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The expansion of the Internet industry has spawned various new shopping models and consumption opportunities, enriched the material life of the people, and also triggered a large number of online consumption disputes.
A spike
Recently, the Xianghuaqiao Office of the Qingpu District Market Supervision Bureau has received more than 30 complaints from the public, all of which are aimed at the online promotional activities of an e-commerce enterprise in the jurisdiction, reflecting that the merchants failed to deliver on time.
"Thirty or so here won't be all, other platforms may have more and must be addressed immediately!" The undertaker is keenly aware of the complaint or accompanied by a follow-up collective complaint, immediately contact the consumer to understand the situation and appease their emotions, and contact the person in charge of the enterprise to inquire about the relevant situation.
It is understood that the e-commerce platform has listed the link of the spike promotion without the knowledge of the enterprise, and mislabeled the price of the product, resulting in consumers snapping up the goods at ultra-low prices. As of the end of the event, more than 30,000 sets of goods have been traded, with a total value of more than 2 million yuan, which greatly exceeds the company's inventory and logistics carrying capacity, resulting in a large number of orders not being shipped, and the company is also facing millions of yuan of losses.
ODR mechanism
In order to protect the legitimate rights and interests of consumers and reduce the losses of enterprises, the undertaker took advantage of the ODR (Online Consumer Dispute Resolution) enterprise to make full use of offline communication and online ODR dual channels to count the content of consumer appeals, classify the appeals, and formulate corresponding solutions for the two situations of canceling orders and continuing to perform orders.
After the settlement plan is determined, the undertaker urges the enterprise to reach a settlement with the consumer through the ODR channel as soon as possible, and continues to track the progress of the processing through telephone return visits, online feedback, etc., to verify whether the consumers have received the goods or refunds, to ensure that the complaint is not leaked, and should be done, and finally successfully resolved the storm caused by this "second kill".
ODR unit refers to the unit that provides online settlement services for consumer disputes through the national 12315 platform under the guidance and supervision of the market supervision department in the jurisdiction, including enterprises, other market entities, relevant industry associations, social organizations, and relevant functional departments of the government.
ODR enterprise online mediation has broadened the consumer rights protection channels for consumers, simplified the consumer complaint circulation process through the form of "the government sets up a platform, enterprise rights protection", realizes that consumers "do not have to run once" to resolve disputes, and the participation and autonomy of enterprise consumer rights protection work are greatly improved.
Up to now, 29 enterprises such as Outlets and WM Automobile have joined the list of ODR enterprises in Qingpu District, handling a total of 516 consumer disputes, and the market supervision department has transferred 153 consumer disputes to ODR enterprises, effectively promoting the diversified solution of consumer disputes.
Contributed by: Qingpu District Market Supervision Bureau