The online platform removes barriers between buyers and sellers. Now, if the buyer discovers a defect while using the product, he will be able to directly contact the seller to request a return of the purchase after 14 days after payment.
To do this, you need to write to the seller via chat in the “Purchases” section in your Personal Account. After the seller reviews the request, he will be able to accept or reject it, and also discuss with the client the format of compensation - return the funds, agree to replace the item, or deliver part of the order, if for some reason the delivery was incomplete, for example, a button was torn off .
After confirming the application and agreeing on the compensation format, the buyer returns the goods to the Wildberries order pick-up point or to the seller himself, depending on the agreements reached. Funds for the purchase will be debited from the seller’s balance and will be returned to the buyer.
“We want to make the experience of interaction between users and sellers on our online platform even simpler and more comfortable and have removed the unnecessary intermediate link between them. Now they can not only directly interact with each other and exchange information about the characteristics and features of the product, but also choose the most convenient payment format for both. This will give sellers an additional tool to increase customer loyalty and manage their own assortment,” commented the Wildberries press service.
As before, if the buyer discovers a defect before paying for the purchase, such goods can be rejected upon receipt. To do this, just return it to the pick-up point manager or the courier who delivered the order. The cost of the goods, including return transportation, is not deducted in this case.
This tool is being tested; after receiving feedback from entrepreneurs and buyers, its functionality can be improved.