In order to strengthen the social supervision of the price, after-sales service and quality of online shopping products in double 11, China Consumers Association organized the price, quality and service survey experience of online shopping products in double 11 from October 2017 to January 2018. This survey and experience activity conducted a survey and experience on 16 online shopping platforms, involving 9 categories, including clothing, shoes and hats, mobile phone digital, food specialties, cosmetics and toiletries, home textiles, maternal and child products, luggage accessories, household appliances and other daily necessities. The investigation experience mainly involves price tracking records, seven-day unreasonable return operation, identification of "Haitao" goods, quality testing of non-"Haitao" goods and inspection of express delivery orders. The relevant survey experience results are as follows:
First, the price tracking record
In terms of price, from October 21st to November 21st, the experiencers selected 668 samples from 16 online shopping platforms with relatively large discounts and relatively large sales volume, and recorded the price changes of each product in detail through screen capture and other evidence collection methods. From the results of price tracking records, the commodity price behavior of 129 pre-sale samples is generally good, and only 4 pre-sale samples have higher prices than those after the pre-sale, or are suspected of price violations; Of the 539 non-pre-sale samples claiming to participate in the "double 11" promotion activities, 78.1% were able to buy promotional products at the price of "double 11" or lower on November 11th (regardless of the linkage activities). It is more prominent to increase the price first and then reduce the price, fabricate the "original price" and randomly mark the price (for detailed results, please refer to "China Consumers Association Information Network").
Second, the quality of goods
1. "Haitao" goods are suspected of counterfeiting more. In the identification of "Haitao" products, this survey experience actually purchased 93 samples of "Haitao" products, involving 37 brands. The experiencer contacts the brand trademark owner or the authorized person, and issues the commodity appraisal conclusion through consultation. Up to now, only the owners or authorized persons of 19 brands and trademarks have issued appraisal conclusions on 53 samples, of which 38 samples are genuine and 16 samples are suspected of counterfeiting.
Of the 53 samples, 5 are electrical samples, involving two brands such as Philips and Braun. According to the appraisal conclusion of the trademark owner or licensor, they are all authentic; Maternal and child products involve 10 samples from four brands including Kao, Garbo, Pampers and Wyeth, all of which are authentic.
Cosmetics involved 19 samples from 7 brands, including Shiseido, CPB, Lancome, Kiehl’s, Maybelline, Estee Lauder and Clinique. According to the appraisal conclusion of trademark owners or authorizers, 11 samples were genuine and 8 samples were suspected of counterfeiting. The products suspected of counterfeit goods are Shiseido Facial Cleanser sold by JD.COM platform "Meiya International Overseas Franchise Store", Estee Lauder Special Repair Muscle Penetration Essence sold by Jumei Premium Platform "Speed Duty Free Shop", and Shiseido Facial Cleanser sold by Honeybud Network Platform and Estee Lauder Multi-effect Wisdom Essence Cream sold by Honey Bud Select Merchants. Shiseido facial cleanser sold by jdf Beauty Shop on Pinduoduo platform, Estee Lauder ANR eye cream sold by Yadun Beauty Shop on this platform, Shiseido Anesuntan sunscreen sold by Kaleya Skin Care Family Store on Taobao platform, and Estee Lauder ANR eye cream sold by Netease koala online shopping platform "self-operated direct mail warehouse"; Footwear involves 10 samples from 4 brands, including Adidas, satchi, Aibu and Skye. According to the appraisal conclusion of trademark owners or authorized persons, 7 samples are genuine and 3 samples are suspected of counterfeiting. The goods suspected of counterfeit goods are Adidas clover Smith shoes sold by the Adidas /Adidas brand resident on Beibei. com, Adidas shell shoes sold by Gome online platform "Haikun Sports Franchise Store" and Adidas coconut shoes sold by Pinduoduo platform "Miss Cai’s Shoes" store; The luggage category involves 9 samples from 2 brands including coach and Michael Kors.According to the appraisal conclusion of the trademark owner or authorized person, 4 are genuine products and 5 are suspected counterfeit products. The goods suspected of counterfeiting are coach shopping bags sold by Dangdang platform "Luxury Taobao Global Shopping Franchise Store", coach Boston handbag sold by Gome online platform "Auchan Luxury Luggage Franchise Store", MichaelKors tortoise shell bag sold by JD.COM platform "Baiwang Overseas Franchise Store", coach shell bag sold by Pinduoduo platform "ishop Luxury No.1" and Taobao platform "Miss Yue Yue USA Purchasing".
