Judge? "fresh electricity after-sales mystery

Last week, of a famous writer of what I want is just fair long weibo caused universal attention.

Weibo, according to the orchard everyday in jingdong mall to buy a box rotting shanzhu, after communication with customer again and again, finally reply "no return". Then she will be released the whole process of the dispute to the microblog real-name authentication, which received a phone call to apologize after 5 minutes. For the article regrets as an ordinary consumers should enjoy the rights violations, but because of his attention to "V" is a celebrity, "it's really difficult to do the humble right".

On that day, many netizens have also suffered ridicule said similar experiences, but due to not "V" complaints to nothing. Around food electricity after-sale service as well as online food risk and security topic, detonated public debate.

Found online to buy food, then, to rot or other quality problems do, timely response to whether or not, the attitude of the service? Beijing news reporter chose the optimal motion, jingdong, Tmall mall, the United States received a purchase, cofco I buy nets, shop no. 1, Tmall supermarket looks fresh raw, orchards, taobao everyday appliance merchant and group-buying platform for visits, found that was "bad review", after-sales service and after-sale policy regulation also differ.

Experts point out that, at present our country electronic commerce law has not yet come, online shopping food, especially fresh food service and there is no specific law. Online food service is still mainly rely on online shopping platform and merchants consciously. With how electric business platform that food rot, lack of specific rules and legal basis, regulation is difficult.

Survey fresh electricity after-sale "bad review" bullish

Reporters check each appliance merchant fresh product comments found that many consumers complained about after-sale services. Jingdong proprietary fruit has the maximum number of comments a apple trade page, article 197 in all 4119 comments to bad review, including 5 indicating refunds for success, article 9 reflect after-sales couldn't resolve the problem very well. And orchard everyday for some "hot" grapefruit, although the rate is as high as 98%, but there are still 9 in all 80 bad review article reflects the after-sales problem. Didn't want to bad review ", but the customer service promised to refund has not received, this is not a question of money, is honesty! After a customer service call for many times, always can't connect!" Consumers "secular" in bad review expressed strong dissatisfaction of after-sales.

Reporter statistical 1 shop every day (third party), the optimal motion, orchards, jingdong (proprietary), jingdong (third party), 1 (proprietary) and so on electric business platform in fruit commodity consumption records, found that the maximum number of comments as of July 20, 20, the latest release of each of the 50 "bad review" reflect the after-sales problem "bad review" article 10, article 6, article 5, article 2, article 2 and 2.

The comment function can help consumers refer to circumvent the risk of shopping bad review the problem described. But reporters found that Tmall platform goods comments did not according to the "good, medium and poor" rating, but is divided into "after a review of the" two columns "pictures", and comment on the label. Some reference value to the consumption of "bad review" is submerged in the mass comments, such as fresh raw meow ranked the first in a kiwi fruit, a total of 26209 comments of the first page has four after-sales issues, but since there is no division on business review bar, if you need to know the goods from the bad review information, consumers need to page through search.

Visit after-sale policy differences

Reporters last week to choose the optimal motion, jingdong, Tmall mall, cofco I buy nets, shop no. 1, Tmall supermarket looks fresh raw, orchard and taobao everyday appliance merchant and group-buying platform, response time and the customer service attitude, return policy, the return process and refund promised to experience. (see table)

Reporter discovery, to find fresh food, quality problems of different electric business platform after-sale policy differ greatly.

The most key return policy, for example, the Beijing news reporter the five major food electricity, five of which are not accept 7 days without reason return; And the optimal motion rules "fresh foods once receipt not be processed return"; And to the no. 1 store is fresh food can return within 24 hours.

On return and response time, the difference is relatively large, such as jingdong reply for 48 hours, cofco I buy network requires treatment within a week.

Countermeasures "security online shopping not only by merchants consciously"

Fresh ingredients of regional electricity to solve the problem, broke the pattern of origin sales, but also to electric business platform, logistics channels, after-sale protection put forward higher requirements.

E-commerce observer, with consulting CEO LuZhenWang believe that fresh food is the "high-risk" products in shopping food, more prone to corruption, but this is not normal dealer "intentionally" or "knowing" behavior, mostly in the express logistics transportation, the problems of the existing law is still difficult to responsibility identification. Once "food rotting, finally can only be thrown away. So the key is to see the post-sale service, how to deal with how to receive spoil food for consumers to obtain evidence, as well as how to refund and compensation."

Experts point out that, at present our country electronic commerce law has not yet come, online shopping food, especially fresh food service and there is no specific law. Online food service is still mainly rely on online shopping platform and merchants consciously. With how electric business platform that food rot, lack of specific rules and legal basis, regulation is difficult.

According to the latest "food safety law, consumer food trade to a third party through the network platform to buy food, may demand compensation from the net food business operator or food producers. The third party platform can't provide the true name and address of the net food operators and effective contact information, compensation by the platform. But for "out of the warehouse when consumer is bought not metamorphism, through deterioration" logistics reach consumers' hands of fresh products, how to prove how to compensation, merchants and how the third party shall bear the responsibility of that regulation by who, did not make clear a regulation is given.

LuZhenWang thinks, because there is no specific legal provisions, at present of online consumers of fresh food only "safeguard" two aspects: on the one hand, the third party platform rules, business regulation, to users requirements related to after-sales service and compensation; On the other hand is to rely on businesses, consciously consciously provide after-sales service and compensation for consumers. "The long run, there is no responsibility cognizance and punishment rules, supervision is difficult to actually perform the rights and interests of consumers is difficult to get the real security".

Therefore, fresh electricity needs to be more detailed rules, such as after-sales quality problems occurred in the food, how to confirm the quality problem how to compensation, etc., after all needs to have a detailed regulation, the third party platform or merchants bear corresponding responsibility.