China Consumers Association: A total of 98,704,996 pieces of consumer rights protection information were collected on June 18, 2023

"The largest investment in history", "the largest investment in the entire industry"...

During this year's 618 Shopping Festival, e-commerce companies such as Taobao Tmall, JD.com, and Kuaishou all shouted out the above "extreme" slogan, striving to prove to the outside world their determination and strength in investment.

What are the results? The China Consumers Association recently released a report analyzing public opinion on the “618” consumer rights protection.

From recently to June 20, a total of 98,704,996 pieces of "618" related "consumer rights protection" information were collected , of which 13,698,298 pieces of "complaint-type" consumer rights protection information accounted for 13.88% of the total consumer rights protection information.

Monitoring found that during this year's "618" period, negative information on consumer rights protection was mainly concentrated in online shopping (2,942,137 items), performance ticketing (1,097,844 items), and rights and interests rules (579,345 items).

Negative cases of online shopping include: buying a Siemens refrigerator online but receiving a Little Duck brand one, Qianhe Soy Sauce customer service responding that live maggots were found after the product was opened and consumed, etc.

Negative cases in performance ticketing include: the suspected "delayed ticketing" of the Songshan Music Festival, netizens questioning the abnormal orders for the "Mayday" concert, etc.

Negative cases in terms of rights and interests rules include: a woman was ridiculed for complaining about using Baiguoyuan group-buying coupons to buy melons, and Hu Bing’s 500,000 membership points of China Eastern Airlines were cleared, etc.

In this regard, the China Consumers Association puts forward three suggestions:

First, we should continue to strengthen the compliance operations of e-commerce platforms, calling on merchants and platform companies to strengthen "self-discipline" and make up for the shortcomings in fulfilling their main responsibilities and restraining and controlling operators on the platform. At the same time, we should continue to enrich and innovate the "external" means of platform governance, and continuously improve the convenience, low cost and compensation of consumer relief methods.

Secondly, from the perspective of promoting a clear and harmonious development of the cultural and tourism consumption market, we call on regulatory authorities to not only do a good job in "ex post supervision" but also in "ex ante regulation" to effectively increase the illegal and irregular costs of infringing on consumers' legitimate rights and interests and effectively enhance consumers' good experience in cultural and tourism consumption.

Third, with a view to responding to consumers’ reasonable demands and improving consumer experience, we call on all types of business entities to find and build more sincere and benevolent business models, meet more diverse and quality-oriented consumer demands, and create a healthier, more rational and higher-quality consumption environment.

Zikuai Technology