In 2018, "Double Eleven" And "Double 12" Online Consumer Complaints Increased By Nearly 80% Over Last Year.

China's State Administration of market supervision 14, from the national 12315 Internet platform acceptance situation, in 2018, "double eleven" and "double two" online consumer complaints report increased by nearly 80% compared with the same period in 2017.

Recently, in view of the hotspots of online consumer complaints during the "double eleven" and "double Twelfth" period, the market supervision administration has convened a number of business enterprises to hold an administrative guidance meeting, so that relevant enterprises can actively and properly handle consumer disputes, guide enterprises to implement their main responsibilities, and further improve the online dispute mediation mechanism and further standardize the order of the network market before the Spring Festival.

The head of the Network Supervision Bureau of the market supervision bureau said that from the national 12315 Internet platform acceptance, as of December 24, 2018, 43032 consumers submitted a total of 124981 complaints on the "double eleven" period (from November 1st to 11th) and the "double Twelfth" period (from December 1st to 12th), involving 49023 enterprises, an increase of 77.7% over the same period in 2017, and consumer demand mainly concentrated in household products, clothing shoes and hats, food, cosmetics and rental services.

Among them, the question of "refusing to perform the contract", "failing to fulfill the three package obligation" and "failing to fulfill the obligation of delivery or installation according to the agreement" are quite prominent.

The market supervision bureau also said that the online dispute mediation enterprises were outstanding in the rapid safeguarding of rights and positive reconciliation.

At present, there are 3552 Online Dispute Mediation enterprises (ODR enterprises) across the country's 12315 Internet platforms, which directly deal with disputes among consumers. The average processing time is 8.6 days, the average settlement success rate is 50.35%, the efficiency is 2.6 times of the traditional mode, and the consumer satisfaction is effectively improved.

The head of Network Supervision Bureau of Market Supervision Bureau stressed that from the perspective of consumer feedback, ODR enterprises directly deal with disputes with consumers, saving the cost of safeguarding rights, improving work efficiency, and better displaying the image of corporate integrity management and lawful operation.

It is hoped that more enterprises will join the green channel of online consumer dispute resolution, and constantly improve the quality and service level of goods, reduce consumption disputes as much as possible, promote consumption growth, and create a good consumption and market environment.

The responsible person said that the next step is to actively implement the "e-commerce law", "consumer rights and interests protection law", improve the online dispute mediation mechanism, conduct a comprehensive consumer complaint publicity, and continuously promote market supervision departments, e-commerce platforms, industry organizations and consumers to participate in the effective co operation of the consumer environment, social pluralism and co governance.