Taobao has issued new regulations! The response time has been reduced to 48 hours, and the merchant’s after-sales capabilities should be optimized!

"Ensure the development space of small and medium-sized sellers and the shopping experience of consumers"

This is the determination expressed by Dai Shan, who is in charge of Alibaba Group's China digital business sector, six days after taking office.

Now half of the progress bar in 2022 has passed

Taobao has launched three functions and rules again

In order to optimize the platform's stock environment...

1. The dispute handling standards for applying for refunds are released!

On the 13th, Taobao issued a notice on the public disclosure of dispute rules on the "Taobao Platform Dispute Handling Rules" that new buyers did not receive refunds for goods.

The main changes to this rule: In the case where the goods are not received, the dispute handling standards for buyers to apply for refunds are added.

For this rule, merchants need to intercept shipments for any reasonable demand and refund the goods to the consumer.

Consumers can better protect their rights and interests based on this rule.

However, whether this rule will further increase the merchant’s logistics costs, time costs and return rates still needs to be implemented and continued to be observed.

It is reported that the rule will be gradually launched on August 9, 2022.

2. Response time shortened to 48 hours

In order to enable consumers to enjoy a more expected refund experience on the platform, and to take into account the merchant's actual after-sales capabilities, Taobao will change the relevant terms of the "Taobao Timeout Instructions".

This regulation is adjusted based on the above-mentioned "Taobao Platform Dispute Handling Rules" and is also gradually launched on August 9, 2022.

The specific changes are as follows:

1. The seller has shipped the goods, the buyer initiated an application for refund if he did not receive the goods, and the seller's response time has been changed from 72 hours to 48 hours;

2. The seller has shipped the goods, and the buyer initiated an application for refund only if the goods have not been received. New procedures for refund after the seller intercepted and negotiated the return refund process.

Reply to every item and respond to everything is the basic principle for improving the consumer experience.

The rules of the platform's update this time undoubtedly fill the gaps that were originally controversial. For merchants, shortening response time is a consideration of the comprehensive quality of the after-sales team.

From another perspective, Taobao is giving benefits to consumers, but it is also sounding the alarm for merchants.

After all, in the e-commerce environment where competitive pressure is extremely huge, comprehensive capabilities are the foundation for building a foothold in the market.

3. Internal testing order number protection

The once saying "users are willing to trade privacy for convenience" has aroused public anger.

Nowadays, protecting user privacy has become the focus of publicity for major Internet manufacturers.

Recently, it was reported that Taobao APP has been testing the order number protection function internally.

It is reported that the function of the order number protection function is to hide the recipient's mobile phone number, and will use a dedicated line number to replace the user's original mobile phone number in the order to contact the merchant and express delivery. 15 days after the transaction is successful, this dedicated line number will automatically expire.

In fact, Pinduoduo has taken the lead in using this function in e-commerce platforms, but the user response is not satisfactory.

Because of the user information after desensitization, merchants and couriers have no way to know the user's real information. While staying away from the harassment of spam messages, some users can no longer receive the pickup code.

Therefore, with the lessons learned from the past, how to solve this type of problem may become the key point in the popularization of new Taobao functions.

4. Taobao: The stock is greater than the traffic

Since the beginning of this year, Taobao has successively introduced many rules to crack down on order brushing, counterfeit and shoddy, improper profit making, and rectify live broadcast MCN institutions to consolidate the platform's commercial "moat".

Because when facing 2022, almost everyone is full of uncertainty about the future.

At the beginning of this year, Dai Shan, who had been in office for 6 days, broke up the Taobao Tmall business group and formed three major centers, namely the industrial operation and development center, the platform strategy center, and the user operation and development center.

At that time, some industry insiders believed that the integration of Taobao and Tmall was to prepare for the service upgrade of the sinking market. In the future, both large brands and small and medium-sized merchants would operate under a unified platform mechanism, and they could achieve economies of scale by sharing costs, sharing R&D results, etc., while improving consumer experience.

At the same time, in recent years, Taobao has been continuously building a complete e-commerce environment for consumers and merchants.

From last year's business consultant's free, canceling Juhuasuan deposit, opening a store with one click on mobile phone, to this year's store dynamic card Live Card, one-click distribution "selected source" for one click, and other subdivided services such as instant refunds for unshipped orders.

Store dynamic card Live Card

It can be seen that whether from a macro or micro perspective, Taobao platform will eventually emerge from the growth target of GMV to help merchants and consumers optimize their business and shopping experience and achieve sustainable long-term business.

After all, only when merchants and consumers benefit can the platform occupy more share in the market.

虽然仅从数据来看，似乎成效并不显著，但与平台打交道的商家已有明显感觉。

"In previous years, the platform convened merchants to hold meetings, and talked more about budget, products, strategies and other issues. May and June this year should be the busiest time on Taobao and Tmall. They invited our scientists to go over for training and exchanges."

A CEO of a Shenzhen technology company believes that he has clearly felt that the platform is changing.

...

It can be seen that whether it is a platform or a merchant, in the face of market competition pressure, it is like facing a flood of beasts. If you are not careful, you may be doomed.

Strange and surprising

Take every step

Respond to changes with changes

Perhaps this is the unchanging strategy to stand firm in the market!