Over 1.09 million negative messages related to "performance ticketing"! The China Consumers Association has named these platforms for consumption, public opinion, and information

During the "618" period of this year, the China Consumer Association used the Internet public opinion monitoring system to conduct online big data public opinion analysis on the relevant consumer rights protection from June 1 to 20, and recently released the "618" consumer rights protection public opinion analysis report. Which areas of consumer rights protection have been highlighted by the China Consumers Association? Why do these consumption problems arise? How to improve the consumption environment?

01

This year's 618 sales have been booming both online and offline

Rights protection focuses on online shopping, performance ticketing, and other aspects

According to third-party platform supply data, the overall sales revenue of the 618 network this year was 798.7 billion yuan, a year-on-year increase of 14.7%. According to monitoring data from the National Postal Administration, from June 1st to 18th, the entire industry collected a total of 3.19 billion parcels, a year-on-year increase of 26.6%.

The China Consumers Association stated that in sync with the lively competition between traditional online e-commerce and live streaming e-commerce, this year's 618 offline promotions in different industries and scenes are also hot. Zhang Zheng from the News Department of the China Consumers Association stated that a series of diverse offline activities, such as fashion shows, mini music festivals, and garden fairs, relying on urban complexes or independently carried out, have attracted a large number of young consumers.

According to a report released by the China Consumers Association, negative information on consumer rights protection during the 618 shopping festival this year mainly focused on online shopping, performance ticketing, and rights and interests rules. Among them:

In terms of online shopping

The China Consumers Association has collected a total of 2942137 pieces of negative information related to "online shopping". During this year's "618" period, the public opinion related to online shopping was relatively stable, with less concentrated feedback from netizens, and the public opinion was mostly presented in the form of individual cases.

Zhang Zheng: According to media reports, a consumer in Hangzhou purchased a Siemens refrigerator online from an e-commerce platform, but upon receiving the goods, they found that it was not the Siemens brand promoted by the merchant, but the "Little Duck" brand. The online purchased refrigerator was not the right one.

In addition, there are consumers who purchase soy sauce online and discover live insects after opening and using it.

■ Performance ticketing

During the monitoring period, the China Consumers Association collected a total of 1097844 negative information related to "performance ticketing", and the negative information showed a concentrated trend. Among them, the suspected ticket skipping at the Songshan Music Festival and abnormal orders for the "Mayday" concert have caused many netizens to question.

Zhang Zheng: During the "618" period, the ticket refund incident at the Songshan Music Festival attracted attention. Netizens have reported that tickets to the Songshan Music Festival will be available for sale on Damai.com at 18:00 on June 15th. The previously filled out ticket for the 23rd is suspected to have skipped the 24th, and the platform does not provide a refund service. However, Damai.com responded to this by stating that there is no ticket skipping situation and currently does not support ticket refunds or exchanges.

In addition, the abnormal order of the "Mayday" concert also caused consumers to complain that hundreds of netizens were forced to refund their tickets for the "Mayday" concert on the ticketing platform "Fun Play Island". The platform said that the abnormal order was generated in violation of the rules, but the netizens said that the purchase way was normal.

In terms of equity rules

During the monitoring period, the China Consumer Association collected 579345 pieces of negative information about the "rules of rights and interests". The focus of attention was mainly on the event that the 500000 points of the artist Hu Bing of China Eastern Airlines were cleared. In addition, the event that women roast about the differential treatment of the use of group coupons in Baiguoyuan also attracted media attention.

02

The short version of "promoting consumption and boosting confidence" still exists

Business entities need to build more sincere business models

The China Consumers Association pointed out that during the monitoring period, there was a significant rebound in consumption. However, the gathering of public opinion in consumption scenarios such as online shopping and commercial performances, as well as the interaction and game between rules and rights in different scenarios, indicate that there are still significant shortcomings in promoting consumption and boosting confidence among relevant business entities.

Some e-commerce platforms have shortcomings in controlling the quality of products during the centralized promotion period

Zhang Zheng: The statement from the seller's customer service that "in order to ensure Siemens' market, we cannot hang Siemens' brand" is obviously contradictory to the online shopping "Siemens" receiving "duckling". The standard source of goods and promotion motivation of merchants cannot withstand the test and scrutiny of "integrity". What needs to be further investigated is whether the platform has conducted necessary "formal review" and implemented effective supervision and management for such "abnormal" merchants and suspicious transactions?

The China Consumers Association suggests continuously strengthening the compliance operation of e-commerce platforms, calling on merchants and platform enterprises to strengthen self-discipline, and continuously strengthen supervision and control of illegal and irregular behaviors in e-commerce marketing and promotion activities.

There are shortcomings in the standardized management and technical support of ticketing, which is an important support for the commercial performance consumer market

In recent years, commercial performances with rich program content and diverse performance types have flourished, playing an important role in driving cultural consumption and enriching the cultural life of the people. However, there are weak links in the content review and ticketing management of performances, which have affected the high-quality development of the performance market.

Zhang Zheng: From the two cases discovered in this public opinion monitoring, it can be seen that the ones that have sparked consumer questioning and questioning are all directed towards ticketing sales platforms. Is it a technical malfunction or human intervention behind the suspected ticket skipping and abnormal order? The organizer should not only promise to "solve the problem as much as possible", but also have the determination to pursue it to the end and provide satisfactory solutions for ticket buyers.

The China Consumers Association pointed out that cultural and tourism administrative departments at all levels should use information network technology to strengthen the supervision and management of performance ticketing operations and ticket source flow, explore the establishment of a national unified performance ticketing supervision service platform, monitor performance ticketing sources and flow in real time, promote open and transparent ticket warehouses, and promote fair trading of performance ticketing.

Some companies have shortcomings in formulating and implementing rules from a consumer rights perspective

Zhang Zheng: China Eastern Airlines' practice of clearing 500000 mileage points according to rules may be in compliance with regulations, but this move clearly deviates from the original intention of the company to repay and maintain customers. If companies can stand more from the perspective of consumers, they will definitely find a more secure and flexible notification and reminder channel than just sending text messages, and a more comprehensive and warm "member retention" plan than directly "clearing to zero".

The China Consumers Association stated that various business entities should seek and build more sincere and well intentioned business models to meet more diverse and high-quality consumer demands, and work together with the government and industry to create a healthier, more rational, and higher quality consumption environment.