The annual "Double Eleven" Festival is about to kick off. While participating in the "feast" of shopping, consumers must also beware of all kinds of hidden "traps". In order to comprehensively and objectively reflect the integrity of e-commerce during the "Double Eleven" online shopping festival, China Credit magazine, a China reform newspaper, today released the "Double Eleven" Early Warning Report on Credit Risk in E-commerce (2018) (hereinafter referred to as the "Early Warning Report"). Based on the comprehensive consideration of the internal and external environment of the industry, the new problems and new trends that have emerged in the past year, and the analysis of the results of the questionnaire survey on online shopping of "Double Eleven", the Early Warning Report summarizes ten credit risks that consumers should guard against, five credit risks that businesses should guard against, and five trends that government departments need to pay attention to.
As an important node for consumers in China to conduct centralized online shopping, "Double Eleven" has become an important window to observe the credit construction in the field of e-commerce in China. Under the guidance of the National Development and Reform Commission, China Credit, a reform newspaper in China, has published an Early Warning Report for three consecutive years since 2016, which objectively sorts out and accurately judges all kinds of credit risks that may occur in the Double Eleven from the perspective of a third party, and puts forward relevant early warnings and feasible preventive measures, aiming at providing friendly reminders for consumers to shop online and providing necessary reference for relevant departments and e-commerce platforms to do a good job in risk prevention.
The "Early Warning Report" pointed out that at present, all localities and departments have continuously strengthened credit supervision, the awareness of service and supervision of major e-commerce platforms has been continuously improved, consumers’ awareness of credit risk has been significantly enhanced, and the online shopping environment has improved greatly compared with previous years. For example, breakthroughs have been made in the legalization and standardization of credit construction in the field of e-commerce; The awareness of mutual cooperation among various departments has been enhanced, and the joint efforts of governance have taken shape; The pace of credit construction in various regions has been accelerated, and the space for counterfeiting and all kinds of illegal business has been further reduced; The self-discipline awareness of the e-commerce platform has been enhanced and the credit environment has been further optimized.
According to the Early Warning Report, the top ten credit risks that consumers should guard against include the promotion risk of false profits, the risk of "mixed sales" of "online celebrity" products, the risk of "targeted sales" in the community, the risk of online shopping "second-generation" leaks, the risk of "fans" blindly following social platforms, the risk of impersonating e-commerce customer service fraud, the risk of "e-commerce exclusive supply", the risk of Haitao goods being fake and genuine, and some. The five major credit risks that businesses should guard against include: the limited operation risk stipulated by the "two-in-one" overlord, the rising price risk of logistics costs, the return risk of "seven days without reason", the positive and negative "violent" brush-off risk, and the "lack of bid" risk of rural e-commerce; The five major trends that the relevant government regulatory authorities need to pay attention to include the need to follow up relevant measures after the countries along the Belt and Road have become the "New World" of e-commerce, the hidden concerns of banks entering the "e-commerce loan", the imbalance of rural e-commerce business structure should be paid attention to, the problem that merchants’ promotional information disturbs people needs to be solved, and the development prospect of new e-commerce model remains to be seen.
In view of the above risks, according to the new situation of e-commerce credit risk this year, the Early Warning Report puts forward corresponding suggestions or preventive measures for government departments, consumers and businesses respectively. Among them, consumers should focus on "four understandings" and "four noes", that is, "know their own needs, so as not to be greedy", "know the rules of merchants, so as not to be confused", "know the trading procedures, so as not to be dizzy" and "know the ways to protect rights, so as not to be afraid"; Merchants should focus on "four more and four less", that is, "pay more attention to word of mouth and less attention to profit", "pay more attention to innovation and less blind imitation", "make more real profits and less sales promotion", "communicate more patiently and less complain and blame"; It is suggested that government departments should make "four further steps", namely, further promoting the effective implementation of the Electronic Commerce Law, further optimizing the market environment of fair competition, further strengthening the standardization of electronic commerce, and further "expanding the scope" of joint rewards and punishments, so as to make unscrupulous merchants afraid, unable and unwilling to break their promises. In addition, the annex of the Early Warning Report also collected "Ten Typical Cases of Trustworthiness" and "Ten Typical Cases of Breach of Trust" in the field of e-commerce.
It is reported that after the "Double Eleven" this year, China Credit magazine, a China reform newspaper, will also compile and publish the "2017" Double Eleven "online shopping comprehensive credit evaluation report, so please pay attention.
[link]
"Double Eleven" Early Warning Report on Credit Risk in E-commerce
(2018)
Honesty is an important content of socialist core values, and social credit system is an important foundation of economic and social development, which is highly valued by the CPC Central Committee and the State Council. Not long ago, the National Information Center collected more than 27 million pieces of information directly related to social atmosphere from January 2017 to April 2018 on Internet, Weibo, WeChat and other major platforms, comprehensively analyzed the demands of the masses, and sorted out the "Top Ten Worries of Social Atmosphere", among which "lack of honesty and fraud are flying all over the sky" was the most annoying thing for the masses. The General Secretary of the Supreme Leader made important instructions on this, demanding to pay attention to the worries and troubles of the masses and do the work in a targeted manner.
As a new economic format and business form, e-commerce plays an increasingly prominent role in China’s economic development. According to the China E-commerce Report (2017) issued by the Ministry of Commerce, in 2017, China’s e-commerce transactions reached 29.16 trillion yuan, up 11.7% year-on-year, and the national online retail sales reached 7.18 trillion yuan, up 32.2% year-on-year. Among them, the online retail sales of physical goods was 5.48 trillion yuan, a year-on-year increase of 28%, accounting for 15% of the total retail sales of social consumer goods. The rapid development of e-commerce has played an important role in leading the digital economy, promoting deepening reform, promoting opening up, helping rural revitalization and promoting entrepreneurial innovation, and has become the most active and concentrated part of the digital economy. At the same time, the phenomenon of "lack of honesty and fraud flying all over the sky", which is the most annoying phenomenon of the masses in the social field, is also widespread in the virtual world, even more hidden and more difficult to prevent.
This year is the tenth year of the "Double Eleven" Shopping Festival, and the "Double Eleven" Shopping Carnival has become an important node for consumers in China to concentrate on online shopping and a veritable national shopping feast. "Double Eleven" not only shows the vigorous vitality of China’s economic development, but also makes hundreds of millions of consumers feel the convenience and beauty of life, which not only enhances consumers’ "happiness", but also injects new energy into China’s economic transformation and upgrading, and has become an important window to observe the credit construction in China’s e-commerce field.
Judging from the "Double Eleven" promotion activities carried out by major online shopping platforms in China, some network operators are suspected of price fraud, false propaganda, counterfeiting, unfair competition and other illegal acts, which are still refurbished and repeatedly banned. In order to comprehensively and objectively reflect the integrity of e-commerce during the "Double Eleven" online shopping festival, China Credit magazine, a China reform newspaper, has published the "Double Eleven" Early Warning Report on Credit Risk in the field of e-commerce every year since 2016, giving early warning tips on the honest operation of major e-commerce companies and the rational consumption of netizens, which has been widely praised by all sectors of society. This year, we continue to follow this topic, through in-depth research and extensive data collection, further analyze and judge the new development trend of e-commerce and credit risks, and put forward relevant early warning and feasible preventive measures for various credit risks that may occur on the eve of "Double Eleven", which is not only a friendly reminder for consumers to shop online, but also a necessary reference for relevant departments and e-commerce platforms to do a good job in risk prevention.
First, the situation of joint management continued to strengthen, and the online shopping environment highlighted a positive trend.
In recent years, under the strong leadership of the CPC Central Committee and the State Council, relevant parties have made concerted efforts to promote the construction of social credit system, the legal environment for credit construction in the field of e-commerce has been continuously improved, credit supervision has been continuously strengthened in various localities and departments, the awareness of service and supervision of major e-commerce platforms has been continuously improved, consumers’ awareness of credit risks has been significantly enhanced, and the online shopping environment has improved greatly compared with previous years.
(1) Breakthrough progress has been made in the legalization and standardization of credit construction in the field of e-commerce.On August 31st this year, the Fifth Session of the 13th the National People’s Congress Standing Committee (NPCSC) voted to pass the E-commerce Law, which will take effect on January 1st, 2019. The "Electronic Commerce Law" strengthens and implements the responsibilities of e-commerce platform operators from the legal level, and clearly stipulates that e-commerce platform operators shall bear corresponding responsibilities according to law for goods or services related to consumers’ lives and health, if they fail to fulfill their audit obligations for the qualifications of operators in the platform, or fail to fulfill their security obligations for consumers, thus causing damage to consumers. Binding the e-commerce platform with the seller’s tort liability is consistent with the review and management obligations entrusted to the e-commerce platform by law, adding an "equity insurance" to consumers’ online shopping. In addition, there are clear regulations on tying goods or services, deposit refund, "big data killing" and personal information protection that consumers have strongly reflected. The promulgation and implementation of this law will have a far-reaching impact on the development of e-commerce in China. In a certain sense, this year’s "Double Eleven" can be seen as a preview test before the official implementation of the "Electronic Commerce Law", and it is also an important window for relevant e-commerce platforms and merchants to adjust their business models and conduct self-inspection and self-discipline.
(2) The awareness of mutual cooperation among various departments has been enhanced, and the joint efforts of governance have taken shape.On May 14th this year, the National Development and Reform Commission, the Central Network Information Office, the Ministry of Industry and Information Technology and other eight departments jointly issued the "Notice on Strengthening the Special Governance of Dishonesty in E-commerce", demanding that the special governance of dishonesty in e-commerce be strengthened. The notice requires that illegal and untrustworthy behaviors in the field of e-commerce be severely cracked down. For the untrustworthy subjects listed in the "blacklist", such as making and selling fake goods, brushing letters and illegally collecting, abusing, leaking and reselling personal information, they should be standardized and ordered and rectified within a time limit according to the relevant regulations of the competent authorities of the industry. In June this year, the General Administration of Market Supervision, the National Development and Reform Commission, the Ministry of Industry and Information Technology and other 11 departments issued the Notice on Printing and Distributing the 2018 Network Market Supervision Special Action (Cyber Sword Action), and deployed all localities to jointly carry out the 2018 Network Market Supervision Special Action (Cyber Sword Action) from May to November. The notice puts forward that by carrying out the cyber sword action, we will focus on cracking down on illegal activities such as cyber infringement and counterfeiting, single-page speculation, false propaganda, false and illegal advertisements, and implementing platform responsibilities and standardizing format contracts, so as to better realize the full-process and full-chain accurate supervision of the online market, further curb the prominent illegal problems in the online market, improve the quality of online goods and services, improve the competitive order and consumption environment in the online market, and promote the construction of social credit system. In terms of joint punishment, the role of the blacklist system has been further highlighted. Since October 2017, the National Development and Reform Commission has issued four batches of blacklists for special governance of dishonesty in the field of e-commerce, involving a total of 1,092 enterprises.Including contract disputes involving the untrustworthy executors, enterprises infringing intellectual property rights, enterprises involved in pyramid schemes, and enterprises in which the untrustworthy executors are still engaged in online commodity trading and business activities.
