NET purchase order cancelled, who changed to decide

recently, a " jingdong Shopping, without my consent to the deletion of the order was deleted how to complain? "Posts in more than network community appears, the poster also disclosed to Jingdong customer service complaints of the entire record. A stone stirred thousands of layers of waves, many of the followers are also "bask" in the recent himself in the online shopping has been an unwarranted deletion of orders, denounced the network sellers lack of integrity.

Unlike real-world transactions, online shopping does not need to be delivered in one hand, and "orders" are often considered "quasi-contracts" between the parties to a deal. In that case, does the merchant have the right to delete the orders from consumers and tear up the paper contract?

Order submitted 29 days after deletion

According to the post of Mr. Lin, his own years ago in Jingdong Mall ordered a pair of snow boots, this is intended as a gift for Mother's Spring festival, but orders from January 15 after the submission, has not received the goods.

During this period, Mr. Lin has many times through the telephone and the customer service website and Jingdong Mall to communicate, although repeatedly received "will expedite the handling of shipments", "has been urged to handle as soon as possible, please wait a moment" reply, but Mr. Lin has never been with his ordered goods "meet." Finally after waiting for 29 days, Jingdong to "delete the order" way, the Gordian knot, the end of the transaction completely.

According to the order number "142717293" provided by Mr. Lin, the reporter call the Jingdong customer service telephone, Jingdong customer service staff said that the order is from the east side of the Beijing-eastern Third-party sellers sourcing, has commissioned the Canton Post delivery, the current status for the order has been deleted, the corresponding money has been returned to Mr. Lin's account.

For the reason for the deletion of the order, the shop customer service staff said that due to the goods distribution status shown as lost, and comprehensive consideration of orders has been more than 20 days, in order to avoid orders within the stipulated time limit into automatic completion of the status, resulting in no refunds, so Jingdong will cancel the order. If Mr. Lin still wants to buy this item, he will need to resubmit his order.

Mr. Lin said he was unable to understand the interpretation of the Beijing-east. As a result, orders were dragged too long, and jingdong before the image of a great discrepancy; Secondly, the shoes are for the mother's gift, although the Spring Festival has passed, but they did not express the request to terminate the order, Jingdong unilaterally canceled orders, in advance and did not consult with their own, and did not give a statement, people difficult to accept.

The breach of faith happens frequently

In fact, Mr Lam's encounter is not a case, and the deletion of consumer orders is more than one Beijing east. December 2011, the consumer of Mr. Ho through the Amazon website Order of "Red mushroom" orders were canceled; also last December, Dangdang launched the "0.1 Yuan men cleansing Milk" was suddenly canceled after a number of orders, attracting many consumers to question; this February 7, Jing Dong to "system automatically identified dealers" as the name, Mr. Lin's mobile phone order was canceled.

In the online shopping market, businesses to out of stock, the wrong price for the "delete order" behavior is not uncommon, although businesses can always find such or such a reason, but seriously affect the credibility of the network shopping market.

According to industry insiders, online shopping market chaos, many sellers, electric Shangdou to introduce low-cost marketing approach to attract consumers, but when the consumer frantically snapped up, the merchant also to out of stock, inventory and other cover for the cancellation of orders.

The most profound consumer impression should be dangdang successive occurrence of several Oolong events: Adidas Shoes priced 1 yuan, Samsung mobile phone price of 110 yuan, the original price of 100 yuan books are priced 50 yuan ... After a large number of consumers ordered, and the price is wrong, or discounted items have been sold out, the consumer submitted orders deleted.

As we all know, many shopping websites often play low price signs, for example, a dollar snapped up, seconds to kill the zone, time to buy, and so on, consumers are often attracted by these gimmicks, but the real can "pick up cheap" but few, the credibility of which is not textual, and, due to the network management and supervision of the loose, so that consumers are difficult to "Find Hozhi."

Consumers can defend the rights according to law

Whether the above incident is a website error or promotional stunt, we do not know, but the Internet seller unilaterally delete the order of the Act of infringement of the interests of consumers?

