I. Who will bear the cost of the return delivery
The question of the absorption of the cost of the return delivery shall be determined by case:
1. Commodity quality issues: if there is a quality problem with the commodity, the operator shall bear the freight charge for the return of the commodity in accordance with the convention. For example, when the electrical appliances purchased are not properly used and the consumer requests a return, the return delivery fee is borne by the vendor。
Unjustified return of goods: in the case of commodities that are subject to unjustified return, the cost of freight is subject to agreement between the parties. If the merchant has an express commitment to bear the freight, it is implemented as agreed; if not, it is generally borne by the consumer. For example, in internet shopping, a commercial label “free return” is posted on the commodity page, and the return delivery fee is paid by the commercial; if not, the consumer is usually responsible。
Freight risk: where a consumer or a merchant has purchased freight risk, the insurance company will bear part or all of the freight cost if the compensation conditions are met. The amount of compensation will be as agreed in the insurance contract。
In dealing with disputes over the cost of return delivery, the consumer may first settle the matter in consultation with the merchant. Consultation is not possible, and complaints can be made to the relevant authorities, such as the association, or through legal means。
Ii. Responsibility for empty box delivery
A case-by-case determination is made as to whether an empty box delivery is liable。
It would have been a fraud if the shop had deliberately left empty boxes. From a civil point of view, there is a relationship between the consumer and the internet store, where the goods are to be delivered as agreed, and the empty box does not fulfil the delivery obligation, constituting a breach of contract. Consumers have the right to a refund from the internet store and may claim damages for breach of contract. Under the relevant legal provisions, in the event of fraud by the operator, the consumer may request an increase in the amount of damages incurred, which is three times the price of the consumer's goods; the increase is under $500, or $500。
If the emptied box is due to deliberate factors such as the failure of the courier company, the net store may not be liable for fraud, but has an obligation to assist consumers in solving the problem. There is a need to communicate with courier companies, resell or refund goods to consumers. If the internet store is not active, consumers can file a complaint with the platform or legally defend their rights。
In any case, both subjectively and objectively, the bulk of the emptied-box couriers in internet stores are held liable and consumers can legally defend their rights and interests。
Iii. How do we handle the delivery of the goods online
The online delivery of goods for delivery can be processed as follows:
First, contact the seller. If the goods are lost in transit and the receipt is not confirmed, the seller bears the risk of losing the items. Buyers should inform sellers of this in a timely manner and request sellers to reissue or refund the goods。
Second, contact express. If the seller has completed delivery and the commodity risk has been transferred to the buyer, the buyer contacted the courier company to claim compensation. According to the express provisional regulations, the premium is paid at the rate of the premium; the outstanding price is paid at the rate of three times the amount of the fee charged. At this point, the buyer is required to provide the express delivery company with the relevant supporting documentation, such as a purchase certificate, a delivery order number, etc。
Thirdly, if compensation is not agreed upon in consultation with the courier company, the postal administration may be contacted. The postal administration intervenes in investigations and defends the legitimate interests of consumers。
Fourth, if the damage is substantial and the consultation and complaint is not resolved, the evidence can be preserved, the people can be sued and the matter resolved through legal means。
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