As a result, the seller canceled the order and returned the payment without consulting with the consumer, and the Taobao platform had no contract spirit of consumption experience, which made it difficult for Ms. Guo, a member of 88VIP, to accept.
At 10:08 on April 24, Ms. Guo, who lives in Huiji District, Zhengzhou, snapped up two Huawei P70 series mobile phones and completed the payment at the official flagship store of Taobao Huawei. At noon the next day, Ms. Guo suddenly received two refund text messages, so she immediately opened Taobao to check and found that the order had been canceled for no reason, but before, she had not received any notification from the Taobao platform or Huawei's official flagship store.
Ms. Guo said that the Huawei P70 she was waiting for to buy was refunded after completing the payment, but the reason given by Taobao's manual customer service was only vague "there is a risk of abnormal transactions", and said that the problem was "automatically verified by the system". Ms. Guo reluctantly said that although she was a "noble" 88VIP member, not only did she not receive "extra care" from the Taobao platform, but she could not even guarantee her basic shopping needs, and she was angry.
"This kind of thing, I also encountered it for the first time on Taobao, I heard that other e-commerce platforms will not send mobile phones after placing orders, but I didn't expect that my 88VIP members can also be closed orders. Ms. Guo said that after experiencing a chargeback, she sought help from the community owner group and found that a neighbor had the same chargeback situation as her. "Later, I searched on social platforms such as Xiaohongshu and Weibo, and found that there are many similar situations. ”
So, on the morning of April 26, Ms. Guo called the exclusive customer service number of 88VIP members, and the other party said: "I feel that it should be a problem with the merchant, it may be that the merchant has transaction risks, Ms. Guo should have no problem as a high-quality member, and the consumer should be informed in advance before closing the order." The customer service said that the question will be submitted to the department in charge of account issues and will be answered within 24 hours.
About 1 hour later, Ms. Guo received a call from customer service. The other party said that after testing, Ms. Guo's account is not risky, but because after the merchant creates an order, it needs to upload a "check code" containing information such as the delivery address to the platform, and the other party said, for example, "For example, if someone in the same community is also creating an order at the same time, the system will have a certain probability of failure to identify or garbled characters, and then it will automatically determine the risk and make a decision to close the order." The customer service said that Taobao would try its best to improve the system to reduce the occurrence of such things, and at the same time suggested that Ms. Guo change the address and place a new order.
In response to this explanation, Ms. Guo said that the Huawei P70 Pro+ she was about to buy was out of stock at the merchant. "Will there be this kind of problem of closing orders in my account in the future?" Faced with this problem, the customer service said that he could only try his best to improve, but he did not dare to guarantee that this phenomenon would be eliminated.
On the evening of April 26, Taobao customer service called Ms. Guo again, explaining that the reason for closing the order was because of the purchase restriction policy. "There are two forms of purchase restriction on the platform. One is that before placing an order, the shopping interface will display the word purchase limit, and the other is that after the order is submitted, the background system will recognize that the purchase limit is exceeded, and the order will be closed. The customer service said that it was because Ms. Guo ordered two mobile phones at one time, which led to a violation of the purchase restriction policy.
Ms. Guo's shopping experience is not unique, on April 26, the reporter learned through the query of the black cat complaint platform that a total of 10,743 related complaints were found with "Taobao closed orders" as the search term.
One of them was written on April 11, and a user on the black cat complaint platform said: "After placing an order, the order was canceled by Taobao's 10 billion subsidy platform for no reason, and it has happened many times, and each time the customer service either said that the purchase was restricted or the transaction risk asked me to place a new order, but it was still canceled after the new order." The Black Cat consumer service platform shows that the complaint has been reviewed and assigned to the merchant, and the merchant is currently processing.
Another complaint on the black cat complaint platform was written on April 23, and the user said: "I have been rushing to buy Huawei mobile phones in Taobao Mall for several days without success, and yesterday I finally succeeded!
Editor-in-charge: Wang Shidan | Reviewer: Zhang Yipeng | Review: Li Zhen | Supervisor: Wan Junwei