1. What if the online shopper doesn't return the goods?
If the merchant refuses to return the goods, it is suggested to take the following measures to solve it:
1, negotiated with the operator;
2. Request consumers' associations or other mediation organizations established according to law to mediate;
3. Complain to the relevant administrative department;
4. According to the arbitration agreement reached with the operator, submit it to an arbitration institution for arbitration;
5. Bring a lawsuit to the people's court.
Under normal circumstances, negotiation can't solve it. At this time, the best way is to complain or directly sue the merchant, especially when the amount involved is large, it is best to solve it through litigation and find a professional lawyer who does not return the goods for help.
When the user initiated a refund on the grounds of "no reason to return the goods for seven days", the seller did not have a refusal button. If the seller does not reply to the refund within 72 hours from the date when the user applies for the refund, the system will automatically reach a return agreement between the two parties.
If the user does not initiate a refund for this reason, the seller has a refusal button. If both parties fail to reach an agreement through negotiation, they can apply for official customer service intervention 72 hours after applying for a refund.
If the system automatically reaches a return agreement, but the seller does not give the correct address or the seller clearly indicates that he does not agree to return the goods, do not return the goods for the time being, and apply for official customer service intervention.
If the buyer fails to return the goods within the return period stipulated by the system, and fails to explain the valid reasons, and both parties cannot reach an agreement on the situation, the seller can refuse the buyer's second refund application.
"Measures for Punishment of Infringement on Consumers' Rights and Interests" Article 8 When providing goods or services, business operators shall bear civil liabilities such as repairing, redoing, replacing, returning goods, making up the quantity of goods, returning the payment for goods and services or compensating for losses in accordance with the provisions of the law or the agreement of the parties concerned, and shall not deliberately delay or unreasonably refuse the legitimate demands of consumers. If the operator has one of the following circumstances for more than fifteen days, it shall be deemed as intentional delay or unreasonable refusal:
(a) the goods that have been identified as unqualified by the relevant administrative departments according to law have not been returned since the date when consumers put forward the request for return;
(2) Refusing to perform the obligations of repairing, redoing, replacing, returning goods, making up the quantity of goods, returning payment for goods and service fees or compensating for losses without justifiable reasons from the date when the time limit stipulated by the state and agreed by the parties expires, or from the date when the consumer's requirements do not meet the quality requirements.
Second, how to punish violations of consumer rights?
If an illegal act that infringes on consumers' rights and interests is suspected of a crime, the administrative department for industry and commerce shall, in accordance with relevant regulations, transfer it to judicial organs for criminal responsibility. Where the administrative department for industry and commerce imposes administrative penalties on operators according to laws and regulations and the provisions of these Measures, it shall be recorded in the credit files of operators and announced to the public in a timely manner through the enterprise credit information publicity system.
Precautions for returning goods:
1. Users need to return the goods within 7 days after the return agreement is reached. If it is not returned within the time limit, the refund will be closed;
2. After clicking Submit Return Information, the seller will have 65,438+00 days to confirm. If the seller fails to handle it within the time limit, the system will automatically refund the user.
3. If the goods are rejected and the refund is applied by mistake, the user will cancel the refund application, and if the goods are not received again, only the refund will be made. (After-sales rights protection in the successful transaction state should not be revoked directly, and the seller's shipping order number can be filled in on the premise of consensus with the seller. )
4. If the user's transaction order is displayed as "Waiting for Buyer's Payment", the user can cancel the order or automatically close the transaction after the system times out.
If it is displayed as "Buyer has paid" and the seller has not delivered the goods yet, you can make a refund, just click Refund.
5. In case of postage dispute, please consult the official customer service.
With the development of Internet in China, online shopping in China is also growing. At this time, we should pay attention to the provisions of relevant civil laws and regulations in daily life to protect the legitimate rights and interests of consumers from infringement.