"2011 National Day Golden Week Online Shopping Complaints Monitoring Report" Released

Feature 1: air tickets are active again.

The "eleven" long vacation is a peak period of travel. Traveling and visiting relatives have set off an upsurge in online shopping tickets. Therefore, phishing websites have also caught the price psychology of people buying tickets, and have been active again after the Mid Autumn Festival.

Many netizens are screaming, but regret is too late. The phishing website has disappeared.

Before the advent of the long holidays, this platform reminds netizens to remember the ten tickets for the national day long vacation trip online shopping tickets, hoping to help the majority of online shopping tickets.

(details of the relevant cases: Di Ya Airlines suspected of fraud many netizens fall into trap 100ec.cn/detail--6002440.html)

Feature two:

Every holiday season, the overall promotion of low price promotion has become a regular strategy for major e-commerce websites. "Straight down", "cash back", "storm", "spike", "limited purchase", "full return" and "price setting" and other promotional tools have dazzled netizens, greatly stimulated the desire of Internet users, and let everyone lose their rational, crazy online shopping.

However, many netizens only get a head start after receiving the goods. The so-called "promotion" is not so affordable. Many businesses offer discounts after the first price increase, so the so-called gift coupons are also used.

Feature three: tourist product complaints warming up

Traveling is the first choice for the majority of netizens for long holidays. Therefore, early online shopping, a tour package, group buying, a hotel room and so on, is essential for Internet users to travel.

However, after the group buying tour project, it was told that the booking was full and could not be refunded; the group's travel accommodation fee was also required to perform the holiday price because of the "eleven" holiday.

Therefore, complaints about online shopping and tourism products are warming up in this cool early autumn.

Features four: group buying can not be achieved, no refund.

During holidays and holidays, tourist attractions or restaurants, KTV and so on are all overcrowded. This group plans to buy a gourmet meal package and share some 35 friends in the holiday. However, many times the appointment is full. Many netizens are reflecting the group buying packages to this platform. Because of the long holiday consumption peak, they are overlooked, unable to spend, and have no refund.

(details of the relevant cases are: no meal can be refundable, Macao bean fishing is different, 100ec.cn/detail--6003035.html)

Feature five: slow delivery speed

Regular online shopping friends must find out that the delivery time during promotion is 3-4 times that of normal. Because of the large number of merchant orders during the promotion period, the delivery is not timely. Therefore, the goods that the users can receive after two or three days may not be able to receive ten days.

(case details: Sohu love family group payment order not shipped showing status not paid 100ec.cn/detail--6003038.html)

Feature six: order cancelled without reason.

Once the order is generated in the online shopping process, it means that the shopping agreement has been reached between the customer and the merchant. However, the case of the unordered cancellation of the order has become the reason for the cancellation of the order in the long holiday online shopping.

(for example, the Jingdong mall cancelled the order without reason, saying it was not in the delivery area 100ec.cn/detail--6003037.html).

Feature seven: business system problems

During the promotion period, many netizens lined up, and the business system problem was exposed. When the payment page was wrong, the order was placed before the goods were sold out.

(related cases are detailed: online shopping suning.com soybean milk opportunity payment problem, who pays the price.

100ec.cn/detail--6003309.html)

Feature eight: logistics express does not "give power" to online shopping.

Although many express companies have claimed no holidays this year, many of them are semi operating, so many Taobao sellers choose only one way to deliver goods. In addition, many electronic business enterprises are not able to deliver and deliver goods because of the large number of orders during the promotion period.

Feature nine: after sales service is not in time.

Many netizens reflect to this platform that the after-sales service of the businesses during the National Day is not "giving strength". Many customer service shows that they can not reply directly, and even many after-sales phones are unanswered.

(details of the relevant cases: Jingdong mall customer service center unreasonable cancellation of customer orders were complaints.

100ec.cn/detail--6002560.html)

Feature ten: cheap temptation, phishing website "mysterious disappear"

Some sites attract baiders to buy orders at low prices, and then delay the delivery of goods on the basis of tight supply and so on. Eventually, they close the website and disappear, some of them shrink in quality inspection of goods or services, and some even give consumers the name of Trojan horse websites in the name of shopping.

In response, Yao Jianfang, an online shopping and rights expert at the China Electronic Commerce Research Center, said:

First: e-commerce enterprises should be guided by the concept of good faith management and achieve solid sales promotion.

Sales promotion is aimed at stimulating consumption, but at the same time, it is also aimed at expanding the visibility of enterprises and attracting more consumers to pay attention to enterprises. However, most of the e-commerce enterprises, in order to attract consumers' attention, play the banner of ultra-low discount promotions, while the order quantity is huge.

Therefore, most consumers reflect too much moisture when they buy the merchandise.

