Recently, the China Consumers Association releasedPublic Opinion Analysis Report on Consumer Rights Protection in double 11 in 2023;
From October 20 to November 16,A total of 56,753,335 pieces of information about "consumer rights protection" were collected.The data shows that consumer feedback tends to be positive as a whole, and live broadcast and low price have become hot topics for consumers.
The report mentioned that during the monitoring period, there were 1,565,203 negative messages about "live broadcast with goods".Problems such as price monopoly, vulgar goods and false propaganda are more prominent.Making a fortune by judging ugliness is causing more people to resent it.
Recently, Brother Xiao Yang’s apprentice, "Yellow at the traffic lights", caused controversy because of bringing goods. When bringing YSL (Saint Laurent Beauty) products,The female anchor’s image is sloppy and her expression is ferocious. In the live screenshot, she even crossed her legs and squatted on the table, and her posture was quite unsightly.
exceptLive broadcast with cargo chaos,The issue of consumer rights protection is still focused onCommodity quality problems, bad advertising experience of mobile phone software, and disputes over promotional prices.And so on.
Commodity quality problem
During the monitoring period, there were 870,131 negative information about "commodity quality", among which the problem of counterfeiting in the live broadcast room was outstanding.
Example: "seven days without reason", overtime can’t be refunded?
Ms. Guo bought a windbreaker for 339.9 yuan in a live broadcast room on a platform. After receiving the goods, she found that some goods were not right, not only the size was not standard, but her favorite metal buttons even fell off automatically. Ms. Guo contacted the merchant for a refund.The other party said that it had passed the "seven days without reason" return time and refused to return the goods.
After more than seven days, can’t I return the online shopping products? Lawyer Wang Dongmei of Beijing Yingke Law Firm explained that this rule can’t restrict consumers’ right to request the return of goods if they have defects or quality problems. Article 24 of China’s Consumer Protection Law clearly stipulates that,If the goods are found to have quality problems after receiving them, consumers can ask the seller to return them, and there is no time limit for returning them within seven days or after seven days.
Bad experience of mobile phone software advertising
During the monitoring period, there were 75,663 pieces of negative information about "advertising experience", and people’s "slots" focused on the many forced jumping ways of mobile phone software advertisements, which made consumers hard to prevent, especially a headache.
Example: More than 90% of consumers hate shake-and-jump advertisements.
During the monitoring period, there were 63,757 negative messages about "promotional price disputes". The topics were mainly about changing preferential policies at will, suddenly reducing prices near the end of the activity, not guaranteeing prices, inducing consumers to cancel orders, and so on.
Example: iPhone15 "double 11" reduced its price in the last two hours.
China Consumers Association comprehensively analyzed the public opinion and typical cases of consumer rights protection during the monitoring period, and found that this year’s platform and business routines were simplified and attributed to "low price".However, its extensive management and loopholes have also affected consumers’ shopping experience to some extent. Specific performance in the following three aspects:
① Simplification of rules does not mean that there are no rules, and the integrity consciousness and contract spirit of merchants need to be improved. 2 More and more new platforms and businesses are entering the market, and the assistance and supervision of the government and platforms need to be strengthened. ③ Drainage advertisements should be "convenient" rather than "disturbing people", and related APP behaviors must be restricted and guided.
In the proposal to deal with consumer rights protection and public opinion, China Consumers Association reminded that,First, platforms and businesses should aim at "price power" and continue to exert their strength; Second, the platform should earnestly fulfill its management responsibilities and maintain market order; Third, the regulatory authorities should continuously improve their regulatory capacity and level in the field of live delivery; Fourth, the media should play a greater role in guiding consumer behavior and helping consumer rights protection.
China Youth Daily (ID: zqbcyol Editor: Chen Yushan) Source: China Consumer News China Consumer Network (Reporter Ren Zhenyu), comments from netizens, etc.