(3) The pace of credit construction in various regions has been accelerated, and the space for counterfeiting and all kinds of illegal business has been further reduced.As we all know, local protectionism used to be a breeding ground for fake and shoddy products in many places in China. In recent years, with the deepening of the construction of social credit system, more and more regions have realized the important significance of "credit" to the local social image, and regarded it as an important starting point to promote the structural reform of supply and realize the economic transformation and development. More and more cities have also taken the initiative to apply to join the ranks of "demonstration cities for the construction of social credit system". In terms of governance in the field of e-commerce, various regions have also made many beneficial explorations in light of their own conditions. Jiangsu, Sichuan, Fujian, Guangxi and other provinces, autonomous regions and municipalities have issued the implementation plan of "Strengthening Credit Construction in E-commerce in an All-round Way", focusing on the construction of credit system, supervision system, disciplinary system and other fields in the whole process of e-commerce, and put forward effective measures such as fully implementing e-commerce registration and certification, establishing credit evaluation of online transactions, and inquiring about credit record information of merchants. Ningxia Hui Autonomous Region has established an "anti-speculation" alliance cooperation mechanism, and the Department of Commerce of the autonomous region has taken the lead in organizing and guiding e-commerce platforms, Internet companies, logistics enterprises and other related enterprises within its jurisdiction to establish an "anti-speculation" alliance to promote the sharing of credit information among alliance member enterprises according to laws and regulations, so as to control and control the problem of dishonesty in the field of e-commerce more specifically.Shenzhen City, Guangdong Province has formulated several documents to promote the healthy development of e-commerce, such as Several Measures for Serving the Healthy and Rapid Development of E-commerce Market, Several Provisions for Promoting the Construction of Trusted Trading Environment of E-commerce in Shenzhen, Measures for the Management of Transaction Credit Information of Internet Operators in Shenzhen, and Rules for Online Trading Contracts in Shenzhen, etc., exploring and further improving the legal standard system and online trading credit evaluation system, strengthening the construction of e-commerce credit information management system and improving the credit management level of e-commerce platforms. Yangzhou, Jiangsu, Dongyang, Zhejiang, Zibo, Shandong and other cities have proposed to establish a real-name registration and authentication system in the field of e-commerce, and establish a red and black list system for merchants who are trustworthy and untrustworthy. According to the characteristics of e-commerce platform, Yangzhou has established a system of mutual credit evaluation, credit score, post-transaction evaluation or additional evaluation for both parties to e-commerce transactions, recorded the evaluation of both parties and the performance of service commitments in credit files, and fully disclosed the evaluation results and scores for market traders’ reference. The active efforts and bold exploration and innovation in various regions have played an important role in promoting and demonstrating the fundamental improvement of the e-commerce environment.
(4) Self-discipline awareness of e-commerce platforms has been enhanced, and the credit environment has been further optimized.In China, most e-commerce activities are carried out on the e-commerce platform. The 42nd Statistical Report on Internet Development in China shows that as of June this year, the number of netizens in China reached 802 million, and the Internet penetration rate was 57.7%. In the field of e-commerce retail, in 2017, three companies including Alibaba, JD.COM and Suning.cn achieved a net profit of 69.98%. Together with six companies including Hailan House, Vipshop, Gaoxin Retail and Yonghui Supermarket, the net profit of nine large households was 106.059 billion yuan, accounting for 80.30% of the total net profit. In the current era of digital economy, as an Internet enterprise with a large number of users and network behavior data, it has the ability and responsibility to play a greater role in building a social credit system, creating a good credit environment, and promoting social development and civilization progress. During its tenure as the rotating chairman of the anti-speculation alliance, JD.COM Group established the "Sunshine Integrity Alliance" with more than 10 leading enterprises such as Tencent, Baidu and Wal-Mart, and implemented comprehensive data information sharing with the National Information Center, which promoted the credit construction in the field of e-commerce. Alibaba Group has launched an enterprise credit inquiry platform. After logging in, users only need to enter the enterprise name or legal representative information on the website to inquire about their credit rating and relevant information of the enterprise. In addition, Alibaba announced the permanent closure of 36 merchant stores that seek benefits by unfair means. In August this year, Taobao officially announced the launch of the "Amoy Credit" program. "Amoy credit"The comprehensive score reflecting the seller’s willingness and ability to operate in compliance with Taobao, including business history, violation records, buyer relationship, qualification commitment and other dimensions, is another upgrade in the store credit system. Based on the "Amoy Credit" system, Taobao provides various business guarantee services for sellers with high compliance willingness and compliance ability. In principle, the higher the score of "Amoy Credit", the more types of guarantee services and the higher the service level. On September 29th, nine large-scale e-commerce platform enterprises, including Alibaba, JD.COM, Suning, COFCO Womaiwang, Jumeiyoupin, Xiaohongshu, Life Home, SF Express and Yimutian, jointly issued the anti-fraud and anti-false propaganda convention of e-commerce alliance food and health food. On October 10th, 10 companies including Alibaba, Gome Retail and JD.COM signed the Convention on Integrity in E-commerce in Beijing, and made commitments in seven aspects: "genuine goods, fair play, objectivity, data protection, effective rewards and punishments, open sharing and keeping promises".
Second, e-commerce credit risk warning tips
While great progress has been made in the integrity construction of e-commerce, it is worth noting that with the rapid development of high technologies such as network technology, big data and cloud computing, the scale, format and means of communication of e-commerce have changed greatly since the "Double Eleven" shopping festival was just put forward in 2009. While the common phenomena of dishonesty in e-commerce in the past, such as counterfeiting, false advertising, service breach, false transactions, single-bill speculation, malicious bad reviews, still exist to varying degrees, some new phenomena of dishonesty are also beginning to breed and spread, especially the huge network gray-black industrial chain, which has become a "hard bone" in public governance. Through in-depth research, we comprehensively consider the internal and external environment of the industry and the new problems and trends that have emerged in the past year, and sort out the top ten credit risks that consumers should guard against, the five credit risks that businesses should guard against, and the five trends that government departments need to pay attention to.
(A) the top ten credit risks that consumers should guard against
In the past 10 years, the "Double Eleven" online shopping festival has experienced a trial period, an exploration period, an outbreak period and a diversified period. In this process, consumers have become more rational and mature. Consumers’ shopping habits are developing from impulsive consumption to rational planned consumption, and price is no longer the only factor for users to consider in shopping decisions. In this context, although the traditional phenomenon of dishonesty in e-commerce still exists, we should be extra vigilant against the emerging risk signs in recent years. According to the impact on consumers, we sorted out the top ten risks that consumers should focus on this year.
1. False profit promotion risk. During the "Double Eleven" period, all kinds of e-commerce companies take promotional measures such as spike, profit-making, and red envelopes, which makes it easy for consumers to spend impulsively. However, there are also some merchants who raise prices before the "Double Eleven" event, and then offer discounts such as prepaid or offset coupons. The actual selling price may be slightly lower, which is not as large as the preferential margin in the publicity, or even lower and lower. Consumers should not be fooled by the event. At the same time, some merchants play gimmicks such as "losing money, just to save popularity" to attract consumers at ultra-low prices, but consumers find that they are not in line with the promise of web promotion after purchasing. For example, false commodity material expression, inconsistent color and size, exaggerated somatosensory feelings, and concealed invisible charges. This phenomenon has been manifested in the "Double Eleven" activities over the years, and it is also the consumer risk that causes the most complaints.
2. "online celebrity" product "mixed marketing" risk. There are many kinds of online shopping, which is convenient, time-saving and labor-saving, and can also be purchased across regions. In recent years, some "online celebrity" products with local characteristics have also become popular shopping choices. However, in fact, the output of many products in the country of origin is very limited, and many of the products sold on the Internet are products from neighboring areas, and there are often cases of shoddy and mixed sales. Moreover, many products, once labeled with the country of origin, have doubled their prices. For example, Zhangqiu iron pot in Shandong immediately attracted consumers’ pursuit after the broadcast of China on the Tip of the Tongue. However, as the pots sold better and better, there were more and more fake pots that faked Zhangqiu’s origin. After several waves of madness, the original iron pot with a bite of dozens of pieces soared, and the most expensive one reached thousands of yuan. Soon, the real pot was destroyed and unsustainable.
3. Community "targeted marketing" risk. In recent years, shopping groups targeted at specific consumers have become popular. While exchanging shopping experiences and striving for greater discounts for members in the group, they have also become a "new blue ocean" that some platforms and businesses have begun to compete for. They have developed the community-like functions of QQ groups and WeChat groups, and used characteristic interest groups, such as mom groups, parenting groups, reading groups and sports groups, to achieve word-of-mouth effect and "targeted sales" to attract more users. However, there are also some unscrupulous merchants who use shopping groups to publish false information and sell fake and shoddy products. At the same time, they adopt various trading methods to avoid formal trading channels, which not only makes consumers’ shopping more insecure, but also makes them have no complaints when disputes arise.
4. Online shopping "second generation" leakage risk. Before the "Double Eleven" last year, e-commerce websites, QQ groups and other platforms appeared a "second-generation" business to help people take photos of seconds-killing goods. Buyers prepare the products and links that need to be snapped up in advance, and then provide the seller with the shopping account number and password. The price is usually between 10 yuan and 20 yuan. In addition to using e-commerce platforms such as Taobao, in some QQ groups, there are many sellers who provide "second generation" and snap-up business. And some QQ group owners also directly sell "professional software" for grabbing goods. Network security experts said that at present, all online shopping accounts have been registered in real-name registration system, and the real-name account itself is a kind of personal identity authentication, and handing over identity information to online merchants involves a greater risk of information disclosure. After the personal information such as the buyer’s purchase record, delivery address and telephone number is leaked, the fraudster may grasp the buyer’s personal preferences, shopping habits, consumption level, work unit, home address, contact number and even contact information of relatives and friends, and once this information is used, there will be great security risks.
