In 2020, live broadcast will become popular, "cloud" consumer rights protection is prominent
◎Reporter Cui Shuang
Hot spot tracking
On January 14, the China Consumers Association (hereinafter referred to as the China Consumers Association) and People's Daily Online Public Opinion Data Center, based on the big data platform data and the results of public opinion and social influence, jointly sorted out the "Top Ten Consumer Rights Protection Public Opinion Hot Spots in 2020", "Wait 5 minutes longer" on the takeaway platform, and difficulties in recharging and refunding minor online games.
In 2020, consumer rights protection public opinion presents many new features, and the issue of consumer rights protection related to the epidemic has become prominent; Internet consumption is booming, and “cloud” consumer rights protection such as live streaming, online education, and online games are more prominent; new businesses and new models bring new ideas With regard to consumption issues, calls for “strong supervision” in the Internet economy are on the rise; traditional hot spots for complaints are still the focus of public opinion, and the consumption environment needs to be further improved.
New problems with live streaming are endless
In 2020, live broadcasts with goods frequently "turn over". Not only are old problems such as poor product quality, false publicity, and inadequate after-sales service still prominent, but new problems such as public figures falsifying orders with goods, fraudulent traffic, and false reports also emerge one after another. .
For example, the live broadcasts that Li Jiaqi and Li Xueqin participated in had problems such as not allowing exchange of goods after purchase, data injection, etc.; Simba’s bird’s nest was accused of sugar water; Luo Yonghao admitted that the Pierre Cardin sweater with the goods was a fake...
In response to the chaos of live streaming, relevant departments have "brightened their swords."
The State Administration of Radio, Film and Television issued the "Notice on Strengthening the Management of Online Show Live Broadcast and E-commerce Live Broadcasting" in November 2020. On November 6, 2020, the State Administration of Market Supervision issued the "Guiding Opinions on Strengthening the Supervision of Online Live Broadcast Marketing Activities" to strengthen The guidance and norms of online show live broadcasts and e-commerce live broadcasts have strengthened guidance and value leadership, and the compliance of live broadcast e-commerce is accelerating.
Public opinion believes that online platform operators should strictly check online products, live content, and online anchors, timely curb the flow of bad products to the market, and effectively block the spread of illegal and bad content.
Live broadcast practitioners, especially public figures such as celebrities, internet celebrities, and entrepreneurs, should take the initiative to examine themselves and take a rigorous attitude to guide rational consumption.
Consumers must also enhance their awareness of risk prevention when participating in live events.
Public opinion expects that relevant departments, consumer associations, e-commerce platforms, practitioners, and consumers will work together to build a good live broadcast ecosystem.
Takeout platform "wait 5 minutes" to dump consumers
On September 8, 2020, an article titled "Takeaway Rider, Stuck in the System" was "screened" on social platforms.
The article quoted multiple real cases as saying that the algorithm-driven "real-time intelligent delivery system" continuously compressed the delivery time of takeaways, which eventually resulted in riders having to work in a high-risk environment where "running against death, competing with traffic police, and making friends with red lights" .
Later, Ele.me responded that it would add a new function of "I'm willing to wait 5 minutes/10 minutes more" during order settlement.
The response immediately caused an uproar, and public opinion generally believed that the food delivery platform did not reflect on its own business model, but instead called on consumers to give in, which was suspected of "kick the ball".
Public opinion believes that to solve the problem of "system difficulties" of takeaway riders, it requires not only the active actions of the takeaway platform, the optimization of technology and algorithms, but also the mutual consultation of the takeaway platform, merchants, riders, regulators, and consumers. Promote the sustainable and healthy development of new business formats.
This also warns relevant companies that while pursuing commercial interests, they must also assume their due social responsibilities and not habitually "turn the pot" to consumers.
Dissatisfaction with overtime charging of smart express cabinet
Fengchao's membership service launched on April 30, 2020 has caused a lot of controversy.
On May 13, 2020, the China Consumers Association stated that there should be no separate charge during the reasonable storage period.
On May 15, 2020, the State Post Bureau stated that although Fengchao’s adjustment of the free storage period did not violate the prohibitive provisions of the regulations, during the adjustment process, there were problems such as insufficient consultation and improper handling, and requested Fengchao The company seriously considers user demands and business development needs, and proposes reasonable solutions as soon as possible.
On the evening of May 15, 2020, Fengchao's official public account issued the "Notes on User Service Adjustments", apologizing for the charging incident of express cabinets, and also adjusted the free storage time, extending the free storage time from 12 hours to 18 hours.
The overtime charging of Fengchao express cabinets has caused consumer dissatisfaction, which is mainly reflected in: First, consumers believe that Fengchao’s unilateral increase in storage fees will increase consumer costs and violate consumer rights; second, some couriers have not solicited Consumers agree that the behavior of placing the express mail in the express cabinet without authorization has annoyed consumers; third, consumers report that the items stored in the express cabinet are often taken away or lost by others.
In this regard, public opinion calls for the relevant departments to continue to promote the construction of smart express boxes, public service stations and other express terminal facilities, increase service standards and supervision, and help the masses solve the "last mile" problem.