What about the fake I bought online?

It is a headache for more and more consumers to easily buy fake goods online. Moreover, it is also very difficult for consumers to defend their rights after buying fakes. After spending a lot of time and energy, they can't refund the money, but suffer from anger. However, recently, under pressure, major shopping websites have strengthened the supervision of merchants selling fake goods. Consumers should pay attention to the fact that if the negotiation with merchants is fruitless, they can directly initiate a claim to the shopping website and let the website find the merchants to settle accounts.

Seller: Take advantage of the weakness of not being able to inspect goods

The reporter saw on Taobao that most stores have put up such slogans as "Please don't repeatedly ask buyers whether it is genuine", "Customers who don't believe it is genuine, please don't come to our store", "Our store doesn't make a living by making fakes, and buyers who bargain please choose another house, and they can buy fakes if they want to be cheap" and so on.

In fact, it is a common phenomenon to openly sell fake goods online. Some netizens said that an imported cosmetic purchased was suspected to be a fake. After many negotiations with the seller, the other party insisted that it was true, and accepted the inspection by the counter, but there was no invoice for the goods. At the request of netizens, the seller made up a lot of reasons, claiming that the invoice happened to be taken by the agent to draw a lottery, and asked the so-called agent to call the netizen to prove that it was genuine and so on.

The reporter also learned from professionals that the inspection procedures for imported cosmetics are complicated and expensive, and the cost of testing the content of "heavy metals and microorganisms" alone is several hundred yuan. If the authenticity is verified, the manufacturer's formula list must be obtained and verified one by one, and the price is also extremely high. The consumer finally gave up the claim.

Buyer: Ask the seller for proof through the website

The reporter learned from some shopping websites that if consumers find that there is a fake, they can first ask for a "7-day refund without reason". If they fail, they can directly ask the shopping website to initiate a claim and let the website find a merchant to settle accounts. In short, consumers should resolutely complain, let the website punish the seller who refuses to provide after-sales service, and at the same time avoid the complicated procedures in the refund process and transfer the risk to the website.

For example, according to the relevant regulations of Taobao, if a consumer buys goods in any store on Taobao and finds that the goods do not match the buyer's description or have quality problems after receiving them, and the seller does not cooperate with the after-sales service, the consumer can initiate a complaint through the rights protection platform, Taobao will pay compensation after verification, and some goods can also be "fake one and lose three".

secondly, consumers should ask the seller for proof. Those fake merchants often ask buyers to inspect the goods, etc. According to the new regulations introduced by some shopping websites this year, consumers don't have to worry about the difficulty of proof in the future. As long as they complain to the shopping website, the website will pay for the consumer's losses at the first time, and then verify the evidence with the seller to prevent consumers from being delayed due to the problem of proof.

However, consumers are reminded to ask for and keep the transaction voucher when trading.

Shopping websites have a time limit for consumers' rights protection

7 days: when the buyer uses the third-party payment service to purchase the goods that support "no reason to return goods within 7 days", within 7 days after signing the goods (based on the time of logistics receipt) (if there is an accurate signing time, 168 hours after the signing time is 7 days).

14 days: For example, in Taobao, if the buyer directly asks the seller to handle the case unsuccessfully, the buyer has the right to initiate a complaint against the seller and apply for compensation in accordance with the relevant rules of Taobao and Alipay (including the "pay first" service rules) within 14 days after the transaction is successful.

3 days: Some shopping websites also promise that all transaction disputes will be settled within 3 days.

48 hours: For consumer complaints, these shopping websites require sellers to respond within 48 hours; If it fails to respond within the time limit, the consumer rights defenders of the website will intervene within 48 hours; If the seller delivers the goods beyond the promised time, and the seller does not respond within 48 hours after the consumer applies for a refund, the system will automatically refund.