Ms. Lu from Gansu recently placed an order to buy a TV set on Xianyu.com, but before receiving the goods, the merchant deducted nearly 10,000 yuan from the goods. What was even more surprising was that Ms. Lu found no such number when she inquired about the invoice number provided by the merchant before, and then the merchant could no longer be contacted. Ms. Lu thought that she had encountered a scammer, but she reported to defend her rights in many ways, but there was no result.
Screenshot of the transaction webpage Courtesy of the interviewee
A woman in Gansu bought a TV set online for nearly 10,000 yuan, but the merchant did not deliver the goods after being deducted from the payment
Ms. Lu is a native of Lanzhou, Gansu Province, according to her, on January 21, 2024, in order to configure a TV for her son's marriage, she placed an order on Xianyu Online with a merchant called "Electrical Appliance Factory Direct Sales", and spent 9,700 yuan to buy an 85-inch Sony TV, but she didn't expect the merchant to delay delivery, "I communicated with the merchant on the platform, and the merchant said that the express delivery was in the order at the end of the year." Ms. Lu said that there is a rule on the Xianyu platform that it will automatically confirm the receipt and deduction within 10 days, so two days before reaching this point in time, Ms. Lu also contacted the merchant to confirm whether the goods were delivered, and the merchant once again said that the goods would be delivered within 4 days.
"I was so busy with other things in those days that I forgot to keep an eye on it, and it turned out to be outdated. The platform automatically confirms the receipt of the goods and deducts the payment to the merchant. Ms. Lu said that she did not receive the purchased TV, so she negotiated with the merchant through the platform many times, but the merchant almost did not reply, and then, Ms. Lu asked for the express tracking number from the merchant, "but I called the courier company directly to check the tracking number, and the courier company replied that this number did not exist after inquiry." ”
Photo courtesy of the interviewee
There was no progress in protecting the rights of buyers, and the Xianyu platform refused to provide information, saying that it would protect the privacy of merchants
Ms. Lu said that after contacting the merchant many times to no avail, she called the Xianyu platform to report the matter, "but I report every day that the platform has been pushing back and forth and not solving, and they also said that they could not contact the merchant." Ms. Lu said that because the merchant no longer replied to her, she then asked the platform to provide the contact information of the customer, and she contacted and negotiated on her own, "but the platform said that it wanted to protect the business information and refused to provide it." Ms. Lu believes that there are various indications that the merchant may be suspected of online fraud, but the platform just does not provide contact information.
Photo courtesy of the interviewee
Unable to defend her rights through the platform, Ms. Lu turned to government functional departments for help, "I called our 12345 in Lanzhou, but the staff said that I could not provide the location of the business, so there was no way to deal with it." Ms. Lu said that she also called the police in Lanzhou, and the local police contacted the customer service of the Xianyu platform through Ms. Lu's mobile phone to coordinate the other party to solve it as soon as possible, but did not file a case. Ms. Lu said.
Xianyu responded that the platform will help buyers recover losses, but there is no enforcement method for merchants who do not cooperate
So how does the Xianyu platform characterize Ms. Lu's online shopping dispute, and what is the solution? On February 6, a reporter from Huashang Daily Gale News called Xianyu.com to find out.
"Did you buy a product, and the system automatically confirmed the receipt after timeout?" After confirming Ms. Lu's order and Xianyu account information provided by the reporter, the staff of Xianyu.com inquired about Ms. Lu's order, and said that Ms. Lu had indeed successfully submitted a report, and the system showed the status of "still processing".
Regarding the question of whether the merchant is a regular merchant of the Xianyu platform, the staff member said that the merchant is a merchant who has undergone real-name authentication, and at present, Ms. Lu's report has been submitted, and if the review report is established, the platform will contact the merchant to help Ms. Lu recover the loss, if the merchant does not cooperate, the platform will control the merchant account, put pressure on the merchant, and promote it to return the buyer's loss as soon as possible.
At the same time, the staff member said that the platform has no corresponding compensation and compensation, does not require the seller to pay a deposit, there is no additional deduction of arrears, and can only be punished for its account, if the merchant does not cooperate, the platform can only permanently restrict the use of its account, but there is indeed no more mandatory way to protect the interests of buyers.
As for Ms. Lu's 10-day automatic confirmation of the receipt of the Xianyu platform, the staff also made a detailed explanation, she said, regardless of whether the seller has actual logistics information, as long as it clicks on the delivery on the mobile phone, the buyer has a 10-day confirmation of receipt time, regardless of whether the buyer has received the goods, to confirm the receipt is either the buyer manually clicks to confirm the receipt of the money to the other party's account, or after 10 days, there is no operation to automatically confirm the receipt, and the money arrives at the other party's account," That is, the system times out and the goods are in the hands of the merchant."
Huashang Daily Gale News reporter He Nan editor Li Zhi
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