In 2022, a third of consumer complaints to the Rospotrebnadzor regarding the purchase of goods were related to the activities of the markets, the department said. In this sense, a working group was created that will develop a more effective mechanism to consider the requests.
The total volume of online trade increased by the end of last year to 5.7 trillion rubles. In total, 2.8 billion orders were placed. The department believes that in connection with such growth there is a need to adjust the complaint handling process.
Consumer appeals will be considered by online platform customer service experts. Complaints related to sellers refusing to refund an item within seven days of purchase will be given priority. Likewise, special attention will be paid to situations in which the consumer has had to pay for the return of defective items.
In the spring of 2022, the Wildberries market introduced a reverse logistics fee. Shortly after the innovation, the site’s customers began complaining that the company was canceling funds for the return of faulty or misdelivered items.
Wildberries has changed the refund mechanism. First of all, a rule was introduced according to which the money was returned when the goods were returned to the warehouse. Earlier in the week, the company announced that now the couple will be registered at the collection point and will not have to pay for reverse logistics.
Author:
Natalia Gormaleva
Source: RB
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