Core Viewpoint - The recent discussion around the cancellation of the "refund only" policy on e-commerce platforms has sparked widespread attention and debate, highlighting the challenges and implications for platforms, merchants, and consumers [1][13]. Group 1: Background and Implementation - The "refund only" mechanism was introduced by major platforms like Taobao, Pinduoduo, JD.com, Douyin, and Kuaishou starting in 2021 to address issues like product damage and misrepresentation [1][13]. - Initially aimed at enhancing consumer experience and protecting rights, the policy has faced criticism for its "one-size-fits-all" approach, leading to various operational challenges [1][13]. Group 2: Merchant Experiences and Challenges - Merchants report high volumes of "refund only" requests, with one company processing over 700 such requests amounting to 34,000 yuan in just two months [2][3]. - Small-value orders, often below 10 yuan, are particularly affected, with merchants frequently opting to issue refunds to save on communication costs, leading to significant annual losses [5][9]. - High-value orders are also impacted, with instances of refunds being issued for large transactions, such as a 19,000 yuan order, without the product being returned [7][10]. Group 3: Consumer Rights and Regulatory Response - The "refund only" policy, while intended to lower the cost of consumer rights protection, has been criticized for being exploited by some consumers, leading to losses for merchants [12][15]. - Regulatory bodies, including the Jiangsu Consumer Rights Protection Committee, have raised concerns about the lax review processes on platforms, which can result in merchants suffering losses before disputes are resolved [12][15]. - The market regulator has engaged with major e-commerce platforms to address issues related to merchant survival and competition, urging them to improve transparency and protect merchant rights [15][17]. Group 4: Policy Adjustments and Future Outlook - In response to the controversies, major platforms have begun to adjust their after-sales policies, emphasizing support for direct negotiations between consumers and merchants [17][20]. - The shift from mandatory "refund only" processing by platform staff to merchant-led handling has reportedly reduced such requests by approximately 50% [20][22]. - The cancellation of the "refund only" rule is seen as a move towards healthier competition in the e-commerce market, aiming to balance consumer rights with merchant interests [22].