Chinanews Client Beijing March 14th: "I have been working with Olay customer service for half a month and haven't invoiced me yet"

Author Zuo Yukun

"The act of asking for an invoice is legal and compliant. I don't understand why Olay can be dragged from February 27 to the present day and is still playing" Tai Chi "with me. As a consumer, I even have difficulty getting an invoice. Netizen porridge asked the customer service of Olay's official flagship store to reissue the invoice for the 2018 order. No results have been received since February 27.

The "3.15" consumer rights day is approaching, and many consumers report that it is difficult to issue invoices at Tmall official flagship stores of brands such as Olay.

"No progress after filling in the invoicing link"

Congee is an earlier group of consumers who requested invoices. At the beginning, Olay customer service responded that the order in 2018 had timed out and could not be issued. Later, she realized that no matter how long ago the order was entitled to the invoice, she urged the customer service again.

"On March 4th, Olay's automatic response customer service gave me a link to issue an invoice. I repeatedly filled in from 4th to 10th, and I didn't see Olay's invoice from the background of my invoice." Congee recalled.

Invoice link provided by the merchant. Photo courtesy

Consumer Xiao Liu also said: "I asked Olay's official flagship store for three orders from 2017 to 2018 on March 1st, and the customer service responded very slowly and did not respond with any valuable information. I ca n’t open it, or Don't say when it will open, just let me wait . "

On March 3, Xiao Liu found Taobao (Tmall) customer service Xiaomi involved in processing. After returning to Xiaomi, I went to Olay customer service, but after Olay customer service asked her to register some information, she still didn't promise when to issue an invoice .

Consumers found customer service Xiaomi involved in processing. Photo courtesy

On the afternoon of the 3rd, Xiao Liu also received a call from Taobao's customer service to inquire about the progress of the incident. She thought that she could get the result soon, but she still couldn't do it. On March 4, Xiao Liu urged Olay's customer service again, and the customer service automatically responded to a link for her to register. Xiao Liu registered again, but no matter how she asked afterwards, the response was as soon as possible, allowing her to wait patiently.

"I don't require that I have to open it within a day or two, but the merchant can't even answer how long it can be opened." Xiao Liu said.

The merchant is unable to provide a specific invoicing time. Photo courtesy

It is not difficult to search for feedback on related issues on Weibo. "Customer service can't read back, always auto-reply" and "fill in the information in the invoicing link but no progress" are the main problems reflected by consumers.

"Invoicing must provide real name and details?"

"After I urged, the customer service began to ask me to provide my real name, real address, and contact phone number." Porridge said in an interview, "Although I don't know much about this aspect, but through Weibo science popularization, I know that the individual is looking up Invoices do not need to fill in this information. It is also dangerous to expose personal information on the Internet, so I did not provide it to customer service. "

Consumer Su Su was also asked by the merchant to provide his real name and complete personal information. Unlike Porridge, Su Su informed Olay customer service of her real name, but still could not receive a reply . Su Su was unwilling to talk more about this, because she heard that some information was leaked, and she was now afraid.

The merchant requires complete personal information. Photo courtesy

In response to the question "Do you need a real name to invoicing" that keeps consumers and merchants constantly entangled, Zhongxin.com called the 12366 tax service hotline, and the response from the 12366 customer service staff was: When opening a personal invoice, you only need to fill in "personal" You can issue an invoice .

"If the merchant keeps asking for the real name and detailed information, the consumer can reject it. Providing the word" individual "can be issued normally, there is no need to provide the real name to issue an invoice." 12366 customer service staff said.

So why do businesses always want consumers to provide their real names? Wang Weiqing, an academic committee member and director of the China International Taxation Research Institute, told China News Network: "From the perspective of tax law, no matter whether it is an entity or an individual, whoever buys something, the invoice must be issued to the person. Unless the buyer does not need an invoice, the seller can declare it. Non-ticket income (and not taxing without invoicing, which is tax evasion). This is also the reason why the seller insists on real-name invoicing, otherwise it may face the risk of inspection by the tax bureau.

