Recently, the incident of consumer rights protection in Beijing attracted attention. Ms. Cheng Cheng through a well-known e-commerce platform for global buyers to buy a foreign brand waist pillow, the official website price of 109.95 US dollars, while the actual delivery of the business for another waist pillow, the official website sells for only 33.6 US dollars. Ms. Cheng repeatedly defended her rights. The merchant explained that the wrong goods were sent and agreed to return the refund. Because the e-commerce platform announced “authentic guarantee” and “fake a penalty of 10,” Ms. Cheng applied for e-commerce platform to intervene, requiring double compensation, only to be rejected by the platform. Subsequently, the incident was exposed on social media and the platform said it would conduct a full investigation of the matter.
At present, the survey results have not yet been announced. But objectively speaking, what needs to be clarified in this incident of rights protection is exactly what responsibility should the e-commerce platform and merchants bear? Only by clarifying the responsibilities of the e-commerce platform and merchants can ordinary consumers succeed.
The e-commerce platform stipulates that “the goods sold by the third-party sellers will be provided directly by the third-party sellers for after-sales service, and it is recommended that you give priority to contacting the merchants for settlement; if you disagree with the business results, you can apply for a transaction dispute list.” , as if the e-commerce platform is only a “communicator” role.
Article 44 of the Consumer Protection Law stipulates that: “If the online trading platform provider fails to provide the real name, address, and effective contact information of the seller or service provider, consumers may also seek compensation from the online trading platform provider. “. Some e-commerce platforms believe that e-commerce platforms fulfill their obligations as long as they provide merchant contact information so that consumers can communicate with merchants themselves.
In fact, the e-commerce platform is not only a “communicator”, but also is a stakeholder like the organizers, supermarkets, organizers of the trade fairs, and counter-renters. It is a stakeholder who collects fees such as rental fees, promotion fees, or service fees from merchants. All operators. The e-commerce platform is essentially a large supermarket and shopping mall on the Internet. It must not only comply with the provisions of the “Internet Law” related to the online trading platform, but also be responsible for the obligations of all operators stipulated in the “Elimination Law”, such as “not to be false or to introduce people. Misunderstood propaganda “”If the business operator provides fraudulent goods or services, it shall increase the compensation for the losses it suffers according to the consumer’s demand.” Therefore, there is no reason why the e-commerce platform “proposes to give priority to contacting merchants”. If consumers find the e-commerce platform for rights protection, the e-commerce platform should respond to this and should not shirk it!
It is thought provokingly that some e-commerce platforms have found an excuse to shirk their responsibility in accordance with Article 44 of the “Elimination Law”. Some e-commerce platforms also rely on relevant provisions of Article 44 “Internet Trading Platform Providers. To make a commitment that is more in favor of consumers, it should fulfill its commitments. After compensation is provided by the online trading platform provider, it has the right to reimburse sellers or service providers,” and introduced a system for merchants to pay security deposits to the platform and pay the platform for advance payment. These are the understandings and practices that meet the spirit of consumer protection.
Furthermore, even if the law is continuously improved, what the law requires is only a “bottom line” that cannot be touched. The e-commerce platform with social responsibility should have higher requirements for itself, and the trust of consumers is the brand value of the e-commerce platform. Where Consumers will eventually vote with their feet to follow the e-commerce platform that truly provides a superior experience, instead of an e-commerce platform with a “customer excellence experience department”.