E-commerce: Depending on the site, returning products can be very complicated – Economy


More and more postal offices are arriving with one or even several packages under their arms. Often stamped Zalando, these packages are waiting to be returned to their sender. Among the main players in online commerce active here, you should know that the conditions are far from being the same since the right of revocation in online sales is not enshrined in law in Switzerland.

To find out which platforms are the most conciliatory, Comparis analyzed the procedures proposed by the main online stores in the country. What to note approaches making the lives of consumers more or less complicated.

Zalando, which now sells more than 10 million packages in Switzerland each year and recovers a little more than half of it, leads the way ahead of Microspot, Digitec Galaxus or Mediamarkt. “The German group is an example. Each order includes a return label and a form, and the return can be registered online in just a few clicks, ”says Comparis. All this for free since the brand takes all the costs of return to its charge. This generosity, the others only adopt it in the case of defective products or non-compliant with what was ordered, otherwise the return is the responsibility of the customer.

Ultra-priced sites

On the other hand, the situation is clearly less rosy on highly priced platforms such as Wish or Aliexpress. The difference is that these sites function as marketplaces, which means that they simply connect buyers and manufacturers (most often based in China). Suddenly, the products offered are without warranty and with a very limited or expensive exchange possibility.

The problem is that orders on these sites lead to the receipt of products often not in accordance with European standards or very poor quality, or even counterfeits. In 2018, the French magazine “60 million consumers” also warned about the sometimes misleading offers of products.

If complaints explode against these sites, they rarely lead to a concrete result. “Customers end up dropping their grievances, given the slowness of the procedure, the complicated conditions to get reimbursed and the small amounts involved”, explained to “Morning Sunday” Sophie Michaud Gigon, secretary general of the Fédération romande des consumers.

Planetary success

These problems do not prevent these new applications, champions of compulsive buying and ultra-consumption, from shining. While a consumer’s time spent on Amazon hovers around four minutes, Wish manages to capture their attention three times longer.

Founded in 2011 in San Francisco by Peter Szulczewski, Wish exceeds 2 billion in revenue and has 700 employees. The company is therefore part of the club of famous unicorns in Silicon Valley, since it is not listed on the stock market and its current valuation is around 11 billion dollars.

Created: 02-14-2020, 6:29 p.m.


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