How to improve the “customer journey”?
The Wildberries market has changed nearly 20 provisions governing relationships with sellers and buyers. The relevant adjustments were made according to the results of the audit carried out by the Russian Prosecutor General’s Office.
How reports The ministry’s press service organized the investigation on behalf of the Prosecutor General of the Russian Federation Igor Krasnov.
The buyer is no longer obliged to check the quality of the product upon receipt at the Wildberries point, but can do so in the dressing room or at home. The return date of the product is determined according to the moment of rejection. At the same time, the buyer has the right to refuse the product, even if it is a “technically complex device”.
Sellers will be able to change the delivery time of the goods only after agreement with the buyer through their personal account. Additionally, Wildberries has reduced the processing time for product replacement requests and started testing online order cancellation functionality.
Market place reported RBCIn discussions with the Chief Public Prosecutor’s Office, it was accepted that the return of returned goods with a fee is in accordance with Article 4 of Art. 26.1 of the “Law on the Protection of Consumer Rights”.
The buyer will not bear the costs of returning goods of satisfactory quality, except in three cases: low purchase rate by buyer (i.e. if he received back several of the goods he ordered in the past. – socialbites.ca)significant transport distances and the presence of special characteristics of the goods (large, fragile products, etc.). Information regarding compensation for possible returns will appear on the website at the time of purchase.
Wildberries also told the Telegram channel: ShotHe said the changes “will not affect the company’s future operations, but will only improve the customer journey and make the rules for working with the platform clearer for consumers.”
Commission 3%
Starting from October 9, 2023, Wildberries has introduced a payment commission of 3% of the purchase price for goods from Visa and Mastercard payment systems cards. Dmitry Kolesnikov, the company’s director responsible for the development of financial and payment services, explained that the market does not have the opportunity to conduct direct transactions on them.
On October 12, Prosecutor General Igor Krasnov ordered Wildberries to check whether it is legal to establish such a commission. Rospotrebnadzor and the Bank of Russia also participated in the audit. The next day, a meeting was held at the Chief Public Prosecutor’s Office, and as a result, the marketplace canceled the additional commission.
In the summer of 2021, Wildberries introduced a similar commission of 2% of the cost, after which the innovation was applied to Maestro and Mir cards via Apple Pay. Rospotrebnadzor later considered that the marketplace did not violate consumer rights, but soon the commission was canceled anyway.
Penalties for returning goods
Order pick-up point (POP) workers in March to hit, opposes the system of fines introduced by the market. Dozens of private Wildberries distribution points have stopped working in Moscow, the Trans-Baikal Territory, the Urals, Irkutsk, Bratsk, Angarsk, Chita, Buryatia, Vladivostok and Blagoveshchensk. The action was organized by Wildberries partners in the “MEGA riot” public chat.
The reason for the protests was Wildberries’ new rules: they wanted to charge the full cost of the goods to the employees of the delivery point if the buyer returned them due to a defect or the wrong goods were found in the package. The management of the market referred to a specific algorithm; Accordingly, in 98% of such cases, collection point employees are to blame.
The authorities and the prosecutor’s office intervened, and eventually the marketplace canceled over ten thousand fines. Then the rules were adjusted.
There is already more than one 33 thousand Wildberry pickup pointsMore than a third are affiliates. Total number of Wildberries orders in the first half of 2023 exceeded 1.3 billion rubles (+119% on an annual basis). The company’s turnover increased by 94% to 1.221 trillion rubles.
Source: Gazeta
Ben Stock is a business analyst and writer for “Social Bites”. He offers insightful articles on the latest business news and developments, providing readers with a comprehensive understanding of the business world.