In addition, the experiencers also contacted 18 other brands through various means, such as commodity information, website information and enterprise registration contact information, among which: Karen Murrell, AcQ, Kirkland and L ‘Occitane have never been contacted; Avène Avè ne, Free People, ARMANI Armani, Beineng, Deyun DEVONDALE, Huggies/ Curious and other six brands did not reply after the letter was delivered; Two brands, such as Burberry and GEOX Nutrilite, can only identify the goods authorized by the official direct channel, and other channels cannot determine the authenticity of the goods; The agent of line friends Brown Bear brand replied that there was no obligation to assist in authenticity identification; The samples of five brands, such as Aitamei, Mead Johnson, Hershey, Nike and Abbott, failed to complete the identification work due to the large demand, long period or other reasons for the same batch of samples.
2. The quality problem of non-Haitao merchandise clothing is relatively prominent. The experiencers sent 101 non-Haitao samples to institutions with relevant inspection qualifications for testing, tested their quality, and checked the sample identification and description. Quality test, identification and explanation of inspection results (this test result is only responsible for the samples submitted for inspection) show that 19 samples out of 101 have quality problems.
(1) The detected values of fiber content of clothing samples of individual platform merchants are inconsistent with the express. Fiber content is an important symbol reflecting the quality of fabric, the key for consumers to buy clothing products, and also an important factor to determine the value of clothing. The detection of fiber content in clothing is inconsistent with the express statement, and the manufacturer does not label it according to the actual composition of the fabric, which will mislead consumers and damage their rights and interests. The Label of Textile Fiber Content (GB/T29862-2013) stipulates that when a certain fiber content on the fiber content label is less than or equal to 10%, the fiber content tolerance is 3%; When the fiber content is less than or equal to 3%, the actual content shall not be 0. When the fiber content of a filler on the label is ≤ 20%, the fiber content tolerance is 5%; When the fiber content of a filler is ≤ 5%, the actual content shall not be 0. The test results show that the nominal "Tiffany Runchi" brand wool coat sold by JD.COM platform "Tiffany Runchi Women’s Flagship Store" has 53.9% wool, 30.6% polyester fiber, 6.5% cotton, 3.4% viscose fiber, 2.9% nylon, 2.7% acrylic fiber, and 94.2% polyester fiber as the test lining. The fabric and lining of the nominally "Xiyan" brand children’s down jacket sold by the "Fruit Girl Children’s Wear" store on Taobao platform are 100% polyester fiber, but the fabric and lining marked by the commodity tag are 100% polyester.The washing label indicates that the fabric and lining are 100% nylon; The detection value of the nominal "Youmai" brand sweater fabric sold by Tmall platform "Youmai Clothing Flagship Store" is 68.7% viscose fiber and 31.3% polyester fiber, while the fabric marked by the commodity tag is 52% polyester, 28% cotton and 20% spandex.
(2) The color fastness of some platform merchants’ clothing sample fabrics does not meet the standard requirements. Dyeing fastness is mainly to assess the fastness of dye adhesion to fiber. The range values of dyeing fastness of first-class products, superior products and qualified products are clearly defined in the corresponding standards of products. Unqualified color fastness In the process of wearing or washing, the pigment falls off and is transferred to the skin, which will harm the human skin or contaminate other clothes, directly affecting the health and beauty of consumers. The test results show that the color fastness (staining) of the nominal "Hengyuanxiang" brand sweater sold by Dangdang platform "Brioso Brioso franchise store" is 2-3, while the standard of national general safety technical code for textile products (GB18401-2010) (hereinafter referred to as the standard) requires it to be ≥3; The color fastness to soaping (staining) of the nominal "Tiffany Runchi" brand woolen coat sold by JD.COM platform "Tiffany Runchi Women’s Flagship Store" is 2-3, and the standard requires it to be ≥3; The color fastness to water of the nominal "Sponge Bubble" brand windbreaker jacket fabric sold by Pinchuang Trade Store on Jumeiyou platform is 2-3, while the standard requires it to be ≥3-4, the color fastness to acid and perspiration (staining) is 2-3, while the standard requires it to be ≥3-4, and the color fastness to rubbing (wet rubbing) is 2-3. The nominal "Ou Li Mommy" sold by Jumeiyou platform "Ou Li Mommy Clothing" store.The color fastness to rubbing (wet rubbing) of brand trousers is tested as grade 1, while the standard requires it to be ≥2.
