China News Service, November 3, according to the website of the China Consumers Association, "Double 11" is coming, and the China Consumers Association reminds consumers to beware of merchants' promotional routines.
We must be firm in our rational consumption mentality, and we must keep in mind that we must meet our needs.
Try to choose merchants with complete qualifications and high reputation for transactions.
Do your "homework" in advance and not be misled by various "fake offers" traps.
Pay the deposit carefully to prevent consumption traps.
Data map: People shop online.
Photo by China News Agency reporter Lu Ming
The China Consumers Association pointed out that with the approach of "Double 11", various merchants have launched a new round of big promotion activities, especially online merchants, launched a variety of promotional methods, so that consumers "dazzled" Dazzled".
The China Consumers Association has sorted out what it has learned about consumer rights protection during the "Double 11" and "6.18" campaigns in recent years, drawing consumers' attention to the following issues:
One is that there are many slots for live broadcasts.
In recent years, as the upgrading of online shopping consumption has accelerated, new scenarios, new formats, and new applications in the consumer field have continued to emerge.
Beginning in 2016, “live broadcast + e-commerce” has become a new way of attracting online shopping. Consumers’ attention to Internet celebrity traffic, interest in products, and awareness of experience interaction have all increased to varying degrees. More and more consumers place orders for shopping by watching live webcasts.
According to statistics, the scale of the live e-commerce market in 2019 has reached 433.8 billion yuan. The anchors' hard explanations, real experience sharing, intuitive presentation of products, and refreshing reviews make consumers happy to place orders.
Under the influence of the epidemic in 2020, the multi-industry "cloud resumption of work" and consumers' enthusiasm for "cloud shopping and cloud shopping" have increased, which has helped to promote the evolution of this model.
However, there are many irregularities behind the "glossy" live broadcast of goods, and there are some hidden consumption traps. While the sales volume continues to rise, a pile of "carriage rollover" incidents with goods anchors have also triggered many consumers. Tucao.
According to statistics, the "slots" reported by consumers mainly include: live broadcast delivery merchants failed to fully fulfill their obligation to publicize license information; some anchors were suspected of propagating product efficacy or using limit words during the live broadcast delivery process; products; Quality goods are not on the board, peddling "three noes" products, fake and inferior goods, etc.; live broadcast fan data, sales volume, and fake "killing young"; anchors lead consumers to third parties, and the platform has poor credit qualifications or lures Consumers conduct private transactions; some products are not guaranteed after sale, and it is difficult for consumers to enjoy the "three guarantees" rights.
The second is that there is more water in the preferential activities.
Red envelope activities have always been a common method for major e-commerce platforms to attract users and increase sales.
However, consumers find that sometimes these red envelope activities seem to have a lot of discounts, but they are actually very tasteless.
For example, some consumers reported that they took part in the red envelope grabbing activity on an online shopping platform and grabbed a total of more than 900 red envelopes, but the actual discount amount was less than 10 yuan, and a lot of effort was spent. In the end, there was only a sense of loss; some Merchants use tempting slogans such as "limited time buying", "explosive flash sale" and "big sale" to attract consumers to place orders. In fact, it is a routine of "rising first and then falling"; other promotions may just Certain “thresholds” are set for consumption periods, product categories, consumption amounts, etc. Consumers cannot enjoy discounts if they do not meet these thresholds.
In addition, in recent years, more and more platforms and merchants have launched a promotion model for pre-sales of goods to attract consumers to place orders in advance by paying a deposit to enjoy preferential treatment.
This pre-sale model of goods seems to be preferential, but consumers should understand the difference between "deposit" and "deposit". Normally, after the "deposit" is paid, if the consumer does not pay the balance within the specified time, the "deposit" will not be granted. Refund; if the merchant breaches the contract, the customer will be refunded twice the deposit.
Third, there are many quality problems.
The quality of goods has always been a consumer pain point in the field of online shopping and TV shopping. Since consumers cannot see the goods directly before buying, they can only understand the quality and performance of the goods through advertisements or other consumer reviews. Some illegal merchants use it. This kind of information asymmetry induces consumers to make purchases through false propaganda or false praise, and "swiping orders".
Especially during the "Double 11" and other big promotion events, some platforms and merchants will also promote in the name of promotional activities. On the surface, they will benefit consumers, but in fact they will clear inventory and even use low prices to promote their inferior products. Consumers Once the temptation cannot be restrained, it is easy to be deceived and cause consumer disputes.
Fourth, the after-sales service is highly criticized.
Some merchants pay attention to sales and despise after-sales service, and often cause dissatisfaction among consumers. Common problems include failure to fulfill the seven-day unreasonable return regulations set out in the Consumer Rights Protection Law, refusal to provide consumers with purchase invoices, and no answer for after-sales calls. It is in name only, the product has obvious quality problems, but it requires consumers to appraise it, fails to fulfill the "three guarantees" obligation, and delays the processing of consumer return or refund requests.