Beijing surplus Branch law firm's legal advisers told reporters that online shopping generated orders is also a contract, the price of the wrong or out of stock is the merchant's own negligence, the mistake is not consumers, so consumers can ask businesses to continue to fulfill the original order. However, consumers want to rights, but there is difficult to obtain evidence, because the shopping web page can be modified and deleted at any time, so consumers can provide the evidence only to crawl the Web page or through other consumers to prove, but the effectiveness of these evidence, so that consumers are struggling to defend their rights.

Not only that, some businesses also on the basis of Web site agreement, refused to compensate consumers or compensation. For example, in the user agreement of the electric business, it is generally written that "if there is a shortage of electricity dealers have the right to cancel the order" regulations. In this regard, the Chinese Network Law network chief legal Adviser Zhao occupation that, because the electricity shortage information for consumers is opaque, vague, is not out of stock only by the electric or sellers themselves know, so this regulation is suspected of overlord clause, does not have the legal effect for the merchant exemption.

Zhao occupation, said that for some businessmen do not have good faith, in addition to the civil liability, but also to the legislation to give certain administrative responsibility, the dishonest behavior and qualification hook, through legislation to establish the credibility of the network shopping mechanism. "China Quality News"

"Good reviews"?

Network shopping after-sales service Quality Tracking series report two network shopping after-sales service quality tracking one of the reports

Newspaper reporter Zhu Zhuo

Regular online buyers know that after receiving the goods, consumers will often receive e-mail from the website, inviting the evaluation of goods. Recently, a consumer to reporters that online shopping, due to the quality of goods is not satisfied, gave the site an objective "bad comment." Curiously, however, "bad reviews" have not been shown online. Why can't the bad net purchase evaluation show? Is there something fishy in the back? The reporter conducted an interview.

Mr. Zhao, who lives in Chaoyang District, Beijing, recently reported to reporters that he bought an ipad bluetooth keyboard on Jingdong Mall and found that the keyboard is small, typing is not convenient, typing speed is not even as fast as the ipad touch screen. Because of the quality of the goods are not satisfied, Mr. Zhao then in Jingdong Mall to carry out a commodity evaluation, truthfully described the keyboard operation inconvenient. However, this "bad comment" has not been shown on the comments page.

In this respect, the reporter calls Jingdong Mall customer service telephone, staff said, the commodity appraisal did not show, may be the platform system reason. At the same time, the BoE said that the network of Evaluation platform system by the special Information department to be responsible for management, product and service quality evaluation will be retained, the mall "about" not.

Reporter browsing Some online shopping forum found that online shopping evaluation does not show is also one of the topic of hot discussion, and Mr. Zhao has the same experience of a few netizens. Some netizens questioned that, is not any of the online shopping site comments have been intercepted? Is there a comment that will be selectively screened?

China Academy of Social Sciences Information Research Center Secretary General Qiping said, consumers online after the commodity evaluation, the Web page does not show that there may be a variety of reasons, including Web site management staff to discriminate against users, encounter hacker attacks, technical failures lead to poor lines and network damage, etc.

"Around" is a kind of attitude or strategy that many consumers buy. And in the online shopping, browsing the commodity user evaluation is the consumer comparison, chooses the commodity the basis one. More than 85% of people who shop online will first refer to user ratings and more than 80% will be affected by user evaluations, according to a number of Internet survey agencies.

A good evaluation of goods may result in a doubling of sales and profits for businesses, and a poor evaluation of goods could lead to the closure of shop closures. It is because of its importance that businesses also value commodity evaluation. According to the consumer's psychology of shopping, a certain section of the net purchase goods appear individual difference evaluation, very normal. However, if for the same commodity, a lot of users to give negative evaluation, then the potential consumers in the purchase will often "weigh", some consumers are likely to be the product of the bad comment "scare back". Industry insiders pointed out that, in this context, some network purchase evaluation platform and manufacturers to consider in the review of the release process and comments on the content of "tampering."

A former owner of a shop selling clothes at Taobao Fair told reporters that from the previous experience of the shop, in order to obtain a higher credit rating, some businesses or network to buy evaluation platform management, for consumers to give the difference is often carefully handled, sometimes in the audit deliberately "card" live this comment, resulting in comments can not be displayed online. In addition to reviewing the content of the cordon, some of the evaluation of the quality of goods and services, sometimes even on the platform of the commentary, over time will be "quietly removed."

