电子商务市场售后交易纠纷处理对策研究

Research on Countermeasures of After-sales Transaction Disputes in the E-commerce Market

最近几年,电子商务平台凭借先进的网络技术快速发展,极大促进了在线购物的发展。但随之而来的是电商平台对于风险防范以及解决纠纷机制问题的层出不穷,各种商家与消费者或消费者与平台之间的交易纠纷不断涌现。本文通过当前电子商务网购的相关消费者体验,总结出电子商务售后存在几个问题:(1)售后服务预售前、售中服务脱轨;(2)售后管理欠缺;(3)消费者维权意识弱;(4)商家推卸责任;(5)协商期作用不强等。最后,针对购物平台所出现的相关问题,例如在交易过程中涉及退换货时,可以实现最高效率最直接地避免纠纷,因此本文基于此阶段所提出了交易纠纷处理对策,可供电子商务市场售后交易纠纷处理时进行参考。

In recent years,the rapid development of e-commerce platforms with advanced network technology has greatly promoted the development of online shopping.However,with the emergence of risk prevention and dispute resolution mechanisms in e-commerce platforms,various transaction disputes between businesses and consumers or between consumers and platforms continue to emerge.Through the experience of consumers of e-commerce online shopping at present,it concludes several problems in e-commerce after-sales:first,pre-sale and in-sale services are derailed;second,after-sales management is lacking;third,consumers have weak awareness of rights protection;fourth,businesses shirk their responsibilities;fifth,the negotiation period does not play a strong role.Finally,in view of the related problems of the shopping platforms,for example,when the return and exchange of goods are involved in the transaction process,disputes can be avoided most efficiently and directly.Therefore,based on this stage,this research puts forward the countermeasures for dealing with transaction disputes,which can be used as a reference when dealing with after-sale transaction disputes in the e-commerce market.