Wildberries denied information about the paid return of defective goods

The press service of the Wildberries online marketplace said that in the event of a manufacturing defect, customers can contact the seller to check the goods, and then receive compensation for return shipping. Earlier today, January 31, in the Telegram channel of Ksenia Sobchak reportedthat from January 23, the company does not return funds for return shipping in case of receipt of an inappropriate product.

According to the new rules, complaints related to the marriage of delivered goods are considered by the sellers themselves. Previously, applications were processed by employees of the company.

“Information from Telegram channels that buyers of Wildberries ”are forced to pay the cost of shipping defective goods” is not true,” they said. RBC in the press office of the company.

If the seller did not confirm the existence of a marriage, then the buyer must pay for the return delivery, Wildberries said. In case of disagreement, marketplace customers can contact support. At the same time, the company noted that the verification mechanism by the seller is only being tested, and therefore there are “some limitations in terms of its functionality.” However, the press service noted, no significant changes are expected for buyers.

In the Telegram channel of Ksenia Sobchak, a complaint was reported by a marketplace client who was debited after the product was returned because it did not match the order. Wildberries tech support told her that a refund is not provided for the return delivery of an inappropriate product. At the same time, it was not a question of goods in which marriage was found.

Lusine Balasyan