consumption fog of "over-packaging", some consumers are worried that it will be difficult to get back after stepping on thunder, which will lead to the conservative consumption of new things and may be unfavorable to stimulate e-commerce consumption.

In the field of modern logistics, return belongs to "reverse logistics". In fact, it is often not the level of "forward logistics" but the level of "reverse logistics" that really tests the quality of supply chain management of an enterprise and an online shop. Furthermore, for consumers, after-sales service is the key to determine the overall experience of online shopping compared with pre-sales service. It can be believed that a merchant who dares to return goods quickly will not have a bad supply level.

Consumers need to know the current return situation, and by analogy with others, they can further clarify their consumption needs. It is suggested that the relevant departments guide the e-commerce platform, incorporate the buyer's return evaluation into the category of commodity evaluation, and publicize it to consumers. By opening a third-party evaluation service, buyers are required to provide evidence by taking photos. And the reason for the return was accepted by a third party, and the feedback was delayed to the seller. Avoid the seller's "disapproval of the reason for return" and hinder the buyer from returning.

From the process point of view, "return" is actually a process of "supply". It's just that suppliers have become buyers. "Online shopping is easy, but returning goods is difficult" should not be a long-standing consumption phenomenon. How to simplify the return process, give consumers a quality consumer experience, and expect the e-commerce platform to come up with more solutions.

"3 15" survey: Nearly 60% of the respondents bluntly said that the online shopping return process is complicated. Online shopping has become a very common form of shopping. Although there is a rule of "no reason to return goods within seven days" in the field of online shopping, in practice, some sellers and platforms will refuse consumers' return applications for various reasons.

On the occasion of "315 International Consumer Rights Day", a survey of 153 1 respondents conducted by the Social Investigation Center of China Youth Newspaper showed that 60.0% of the respondents said they had encountered obstacles in returning goods, and 8 1.8% thought it would be better to improve the return system.

Among the respondents, 23. 1% were born after 00, 42.8% after 90, 27.8% after 80 and 5.8% after 70.

60.0% of the respondents have encountered obstacles in returning goods.

Wang Tong, a graduate student from a university in Zhejiang, usually shops online. If she finds that the goods have quality problems, she will choose to return them. However, Wang Tong admits that if he writes "quality reasons" on the reasons for returning goods, it will often not be recognized by the merchants. "Before buying clothes, I found that there were many lines to be returned. The merchant asked me to change the reason for returning the goods, instead of saying there was a quality problem, I changed it to something like' I don't like it, I don't want it'. Maybe they are afraid of affecting sales. "

The data shows that 60.0% of the respondents said that they had encountered a situation in which the return was blocked. The main reasons why respondents were refused to return goods were that the return period was exceeded (565,438+0.0%) and the goods were discounted and promoted (46.65,438+0%). Other goods have been inspected and signed (43.5%), and quality reports are needed to prove that there are quality problems (36.6%).

Ling Jiang (a pseudonym), a teacher in Hangzhou, often buys online. If the goods are not suitable, she will choose to return them. Once, Ling Jiang bought a product with a return period of 15 days. She applied for a return within the time limit, but the seller's acceptance time exceeded the time limit, so she could only complain through the platform customer service and finally get compensation.

Yi Zhu is an employee of a company in Shanghai. Every year, she almost buys all kinds of festivals and promotional goods online. Yi Zhu said that one year "6. 18", the clothes were purchased online, and it took a long time for the seller to deliver them. After receiving it, he found that the size was too large to fit. "I wanted to change it to a smaller size, but the link of the store has been removed. The other party asked me to send the clothes back, get another one, and then give me my money back. I feel very troublesome and unreasonable. "

With the development of digital economy, online shopping has become a common form of consumption. But at the same time, some new situations have emerged in online consumption.

Recently, the Supreme People's Court issued "Provisions on Several Issues Concerning the Application of Laws in the Trial of Internet Consumption Disputes (I)" (hereinafter referred to as the "Provisions"), which mentioned that the seven-day unreasonable return system should be improved to strengthen the protection of consumers' after-sales rights and interests. It is stipulated that if consumers need to inspect the goods without affecting their integrity, they should unpack the goods, and e-commerce operators may not claim that the seven-day unreasonable return system is not applicable on the grounds that the goods have been unpacked. These Provisions shall come into force as of March 6, 2022.

