[#Customized bracelets in the live broadcast room suffered false delivery and merchants closed stores#, Taobao: Will strengthen business optimization] Recently, Ms. Cheng, a consumer, reported to the surging quality concept complaint platform that on April 8, 2023, she took a fancy to and placed an order for a custom jade bracelet of 4970 yuan in the Taobao live broadcast room. At around 20 o'clock on the same day, Ms. Cheng checked the physical photos provided by the seller under natural light, and found that they did not match the characteristics advertised in the live broadcast room, and questioned the store's customer service and asked for a refund, but the seller did not agree to a refund. Subsequently, Ms. Cheng complained to Taobao's official customer service about the matter and asked the seller to return the goods for a refund. The other party said that it would contact the seller to verify the situation and coordinate.
The next day, the customer service said that the complaint application was not approved, and the customized goods were not returned or exchanged in accordance with the rules of the platform and the transaction was closed. Ms. Cheng did not agree with the result. In the evening of the same day, Ms. Cheng found that the order status showed that it had been filled, and the transaction time was April 9, 2023. Ms. Cheng complained about the false delivery of goods by the merchant, but she appealed to no avail of many times.
On January 3, 2024, The Paper contacted Taobao's official customer service, and the other party said that a commissioner would be sent to follow up and verify the incident. On January 6, Ms. Cheng reported to The Paper that the merchant had closed the store and "ran away"; Taobao customer service said that there was indeed a problem with the customer service who handled the matter at that time to directly pay the merchant, and the customer service specialist has now left the company, and will strengthen the optimization and improvement of the business in the future, and the money cannot be judged and processed now. Web Links
