No refund without consumption?

Please bravely defend your rights when you encounter these routines!

　　The "3·15 International Consumer Rights Day" is coming soon. The Chengdu Consumers Association has successively released the top ten typical cases of 2020. The two cases released on March 10 involved merchants' promotion infringement, to remind consumers how to deal with consumption correctly Disputes, and reasonable rights protection.

　　Integrity management must not entrap rights and obligations and need to be fair

　　On December 9, 2020, the Chengdu High-tech Zone Consumers' Association received a complaint from consumer Ms. Han about non-consumption but no refund on a certain online platform in Chengdu.

After understanding, consumer Ms. Han bought a 58 yuan catering coupon through an online platform public account in September 2020.

After purchasing, it was discovered that consumer coupons need to be reserved for consumption time, and the merchant did not inform about this before. As a result, consumers were unable to make an appointment for the reasonable time they wanted, failed to achieve the purpose of the contract, failed to consume, and hoped that the platform would refund.

Ms. Han had communicated with the platform many times, and the platform refused to refund on the grounds that the card and coupon expired, cannot be used and no refund will be given. The terms stipulate this.

Ms. Han believed that she had not consumed or enjoyed the service and should be refunded in full, so she filed a complaint with the Consumers Association of the High-tech Zone and asked for a refund.

　　After receiving the complaint, the Consumer Association of the High-tech Zone immediately contacted the consumer Ms. Han and the complained company to understand the cause and effect of the matter.

On December 11, 2020, the association contacted Ms. Han and the merchant respectively by telephone. After mediation, the merchant had refunded the full amount, and the two parties reached a settlement.

Consumer Ms. Han is very satisfied with the results of this mediation.

　　The reporter learned that in accordance with the relevant provisions of the Consumer Rights Protection Law, the online platform did not fully inform consumers of the information related to the catering products and services purchased by the consumers before the consumers paid, which not only violated the consumers’ right to know And it directly led to the inability to realize the consumption.

Consumer Ms. Han's request for a full refund of the online platform is based on a reasonable request for "restoration" after the contract is terminated. The platform's practices violate the principle of good faith and should be refunded.

　　Event ads should be true

　　Merchant promises must be fulfilled

　　On October 15, 2019, a decoration company in Chengdu released its official WeChat account, promising that consumers only need to pay 200 yuan to purchase the company’s "old iron certificate" during the event. Even if they don’t renovate after learning about the decoration, they can also purchase the company on a preferential basis. Six preferred subsidized products.

Consumer Ms. Tang bought the "old iron certificate" launched by the company on this basis, and repeatedly confirmed with the company's staff whether the company's promise was true, and received affirmative answers and guarantees.

But when Ms. Tang requested to order one of the cabinets on October 22, she was told that she must be renovated in the company before purchasing.

After several negotiations to no avail, Ms. Tang complained to the Chengdu Consumers Association on March 15, 2020, requesting to protect her legitimate rights and interests.

　　After accepting the complaint, the Chengdu Consumers Association will immediately understand and verify the dispute, and after confirming its authenticity, it will promptly organize both parties to mediate.

After many mediations, the two parties finally reached an agreement: the decoration company would return 200 yuan for consumers to purchase "old iron certificates" and compensate consumers 2,000 yuan.

Consumers are satisfied with this.

　　Chengdu Commercial Daily-Red Star News Correspondent Li Yanqin