44 dealers promise to complain response not exceeding 2 hours

12315 Annual consumer complaints online shopping accounts for half

Year-End festival consumption Peak is coming, according to the city Trade and Industry Bureau 12315 Complaints Report Center statistics, this year a total of 25,649 complaints received online shopping, accounting for 52.3% of the total complaints, up from the same period last year increased 1.86 times times. Yesterday afternoon, the city trade and Industry Bureau, the City Commerce Committee and other units jointly released the festival network consumer tips. Amazon (China), Massamasso, Dangdang, Contemporary Mall, Jingdong Mall, where customers prudential products, such as 44 Beijing E-commerce Enterprises to the public to make a commitment to the corporate working hours of consumer complaints response time not more than 2 hours.

"The content of online consumer complaints is very broad. "The city Trade and Industry bureau 12315 Complaints Center Zinyana Introduction, more and more consumers during the festival to choose network consumption, therefore, the business sector will be the network complaint resolution to standardize." According to statistics, Beijing this year, the top five online purchase complaints: Mobile phone and mobile phone accessories 4,605, accounting for 17.95%, daily necessities 3,700, accounting for 14.43%, household appliances 2,891, accounting for 11.27%, clothing, shoes 2,608, 10.17%, 1907 food products, accounting for 7.43%.

It is understood that the network consumption, businesses do not comply with the commitments, the violation of consumer contracts, after-sales service can not keep up, unable to respond promptly and return goods, the quality of goods are not eligible for the three major problems, accounting for the network consumption complaints 45.86%, 30.3% and 17.08%.

In view of the above problems, the business sector requires that E-commerce enterprises should take measures to put the processing of consumer disputes in a more preferential position, to effectively fulfill the legal responsibility, to provide consumers with qualified goods and quality after-sales service, reduce consumption disputes. In addition, during the major holidays, large-scale promotional activities, the electric business should standardize promotional behavior, establish emergency mechanism, with personnel, the first time to resolve consumer disputes within the enterprise.

Yesterday, Beijing Electronic Commerce Association led 44 E-commerce Enterprises in Beijing jointly released the "2012 Network retail Business Promotion customer service proposal", E-commerce enterprises to the public commitment to comply with the implementation of the proposal, in the future, do not deliberately delay or unreasonably refuse customer complaints, to ensure that the website goods or services information authenticity, does not make misleading false propaganda, does not sell fake goods or services that are not in conformity with the picture information published on the page.

It is understood that in the future, E-commerce enterprises will be clear "customer service Complaints Processing department responsible for consumer complaints handling the first responsible person." "The company will designate special personnel, responsible for the coordination of 12315 or third party services transferred customer complaints and related matters." The dealer will express the pre-payment rules, and in accordance with the promised time to return the failure to achieve consumer advances, express the site-related refund process and time. The website implements the large-scale promotion, the shop celebrates the activity before, will bring the record to the Industry and Commerce Department.

Beijing's electrical appliances manufacturers also pledged that the enterprises to the consumer inquiries within 4 hours to respond; Corporate customer service mailbox 7x24 hours, artificial customer service and instant Messaging online customer service at least 7x8 hours to accept consumer complaints; corporate working hours of consumer complaints response time not exceeding 2 hours, Non-working hours of consumer complaints response time of not more than 12 hours.

Warm tips

Festival Network consumption 4 attention

In view of the problem that the network consumes easily, the industry and Commerce Department remind the General consumers, when shopping through the network: one is to look at the merchant information, fully understand the seller's credibility, praise rate, the rate of assessment, whether to join the self-regulatory organization and so on; the second is to look at the purchase of goods services, the use of online shopping information on the advantages of large, through the product description, The official website and Netizen comments and other ways, the price of products and services, the quality of a comprehensive balance; third, before payment with the seller full communication, including product quality, after-sales service and dispute resolution and other matters, and keep the transaction records for the protection of the use; four is the consumer once discovered the problem, suffers from the consumer infringement, the on-line fraud Promptly to the industry and commerce, public security and other related departments reflect, actively safeguard their legitimate rights and interests.