Chapter 446: No Reputation for Online Shopping

The matter of Qiqi Book City caused Zhou Buqi to think deeply.

He wrote down this case specifically and distributed it to everyone in the company.

This is of course a trivial matter.

A few college students were pleasantly surprised to find a loophole in the e-commerce platform, and then played a trick, earning tens of thousands of dollars. Criticize education and let them return the stolen money, and a little lesson is enough.

After studying hard for so many years before going to university, you can't just catch a little mistake and get fired, right?

Zhou Buqi didn't want to be such a villain.

In the early days of e-commerce development, there were too many messes, which is really nothing. What's more, people buy and sell books. The ancients said well that stealing books is not stealing.

However, the social phenomenon behind this incident is too serious.

They are college students!

It is the future hope of this country.

Even college students are doing this kind of activity, so how can the spirit of contract in this society be established? How can we build a highly civilized country?

Zhou Buqi called Shi Jinglin to his office and talked about it.

Shi Jinglin was more calm, "It's not surprising."

"Have you met?"

"Too much."

"Um?"

Shi Jinglin snorted coldly, "Do you think we don't have group buying?"

Zhou Buqi really didn't pay much attention, and asked, "What's going on? Tell me more specifically."

Shi Jinglin snorted, "When I took over the group buying business, it was basically a mess. The after-sales system was a mess, and I built it all by myself."

"I didn't ask you to show credit, let's talk about the key points!"

"The after-sales service we provide for electronic products such as mobile phones and computers is that if there is a quality problem within one month, you can return the product. After we receive the product and verify that it is correct, we will refund you and give you a certain shipping fee compensate."

Zhou Buqi nodded.

The after sales service is really bad enough.

Products can only be returned if there is a problem. Of course, the things sold in group buying are so affordable that you can’t buy them in shopping malls or other platforms at the same price. Even if college students don't like the product very much after receiving the product, the demand for returning the product will not be too strong, after all, it is a bargain.

Shi Jinglin said: "Let's talk about the mobile phone group buying in March. A total of 164,000 mobile phones were sold, and a total of 1,148 returned mobile phones were received. The return rate is 7 out of 1,000."

"Is it tall?"

"Many mobile phones may have problems during the process of leaving the factory, transportation, storage, etc. According to the report obtained by the manufacturer, the failure rate is generally one in a thousand. Our express delivery is a B2B-style collective transportation, and there is no damage."

Zhou Buqi understood.

According to statistics, the failure rate of mobile phones is generally only 1/1000, while the return rate of group buying mobile phones is 7/1000. But Shi Jinglin also said that there are regulations after group purchases, and only when the product has quality problems can it be returned.

There is a difference of six thousandths in it!

In other words, nearly 1,000 mobile phones had no quality problems, but were returned on the grounds of quality problems.

Even if each mobile phone costs 1,000 yuan, the amount involved is as high as 1 million yuan!

Seeing his frowning, Shi Jinglin shook her head and said, "It's very complicated here. Some mobile phones are fine, but users make mistakes in operation or judgment, and they are returned as quality problems. Or some people just don't like it. Returning the product under the pretext of a problem is not a serious matter."

Zhou Buqi squinted his eyes and said, "I'm afraid that some people will give us the money because they are inferior."

"right!"

"Have you checked it out? How many are there?"

"500."

"That's almost 500,000 yuan!"

"More than that?" Shi Jinglin shook her head, "A feature phone that costs a few hundred dollars is actually not bothered to drop the package, and you have to take risks. The main ones are Nokia's 2499 yuan high-end models and 4599 yuan smartphones. model, there are 367 problems, with a total amount of 1.1 million yuan.”

Zhou Buqi took a deep breath and looked at her with some displeasure. Such a large amount of money was involved, and they didn't even report it? You group buying director, are you too assertive?

Shi Jinglin said angrily: "What kind of eyes are you looking at? I told He Yang, and he agreed with my way of handling it! You are the big boss, the chairman, and the CEO. Are you not tired of taking care of such trivial matters? "

Zhou Buqi asked: "How did you deal with it?"

Shi Jinglin said: "If there is a quality problem or not, all will be returned to the factory, and the manufacturer will bear it. At most, the Xiaonei network will lose a little shipping cost. If the package is dropped...they are not related to the manufacturer, and we have to bear it ourselves."

Zhou Buqi sneered: "So, we have to subtract more than 1 million return subsidies from the 22.5 million profit of the last mobile phone group buying?"

Shi Jinglin was also very helpless, "There is no other way."

"What if you are held accountable?"

"It's hard."

"Be specific."

"There is no way to obtain evidence. First, the goods may be packaged by our employees when we deliver the goods; secondly, the goods may be packaged by the courier company during the delivery process; thirdly, the goods may be packaged by the user; fourth, the goods may be packaged It was because the package was dropped by the courier when the goods were returned; five, the goods may have been dropped by our employees when they were harvested by Xiaonei.com.”

Zhou Buqi thought for a while, "He Yang also said that?"

