The return rate is skyrocketing—has this year's Double 11 gone wrong?
Compiled from The Paper
Case review
At 8 PM on October 31, the Double 11 shopping festival officially kicked off. Unexpectedly, the keyword “refund” quickly shot to the top of trending searches!
Some netizens pointed out that unlike the deposit and balance payment rules of previous years, this year merchants have left no opportunity for refunds at all. Not only are the rules like this, but even the delivery speed is comparable to a rocket launch. Where it used to take 30 days for shipment, this time the items arrived at the doorstep the day after payment. If consumers are unsatisfied, their only option is to return the goods. As a result, although this year's Double Eleven has just begun, the return rate remains persistently high.
In fact, when shopping on online platforms, we often hear about the seven-day no-reason return and exchange policy and frequently use this rule, but what we may not know is that behind it lies the consumer's "right to regret" granted by law.
[1] "Law of the People's Republic of China on the Protection of Consumer Rights and Interests"
[2] Article 25
[3] Where business operators sell goods through the internet, television, telephone, mail order, or similar means, consumers have the right to return goods within seven days from the date of receipt without stating a reason, except for the following goods: (1) goods made to the consumer's specifications; (2) fresh, perishable, or easily spoiled goods; (3) digital goods such as audio-visual products or computer software that are downloaded online or opened by the consumer; (4) newspapers and periodicals delivered.
[4] In addition to the goods listed in the preceding paragraph, goods that, by their nature, are not suitable for return and have been confirmed as such by the consumer at the time of purchase are not subject to no-reason returns. Goods returned by the consumer must be in good condition. Business operators shall refund the purchase price paid by the consumer within seven days from the date of receiving the returned goods. The cost of shipping for returned goods shall be borne by the consumer; if otherwise agreed between the business operator and the consumer, such agreement shall prevail.
[1] The author's perspective
It is entirely apt to call the seven-day no-reason return and exchange policy the consumer’s “right to regret.” Because online shopping means consumers cannot touch or clearly see the products, the items they actually receive may differ from the information provided on the purchase page. Moreover, given the nature of the internet, buyers and sellers are often not in the same city and may even be thousands of miles apart, communicating only through the internet or by phone, which makes resolving disputes more inconvenient than in offline transactions.
[6] To properly resolve disputes in sales contracts, China's relevant laws are continuously being updated and improved. The Civil Code stipulates the risk-bearing for damage or loss of subject matter under different delivery methods. It is evident that China's laws are advancing with the times, aiming to resolve conflicts and promote a harmonious society.
