More Than 16000 E-Commerce Complaints In Shenzhen In 2013

Yesterday, the Shenzhen Municipal Committee of Consumer Affairs released the complaints and appeals of Internet (e-commerce) consumption in our city. In 2013, the number of complaints and appeals of Internet consumption (e-commerce) increased sharply, reaching 16098. The number of complaints in this category has reached the peak since the establishment of the Shenzhen Municipal Committee of Consumer Affairs.

　　 Nearly 30% of the city's consumer complaints are against e-commerce

Shenzhen in 2013 Internet consumption (E-commerce) complaints and appeals totaled 16098, accounting for 29.18% of all complaints and appeals, up 84.93% year on year. Among them, there are 10281 complaints about online shopping and 5817 complaints about online games.

6737 cases were successfully intervened in the mediation by the Municipal Committee of Consumer Affairs, with a success rate of 82.51%. 1152 cases were unsuccessful in mediation and no address was found. According to the municipal council, the main reason for the unsuccessful mediation of online shopping complaints is that consumers provide insufficient evidence or false clues. According to the data, only 29.32% of online shopping complaints in 2013 were provided with shopping vouchers, while only 5.10% of online shopping complaints provided complete website addresses, platform names, online store names and purchase vouchers.

According to the municipal consumer committee, after analyzing 10281 online shopping complaints, the respondent can be divided into two categories: regular e-commerce, suspected fraud or fraudulent websites. Involving formal e-commerce Online shopping There were 5387 complaints, accounting for 52.40% of the total online shopping complaints. There were 4894 complaints and appeals involving fraud or fraudulent websites, accounting for 47.60% of online shopping complaints and appeals.

As a diversified e-commerce network platform, Tencent ranked first in terms of complaints and appeals, with 6570 complaints and appeals, accounting for 40.81% of the total complaints and appeals of e-commerce consumption in our city throughout the year.

　 Taobao has the lowest mediation success rate

In formal e-commerce, Alibaba The group's "Taobao" and "Tmall Mall" ranked second and fifth respectively in terms of complaints and appeals. There were 1926 complaints on Taobao, accounting for 11.96% of the total complaints on e-commerce consumption throughout the year. There were 172 Tmall stores, accounting for 1.07% of the total number of stores in the whole year.

Taobao's complaints accounted for 91.80% of Alibaba's total complaints, including 1805 complaints from Taobao's regular online stores, accounting for 86.01% of Alibaba's total complaints; There were 121 complaints about Taobao cheating online stores, accounting for 5.79% of Alibaba's total complaints; Complaints from Tmall account for 8.20% of Alibaba's total complaints.

According to the analysis of the Municipal Consumption Association, the difference in the number of complaints between "Taobao" and "Tmall Mall" is mainly due to the stricter access standards of Tmall sellers than Taobao, more reliable product quality, more standardized after-sales service, and more guaranteed consumer rights. In addition, some sellers of Shenzhen Tmall with large transaction scale, such as Ousha (Shenzhen Ousha Shijia Clothing Co., Ltd.) and Cotton Times (Shenzhen Cotton Times E-commerce Co., Ltd.), had no complaints in the consultation, reporting and appeal platform of Shenzhen Market Supervision and Administration Bureau in 2013.

Among the top ten regular e-commerce providers in terms of complaints, Taobao has the lowest mediation success rate, only 24.64%. According to the Municipal Committee of Consumer Affairs, the main reason was that there were many fraudulent online stores on Taobao that could not be contacted or refused to mediate.

　　 Foreign network cheats like to wear "Huaqiang North" waistcoat

The reporter also found that in the database, there were 2086 cases registered at "Huaqiang North", of which 1052 cases were suspected of fraud or fraud, accounting for 50.43% of the complaints in "Huaqiang North" area. According to the online police team of Futian Public Security Branch, some illegal businesses sell fake and inferior products under the name of Huaqiangbei. Some suspects suspected of online shopping fraud are from other places and the place where the fraud is carried out is in other places. They just cheat online under the banner of "Huaqiang North" in Shenzhen.

The relevant person in charge of the Municipal Committee of Consumer Affairs said that this kind of complaint can only be contacted by telephone, and most of the merchants' telephones are unreachable, making the mediation and investigation of online shopping complaints difficult for the defendant to find. Even if the respondent answers the phone calls of consumers or the Consumer Council, it will refuse to mediate for various reasons or hang up the phone directly, with a bad attitude, which makes it difficult to mediate. This situation is very similar to that of Zhongying Street.

According to statistics, among 3294 complaints about the sale of counterfeit and shoddy mobile phones, the number of counterfeit "Apple" mobile phones was the highest, 1266, accounting for 38.43%; There were 837 counterfeit Samsung mobile phones, accounting for 25.41%; There were 397 cases of counterfeit Xiaomi mobile phones, accounting for 12.05%.

　 "315 Consumer Network" will be launched soon

Last year, the Municipal Committee of Consumer Affairs launched a public service product based on mobile phones - "Consumer Complaint APP". It is understood that in this mobile APP application software, consumers can use four search methods, including map, region, industry and business circle, to easily find the merchants that are included in the "consumption credit system" around them through mobile phones, so as to realize the function of "looking for merchants". At the same time, consumers can make complaints by taking photos on the spot and filling in complaints on their mobile phones, so as to realize the function of "complaining merchants" of "consumer complaints". Since the complaint information can be synchronously displayed in the three links of the municipal consumer committee, shopping malls and stores, the shopping malls and stores can obtain the handling opinions of consumer complaints through mobile phones in a timely manner, and consumers can apply for consumer arbitration for those that cannot be mediated, which not only greatly improves the consumer experience, It also breaks the time and space constraints of consumer rights protection. As of January this year, the Consumer Complaints Link has been upgraded 6 times, and the Android version can be downloaded in 14 software markets, with more than 6000 downloads. At present, nearly 400 businesses have joined SEG Electronic Market, Shenzhen Tianhong Mall, Shenzhen Suibao Department Store and so on.

It is reported that the Municipal Committee of Consumer Affairs will launch the second version of "Consumer Complaints" during 315, and the online version of "315 Consumer Network" will also be launched, so as to realize the whole network acceptance of Internet consumer complaints and improve the efficiency of consumer dispute resolution.

At the same time, Feng Nianwen, director of the Municipal Consumer Council, said that this year, the Internet (e-commerce) blacklist system will also be innovatively launched