Some have already received the money, some have not yet. But many entrepreneurs have changed their approach to working with customers, and this is already starting to result in conflicts with customers.
The degree of tension is slowly moving directly to the cash desks of the points of issue of orders. It all started with the fact that Wildberries began to fine their owners for returning replaced goods. At 100% cost. Entrepreneurs were indignant: why should they pay for a marriage or replacement, in which the sellers, the warehouse or the buyers are to blame? After that, the marketplace introduced a form for challenging such fines. The pickup manager got the opportunity to send Wildberries a video of unpacking the goods. If, upon opening the package, it is immediately clear that something broken, torn, or not at all, has arrived, the PVZ confirms that it has nothing to do with it. As well as if the goods were damaged by the buyer of the house. That is, the PVZ has a video recording that everything arrived safe and sound at the pick-up point, as well as a video of how the buyer brings a replaced, broken or torn item for return.
Everything is logical. But for this, the PVZ employees must carefully check both the incoming goods and what they accept from buyers for return. The personal experience of the Business FM editorial staff shows that if earlier at the PVZ they often accepted everything in a second, literally without looking, then this weekend managers thoroughly examined everything down to the smallest button or thread. Naturally, this slows down the work of the pickup point, queues arise, people get nervous, and then they hear from employees that if something does not suit them, let them deal with Wildberries themselves. There is a return application form – customers are sent there, says the owner of one of the pickup points in the Moscow region:
“When a defective product arrives at the pickup point, we give out this product to the client and tell him that it is defective. All customers who receive goods check them very carefully at the points of issue. But it happens that people take the goods without looking and only at home they find either a marriage or a discrepancy: the wrong color, model, style, and so on. Customers in the application have the opportunity to make a request for a return and, after its approval, bring such a product to any point of issue and return it, receiving their money back. Therefore, we always ask all customers to carefully and carefully check the goods they receive at the point in order to avoid wasting time on making these appeals.”
Having learned that here and now no one is going to accept defective goods from the buyer, the buyer begins to resent. And then again the queue, even more dissatisfied and so on. By the way, Wildberries returned all incorrectly debited money to this entrepreneur. But he still has claims to the site.
But another interlocutor of the radio station did not receive money. They are still hovering in the air. On the other hand, approximately the same amount that the marketplace must return for incorrectly charging fines in connection with the substitution, the site suddenly wrote off from the pickup point for marriage. Moreover, the site did not specify which product turned out to be defective, where and when it happened. And marriage fines cannot be challenged. There was another oddity in the work of Wildberries, says Business FM’s interlocutor:
“In the last week, cases have become more frequent when unpaired shoes come from the warehouse: either one unit of shoes, or two left, two right. This has not happened in the three years that we have been working with Wildberries. I think there were one or two cases in three years. And here are four cases only at my points. I believe that in this way warehouse employees pick up shoes for themselves, then send one unit in a box to the pickup point, the pickup point sends it all as an incomplete set, and we are charged with this amount as for a replacement. And then the warehouse calmly picks up these shoes. ”
As a result, at this pick-up point, they decided to open the packaging on their own when receiving goods. And this is prohibited by the instructions from Wildberries. And, again, it slows down the operation of the item. And the rules are such that if you take the goods too slowly – a fine. And if customers are dissatisfied, they give low marks to the pickup point. His rating goes down. And for downgrading by the marketplace, sanctions are also provided. It turns out that you have to choose which penalty is less.