5. "Fans" of social platforms blindly follow risks. In recent years, online celebrity’s economy has gradually become popular, and "online celebrity" is also developing from a traditional social platform to a live broadcast platform. Taobao live broadcast was launched in January 2016. In the past year, live stream economy ushered in a period of rapid development, with the number of users doubling, and the growth rate of transaction scale was even more alarming. Driven by Taobao, JD.COM and other major e-commerce platforms have launched live broadcast services, and short video platforms such as Tik Tok have also become new hot spots for e-commerce. Some so-called "big V" anchors promote goods in various entertainment ways, resulting in a new "fan" economy. In the live broadcast, the audience often "passively" blindly buys, which is impulsive and sometimes even falls into the trap carefully designed by the anchor. On some popular social platforms, many "online celebrity" exaggerate the function of products by writing "feeling after using", but in fact they have never used such products, which hurts the interests of ordinary consumers. There are also some "black sheep" who, in order to reap huge profits, recommend inferior products to fans and disrupt market order. Recently, "Mei pi Cat Niang", who was successfully brought to justice, has 640,000 fans on Weibo. She used the identity of "online celebrity" to know fakes and sell fakes, and her profit in five minutes was as high as one million yuan.
6. Pretending to be an e-commerce customer service fraud risk. Since the beginning of this year, criminals have frequently cheated residents by posing as "e-commerce" customer service personnel, and many residents have been deceived, resulting in huge property losses. Liars obtain online shopping order data through illegal means, contact the buyer according to the order information, falsely claim that there are "quality problems" in the online shopping products, offer to make "compensation" or "refund" to the buyer, send the QR code or link to the consumer, and request to input the bank card information. Finally, the scammer will use the buyer’s bank card information to steal the consumption (such as buying a prepaid card). When the scammer needs to confirm the payment, he tells the buyer that the refund operation is currently being processed, and asks the buyer to ".
7. "E-commerce exclusive supply" differential supply risk. In the early days, merchants liked to make a fuss about the price, but now the supervision is becoming stricter, coupled with the intensive price war "festival", many merchants have specially customized the online supply of e-commerce channels for consumers. Many brands carry out both online and offline sales systems. In order to maintain the stability of the price system and maintain the ecological balance of online and offline channels, merchants regard some goods as "e-commerce-only goods". At the same time, "e-commerce-only" products look exactly the same as those sold in physical stores. If you look closely, you will find that there are differences in color, interior equipment or some functions. According to the statistics of E-commerce Research Center, there are many kinds of products that are "exclusively for e-commerce" at present, which are mainly "hidden" in daily necessities such as clothing, shoes, hats, bags, household appliances, bathrooms and paper products. There are three kinds of "e-commerce special supply" goods, namely, the same paragraph is different in quality, the same brand is different in quality, and the brand is stolen. Consumers should be cautious when shopping, and don’t be greedy for cheap.
8. Haitao goods are at risk of counterfeiting. With the rapid development of Haitao channel, almost all major e-commerce platforms have launched overseas sections, making it easier to buy foreign goods. While various platforms are expanding, the phenomenon of private overseas purchasing is also expanding rapidly. In order to gain the trust of customers, most full-time purchasing agents will show the information such as goods supply, logistics and counter photos one by one, and win a group of loyal consumers with warm and meticulous service. The fierce competition between platform and purchasing makes this market unprecedentedly prosperous, but it also brings huge credit risks. In 2016, the unqualified rate of retail food and cosmetics in cross-border electronic commerce, which was sampled by the former General Administration of Quality Supervision, Inspection and Quarantine, reached 4.6%, which was more than five times that of general goods imported in the same period. The 2017 double 11 online shopping report released by China Consumers Association shows that e-commerce platforms such as Jumeiyoupin, Honeybud, Pinduoduo and Beibei are all suspected of selling fakes. In recent years, the Wechat business platform, which has sprung up, is in a vacuum of legal supervision. In Haitao’s fake goods production and sales chain, not only the products themselves are faked, but also the shopping receipts, entry certificates and express delivery information can be faked, which makes consumers hard to prevent. Because the laws and regulations are not completely perfect, there are various difficulties in the supervision of relevant departments, and so on, things that deceive consumers with high imitation are frequent. In addition, some netizens also reported that they had encountered overseas website fraud and credit card theft. Because "Haitao people" shop on foreign websites, it is impossible to supervise them in China, and the reliability of their information is difficult to guarantee.Consumers will bear great risks. Not only that, overseas purchasing is purchased in different places, and personal purchasing has no business license and lacks the supervision of industrial and commercial and tax authorities. If disputes arise due to its products, services, taxes and other issues, consumers often have no way to defend their rights.
9. Some "consumer rebates" involve pyramid selling risks. Recently, some rebate websites with slogans such as "consumer rebate", "shopping returns to capital" and "consumption also makes money" have joined the ranks of e-commerce, and they often put forward a set of so-called new economic theories, and attract consumers with slogans such as "consumption = saving money, consumption = providing for the elderly", "helping the poor, sharing wealth", "returning as much as consumption" and "increasing consumption". For example, Zhejiang Wanjia Shopping Network, which has been investigated, lures others to spend and join the club under the guise of "returning 500 yuan to 500 yuan". Once it becomes a member, it will be asked to go offline and pay for it at different levels. These websites are nominally shopping websites, but in fact they are online pyramid schemes, and the products they sell are mostly "three noes" products and inferior products. According to the incomplete statistics of relevant media, at present, there are more than 2,000 enterprise organizations that take "consumer rebate" as their mode of operation, and nearly 1,000 enterprises that "return their consumption in full", which are mixed, and the potential risks and harms cannot be underestimated.
10. Computer mobile phone payment fraud risk. While consumers enjoy the "Double Eleven" shopping spree, criminals will not miss this great opportunity. According to the Mobile Security Report for the Third Quarter of 2017 released by Tencent Mobile Manager and Mobile Security Lab of Tencent Security Joint Lab, criminals usually combine payment virus, malicious urls, risk WiFi and risk QR code to fight together, which increases payment risk and makes defense more difficult. At the same time, there are also some applications that secretly collect users’ location information (for example, frequent shopping malls, daily routes), mobile phone online records (web pages visited, shopping preferences) and other information. These seemingly unremarkable, but the data obtained by analyzing the user’s habits through these information are of great commercial value, and they may all be the targets of infringement, and this kind of infringement is relatively hidden and not easy to be detected.
(B) Five major credit risks that businesses should guard against
On the occasion of the "Double Eleven", the majority of businesses also ushered in the busiest and most rewarding period of the year. In addition to being busy, we also need to guard against possible credit risks, otherwise it is likely that the fruits of hard work will be wasted. In view of some new trends in online shopping, we also sort out five major risks that businesses need to guard against.
1. The limited risk of operation stipulated by the overlord of "two choices one". Since the eve of the "Double Eleven" last year, some merchants have received a notice from the platform, allowing merchants to choose to participate in only one platform promotion. And the usual operation, most businesses can still be carried out on multiple platforms at the same time. The turnover of "Double Eleven" and other promotions accounts for a large proportion of the annual sales of merchants, and merchants are looking forward to participating in large-scale promotions and expanding sales. The sudden emergence of the "two-choice" rule caught them off guard. The e-commerce platform "choose one from two" not only limits the choice of merchants, but also affects full competition. For merchants, the e-commerce platform is a sales channel, naturally, the more the better, and which channel to choose should be decided by the merchants themselves. Although the "Electronic Commerce Law" and others have explicitly prohibited this "two-choice one" approach, at present, many small and medium-sized businesses are angry and dare not speak out about this forced "two-choice one" approach under the marketing model of relying heavily on the third-party e-commerce platform. Whether the next "two choices" will be expanded from promotion to daily operation has made many businesses very worried.
2. The rising risk of logistics cost. Recently, ZTO Express took the lead in launching the "Double Eleven" network-wide price adjustment mechanism. ZTO Express announced through official website that from November 11th, 2018, it will start the adjustment mechanism of transfer fees and distribution fees in peak season nationwide. Not long ago, "Three Links and One Reach" and Baishi successively announced that from October 1, 2018, the national express delivery fee to Shanghai will be uniformly raised by 0.5 yuan/ticket. Judging from the operation in early October, the terminal prices in some core cities have increased by 1 yuan ~3 yuan/piece. In the online shopping scene, most merchants adopt the mode of "shipping" after reaching a certain amount of shopping. Although most merchants will reach a certain price agreement with the courier company, the courier unilaterally raises the price, which is also powerless for the merchants to resist. In the short term, a considerable part of the burden brought by the rising cost will fall on the merchants, especially for some merchants whose profits are relatively meager and rely on traffic to make profits.
3. "Seven days without reason" return risk. The original meaning of "seven-day return without reason" is to curb the anti-counterfeiting behavior to collect money or disrupt the normal order of the market, so that more administrative resources and social resources can be used to protect the legitimate rights and interests of ordinary consumers. The treaty of "seven days without reason to return goods" provides a strong support for consumers’ rights protection, but the consumption without worries may also lead to the situation of "carnival shopping+return goods tide", further increasing the pressure and challenges of merchants. At the same time, some lawless elements may also take advantage of the opportunity provided by this clause to make malicious returns. Not long ago, in a case cracked in Shenyang, Liaoning Province, Xiaomei (pseudonym) used her and her relatives’ four online shopping platform accounts to defraud luxury goods, and then used the loophole of "seven days no reason to return goods" to defraud illegal profits of more than 140,000 yuan. The main method was to use the "seven days no reason to return goods" channel to return all the purchased goods, but in fact, only one commodity was sent back during the return process. Due to the relatively large scale of e-commerce, the orders received every day are relatively large, and the pre-sales and after-sales are handled by different departments, so there is information asymmetry, which often gives criminals an opportunity.
4. Positive and negative two-way "violence" brushing risk. Taking advantage of the demand of some small and medium-sized businesses eager to improve their rankings, some criminals have recently used the fake official identity as a bait to help them improve their rankings for free, and provided services for merchants. Once the merchants are on the set, the ranking does improve at the beginning. However, after the merchants transfer the expenses to the other party, they often receive a lot of complaints about false delivery. These orders were originally operated by the other party, and there was no evidence such as the corresponding logistics bill in their hands. Once the appeal time passed, the false delivery was established, and the payment for all the operation orders was returned to the other party. This kind of fraud "plans" to use the official name to induce businesses to do irregular things, and then use legal rules to cheat money, so that the victim can "eat coptis" dumb, and it will also cause credit damage. Correspondingly, in order to suppress competitors, some unscrupulous merchants employ brush-hands, instruct brush-hands to maliciously reverse the brush-hands, and carry out operations such as returning goods and refunding, which not only causes direct economic losses such as goods or freight of deceived people, but also damages the reputation of honest and trustworthy businesses and destroys the business environment.
