Greetings!
We write this letter because we would like to tell you about the problems we have encountered with the “Free return/exchange” service. We hope that we obtain your understanding and that you will continue to support Superbuy after reading the letter!
The sole purpose of Superbuy is to provide our users with the best services available and that is also why we started our free return/exchange service. The service has never been suspended once, not even when there was a seasonal influx of parcels. We always ensure that the normal procedures, such as warehouse stock-in, shipping, and packaging are completed on time. During the seasonal influx, our warehouse operators worked overtime, the management team joined the operators when necessary, and we purchased more equipment inorder to handle the load. We make sure that our employees are well-trained andmore than capable of communicating with the sellers. Although our decisions increased our expenditure, all the efforts we made were to serve the Superbuy users better.
We have been improving the system and services related to the free return/exchange service,but there are still some problems that require our attention.
While analyzing the “2017 Orders and After-sales Service Quality Report” using BigData, we noticed that the majority of our users are using the free return/exchange service for unreasonable reasons. We have realized that some of the users are taking advantage of the convenient service.
In 2017, we havereceived numerous complaints from both regular and top sellers that the products they have shipped to our users which were identical with their description and had no quality issues were returned or exchanged for no clear reason. The sellers said that unlimited free return/exchange service would damage their reputation on other platforms and increase their expenditure as they would have to hire more people. Reputation is the most important factorfor a business; we do understand that Superbuy will not grow without your support and trust, hence that is why our sellers are striving to provide theusers with high quality services.
The following scenarios might happen when the sellers are not willing to cooperate:
1. Sellers will not reply in time or theywill use slow logistics services when they do not want to return/exchange theproduct, so the whole procedure will take much longer than it should.
2.Sellers do not answer the questions about the products or they do not fulfill the orders in time hence some of the users will not be able to access the actual information on the products and they will not be able to complete thetransaction. Also, it is very likely the sellers will ship the products moreslowly than usual and the users will have to return/exchange the products evenif the transaction was completed as the products they received were not the same as the sellers described.
3.Some sellers will simply refuse to provide any service to us. They will not reply to the questions asked by our shopping agents and sometimes they willjust blacklist us, making us unable to purchase the required products for someof our users.
Our shopping agent team and after-sales service team have to spend much more time on dealing with the sellers than usual when they are not cooperating, making us incapable of completing some of the orders on time. The Superbuy team knows that changes have to be made — our sole purpose is to provide our users with the best services available, so if any improvements are necessary, we will strive to introduce them.
We have reportedthe situation to the Superbuy CEO and he agreed with our thoughts. The CEOencouraged us to investigate first and make sure that the sellers were tellingthe truth. A plan with minimum impact on our users is necessary. Our CEObelieves that the Superbuy users will understand and support our decision aslong as the changes made to the rule are for the sake of our users. We havefaith that the changes will meet with a positive response of our users!
For the reasonsabove, we sampled the service record of the orders involved with using the freereturn/exchange service randomly and we have noticed that the sellers weretelling the truth. Also, some of our users use the service multiple times in ashort period of time even though the products they received were the same asthe description and the behavior has severely damaged the reputation of thesellers. Most of our users would only use the free return/exchange service oncea month.
In order to help maintain the reputation of the sellers and ensure that the majority of the Superbuy users can purchase the products they want, the Superbuy team has decided to introduce a monthly limit on the free return/exchange service.Additional service fee will be charged if you want to use the service after exceeding the limit. The detailed plan is as follow:
Startingon February 1, 2018, each user can request 1 free return/exchange service for free every month (please note that it is not possible to accumulate them). A ¥5 will be charged for every return request and ¥10 will be charged for everyexchange request. This rule does not apply when the product is not the same as whatthe seller described or has quality issues. Return/exchange will remain freeshould either of the two be the case.
We are not attempting to profit from charging you for the additional service since the fee we chargefor the free return/exchange service exceeding the limit does not fully coverour labor cost. The main purpose of the new rule is to ensure that our usersare using the free return/exchange service reasonably, causing the sellers tobe willing to cooperate with us, enabling our shopping agent to fulfill yourorders on time, and allowing us more time for providing normal services to you.
If you have any questions or suggestions regarding our decision, please contact us through any ofthe customer service portals. We will read your message carefully and try ourbest to adjust our plan so that everyone can get the services they want.
Our sole purposeis to provide you with the best services available. Please keep supporting usand help us fulfill our goal!
（If you have any problems when using the Superbuy shopping agentservice that cannot be answered by the FAQ, please send an email to care@superbuy.com, we will striveto solve your problem and make sure that you are satisfied with our service!） SuperbuyTeam
2018.1.22
