Text | Yu Yang
On April 28, the China Consumers Association (hereinafter referred to as the “China Consumers Association”) released a special report on complaints in the “new” consumer sector.
The data shows that the number of complaints about daily commodities, household electrical appliances, food, clothing, shoes and hats and means of transportation ranks among the top five in the number of complaints about commodities. According to statistics, in the first quarter of 2022, the National Consumers Association accepted a total of 285,400 consumer complaints [into black cat complaints] , a year-on-year increase of 5.26%, and resolved 222,500 cases, with a complaint resolution rate of 77.97%, saving consumers 322.51 million economic losses Yuan.
In recent years, the phenomenon of new business model marketing anomie has occurred frequently. The China Consumers Association lists seven types of situations: (1) Merchants and individuals carry out live broadcasts on social platforms, and the relevant platforms do not assume the responsibility of the online trading platform operator, and the rights of consumers cannot be guaranteed after the anchor blocks users or runs away with money; (2) Some anchors and their teams conduct dishonest marketing. The anchor induces consumers to recharge and reward or set up scams to defraud consumers of money; e-commerce anchors fabricate “moving” stories to sell fake and shoddy products; (3) The phenomenon of forced advertising of smart home appliances generally affects consumer experience; (4) Platform Internet celebrity “planting grass” soft articles are rampant, and false marketing misleads consumers; (5) Some live broadcasts and e-commerce platforms have unclear and insufficient publicity of operator information, or multi-layered nesting and concealment are difficult to query. (6) It is to use the randomness and concealment of blind boxes to make false and illegal promotions, such as selling expired or expired products through blind boxes, etc.; (7) The lottery probability of online game props is unknown, or the superposition of unknown restrictions induces players to repeat recharge.
It is worth mentioning that the China Consumers Association named unfair overlord terms such as a long pre-sale period. It is mentioned that some online operators use unfair standard terms to reduce their obligations and responsibilities, and increase consumer responsibility. For example, some online merchants set an ultra-long pre-sale period for pre-sale products, and at the same time set pre-sale products non-refundable and prepaid. Refund on unfair format terms. In addition, online format contracts are lengthy and professional, obscure, and hidden traps, which infringe on the legitimate rights and interests of consumers; the content of format contracts on various platforms is generally similar, making it difficult for consumers to choose, and exacerbating the disadvantage of consumers “either accept or leave” Issues such as restricting the right of consumers to negotiate and sign contracts have also been named and criticized.
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