報道指淘寶隨拼多多步伐將支持「僅退款」
據《界面新聞》報道,近日淘寶發佈了關於變更《淘寶平臺爭議處理規則》的公示通知,其中新增了淘寶基於平臺自身大數據能力,識別多維度結合,對於買家發起符合相關情形的售後,做出快速退款或退貨退款的規定。
這一規定被外界解讀爲跟隨拼多多(PDD.US)步伐,所做出的改變措施,不過據瞭解,淘寶並非一味的模仿,而是在「僅退款」(只要消費者提出實物與預期不符,就可以選擇僅退款)的基礎上做出相應調整。淘寶規則有一定機制設計,會結合商品質量信息和消費者誠信模型,綜合數據判定商品質量存在問題不適宜退貨,高信用度用戶支持快速退款。
此外對一些爭議性比較大的僅退款操作,淘寶也提供了商家快捷申訴通道,如果遭遇不合理的快速退款申請,可以進行申訴。一位跨平臺銷售的電商商家表示,經過這幾年拼多多的「僅退款」操作,不少消費者已經養成了習慣,並且對其他平臺提出更高要求。聽客服反饋,現在淘寶店里經常會有用戶表示,同樣的訂單,拼多多能立馬退款,而淘寶的「7天無理由退換」就沒那麼方便,退貨還要花費精力、墊付快遞費等等。上述商家將淘寶的新規解讀爲滿足用戶需求,培養用戶心智,平臺也能減少消費者的流失。(wl/cy)
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