5. The "lack of standard" risk of rural e-commerce. Once the sales channels of agricultural products are opened online, the sales scale will increase rapidly. At present, many agricultural products sold online are mostly manual workshop-style production methods. Because customers can’t inspect goods in person, e-commerce sales have higher requirements for product standardization, and need stricter quality control, grading and classification, packaging and preservation, so as to facilitate consumers to choose and buy with confidence, and to gain consumers’ trust and strive for sticky consumption with a better consumption experience. However, if sufficient standards are not established, it means that consumers can’t get products with stable quality, and the consumption experience is greatly reduced. Establishing a standardization system of agricultural products that meets the needs of e-commerce is the only way to optimize agricultural products.
(C) Five major trends that government departments need to pay attention to
The "Double Eleven" online shopping festival not only brought a national shopping spree, but also challenged the supervision of government departments. How to better prevent credit risks in the field of e-commerce, the following five emerging trends deserve the attention of relevant departments:
1. Relevant measures need to be followed up after the countries along the Belt and Road become the "New World" of e-commerce. The "One Belt, One Road" initiative put forward by our government has received positive response and participation from more than 140 countries and regions. In the process of deepening the "Belt and Road" construction, e-commerce is becoming a "new bridge" for countries along the route to strengthen communication and contact. The Chinese government has also put forward the policy goal of developing "Silk Road E-commerce", encouraging enterprises to carry out e-commerce along the route, developing services such as big data, cloud computing and artificial intelligence, and helping countries related to the Belt and Road to develop the digital economy and integrate into economic globalization. According to preliminary understanding, through Taobao, JD.COM and other e-commerce platforms, Chinese goods have been sold to nearly 60 countries including Russia, Ukraine, Poland, Thailand, Egypt and Saudi Arabia. At the same time, more and more international merchants show strong interest in China’s experience in inclusive finance, e-commerce and logistics, hoping to share China’s technology and China’s products and catch the "express train" of e-commerce development in China. Governments at all levels should seize the new opportunities brought by the development of "Silk Road E-commerce" and create new advantages for the development of "Silk Road E-commerce", at the same time, they should also guard against the risks existing in the development of cross-border e-commerce. As for the development of "Silk Road E-commerce", due to the different requirements of laws and regulations in the fields of customs, taxation, commodity inspection and foreign exchange control in countries and regions along the route, there are also great differences with China in politics, economy, culture, customs, intellectual property rights, logistics and public security, which have brought certain challenges to the development of e-commerce. Therefore,While promoting the rapid development of "Silk Road E-commerce", relevant departments should also conduct special risk monitoring for cross-border e-commerce projects and give early warning of existing risks. Only by fully understanding and then resolving the risks that cross-border e-commerce may face can we better connect foreign high-quality goods with domestic consumers, so that Chinese people can buy the world without leaving home, and at the same time, domestic high-quality goods can go abroad more conveniently, so that countries along the Belt and Road can further share the convenience brought by the development of e-commerce in China.
2. There are also hidden concerns for banks to form a group to enter the "e-commerce loan". "Double Eleven" is not only a carnival for consumers, but also an "ATM" machine for many e-commerce companies. The intense stocking process before the "Double Eleven" is also a test of the financial strength of e-commerce. Strict risk control and difficult loans are the general impressions of many small and micro e-commerce companies on "borrowing money" from banks. How to solve the financing problem of e-commerce enterprises has become the focus of major banks. Many banks have launched e-commerce loan products for e-commerce merchants, such as online application, online lending, loan repayment, daily interest calculation, big data credit, etc. These conveniences are tailored for many small and micro enterprises with the Internet as their main channel. "E-commerce loan" has been welcomed by e-commerce enterprises once it was launched. In addition to lower capital cost, the loan amount of bank e-commerce loans to high-quality customers is also higher. Although the e-commerce loans in full swing have met the financing needs of many e-commerce, helped the healthy and rapid development of small and micro businesses, and successfully created an effective innovation template for the transformation and development of the banking industry. However, there are still some hidden dangers in this kind of products. In view of risks such as arbitrage and fraud, effective risk control is still the core issue to be considered in bank operation.
3. The imbalance of rural e-commerce business structure should be paid attention to. According to the Monitoring Report on Online Retail Market Data of China in 2018 (Part I) released by E-commerce Research Center, the online retail sales in rural areas of China reached 632.28 billion yuan in the first half of 2018, which was 440.2 billion yuan compared with the online retail sales in rural areas of China in the first half of 2017, a year-on-year increase of 44%. With the rapid development of rural e-commerce in recent years, relevant surveys also show that the scale of online shopping in rural areas is much larger than that of online sales, and there is a so-called "deficit", and the overall scale of online sales of agricultural products is still small. At the same time, the development of rural e-commerce is also facing the realistic dilemma of imperfect logistics system and lack of talents. The talent resources related to e-commerce are mostly gathered in urban areas, and the bottleneck problem of talents still exists obviously in rural areas. In addition, the rural e-commerce market now also has problems such as lagging brand building of agricultural products.
4. The problem that merchants’ promotional information disturbs people needs to be solved. On the eve of "Double Eleven", many residents received many e-commerce text messages, and all kinds of text messages such as "Full 199 minus 100", "The lowest this year, miss it and wait another year" and "Full-court specials, more red envelope surprises" floated into the mailbox like snowflakes. Most of these promotional messages are sent by shops that citizens have bought, and many messages come from other apps and offline stores. Too many promotional messages annoy consumers and even affect the normal life of some residents. How to standardize the legal promotion activities of e-commerce so that it can achieve the purpose of promotion without affecting the normal life of consumers is also a matter that relevant departments need to seriously study.
5. The development prospect of the new e-commerce model remains to be seen. In July this year, Pinduoduo, the "first share of new e-commerce", rang the bell in Shanghai and new york at the same time and officially landed on the Nasdaq market. Its issue price is $19, with a total market value of $24 billion. After Alibaba and JD.COM, Pinduoduo’s listing in the United States made China’s e-commerce market formally form a "three-legged" situation. New e-commerce companies such as Pinduoduo mainly improve consumers’ bargaining power by "pooling together" mode. The biggest advantage of this mode is that it allows consumers to buy the goods they need at a lower price, but at the same time, it also brings problems such as knockoffs and poor quality, and even affects the international reputation of China products. In addition, the "bargaining" model of social e-commerce platform is considered as harassing marketing and has been criticized by consumers. With the maturity of consumers and the market, social e-commerce dividends may be difficult to sustain, and how to develop such business models is worthy of attention.
Third, some suggestions to deal with the credit risk of e-commerce
In view of various behaviors of lack of honesty and credit crisis in e-commerce activities, we have put forward many preventive suggestions in the Early Warning Report in the previous two years, and other social organizations and media have also put forward many good suggestions in recent years. These suggestions still have reference significance in the credit risk prevention of this year’s "Double Eleven". In addition, according to the new situation of e-commerce credit risk this year, we put forward the following suggestions or preventive measures for government departments, consumers and businesses respectively.
(A) Measures to prevent consumer credit risk
As consumers, we should focus on "four understandings" and "four noes".
1. Know your own needs, and don’t be greedy. There are a variety of online goods in the shopping festival, and all kinds of promotional activities are overwhelming. However, as a rational consumer, in the face of so many temptations, we must first recognize which ones we really need and which ones we think can take advantage of. Consumption should be carefully calculated and pay attention to cost and benefit, not only including money account, time account and energy account, but also paying attention to the utility of consuming each product. Only by figuring out these accounts clearly can we be "not greedy" in the face of various temptations. And if you are "not greedy", it will reduce many chances of being deceived and reduce many troubles caused by it.
2. Understand the business rules, so as not to be "confused". On the eve of "Double Eleven", in addition to spikes, ten thousand coupons and large coupons, many platforms and merchants also prepared shopping allowances for consumers, and some merchants also organized promotional activities with game colors such as red packets and secret orders. As consumers, they have to shop around in the face of dazzling rules, and at the same time, they must know the conditions of merchants in advance before deciding whether to participate. We must resolutely resist the unreasonable preconditions set by some businesses. Only when we have a deeper understanding of the rules of activities can we not be confused by the dazzling and varied promotion methods.
3. Understand the trading procedures, so as not to be "dizzy". Many consumers encounter online shopping traps because they don’t understand the trading procedures. Take Taobao as an example, consumers must use Want to communicate with merchants, so as to legally keep the dialogue records of both parties. When making payment, they must transfer the payment to Alipay, and when the receipt is confirmed, they can click to confirm Alipay payment. Any merchant tempted to adopt other chat methods and payment methods, even if there is no reason, it is unacceptable. Familiar with such trading procedures, all transactions are conducted under legal procedures, so that illegal businesses will not be given an opportunity. If you receive a variety of calls in the name of a merchant or platform, you should confirm the authenticity of the call by actively calling the official customer service number or communicating with the online platform customer service.
4. Understand the ways of safeguarding rights, so as not to be "afraid". When shopping online, you should communicate with the merchants before buying, learn more about the goods and payment methods, adopt a safe online payment method, and pay attention to saving chat records, relevant web pages and payment vouchers (screenshots), and ask for invoices, so as to safeguard your rights and interests afterwards. In order to guard against possible risks, you must obtain a shopping voucher or save the transaction agreement (including the electronic version). Most of the actual sellers of online shopping are foreign companies, and you should pay attention to check the official seal of the bill when receiving the goods. If there is a dispute over the purchased goods, you should complain to the relevant departments where the bill stamping unit is located according to the principle of territorial jurisdiction.
(B) Measures to prevent the credit risk of merchants
For businesses, we should focus on "four more and four less".
1. Pay more attention to word of mouth and less attention to profit. As the saying goes, "Gold cups and silver cups are not as good as everyone’s reputation". Compared with the beginning of the "Double Eleven" shopping festival, consumers are now more rational and mature. A considerable number of consumers no longer regard price as the first factor in deciding whether to buy. The competition of merchants is more about quality, design, brand, innovation and service. In this new competitive environment, the better the reputation of businesses, the more repeat customers there will be and the more stamina for development. If we believe that some lawless elements put forward the so-called ranking promotion and credit upgrading, and resort to fraud for the sake of profit, instead of working hard on internal strength, then not only will they not gain the trust of consumers, but they may fall into the trap of swindlers. Therefore, as a merchant, we should put honesty in the first place, and we would rather make less profit and slow down, and we should not sacrifice our reputation.
