The incident at Qiqi Bookstore caused Zhou Buqi to think deeply.

He wrote down this case specifically and sent it to everyone in the company.

This is of course a trivial matter.

A few college students were surprised to discover a loophole in the e-commerce platform, and then they cheated and made tens of thousands of dollars. It was enough to criticize and educate them and ask them to pay back the stolen money and teach them a lesson.

After working hard for so many years to get into college, you can't just be expelled just because of a small mistake, right?

Zhou Buqi doesn't want to be such a villain.

In the early days of the development of e-commerce, there were too many messy things, which really didn't matter. What's more, people were buying and selling books. As the ancients said, stealing books is not stealing.

However, the social phenomenon behind this incident is too serious.

They are college students!

It is the future hope of this country.

Even college students are doing this kind of thing, so how can we establish the spirit of contract in this society? How can we build a highly civilized country?

Zhou Buqi called Shi Jinglin to his office and told him about the matter.

Shi Jinglin was relatively calm, "It's not surprising."

"Have you encountered it?"

"Too many."

"Um?"

Shi Jinglin snorted coldly, "Do you think we don't have group purchases?"

Zhou Buqi really didn't pay much attention and asked: "What's going on? Tell me in detail."

Shi Jinglin snorted, "When I took over the group buying business, it was basically a mess. The after-sales system was a mess. I built it all by myself."

"I didn't ask you to show off your merits, let's talk about the key points!"

"The after-sales service we provide for electronic products such as mobile phones and computers is that if there are quality problems within one month, you can return them. After we receive the goods and verify that they are correct, we will refund the money and give you a certain shipping fee.

compensate."

Zhou Buqi nodded.

This after-sales service is really bad.

Products can only be returned when there is a problem. Of course, the things sold in group buying are too affordable. You can't buy them at the same price in shopping malls and other platforms. Even if college students don't like the product too much after receiving the goods,

The demand for returns will not be too strong, after all, it is an advantage.

Shi Jinglin said: "Let's talk about the mobile phone group buying in March. A total of 164,000 mobile phones were sold, and a total of 1,148 returned mobile phones were received. The return rate was 7 out of 1,000."

"Is it very high?"

"Many mobile phones may have problems during the process of leaving the factory, transportation, storage, etc. According to the reports obtained by the manufacturers, the failure rate is generally one in a thousand. Our express delivery is a B2B type of collective transportation, and there is no problem during transportation.

of damage.”

Zhou Buqi understood.

According to statistics, the failure rate of mobile phones is generally only one thousandth, but the return rate of group-purchased mobile phones is seven thousandths. However, Shi Jinglin also said that there are regulations for group-buying after-sales, and only when the product has quality problems, can

return the goods.

There is a difference of six thousandths!

In other words, nearly 1,000 mobile phones had no quality problems, but were returned due to quality problems.

Even if each mobile phone costs 1,000 yuan, the amount involved is as high as 1 million yuan!

Seeing his frown, Shi Jinglin shook her head and said: "It's very complicated here. Some mobile phones have no problems, but the user's operation errors or misjudgments are also regarded as quality problems and are returned. Or some people just don't like it.

It’s not a serious matter to return the product with the excuse of a problem.”

Zhou Buqi narrowed his eyes and said, "I'm afraid that some people will pass it off as inferior and give it to us."

"right!"

"Have you found out? How many are there?"

"Let's take 500."

"That's almost 500,000 yuan!"

"More than that?" Shi Jinglin shook her head, "In fact, I don't bother to swap out a functional phone that costs a few hundred yuan, and I have to take risks. The main ones are Nokia's 2,499 yuan high-end models and 4,599 yuan smart phones.

There were 367 models with problems, and the total amount was 1.1 million yuan."

Zhou Buqi took a deep breath and looked at her with some displeasure. Why didn't you report something involving such a large amount of money? You, the group buying director, are too arbitrary, aren't you?

Shi Jinglin said angrily: "What's that look in your eyes? I told He Yang and he agreed with my way of handling it! You are the big boss, the chairman, the CEO. Are you not tired of taking care of such trivial matters?

"

Zhou Buqi asked: "How to deal with it?"

