To the business "praise" "bad review" is the credit evaluation mechanism set by the online shopping platform for consumers, consumers can give evaluation based on the quality of products or services provided by the merchants. Recently, the Heilongjiang Consumers Association survey results show that more than 80% of consumers have been greeted by malicious harassment, embarrassment, intimidation, etc. due to “message†or “bad reviewâ€.
According to the survey statistics of the Heilongjiang Provincial Consumers Association in 2017, 263 of the 306 consumers who had “middle evaluation†or “bad review†for merchants suffered malicious retaliatory actions such as harassing calls and SMS intimidation. The ratio is as high as 85.9%, which causes great insecurity for consumers and affects normal life.
According to reports, the main means of business retaliation is to humiliate, defame, intimidate and intimidate consumers by calling, texting, sending e-mails, commenting, and buying and selling message boards. Consumer Mr. Li spent 280 yuan to buy a pair of men's leather shoes in the online store. When the goods arrived, they found that there were several threads on the surface of the shoe, the work was rough, and there was a piece of glue that had been opened, which was inconsistent with the photos on the online store. Mr. Li gave a bad review. The seller repeatedly requested to delete the bad review and was rejected by Mr. Li. After that, the seller called Mr. Li every day in the middle of the night to harass, and finally sent him an abusive text message, threatening to send his mother a shroud. A female college student in the online optimistic about a Korean fashion clothing and goods to and found a large clothing color, fabric quality is not good, it is called negative feedback. I did not expect to submit the evaluation, the seller called, threatened to say "to delete the bad review immediately, if you do not delete, you will sell your name, age, photos and other information to the porn site."
Some of the retaliatory methods used by the "bad review" merchants are despicable, even sending shrouds, faeces, dead mice, crypts, putting their mobile Alipay into the virus, and merchants putting photos of consumers. On the dating website, there are daily blind calls and other behaviors.
Heilongjiang Provincial Consumers Association believes that there is evaluation mechanism electronic business platform to develop imperfections, resulting in reduced credibility evaluation information, to punish unscrupulous merchants less means small efforts that resulted in malicious retaliation cases occur. Mainly reflected in: e-commerce stipulates that consumers are too simple to evaluate, and there is no detailed scale for hitting bad reviews. Consumers are hit by bad reviews because of a small problem, which will directly lead to conflicts between consumers and online stores. Freely venting each other, and then malicious harassment, destroying the order of fair trade, infringing on consumer rights; peer competition, resulting in the use of bad reviews to damage the opponent's reputation, to achieve the purpose of harming others; online evaluation of consumers and businesses using real names On the surface, this evaluation mechanism is fair. If consumers give bad reviews to merchants, it will affect the credibility of the merchants, illegal merchants or malicious retaliation, or sell consumer information to criminals, serious damage. The interests of consumers; the grievances of malicious harassment, retaliation, and administrative law enforcement are not enough, resulting in unsuccessful business practices and retaliatory measures.
The Consumers Association of Heilongjiang Province called on the network platform to improve the network evaluation mechanism and increase the crackdown on malicious harassment and retaliation against merchants. To improve the reputation evaluation system, it is necessary to safeguard the consumer's right to make comments on the authentic evaluation of the quality and service of the goods, to seriously deal with the illegal acts of malicious harassment of unscrupulous merchants against consumers, and to establish a scale of malicious bad reviews to protect the law. Merchants are not subject to irresponsible consumer bad reviews and peer-to-peer competition for intentional malicious bad reviews. The ultimate goal is to motivate consumers to propose product quality and service quality and friendly interaction with merchants to create a fair online shopping, A harmonious and orderly environment.
The Heilongjiang Provincial Consumers Association recommends that strict evaluation principles be established. Consumers must have a basis for the products or services they are evaluating. They must be evaluated, evidenced, objectively notarized, and prevented from being badly evaluated. At the same time, malicious bad reviews must be formulated. Standards to prevent unscrupulous peers from conducting malicious bad reviews. Once it is determined that malicious bad reviews are deleted in time; to protect consumer personal information, e-commerce platforms should anonymize all consumer information when formulating evaluation rules to prevent consumers from participating in evaluations. In the middle of the bad review, it was maliciously retaliated; the e-commerce platform should formulate a scoring assessment and a severe punishment system, and blame the merchants who maliciously harass and retaliate against consumers. As long as the platform receives consumer complaints, it must be seriously investigated, verified, and managed. Institutional and scoring standards are subject to deductions and financial penalties, and restrictions or cancellations of business qualifications are imposed on businesses with serious circumstances. If the circumstances are serious and suspected of committing crimes, the criminal liability of the business shall be investigated.
The Consumers Association of Heilongjiang Province reminds consumers that if they encounter unscrupulous acts of harassment by unscrupulous businesses, they must dare to defend their rights. They can complain to e-commerce platforms, consumer associations or administrative departments, and retaliate against malicious means such as malicious insults, threats and intimidation. You can call the police for police help. Consumers should pay attention to the preservation of evidence when making complaints, such as screenshots of chat history during the transaction with the seller, physical and photo of the purchased goods, contents and documents displayed by the courier, recordings of telephone calls, mutual mobile phone text messages, WeChat content, malicious harassment Evidence such as items.
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