淘寶宣布提升「僅退款」策略 商家享更大售後自主權 (17:44) – 20240726 – 即時財經新聞

根據新策略指引,店舖綜合體驗分達4.8分或以上的商家,平台不會透過旺旺主動介入及支持收貨後的僅退款,而是鼓勵商家先與消費者協商。其他分數的商家,平台將依據體驗分與產業性質,分別給予不同程度的自主處置權;體驗分數越高,商家的自主處置權越大。

新版體驗分體系包括「店舖體驗分」、「商品體驗分(PXI)」,取代之前的賣家服務評估系統。淘寶天貓平台的所有商家升級後,都將透過提升服務體驗獲得更多生意成長機會,體驗分數越高,搜尋排序結果相對越好。

淘寶亦將提供多個售後服務方案供商家選擇,引導商家持續改善售後服務,減少「僅退款」帶來的糾紛及損失。此外,淘寶也提升僅退款申訴環節。商家發起申訴後,平台會請第三方檢測機構對商品進行抽檢,若檢測通過,平台將賠償損失給商家。

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