Many users of the popular online store Wildberries are unhappy that they have to pay for product returns. However, the platform does not intend to cancel this practice. According to Tatyana Bakalchuk, CEO of Wildberries, it balances the interests of buyers and sellers.
"In any case, the paid return will probably not be completely canceled, because then the balance of interests of buyers and sellers will be violated," he told reporters during the "Russian Retail Week 2023" forum.
As Tass.ru reports, Bakalchuk added that the company tries to respect the interests of all parties. on the one hand, the customer can order many products, because he cannot always predict whether the given product corresponds to his size. On the other hand, we should not forget about the interests of platform sellers: they suffer because the goods are moved a lot from one point to another, and people also try them a lot.
From 2021, the platform has a responsible shopping program, in the framework of which buyers who rarely return products do not pay for the return delivery service. In addition, the return shipping service for defective products remains free.
As part of working with the principle of transparency and publicity, Wildberries also plans to organize tours to its warehouses. According to Bakalchuk, Wildberries is also waiting for qualitative changes in terms of communication with consumers and receiving feedback from them in the near future.
Starting May 24, Wildberries also reduced its merchant commission to 2% for local entrepreneurs who sell home appliances and electronics on the online platform, including robot vacuum cleaners, computers, gaming consoles, kitchen appliances, and more than 500 products in total.