Why do online game online game reward disputes occur frequently
Statistics from Beijing Sunshine Consumer Big Data Research Institute show that from January 1 to May 26, 2020, 2072233 pieces of public opinion information about online courses, online games and online rewards were monitored. Among them, online games have the highest proportion of negative public opinion, reaching 53.49%; followed by online rewards for public opinion information, negative public opinion accounts for 40.69%; online course negative public opinion accounts for 33.75%, which is also not low.
There are also some live broadcast platforms that even promote online games under the guise of free education. Recently, live broadcast platforms such as Huya and Douyu were exploded to borrow “free online lessons” to promote online games to students.
In the past six months, there have been more than 2 million "voices" by the media and users. Why are there frequent disputes about online courses, online games and online rewards?
More than half of online course refund disputes
Among the 352,259 negative online course information, 186,432 refund disputes, accounting for 52.92%; followed by vomiting about service quality, accounting for 15.24%; and then, the most worried about the closing of the road, 47,353, accounting for 13.44%. A reporter inquiring about Black Cat's complaint also found that there were 984 complaints about online course refunds.
"In general, the online course issues during the epidemic mainly focused on training outside the school." Chen Yinjiang, deputy secretary general of the Consumer Law Protection Research Institute of the Chinese Law Society, said that public opinion information indicates that the epidemic and other factors have superimposed on the impact The negative public opinion information of education and training outside the school has obviously increased. In addition to the problems of false propaganda, poor quality of education, and dissatisfaction with class effects, the epidemic situation also increased the changes in class format, class time, and even the class teacher. Regardless of whether the contract is cancelled or changed, it will eventually involve a refund. Therefore, from the perspective of public opinion data, online courses have the most public opinion information on refund disputes, more than half of the total online public opinion information.
Compared with out-of-school training, the negative public opinion of the school curriculum is relatively small. In addition to the inconvenience of using some class software, unstable network speed, and too long online eye time, there are also pages or entrance links to individual class software, which may mislead students into online games or live rewards, giving students normal learning And physical and mental development brings security risks.
Chen Yinjiang believes that the key to standardizing off-campus training is to improve relevant laws and regulations, clarify the supervisory responsibilities of relevant regulatory authorities, and truly implement the supervision and management of off-campus training issues, so that the education and training industry can adopt a prudent and inclusive policy Rapid growth in the environment, and can standardize development on the business track of integrity and law. At the same time, when using live broadcast software for distance teaching, schools should also ensure the safety of the class software to ensure that the class software is easy to operate and safe to use. At the same time, it will avoid too long online courses, which will affect the learning effect and physical and mental health of students.
Serious game addiction and induced recharge
In April this year, the Hunan Yueyang Consumer Council urgently requested support from the Shenzhen Consumer Council in the WeChat group of the National Consumer Council System: Uncle Gao in his jurisdiction over 60 years old is a low-income family. 'S son suffered from nasopharyngeal cancer after divorce and was hospitalized for a long time. His three children were all raised by the second elder.
Unexpectedly, from June 2019 to April 2020, during the online class of grandson 14 at the age of 14 in the second grade of junior high school, I used my grandmother’s mobile phone to recharge online games without parents’ knowledge, and recharged more than 200 times. The amount is up to more than 44,000 yuan, most of which are recharged to Tencent's "Glory of the King" and other games. With the intervention of the Shenzhen Consumer Council, Tencent returned RMB 33,546.92.
Playing online games while online classes is not an exception. Ms. Chen of Nantong, Jiangsu Province, had disputes over refunds with a platform due to this behavior of her children. The children in the seventh grade transferred more than 30,000 yuan to a live broadcast platform for the purchase of game equipment and rewards. Since this time, the child has used her mobile phone for online lessons, but took the opportunity to spend on the live broadcast platform.
Public opinion data shows that the refund dispute has become the main problem of online games. Of the 423,487 negative online game messages, 163,448 refund disputes, accounting for 38.60%, have accounted for nearly 40% of the negative public opinion of the entire online game. The second is indulging in games, title deductions, induced recharge and fraud traps.