2. Pay more attention to innovation and less blind imitation. Objectively speaking, in the development of online shopping, cheap counterfeit products were once the "protagonists" favored by consumers. To this day, there are still many counterfeit products of "* * series" that are proud of being close to the quality of genuine products. But today, not only consumers’ brand awareness and self-protection awareness are stronger, but also the state’s crackdown on intellectual property infringement is getting stronger and stronger. With the support of big data, cloud computing and other technologies, merchants can quickly find out the lock by tracking the flow of documents, goods, funds and social exchanges, and once they are confirmed to be infringing, they are likely to lose their hard-working success for many years. Therefore, whether it is the choice of goods, business model or store design, we should be more innovative and less imitative, not to mention "shanzhai", so as to truly gain the sincere trust of consumers.
3. More real profits, less "buried mines" promotions. "Double Eleven" has brought a shopping spree to consumers. As a merchant, we should regard this node as a good opportunity to thank customers for their long-term patronage, and at the same time, we should really benefit customers as much as possible, instead of using promotional activities as a means of profiteering. At the same time, it needs to be reminded that "fictitious original price, fictitious reasons for price reduction, false preferential discount, lying about price reduction or about to raise prices, and tricking others into buying" have all been recognized as unfair price behaviors by the state. On the occasion of the "Double Eleven", platforms such as Taobao have also stepped up their efforts to crack down on merchants’ behavior of "raising prices first and then lowering prices". Once false promotions are identified, they will be severely punished by goods off the shelves. Therefore, the majority of businesses in the promotion, but also more sincere.
4. Communicate more patiently, and less complain and blame. During the "Double Eleven" period, due to the surge in business volume, the absolute amount of customers’ requests for return will also increase greatly, and businesses will be particularly tired during this period. Therefore, the more we are easy to be irrational, the more we should maintain our psychological strength. When customers ask various questions or even complain, we should communicate sincerely with them with a normal heart and patience. At the same time, as a merchant, we should also find our own shortcomings from customers’ dissatisfaction and communicate with manufacturers to improve them, so as to better enhance consumers’ shopping experience. From many cases of conflicts between merchants and consumers in the past, we can see that many contradictions began with a little language collision. Think more from the customer’s point of view, less rude accusations, and make money with kindness, which will make each other’s "Double Eleven" even better.
(C) Suggestions on government departments to deal with new trends
The government is not only the planner, manager, but also the user of e-commerce. It is particularly important for the healthy development of e-commerce for the relevant departments to coordinate with each other and create a suitable social environment and competitive environment. In the recent period, it is suggested that government departments should make "four further steps".
1. Further promote the effective implementation of the Electronic Commerce Law. The Electronic Commerce Law, which will be formally implemented next year, is a protection law to safeguard the rights and interests of all parties in electronic commerce. Together with the previously promulgated Anti-Unfair Competition Law, Provisional Regulations on Express Delivery, Supervision and Management Measures for Online Sales of Medical Devices, and Interim Measures for Online Purchase of Goods for Seven Days without Reasons, a basic legal system for e-commerce has been established. Enterprises pay more attention to the legal obligations and responsibilities of trading platform service providers in operation and management, and consumers hope to be better protected in terms of transaction security and users’ personal rights and interests. In addition to safeguarding consumers’ rights and determining the responsibilities of e-commerce platforms, the E-Commerce Law also gives a clear answer to the question of whether natural person online stores engaged in overseas purchasing, Wechat business purchasing and other businesses need to register as market entities. In the next step, we must work hard to promote implementation. Only when the laws and regulations of e-commerce are respected and effectively implemented, and the laws and regulations on paper become the code of conduct in reality, can we gain a living life.
2. Further optimize the market environment of fair competition. The development of e-commerce is of great significance to the steady growth and employment of China’s economy, so relevant departments should further create a social environment conducive to the healthy development of e-commerce enterprises. It is necessary to promote the rationalization of taxes and fees of e-commerce enterprises, reduce the burden on enterprises and minimize unnecessary administrative intervention in the e-commerce market. While relaxing market access, we should gradually standardize the market order in development, create a fair competitive entrepreneurial development environment, further stimulate the vitality of social entrepreneurship, and broaden the fields of e-commerce innovation and development. It is necessary to further strengthen law enforcement, investigate and deal with major typical cases, and be a defender of fair competition in the market. We must also do a good job in anti-monopoly law enforcement in the field of intellectual property rights. Strengthen competition supervision in the Internet field according to law, and create a fair and competitive market environment for the sustained and healthy development of new economic industries.
3. Further strengthen the standardization of e-commerce. Laws, regulations, standards and technical means are indispensable to deal with the integrity problem in the field of e-commerce. China’s e-commerce is leading the world trend, and its further development needs standardization to guide and standardize it. The function of e-commerce standardization is not only to standardize information, but also to make the information disclosed by all parties reach a consensus and realize information traceability through standards, and also to make efficient use of information and provide a basis for government supervision. The National Technical Committee for Standardization of E-commerce Quality Management has studied and formulated seven national standards. At present, four standards have been officially released, including Terms of E-commerce Quality Management and Rules for the Examination and Approval of E-commerce Platform Merchants. Some media said that 15 national standards for E-commerce will be studied and formulated within three years. It is worth noting that China has been making relevant standards for international trade for a long time. The previous standards focused on international integration. In recent years, with the rapid development of e-commerce in China, a large number of independent standards have emerged. Although the organizational system and technical system have been initially established, there are also phenomena such as repeated information, vague expression and different standards, and there are problems such as differences in policies, regulations and standards between countries in cross-border e-commerce. Therefore, in addition to taking the lead in formulating standards, the government should also encourage enterprises as the main body, combine Industry-University-Research’s use, and set up corresponding industrial alliances or industry associations to make group standards, so as to better match market demand and industrial development trends. At the same time, it is necessary to extensively evaluate the implementation effect of standards, and constantly increase the efforts to formulate and transform international standards.
4. Further "expand" the joint rewards and punishments, so that bad merchants are afraid, unable and unwilling to break their promises. Recently, China’s joint encouragement of trustworthiness and joint punishment of dishonesty have become increasingly powerful and have been highly praised by all sectors of society. In the next step, we should not only further promote the effective "blacklist" system formed in the exploration of various regions in the national e-commerce field, but also explore a joint disciplinary mechanism across e-commerce platforms. For example, as long as a business has serious dishonesty on one platform, other e-commerce platforms can also punish and warn it, thus increasing its cost of dishonesty. At the same time, we should gradually open up various "credit score" evaluation systems that various e-commerce platforms have been exploring, and establish a unified credit evaluation system for e-commerce platforms with multi-ministerial linkage, data sharing and joint participation of related enterprises at the national level. A comprehensive credit evaluation system of e-commerce platform covers many aspects, such as product quality, advertising, standardized pricing, authenticity of transaction information and after-sales service, which can make the results of credit evaluation consistent with the real consumption experience of hundreds of millions of consumers, and make credit truly become the cornerstone of business operation and the yardstick of winning or losing competition. Only in this way can e-commerce truly develop into one of the pillars supporting sustained and healthy economic development.
Ten Positive Typical Cases of "Double Eleven" Early Warning Report on Credit Risk in E-commerce Field
1. party member volunteer service Taobao public welfare store dreams "micro-wish"
"Ding Dong …" At 10: 00 on October 16th, party member Chen Yulin of Fiona Fang Testing Co., Ltd., Wenling City, Zhejiang Province received a message reminder from Taobao customer service, informing him that the "micro-wish" of "purchasing" at Taobao official public welfare store in Wenling party member Volunteer Service Center on October 15th had been completed, and attached a photo of the recipient receiving the donated items. Chen Yulin gave a five-star praise to the official public welfare store of Taobao in Wenling party member Volunteer Service Center on his mobile phone: "I placed an order yesterday and received feedback today, which is very efficient and reassuring!"
Wenling party member Volunteer Service Center has 11 volunteer teams directly under party member and 4 volunteer studios for famous teachers, famous doctors, environmental protection and law, with more than 62,000 registered volunteers from party member. Wang Xiangyun, director of party member Volunteer Service Center in Wenling City, said that the traditional way of volunteer service has limitations for caring people and recipients, and many public welfare activities are inconvenient to carry out. Therefore, they thought of "surfing the Internet" for public welfare projects-opening a Taobao shop, so that caring people can "find" public welfare projects with their mobile phones, saving time and effort.
Under this assumption, the official Taobao public welfare store of Wenling party member Volunteer Service Center came into being, and it was put into trial operation in September this year and officially opened on October 8. Wenling party member Volunteer Service Center released the collected "micro-wishes" on Taobao shop for caring people to choose and place orders. After receiving the news that the "micro-wish" was claimed, Wenling party member Volunteer Service Center assigned the public welfare tasks to the party member Volunteer Team by region, and the team leader arranged for volunteers to buy donations and deliver them to the recipients, and then fed back the results to the center. After receiving the feedback, the center contacted the consumer through Taobao to confirm the receipt and send the voucher, and also assessed and rated the service of the volunteer team. Such an Aixin Taobao shop was very popular as soon as it opened. After more than one month of trial operation, 153 single love projects have been completed, raising 31,200 yuan of public welfare funds.(Source: Zhejiang Daily)
2. Rest assured that the website has become the "golden gateway" for farmers to consume.
At present, there are 16 Taobao shopping websites specially serving rural farmers in Pulandian District of Dalian. According to Yu Yongfu, a villager in Chengzitan Street who started the "Tmall Premium Service Station", there are "difficulties in online Taobao for rural farmers without mobile phones and computers; It is not difficult to have a mobile phone and a computer. It is difficult to buy fakes, second-hand goods and inferior goods when Taobao is available. In response to this "three difficulties", Pulandian District launched an initiative to establish a rural online Taobao shopping station. Guided by the rural Taobao operation center of Pulandian District under Alibaba Network Technology Co., Ltd., it is registered by the industrial and commercial department and listed as "Tmall Premium Service Station". The station owner must go through the application, interview, training, examination and approval, and be qualified to run the "Tmall" rural Taobao station. From June last year to October this year, the first batch of 16 Taobao websites with "Tmall Premium Service Station" were set up in rural areas of Pulandian District, all of which have been put into operation, which solved the problems that farmers can’t Taobao online and there is no place to Taobao online, and prevented them from scouring fake, old, inferior and fraudulent goods.
