FAS AND WILDBERRIES DICUSSED THE INTERACTION OF SELLERS AND MARKETPLACE

The regulator and the online platform reviewed the issues faced by sellers on the marketplace and jointly worked out possible ways to solve them

Recall that FAS Russia received complaints from sellers about the actions of Wildberries related to the imposition of fines for non-compliance with the dimensions of the goods packaging, the lack of photo or video recording of the measurement process, as a result of which it is impossible to appeal the fine, as well as insufficient operational work of technical support.

FAS Russia proposed Wildberries to review certain aspects of the marketplace's cooperation with sellers, providing more transparency of the terms of interaction.

Following the meeting, Wildberries developed new mechanisms for working on the site:

- a complex system of measuring the dimensions of the goods packaging is developed: they are made according to the quorum system, which involves several measurements with the determination of the final result. Additionally, a photo fixation system with automatic uploading of photo measurements to the seller's personal account has been introduced. In addition, automatic size change using special equipment is currently being tested.

- the format of communication of the marketplace with entrepreneurs has been transferred to the dialogue mode. Now the seller can correspond with Wildberries support until his issue is resolved. If necessary, a senior employee will join the dialogue

- changes have been made to the offer with information on finding logistics information on the portal of sellers, calculating the logistics and storage coefficient, as well as with a description of the operation of the grading system.

In addition, Wildberries plans to introduce a number of other changes in the near future:

- the introduction of details of the provisions of the offer (in particular sections related to the financial terms of cooperation with the marketplace), as well as the translation of the structure of the document into the format of a sequential instruction, with a detailed indication of the seller's actions in case of disagreement with the marketplace;

- expansion of the analytics and tracking functionality on the sellers' Portal, which allows tracking the movement of the seller's goods after its referral to the logistics center of the company.

The measures taken and planned to be taken following the meeting will simplify the work of sellers on the site, ensure that the interests of sellers and the marketplace are balanced, and create transparent conditions for their cooperation.

In the first quarter of 2023, FAS Russia plans to hold a second meeting with Wildberries and review the results of the work carried out.