Alibaba insists it puts consumers first. “We take the fight against counterfeiting very seriously and devote significant resources to take on those who seek to harm consumers,” it says, adding that the burden of proof in a dispute is always on the seller.
阿里巴巴坚称,公司把消费者摆在第一位。该公司表示,“我们非常重视打击假冒伪劣商品,投入了大量资源打击意图损害消费者利益的人”,并补充道,发生争议时的举证责任总是由卖家来承担的。
However, several buyers say they have been asked for a certificate of inauthenticity at the start of the refund stage.
然而,几名买家表示,退款阶段的第一步就是要求他们提交假货鉴定证明。
When queried on that point, Alibaba said on Tuesday that while under Taobao’s policy the burden of proof was on the seller, “on Tmall there is a burden of proof on the consumer to prove that the product is fake”.
面对这方面的询问,阿里巴巴周二表示,尽管在淘宝的政策下,举证责任由卖家承担,但“在天猫上,由消费者承担举证责任,证明商品是假货”。
The Financial Times was shown correspondence between one customer and a Tmall customer service representative after the customer sought a refund in September for an expensive brand of colouring books he believed were fake. He was told by the representative that “as long as you provide a fake goods certificate with test results, and launch a case against knock-off brands, you will get a refund”.
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