In this survey, 50.5% of the respondents expressed concern about the ineffectiveness of the Supreme People's Court's provision that "goods are deemed qualified upon receipt".

"This judicial interpretation is very good, very good." Liu Junhai, director of the Institute of Commercial Law of Renmin University of China, said that as a special adviser to the Supreme Court, he had discussed this content. He believes that the receipt of online shopping goods can only represent the receipt of goods, and cannot represent consumers' recognition of qualified quality. "In real life, some e-commerce companies exclude consumers' unreasonable returns through unilateral store notices to counter consumers' right to regret".

Liu Junhai said that Articles 25 and 26 of the Consumer Protection Law stipulate consumers' right to return goods. There is no reason to return the goods for seven days except for four special circumstances. If there are quality defects or other problems, consumers also have the right to return goods in law and are protected by law.

70.2% of the respondents suggested simplifying the online shopping return process.

Sun Tianping, a post-90s graduate student, bought a lot of clothes and daily necessities online. If she finds the purchase inappropriate, she will choose to return it. However, Sun Tian found that he paid the freight first, and when the merchant received the goods and then transferred the money, he would encounter the situation that the merchant did not pay in time. "once I didn't receive the transfer from the merchant, I asked, and the other party transferred the freight to me. If I forget to ask, it may disappear. "

"I hope that the process will not be too cumbersome when returning goods. For example, send it back directly according to the original address of the buyer and seller. " Sun Tian expects that the procedures for returning goods through online shopping will be more convenient. "Online shopping is very common now, just like clothes need to be tried on to know if they are suitable. You must guarantee the return, so that everyone will be more willing to buy online. "

In the survey, 8 1.8% of the respondents indicated that increasing online shopping returns would increase online shopping willingness.

Yi Zhu also expects to simplify the return and exchange process. "I also hope that in terms of freight refund, there will be a platform to intervene and return to the consumer account in time."

Wang Tong expects sellers to improve the acceptance speed when returning goods, and also hopes that the platform and the express delivery station can be well connected. "For example, if the platform provides some delivery discounts, but the courier station does not recognize it, there will be certain disputes."

Ling Jiang hopes that when the goods are returned, the courier can take the order more quickly. "If you can't arrive at the scheduled time, communicate well in advance." .

Regarding the online shopping return, 70.2% of the respondents suggested simplifying the online shopping return process, and 6 1. 1% of the respondents suggested informing the return rules before the sale. Respondents also suggested improving the quality of e-commerce products (59.8%) and strengthening the supervision of platforms and businesses (52.3%).

"The platform is the first responsible person, and it has the obligation to stand up for consumers, put a good whistle and make a good pass. On the one hand, it is necessary to compact the e-commerce responsibility of the platform, including when the platform conducts self-operated business, it should ensure that the product quality is qualified, meets national standards, and meets the usual consumption and use standards. " In addition, Liu Junhai also said that consumers should spend scientifically and rationally, learn to avoid lightning strikes, "read advertisements clearly, sign contracts seriously, calmly preserve evidence, and rationally safeguard rights according to law".

In addition, Liu Junhai suggested amending the Law on the Protection of Consumers' Rights and Interests to further expand the scope of application of the unreasonable return system, that is, the right of regret should be applied to both goods and services, and there should be a system of right of regret both online and offline. "With the continuous improvement of China's socialist market economic system and the needs of economic legalization, integrity and digital practice, the consumer rights protection law should also keep pace with the times.

Although the Supreme People's Court has issued a judicial interpretation of online consumption, which fully absorbs the civil and commercial habits in the field of online consumption, the main responsibility of judicial interpretation is to explain the law, not to create rules of conduct. At present, there are still loopholes and blind spots in the field of online consumption. In order to further implement the concept of consumer-friendly rule of law, it is necessary to comprehensively refine the rights of consumers in the field of online consumption and further promote the modernization of the network economic governance system and governance capacity. "