“仅退款”引发商家极端要求：退钱可以，先把商品剪烂或砸坏！

6月20日，“仅退款引发商家极端要求”话题登上微博热搜。

据封面新闻报道，近日，多名消费者通过社交平台反映，称在购物网站消费后，对商品质量不满意申请退货，商家虽接受退货申请，竟要求消费者将商品剪烂、砸坏，直至彻底不能使用，并拍摄视频或图片作为审核依据，才予以退款。

The hashtag "refund only policy leads to extreme merchant demands" drew widespread attention on Friday, as a growing number of consumers spoke out against what they call "extreme" return policies on major e-commerce platforms.

Multiple buyers reported being forced to destroy goods — ripping, smashing, or otherwise rendering them unusable — and to submit photographic or video evidence before they were granted refunds. The practice has sparked widespread concern over waste and consumer rights.

消费者遭遇：

商家要求损坏商品才退款

家住广东的陈女士在某购物平台购买了一款手机壳，但收到后发现质量远低于预期，于是发起了退货退款申请。卖家联系她协商沟通，并提出条件：她可以不用退货而直接获得退款，但必须当场损毁手机壳，并将照片发给卖家以确保手机壳已完全无法使用。

陈女士按要求剪毁了皮制手机壳，但对方认为损毁不彻底，还要求她剪断挂绳。最终，在完成全部损毁要求后，她才成功获得了退款。

A customer surnamed Chen from Guangdong province bought a phone case online but found it to be of poor quality. The seller agreed to issue a refund only if she destroyed the item. After cutting it up and sending photos, she was told to cut the attached lanyard as well. She received the refund only after meeting all the demands.

受访者为了退款不得不销毁商品 图源：封面新闻

类似情况也发生在成都市民张女士身上。去年7月，她网购了一箱牛奶，因天气炎热，收货时牛奶已变质发酸无法饮用。于是，她向电商平台发起了“仅退款”申请。对方很快回复，但提出的条件与陈女士的遭遇如出一辙：需要把牛奶全部倒进马桶里，拍视频作为申请退款的证据。

Similarly, another customer, surnamed Zhang in Chengdu city, Sichuan province, received spoiled milk due to the summer heat. To get a refund, the seller asked her to pour the milk down the toilet and record the process on video.

消费者反映被商家要求损坏物品才予以退款 图源：封面新闻

商家回应：

防“薅羊毛”无奈之举

有商家解释称，之所以要求消费者销毁商品，是因为“仅退款”服务推出后，部分职业“薅羊毛”者利用这一规则钻空子，收到货就发起“仅退款”售后服务。

在责任尚未明确的情况下，部分商家被平台单方面判定“仅退款”，从而损失了货款和产品，损失惨重。为了防止被恶意“薅羊毛”、遏制此类现象，商家们才提出了“让消费者亲手毁掉商品”的要求。

Sellers defending the policy argue that it is a necessary safeguard against refund abuse and mounting operational costs. Some claim that the "destroy-to-refund" practice deters fraudulent claims and prevents exploitation by professional refund seekers.

Sellers say they are often forced to issue refunds before any fault is verified, leading to significant financial losses. The destruction clause, they argue, is a last-resort method to prevent fraud.

多家电商平台调整“仅退款”规则

引发诸多质疑的“仅退款”正在逐步退出历史舞台，今年4月22日，多家电商平台宣布对“仅退款”规则进行重大调整。据淘宝规则表示，为平衡实现商家权益保护与消费者体验提升，后续平台将不主动介入消费者在已收到货后的不退货退款售后申请，由卖家先行与消费者协商处理。

这是自去年7月淘宝率先松绑“仅退款”，京东、快手等跟进优化规则后，电商平台正式全面取消“仅退款”。

Facing mounting complaints, several e-commerce platforms announced changes earlier this year. On April 22, Taobao, JD.com, and Kuaishou confirmed they would be scaling back or eliminating the "refund only" feature.

公开资料显示，去年7月，淘宝在电商行业率先对“仅退款”做出优化，通过提升高店铺体验分商家售后自主权、升级异常行为识别模型等一系列举措，遏制不合理“仅退款”，保障合规经营商家的正当权益。这一举措的推进，极大压缩了不合理仅退款的空间，也带动其他平台优化“仅退款”规则。

商家教唆消费者毁坏商品或涉嫌违法

陕西恒达律师事务所高级合伙人、公益律师赵良善则表示，“该行为涉嫌违法。”他解释，《消费者权益保护法》规定，消费者享有自主选择商品或者服务的权利，以及公平交易的权利。商家要求消费者剪坏商品才给退货，损害了消费者的合法权益，违反了关于消费者退货权利的规定。

在西南交通大学公共管理学院副教授王斌看来，平台方逐步取消“仅退款”选项只是第一步，后续应跟进更为全面的治理措施，在低货值、高运费场景下平衡消费者与商家的利益。一方面，平台方应细分商品品类适用情况，保留部分诸如生鲜类的小额“仅退款”选项。

另一方面，平台方要加强数据监测并与相关部门形成联动协同，第一时间识别高退货率的“羊毛党”，及时做出账号警告。对于团伙式和链条化的“薅羊毛”作案，应迅速向市场监管、公安等部门提供线索。

"Eliminating the 'refund only' option is only a first step," according to Wang Bin, an associate professor at the School of Public Administration at Southwest Jiaotong University. He urges platforms to develop more nuanced approaches — particularly for low-value or perishable goods — to fairly balance the rights of both consumers and merchants.

Wang suggests that platforms increase real-time data monitoring and coordinate with authorities to crack down on professional refund fraud.

编辑：赵晨雁

见习编辑：裴禧盈

来源：封面新闻 界面新闻 央广网

China Daily精读计划

每天20分钟，英语全面提升！