Shi Jinglin said: "Not only He Yang, but I also called JD.com specifically. Liu Qiangdong suggested that we should downplay it and not make it public. This is a loophole, from the society, to the platform, to the regulatory agencies. There are problems. As an enterprise, we can only bear it silently. Moreover, most users are not aware of this loophole. If it is publicized, more people will know that online shopping can still be exchanged and returned, and maybe more people will participate. There will be more losses."

Zhou Buqi gritted his teeth, unwilling.

Shi Jinglin sighed, "This is a problem with the general environment. All walks of life are in their infancy, and there is no credit system at all. Even if you want to make a difference, you can still change the whole society? Even if you are XXX, you can't do it arrive."

Zhou Buqi asked again: "If we receive the goods and find that the package has been lost, can't we not refund?"

Shi Jinglin said: "I thought so at first, but it turns out that it is not possible at all. First of all, people say that the mobile phone has quality problems and cannot be turned on. We cannot use simple methods to check whether it has been replaced. We can only open the back cover. This requires relatively professional people. Even if this step can be done, what if people don’t admit it? They say that the mobile phone in our hand is not the one he returned. What should we do? After all, there is still a second Three-party express delivery is involved. Once troubles arise, people will post on major forums, which will affect the corporate image. If JD wants to do its own logistics, it should solve the third-party problem. However, this matter is too complicated, and it cannot be solved by a mere logistics company. .”

Zhou Buqi breathed a long sigh of relief, "So, this dumb person can only suffer by himself?"

Shi Jinglin laughed and said, "What can I do if I don't eat? Dangdang suffered a loss from selling books, and you still want to deal with it leniently as if you are okay. This time you suffer a loss, so you can't bear it?"

Zhou Buqi glared at him, "How do you talk? It's not big or small!"

"You..." Shi Jinglin's face turned red, she couldn't get angry in the office, so she gave him a vicious look, and said in a low voice, "You wait for me!"

"Okay, I'll think about it again."

Zhou Buqi waved his hand and wanted to see off the guests, but suddenly thought of something, and asked again: "By the way, how is the after-sales service of cosmetics? Is it also a refund for return?"

"No, only a refund."

"ah?"

"Girls are not like your stinky men. This kind of black heart earns money. If the product is damaged during transportation, you can take a photo and apply for a partial refund. Cosmetics are not like electronic products. If you lose a part, the rest is okay." If you continue to use it, you can refund 20%-50% of the fee. Unless it is really serious and completely unusable, you will get a full refund."

"Take pictures? How can there be so many camera phones?"

"If you buy such a high-end product, you still can't afford a camera phone? It's okay, it's fine if you don't have photos. I've told the customer service that as long as the other party has a good attitude, I can refund you without photos."

"There must be female college students who will take advantage of this loophole."

"I do!"

Shi Jinglin snorted, "I have already designed the program. If I want a full refund, or if I don't have a photo, I need her roommate to prove it. We have Xiaonei, which can verify the identity of her roommate. There can't be one Let's make a fake together in the dormitory? I don't believe it, girls are very timid, and the chance of perjury is very small."

It sounds simple, but this whole set of operation process will be very complicated to operate.

Zhou Buqi had a headache.

It is really difficult to do e-commerce. Without an extremely advanced level of operation, it is impossible to do well.

It is not surprising that foreign e-commerce websites cannot survive in China.

Only native entrepreneurs can plant trees on this land.

However, Zhou Buqi felt that this problem should be solved.

I really don't care about the loss of tens of millions of yuan, that little money is nothing.

It's just that he thinks that if even college students are playing this kind of trick to make black-hearted money, how can the conscience of this society be pursued?

A university should be the place with the highest average quality, the highest self-cultivation, the highest awareness and full of idealism in this country.

Many social problems are difficult to solve, and the reasons are too complicated.

But for a group of energetic college students, in the relatively independent field of the university campus, can we always carry out some measures that cannot be carried out in society? Does it have the basis to match the developed countries?

Zhou Buqi started calling.

Li Guoqing from Dangdang, Liu Qiangdong from JD.com, and Sun Tongyu from Taobao.

They all talked about the credit guarantee issue of return and refund.

The attitude of the three people is very unified, and they are all pessimistic.

I feel that this is the limitation of the times and the general environment, and there is no way to solve it.

The most pessimistic one is Sun Tongyu, who is Pianpian and modest. When it comes to heartache, his voice is a little hoarse: "We have statistics. In the past six months, those who have lost their packages, intentionally damaged and returned goods, and received payment without returning goods, etc. have reputation problems. The impact has brought at least 70 million yuan in losses to merchants. Many well-run Taobao stores, once targeted, will lose hundreds or thousands of orders, and may close down."

"They're all in a gang?"

"It's a black industry."

"Is there any solution?"

Sun Tongyu said: "The mandatory real-name system, from the shipper, the delivery party to the receiver, all the clear public information, one-to-one correspondence, each link must have a clear person in charge."

Zhou Buqi sighed, "I can't do it within a few years."