Shi Jinglin said: "With or without quality problems, everything will be returned to the factory, and the manufacturer will bear it. At most, the school network will lose a little shipping cost. If the package is switched...it has nothing to do with the manufacturer, we have to bear it ourselves."

Zhou Buqi sneered: "So, from our 22.5 million profit from the last mobile phone group purchase, we have to deduct more than 1 million yuan in return subsidy?"

Shi Jinglin was also helpless, "There is nothing we can do about it."

"What if we are held accountable?"

"It's hard."

"Tell me more specifically."

"There is no way to collect evidence. First of all, the goods may have been switched by our employees when we shipped them; secondly, the goods may have been switched by the courier company during the delivery process; thirdly, the goods may have been switched by the user; fourth, the goods may have been switched

It may have been dropped by the courier during the return process; fifth, the goods may have been dropped by our employees during the harvest of the school network."

Zhou Buqi thought for a while, "He Yang said the same?"

Shi Jinglin said: "Not only He Yang, I also made a special call to communicate with JD.com. Liu Qiangdong suggested that we downplay the deal and not make it public. This is considered a loophole. There are problems from society, to the platform, to the regulatory agencies.

As an enterprise, we can only bear it silently. Moreover, most users are not aware of this loophole. If it is publicized, more people will know that online shopping can also be exchanged and returned, and maybe more people will participate.

If not, the losses will be even greater.”

Zhou Buqi gritted his teeth, unwilling to give in.

Shi Jinglin sighed, "This is a problem of the general environment. All walks of life are in their infancy, and there is no credit system at all. Even if you want to make a difference, can you still change the entire society? Even if you are XXX, you can't.

arrive."

Zhou Buqi asked again: "If we find that the package has been swapped after receiving the goods, can't we not refund the money?"

Shi Jinglin said: "I thought so at first, but it turned out that it didn't work at all. First of all, people said that the mobile phone had quality problems and could not be turned on. We couldn't use simple means to check whether the package had been swapped. We could only open the back cover.

This requires relatively professional people. Even if this step can be done, what should we do if others don’t admit it? They say we have

What should I do if the mobile phone I own is not the one he returned? After all, there is a third-party express delivery involved in this process. Once there is a commotion and people post on major forums, it will affect the company's image. Jingdong needs to do its own thing

Business logistics should solve third-party problems. However, this matter is too complicated and cannot be solved by just one logistics company."

Zhou Buqi let out a long sigh of relief, "So, I have to suffer the consequences of being dumb?"

Shi Jinglin said with a smile: "What else can I do if I don't eat? Dangdang suffered a loss selling books, and you act like it's nothing, but you still want to be lenient. This time you have suffered a loss, so you can't stand it?"

Zhou Buqi glared at him, "How can you talk? No big or small!"

"You..." Shi Jinglin's face turned red, not wanting to have an attack in the office, so she glanced at him fiercely and whispered: "Just wait for me!"

"Okay, I'll think about this again."

Zhou Buqi waved his hand and wanted to see off the guests. Suddenly something occurred to him and he asked again: "By the way, how is the after-sales service of the cosmetics? Is it also a return and refund?"

"No, just refund."

"ah?"

"Girls are not like you stinky men. You can make money with such evil intentions. If the product is damaged during transportation, you can take photos and apply for a partial refund. Cosmetics are not like electronic products. If a part is lost, the rest is still good.

If you continue to use it, you can get a refund of 20%-50% of the fee. Unless it is really serious and cannot be used at all, a full refund will be given."

"Taking pictures? Where are there so many camera phones?"

"You can't afford a camera phone when you buy such a high-end product? It doesn't matter, you can do it without photos. I told the customer service that as long as the other party has a good attitude, they can get a moderate refund without photos."

"There must be some female college students who would take advantage of this."

"I do!"

Shi Jinglin snorted, "I have already designed the program. If I want a full refund, or a refund without a photo, I need her roommate to prove it. We have a school network that can verify the identity of her roommate. We can't just have one

Are you going to lie in the dormitory together? I don’t believe it, girls are very timid, and the probability of committing perjury is very small."

It sounds simple, but this whole set of operating procedures is very complicated to operate.

Zhou Buqi has a headache.

It is really difficult to do e-commerce. Without extremely advanced operational skills, it is impossible to do well.
To be continued...