Wildberries approved a new mechanism for write-offs for substitution of goods

The Wildberries marketplace approved, with the conciliation commission of Opora Rossii, a new mechanism for writing off for substitution of goods, under which employees will be encouraged for the absence of these substitutions. This was reported in the press service of the company.

“Together with our partners and Opora Rossii, we are creating an understandable and transparent mechanism for countering product substitutions, which will completely eliminate this phenomenon. We are guided by the “zero effect principle”: collection mechanisms should not affect the earnings of counterparties, therefore, even before the launch, we increased their income by 15%,” the message says.

It is specified that the suspension of the write-off mechanism led to an increase in the share of substitution of goods in the pickup point by 50%. The company noted that some of the employees of Wildberries do not carefully check the goods upon return, which leads to losses for sellers. As part of the “zero effect” principle, all penalties for substitution of goods will be directed to bonuses to pickup employees “for vigilance when checking goods”.

In addition, the company announced that they have updated the feedback mechanism, which will allow you to challenge the substitution of goods, and approved a new regulation of responses. If partners find an error in identifying who is responsible for a product substitution, they can create a case in the work interface by selecting the appropriate topic. This can be done within seven days, and not two weeks, as it was before.

The dispute between the owners of Wildberries and the PVZ began in mid-March due to the introduction of fines for the latter for returning goods due to marriage or substitution. Some outlet owners went on strike, including at the central office of the marketplace. As a result, the site announced the closure of those outlets whose owners “choose uncivilized forms of dialogue.” But soon the deputies of the State Duma and the Ministry of Labor intervened in the conflict, after which Wildberries agreed to freeze about 10,000 fines. At the same time, the site closed the official chat with sellers, where they could receive prompt responses from the support service, explaining this by an increase in the number of scammers posing as marketplace employees.