China Quality News Network learned from official website of Jiangsu Provincial Administration for Industry and Commerce that the overall pass rate of online trading goods in Jiangsu last year was 70.5%, and the products with less than 50% pass rate in sampling inspection included glasses, children’s toys and lamps. The protein powder bought online has shrunk by half, and there is something wrong with diet pills. What should I do? On March 8, the Jiangsu Provincial Administration for Industry and Commerce reported the quality sampling of online trading goods in 2017, and announced the typical cases of online shopping complaints in Jiangsu in 2017 and consumption tips.
Sampling notification
Last year, Jiangsu Industry and Commerce conducted a special sampling inspection on the quality of crystal jewelry, textiles and clothing, decoration materials, household appliances, information technology equipment (mainly mobile power supplies, wireless routers, smart children’s watches, etc.), children’s toys, lamps, glasses and other goods sold by registered operators in the province. A total of 1493 batches of samples were taken in the whole year. After testing, 1052 batches were qualified and 441 batches were unqualified, with an overall pass rate of 70.5%. The quality of online trading goods was generally stable and good.
Judging from the categories of products sampled, the pass rate of crystal jewelry sampling is 91.8%; The qualified rate of textiles and clothing is 66.2%; The qualified rate of sampling inspection of decoration materials is 98.3%; The qualified rate of household appliances is 87.5%; The qualified rate of information technology equipment (mainly mobile power supply, wireless router, smart children’s watch, etc.) is 53.3%; The pass rate of children’s toys sampling inspection is 46%; The qualified rate of lamps is 45%; The pass rate of glasses is 47%. Judging from the sampling results, the qualified rate of different kinds of goods is quite different, especially the qualified rate of glasses, children’s toys, lamps and other goods is less than 50%, which is a problem.
Jiangsu Industrial and Commercial Bureau has published the sampling results of online trading goods in six times on the official website of Jiangsu Industrial and Commercial Bureau. In addition to notifying producers, online commodity operators and third-party trading platforms, the industrial and commercial departments also ordered the sampled online commodity operators to stop selling immediately according to law, and instructed and urged the third-party trading platforms to delete, block and disconnect the commodity information about the unqualified commodity information and the virtual shops of the sampled online commodity operators.
In addition, in 2017, the province’s industrial and commercial system filed a total of 1912 illegal cases in the online market, with a fine of 30.083 million yuan, of which 123 were unqualified online sales. This year, the industrial and commercial department will optimize the sampling inspection of electronic products, maternal and child supplies, and student supplies.
Typical case
No1
After more than a month of buying chocolate by sea, the operator finally paid compensation in Yancheng.
[Online shopping case]
On January 5th last year, Mr. Wang bought an imported "/mars" British chocolate on a cross-border online shopping platform. In the following days, the merchant delayed the delivery. During this period, Mr. Wang repeatedly urged him, and all the merchants said that due to the long overseas delivery cycle and the weather, the customer service suddenly said that the product had been removed from the shelves in late February and was out of stock, asking Mr. Wang to apply for a refund. When browsing the store, Mr. Wang found that the registered place of the operator was in Hong Kong, and there was a small line at the bottom of the page, "This store was operated by a network technology company in Yancheng". Mr. Wang contacted Yancheng Industrial and Commercial Bureau with the psychology of giving it a try. After mediation, the company finally compensated Mr. Wang and 200 yuan.
Industrial and commercial personnel said that after placing an order, consumers reached a sales contract with the online shop operator, and the online shop operator did not deliver the goods according to the agreement, which was a contract breach.
[Consumer Tips]
When consumers buy imported goods through the internet, they should know clearly about the performance, logistics and delivery cycle of the goods, and it is best to choose appropriate business entities and delivery methods. At the same time, attention should be paid to keeping relevant transaction records and other evidence.
No2
I bought diet pills and had dizziness and stomachache. It was originally that Wechat business found a manufacturer to "customize".
[Online shopping case]
Xie bought 6 sets of slimming capsules of a certain brand from Zhu through WeChat, totaling 2,130 yuan. Xie and his lover have weight loss effect in the early stage, and at the same time have symptoms such as dizziness and stomachache. The doctor decided that the diet pills should be added with some illegal drugs. Afterwards, Xie told the manufacturer of diet pills that the manufacturer said that this diet pill was customized by a Wechat business customer Zhu in their factory, and he was responsible for the after-sales problems. However, Zhu said that the goods were regular products and refused to make after-sales compensation. After mediation by the industrial and commercial department, Zhu finally refunded Xie’s payment and compensation totaling more than 20,000 yuan. At the same time, the bureau also filed a case against Zhu’s illegal behavior.
The industrial and commercial personnel said that the merchants publicized and sold diet pills that did not meet the safety standards through WeChat. According to the relevant provisions of the Food Safety Law, the merchants should compensate for the losses and pay compensation of 10 times the payment amount.
[Consumer Tips]
Consumers should be cautious about the promotion of goods in Wechat business, and don’t believe in health care products that claim to have therapeutic effects. Health care products that claim to have the effect of losing weight may be added with non-edible substances prohibited by the state, which will bring harm to human health after eating.
No3
"Promotion for 3 hours" lasted for several days. Online shop "fudged" and met a real person.