(3) The formaldehyde content of infant clothing samples from individual platform merchants exceeds the requirements of relevant standards. Formaldehyde is an irritating gas, which can enter the human body through diet, breathing or skin contact. Formaldehyde is a safety index of clothing, which will cause harm to human body if it exceeds the requirements of national standards. According to relevant reports, formaldehyde will irritate eyes, skin and mucous membranes, and the use of additives containing formaldehyde in the production of textiles will lead to excessive formaldehyde content, which will cause serious harm to health. According to the standard requirements of national general safety technical code for textile products (GB18401-2010), the formaldehyde release content of finished products is limited to infant clothing (two years old and below) ≤20 mg/kg, clothing that directly contacts the skin ≤75mg/kg, and clothing that does not directly contact the skin ≤300 mg/kg. The test results show that the formaldehyde content of the coat fabric and lining of the nominal "Sponge Bubble" brand windbreaker sold in the "Pinchuang Trade" store of Jumeiyou platform is 28mg/kg and 43mg/kg respectively, while the standard requires infant clothing (two years old and below) ≤ 20 mg/kg; The formaldehyde content of the nominal "Yu Zhaolin" brand leggings sold by Pinduoduo platform "Shuduo Clothing Franchise Store" was 109mg/kg, while the formaldehyde content of the clothes that directly contacted the skin was ≤75mg/kg according to the standard.
(4) The pilling and pilling indexes of some platform merchants’ clothing samples failed to meet the standard requirements. Pilling is not only one of the important factors that affect the feel, appearance and wearability of clothing, but also affects the service life of products. According to the requirements of related standards such as "Determination of pilling performance of textile fabrics" (GB/T4802.1-2008, GB/T4802.2-2008), the test results show that the test results of the nominal "Hengyuanxiang" brand sweater pilling item sold by Dangdang platform "Brioso Brioso franchise store" are 1-2, while the related standards require it to be ≥ The measured wear resistance of the nominal "Handu Yishe" brand jeans sold by Dangdang platform "Handu Yishe Flagship Store" is 14,000 times, while the relevant standards require ≥ 25,000 times; The test result of the nominal "Ou Li Mommy" brand trousers pilling project sold by Jumeiyou platform "Ou Li Mommy Clothing" store is Grade 2, while the relevant standards require it to be Grade 3 or higher; The test result of the pilling project of the nominal "Lalajia" brand sweater sold by Pinduoduo platform "Lalajia Women’s Flagship Store" is Grade 2, while the relevant standards require it to be ≥2-3; The test result of the pilling project of the nominal "Youmai" brand sweater sold by the Tmall platform "Youmai Clothing Flagship Store" is Grade 2, while the relevant standards require it to be Grade 3 or higher; The test result of the pilling project of the nominal "Youmai" brand sweater sold by the "Youmai Designer Women’s Wear" store on Taobao platform is Grade 1, while the relevant standards require it to be ≥2-3; Netease koala sea purchase platform "Dapu home furnishing franchise store"The test result of the pilling project of the nominal "Dapu" brand bedding sold is Grade 2, while the relevant standards require it to be Grade 3 or higher; The test result of the pilling project of the nominal "Trendiano" brand woolen coat operated by Amazon platform is Grade 1, while the relevant standards require it to be Grade ≥3-4. In addition, the peeling strength project of the adhesive lining does not meet the standard requirements.
(5) The down jacket samples of individual platform merchants have cracking indicators or the types of down jackets do not meet relevant standards. Slip, seam performance and so on are the sewing strength of clothing, which is used to check the degree of yarn slippage after the external force is applied to the seam of clothing during wearing or using, and is the main index to check the durability of woven clothing products. Clothing cracks will not only affect the beauty of clothing, but also seriously affect the service life of clothing. The test results show that the lining crack of the nominal "Xiyan" brand down jacket sold by the "Fruit Girl Children’s Wear" store on Taobao platform is 20px, while the standard of Down Clothing (GB/T14272-2011) requires it to be ≤10px.
In addition, the survey experience also found that the measured down types of individual down jackets did not match the claims. For example, the down feather category of the nominal "Playboy" brand down jacket sold by Gome’s "Famous Brand Clothing Franchise Store" is land bird feather, while its product claims to be 90% white duck down; The down feather category of the nominal "Xiyan" brand down jacket sold by the "Fruit Girl Children’s Wear" store on Taobao platform is land bird feather, while its products claim to be 80% white duck down.
