Core Viewpoint - Multiple e-commerce platforms have updated their after-sales rules, leading to the cancellation of the "refund only" policy, which has sparked significant discussion on social media [1][2]. Group 1: E-commerce Platform Changes - Taobao and Tmall will no longer proactively intervene in refund requests after goods have been received, requiring sellers to negotiate directly with consumers [2][3]. - A new evaluation system called "Real Experience Score" will be introduced, linking consumer feedback to core areas such as search, recommendation, and advertising, incentivizing sellers to improve product and service quality [2][3]. - Pinduoduo has also announced changes to its after-sales service rules, emphasizing self-negotiation between merchants and consumers without platform intervention [4][6]. - Douyin and Kuaishou have similarly stated their support for merchants and consumers to resolve after-sales issues independently, minimizing platform involvement [6][10]. - JD.com has removed terms like "refund only" from its after-sales rules, aiming to enhance consumer rights and optimize the responsibility distribution between consumers and merchants [10][11]. Group 2: Consumer Complaints and Market Trends - The "refund only" mechanism was initially designed to enhance user experience and filter merchants based on consumer feedback, but it has led to significant issues for merchants [12][14]. - Data from the China Consumers Association indicates that over 720,000 consumer complaints were processed in the first half of 2024, with after-sales service and product quality issues being the most common complaints [12][14]. - The misuse of the "refund only" policy has been highlighted, with platforms often issuing refunds without merchant consent, leading to financial losses for sellers [14][15]. - Regulatory bodies have begun addressing the negative impacts of the "refund only" policy, urging platforms to clarify the applicable rules and protect merchants' rights [15][16]. Group 3: Future Implications - The cancellation of the "refund only" policy is seen as a positive step for the e-commerce industry, fostering a more balanced relationship between merchants and platforms [16][17]. - Experts believe that this shift will encourage merchants to improve product quality and service levels, ultimately benefiting consumers [17].