电视购物不再易“购”难“退”

Wed, 01/07/2009 - 08:40 — 刘进洲

提起“电视购物”，给人的印象总是主持人把产品夸到天上，把价格压到了地板上，诱人的广告吸引了许许多多的观众争相购买。但同时，涉及电视购物的消费投诉也在大幅度的增加，消费者在维权的时候，往往会陷入取证难、追究责任难的易“购”难“退”困境。

      可喜的是，消费者期盼已久的“无理由退换货”、“先行赔付”等服务理念在中国商业联合会媒体购物专业委员会和业内各知名企业的积极推动下终于将被引入电视购物领域，并将迎来一个重要的里程碑——《中国电视购物行业标准》有望在明年出台。新成立的媒体购物专业委员会表示，必须通过加大规范力度才能让行业形成一个行业自律的行为准则，而规范电视购物市场将是重中之重。

      退、换货难制约行业发展

      近年来，“电视购物”如秋风桂雨般铺天盖地席卷各省市地方电视台。作为一种新兴的购物方式，电视购物将最直接的电视广告推广和最便捷的电话销售融为一体，搭建一个开放型售卖平台，以其省力、省时、方便、快捷等特点为消费者带来居家购物的全新体验。此外，长期来看，电视购物通过电视媒介生动地传播，最大化地向消费者传达商品信息，尤其是其图文并茂的解说堪比消费者现场体验，满足了消费者的知情欲，将来必会成为一种主流的销售渠道。然而，近几年，电视购物却因为普遍存在的诚信问题，在中国遭遇低谷。业内代表企业橡果国际认为，如今电视购物最大的挑战不是应对产品本身，而是必须将行业规范深入市场，让企业的“诚信” 保障名副其实，并了解消费者对电视购物的期望所在。

      由于电视购物大多是无店铺销售，购买电视直销产品的消费者一旦遇到产品质量等问题，大多很难退货。销售方往往会用“提供证据”、“指定检测”等方法使消费者不但很难举证，而且维权成本高得惊人，在这种情况下，处于弱势的消费者只能哑巴吃黄连，最终不了了之。业内人士表示，在国际上，电视购物公司给消费者提供退、换货服务已经是通行做法。据调查，在国际上电视购物的平均退、换货率为10％至15％，但是在国内却很少有商家这样做。因为退、换货难问题导致消费者对商家产生严重的信任危机，这个问题俨然成为国内电视购物行业发展的瓶颈。

      电视购物诚信体系初见曙光

      有业内专家指出，真正从源头遏制短视的企业行为、维护市场秩序的方法，在于建立行业标准，树立行业规范，打造一套行业内公认的标准化服务流程，净化市场。这方面，国内企业可以借鉴欧美的经验。欧美国家针对电视购物有专门的立法，几乎不存在电视直销的暴利和虚假广告宣传等问题。美国有严格的法律规定：涉及电视直销的交易，消费者有权在3天之内退货并收回全部退款；在欧洲，消费者可以在7天之内无条件退货。在这些国家，假如消费者发现自己被欺诈，可以直接投诉，由相关机构出面免费帮助消费者维权，法律和管理部门对企业的欺诈行为处罚极其严厉。在广告代言方面，如果涉及虚假宣传，明星也会面临法律制裁。但目前我国在这些方面还没有明确的法律制约。

      值得欣慰的是终于有利好消息传来。日前，在刚成立的中国商业联合会媒体购物专业委员会的倡导下，包括橡果国际、七星国际、中视购物等电视购物企业以及好易购等网购、速递企业在内的30余家媒体购物行业企业在京签署了《中国媒体购物行业诚信公约——北京宣言》，向社会承诺：商品宣传内容中不含有虚假的内容，不欺骗和误导消费者；对消费者实施无理由退换货、先行赔付的原则。同时，《中国电视购物行业标准》也已开始起草制定，并有望在明年正式实施。这无疑是多年来中国电视购物行业一直想要做的事情，更是广大消费者期盼已久的消费保障。

      在电视购物市场被“诚信”疑云笼罩的今天，《北京宣言》无疑是一剂强心针，让消费者有了购买信心和保障。电视购物的便捷只有在安心、放心购买的前提下，才能得到充分的体现。其实不仅仅是电视购物行业，对于整个零售行业，我们都期待着诸如“无理由退换货”、“先行赔付”等服务理念能够得到广泛应用，让消费者能够获得更大更多的购买保障，真正做到随时随地安心消费，尽情放心享受购物乐趣。相信在社会舆论的督促下，在相关部门和行业企业的共同努力下，这一天不会让我们等得太久。

来源：上海热线

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