The rural assured Taobao website was quickly recognized by the majority of farmers and was called "the second shop in the country". In the two online Taobao stations run by the villager Jiang Lili, we can see that there are tens of thousands of Taobao items, such as household appliances, communication equipment, hardware, clothing, furniture, lamps, stationery, daily necessities, farm tools, fertilizers, seeds, feed, fruits, vegetables, grain, etc., and they are delivered home free of charge. In particular, the urgently needed items lacking in this area can be bought through online Taobao. It is understood that at present, farmers in this area shop online for Taobao more than 200 items every day, reaching more than 70,000 items throughout the year. Online Taobao has become a new "golden gateway" for farmers’ consumption.(Source: Dalian Daily)
3. Logistics enterprises build the world’s first all-category "green warehouse"
On the eve of "Double Eleven", Cainiao Logistics released the latest achievement of a green action, creating the world’s first all-category "green warehouse", which is the first time that the logistics industry has achieved the whole process coverage of recycling boxes. Through the mode of circulating box and original box delivery, we can realize 0 tape, 0 filler and 0 new carton, so as to achieve a win-win situation of environmental protection and commercialization.
In terms of lightweight express packaging, Tmall supermarket packages are fully equipped with electronic packing lists, reducing the use of paper. This new measure will reduce the logistics cost by more than 10 million yuan per year. According to reports, the rookie will launch a brand-new upgraded "box return plan", which will be extended to 5000 recycling points in 100 cities across the country. The upgraded "Return to Box Plan" also welcomes new participating partners. Taobao, Gaode, Alipay and Rookie Wrap will fully support the plan from the "Double Eleven" in 2018, which will completely open up the online and offline core resources of Ali and drive tens of millions of people to participate in environmental protection.
In order to stimulate the public’s enthusiasm for participation, this year’s "Return to Box Plan", rookies will rank cities and sites, and the site and city donors who win the first place will receive green incentives.
In addition, Alibaba’s 1688 platform has specially opened up a green zone. After the launch, many upstream and downstream express packaging enterprises actively settled in, providing convenient channels and rich choices for merchants to buy green packaging materials.
The rookie electronic face sheet helps the whole industry save more than 20 billion paper waybills every year. The intelligent box design and box cutting algorithm independently developed by the rookie can reduce the use of packaging materials in the warehouse by 15%. In just one year, this algorithm has been used in 260 million packaging cartons and express bags, and the rookie warehouse has also reduced the use of 75 million cartons. This set of mature lightweight intelligent technology in the industry, the rookie has been opened to the whole society, and it is expected to cover at least 100 million orders in 2018.(Source: Public Welfare Times)
4. Gome’s "Double Eleven" logistics distribution service "increases the quantity without increasing the price"
The annual "Double Eleven" and "Chop Hands Festival" is coming. Although the price is still the focus of consumers’ attention, the service demand for the whole shopping process such as pre-sales and after-sales has also become the reason why consumers choose channels.
In order to protect consumers’ rights and interests in terms of goods, prices, distribution and installation, Gome put forward three service promises in the "Double Eleven": "I will pay if I buy fake goods", "I will pay if I deliver them late" and "I will pay if I buy them expensive". First, Gome promises that the self-operated goods sold are 100% genuine, and consumers can apply for 10 times compensation if they buy fake goods. Second, consumers can apply for Gome’s double price difference compensation if they find that the price of the same model goods in the same city or channel is lower within a certain period of time. Third, if the delivery and installation are delayed for 2 hours due to Gome’s unilateral reasons, consumers can get compensation for Gome’s delivery delay.
In the face of the fact that many express delivery companies have raised their delivery costs before the "Double Eleven", Zhang Yun, head of Gome Logistics, said that during the "Double Eleven" activities, Gome Logistics will not raise prices.
In fact, in recent years, every peak consumption season and major holidays, logistics companies will have corresponding cost adjustments, the essential intention of which is to transfer operating costs to ordinary consumers. On the other hand, Gome, in major marketing nodes such as "June 18th", "Double Eleven", Spring Festival, National Day, etc., never raised the distribution cost, but increased the investment in logistics services to meet the urgent needs of consumers for distribution and installation.
For example, during the "June 18th" this year, in the face of the surge in the demand for household appliances installation, Gome specially launched the "flash delivery and flash installation" service, namely, three major measures and ten service standards, namely, "24-hour flash installation of air conditioners", "free installation of color TV sets" and "ice washing on demand distribution".(Source: China International Electronic Commerce Network)
5. Ten e-commerce platforms jointly signed the "Integrity Commitment Letter"
On October 10th, the launching ceremony of e-commerce integrity signature activity was held in Beijing. As a concrete action to publicize and implement the E-commerce Law, this activity invited representatives of major e-commerce platforms to read and sign the Convention on E-commerce Integrity, aiming at strengthening the awareness of social responsibility of e-commerce enterprises, publicizing the concept of e-commerce enterprises’ integrity, and striving to create a good internet business environment, thus attracting the attention and support of all sectors of society for online integrity.
Representatives of ten enterprises, including Ali, Gome Retail, JD.COM, Jumeiyoupin, Meituan, Mushroom Street, Suning.cn, Netease, Vipshop and Ctrip.com, jointly signed the Convention on Integrity in E-commerce, and advocated that all e-commerce platforms adhere to the first place in seven aspects, such as "genuine goods, innocent children, objectivity and justice, data protection, effective rewards and punishments, open sharing and trustworthy performance".
At the meeting, the e-commerce platform business integrity commitment signature activity was launched. From October 10th, all e-commerce platforms will organize platform merchants to sign the Commitment Letter for Honest Merchants in E-commerce in one month, and urge them to keep in mind the awareness of rules, implement the provisions of national laws and regulations on e-commerce activities, safeguard consumers’ rights and interests, and strive to create an honest, trustworthy, harmonious and orderly online credit environment. Ali Group, JD.COM Group and Suning Holding Group, as e-commerce companies, respectively introduced their platform merchants’ integrity commitment signature activities.
The event signed the Convention on E-Commerce Integrity offline through the e-commerce platform and the Commitment Letter for E-Commerce Integrity Merchants online by online merchants, which strengthened the awareness of social responsibility of e-commerce enterprises, publicized the integrity concept of e-commerce enterprises, and strived to create a good business environment.(Source: Guangming. com)
6. Hold an online rights salon and lay a good "vaccination" for "Double Eleven" fakes.
On October 11th and 12th, Zhejiang Economic Crime Investigation and Prevention Association held the "Double Eleven" E-commerce Network Promotion Festival Rights Salon in Hangzhou, and nearly 30 brand rights units participated in the event. Salon tries to effectively purify the online shopping environment through communication and lay a good "vaccination" for the "Double Eleven".
Salon invited experts from Alibaba’s security team to explain online rights complaints and online and offline anti-counterfeiting strategies; Invited experts from the Economic Investigation Corps of Zhejiang Provincial Public Security Department to explain the case jurisdiction and investigation techniques. In addition, the participants also exchanged views and discussed the establishment of a peer-to-peer anti-counterfeiting alliance to achieve information sharing and mutual assistance, so as to achieve full coverage of anti-counterfeiting.
According to reports, this salon is the thirteenth member gathering activity held by the association for more than four years. In order to protect intellectual property rights, the association has successively held Sino-US dialogue salons on intellectual property protection, lectures on trade secret protection, online trademark rights protection salons and other activities.(Source: Zhejiang Legal News)
7. There is no reason to expand the scope of return, to ensure worry-free online shopping for silver-haired people.
Not long ago, the Hubei Provincial Administration for Industry and Commerce issued the Regulations on the Protection of Consumers’ Rights and Interests in Hubei Province (hereinafter referred to as the "Regulations"), which expanded the scope of returning goods for seven days without reason, especially for the elderly. The relevant person in charge of Hubei Consumer Protection Branch said that the elderly themselves are vulnerable groups in consumer rights protection, and there are problems such as difficulty in obtaining evidence in consumption methods such as "promotion by society", which are "obstacles" in consumer rights protection for the elderly. The scope of seven-day return without reason stipulated by law is only for online, television, telephone and mail order sales. The Regulations refine and improve the system of return without reason. In addition to the above-mentioned scope, consumers can return goods for seven days without reason, and there is no need to explain the reasons. "This article is mainly aimed at the elderly consumer groups. If you are found deceived within seven days, you can easily recover the economic losses." The person in charge said.
In order to improve the elderly’s scientific and rational consumption and the ability to protect their rights according to law, the Guangxi Zhuang Autonomous Region Administration for Industry and Commerce and consumer organizations have further promoted the construction of the "lecture hall for elderly consumption education", actively opened a green channel for elderly consumption complaints, reduced intermediate links, realized rapid response and improved the efficiency of handling cases.
Luo Gang, Deputy Secretary-General of Beijing Consumers Association, said that the elderly should sum up their experience when shopping online, believe that the principle of "one penny for one thing" is equally applicable online, don’t be too greedy for cheap, communicate with young people around them, especially their children, and watch carefully before buying.
The consumption demand of the elderly is no less than that of young people, but the old people are relatively slow to accept new things, so their children should spend more time with them and teach their parents about online shopping. At the same time, major e-commerce platforms should also take corresponding measures. While providing convenience for online shopping for the elderly, they should also build a safety threshold for the elderly through technical means.(Source: China Consumer News)
8. "Double Eleven" e-commerce after-sales service landing community
On October 20th, Suning helped Hakkas land in Xianlinhu community in Nanjing. As the first community store in the industry that only sells service products, the opening of helping Hakka also means that after-sales service has finally landed. Covering an area of 250 square meters, the service scope covers about 200,000 community residents within 5 kilometers nearby. With the help of many years’ service experience of Suning, Suning helps Hakkas to provide household appliances maintenance, household appliances cleaning, household cleaning, air treatment, laundry and shoes washing and other services for residents around 3 km to 5 km.
It only takes 3 minutes for nearby residents to make an appointment with a professional service engineer. Based on helping Hakka people in the community, Suning has created a "321" service standard for the surrounding residents, that is, 3 minutes response, 2 hours on-site service and 1 hour service.
According to Li Fuquan, deputy general manager of Suning Hakkas, the orientation of Hakkas is first as a community service shop, serving the surrounding neighborhoods; Secondly, it is an eco-store that serves Suning’s eight major industries, especially after-sales service around Suning stores; At the same time, as a service product store providing comprehensive services such as home improvement, maintenance and cleaning, Suning Banghakka is also a store shared by suppliers.
As a long-term partner of Suning’s after-sales service, Wu Lanfen, general manager of Inteman, a famous Nordic electrical product, said that within 10 minutes of her entering the store, she received the first order from consumers.