In the long run, customers will question the integrity of enterprises, and the chances of buying them will be greatly reduced. The intention of the promotion of e-commerce enterprises will run counter to them.

Second, slow delivery speed, logistics is still a short board for the development of e-commerce.

During the promotion of electronic business activities, the number of orders is large, causing businesses to be unable to deliver on time, such as Jingdong mall is a typical case.

Although Jingdong has a huge logistics system, there are frequent problems such as slow delivery and timely distribution. Jingdong has become the focus of complaints in the golden week online shopping, which reflects the defects of Jingdong in logistics, resulting in "no effort" in logistics distribution.

In addition, many electricity providers do not have their own logistics system. Logistics relies entirely on Cooperative logistics companies. However, during the long holidays, the number of online shopping is large, and the couriers are also in short supply. It seems that although logistics has developed rapidly, it is still a short board for the development of e-commerce.

Third, after-sales service to the intensity far less than promotion efforts.

A large number of sales promotion brings a lot of after-sale problems. However, the general problem of electric business enterprises is that the overall quality of customer service is not high enough, and the staff are not enough.

Many netizens respond to our long holidays to get through the after-sales calls of the business. It's really difficult. Even if we get through the customer service, we usually do things in a perfunctory way. If we ask three questions, we always use the "please wait patiently", "the system has problems during the sales promotion period, and have been repaired as soon as possible" to prevaricate the consumers.

Therefore, after-sales service as one of the infrastructure is worth building.

Fourth, the lack of a corresponding regulatory system for electricity supplier development, frequent fishing phenomenon

Hot online shopping is often a time when fishing websites are active.

Many consumers react to online shopping tickets, but no relevant departments can recover money for them.

Many netizens questioned that "no department can supervise these phishing websites". In fact, because fishing websites are simple and flexible, they usually absconded with money after fishing. There is no effective supervision means.

Therefore, it is hoped that relevant departments can formulate corresponding laws and regulations, or increase the monitoring technology and personnel input of phishing sites.

Here, Yao Jianfang, the online shopping and rights protection expert of China Electronic Commerce Research Center, gives the following points:

First of all, online shopping must be rational and not blindly purchased.

During the long holidays, the prices of businesses are serious. Users often resist these temptations. However, we should not neglect the secrets behind the promotion of shopping malls.

"Rebate", "gift coupons", "full to reduce" many promotions behind the store are full of tricks.

Secondly, when shopping online, be sure to keep more eyes open. Don't open up unknown links or low prices. These are usually the hiding places for phishing websites.

Finally, online shopping must choose large and regular websites. After consumption, it is necessary to pay attention to and keep good consumption vouchers, such as online shopping invoices, order screenshots, SMS notification and other effective evidence.

In view of the frequent problem of online shopping, e-commerce enterprises should attach importance to user shopping experience and uphold integrity management.

In October 20th, the 2011 China garment industry e-commerce summit and the China garment industry e-commerce Procurement Association Co sponsored by the China Electronic Commerce Research Center and China apparel network will be held in Ningbo.

At that time, the "2011 integrity clothing business enterprise Ningbo declaration" will also be released (see the official website of the conference: www.100ec.cn/zt/fuzhuang/).

Contact related analysts

Yao Jian Fang

China E-Commerce Research Center online shopping and rights protection experts

Research area: users' complaints and rights protection in e-commerce consumption process such as online shopping, online group buying, logistics express, network payment, and comments and suggestions on user online shopping recommendation, promotion shopping guide, commodity comparison and after-sales service of Taobao C2C online stores in China.

• TEL:0571-87671528;

• E-mail:yjf8936#netsun.com

• MSN:yjf8936#hotmail.com (mail or add MSN to replace @ @ @ @).

Center website: www.100EC.cn

Online shopping navigation: www.Boogle.cn

• electricity supplier services: 100ec.cn/zt/service

China integrity network group buying Alliance: 100ec.cn/zt/tg

China's e-commerce complaints and rights protection public service platform 100ec.cn/zt/315/

Electricity supplier conference: "2011 China clothing industry e-commerce application summit" registration start

In October 20th, the 2011 China garment industry e-commerce summit and the China garment industry Purchasing Association will be held during the Fifteenth International Fashion Festival in Ningbo, jointly sponsored by the China Electronic Commerce Research Center and China apparel network. At the same time, the "2011 China top ten clothing e-commerce demonstration website" award ceremony will be released.

It is expected that more than 300 people will attend, and is undoubtedly a high priced "feast of gluttonous" in the domestic apparel and electricity supplier industry in 2011.

It is reported that the summit will also hold the unveiling ceremony of the "China clothing brand research center" and the "2011 China clothing industry e-commerce application report".

At present, the registration of summit and procurement has been launched. See the official website of the conference: http://www.100ec.cn/zt/fuzhuang/.

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