"The whole sugar is so bad that I can't speak", "The three-point sugar and the seven-point sugar taste are as sweet as the taste", "The normal sweetness is still very sour...... With the arrival of the summer vacation, the demand for beverage takeaway is strong, but different businesses have different production standards and different consumer taste preferences, and the controversy and bad reviews caused by "the taste of the drink does not meet expectations" on Meituan takeaway are gradually increasing.
In June this year, a user ordered a cup of passion fruit drink with less sugar after drinking, and after drinking it, he thought that the sweetness was too high, leaving a bad review that "sugar doesn't cost money". The merchant then replied under the comment, saying that the purchase details page prompted "less sugar is eight points of sugar", and there were options of "three points of sugar" and "no additional sugar" to choose from, so it was considered that the problem of the user's order error was initiated and the dispute of the bad review was initiated.
In order to better resolve disputes between such users and merchants, and further improve the rules for displaying disputed negative reviews, Meituan's Rules Chamber recently launched a discussion on whether the bad reviews are reasonable because the merchants provide drink flavor choices, but the customers still don't fit the tastes, to collect opinions from all users.
During the event, more than 130,000 reviewers participated in the opinion voting and expressed their opinions, of which 74% chose "unreasonable negative reviews". More than 8,000 users agreed with a reviewer who said that "customers have the right to evaluate, but the taste of the drink is their own choice, and in the end it does not meet expectations and the bad reviews are unreasonable".
In 2021, in order to protect the rights and interests of users to evaluate reasonably and avoid merchants from being affected by unreasonable negative reviews, Meituan launched a public review mechanism, the Xiaomei Jury. If there is a dispute between the user and the merchant and it is difficult for the platform to judge, the enthusiastic public, the user and the merchant can sign up as a reviewer to judge according to the materials provided by both the user and the merchant, and vote on the disputed issue.
On this basis, the Meituan Rules Chamber will regularly integrate the concentrated issues found in the process of Xiaomei's jury and platform governance, initiate discussions and votes on relevant topics, and improve or iterate the platform rules with reference to the results. Since the launch of the product, Meituan's Rules Chamber has launched three sessions of topic discussions, with a total of more than 200,000 users participating, and the voting results have been included in the platform's governance reference.
Xue Jun, a professor at Peking University Law School, once said that platform enterprises are the builders and operators of the digital space, and therefore assume important management responsibilities. The formation of a good platform ecological mechanism is not only the responsibility of the platform, but also requires the participation of multiple parties. The establishment of a public review system by the platform to collectively judge and vote on negative review disputes between merchants and users is a good example of public participation in the co-governance and co-construction of the platform.
The relevant person in charge of Meituan Takeaway said that the platform cherishes every real user review, and whether it is good or bad, it will urge the platform and merchants to make progress, so as to provide users with better services. At the same time, Meituan Takeaway will continue to build a public review system, listen to the opinions of all parties, continuously improve the platform rules, optimize platform governance, and jointly build a good food delivery ecosystem.
Text: Mao Xinhui
Editor: Wen Xiting
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