Suning helped Hakkas put their service products in the residents’ communities and brought the "Suning standard" service to consumers, which really solved the "last mile" of smart service. Li Fuquan said that in the future, Suning will help Hakkas hope that through professional service engineers and mature after-sales service, users can feel at ease and let service engineers come in to serve.(Source: Xinhuanet)
9. More than 20,000 merchants in Zhejiang promised no reason to return the goods.
At present, the number of promise units for no reason to return goods in Zhejiang is constantly expanding. By July this year, there were more than 24,300 online and offline promise units for no reason to return goods. In Zhejiang, 1,328 enterprises set up a green channel to deal with consumer disputes quickly by themselves, and 594 enterprises carried out the consumer link operator’s first payment system. There is no reason to return the goods, which promises the merchants to achieve effective coverage in large-scale chain businesses or individual consumption concentrated areas closely related to people’s lives. For example, Geely Automobile, Yintai Department Store, Lianhua Group’s 40 automobile 4S stores, 29 Yintai stores and 139 Century Lianhua supermarkets in the province publicly promised to be assured of consumption, all of which were built as assured stores and implemented unreasonable returns. Among them, Lianhua Group and Yintai Department Store implemented 105,078 and 1,031 unreasonable returns respectively last year.
100% of 364 merchants in Wuzhen Scenic Area, which received more than 10 million tourists a year, returned goods without reason, and tourism consumption disputes went to the market supervision department for "zero complaints", which presented a win-win situation of enterprise economic benefits and consumer satisfaction, and promoted the construction of commercial civilization and the improvement of social atmosphere.
Netease koala, a cross-border e-commerce retail platform, piloted and promoted the online contradiction diversification solution platform under the guidance of the industrial and commercial departments. Consumers can make three-way face-to-face video calls with the platform and industrial and commercial managers, which can effectively handle cross-regional consumer disputes of e-commerce platforms.
The relevant person in charge of the Zhejiang Provincial Administration for Industry and Commerce said that the goal of "safe consumption in Zhejiang" will be fully realized by further improving the unreasonable return system, the traceability system of consumer goods quality, the clear price system, the payment security system, the strictest supervision system, the consumer protection system and the consumer evaluation system.(Source: Xinhuanet)
10. Share the courier box and walk into the mountain school.
"We must rely on our own ability to create happiness for the people around us!" This is the dream of a sixth-grade student in the central primary school of Beikuanping Town, Shangzhou District, Shangluo City, Shaanxi Province, and left a deep impression on Cheng Juan, a caring volunteer of Suning Logistics. On October 17th, the large-scale charity activity of "Going West for Love and Spreading Scholarly Books" and the third donation ceremony of "Scholarly Books Floating on the Long March Road" were held simultaneously in Beikuanping Town Central Primary School in Shangzhou District, Shangluo City, Shaanxi Province and Laolin Complete Primary School in Yingpan Town, Zhashui County.
As the caring unit of this activity, Suning Logistics is responsible for escorting nearly 10,000 love books and materials to 7 mountain primary schools in 6 counties of Qinling Mountains. Cheng Juan, a 22-year-old caring volunteer, just joined Suning Logistics last year, and followed the logistics delivery truck for more than four hours on the mountain road, giving the children here a logistics lesson.
Cheng Juan brought the children a shared courier box version 2.0. It takes several steps to put Su Geranin, the mascot of Suning, into the shared express box, which brings Cheng Juan closer to the children. The children have raised their hands to take a closer look at "this courier box that has only been seen on TV". The teachers sitting in the back row also praised them.
In recent years, with the development of e-commerce, Suning Logistics’ innovative green packaging product, the shared express box, can replace the paper express box and realize recycling through folding and recycling. Cheng Juan said, bring shared express boxes to children, hoping that children can understand the concept of environmental protection from an early age, start from the small things around them, love nature and protect the environment.
Since September, Suning Logistics has been linked with Nanjing and Xi ‘an. In order to enable children to read a complete book, Nanjing Yuhua Base is responsible for book packaging, turnover and transportation, while Xi ‘an Warehouse provides tens of square meters of storage space for loving books and other loving materials.(Source: Sichuan Online)
Ten typical negative cases of "Double Eleven" early warning report on credit risk in e-commerce field
1. Online shopping for second-hand motorcycles was "signed" in different places.
Recently, Mr. Wang from Ding ‘an, Hainan bought a second-hand motorcycle online. What he didn’t expect was that a few days later, the logistics showed that the motorcycle was signed in Guangdong.
Mr. Wang bought an 80% new motorcycle on the transfer APP and paid 3350 yuan through WeChat. Among them, 3,000 yuan is the cost of buying motorcycles, and the other 350 yuan is the freight. On the day of Mr. Wang’s payment, the transfer APP showed that the seller in Jieyang, Guangdong Province had delivered the goods through Yunda Express, and there was still a courier number on the page. Mr. Wang thought that he would receive the car in two days, but he wanted to express the information that the motorcycle was signed in Guangdong.
On the order page of Mr. Wang’s transfer APP, the goods were shipped from Jieyang, Guangdong on October 5, delivered at Liusha East Branch of Puning North Company in Jieyang at 4 pm on October 6, and signed in Guangdong on October 7, and the delivery address reserved by Mr. Wang was clearly Ding ‘an County, Hainan Province. After seeing this situation, Mr. Wang immediately applied for a refund. Unexpectedly, the seller rejected his application.
According to the application record provided by Mr. Wang, the seller admitted that the yunda express number he sent was false. The seller refused the refund application because he claimed to deliver the goods through another courier and insisted that Mr. Wang had received the car. If he wanted to refund the money, Mr. Wang had to return the car. In this regard, Mr. Wang contacted the seller more than once to negotiate, but the seller’s phone number could not be reached after the evening of the 12 th.
On October 13th, Mr. Wang applied for customer service intervention, but after three days, the payment was still not returned. On the day of the media interview, I also contacted the customer service. According to the reminder of the customer service staff, Mr. Wang reported the seller and applied for a customer service refund again. At 5: 30 pm on October 16th, Mr. Wang finally received a refund of 3350 yuan.(Source: Hainan Online)
2. Handmade snacks have become "three noes" food.
Ms. Cai recently took a fancy to a snack on a shopping platform. The staff of the online shop said that the snacks in the store were handmade and could be customized with various shapes and fillings, and then Ms. Cai placed an order. After the snacks arrived, Ms. Cai found that there was no important information such as the manufacturer, production date and shelf life on the packaging of the snacks, so she questioned the staff of the online store. The staff explained that dim sum is a private handmade work in the online shop, so there is no manufacturer, and the food is made only after the seller places an order to ensure freshness. Ms. Cai was worried that the quality of dim sum could not be guaranteed, so she proposed to return it. However, the owner of the online shop said that the food was customized by Ms. Cai, and it had been unpacked and could not be returned. Ms. Cai thought it was very unreasonable and complained about this matter to Penglai Consumer Complaint Center.
After receiving consumer complaints, the staff of Penglai Consumer Complaint Center of Yantai Consumers Association informed Ms. Cai that according to Article 6 of the Measures for Handling Consumer Complaints by the Administration for Industry and Commerce, consumer complaints are under the jurisdiction of the county (city) or district administrative department for industry and commerce where the operator is located or where the business behavior occurs. Therefore, it is recommended that consumers complain to the consumer complaint service center where the operator is located.
Yantai Consumers Association Penglai Consumer Investment Center reminds consumers that when buying food, they should pay attention to: when choosing food, try to buy it in large supermarkets and pastry shops with complete qualification certificates. When buying food, pay attention to check whether there is a "QS" or "SC" mark on the outer packaging, check the date of production, factory name, factory address, formula or main ingredients of the food, and beware of buying food without factory name, factory address and shelf life.(Source: Jellyfish Network)
3. Female college students encounter customer service fraud in Xiaohongshu refund.
At the beginning of July this year, Xiao Wu, a female college student, bought a bottle of more than 100 yuan of makeup spray on the online shopping platform of Little Red Book. A few days later, she received a call claiming to be "Little Red Book Customer Service", but she didn’t want to. This call became the beginning of her "nightmare" of being cheated.
Xiao Wu, the victim, said: "He said that he was the customer service of Xiaohongshu, and he accurately said the name of the spray I bought and also said my name. It is said that this thing has quality problems and needs to be recalled nationwide. Then he said where to put it, and the courier will come and collect it. He said that he wants a refund now. "
When the other party accurately told the details of the order, Xiao Wu relaxed his vigilance and added this "refund customer service" as an Alipay friend. After checking the credit score of Xiao Wu Alipay, the other party indicated that her credit value was too low to be refunded. If you want a refund, just open a loan APP like "coming to installment" and "ant borrowing" to improve your credit limit.
Xiao Wu, the deceived person, said: "I downloaded the loan APP without using it, and transferred the money to him according to the above instructions. He said that the ID card could be used to verify the amount. In the whole process, he forced you. Afterwards, he thought that there were doubts everywhere, but he was confused by him in the process of being cheated. "
The other party tricked Xiao Wu into borrowing more than 50,000 yuan through the loan APP, and then gave her a so-called refund QR code. Who knows that after Xiao Wu scanned this QR code, all the money in the account was transferred away.
Lawyer Chen Xi said: "From the current situation, consumers’ personal information has been leaked." The platform operator may have serious defects in program design or information security protection, which may lead to the theft of consumers’ personal information by others, or the third party may leak consumers’ information to seek improper benefits. If personal information is leaked due to the fault of the operator, the operator shall bear corresponding legal responsibilities.(Source: Fuzhou TV Station)
4. E-commerce official website was implanted in a phishing website.
Recently, some media received complaints from many consumers that after they bought online in Amazon, criminals used many loopholes in the website, such as hiding user orders, logging in from different places without reminding, logging in to personal accounts and implanting phishing websites, and then pretending to be Amazon customer service to refund customers with abnormal orders, but in fact, they defrauded users by means of online bank transfer and opening small loans.
It is worth mentioning that consumers almost don’t trust them the first time they receive fraudulent phone calls, but it is impossible to prevent that the "My Account" page of Amazon official website was tampered with by scammers, and finally clicked on the phishing website from this page, resulting in money being cheated.
Amazon said that the address bar is a column for users to edit and manage addresses. Amazon will not post any return information or update the order status in the address bar, and will not add links. If users find information other than the address in the address bar, they should be on high alert, and don’t blindly trust fraudsters to click on any unknown links.
Amazon revealed that in addition to security reminders, Amazon has taken countermeasures against the existing forms of fraud, including: shutting down the editing of Amazon website users’ personal homepage and "hiding orders" to prevent fraudsters from implanting phishing links; Hide customer contact information in the order; The system automatically identifies and deletes address book hyperlinks to prevent fraudsters from planting phishing links.(Source: The Paper)
5. Refund of online shopping goods into loans
Recently, nine people, including Lai Moumou, Xie Moumou and Ding Moumou, were arrested by Shaxian County Procuratorate of Fujian Province on suspicion of fraud because they pretended to be "Taobao customer service" and the buyer had quality problems in purchasing goods and could apply for a refund.
