Hu Xiu·2025-04-28 03:14Core Viewpoint - The article discusses the significant shift in China's e-commerce landscape, particularly the potential cancellation of the "return-only refund" policy, which has been a crucial consumer protection mechanism [2][3][4]. Group 1: E-commerce Policy Changes - Major e-commerce platforms such as Pinduoduo, Taobao, Douyin, Kuaishou, and JD.com are set to eliminate the "return-only refund" option, leaving refund decisions to individual merchants [3][4]. - The absence of public announcements from these platforms regarding the cancellation of the policy suggests a covert implementation of this change [4]. Group 2: Consumer Complaints and Issues - In 2024, consumer complaint organizations in China received 1.76 million complaints, a 32.62% increase from the previous year, with after-sales service issues accounting for 29.67% of complaints [6][7]. - Issues related to product quality and false advertising also contribute significantly to consumer grievances, indicating a persistent problem in the e-commerce sector [6][8]. Group 3: Implications for Consumer Rights - The removal of the "return-only refund" policy raises concerns about how consumers will protect their rights when faced with unsatisfactory products [29][30]. - The article highlights the long and arduous process consumers face when seeking refunds, often leading to frustration and abandonment of claims [10][11]. Group 4: Comparison with International Practices - In contrast, Amazon has expanded its "returnless refund" policy, which has been shown to increase brand trust by 20% and boost loyalty consumer spending by 1.7 times compared to regular consumers [26][27]. - The article suggests that U.S. retailers are not deterred by refund abuse ("sheep shearing") because they prioritize long-term consumer trust and satisfaction [27]. Group 5: Future of Consumer Protection - The article questions the effectiveness of current consumer protection mechanisms in China, suggesting that without the "return-only refund" policy, consumers may struggle to assert their rights [29][30]. - The ongoing evolution of consumer rights in China reflects a broader struggle between consumer protection and merchant interests, with potential implications for overall market trust and consumer spending [31][33].