[Online shopping case]
The Consumers’ Association of Binhai County, Yancheng City received a complaint from consumers, reflecting that an online shop declared that "there are three hours left in the promotion price of 26.8" when selling paradise umbrellas and other commodities. Consumers were worried about the price increase and immediately placed an order to buy. Later, consumers found that the promotion continued after three hours. A few days later, the promotion of this commodity was changed to "there are three hours left in the promotion price of 29.9", which still lasted for several days. After mediation by industrial and commercial personnel, the online shop reached an agreement with consumers through consultation. At the same time, the industry and commerce department has standardized the promotion behavior of online stores.
[Consumer Tips]
When consumers buy goods online, they should compare as much as possible, and don’t be fooled by the false propaganda of merchants; Attention should be paid to retaining relevant evidence, including trading commodity number, commodity picture, trading time, screenshots of web pages, chat records with sellers, relevant bills, etc. Once necessary, rights can be defended according to law.
No4
The arrival of online shopping protein powder "shrinks" by half, and then sign for it a priori.
[Online shopping case]
Mr. Zhu saw a well-known brand protein powder merchant on the Internet make a big promotion. The activity price of 450 grams of protein powder was only 50 to 60 yuan, so he bought 4 barrels and spent 231 yuan. Upon receipt of the goods, Mr. Zhu was blindsided, and the packaging of protein powder was damaged, and only one barrel was 450 grams, and the other three barrels were only 150 grams. The online store said that if the damage is serious, you can choose to return the goods, but the request to refund the difference or reissue 900 grams of protein powder is rejected. Upon inquiry, the industrial and commercial personnel learned that Mr. Zhu did not keep valid evidence such as screenshots of the online shop’s activities. After mediation, the online shop refunded the difference of 115 yuan to Mr. Zhu. At the same time, the industry and commerce department has standardized the promotion behavior of the online store.
[Consumer Tips]
Treat online promotion rationally, and don’t buy it easily because of the low price. When receiving the goods, you should inspect the goods before signing for them. If you find that the goods are damaged or the goods list is inconsistent, you should contact the seller in time, pay attention to intercepting the publicity webpage and keep the chat record shopping voucher.
No5
Wechat likes and recharge points are beautiful. In fact, they have not been cashed.
[Online shopping case]
In order to attract popularity, a car 4s shop in Jintan District of Changzhou released a WeChat praise collection activity through WeChat WeChat official account. The content of the activity shows that prizes can be won if a certain number of praises are collected, and it is not limited to first come, first served. Due to the store’s underestimation of the number of participants in the event, the number of prizes prepared is limited, so we can only tell the winners that the number of prizes is limited and has been distributed. After mediation by industrial and commercial personnel, the merchants exchanged prizes for consumers.
Coincidentally, there is another case where the promise can’t be fulfilled: a shopping mall in Zhonglou District, Changzhou launched an online recharge and return of points. The content of the activity shows that any customer can return the corresponding amount of points by recharging on the online platform of the shopping mall. One point can be used as one yuan, and any goods can be purchased on the online platform without other relevant restrictions. Due to the mall’s underestimation of the number of participants in the event, the business qualification review of merchants on the platform was not strict, and the amount of recharge exceeded its affordability, so the mall frozen some customers’ online accounts. After mediation by the market supervision department, the mall redeemed points for consumers.
[Consumer Tips]
Consumers should be careful to participate in preferential activities such as WeChat praise collection and point redemption. On the one hand, they should pay attention to reading the details of the activities and try to fully understand the relevant requirements of the activities. At the same time, they should keep relevant evidence such as screenshots of the activities in order to protect their rights in time.
No6
Online shopping encounters false delivery and return, and there is a mystery.
[Online shopping case]
Mr. Liang took a pair of sandals with a price of 61.92 yuan in an online shop. After payment, Mr. Liang saw the system prompt "The seller has delivered the goods" on the Internet. As the automatic account transfer day approached, Mr. Liang could not find the logistics record. The invoice only filled in such contents as "Your order has been picked by a third-party seller and will be delivered to A Niu after delivery, and the contact number is 186 * * * * * *". After investigation, the telephone number is the business telephone number of a company in Zhenjiang. According to the industrial and commercial personnel, the seller recently placed more orders and was busy with business, and did not deliver the goods in time according to the standardized process. Finally, the two parties reached an agreement.
What Ms. Sun encountered was even more disturbing: she bought a dress in an online shop, and the online shop did not deliver it according to the agreed time. When she didn’t want to apply for a refund, the customer service asked to change the reason for the return from "not delivered on time" to "the consumer didn’t like it", otherwise she wouldn’t return the goods. As a result, consumers complained to Wuxi Xishan District Market Supervision Bureau. After mediation, the two sides reached a settlement.
[Consumer Tips]
Some online stores often ask consumers to fill in the reasons for returning goods as "I don’t like it" or "No reason for 7 days" in order not to affect the reputation of the store, otherwise they will not agree to return goods. This is against the relevant regulations. In addition, if the seller intentionally makes false delivery, it is suspected of fraud. Therefore, consumers should pay attention to logistics information in time. If the seller deliberately delays delivery, they should keep the evidence in time and complain to the e-commerce platform and the 12315 hotline where the seller is located. If you need to return the goods, you should communicate with the merchants properly and fill in the reasons for returning the goods reasonably. In case of unreasonable refusal to return the goods, rights should be protected in time according to law.
