On February 23, the network economic and social agency announced the consumption rating data, annual complaint data and typical cases of "Premier League Haitao" in 2021 through the big data analysis of the real user complaint cases accepted by the "Premier League Haitao" in 2021.
From the official website of the Premier League, the platform said that it is a cross-border e-commerce brand under the British TradeWise Solution company. Through the cross-border e-commerce B2C model, the Premier League Haitao allows British high-quality goods to reach the hands of Chinese consumers, completing the circulation of information, goods and logistics.
First, the Premier League Haitao user complaint data was released: it was rated as "recommended to place an order"
The 2021 National Cross-border E-commerce Consumption Rating List is based on the massive big data of 480 consumer dispute cases of e-commerce enterprise users accepted by the third-party domestic well-known domestic consumer dispute mediation platform "315.100EC.CN" for more than ten years, and its data rating is completely automatically generated by the system, independent, objective and fair according to the feedback rate, feedback timeliness, and satisfaction of multiple index models.
The International Consumer Rights Day is celebrated on 15 March each year, defined in 1983 by the International Consumers Union, with the aim of educating consumers, raising their awareness and ability to defend their rights and interests, and handling consumer complaints to help consumers recover their losses. Since the CCTV 315 gala in 1991, a large number of quality problems of concern to consumers have been exposed every year, deeply exposing the problems existing in the consumer environment, prompting consumers to improve their awareness of rights protection and enterprises to recognize their shortcomings.
In 2021, a total of 32 cross-border e-commerce platforms with complaints are on the list, and some of them will be selected for the "2021 China E-commerce User Experience and Complaint Monitoring Report" jointly released by the Mainland's "Belt and Road" TOP10 Influential Social Think Tank - E-commerce Research Center of the Network Economic Society.
Released today is the "Premier League Haitao" telegraph bao consumer rating data. According to the "Telegraph Bao", in 2021, "Premier League Haitao" received a total of 8 consumer ratings, of which 5 were "recommended to place orders", 1 time was "not rated", 1 time was rated "not recommended to place orders", 1 time was rated "cautious orders", and finally "cautious orders" were rated.
2. "Premier League Haitao" 2021 annual telegraph complaint data
2.1 Distribution of consumption problems
According to the "Electric Digital Treasure" (DATA.100EC.CN), a large e-commerce database under the Network Economic Society, "Premier League Haitao" has delivery problems, after-sales service, logistics problems, and order problems.
2.2 Regional distribution of complaints
According to the "Dianshubao", a large e-commerce database under the Network Economic Society, the main concentration areas of users who complain about "Premier League Haitao" in 2021 are Shanghai, Guangdong Province, Hubei Province and Hunan Province.
2.3 Gender distribution of complaints
According to the "Dianshubao", a large e-commerce database under the Network Economic Society, men and women account for 50% of the users who complain about "Premier League Haitao".
2.4 Proportion of complaint amount
According to the "Dianshubao", a large e-commerce database under the Network Economic Society, the consumption amount of user complaints about "Premier League Haitao" is mainly 1000-5000 yuan, 500-1000 yuan and 5000-10000 yuan, accounting for 50%, 25% and 25% respectively.
III. Disclosure of Typical Cases
【Case 1】"Premier League Haitao" was accused of losing the customer's package and refusing to pay
On August 4, Ms. Lu of Hubei Province complained to the "Telegraph Bao" that she had purchased a single item on March 5, 2021 and sent it to the transfer, the logistics order number was NV541279654GB, showing the signature, and the signature scan of the staff of the transfer company, the signature was changed and the other person who had sent to the company and successfully signed for the same as the other order processing personnel that Ms. Lu had previously sent to the company and successfully signed. However, the forwarding company could not find Ms. Lu's package, insisted that it had not been received, and kept saying that it continued to search, the warehouse was moved in chaos and other reasons, and had been prevaricating until August 2021, and finally informed Ms. Lu that they would not pay, but the logistics records and the signatory scan proved that they did receive Ms. Lu's package.
In this regard, "Premier League Haitao" gave feedback to "Telegraph Bao" that this side knows this problem and will actively communicate with customers again. After receiving customer feedback first, the first time we contacted our warehouse to find the package, because the warehouse was not found, but has been replying to the email to follow up the customer, but also actively help customers to apply for after-sales. Secondly, although the signature certificate provided by the customer shows that the same person signed for the receipt, it is obvious that the note is not a person, resulting in the inability to directly determine who signed the package. However, we will give feedback to our superiors again and will continue to follow up with our customers.
【Case 2】"Premier League Haitao" was accused of shutting down the platform website After-sales customer service no one responded
On October 24, Mr. Lin of Guangdong Province complained to the "Telegraph Bao" that the platform website was shut down, resulting in a batch of classical music CDs worth 2,000 yuan that could not be transferred back to China in the British warehouse, and no one responded to after-sales customer service. Mr. Lin's appeal is to ask the Premier League Sea Tao to transfer my belongings to my hands.
After receiving the above user complaints, we will transfer the complaint case to the relevant staff of the platform for proper handling at the first time, but as of press time, we have not received any relevant handling reply from the complained platform.
【Case 3】"Premier League Haitao" was accused of the website can not be logged in The whereabouts of the package are unknown
On October 27, Mr. Zhang of Hunan Province complained to the "Telegraph Bao" that he used the Premier League Sea Amoy to transfer parcels in September 2021, and now the company's website cannot be logged in, the logistics customer service cannot be contacted, the whereabouts of the parcels are unknown, and no explanation has been given so far.
【Case 4】"Premier League Sea Tao" was accused of being wrapped in storage and disappeared after closing the box
On June 25, Ms. Zhao of Shanghai complained to the "telegraph bao" that she submitted a box order HTCN0520015947382 in the Premier League on May 20, and received the box on June 18 a month later, FWGV7329666GB This package should have disappeared inside, and the warehouse dragged until June 25 to respond and could not find it. Ms. Zhao said that this is not the first time this has happened.
In this regard, "Premier League Haitao" to the "telegraph bao" feedback that the single number has been handed over to after-sales colleagues on the 25th to register and apply for compensation, and then pay the words We are in the middle of the month and the end of the month twice agreed to report the application Should involve follow-up compensation issues, trouble to provide the following information, logistics single number and delivery address of the shopping screenshot.
【Case 5】"Premier League Haitao" was accused of charging a handling fee when canceling an order without prior prompting
On June 23, Ms. Jin of Anhui Province complained to "Telegraph Bao" that she purchased six cans of British Aita Platinum Edition of 1-stage milk powder at Premier League Haitao on June 22, 2020, with a total amount of RMB911.41. Due to the purchase error of the number of segments, the application for cancellation of the order, customer service informed the cancellation of the order to charge a service fee of £50. In the process of purchasing the product, Ms. Jin told the notification letter that did not prompt or require the customer to confirm that the cancellation order would be charged a handling fee, and the service fee was charged when applying for cancellation.
In this regard, "Premier League Haitao" gave feedback to "Telegraph Bao" that it has replied to customers without charging fees and full refunds.
Fourth, the 2021 national cross-border e-commerce consumption rating list was released
In the "2021 National Cross-border E-commerce Consumption Rating List", the platforms that have been "recommended to place orders" are Xiaohongshu, Haitao No. 1, Dolphin Home, Yang Wharf, and Haihu Haitao; the platforms that have been "cautiously placed" have Siku; the platforms that have been "not recommended to place orders" are Koala Haibao, Amazon, etc.; the platforms that have been "not rated" are AliExpress, Germany's w home, Tmall International, etc.