网络消费需要刚性保障

Core Viewpoint - A recent incident involving a customer returning food products highlights the importance of empathy and fair practices in e-commerce, emphasizing the need for a balanced approach to consumer rights and merchant responsibilities [1] Group 1: Customer Behavior - A customer returned a food product after finding the taste unsatisfactory, including two one-yuan coins in the package as a gesture of goodwill [1] - The handwritten note from the customer expressed empathy, contrasting with common disputes between buyers and sellers in the e-commerce space [1] Group 2: Merchant Challenges - Food products, once opened, cannot be resold, leading to losses for merchants in terms of product value, shipping costs, and labor [1] - The current e-commerce environment, characterized by aggressive discounting and refund policies, places a heavy burden on merchants, affecting the overall health of the industry [1] Group 3: Industry Recommendations - A healthy consumption ecosystem requires both empathy from consumers and strict regulations to protect merchants [1] - E-commerce platforms should ensure fair evidence requirements for both buyers and sellers in dispute resolution, avoiding any forced or indirect imposition of "refund only" policies on merchants [1]