Customer service is a favorite way to make complaints about the development of the fresh electronic business platform. But at the same time, the problems of product quality defects, quantitative pricing, no guarantee of standards, and after-sale rights protection are also frequently encountered by consumers. ● search on the third-party platform with "fresh quality" and "vegetable purchase quality" as keywords. There are more than 1000 relevant complaints, involving many different fresh e-commerce platforms. Some people have bought smelly meat, shrimp full of blood, sprouted potatoes, etc ● fresh e-commerce operators shall, in strict accordance with relevant laws and regulations, comprehensively, truly, accurately and timely mark commodity or service information to protect consumers' right to know and choice. At the same time, the quality of fresh commodities is its life and an important standard for consumers to choose the platform. The quality of commodities should be strictly controlled from the whole links of commodity supply chain, sales and distribution, so as to provide consumers with commodities with reliable quality Place an order through the fresh app on your mobile phone before work, and the dishes you buy when you get home - this saves time and effort for Liu Ling, an office worker in Beijing, "you don't have to worry about buying vegetables anymore". In the past, because she was too busy to buy vegetables every day, she had to take advantage of the weekend to concentrate on shopping and fill the refrigerator; Now, she buys vegetables through the Internet and can receive fresh dishes in half an hour. Like Liu Ling, there are not a few people who use and gradually rely on the Internet to buy vegetables. The 25 Beijing residents randomly interviewed by the reporter of the rule of law Daily recently, including more than 60 years old and over, have all had the experience of buying vegetables on the Internet, and said they will continue to use the fresh app as a daily way of purchasing fresh food. Behind the popularity of shopping on the Internet is the sudden emergence of fresh e-commerce in China. According to the Research Report on market prospects and investment opportunities of China's fresh e-commerce industry released by China Academy of commerce industry in April this year, the transaction scale of China's fresh e-commerce industry has maintained a stable growth in recent years. In 2021, the transaction scale of fresh e-commerce reached 465.81 billion yuan, a year-on-year increase of 27.92%. With the customer service platform growing rapidly, this "home to home" lifestyle is becoming known. Its convenience and product diversity make complaints about consumers buy the Internet. But at the same time, the problems such as product quality defects, quantitative pricing, no guarantee of after-sale rights and so on are also frequently encountered by consumers. Shopping online is all the rage Quality complaints occur from time to time After the outbreak, Yang Yang, the "post-85" finally persuaded his "post-50" parents to buy fruits and vegetables through fresh app. "Parents' thinking is more traditional and have a natural distrust of online shopping. They always worry that the things they buy online are not fresh." Yang Yang said that until one time, she bought a box of oranges online, with full color and water. It was less than 50 yuan for 10 kg, which was more than half cheaper than that in the supermarket. After this time, Yang Yang's father no longer resisted online shopping for fruits and vegetables as before, and even began to try online shopping. He browsed the fresh sections of some e-commerce platforms on his mobile phone and asked her how to fill in her address. A few days later, my father "secretly" bought a box of corn and was happy when he went to get the express. Zhao Qi, who lives in Xicheng District, Beijing, is a loyal user of the fresh e-commerce platform. She cares about the freshness and quality of fresh food, the types of dishes available and the time cost of shopping. Fresh e-commerce meets her needs. Almost all her daily purchases of fruits and vegetables are online. "In the past, it was necessary to go to the vegetable market to pick and bargain. Now you can buy fresh fruits and vegetables through app and get home half an hour after placing an order, which makes people feel more convenient and safe, especially during the epidemic." Zhao Qi is not surprised that shopping on the Internet is becoming more and more popular. Internet shopping and one-stop shopping really save consumers a lot of trouble. However, since the end of last year and the beginning of this year, there have been more negative comments on fresh e-commerce. "The distribution system has a timeout problem for more than one hour." Zhao Qi said that in addition, there is also a gap in commodity prices on fresh e-commerce apps, and some price differences can be more than doubled. Zhao Qi also encountered the uneven quality of dishes: when she bought a box of vegetables, except that the surface layer was perfect, the lower layer was full of small and wilting vegetable leaves; For the potatoes marked "4kg a bag" on the page, the big one on the top is full and the small one on the bottom is dry. Beijing resident Zhou Zhou said: "some fresh platforms are often out of stock. Open the app at 4 p.m. two days ago, and there are only a few kinds of green leafy vegetables left." Some respondents reported prominent food quality problems. The reporter searched on the third-party platform with "fresh quality" and "vegetable buying quality" as keywords. There were more than 1000 relevant complaints, involving many different fresh e-commerce platforms. Some people bought smelly meat, shrimp full of blood, sprouted potatoes, etc. In January this year, Shanghai regulatory authorities issued a ticket for a vegetable buying platform because of the production and operation of pathogenic microorganisms, pesticide residues, veterinary drug residues, biological toxins, heavy metals and other pollutants, as well as food and food additives whose content of other substances harmful to human health exceeded the limit of food safety standards. The operation modes are different Lack of standards for pricing and quantification The reporter's investigation found that problems such as "distribution can't keep up", "shortage" and "poor quality" have a certain relationship with the operation mode and supply chain of fresh e-commerce platform. The existing fresh e-commerce platforms have various operation modes, including front warehouse, store warehouse integration, o2o platform, community group purchase and other modes. The front warehouse mode usually relies on the storage points integrating warehousing, sorting and distribution arranged in the community to shorten the distribution chain and improve the distribution efficiency; The store