In contrast to this, there are some unscrupulous people use the resources in hand, through the brush credit platform to help sellers hype sales and reputation, so as to create sales and credibility of a good illusion. Reporter in Baidu input keyword "brush credit", a total of search to the relevant results 520多万个, a variety of brush reputation website, the company to provide public brush drilling, brush sales, brush credit and other services.

Reporter inquires to understand, because the network shopping is a kind of new shopping channel, our country still does not have the unified standard NET buys the commodity evaluation criterion. Recently, there have been reports that the French Standardization Association announced plans to establish a network of evaluation of the authenticity of the test standards. At the same time, the standard prohibits the shopping website to revoke the negative consumption appraisal.

Industry experts said that most of the online evaluation is the consumer based on their own goods and services to the quality of the objective feelings, if the site differentiated treatment of praise and evaluation, especially the "ban" on the evaluation of the behavior, to a certain extent violated the consumer's legitimate right to know. At the same time, is also a business or website for their own goods and services to provide a lack of confidence in the performance.

Bo, a prominent independent it commentator, said a real long-term operation of the enterprise, should be considered from the perspective of users operating network evaluation platform, to form a good online shopping environment and industry order, so that businesses realize that to get good user evaluation, we must rely on the provision of better products and services. In addition, the network purchase evaluation system platform provider should also improve the technical means to eliminate evaluation loopholes. Qiping suggested that a third party could be considered to establish a trusted network-buying evaluation agency similar to Alipay. The evaluation organization should not only provide real and effective information, but also arrange the on-site visit of customer service personnel to ensure the integrity and informative of the evaluation information. "China Quality News"

Phone harassment, personal information leaks.

It's all a bad comment.

Online shopping service quality tracking one of the reports

Editor's note recently, the newspaper received complaints from consumers, some reflect their own online shopping, not satisfied with the evaluation of goods can not be reflected in the site, and some complaints of their own orders were silently deleted; some consumers in the evaluation of the quality of goods suffered endless harassment and intimidation; , found himself on the "praise" when. Sink, Miles. Who dares to say that the quality of service issues that look small will not become a nightmare for some famous websites to collapse? This newspaper today launched the "Network shopping after-sales service quality tracking" series of reports, both to consumers to wake up, but also to those busy expanding the online mall to wake up.

Newspaper reporter Wushanshan

With the rapid development of internet shopping, network merchants and consumers pay more and more attention to the reputation of online shop. However, the reporter found that some sellers to maintain the credibility of the method is not in their own business, but through malicious harassment, forcing consumers to change the difference. Many consumers are complain.

Round-the-clock phone harassment

"It's OK to change the evaluation to a good reputation." "" You want to return the return, do not make bad comments. Otherwise ... "Miss single again angrily hung up the phone." In a few days, Miss single has received such a call almost all day, and she told reporters about a recent "nightmare" like the online shopping experience.

A week ago, a white collar of a foreign company in Beijing bought a silk dress at an online shop in Taobao. Shop has a crown of credibility, and signed the Consumer Protection agreement Taobao, single miss feel very relieved, not much want to pay the purchase order. After receiving the kind, she found that the dress not only in the color and style and the site shows the difference between the pictures, even the fabric is not the shop said silk, but chemical fiber. Feeling cheated by the sellers of the single miss, on this transaction did not hesitate to submit a "bad comment." However, it was this bad comment that brought her countless problems.

"Shop customer service at the beginning of the tone is very polite to let me change the evaluation, but also put forward to return the replacement." But when I learned that I was unwilling to change my opinion, I started a round-the-clock telephone disturbance. "Single Miss said, often in the middle of the night received the phone, and then hung, do not pick up the endless dozen, once shut down, the other side of the day on the call over, tortured her to work and rest hard.

Reporter according to the information of a single miss, found in Taobao this double crown-grade women's shop, found in the buyer evaluation, almost unanimously are praise. Reporter as a network buyer's identity to shop online customer service staff to inquire about the shopping encounter. Customer service staff Tangtang told reporters, shop daily turnover is very large, not very clear specific circumstances. For online shop, credit evaluation is very important, I hope that buyers in the store to check the shopping instructions after the purchase, do not because some is not the reason for the shopkeeper to the evaluation. For some of the problems caused by different eyes, the shop will make appropriate communication with the buyer.