Especially in new e-commerce formats such as live streaming, micro-commerce, and small and medium-sized e-commerce, these after-sales service problems are more prominent, and the legitimate rights and interests of consumers are difficult to protect.
Fifth, there are many breaches of order contracts.
During the big promotion period, some merchants falsely bid for inventory in order to impact sales, and some merchants may only promote or collect consumers' personal information to launch low-price promotional activities such as "seckill" and "bid", attracting a large number of consumers to place orders After the purchase, the merchant either delayed the delivery and waited for the consumer to cancel the order, or unilaterally forced the "cut order" under the excuses of "abnormal order", "product out of stock", "operation error" and "system error". Due to the large number of consumers placing orders, if the merchants cannot handle them properly, it is very easy to cause mass consumption disputes.
Sixth, there is more harassment in promotional advertisements.
Many consumers also said that during the big promotion period, they will receive various advertising and promotional information on their mobile phones and the Internet, and some can even accurately push them according to consumers' consumption habits, even if the consumers have no intention of shopping. It is also difficult to escape the "bombing" of these advertisements, which makes people "unbearable" and "unpredictable."
On the one hand, it reveals that consumers’ personal information security rights have not been effectively protected, and on the other hand, it also reflects that operators have not well implemented the national laws and regulations on the push of commercial advertisements.
The China Consumers Association pointed out that in order to avoid the above problems as much as possible, so that consumers can enjoy a better consumption experience during the "Double 11" and other major promotions, remind consumers to pay attention to the following points:
The first is to be firm in a rational consumption mentality, and remember to pay in according to needs.
In the face of various promotions and preferential advertisements, consumers must first maintain their rationality, establish a sense of scientific consumption and rational consumption, and purchase products according to their actual needs or their families, and not be dazzled by the various promotional activities of the merchants.
When faced with a big promotion for "clearing inventory" by businesses, consumers are best to clean up their "inventory" first. Perhaps the home is still stocking up on the products bought during the last big promotion.
Therefore, it is recommended that consumers enter in as much as they need, and do not waste energy and money on items they do not need.
The second is to try to select merchants with complete qualifications and high reputation for transactions.
Merchants with complete qualifications and high reputation have relatively standardized business behaviors, and the product quality and after-sales service are also guaranteed.
Consumers must not log in to unfamiliar websites or click on unknown links to conduct transactions in the hope of cheap prices, and do not add strangers' WeChat, QQ, etc. for private transactions, so as not to be fooled.
The third is to do enough "homework" in advance and not be misled by various "fake offers" traps.
Consumers are advised not to believe in the "special price", "clearance price" and "lowest price on the entire network" and other promotions made by the merchants. Before purchasing the product, shop around, first understand the approximate market price of the product, and then whether there are actual discounts for the merchant's promotional activities Carry out evaluations and be alert to price traps such as "bright downs and ups" and avoid impulsive consumption due to the temptation of false promotions.
The fourth is to pay the deposit carefully to prevent consumption traps.
Consumers who choose to pay a deposit in advance to enjoy product discounts must read the rules carefully in advance, weigh the pros and cons, and confirm that it is worth buying before placing an order for payment.
After the deposit is paid, it is necessary to pay attention to the progress of the product in time and pay the final payment within the agreed time limit to avoid economic losses due to breach of contract.
When paying the balance, pay attention to whether the amount paid is consistent with the promised discount at the time, and whether the merchant has false publicity, etc.
Fifth, the right to "sign after prior inspection" is carefully exercised, and the receipt is confirmed after confirmation.
When receiving the goods, consumers should exercise the right to "sign before inspection" and inspect the goods carefully.
Especially for some valuables and fragile items, you must confirm that the goods are intact and comply with the agreement between the two parties before signing.
Consumers have the right to refuse the visa if the express delivery product is damaged or is seriously inconsistent with the agreement.
Sixth, we attach importance to the protection of personal information and do not easily authorize businesses.
Consumers should pay attention to the protection of their personal information. If it is not really necessary, try not to provide it or authorize it to the merchant, so as not to be excessively collected by the merchant or used to push advertising information.
At the same time, express packages often contain personal information such as consumers’ names, phone numbers, and addresses. Consumers should tear up or smear personal information before discarding express packages to prevent leakage.
Seventh, pay attention to the preservation of evidence of purchases, and safeguard rights and interests in accordance with the law.
Consumers should pay attention to obtain and save shopping vouchers and corresponding business commitments. For online shopping, they should also keep order information and shopping chat records as evidence of rights protection.
When a consumer dispute occurs, you can communicate with the merchant and the platform first. If you are unable to contact or reach an agreement, you can file a complaint with 12315 or the consumer association, or you can apply to an arbitration institution for arbitration, or file a lawsuit with the people’s court. Safeguard your own legitimate rights and interests.
In addition, the China Consumers Association also urges operators to have one less "routine" and one more "sincerity". During the big promotion period, they must provide consumers with high-quality and low-cost goods and improve service levels, so as to truly provide consumers with "seeing". The benefits of "visible and tangible" will drive sales while making consumption warmer.