In recent years, with the development of online shopping, trading channels have gradually spread from online shopping platforms such as Taobao and JD.COM, and more and more people buy various goods through WeChat. However, WeChat shopping is not reliable, and consumer disputes such as "after-sales service is not guaranteed", "the object does not match the picture" and "the merchant does not return the goods" often appear.
Ms. Yang took a fancy to a jade bracelet on a shopping website. In the process of communicating with merchants, she was induced by merchants to add WeChat transactions. Later, Ms. Yang ordered a 30,000-yuan jade bracelet from the merchant through WeChat. Upon arrival, the consumer found that the color of the bracelet was "blue-gray, dull and dull", which was not "green with white background and shiny with oil" as shown in the picture of the merchant's WeChat circle of friends. The consumer returned it on the spot. Ms. Yang believes that the promotional pictures of the jade bracelet are seriously inconsistent with the real thing. Merchants suspected of false propaganda and consumer fraud should immediately refund, but the merchants refused.
How should consumers protect their rights when the goods are not in conformity with the publicity? Ms. Yang complained to the Guangdong Consumer Council and asked for help in safeguarding rights. After receiving the complaint, the staff of the Consumer Council immediately contacted the merchant to verify the complaint. The merchant said that the consumer had seen the product photos and confirmed the purchase before buying the bracelet, and there was no quality problem with the product, so he did not agree to return the product for a refund. In response to the situation reflected by both parties to the complaint, the staff of the Consumer Council patiently explained to the merchants the relevant provisions of the Consumer Protection Law on online shopping returns. After repeated mediation, the merchants finally agreed to a full refund.
In the face of shopping disputes, the law provides strong support for consumers' rights protection. According to Article 8 of the Law on the Protection of Consumer Rights and Interests: "Consumers have the right to know the real situation of the goods they buy or use or the services they receive. Article 20 stipulates: "The information provided by business operators to consumers on the quality, performance, use and expiration date of goods or services shall be true and comprehensive, and no false or misleading propaganda shall be made. "
In Ms. Yang's case, the jade bracelet provided by the merchant did not match the publicity picture seen by Ms. Yang, which violated the consumer's right to know. At the same time, Article 25 of the Consumer Protection Law stipulates: "Operators sell goods by Internet TV, telephone and mail order. And consumers have the right to return goods within seven days from the date of receipt, without giving reasons, and the return freight is borne by consumers, which gives consumers the right to return goods online for seven days without reason. Therefore, in the process of online shopping, consumers can ask the merchants for a refund in accordance with the law if they encounter the situation that the propaganda of the merchants is inconsistent with the real thing.
The Consumer Council of Guangdong Province suggested that since the real-name registration system is not fully implemented on WeChat at present, consumers should try to avoid WeChat transactions. If they need to make transactions through WeChat, they should always be vigilant and do the following:
First of all, businesses are required to show their business licenses and ID cards before placing an order. As far as possible, and in the event of a dispute, they can find a clear object to defend their rights; Secondly, through the national enterprise credit information publicity network, China judgment document network, China execution information publicity network and other channels, we can inquire about the qualifications of the merchants and the penalties for dishonesty in the lawsuits involved, and determine the credit status of the merchants, so as to know fairly well. Before payment, the actual situation of the goods should be clearly agreed, and the proposal should be as specific as possible, including material, size, color, construction period and packaging. And it is suggested to pay by installments to avoid the situation that the operators shoddy and run away with the money. Finally, keep good chat records, payment records, bills, express orders, etc. During the transaction, for the purpose of safeguarding rights.
Reporter Cai (intern)
Correspondent yue
Author Wang Jiaxin
From Southern Plus Client of Southern Newspaper Media Group