Kuaishou Fruit and Vegetable Safe Purchase Service Instructions, Effective March 12, 2024!

php editor Zimo recommends: Starting from March 12, 2024, Kuaishou’s assured fruit and vegetable purchase service will officially take effect! Users can purchase fresh fruits and vegetables on the Kuaishou platform to ensure quality and safety. The service covers a wide variety of products, at affordable prices, and supports express delivery, allowing you to enjoy fresh and healthy ingredients without leaving home. At the same time, the assured purchase service provided by Kuaishou will strictly abide by food safety standards to ensure product quality, allowing you to purchase with confidence. Experience Kuaishou fruits and vegetables now and buy with confidence, adding peace of mind and deliciousness to your table!

1. What is the safe purchase of fruits and vegetables?

Merchants promise that when consumers purchase goods with the "Fruits and Vegetables Buy with Confidence" service mark (only applicable to some categories), if the goods are rotten/deteriorated or missing a pound, the consumer will After applying for a refund or return with a valid voucher within 48 hours after receipt, the merchant will respond to the consumer's rights protection application within 24 hours (except for special regulations on the platform such as holidays and major sales) and provide them with a refund-only refund. After-sales guarantee services in the form of payment, returns and refunds.

2. What are the benefits to merchants of adding fruits and vegetables to buy with confidence?

2.1 Front-end display to enhance user trust and improve order conversion

After activation, the products will display the label of "Fruits and Vegetables Buy with Confidence". Better after-sales guarantee can make consumers feel more at ease when buying from you Buying things in the live broadcast room can also improve your order conversion rate.

2.2 Reduce merchant customer service costs and reduce disputes

If the user finds that the product is rotten/deteriorated or short of weight when receiving the product, the historical handling method is that the merchant negotiates with the user and returns it. Payment and other processing.

After the safe purchase of fruits and vegetables is launched, the communication path is simplified, and the manual path for after-sales processing is simplified. Users provide evidence, and the merchant can complete the after-sales problem processing without communication after the merchant approves it, which improves efficiency and saves labor. communication costs.

3. Service Details

3.1 Service Conditions

3.1.1 Consumers can initiate the "Fruits and Vegetables Purchase with Confidence" service through the following paths:

Consumer If you purchase products with the "Fruits and Vegetables Buy with Confidence" service mark, you can apply for a refund or return for a refund on the order page.

Note: The upper limit of the refund amount applied by consumers is the actual price paid for the order (including shipping costs).

3.1.2 The conditions for merchants to perform the "Fruit and Vegetable Purchase with Confidence" service include:

(1) Consumers purchase goods with the "Fruit and Vegetable Purchase with Confidence" service mark;

(2) The consumer initiates an after-sales application within 48 hours after signing for receipt;

(3) The upper limit of the refund amount applied for by the consumer is the actual price paid for the order (including shipping costs);

( 4) Consumers need to provide legal and valid relevant certificates within the validity period. The proof requirements are:

① rotten/deteriorated fruits and vegetables

*Need to provide: intact and rotten Take photos of the products put together as a whole (to facilitate the determination of the proportion of rot/deterioration) [required];

*Required: Actual photos of detailed pictures of obviously damaged, deteriorated, and rotten goods [required];

② Product information such as the actual difference between the missing jin and shaoliang;

*Required: Actual photos of the actual weighing of the unboxed product [required];

*Required: Screenshots of product purchase orders that clearly indicate the promised delivery quality;

Note: All vouchers must be uploaded with original images, and the content must be true and valid. The voucher must not be altered, added, or deleted, otherwise it will be deemed invalid.

3.1.3 Applicable Categories

This rule applies to mango category products operated in Kuaishou stores. Whether the activation is supported depends on whether the rights can be checked in the backend.

3.1.4 Refund Standard

If the goods are rotten, deteriorated, short of weight, or inconsistent in size, a partial or full refund will be made based on the proportion of the quantity to the total quantity of the goods. The specific determination is as follows:

3.2 Service restrictions

3.2.1 When a consumer applies for the "Fruits and Vegetables Purchase with Confidence" service, it shall be determined by the platform or certified by the merchant When the consumer falls into but is not limited to the following behavioral scenarios, the platform has the right to reject the request:

(1) The merchant proves that the order is not generated by the user for the purpose of daily consumption;

(2) Commodity Suspected of being exchanged;

(3) The user provides insufficient evidence;

(4) The user deliberately uses this service to make profits.

Note: If a user deliberately uses this service to make profits, Kuaishou E-commerce has the right to cancel his or her qualifications to enjoy this service, and at the same time affect the credit rating of his or her account.

3.2.2 The merchant is not responsible for the failure to perform services due to force majeure. "Force majeure" refers to unforeseeable, unavoidable or insurmountable objective circumstances and other objective circumstances that affect the performance of services, including natural disasters, wars, strikes, riots, terrorist incidents, government actions, public health events, etc.

3.2.3 The 24-hour response time during the Spring Festival and other major promotion periods may be extended in due course, and the extension time shall be consistent with the main transaction process during this period.

3.3 How to join the

invitation-only activation system. If the merchant meets the requirements, the operator will connect with it, and the system will automatically activate it by default.

4. Dispute Handling

4.1 Handling Specifications

(1) After consumers apply for platform intervention, they have the obligation to provide evidence, and all vouchers must not be altered, added, or deleted. Without any trace of editing, it will be deemed as invalid certificate.