On the Internet, reports of disputes over game refunds for minors are not uncommon. According to the Survey Report on Minor Games Recharge and Live Rewards released by the Consumer Protection Commission of Jiangsu Province in April this year, a survey of 9 mobile game apps found that 3 mobile game visitor models can be directly recharged; 9 games are available By logging in through another account, real-name authentication flows in the form; after the real-name authentication of the 4 game minors, the recharge amount is not limited; the refund process for the recharge of the minors is complicated, and only 2 games have been successfully refunded.
If the problem of online games encountered by adults can be solved by safeguarding their rights in accordance with the law, then the problem of online games by minors should indeed attract more attention from society. The self-discipline ability of minors is weak. Whether it is school coursework or out-of-school education and training classes, network electronic equipment is generally used. In addition, some online game companies only focus on pursuing economic interests and ignore their own social responsibilities. Even deliberately induce minors to recharge, leaving minors indulging in online games.
Chen Yinjiang suggested that online game companies should be regulated and urged to actively assume social responsibilities, operate in good faith and abide by the law, and actively take effective measures such as game grading, real-name authentication, and face recognition authentication to limit the recharge amount and login duration of minors, especially not to fight. Under the guise of free education, promote online games, and at the same time try to simplify the refund process, and protect the legal rights and interests of minors according to law.
Online rewards become a high-risk zone
According to the latest data released by the China Internet Network Information Center, as of March 2020, the number of live broadcast users reached 560 million, that is, 40% of my country's people and 62% of Internet users are live broadcast users. In addition to live concert live broadcasts, reality show live broadcasts, game live broadcasts, and sports live broadcasts, there are more and more live broadcasts of daily life scenes such as learning, consumption, and pan-entertainment.
Especially during the epidemic, when there are more people watching the live webcast, online rewards have become a high-risk area for disputes. Among 96,324 negative online reward messages, 48,776 incentive rewards were accounted for, accounting for 50.64%; impulse rewards were 14,726, accounting for 15.29%; vulgar content was 7,851, accounting for 8.15%; fraud traps, 5,389, accounting for 5.59%; 12579 refund disputes, accounting for 13.06%.
A certain platform has a significant reminder on the live page, prompting that prohibition of induced rewards. However, judging from the user's complaint report, the incentive reward has not been well contained.
According to the reporter, most of the live broadcast software currently has a reward function, and users can purchase gifts provided by the platform by binding WeChat or Alipay to the live broadcaster. Some live broadcast platforms even require users to purchase virtual currency to watch the live broadcast. Many netizens spend a lot of money for their favorite anchors. Some underage students are secretly spending tens of thousands of yuan to enjoy their favorite anchors while their parents are not paying attention.
However, at present, the supervision of live webcasts is only limited to the review and governance of live broadcast content. For example, when investigating and punishing the content of webcasting, there are value-oriented errors, vulgar obscene pornography, feudal superstitions, etc. In terms of rewards, there is still a lack of effective guidance and standardized response. Although some live streaming platforms stipulate in the recharge agreement, users who are 18 years old or 16 years old and rely on their labor income as the main source of living can only reward, but in actual operation, users only need to bind the mobile payment method. You can recharge your rewards without real name authentication and identity verification.
The guidance issued by the Supreme People’s Court recently stipulates that persons with limited capacity for civil conduct who participate in online games or live rewards without the consent of their guardians shall pay money that is incompatible with their age and intellect. The guardian’s request for the refund should be supported. This is a positive step towards protecting the legitimate rights and interests of minors. But in the long run, we still need to work hard to improve the efficiency of online courses, and set up a "firewall" between online courses and online games, through strict verification of user identity, restrictions on minors' recharge and rewards, and control of login duration. Solve the problem of minors indulging in online games and blind rewards. (Economic Daily·China Economic Net reporter She Ying)