Ms. Zhu was on September 15th when inquiring about Alipay bills, found that there is a 22 yuan deduction from the Apple store, asked Apple to learn that it is iQiyi's membership fee, Ms. Zhu, who has never used iQiyi APP, raised objections, Apple customer service said that Ms. Zhu can inquire about the deduction order, every time there will be a notice, do not know a check frightened, Ms. Zhu found that in the past 5 years, such a deduction has actually had nearly a hundred times.
Ms. Zhu saw in the Apple Store that iQIYI has been deducting various membership fees: such as monthly, quarterly, annual, and repeated purchases, iQiyi, Tencent, NetEase and other websites have nearly 100 bills, and the preliminary estimate involves thousands of yuan. The solution to the problem is not easy:
Ms. Zhu said in the Shanghai Radio "Haibo Hotline": "Consult Alipay, feedback that they are just paying software, turn off the automatic deduction, and then will not be deducted." Previously, the Apple Store was charged, and it is recommended to find Apple to deal with it. Consulting Apple, Apple said they were just platforms and the money had been paid to iQiyi in the Apple Store. Apple customer service can be more tossed, A said that I need to provide all the order numbers, I spent a whole night in the Alipay payment record nearly a hundred lists sorted out one by one, customer service B and told me that there is no need, she has. ”
Soon Ms. Zhu received a text message from iQiyi: The current results of the handling of the problem are as follows: Hard work you apply for a refund through Apple's refund software, and the specific result is subject to Apple's review. But Ms. Zhu logged in to Apple and found that only the last two payments had a channel to apply for refunds.
"I just want to find out, even if iQiyi's background query shows me logging in and watching for a minute, I admit it."
In this regard, Shen Weimin, a public interest lawyer of the Shanghai Municipal Consumer Protection Commission, believes that consumers' expenses are related to Apple, and on the issue of after-sales, Apple and iQiyi, the two major service providers, cannot blame each other. He said that for "zombie users" who have not used the service for a long time, whether the payment platform can "push the statement regularly" or "send a renewal request" to let the user confirm, so as to better protect the rights and interests of consumers.
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Taking iQiyi as an example, the payment page has the option of automatic renewal of continuous monthly subscription and individual monthly subscription, but the first plan is automatic renewal every month, and single-month members who do not automatically renew are ranked last. It is worth noting that in the continuous monthly subscription, the huge yellow font shows 6 yuan / month, and at the bottom there is a line of small characters that reads: "The next month renewal fee is 22 yuan". Other APP is also the same, the first month of the opening price and the next month price gap is very large, to the first month of low price in exchange for users to open a continuous subscription.
If the consumer directly scans the QR code on the page to pay, it means that he agrees to the "Continuous Monthly Service Agreement". Click on the "Continuous Monthly Service Agreement", which explains that the user authorizes the website to automatically deduct money from the balance of the third-party payment account and bank card bound to the member account when the membership validity period is about to expire, without user operation, and the automatic renewal is mostly indefinite, that is, as long as the user does not terminate, it will continue forever.
Paying money is to enjoy the service, and for "zombie users", they are charged for not enjoying the service, which is obviously not in line with the principle of fairness.
Auto-renewal is non-refundable?
No, there are service providers abroad that agree to modify the automatic renewal rules. After the UK regulator opened an investigation into "member auto-renewal", both Sony and Nintendo agreed to modify the auto-renewal rules. Sony has agreed to contact users who haven't used membership services for a long time to remind them how to unsubscribe. Even if the user does not cancel, but does not actively use, Sony will actively stop paying.
Nintendo has also made adjustments, and Nintendo Switch Online requires users to manually renew after logging in.
Microsoft promised in January that it would clearly display information about Game Pass, including prices, how to cancel and refunds.
Users like Ms. Zhu, whether it is Apple or iQiyi and other platforms should actively investigate and respond, first of all, to eliminate the confusion of how users open members, and secondly, to come up with the actual use list, which is not a problem in technology. If the user does not know the illegal opening of the account, it should be stopped immediately and refunded the fee, if the member opens no problem and the user forgets, we put forward a few suggestions:
1. In addition to sending a notice for each deduction, the payment platform should take the initiative to push past bills to users on a regular basis (such as 3 months, 6 months), so that users do not have to look for them in countless lists, which is more convenient to check and remind;
2. If it is found that the user has not used it for a long time, the service provider shall return to visit to inquire about the specific reasons, improve the quality of service, and confirm whether to continue to purchase the service on the renewal of the membership fee;
3. For users who have never used or cancelled their subscriptions in 12 months or even 24 months, whether the service provider and payment platform can actively stop collecting payments and require users to reconfirm the renewal subscription.
For issues related to the automatic renewal of APP, under the circumstances that Article 18 of the Measures for the Supervision and Administration of Online Transactions has been clearly stipulated, if consumers find that they have been automatically renewed without their knowledge, they should promptly appeal the relevant circumstances to the renewal platform and apply for a refund of the fee. If it is not effectively resolved, it is necessary to retain evidence that the APP has not timely notified the renewal or cancellation procedures, and complain to the App Store and the market supervision department about the relevant situation.
Charging "memory tax" is the most common routine of automatic renewal, and we would like to know whether the e-commerce platform that has implemented "automatic renewal" can publish the total amount and proportion of "zombie powder" automatic renewal. Instead of calculating how to make consumers "automatically renew" through the routine, without replying to the real situation of renewal in five years, it is better to increase stickiness by providing quality services and experiences, so that consumers are willing to pay money.