Today, the entry #Taobao will support refund only# topped Weibo’s hot search list, arousing heated discussion among netizens. It is understood that the cause of the incident was that Taobao recently issued a public notice on changes to the "Taobao Platform Dispute Handling Rules".Among them, the newly added Taobao is based on the platform's own big data capabilities, identifying multi-dimensional combinations, and making provisions for quick refunds or returns for buyers who initiate after-sales services that meet relevant circumstances.
According to the rules, based on the protection of buyers’ rights and interests and the reasonable reduction or exemption of buyers’ evidence threshold, Taobao will use the platform’s own big data capabilities to conduct a multi-faceted and comprehensive assessment of the goods sold by the seller through a single or multi-dimensional combination of the platform’s information or product-level penalties, sellers’ store quality indicators (such as quality scores), a large number of customer complaints on the buyer’s side, and perception of counterfeiting issues, and then determine that the recently sold goods have a high probability of being improperly described, confusing, misleading, or shoddy.
Furthermore, Taobao will directly provide quick return refunds or refund support to buyers who initiate post-sales activities that meet the above-mentioned relevant circumstances based on such probability determinations.
Simply put,If a merchant has too many negative reviews or violates regulations during its operation, it may be directly judged by the platform to return or refund the product when it receives after-sales complaints from consumers.
Taobao’s “refund only” rule has also been interpreted by the outside world as a change measure following Pinduoduo’s lead.
According to domestic media reports, Taobao has made corresponding adjustments on the basis of Pinduoduo’s “refund only” policy. Taobao’s rules will combine product quality information and consumer integrity models, and comprehensive data will determine that product quality problems are not suitable for returns. High-credit users will support quick refunds.
For more controversial refund-only operations,Taobao also provides merchants with a quick appeal channel. If you encounter unreasonable quick refund applications, you can appeal.
Regarding Taobao's "refund only" policy, some netizens said, "Consumer rights and interests are protected," "It's really a good thing for consumers, so I agree," "It's good for consumers, but it must be done well, and both parties must be treated fairly," etc.