Sales Enablement Operations Leader

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Refund only provides consumers with a convenient return channel and a simple return process. No matter from which side, "refund only" can bring sweetness. Although the merchants who bear the losses cursed, they still cursed and could not do without Pinduoduo. In 2017, Pinduoduo's daily active users and annual active users ranked first on China's largest e-commerce platform for the first time. In that year, the number of merchants on the platform reached 10,000, and the number of express parcels exceeded 100 million. But slowly, the taste of "refund only" changed. Tens of millions of industrial chains have been derived around the refund only loophole.


All this is attributed to the platform's over-reliance on refund only. Some portugal whatsapp resource merchants said that when they mentioned words such as "discount", "quality" and "compensation" in communication with users, the customer service suddenly intervened in the chat between the two and automatically pushed to the buyer "Pinduoduo can help you refund the full amount of the product. You handle it yourself." For a considerable number of consumers, they bought a product of poor quality but did not have after-sales service. Although the platform will refund the full amount, they still have to spend time and energy to re-select on other platforms. Instead of doing this, it is better to choose a platform with guaranteed after-sales service from the beginning.


In order to retain buyers, the platform simplifies the after-sales process and directly cuts the policy of "refund only". In the short term, it can retain users for Pinduoduo, but in the long run, it will be harmful to all three parties. Buyers are cultivated to develop the habit of "freeloading"; merchants who cannot make money naturally choose to leave the platform. (All characters in the article are pseudonyms) This article deeply explores the five key components of the business process, including key processes, business actions, responsible roles, affiliated departments, collaborative handovers, and how to obtain and optimize business processes. Through case analysis, it shows the role of data analysts in understanding and disassembling business processes, aiming to help readers quickly master business process analysis methods to improve work efficiency and decision-making quality.