Online Shopping No Reason To Return When "Standard"

"It's the most depressing thing to buy an unsuitable commodity and not to replace it."

Consumer Huang Dongfen thinks this is also the worst shopping experience. She said, "which business is good in this area, I am sure that it is a loyal customer."

This is also the voice of most consumers.

In April of this year, the Ministry of Commerce issued "

"This system allows consumers to buy goods without impulse if they do not want to buy it."

It is learnt that the "new regulation" came into being and was warmly concerned by consumers.

Returns are still voluntary in China.

It is understood that no reason to return the system originated in Europe and the United States, is an important part of after-sales service.

Jo Gilad, the largest car dealer in the United States, has a famous saying: "I firmly believe that sales really start after sales, not before goods are sold."

This marketing strategy focusing on after-sales service is called "Ma Ma Ying Ying" in our country.

Some people call it "the second competition".

In most western countries where business and services are developed, and some Asian countries and regions, such as Japan and Hongkong, China, because of fierce competition, after-sales service is in place.

Some countries also clearly stipulate that consumers have "regret right" for a certain period of time, and there are no strict restrictions in time.

And in China, the whole

Hong Tao, a professor at Beijing Technology and Business University, said that at present, some businesses have not completely changed their concept of service, but still stay in the previous shop service. They think that after-sales service is only an additional service.

"This passive attitude results in poor effectiveness of after-sales service and a relatively large consumer opinion."

Businesses sell goods with no reason to replace them.

It is understood that in recent years, large shopping malls, whether in Beijing or Shandong, are trying to carry out unreasonable returns, but they have not been popularized.

The head of a shopping mall said that no reason to return is both a sense of service and a service capability, because it requires a lot of costs, not all businesses have the ability to do so.

For example, at the beginning of Jingdong mall, there was a service for replacement or maintenance of consumer packages, but this is a commitment made by Jingdong to consumers independently, while suppliers did not commit to Jingdong. So in 2008, Jingdong paid 17 million yuan for after-sales service.

Therefore, many businesses regard unwarranted returns as value-added services.

Especially in recent years, due to the fierce competition in the market, many industries have taken this as a selling point.

It first appeared in the household electrical appliance industry, followed by homes, jewelry and other industries.

At present, e-commerce is the best way to do this.

For example, in 2008, unexpectedly, the family launched "one month's unreasonable refund service" in Chongqing and Shandong.

In 2009, the guests launched an open box test, 30 days of no reason for the return of goods and other measures, and so.

All customers walk in front of no reason to return

Recently, after the release of the "new rules for online shopping", the V+ mall of fan Ke has also made a large scale upgrade at the service level, upgrading the previous 7 days' refund time limit to 30 days without any reason to return the goods.

30 days, no reason to return goods act is a leading service policy in the e-commerce industry. Now it has become an important part of the reputation of van customer brand, and has attracted a large number of loyal users.

In fact, at the beginning, there were some concerns about the customers. Would this lead to a substantial increase in the return rate? "But later we found that most customers returned the goods because they were not suitable for the purchase, but he needed them again and then they would buy one later.

According to statistics, after a month or so, the ratio of returns will be restored or even decreased. "

Beijing E-Commerce Association Secretary General Lin Ya said that compared with Jingdong mall and Amazon, fan clothing e-commerce is relatively easier to achieve returns, but this is mainly based on the premise that customers are private brands, including not only products, but also self built logistics.

This enables customers to control the production links and the later distribution links more conveniently, so as to facilitate the whole process of return.