"In principle, invoices must be real-named. Of course, electronic invoices are now issued, and the names are entered by yourself. You cannot control whether the real-name invoice is issued or not." Wang Weiqing said.

"The desired invoice was not completed, but I received an invoice request for another order"

"I saw on the Internet that someone said that they could check the progress of the invoicing at" Taobao-Ali Invoice-Invoice in Application ", but after clicking in, they found that the order shown was not the one I applied for, but another product." Consumer Mumu said.

On March 4, Mumu applied for an invoicing from Olay customer service, but found on March 8 that he clearly applied for "Olay sunscreen worth 119 yuan purchased at Olay's official flagship store in May 2019". I don't know what For this reason, the invoice application turned into “earphones worth 19 yuan purchased in August 2018” .

"Extra" invoices. Photo courtesy

Mumu consulted the customer service of the headset. The customer service said that she was not clear and suggested that she can contact the customer service of Taobao platform. Mu Mu immediately consulted Taobao's customer service. After submitting the questions in accordance with the requirements, Taobao came to give phone feedback in the afternoon and asked her to wait for Olay's phone to handle the invoice. However, as of press time, Olay had not contacted her.

In the process of applying for invoicing, Porridge also found three more records of invoices that it had never applied for in its “Invoice in Application” section. She asked one of the customer service customers for an order that occurred in February 2019, and the response was "the invoice will be automatically applied for by default when purchasing a product, and it will appear in the" invoice in application "when you do not actively find the invoice from the store. column."

"Extra" invoice customer service explanation. Photo courtesy

"So it seems that I filled in the billing application so many times, Olay may still not invoice me." Porridge said.

Consumers Association experts: Consumers request invoices, operators must issue

"Consumers require invoices and operators must issue them." Qiu Baochang, a member of the Expert Committee of the China Consumers' Association, told China News. Article 22 of the Consumer Rights Protection Law clearly stipulates the issue of invoices. Relevant national regulations or business practices issue shopping vouchers or service documents to consumers.

Regarding whether the merchant should provide paper invoices or electronic invoices, Qiu Baochang believes that the provision of electronic invoices by merchants does not violate the legal provisions: "Article 14 of the" E-Commerce Law "stipulates that e-commerce operators should issue paper invoices in accordance with law when selling goods or providing services. Or shopping vouchers or service documents such as electronic invoices. Consumers requesting shopping vouchers or service documents such as invoices have the same effect as paper invoices. "

Data map: electronic invoice. Photo by Tomita

Platform response: the merchant has been coordinated to co-operate

Regarding the recent consumer concentration requirements for platform Olay and other brand merchants to issue order invoices, Tmall platform indicated to Zhongxin.com that it has been concerned and urged sellers to pay taxes and invoices in good faith in accordance with the law, and coordinated tools such as Tmall invoice platform for merchants. Help improve invoicing efficiency.

According to the platform, consumers apply for an invoice before the transaction is completed. Merchants need to complete the invoice within 10 days after the transaction is completed: complete the electronic invoice online return or send a paper invoice, and fill in the invoice information and delivery note online number. The time when the merchant sends the invoice is the time when the merchant enters the courier number.

" Consumers submit invoice applications through Tmall's" Invoicing "process after the transaction is successful, then the merchant must complete the electronic invoice online return or send a paper invoice within 10 days after the application date, and fill in the invoice information online And delivery note number. The time when the merchant sends the invoice is the time when the merchant enters the courier note number. "

"However, due to the large number of consumers, and some consumers wanting to issue paper invoices and other requirements, the speed of merchant invoicing cannot meet consumer expectations." Tmall said, "After receiving complaints from consumers, the platform is active. Respond to follow-up, coordinate businesses to deal with it, and protect consumer rights and interests. Consumers are expected to give understanding and support. "(End)