“仅退款”规则在电商售后服务中的权益平衡探究

Exploration of the Right and Interest Balance in After-Sales Service of E-Commerce through the “Refund Only” Policy

摘要: “仅退款”规则作为电商行业一种新兴的售后服务机制，旨在简化退款流程来快速解决买卖双方在交易过程中产生的纠纷，提升消费者的购物体验并促使商家积极提供更优质的商品及服务。但在实际的交易过程中，却存在对该规则的滥用，使得电商平台、商家及消费者之间冲突不断，加剧了三者之间的紧张关系。基于此，本文将深入剖析“仅退款”规则的实施现状与存在的问题，对完善“仅退款”规则提出相应对策与建议，探索如何在“仅退款”规则下实现电商平台、商家及消费者三者权益的合理平衡，为电商行业的可持续发展提供有力支持。

Abstract: As an emerging after-sales service mechanism in the e-commerce industry, the “Refund Only” policy aims to streamline the refund process, swiftly resolving disputes arising from transactions between buyers and sellers, enhancing consumers’ shopping experiences, and motivating merchants to actively offer higher-quality products and services. However, in actual transactions, there exists abuse of this policy, leading to continuous conflicts among e-commerce platforms, merchants, and consumers, further exacerbating tensions among these three parties. In light of this, this article delves into the current implementation status and existing issues of the “Refund Only” policy, proposing countermeasures and suggestions for its improvement. Furthermore, it explores how to achieve a reasonable balance among the rights and interests of e-commerce platforms, merchants, and consumers under the “Refund Only” policy, thereby providing robust support for the sustainable development of the e-commerce industry.