(6) The shock and impact resistance of individual platform merchants’ luggage samples did not meet the standard requirements. Unqualified shock and impact will easily lead to the separation of luggage tie rods, straps, handles, side handles and other components from the bag body, and will also cause the fabric of the bag body to break and open. Impact resistance is an important performance to test the quality of luggage case. During the use of luggage case, it is inevitable to encounter the problem of falling. Unqualified impact resistance seriously affects the service life of luggage case. The test results show that the connector of the nominal "Woodpecker" brand handbag in the "Woodpecker Leather" store of Jumeiyou product platform is broken during the shock performance test; Luggage case, the nominal brand of "OSDY" sold by Dangdang platform "official flagship store of OSDY luggage", cracked during the drop test of the impact resistance project.
(7) There are problems with the acid value index or sodium content of food samples from individual platform merchants. Acid value is an index to measure the rancidity degree of oil. The higher the acid value, the worse the quality of oil. The smaller the acid value, the better and fresher the oil quality. The rancidity and deterioration of oil will reduce the nutritional value of food. The test results show that the acid value of the nominal "Western Region Meinong" brand roasted cashew nuts self-operated by our website is 3.7mg/g, which is not in line with the standards of Nuts and Seed Foods (GB 19300-2014) and Food Additives Usage Standards (GB2760-2014). In addition, the nominal "Gongtianxia" brand rose flower cake operated by Vipshop platform has a sodium detection value of 880mg/kg and a label value of 190 mg/kg; The sodium detection value of the nominal "Western Region Meinong" brand roasted cashew nuts operated by our online platform is 1170mg/kg, while the commodity label value is 750mg/kg, which fails to meet the requirement that the sodium is less than 120% of the label value in the National Food Safety Standard General Rules for Nutrition Labeling in prepackaged foods (GB 28050-2011).
(8) The residual amount of plasticizer in liquor samples of individual platform merchants exceeded the standard. Di-n-butyl phthalate (DBP) (plasticizer) exceeding the standard will seriously affect human health, and it will bring potential harm to human body after being absorbed by human body. The test results showed that the detection value of dibutyl phthalate (DBP) in the liquor sold by Pinduoduo platform "Fuyulong Liquor Franchise Store" was 0.699 mg/kg, which did not meet the requirements of the former Ministry of Health for the maximum residue of phthalate esters in food and food additives (0.3mg/kg).
Third, the after-sales service situation
1. No reason to return the goods within seven days is better. As an ordinary consumer, the experiencer returned 101 samples of goods that were not marked with "No reason to return for seven days". The survey results show that among 101 samples, 96 samples have completed the return operation, which shows that merchants on all platforms have done a relatively good job in complying with the seven-day unreasonable return rule; Only five samples failed to be returned, namely, the nominal backpack of a certain brand sold by Gome’s online platform Swiss Army Knife Gear Flagship Store, the noodle machine of a certain brand sold by the store of Jiuyang Xiaoxiang Tribe Electric City on Taobao platform, and the sports shoes of a certain brand sold by Tmall platform sneakerhead Overseas Flagship Store, etc., which were not marked as not supporting the return for seven days without reason, but refused to apply for return in the after-sales link. In addition, a brand of rice flour and a brand of milk powder self-operated by Beibei. com marked "seven-day worry-free return" on the product information page, but the experience personnel found that these two models did not support seven-day unreasonable return.
In addition, the experiencers checked whether the "Haitao" samples sold through the cross-border e-commerce platform support seven-day unreasonable return. The statistical results show that among the 100 "Haitao" samples in this survey experience, 62 samples clearly indicate on the display page or the purchase page that seven-day unreasonable return is not supported. Moreover, even if there is no reason to return goods for seven days, consumers often choose to return goods because of the high freight and taxes.
2. The protection of personal information by express delivery is generally weak. The experiencers made statistics on the privacy protection of 206 delivery orders of goods from 16 online shopping platforms. The express list of this experience involves Baishi Express, Jingdong Express, Pinjun Express, Shentong Express, Suning Logistics, SF Express, Postal Express, Yuantong Express, Yunda Express, ZTO Express and other major domestic express companies. The statistical results show that the above privacy protection measures are not found in the express sheets of SF Express for two packages, SF Express for two packages and Suning Logistics for three packages.
