Zhongxiaoxie calls for the establishment of non-litigation settlement mechanism of network transaction disputes

Recently, Zhongxiaoxie released the latest statistics show that in the first half of 2011, the National Association of 21 Provinces and municipalities received a total of 5,530 complaints network consumption. At present, the network consumption disputes are mainly focused on the following major issues: publicity and physical disparity, the quality of goods, format contracts to be standardized, logistics distribution problems frequency, after-sales service disputes, payment of money may exist risks and consumer information security risks. Zhongxiaoxie suggested that consumers should enjoy unconditional return, as soon as possible to establish a network transaction dispute non-litigation solution mechanism, so that consumers benefit more powerful protection.

Question 1: The wide gap between advocacy and physical

"Guarantee authentic, 30 days effective, invalid refund" People Yao saw a website a seller of "baby" body plastic clothing propaganda, immediately spent more than 500 yuan to buy back the body plastic clothing, but after the "baby", Ms. Yao was somewhat disappointed, "The color is wrong, packaging and labels look very inferior, The box was torn apart and found to be "modified" by other packaging. "And the more let Miss Yao" Wohuo "is still in the back, just put on the body there are many" ", one day down, Yao woman's skin red and itchy, produced an allergy, but Miss Yao will this set neither" body "and not" plastic "clothes thrown into the washing machine, but also serious fade.

A few people like Ms. Yao have had similar online shopping experience, it can be said that network advertising and publicity is the main basis for the selection of goods, some operators on the use of exaggerated marketing rhetoric, not real pictures, false evaluation of transactions, so that the original quality of the general or even inferior products, in the "packaging" after "the show".

Question 2: The quality of goods is mixed

A few days ago, the net buyer Mr. Wu fancy a seller sales of a mobile phone, the page labeled "Official Standard", and the seller good reputation, the key is that the price is cheaper than the physical stores near thousand yuan, Mr. Wu did not hesitate, immediately click "Payment." After the mobile phone, Mr. Wu found, said it is "official standard", but the lack of a pair of headphones, and a day and a night of electricity also did not allow the mobile phone "boot." Mr. Wu contacted the seller, the seller insisted that the goods sold in the past did not appear such problems, not returned.

Internet buyers have more or less met the quality of goods, lack of furniture parts, clothing fabrics have flaws, the length of the sleeves are different, and so on the issue so that the network buyers are "tangled", and even some of the group purchase site to earn the middle price difference, "fake mix", consumers buy goods are defective, simulation goods, second-hand.

Question 3: Format contracts to be regulated

Netizen "Xiao Lin" is a veritable net buys a person, her net buys "career" already amounted to 6 years, this 6 years, Kobayashi met countless times "cheat". Kobayashi summed up the seller to shirk the responsibility of "unequal treaties", for example, "due to the freight cause of the problem or can not be used, the operator is not responsible for", "if the goods are defective, can only request repair or replacement, no return", "physical and online pictures have differences, do not affect the use of, do not Exchange", "once signed, Seller is not responsible for "and so on, these" treaties "have let" Xiao Lin "ate" grievances ".

At present, the network format contract does exist many problems, such as sellers use the format of the contract exemption, deliberately with small text writing, vague words, obscure and so on, in these "unequal treaties", the buyer is the seller "colonial" situation is not uncommon.

Question 4: Logistics distribution problems frequently

Netizens "All the way to the north" in the post complaining, in order to congratulate friends new store opening, he spent a few days in the online more than 2000 yuan to buy a symbol of "hundred" of the jade cabbage, when he opened the layers of packaging, but stunned, this "cabbage" has become a "dumpling stuffing", broken into several pieces, he immediately contact the seller, asked exactly what the situation, However, the seller of a "This is The courier company, and we have nothing to do" let his heart also followed the "broken", express company but also said "we can not determine whether the seller is in good mail," for a time, he did not know where to argue.

At present, network goods are generally commissioned by the network Merchants Third-party Express delivery company, in recent years, there are Web sites, product suppliers, express companies between the prevarication, shirking the responsibility of the situation, the goods appear damaged, consumers often do not know who to ask for compensation.

Question 5: Evaluation of search mystery

Recently, the Citizen Lin wants to buy a razor, see a website a seller's import razor price cheap, then move the idea of a single. However, the net purchase experience is rich in Mr. Lin did not rush to sell, but point opened the product "buyer evaluation."

"With good, electric power is sufficient", "this price to buy such a good thing, too value", "Do not buy really will regret" ... See buy this product buyers praise such as the tide, Mr. Lin more firmly believe his choice. However, the shaver has been used for two days, the blade is not able to rotate, the charging interface is bad, and it can't be used. Mr. Lin puzzled, "Why is it so bad that everyone agreed?" ”

and listen to the seller's subjective "puff" compared to the net buyers are more willing to see the buyer "experience" how, but they do not know, is that this section of the commentary hidden a lot of mystery, some online shopping platform inside employees after the seller to pay, "aiding", the use of authority to change the evaluation of the store, will be in the negative comments and other adverse remarks shielding.

This edition of the new newspaper reporter Qi intern Sun