warehouse integration mode is only adopted by individual fresh e-commerce, integrating "store consumption + online shopping + real-time distribution" to provide an online and offline integrated consumption experience; O2o platform mode provides consumers with fresh home services through cooperation with offline supermarkets, retail stores and convenience stores; The community group purchase mode mainly meets the needs of users in the sinking market. It provides product supply chain logistics and after-sales support through the group purchase platform. The head is responsible for community operation, and users pick up goods in the community. In March this year, a site of dingdong shopping for vegetables was exposed that there were problems in the front warehouse, such as using dead fish to pretend to be live fish, recycling vegetables from vegetables exceeding the best sales period, unauthorized "turning over" and changing labels, and routine disinfection becoming a mere formality. Beijing Haidian District Market Supervision Bureau then interviewed Ding Dong to buy vegetables, filed a case for investigation and dealt with it, and guided enterprises to carry out a comprehensive self-examination of the front warehouse. This is considered to once again reveal the inherent pain points of the front bin model. As a kind of fresh e-commerce operation mode, the front warehouse mode first stores fresh products in a warehouse close to the community, and then takes this as the origin to complete the "last kilometer" distribution. The front warehouse is a "dark warehouse", which is not an offline store and only undertakes the function of cold chain storage. On April 7, the reporter came to a fresh e-commerce offline store located in Chaoyang District, Beijing. Its main mode is store warehouse integration. The reporter saw at the scene that the store is mainly self-service shopping, and there are few shopping guides for shopping guidance. Some distribution personnel carry the distribution equipment and wait for the sorter to sort the goods in a certain area, and then sort them separately according to different orders. A distributor at the scene told reporters that the fresh e-commerce platform has an exclusive distribution chain, and the distributors are all contracted riders under the platform. Recently, due to the epidemic, their orders have increased significantly, but their manpower is relatively limited, so sometimes it is impossible to guarantee the timeliness of distribution. "Usually, delivery can be guaranteed within half an hour, but now most of them are delayed. When there are frozen fresh products, there is no way to ensure delivery on time. Indeed, the products may deteriorate due to the long delivery time." Because it is impossible to observe and select products offline when shopping on the Internet, some consumers pay special attention to the traceability and qualification of products on the online platform. Zhao Lin, who lives in Hedong District, Tianjin, has two years of experience in buying vegetables on the Internet. She believes that it is very important to improve the product quality inspection information and clarify the product qualification. "Although it is convenient to buy vegetables on the Internet, the product quality must come first. When we can't choose, we can only understand the products through the page product information, so we prefer to choose a platform with clear source and quality inspection information, which at least looks much more reliable". However, the reporter's investigation found that in some vegetable shopping apps, the traceability and quality inspection information of fresh products are not "standard". For meat, eggs, poultry, fruits and vegetables and other products, some platforms will publicly provide consumers with product quality inspection information on the product page, which is recommended by buyers, and even have special test reports to show that the standards of veterinary drug residues and heavy metals do not exceed the standard; However, some platforms only disclose product parameters and lack traceability information or professional quality inspection information. In addition to product traceability and quality inspection information, Zhao Lin also paid attention to the lack of standardization of various fresh e-commerce platforms. She has purchased the same "imported cherries jjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjj. Zhao Qi has a similar experience. She bought grouper three times a week on the fresh e-commerce platform in the same life. On the product page, the weight of the grouper is 600g, and the fish she received is smaller than once. "The first time is about 15cm long, the second time is barely 14cm long, and the third time is only 11cm long". The reporter noted that in view of the lack of fresh weight, many platforms adopt the price difference refund mode, but the platform will not inform consumers of the specific lack of weight. "Due to the lack of standards on the platform, there are obvious differences in the goods received, which will not only affect the mood of consumers, but also make consumers question the ability of the platform to control product quality. Over time, it is undoubtedly 'pushing consumers out'." Zhao Qi said. The after-sales service was perfunctory It is not easy for consumers to protect their rights What should I do when I buy vegetables with short weight and unqualified quality? A number of consumers interviewed by reporters at random said, "there is no way, we can only eat boring losses". "Not much money, forget it." After several unsuccessful communication with the customer service of a fresh e-commerce platform, Zhao Qi finally gave up the idea of safeguarding her rights. Last July, Zhao Qi bought a 400g Kiwi shrimp on a fresh e-commerce platform at a price of more than 200 yuan. At that time, she noticed that in the product information introduction, the positioning of the product was "frozen fresh aquatic products", and the recommendation clearly said that "fresh seafood just fished out of the water is preserved by refrigeration, that is, frozen fresh. The buyer carefully selected it and transported it in the whole cold chain to ensure freshness and safety". One hour later, Zhao Qi received the goods. When she opened the bag, she was silly - the dead shrimp was soaked in blood water and gave off a bad smell. Moreover, the size of Jiwei shrimp was very small, only about 6cm, "it's not worth that price at all". She immediately asked the customer service to feed back the small size and staleness of Jiwei shrimp, but the other party replied: "although the shrimp is small, but the weight is enough, that's no problem. For the stale shrimp, the platform sells chilled products, not fresh products, but dead shrimp." After several communications, the platform proposed to "return coupons", but refused to refund.