China News Service, May 10th. According to the official WeChat account of the Shanghai Consumer Insurance Commission, complaints in the Shanghai consumer market were generally stable around May 1st, but at the same time, consumer disputes on online platforms were relatively concentrated.
For this reason, the Shanghai Consumer Protection Committee interviewed Pinduoduo and Meituan today (10th) afternoon, and pointed out the outstanding problems that Pinduoduo and Meituan have in the protection of consumer rights.
The main problems of Pinduoduo are: one is the quality of the goods; the other is the issue of counterfeiting and infringement; the third is the forced cancellation of orders; the fourth is the issue of false shipments; the fifth is the issue of after-sales service; the sixth is the issue of bargaining and buying new products.
The Shanghai Consumer Insurance Commission requires Pinduoduo to abandon the flow-only thinking in the process of platform operation, and to truly implement the main responsibility of the platform from the perspective of protecting the legitimate rights and interests of consumers: First, strengthen the qualification review of merchants and prevent the launch of counterfeit and inferior products. ; The second is to perform the contract in good faith, never tolerate and deal with merchants’ false shipments, forced order cutting, etc.; the third is to earnestly perform the platform’s responsibility in the protection of consumer rights and complaints from consumers. Receivables should be collected and handled in a timely and proper manner; fourth, the platform cannot rely on its dominant market position to increase intermediary charges and increase the unreasonable burden on consumers and merchants; fifth, the platform should correct its current situation in accordance with the requirements of relevant laws and regulations. False and induced behaviors in new activities.
Pinduoduo stated that the company will conduct self-examination and rectification of its related businesses in accordance with the requirements of the Shanghai Consumer Insurance Commission, and will submit a rectification report to the Consumer Insurance Commission in the near future.
The main problems of Meituan are: one is the refund issue caused by the cancellation of the order; the second is the non-compliance issue of order delivery and the delivery of fresh vegetables; the third is the page misleading consumers.
The Shanghai Municipal Consumer Protection Committee requires Meituan to abandon the flow-only thinking in the process of platform operation, and truly implement the main responsibility of the platform from the perspective of protecting the legitimate rights and interests of consumers: First, improve the page description and service rules, especially when it comes to consumer rights and interests. The important content of the website must be reminded to consumers in a significant way; the second is to fulfill the order obligations, if special circumstances cause the accommodation, ticketing and other agreements cannot be fulfilled, the platform should also actively contact the consumers to negotiate a settlement; the third is to set up fair Agreements and charges with platform merchants do not rely on market advantages to increase the unreasonable burden on merchants and consumers; fourth, strict logistics and delivery timeliness, ensure timely delivery of orders and place, and eliminate false signings; fifth, community group purchases For new problems encountered in new businesses that involve consumers' legitimate rights and interests, it is necessary to promptly study and solve countermeasures, optimize business models, and form community group buying consumer rights protection norms.
Meituan stated that the company will conduct self-examination and rectification of its related businesses in accordance with the requirements of the Shanghai Consumer Insurance Commission, and will submit a rectification report to the Consumer Insurance Commission in the near future.
Next, the Shanghai Consumer Protection Commission will also conduct interviews with other platforms that have related issues.