It is understood that in the online shopping after the evaluation of the telephone harassment has not been a case, or even become a common phenomenon. Online shop to the credibility of the highly valued, is gratifying, but this forcible deprivation of a party's right to speak the integrity of the behavior, no doubt convincing, but also the construction of network integrity barriers.

Disclosure of personal information

Relative to telephone harassment, the Netizen Xiao Hong in giving a bad comment, more incur personal information leakage, and be malicious spread. Xiao Hong, who attends a key university in Beijing, said he received a lot of calls this day and asked if he was looking for a boyfriend, and many of them were students of the same school. Later, a classmate told her that the school forum to see her friend posts. So, Xiao Hong immediately turned on the computer for a check, indeed found in their own name to release the information of the levy.

"This article is very explicit content of friends, which not only have my name, mobile phone number and QQ number, even the address is accurate to the bedroom." Xiao Hong is very angry. After the help of the classmate, she inquires to the sender's IP address in Shanxi. After careful reflection, Xiao Hong and recently by their own to give a bad comment on a network of sellers to get in touch. The other party bluntly admitted that it was done, and proposed that as long as the small flood will be a good comment on the "wipe out." Small flood anger, but in accordance with the request of the other party, modified the evaluation, "online shopping encounter this kind of black-hearted sellers only compromise, if hard to carry on, do not know what the other means." ”

Ms. Hou in Zhejiang has a similar experience. In a network shopping, because there is a flaw in the goods, Ms. Hou asked to return, the seller showed acceptance of 7 days returned goods, but did not perform, Ms. Hou on the transaction made a bad comment. The seller later contacted Ms. Hou and refunded the payment. However, since then Ms. Hou has always received abusive and threatening phone calls, after the investigation is the seller, the reason is that a bad comment. Ms. Hou told the other party immediately stop, or will alarm, who knows the other side unexpectedly sent a message, the information contains Ms. Hou's home address, telephone, work units, and even a photo with the children. In the end, Ms. Hou also chose to change the evaluation.

There are also a number of consumers, such as Xiao Hong and Ms. Hou, who have experienced personal information leaks and even personal threats. In the face of aggressive, means of endless sellers, many consumers eventually reluctantly chose to compromise.

"No compromise" is needed to safeguard the road

After online shopping, the evaluation of the transaction, regardless of praise, is the right of consumers. And the above frequently occurred overlord sale, forced to ask consumers can only say well, can not speak bad, otherwise harassing retaliation, is undoubtedly the infringement of consumer rights.

In response to the disclosure of personal information, Zheng Ward law firm Shorin lawyer said that the victim has the right to hold the infringer's civil liability, for the damage, the victim can claim damages, the infringer may also face the administrative punishment of Public Security Administration. Because no matter what motives, the customer's private information can not be disclosed without authorization, otherwise will bear the corresponding legal consequences.

In response to telephone harassment, Yao, a special lawyer for the network, said telephone harassment would constitute a civil or criminal offence. She suggested that in the face of such harassment, consumers should pay attention to the retention of telephone recordings, telephone numbers and other evidence to the public security organs to report. If you find this person, you can apply to the court to ask the other party to stop harassing, claim mental loss and apologize. The public security organs have the right to detain the harassed persons for punishment.

Taobao Customer Satisfaction Center responsible to reporters, Taobao efforts for consumers to create a fair, honest network shopping platform, to this end, the June 2010 officially promulgated the "Taobao User Behavior Management Rules (revised edition)", the seller's irregular behavior constraints and management. For all kinds of behavior including harassing buyers, Taobao will be severely punished according to the rules. The other side of the proposal, in the face of malicious harassment, consumers will call details of a single, missed call screenshots, call recordings, etc. to save, as evidence to Taobao "small two". Taobao consumer Rights Department after repeated investigations, confirm that the seller still has phone harassment after the warning, will be under the "Taobao User behavior Management rules", the seller "in violation of other Taobao agreements, regulations or other violations of law, morals or public order good behavior" level of punishment, shielding shops, restricting the release of goods, and publicity warning 48 days. Taobao said that if the seller in the publicity period of any irregularities, will increase penalties.