Complaints about easy-to-buy and hard-to-refund entertainment tickets soared.
Insiders: second-hand ticket platforms also have an inescapable responsibility for refund
Cancellation of performances during the epidemic has almost become the norm in the past two years. At the same time, consumers are also suffering from difficulties in refunding tickets.
According to data from the Black Cat Complaint Platform, the number of complaints in the entertainment ticketing sector increased by 53.69% in October, and most of the complaints involved refunds.
Among them, many consumers report that it is difficult to refund tickets after buying second-hand tickets through the second-hand ticketing platform.
A reporter from Beijing Youth Daily learned during an interview that there are currently no regulatory regulations for second-hand ticketing platforms.
Industry insiders believe that, like other ticketing platforms, such platforms also need to abide by market regulations and ticket sales-related policies and standards. Therefore, the platform bears an inescapable responsibility for the issue of ticket refunds.
At the same time, the industry believes that although these problems were obviously exposed during the epidemic, they are not new conditions after the epidemic, indicating that the cultural market management system and the overall service chain need to be updated in a timely manner to adapt to the market.
Phenomenon
On the second-hand trading platform
Difficult to refund
According to the October data released by the Black Cat Complaint Platform, the number of complaints in the entertainment ticketing sector increased significantly in October, with an increase of 53.69%.
There are relatively many refunds caused by the epidemic.
The processing by the head merchants is uneven.
Taopiao, Damai.com, Xiudong, and Huanghe Ticketing have lower response rates, and the main complaints are related to refunds.
Among them, Huanghe Ticketing Network responded to 0%.
A large number of users complained that the tickets for music festivals, concerts, dramas, etc. purchased from Huanghe Ticketing Network were not processed after applying for refunds, and some users even reported that they had not refunded their applications for as long as five months.
A reporter from the Beiqing Daily found that from August to October this year, complaints about "entertainment life" were among the top three complaints about black cats.
Consumer experience confirms the data of the Black Cat Complaint Platform from another side.
Many consumers who bought second-hand performance tickets through second-hand platforms complained that due to the needs of epidemic prevention and control, related performances were cancelled or postponed. When contacting the seller to communicate about refunds, they encountered no response, difficult to refund, and even The seller’s account has been cancelled and the problem cannot be contacted.
Consumer Mr. Ma previously saw someone transfer performance tickets on the second-hand trading platform, and the price was cheaper than the official website, so he spent more than 400 yuan to buy two tickets.
Unexpectedly, the performance was temporarily cancelled due to the need for epidemic prevention and control. Mr. Ma wanted to ask the seller for a refund, but couldn't contact him.
Mr. Ma said that there was no obstacle in communication between the two parties when purchasing the ticket, and the other party responded quickly, but when the refund was reached, the other party never responded, which is suspicious.
Another consumer, Ms. Zhou, had the same experience. The difference was that she had to add 300 yuan to the original price because she could not buy tickets through official channels. As a result, the performance was cancelled due to the epidemic, and when she wanted to refund the ticket, she found that the other party’s account had been cancelled. Encountered no refunds.
According to the reporter of Beiqing Daily, after the performance is cancelled, if the tickets are purchased through the official ticket sales channel, the money will be returned to the original account of the ticket purchase according to the original information; Can ask the seller to negotiate a refund.
The normal way is that the seller first connects to the official ticket sales channel of the ticket purchased by the seller to make a refund, and then refund the transaction fee to the buyer.
Therefore, it can be said that most of the performance ticket transactions conducted on second-hand platforms are based on the seller's integrity. If you encounter unscrupulous sellers, losses may be unavoidable.
analyze
Second-hand platform
Consider profit surpassing service
Zhang Yiming, general manager of Beijing Huale Extraordinary Culture Communication Co., Ltd., said in an interview with a reporter from Beijing Youth Daily that once a ticket is purchased on a second-hand platform, once a refund is required, it is generally more difficult than official channels, especially during the epidemic.
"The high cancellation rate during the epidemic has made the audience's wait-and-see attitude stronger, and also made the industry more vulnerable. Many second-hand platforms are actually reselling or reselling, and more consideration is given to profit instead of customer service. The follow-up service is even more difficult to consider. So refunding tickets will be more difficult." Zhang Yiming said.
Since refunds are difficult, insecure, and fares may increase, why do many people buy tickets on second-hand platforms?
Zhang Yiming believes that it is mainly due to a commercial phenomenon and consumers’ buying habits. For example, if the tickets on official channels are sold out, people who have not bought tickets can only choose to buy them on second-hand platforms. “Because there is still demand, but official channels buy tickets. No, so I can only go to second-hand platforms, and even find scalpers and some platforms or online shops of unknown origin."
