Talk about Taobao and Pinduoduo

Pinduoduo’s after-sales service is the best among all platforms. It's scary when you hear such a sound one day. It’s not a good thing for both buyers and sellers, and both buyers and sellers deserve to hear it.

Let’s talk about the seller first.

Duoduo’s after-sales service is different from that of Taoxi. Taoxi is more about fairness. If a dispute arises, act according to the rules and provide evidence to each other. In fact, there is no obvious favoritism between the public review and the official judgment, and the official will even allocate part of the funds to compensate for the dispute every year. What does it mean?

For example, a buyer buys a product weighing ten to twenty kilograms. After receiving it, the buyer refuses it. According to conventional small items, if this item is rejected and returned, the seller will at most lose a few dollars in postage. But for heavy goods, the shipping cost lost by the seller is very high. In the end of the dispute, Taobao subsidized the seller's shipping costs. Although it was not much, it seemed very humane. Let’s take another example. A buyer signed for a rice cooker worth 1,000 yuan, took it apart and took a look at it, and he didn’t like it. When the original packaging is returned to the seller, the seller refuses a refund on the grounds of small scratches, which affects secondary sales, and provides a red seal certificate for express delivery inspection. The platform requires the buyer to provide pictures of the product before shipment, which the buyer cannot provide. , because it is impossible for normal people to take photos of these small places before returning the goods. In the end, the rice cooker was returned to the buyer. The buyer was very angry. As an appeasement, the platform subsidized the buyer by one to two hundred yuan. Some buyers who often shop online should have a deep understanding of this.

Tricky rules. Let’s talk about the first point first. The dispute resolution time is unreasonable. If the buyer has after-sales problems, they submit them and wait for the seller to handle them. As long as the buyer and the platform provide repeated feedback and urging, the dispute time will be immediately shortened to 24 hours. The seller was still waiting for a reply from the express intranet, but a seller came directly from the platform and only refunded the money after a timeout, and then recovered the email himself.

Then let’s compare our hearts. If a seller feels that some of the platform’s refunds are unreasonable and submits an appeal, the waiting time may be as short as a few days or as long as ten days without any response. If the seller delays again and again, even how many I appealed the order, but I had already forgotten about it. Many people should feel this deeply.

The second point is the warranty time and return and exchange time. I heard a joke about a guy who bought something from Kengxixi. After a year, he applied for a refund through the refund-only system. Some people say this is not a joke. Every year my family buys thermal underwear in October and returns it for refund in March.

The third point is that the background deductions are not detailed, and there are even some hidden deductions, so that some sellers dare not settle accounts. After settling the accounts, I found that I was lonely.

The fourth point, which is what I want to say most, is why is refund so serious? Is it really a matter of buyer quality? I can't see it all, right? In many cases, the platform guides or even gives step-by-step instructions. Some merchants get refunds inexplicably while still negotiating with buyers on after-sales issues. The buyer even boasted that the platform had refunded the money and that the goods did not need to be returned. The seller almost lost his temper. If he hadn't been afraid of attitude fines, he would have already started the quintessence of China mode.

Why do I say that this kind of rule may not be a good thing for buyers? The more biased buyers have no bottom line, over time, buyers will become accustomed to it. Everyone has never heard a word from Teacher Guo Degang, "It is better to suffer losses early. It is not a good thing to have smooth sailing. He was pampered since he was a child, and no one said anything to him. When he was sixty-five years old and walking on the street, anyone glanced at him, and he died suddenly at that time. From then on. Being beaten since birth and having eight mouths a day, at the age of 25, he is like a king and doesn’t care about anything.”

So why do some delivery boys and Didi drivers fight with customers? Get up? Is it really because of what the customer described? Not necessarily. It may be that he is spoiled in the virtual world and insults the customer service staff who earns 3,000 a month when he is unhappy. Don’t fight back when the other party hits you, don’t retaliate when you scold, and you must keep smiling. He is used to returning an item, taking a taxi, and eating a piece of snail noodles, and the platform reimburses him. I couldn't tell the difference between virtuality and reality. I suddenly realized it when I walked out of the house and suffered a loss. In front of the screen is the king who turned into bronze after receiving a court summons.

The rules of the platform have also indirectly harmed many people, especially young people who do not have much social experience.

Sellers have been working on this kind of platform for a long time, and everyone looks like a bad person. However, no matter how good a person is, there is something wrong with him, and no matter how bad a person is, there is something cute about him. People need to vent in an online world without consequences. In fact, this is where human nature is lacking. It is really a real-name shopping system, and the Internet is peaceful. Sellers focus more on product selection and traffic generation. When your volume increases, from dozens of orders per day to hundreds or thousands of orders, your mind will become bigger and you will no longer have time to argue with this person.

To increase traffic, when newbies come in, don’t start price wars at every turn and disrupt the market. You may say, as a novice, if I don’t disrupt the market, how can I come to the market? You don’t call it disrupting the market, you call it self-interest, and the life cycle is only a few days or weeks. If you really engage in a price war, can you sustain it for half a year? Even if your sales volume reaches the first place, and your opponent takes the money you earned and fights you to the end and continues to lower the price, can you continue to lower the price?

So never be the initiator of a price war, especially if your money is given to you by your parents or borrowed from Huabei. You would rather be differentiated. If you don’t have differentiation, just leave the current situation. category. Not good. You find that using the same method, you can do well in other categories. Why?

Because the competitive environment has changed, you will be fine if you find out. If you still lose money after jumping into the current category, what is the reason? Although it is said that money can be earned again, and conscience can be earned even more, but if your conscience has been fed to the dog and you have not made any money, then you have chosen the wrong platform. If you are young and do not understand the meaning of the text, if you understand that you are already a debtor and have convenient hands and feet, please hurry up and check out the store.