"As long as you take the payment, after the arrival of the five-star praise can be refunded in full", similar to this network marketing slogan, I believe many consumers are not strangers. But will the pie really fall from the sky?
Recently, a number of consumers reported to the Voice of China that after purchasing a brand of bird's nest and other foods online, the merchant claimed that after arriving, the five-star praise could be fully refunded. Consumers wanted to take a handful of wool, but they did not expect that after giving praise, not only could the shopping money not be returned, but even the online store disappeared, resulting in hundreds of consumers being affected.
On November 16, Ms. Zhao, who lives in Ningbo, Zhejiang Province, participated in a "0 yuan purchase trial activity" in the "Huafeiyan flagship store" on the Tmall platform. The event requires consumers to buy in-store flower glue, bird's nest and other products at normal prices, and as long as they give praise according to the requirements of the store after receiving the goods, they can return the full amount through the way of "refund freight". To this end, Ms. Zhao spent 2066.8 yuan to buy 5 items. However, more than a month later, Ms. Zhao not only did not get a refund, but also found that the brand's stores could not be searched.
Ms. Zhao said: "According to the requirements of the merchant to confirm the receipt, and then apply for a refund, but the application for refund did not arrive, and later saw that the system was Tmall Xiao'er intervened, but it was not solved after ten days of intervention, and many phone calls to Tmall were not solved." ”
Ms. Zhao said that the price of these goods itself is not cheap, the reason why they choose to buy, is because the merchant promises to praise can refund all the payment, equivalent to only need to spend a freight money to buy bird's nest and other products, "one is more than 230 yuan, one is more than 590 yuan, because this is actually not its actual product value, said to be a second sale, but everyone can buy, 9 pieces 9 mao 9 can buy." ”
There are not a few consumers who have experienced similar experiences with Ms. Zhao, and the reporter learned on a complaint platform that more than 150 consumers have complained about this matter.
In this regard, Li Xiaolin, the relevant person in charge of the company involved, said that the reason why the brand's Tmall flagship store could not be searched was because they were "supervised" by the platform side. At present, the company's Alipay account has also been frozen by the platform, so it is impossible to refund consumers. Li Xiaolin said: "Because consumers do not confirm the receipt of goods and apply for a refund of freight, the system will mistakenly judge that the merchant has not shipped, because there are a large number of orders that are judged not to have been shipped, and alipay permissions will be frozen." ”
So, why was this store frozen by the platform? Tmall customer service staff told reporters that the store is suspected of deceiving consumers, brushing orders and other serious disruption of the rules of the platform, and has now supervised the store, stopped its business activities, and dealt with it.
"The store has violated some rules on Taobao and has caused serious disruption to Taobao (order). For example, the situation of being deceived may be equivalent to the situation of brushing orders. Tmall staff said.
For consumers who have not received a refund, the platform staff said that they will refund the store's security deposit to the consumer, "We will contact the store, ask him to supplement the deposit, follow-up supplement, we will transfer the money to you through the form of deposit transfer, and the balance of the store deposit is only 0.01 yuan." ”
Li Xiaodong, deputy director of the Mashan Branch of the Wuxi Binhu District Market Supervision and Administration Bureau, said that since November 26, the sub-bureau has received 162 consumer complaints from the company, and the bureau has interviewed the person in charge of the enterprise and filed a case against the company for suspected acts of unfair competition.
Li Xiaodong said: "When Huafeiyan Company carried out this activity, it claimed that the order confirmed receipt, 30 words of praise and 4 pictures, etc., and could only receive a full refund, based on this we believe that its behavior is suspected of violating the relevant provisions of the Anti-Unfair Competition Law of the People's Republic of China, and on December 6 this year, the company's behavior was already investigated and punished." ”
A number of consumers told reporters that in recent days, merchants have proposed a plan to use goods as payment to compensate consumers, which consumers are not willing to accept.
Wu Tiecheng, a lawyer at Beijing Jingshi (Shenzhen) Law Firm, pointed out that according to the relevant provisions of the Anti-Unfair Competition Law and the E-commerce Law, Huafeiyan's behavior of "giving praise and refunding the full amount" was suspected of unfair competition. Consumers can protect their rights and interests by negotiating refunds with merchants, reporting complaints to regulators or lawsuits.
Wu Tiecheng said: "For consumers to accept the merchant's replenishment plan, the choice is up to the consumer himself. In the case that consumers do not accept 'replenishment', merchants should still actively fulfill their refund obligations and cannot only give consumers a single choice. ”
Wu Tiecheng said that similar praise cashback activities are not uncommon, consumers need to treat rationally, "in the face of such '0 yuan purchase' or rebate activities consumers must be cautious, if you need to buy such services, you should sign a contract, and the details of each service should be written into the contract, confirm that the rules of the activity will not change, standardize the responsibilities of both parties and the liability for breach of contract, and retain the relevant consumption vouchers in order to protect their rights." In addition, if the merchant brushes the praise through the activity, the authenticity of the store's praise cannot be guaranteed, nor can it provide a real reference to the consumers who have not participated in the '0 yuan purchase' activity, which will mislead consumers, damage the legitimate rights and interests of consumers, and also undermine the fair trade principle of the platform. ”
Source: CCTV