(2) If the amount of compensation is otherwise agreed upon by both parties, it shall be handled as agreed upon by both parties.

(3) If a consumer submits an after-sales application related to the worry-free fruit and vegetable purchase service within the above specified time due to "rot/deterioration", "missing weight" and other related reasons, the merchant should The application will be reviewed within 24 hours after the applicant initiates the application to confirm whether the corresponding service is provided. If the application is not reviewed within the time limit, the merchant will be deemed to have passed the review.

(4) If the merchant should perform the "Fruits and Vegetables Purchase with Confidence" service but fails to do so, the platform has the right to deduct the corresponding refund and compensation amount from the merchant's deposit or payment and pay it to the consumer.

(5) In the event of promotional activities initiated by the platform, specific holidays or force majeure, the response time limit shall be subject to the notice or announcement of the open platform.

4.2 Compensation standards

If a merchant should perform the "Fruits and Vegetables Purchase with Confidence" service but fails to do so, and the platform intervenes and is determined to be the merchant's responsibility, the platform has the right to support and implement the consumer's rights protection application . In addition to merchants fulfilling obligations such as returns, refunds, exchanges, and reissues, Kuaishou Store officials will deduct the corresponding compensation amount from the merchant's account balance (including payment, deposit, etc.) and pay the compensation in the form of threshold-free cash coupons of the same amount. To consumers (the face value of the compensation cash coupon is 20% of the actual payment amount of the order, if there is a decimal point, it will be rounded down, and the single compensation amount shall be no less than 5 yuan and no more than 30 yuan).

4.3 Negative Performance Service Management Rules

When service abnormalities occur, such as: the merchant infringes on the rights of the buyer, and the merchant is lazy or does not cooperate with the buyer's exercise application ; or resulting in a large number of customer complaints. The buyer's exercise application will be taken over by the platform, including but not limited to automatic review and refund to the buyer, and the resulting losses will be borne by the merchant.

4.4 Rights and interests rules for passive performance services

The platform has the right to determine merchants based on factors such as merchant store operations and service quality, merchant performance, industry and classification of goods, consumer feedback, etc. Whether the stores or products in the store will continue to enjoy the right to purchase fruits and vegetables with confidence, and the rights will be closed according to the rules (including the removal of existing stores or products that are eligible for the fruit and vegetable purchase service at any time), the details will be subject to the corresponding page display in the merchant's backend and platform notifications. , orders placed by consumers before the service is deactivated still need to be served.

5. Detailed rules for exemption from assessment of product return rate

The quality refund initiation rate (referred to as the product return rate) is an indicator of consumer satisfaction with product quality and is also the most important measure of merchant product quality. One of the important indicators.

In order to protect the legitimate rights and interests of consumers, provide a better transaction experience, and balance the service costs of merchants, the rights to purchase fruits and vegetables with confidence have been upgraded. Qualified orders can participate in the product return rate exemption assessment. The details are as follows:

5.1 Assessment exemption criteria

The conditions for participation are that merchants have opened rights and have good after-sales service, and the return rate of scene products is exempt from assessment. The following standards must be met at the same time:

(1) Merchant The right to buy fruits and vegetables with confidence has been opened;

(2) The merchant will respond to the user's application as soon as possible within 24 hours in accordance with the rights and interests, and supports the user to only refund/return the refund;

(3) When the industry When the refund type of the right order is "refund only", the merchant must make the refund in accordance with the refund standards in 3.1.4;

(4) The process of processing the right order for the assured purchase of fruits and vegetables by the merchant is smooth, without shirk or blame. No rejection;

Note:

① Calculation caliber of quality return rate (referred to as product return rate)

Original caliber: Quality return rate (referred to as product return rate) = payment date The first refund within 14 days due to product quality problems/the number of paid orders

New caliber: quality return rate (referred to as product return rate) = the first refund within 14 days of payment for orders received within 14 days of payment The reason for payment is the quantity of orders due to product quality issues/the quantity of orders signed within 14 days from the date of payment. At the same time, the numerator excludes refunds for products that are rotten, spoiled, or short of a jin under certain conditions; , those who do not participate in the assessment-free criteria will be eliminated.

5.2 Scope of application

Merchant quality indicators: The return rate of eligible fruit and vegetable purchase orders is exempted from assessment. Merchants can check the indicator changes in Business Communication-Service-Quality Overview.

The indicator results simultaneously affect store experience scores, e-commerce traffic distribution, platform activities, etc. Merchants are advised to handle fruit and vegetable purchase rights orders with caution to avoid affecting normal operations.

5.3 Data Description

The product rejection rate data that meets the conditions for exemption from assessment is under development and the launch time is to be determined.

6. Supplementary Provisions

6.1 [Effectiveness Time] This instruction will be officially released on March 12, 2024.

6.2 The platform has the right to revise this description from time to time. If the merchant does not agree with the revised description, he or she can apply to stop using the platform services through the platform's guidelines.

6.3 If the relevant behaviors of the platform merchants occur before the effective date of this instruction or the date of revision, the rules at that time shall apply; if the relevant behaviors occur after the effective date or the date of revision of this instruction, the rules of this instruction shall apply. content.

The above is the detailed content of Kuaishou Fruit and Vegetable Safe Purchase Service Instructions, Effective March 12, 2024!. For more information, please follow other related articles on the PHP Chinese website!