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电商平台先行赔付有助落实消费权益

2017-09-22 09:37:16   中国经济网

9月19日,京东的两家第三方店铺“多宝盒数码专营店”和“繁星数码专营店”由于涉嫌出售假冒三星配件受到深圳警方查处。事件发生后,京东迅速启动平台的先行赔付机制,对于所有在涉案店铺购买商品的消费者,京东将主动替代商家提供退一赔三服务。据悉,京东的先行赔付机制是2016年8月建立的,并在当时与北京市工商局签署了相关协议。(9月21日,中国经济网)

先行赔付机制并非新鲜事,之前,早已有多家网购平台承诺先行赔付。2016年8月份,北京市工商局又与各大电商平台又签署了先行赔付协议。但据悉,京东是行业内履行平台先行赔付责任的第一家电商平台。其做法值得其他电商借鉴,并有必要作为一项有效维护消费者权益的制度全面推广落实。

根据消费者权益保护法,当前的网购先行赔付制度尚不成熟,还受到一定限制。消费者通过电商平台购买到入驻商家提供的商品或服务而受到损害,电商平台不能提供商家真实名称、地址等信息的,消费者可以向平台索赔;电商平台作出更有利于消费者承诺的,应履行承诺先行赔付承诺。电商平台明知或应知商家侵害消费者合法权益而未采取必要措施的,应与商家承担连带赔偿责任。也就是说,除非电商平台有先行赔付的承诺,否则只有在不能提供商家真实信息或有其他过错时才需承担赔偿责任。

可以说,这种先行赔付机制存在一定漏洞,难以让网购者的权利落到实处。除一些大型自营电商外,诸如淘宝网等C2C模式,均是规模较小的商家甚至个体户入驻电商平台,通过平台向消费者提供商品。该模式中,如果发生了制假售假等较大纠纷,想逃避责任的商家可能关闭店铺,一走了之,让消费者索赔无门。即便平台能够提供商家真实信息,若商家赔偿能力有限,就可能出现难以足额赔偿消费者损失的情况。尤其是,消费者与商家分散于全国各地,消费要想维护权益,将极大地耗费人力、物力、财力。而且,不排除改头换面,四处躲避的无良商家,让消费者退一赔三、退一赔十等权利主张沦为空中楼阁,无法实现。

也即,离开了先行赔付,无异于让消费者去找那些小而散的商家索赔,难度可想而知。如果由网络交易平台先行赔付,其再向商家追偿的话,不仅没有法理障碍,还会让消费者的权利落到实处。一般来说,电商平台可以通过实名认证、银行卡绑定、信用评价、收取保证金、控制资金流水等方式,切实掌控和监管商家。大数据背景下,这种掌控和监管力度甚至比工商、质检等国家机关更有力度,更有效果。

再者,主动落实先行赔付也是对电商平台信誉和实力的展示,相当于一块对商品质量提供担保的金字招牌。让消费者知道,因为有平台提供背书,即便买到假冒伪劣产品,也不担心入驻商家跑路。同时,平台可以通过扣除保证金等手段向商家追偿,让其切实承担责任,间接地提高了入驻商家的违法成本,倒逼其诚信经营,不欺不诈。

只有网购者的损失能够得到及时足额的赔偿,维护消费者权益才不是一句空话。因此,平台主动履行先行赔付的做法值得肯定,也很有必要全面推广。这样才能切实净化网络购物环境,挤压售假商家生存空间,让人们享受更好的网络消费体验。(史洪举)

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