Zhou Yang, senior performance planner and planning director of Beijing Conglin Sound Culture Company, said in an interview with a reporter from Beijing Youth Daily, “So many people go to second-hand platforms to buy tickets, either because the existing ticketing information platform is not comprehensive in content and types, or there are some. The price of performance tickets is unwilling to be managed by the market.” At the same time, Zhou Yang reminded, “Second-hand platforms provide convenience for consumers, and some tickets are sold cheaply, and they will lose money if they are refunded. Therefore, it often appears that once sold, "No refunds" and other overlord clauses. In fact, this clause not only protects the platform, but also protects the content producers." In his view, this is also an important reason why it is difficult to refund tickets on second-hand platforms.
In an interview with a reporter from the Beijing Youth Daily, a performance industry organizer believed that during the epidemic, there was a situation in ticket disputes that consumers applied for refunds on the grounds of the epidemic, but could not submit relevant certificates.
In fact, as long as the relevant valid proof is submitted, the ticket can be refunded.
If the performance is cancelled, the ticket will be refunded in full, and the platform should not deduct any handling fees.
Countermeasure
Market operation management system
Need to update iteratively
On the second-hand trading platform Xianyu platform, regarding the issue of how to refund the show cancellation, the customer service replied that the platform will notify the seller of the relevant project as soon as possible. After the project is confirmed to be cancelled, the buyer can directly contact the seller to apply for a refund.
If the payment has been made, the money is safe as long as the transaction is not confirmed to receive the goods.
If the buyer has confirmed the receipt of the goods, the two parties cannot initiate a refund application at this time, and it is recommended that both parties negotiate and deal with it by themselves.
If the seller refuses to refund during the refund process, the two parties cannot reach an agreement, and the buyer can apply for platform customer service to intervene.
A reporter from the Beijing Youth Daily found that there are still many performance tickets being transferred on the platform, including concerts, dramas and other performances.
Obviously, not all platforms can do this.
When the Black Cat Complaint Platform released the October data, it pointed out that there were relatively many refunds caused by the epidemic, and the top merchants handled unevenly.
As the show organizer, Zhang Yiming said frankly that if the show cannot be held as scheduled due to the epidemic, it will first be postponed; if the show cannot be held after the expiration date, the cancellation is usually announced directly and the refund policy is announced. But again and again, we postpone it again and again. So we usually announce the cancellation and re-organize it when conditions permit. Most consumers who have processed refunds are also likely to spend a second time."
Zhou Yang said that in recent years, cultural performance activities have become a high-profile increase in the general consumption of the public, indicating that the demand for the cultural industry service chain has increased, and this is a good opportunity.
However, the problem of difficult refunds caused by the epidemic is obvious, indicating that the cultural market operation and management system and the overall service chain need to be updated in a timely manner to adapt to the market.
The performance was cancelled due to the epidemic, and there is no doubt that refunds will be given to consumers.
Zhang Yiming believes that the organizer and the ticketing platform should have corresponding rules or contracts for refunds. Once the performance is cancelled, how to deal with the aftermath and guarantee the rights and interests of consumers requires a second-hand platform or any ticketing platform to discuss countermeasures with the organizer.
In addition, consumers should also carefully understand the purchasing rules of the ticketing company when buying tickets.
extend
Can't find seller
You can find a platform to intervene
Many industry insiders believed in interviews that whether it is official channels or second-hand platforms, if the performance is cancelled due to the epidemic, it is possible to complete the refund. If consumers cannot contact the seller, they should find the platform to intervene in the solution.
Although there are currently no specific supervision and management measures for second-hand ticket platforms, second-hand ticket platforms, like other ticketing platforms, need to comply with market regulations and ticket sales related policies and standards.
"On which platform you buy, go to which platform. Each platform has its own rules. If you can't find a seller, you can find the platform to intervene. The second-hand ticket platform itself has the responsibility to solve it. Just like shopping on Taobao, If you meet the return policy but cannot return it, you can file a complaint on Taobao."
Zhou Yang, planning director of Beijing Conglin Sound Culture Company, believes that free and equal transactions are the core of a virtuous circle of all business chains. Starting from the interests of consumers, the first solution is to solve the unified management constraints of the certification system of the official platform, so that consumers can trust them. Purchasing channels; a few more functions are added to the second purchasing platform to make business scenarios.
For example, the refund button, monopoly purchase function, etc.; third and most important, the relevant departments should introduce new management and operation systems, including the refund system.
"12306 why there are fewer complaints? Because the system is transparent and fair."
Text/Reporter Shou Penghuan
Coordinator/Liu Jianghua