IV. Conclusions and recommendations
Through this survey and experience activity, it is reflected that some platform merchants can abide by relevant regulations in terms of price behavior, quality management and after-sales service, and all parties have performed relatively well. For example, Gome online platform self-operated "Midea" brand rice cookers, JD.COM platform "SWANSHINY Cosmetics Official Flagship Store" sold "Double Decade" brand pomelo extract cleanser, Jumeiyoupin platform self-operated "Appropriate Herbal Medicine" Rhodiola whitening skin care suit, Suning.cn platform self-operated "Patriot" brand mobile power supply, etc., the survey experience is relatively good. It is hoped that the relevant platform merchants will strictly meet the quality and service standards and further meet the higher requirements of consumers for improving the quality of consumption.
Judging from the results of this survey experience, in most cases, "double 11" is not the most favorable for non-pre-sale goods; It is difficult to realize "unreasonable return" of "Haitao" goods, and there are many cases of suspected counterfeiting; Among non-Haitao goods, the quality problem of clothing products is relatively prominent. At the same time, the survey experience also found that the privacy protection measures of most express delivery companies are still not enough, and consumers’ personal privacy is easily leaked during the delivery of goods. The survey results show that during the online shopping in double 11, some platforms and businesses have many weak links in the protection of consumers’ rights and interests, and some even seriously damage the legitimate rights and interests of consumers, which is not conducive to the construction of a safe and secure online consumption environment. Online shopping is an important channel for operators to close the distance with consumers, and it is also an important pusher to promote the improvement of consumption quality. In order to create a good online shopping environment and effectively protect the legitimate rights and interests of consumers, the China Consumers Association suggests that:
1. Platform merchants should be guided by quality consumption, consciously regulate price behavior, and ensure the quality of platform products. According to the survey experience, many platform merchants are still used to fighting price wars or perplexing and misleading consumers through complicated price expressions, but they don’t pay enough attention to the quality control of online shopping products, which leads to the counterfeit problem of some "Haitao" products during the centralized promotion of e-commerce, and the quality problems of clothing and luggage products of individual e-commerce platforms are frequent. I hope that all e-commerce platform merchants: First, strictly abide by the national laws and regulations on prices, advocate clear prices, make clear discounts and deductions, and put an end to price misleading and price fraud; The second is to improve the qualification review mechanism of platform merchants, strengthen the whole process quality control of platform commodities, guide and adapt to consumers’ demand for quality consumption, and attach importance to consumers’ feedback on quality and service; Third, take effective technical protection measures to strengthen the protection of consumers’ personal information in terms of data collection and use, order display, communication and express delivery.
2. The relevant government departments should strengthen the supervision and management of online shopping, adhere to collaborative governance, and severely punish e-commerce illegal and untrustworthy behaviors. In the past three years, China Consumers Association and some local consumer associations have continued to carry out online shopping product quality and service supervision activities, reflecting many problems in terms of price, quality and service of relevant platforms and businesses. Some businesses use the platform to single out speculative letters, sell fakes and cheat consumption, which has seriously damaged the online shopping environment. It is suggested that the relevant government departments: first, further improve the legal provisions of online shopping supervision, adopt a combination of random sampling and key supervision, increase the supervision and management of online shopping market, and urge platform merchants to be honest and trustworthy and operate according to law; The second is to establish and improve the co-management and co-governance mechanism of online shopping, provide support for the construction of social credit system with big data analysis methods, increase the comprehensive punishment for serious illegal and untrustworthy behaviors, and create a safe and secure online consumption environment.
3. Call on consumers to establish the concept of quality consumption, adhere to smart and rational consumption, and develop a good awareness of consumer rights protection. According to the experience of this survey, the price representation of some e-commerce products is complicated and difficult to understand. Even experienced people can’t calculate the actual sales price of some products, which leads many consumers to fall into the trap of business price, and the quality and service are uneven. Consumers are not discerning and it is difficult to get benefits. Appeal to consumers: First, participating in online shopping should be guided by meeting their own consumption needs, adhere to quality first, carefully compare and identify, pay attention to the sampling results of relevant government departments, the survey results published by consumer associations and related organizations, and especially be alert to the price trap of e-commerce, and don’t covet unreasonable low prices; Second, learn and master the necessary common sense of consumption and legal knowledge, and pay attention to keeping the shopping screenshots and valid vouchers in the online shopping process. Once online sales of fake goods, false propaganda, price fraud and services are found to damage consumers’ rights and interests, they should promptly complain to the platform, relevant government departments or local consumers’ associations.
