Shulou(Shulou.com)11/24 Report--

"Trust" is an essential element in both traditional business and new e-commerce forms. Recently, fast-hand e-commerce released the "2022 fast-hand e-commerce trust construction report"(hereinafter referred to as the "report"), systematically summarizing its trust ecological construction in 2022 from five aspects: user listening, user rights protection, performance ability, platform governance and merchant support, and continuously building a trust e-commerce environment.

Upgrade the trust system in an all-round way to protect the rights and interests of consumers in all scenarios from the perspective of users

In 2022, fast-hand e-commerce launched more than 20 consumer rights and interests products accumulatively based on the standard of "assured quality and worry-free after-sales service," providing more comprehensive protection for consumers. According to the report data, the accumulative number of users guaranteed by the rights and interests of return and compensation fees alone exceeds 190 million, and the accumulative payment amount of consumer trust protection fund exceeds 1.1 billion yuan.

In addition, this year, fast-hand e-commerce strives to build "user voice" diagnosis system, user recommendation degree system, user negative feedback system, starting from user pain point, through multi-channel collection of user problems, rapid promotion of problem handling progress, for experience injured users actively call to investigate and solve possible problems, etc., to effectively ensure the solution of user problems.

At the same time, under the guidance of fast-hand e-commerce "trust purchase," more and more merchants open more protection rights and interests. In the past year, the number of merchants covered by trust purchase rights has risen by 300%.

Continuously optimize the platform governance system, target governance, find problems and promote rectification

Platform governance is an important infrastructure for trust construction. In the past year, fast-hand e-commerce has punished 657,000 merchants and anchors, banned merchants and anchors for more than 276,000 person-times, and the reporting rate of live broadcast users with goods dropped by 30%.

Among them, aiming at the problems such as exaggerated propaganda and price fraud in commodity propaganda, and the behavior of attracting popularity and selling goods through deduction of contradictions, selling misery and violent plot hype in marketing, targeted rectification was carried out throughout the year. In particular, the anchor and direct broadcast room of the middle-aged and elderly people with weak ability to induce and identify fictitious commodity health care and medical efficacy were severely cracked down. In a number of rectification actions, more than 45,000 direct broadcasting rooms and more than 22,000 anchor stations were disposed of. In addition to punishment, such risk anchors were also reviewed in advance, and an emergency broadcast mechanism for high-risk content was established.

In addition, fast-hand e-commerce cooperated with more than 200 brands to build a fake knowledge feature database, realizing more than 200,000 fake goods interception and controlling more than 23,000 suspected fake and infringing merchants throughout the year. At the same time, fast-hand e-commerce also cooperated with brand parties and police to carry out "professional anti-counterfeiting mode," actively assisted judicial organs in various places to crack down on 30 fake gangs, assisted the police to destroy more than 30 criminal dens, involving 50 million yuan.

In terms of brand rights protection, Fast Hand E-commerce officially launched the "Intellectual Property Protection Platform," supporting patent right, trademark right, copyright (copyright) and other rights authentication, e-commerce complaints and identity authentication of domestic obligee, protecting intellectual property rights of brands and platforms in many aspects.

Multi-measures to create a high-quality operating environment, all-round enabling business growth

The construction of trust system is also inseparable from the practice of platform responsibility to merchants. In 2022, fast-hand e-commerce actively communicates with merchants, and continuously enables the growth of platform merchants through product tools, flow incentives, policy support, training guidance, etc.

The report shows that fast-hand e-commerce supports merchants to collect more than 1.3 billion yuan in advance in 2022, effectively helping merchants reduce capital pressure. In addition, fast-hand e-commerce also focuses on upgrading the intelligent service scheme. Through the intelligent prompt delivery scheme, the merchant order delivery link is opened up, and the one-click touch of order urging is realized, saving more than 6700 customer service manpower for merchants and helping merchants recover the involved amount of more than 18 million yuan.

In order to help small and medium-sized merchants grow on the platform, fast-hand e-commerce launched the curriculum system, helping more than 1 million small and medium-sized merchants to learn, and the satisfaction of merchants reached 90%. At the same time, in order to meet more training needs of merchants, fast-hand e-commerce also continuously introduces external high-quality training institutions and lecturers to further expand the platform's "e-commerce education ecology."

In the view of fast-hand e-commerce, only by constantly consolidating trust construction can we create a temperature and trustworthy e-commerce ecosystem for hundreds of millions of old iron and many merchants in the future.

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