This year's "double 11" has ended. On November 18, the China Consumer Association released the public opinion analysis report on "double 11" consumer rights protection in 2021. The report shows that during the "double 11" promotion this year, price disputes, false shipments and platform issues have attracted the most attention. The report shows that during the 24-day monitoring period from October 20 to November 12, 21353081 pieces of "consumer rights protection" information related to "double 11" were collected, with an average daily amount of about 890000 pieces of information. During the monitoring period, 4953918 make complaints about "Tucao" and "consumer rights" information through public opinion monitoring system, accounting for 23.2% of the total information on "consumer rights protection". The reporter of Beijing Youth Daily learned that among the negative information about "price disputes", the amount of public opinion information on November 1 was the highest, reaching 143984. The price dispute focused on November 1, which was related to the pre-sale deposit and the payment of the balance. Many consumers who are ready to pay the balance find that after superimposing various discounts, the pre-sale price may not be the most favorable. The China Consumer Association named the phenomenon that "consumers pay more for advance deposits in converse and Philharmonic flagship stores". Some consumers complained that when shopping in converse flagship store, they thought that the advance deposit of "double 11" could get a bargain. The final payment plus advance payment for a pair of converse was 569.17 yuan, but it only needed 558.50 yuan without advance payment; On November 4, some consumers reported that the pre-sale of FILA's official flagship store deceived consumers. Some consumers said that during the "double 11" pre-sale period, the store promised to reduce 400 yuan from 2000 yuan in the live broadcasting room, which is the maximum discount. Superimposed with the official discount of Taobao, the total is 700 yuan from 2000 yuan. At that time, it took a long time to grab the coupons. After purchasing the coupons with a deposit in advance, the balance was paid at 0:00 on November 1. However, on November 2, the store released another 10000 vouchers with a stack of 2000 yuan minus 900 yuan. There was no need to pay a deposit or rob. Those who paid in advance were cut off as leeks. According to many reports, the platform has refunded the price difference to some consumers, but the subsequent refund requests of many consumers have not been replied by the customer service. Among the negative information about "false delivery", the negative information peaked at 28202 on November 6. Monitoring shows that since November 1st, many netizens Tucao logistics information is not updated, make complaints about the robot can not effectively communicate. After the continuous increase of public opinion and full interaction, netizens began to think that the root cause was the false delivery of goods by merchants, resulting in the logistics information not being updated for many days. The China Consumer Association named the problems of "no L'Oreal in 10 days" and "Winona false delivery" reflected by consumers. The report shows that during the monitoring period, 123071 negative information about public opinion concentration events related to platform marketing were collected, and the peak of negative information was 18184 on October 27. Among them, during the pre-sale period, Taobao platform meow sugar activities make complaints about public opinion, the public opinion information volume reached its peak in October 27th, meow sugar collapse, meow sugar activities and so on, became a hot slot. In view of the public opinion on consumer rights protection during the "double 11" period this year, the China Consumer Association suggests that we should continue to strengthen the supervision and control of violations in e-commerce marketing and promotion, not only focus on specific time nodes, but also strictly abide by the daily routine; Starting from fully responding to consumers' consumption demands, encourage and guide e-commerce platforms and relevant subjects to find and build more sincere and less routine business models, and take care of more diverse and quality consumption demands. (outlook new era)
Edit：Yuanqi Tang Responsible editor：Xiao Yu
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