Some unverified complaints are directly released to the public, but e-commerce companies that have been repeatedly complained are listed as high-quality merchants
　　. Why are they "complained" as a third-party complaint platform for consumer rights?
　　A person in charge of e-commerce said that individual platforms may selectively expose businesses and even take the opportunity to make profits

　　As online shopping becomes a part of consumers' lives, related consumer disputes are increasing. In recent years, third-party complaint platforms have emerged, and more and more consumers choose to use third-party complaint platforms to complain about their rights.

　　However, a reporter from the Workers’ Daily found that behind the continuous increase in the number of complaints from third-party complaint platforms for rights protection, there are also many malicious complaints, false complaints, and even the phenomenon of making profits through complaints. As a result, the reputation of many legally-operated businesses has been damaged. After fermentation through the Internet, they will face greater social pressure. In addition, some merchants who have been repeatedly complained but have not been effectively resolved and suspected of selling fake goods have been identified by the complaint platform as providing high-quality services. For this reason, many consumers and businesses have expressed dissatisfaction with some third-party complaint platforms, and related content has also been reported in the media, which has attracted attention.

　　The content of the complaint was not forwarded to the merchant for direct release

　　Black Cat Complaints is a consumer service platform owned by Sina. Its website shows that as of the end of July 2020, the platform has received a total of more than 2.36 million valid complaints from consumers and nearly 180,000 valid complaints in July.

　　Zou Jian (a pseudonym), the person in charge of an e-commerce company, told reporters that the complaints reported by users to Black Cat were not directly passed on to them. When they saw it, many complaints had been directly turned into news and forwarded by other WeChat public accounts and online platforms.

　　The reporter then browsed Sina.com and found that in its Hubei-Information column, there was a piece of news: "Netizens complained to Dahe Ticketing.com: Concert tickets cannot be refunded." The complainant stated that at the beginning of the year, he bought two tickets for Andy Lau's Wuhan tour concert on Dahe Ticketing website, but the concert was cancelled due to the impact of the epidemic. I initiated a refund on the ticketing website, and I haven't received the money for more than half a year, nor can I contact the customer service.

　　This kind of consumer complaint form as news can also be seen on Sina Weibo.

　　In this regard, Chen Zhongyun, a professor at China University of Political Science and Law, said that it is improper for the user complaint form to be directly converted to a news release because the complaint may be malicious or false. After verifying the complaint, it is safer to publish it as a press. If after the news is released, it causes greater social repercussions, but in the end it is confirmed as a malicious complaint, it will cause adverse consequences. In this process, businesses have to deal with public opinion crisis, and corporate reputation will also suffer. Some self-media and public accounts are eyeballs of bloggers and often like to forward such news and exaggerate them.

　　The reporter learned that online complaints are indeed false. On July 13, the report issued by Didi Shunfeng Motor showed that since the trial operation was resumed on November 20 last year, a total of 216 safety complaints from users about in-vehicle disputes have been received, of which 45% are false complaints.

　　Some businesses are well versed in the "routines" of the red and black lists

　　Black cat complaints are ranked weekly, monthly, and quarterly, and the red and black list is announced. The red list is a ranking of high-quality businesses that effectively handle complaints, and the black list is a ranking of irresponsible businesses. The rankings of the red and black lists are mainly scored by multiple factors such as "effective complaints", "response amount + confirmation completion amount", "response time" and "initial allocation time".

　　The black cat complaint platform stated that the red and black list can provide data reference for consumers on the one hand, on the other hand, it is also a praise for companies that provide high-quality services and exposure to irresponsible businesses.

　　The reporter's investigation found that some companies were repeatedly reported and complained by consumers, and the problems were not dealt with, but they were identified as high-quality businesses and entered the red list, which made some consumers quite dissatisfied.

　　Shao Jing (pseudonym), who lives in Chaoyang District, Beijing, told reporters that when an e-commerce shop was shopping, the merchant promised to ship the goods within 24 hours, but the goods were still not shipped after 5 days of shopping. Finally, she suddenly refunded her and deducted 10 yuan . Shao Jing filed a complaint on the Black Cat platform and received no response. But after a while, the status of the complaint shows "completed".

　　The reporter also found a lot of content about the e-commerce company not handling complaints on the Internet, but the e-commerce company is still in the red list.

　　In response, Wang Xiaoming, a lawyer at Beijing Deheheng Law Firm, said that some businesses are well versed in the "routines" of third-party complaint platforms. As long as you respond positively to a sentence on the template, you will bet that users who complained will be disappointed with the complaint platform and will not come up to follow up and reply. After a period of time, the complaint status will be "completed", and then you will be one step closer to the red list.

　　An e-commerce person in charge told reporters that although most third-party complaint platforms are known as “fair, just, and unprofitable,” the background of their platforms may often lead to selective exposure of businesses and even opportunities for profit-making. Happening.

　　Wang Xiaoming believes that the third-party complaint platform has indeed played a role in supervision and safeguarded the legitimate rights and interests of many consumers. However, the qualifications of each platform are different, and there are loopholes in the regulation, which urgently need to be regulated by the relevant departments. If there are violations of laws and regulations on the third-party complaint platform, business operators and consumers can report in accordance with the law. Relevant regulatory authorities shall further regulate the operation order of third-party complaint platforms on the basis of protecting the legitimate rights and interests of consumers.

Liu Bing

Liu Bing