Beijing Industrial and commercial regulation of electric business behavior: Network shopping big promotion needs contingency plan

In view of the current situation of high complaints, the Beijing Municipal Trade and Industry Bureau, the City Association and the Beijing E-Commerce Society held "the Common cast Network integrity" 3 15 theme commemorative activities, the request in the major holidays online shopping promotion, do a good job of consumer risk tips and contingency plans, ahead of the business record, Response to consumer complaints should not be more than 2 hours of work time.

Half of the total annual complaint amount Net purchase

Huangxiaowen, deputy director of the city Trade and Industry Bureau, reported that 2012 Beijing online shopping retail turnover reached 59.68 billion yuan, up nearly one times from last year. But the number of complaints involving online shopping 28,245, ranked first, more than half of Beijing's total complaints, the main problems include unauthorized cancellation of orders, delay delivery and so on.

To this end, Beijing, including Beijing-east, when, Amazon China, more than 100 online shopping companies have joined the "consumer disputes to quickly resolve the green channel." In 28,000 online purchase complaints, through the Green Channel Division member units of their own reconciliation of 17,403, improve the efficiency of online shopping dispute resolution.

However, Huangxiaowen pointed out that the current network shopping flow distribution is not timely, unilateral cancellation of orders, false publicity issues relatively prominent, some of the electrical business after-sales service construction lagged behind the speed of enterprise expansion, consumer dispute resolution is not timely.

Reply to complaint within 2 hours of working day

Last year's crazy online shopping promotion caused a variety of problems, Huangxiaowen reminded the electric business enterprise, must avoid fictitious original price, false discount, illegal promotion and other unfair competition phenomenon, eliminate vicious competition, low-level competition, major holidays and other promotional activities before doing a good job of consumer risk warning and contingency plans to ensure the supply of goods.

To standardize online shopping, yesterday, Beijing East, where guests, when, millet, le Bee, Le You, such as 24 of network retail electric business enterprises signed to enhance the service capacity of the book, said not to sell fake, not to do false promotions, in accordance with the express time to return the failure to achieve consumer advances. Website in the implementation of large-scale promotions, shop celebrations before the business sector to the location of the record, and must develop a comprehensive customer service emergency event handling program. In the highly criticized after-sales service link, asked the network to buy the consumer inquiries within 4 hours to respond. During working hours, the response time of the complaint to the consumer should not exceed 2 hours, and the response time of the non working time is not exceeding 12 hours.