From July to August, 2018, Lai Moumou and Ding Moumou and others purchased the information of buyers who had recently shopped in Taobao through the Internet, and contacted the buyers by telephone, saying that the goods they had previously purchased had quality problems and could be refunded. Then, the victim’s WeChat was added, and the victim was induced to operate on his mobile phone Alipay through WeChat chat. Then, a link or QR code was generated in the background, which was specially purchased through the Internet in advance. After forwarding the link or QR code to the buyer through WeChat to log in, get the Taobao account number, password, ID number, contact phone number, bank card number and other information filled in by the buyer, and finally defraud the victim of the money loaned from Alipay, involving more than 300,000 yuan.
Fraud crimes often rely on specialized criminal gangs, with strong professionalism and clear division of labor, forming criminal gangs. Each link has corresponding organizers, who engage in different business links, charge corresponding fees and cooperate with each other.
When shopping online, use the customer service communication system provided by the e-commerce platform to communicate; In the case of product quality problems, abnormal transactions or slow delivery, it must be verified through the official channels of the e-commerce shopping platform, and directly communicate with the purchased merchants through the contact information provided by the platform; Don’t scan the QR code sent by strangers at will, and don’t easily click on the URL link sent by strangers. Don’t easily disclose any information about yourself, especially the bank card number, bank card password, Alipay password, verification code and other information.(Source: Fujian Procuratorate)
6. Wechat business is now forwarding advertisements to a new scam in the circle of friends.
One day in early September this year, when Ms. Qian, a citizen of Wuxi, was surfing the Internet at home, she had a micro signal to add her as a friend and asked her to help forward the advertisement of health care products to her circle of friends. Because the other party is a person in a WeChat group, Ms. Qian didn’t think much, immediately added friends and forwarded the advertisement to the circle of friends. What Ms. Qian didn’t expect was that it didn’t take long to send a circle of friends, and two WeChat netizens requested to add friends and consult health care products.
One of them claimed to run a pharmacy, while the other claimed to run a nursing home. Both of them needed to order health products forwarded by Ms. Qian. Seeing that so many customers came to the door, Ms. Qian bought 30 bottles from Wechat business who asked her to forward the advertisement, totaling 6,000 yuan, and became the agent of the health care product. After that, she sold these health care products to two consulting WeChat friends and successfully returned the money. Two WeChat friends said that health care products have a good effect and they have been purchased from Ms. Qian for a long time.
After a while, two WeChat friends said that health care products have good effects, and they need a lot of goods to be promoted in their own pharmacies and nursing homes. According to the request of the other party, Ms. Qian asked for 630 bottles from her family and paid 35,148 yuan for scanning the code. However, when she finished playing the money, the two next homes could not be contacted. She contacted her family, and the other party said that she would handle it herself. Soon, I can’t get in touch with my family. At this time, Ms. Qian realized that she was cheated and quickly called the police.
"In fact, the three WeChat friends that Ms. Qian met are all a group." According to the relevant person in charge of Jiangsu Anti-Fraud Center, this is a new trick of Wechat business’s scam. These scammers may be the same person or a gang. "They work together and role-play. Some of them play at home, and some play at home, creating the illusion that products are selling well and attracting victims to fall for it."(Source: Jiangsu, China Network)
7. College students encounter "shanzhai" customer service when opening online stores.
For swindlers, college students with insufficient social experience are one of their favorite targets. No, recently, the Baiyang Police Station of the Development Branch of Hangzhou Public Security Bureau received an alarm that college students were cheated. When opening an online shop, they met fake customers and fake customer service, and they were cheated by 3,000 yuan.
Less than is a student of a university in Xiasha. He registered an online shop some time ago. "Mainly selling books, I want to try to start a business, and I also want to earn some living expenses."
Not long after, the first "guest" came to Xiao Shao’s shop and took a book of less than 100 yuan. At the time of payment, the other party suddenly contacted Xiao, saying that the payment could not be completed, and suggested that he contact customer service to ask.
Just when it was less than wondering, "customer service" took the initiative to find the door. "He said that my store should sign a guarantee agreement and pay the deposit before it can be officially opened, otherwise the buyer will not be able to pay."
Although there are some doubts in my heart, I think the first business is coming, which is less than I don’t want to miss it. As a result, according to the instructions of "customer service", a deposit of less than 3,000 yuan was paid, and various so-called "services" were opened.
The problem has been solved, and the payment is less than that of the buyer before contacting, only to find that the other party has been unable to contact. Similarly, the "customer service" who automatically came to the door has disappeared. At this time, Xiao realized that he had been cheated.
The police reminded that there is no such thing as being unable to pay without a deposit in the online shopping transaction process. If you encounter similar problems, you can contact customer service for consultation through official channels, especially when it comes to money transactions, you must be vigilant.(Source: Zhongcai. com)
More than 8.600 people were fooled by "online store operation"
Opening an online shop is the choice of many entrepreneurs at present. Some criminals take the opportunity to publish false advertisements, saying that as long as they pay a package fee ranging from several thousand yuan to ten thousand yuan, they can provide the service of "online shop operation" and let online shop entrepreneurs "lie down and make money". On October 16th, the People’s Court of ouhai district, Wenzhou City, Zhejiang Province held a hearing and pronounced the contract fraud case.
In December 2012, Wang (female), a native of Hangzhou, born in 1980, established Hangzhou Longchuang E-Commerce Co., Ltd. in partnership with others and served as the legal representative. The company has three departments: promotion department, sales department and operation department, which assume different roles in the fraud process.
On the same day, in addition to the company boss Wang, among the other four defendants, Tang was the sales manager of the sales department, responsible for recruiting, training and managing sales personnel. Mei and Lu are the sales team leaders, recording the sales performance of the team members and guiding the sales staff how to cheat. After the sales staff join the company, the company will issue fraudulent words, that is, chat templates. Some sales staff also pretend to be customers to place orders at the victim’s online store, making them mistakenly think that the store has a real order, further inducing the victim to buy an upgrade service package to defraud more money. Gao is the head of the operation department, stabilizing and appeasing the victims of complaints after the fraud is successful, and "creating" conditions for the sales staff to implement further fraud.
According to the prosecution’s accusation, from October 2015 to November 2016, Wang organized employees of the company to defraud more than 600 victims in many places across the country in the name of "online shop operation", and defrauded a total of RMB 3.13 million. It is believed that they cheat others’ property by signing a service contract for the purpose of illegal possession, and should be investigated for criminal responsibility for contract fraud.
Wang and four managers all pleaded guilty. Ouhai court sentenced Wang to 10 years in prison, deprived of political rights for 1 year and fined 20 thousand yuan; Tang, Mei, Lu and Gao were sentenced to three years’ imprisonment, suspended for three years to three years’ imprisonment and suspended for five years, with fines ranging from 6,000 yuan to 10,000 yuan.(Source: Legal Network)
9. The "e-commerce exclusive" version has many "routines"
During the World Cup, Mr. Zhang bought a box of "Celtic" imported beer on an online platform, each with 24 cans, and the discounted price was 95 yuan. I have been buying in the supermarket before, and each can in the supermarket is about 8 yuan, which tastes good. This time, he searched the official flagship store of the brand and bought it. Every can was less than 4 yuan, which was half cheaper.
After receiving the beer, Mr. Zhang found something was wrong as soon as he took the first sip. The beer bought online obviously tasted a lot lighter and its unique flavor disappeared. Mr. Zhang contacted the online store customer service. The customer service explained that it is definitely not a fake, but the online store sells the "e-commerce exclusive" version, which may have some differences in taste with the physical store.
From the appearance of the online beer provided by Mr. Zhang, it is almost exactly the same as that of the supermarket. No matter the raw materials, auxiliary materials, original wort concentration and alcohol content are the same as those sold in the supermarket, there is no obvious difference between them in appearance. The online purchase page also does not indicate that this model is an "e-commerce exclusive" version.
Tang Hanlin, director of the network supervision department of Yangzhou Administration for Industry and Commerce, said that merchants selling "e-commerce-only" goods must first ensure that the quality is qualified and meets the product quality requirements. Secondly, we should fulfill the obligation of informing, clearly tell consumers what the differences are compared with offline products, and list the differences in detail, so that consumers can clearly understand all aspects of the product information and decide whether to buy it by themselves. For example, the appearance code of the "e-commerce exclusive" product is exactly the same as that of the physical store product, but the quality is lower, then this move violates the consumer’s right to know and is suspected of fraud.(Source: Yangzhou Net)
10. The Longines watch bought by Netease Koala is a "sample".
Tony chen (not his real name), a Beijing consumer, told China Consumer News that he bought a Longines female watch in Netease Koala Watch Store. After that, in the process of intercepting the watch strap, he tore off the plastic film wrapped on the watch and found that there were scratches on the watch chain buckle, and one side of the watch buckle had been worn white. Consumers suspect that they have bought the "samples" placed on the counter, and at the same time question that "Netease Koala’s self-operated watch shop" is not operated by Netease Koala.
On the morning of August 18th, Chen Lin took the watch to Longines’ designated official after-sales service to intercept the strap and verify its authenticity. After tearing off the plastic film wrapped on the watch, it was discovered that there were scratches on the bracelet buckle.
Tony chen’s wife also reported to Netease Koala, and since then, she has received two phone calls. "Netease koala’s customer service insists that it is impossible to verify where the problem lies, and the watches sold will not be returned or replaced. Finally, they said to compensate 500 yuan, but we can’t accept it. No one wants to spend 10,000 yuan to buy a watch that is flawed and may be a sample. "
Let Tony chen know that the watch he bought is a "counter sample watch", and there are two cards sent with the watch. The reporter saw that a card was marked with the words "Time Watch Line", and at the bottom of the card, the shaded part showed "Suzhou aristocratic watch shop". On another card, the information displayed is: Ole Store in Florence, Shanghai, etc.
Tony chen said that from the above information, it is very likely that this watch is a "sample" of the counter. He bought the watch for the logo of Netease Koala’s self-operation, and how did it become a "fashionable watch shop" and a "Suzhou aristocratic watch shop", and the source of the watch should not be "Ole shop in Florence, Shanghai".
However, in a photo provided by Tony chen, the last line is marked: "Netease Koala Watch Store" is a merchant that Netease Koala purchased from the sea, and the goods are delivered by the merchant. "If you don’t look at the product description carefully, you can’t see such information at all. Netease’s self-operation marked in front will make consumers think that Netease koala is self-operated. Isn’t this misleading consumers?" Tony chen said.(Source: China Consumer News)
(Case Editor: Credit Construction Research Group in E-commerce in the editorial department of China Credit Magazine)
