A few days ago, Taobao issued a proposal on the change of Taobao platform dispute handling rules of the public notice, the notice has been effective on December 26。

Among them, the first article of the core change is "the new Taobao based on the platform's own big data capabilities, identify multi-dimensional combination, for buyers to initiate after-sales in line with the relevant circumstances, to make a quick refund or return refund rules and basis."。

On December 28, Jingdong was not willing to lag behind, revised its own after-sales and transaction dispute handling policy, and added a user-only refund standard.。In the "Jingdong open platform after-sales service management rules," a new "no return only refund" implementation standards, the rules came into effect on December 29; at the same time, the "Jingdong open platform transaction dispute handling general rules" also added support users only refund content, this adjustment has been officially effective on December 28。

Industry experts believe that these changes promote the survival of the fittest in the e-commerce industry, forming a positive cycle。On the other hand, it is also necessary to balance the interests of merchants and consumers to prevent malicious competition among merchants using "refund only"。

Taobao: a little bit at ease to stand up to the fight a lot of look.

Among the changes to Taobao's three platform dispute handling rules, a summary is that sellers with too many bad reviews or violations, once complained, will be directly determined by the platform to return a refund or only a refund.。

The second article on the delivery specification, that is, without the buyer's permission, delayed delivery, mandatory delivery, the system supports the buyer "only refund"。

The third is about the sign-off specification, support "7 days without reason to return" or the buyer refused to accept the goods, support the buyer refused to sign after the application for a refund。

Spell a lot: "only refund" with flying major e-commerce

It is reported that shortly after the release of the third quarter results of this year, the market value of the fight more than Ali, in one fell swoop to become the largest Chinese stocks in the U.S. market.。In the past few years, Pinduoduo has quickly gained the favor of consumers in the sinking market by virtue of its combination of "price reduction + refund only."。

Among them, the "refund only" after-sales mechanism first launched by Pinduoduo shows that when consumers apply to the platform for "refund only," if the merchant does not operate within 48 hours, the system will default to the merchant to agree to the refund application and automatically initiate a refund.。Today, this regulation is gradually becoming the new standard in the e-commerce industry。

On September 21 this year, the tremolo electricity supplier also in its "merchant after-sales service management norms" for the "refund only" service to make an update: "commodity praise rate of less than 70%, the platform has the right to the commodity transaction order after-sales application to support consumers only refund, return refund package freight measures, commodity praise rate for 7 consecutive days to return to more than 70% can be lifted."。

It is reported that the purpose of this mechanism is to provide consumers with a better user experience, while those long-term service is not in place, the quality of unreliable businesses to take more stringent measures.。

In June this year, a related person from the Amoy Group revealed that in the past year, about one million Pinduoduo merchants have opened online stores on Alibaba's Taobao, a figure that accounts for nearly 20% of Taobao's more than 5 million new merchants this year.。

For these sellers who switched from Pinduoduo to Taobao, I thought Taobao would not have an extreme policy similar to Pinduoduo's "refund only" policy, but now the introduction of new rules may cause many sellers to have new concerns.。

However, it is clear that this mechanism has largely reduced or even exempted consumers from the threshold of proof and better protected their rights and interests.。For merchants, because the provisions will be based on the actual business behavior of buyers to make judgments, so to avoid the "wool party" intrusion;。

Jingdong: has joined the "refund only" group chat

While Taobao added a new "refund only" policy to support users, Jingdong also revised Jingdong's after-sales and transaction dispute handling policy, adding a new standard for users to refund only.。

The "Jingdong Open Platform After-sales Service Management Rules" mentioned: "Consumers do not need to return the original product; after the refund is completed, they will not be able to initiate a return application for this product again.。Merchants can use the "no return only refund" function, after the completion of the refund service order status directly to the temporary end.。"

In addition, the rules also mentioned: "If it is still impossible to determine the attribution of liability for the dispute, Jingdong has the right to process or support consumers' refund-only and return-refund claims in accordance with trading habits."。

Since then, the three major domestic e-commerce camps, namely, Pinduoduo, Taobao, Jingdong have joined the "refund only" group chat.。

However, according to Jingdong insiders, Jingdong launched a "refund only" service in 2014 and has been using it ever since.。The revision of the rules on after-sales and dispute handling is to further extend the "refund only" from Jingdong's self-management to the application of third-party merchants.。