How consumers can complain about businesses

How do consumers complain about businesses?

How do consumers complain about businesses? Many merchants are relatively conscientious merchants, but there is no shortage of unscrupulous merchants in this market who cheat consumers by selling their products like dogs and cats. Consumers will definitely make complaints. So how do consumers complain about merchants? How consumers complain to merchants 1

1. Complain to the trading platform. File a complaint to the trading platform and provide the evidence you have, including physical objects, chat records, invoices, transaction records, etc. General online shopping platforms have corresponding complaint mechanisms. If the complaint is true, there will be a severe punishment mechanism to recover your losses. .

2. Complain to the Consumers Association. Just like in physical stores, you can also complain to 12315 Consumers Association if there is a transaction dispute during online shopping. Consumers should also keep shopping vouchers and other evidence. Need to be reminded that most online shopping dealers are out of town. When receiving goods, consumers should pay attention to check the official seal of the bill and make a complaint to the Consumers Association where the official bill seal is located based on the territorial principle.

3. Complain to the express company. Sometimes there is a problem with the goods purchased online during the delivery process. It is not the merchant's intention to deceive. The courier company should be held responsible for any damage to the goods. You can call the courier company to complain. There are dedicated complaint platforms on websites such as the State Post Bureau, and you can also get compensation.

4. Complain to 12345. In order to strengthen public services, local government departments have established a 12345 citizen service hotline. After citizens call the hotline, the handler will promptly transfer the complaint to the relevant department for handling. Relevant departments will reply to the public after handling the matter. Because the relevant departments must also feedback the handling results to the citizen service hotline and include them in the assessment, complaints can generally be resolved better.

5. Complain and report the case to the public security organs. When the deception is serious and involves a large amount of money, it constitutes online shopping fraud and violates the law. You need to report the case to the public security department and request the public security department to intervene. This will not only prevent more consumers from being deceived, but also help you reduce property losses. .

Forms of price fraud when shopping online

1. The product name, origin, specification, grade, texture, etc. of the goods indicated on the price tag, price list, etc. The pricing unit, price, etc. or service items, charging standards and other relevant contents are inconsistent with the actual situation, and this is used as a means to induce consumers or other operators to purchase.

2. For the same product or service, two price tags or price lists are used at the same trading place to attract customers at a low price and settle at a high price.

3. Using deceptive or misleading language, text, pictures, units of measurement, etc. to list prices to induce others to trade with them.

4. The marked market lowest price, ex-factory price, wholesale price, special price, best price and other prices indicate no basis or comparison.

5. The marked discounted goods or services are sold at reduced prices, and the discount range is inconsistent with the actual price.

6. When selling treated goods, the treated product and the price of the treated product are not marked.

7. When selling goods and providing services in the form of extra-price gifts, failing to truthfully indicate the name and quantity of the gift items or that the gift items are fake or inferior goods.

8. When purchasing and selling goods and providing services with price additional conditions, the additional conditions are not indicated or are vaguely indicated.

9. Fictitious original prices, fictitious reasons for price reductions, false discounts, false claims of price reductions or upcoming price increases, to trick others into buying.

10. Price commitments are made before purchasing or selling goods or providing services, but they are not fulfilled or not fully fulfilled.

11. Falsely claiming that the acquisition or sales price is higher or lower than that of other operators, to trick consumers or operators into conducting transactions with them.

12. Adopting means such as adulteration, adulteration, passing off fake goods as genuine goods, passing off inferior goods as good goods, shortage of quantity, etc., so that the quantity or quality does not match the price.

13. The prices of goods and services subject to market-adjusted prices are falsely referred to as government-priced or government-guided prices.

It is relatively common for consumers to shop online, especially the handling of related matters. On the one hand, it needs to be based on the actual shopping situation, and on the other hand, it also needs to be based on the causes. Complaints are handled based on the factual consequences and harms, and the specific circumstances can be determined based on actual circumstances. How do consumers complain about merchants 2

What are the correct ways to complain when consumers defend their rights?

(1) Complaint methods:

Consumer complaints can be made by telephone, It will be conducted through letters, interviews and the Internet. However, no matter which form is adopted, the following content must be included:

1. Basic information of the complaining party and the party being complained against. The name, address, postal code, contact number, etc. of the complaining party; the name, address, postal code, contact number, etc. of the respondent. If a consumer entrusts an agent to make a complaint, he or she shall submit a power of attorney to the consumer association.

2. Specific complaint content. The process of occurrence of the damage and the negotiation with the operator.

3. Specific evidence. Consumers are obliged to provide evidence relevant to the complaint to prove that there is a causal relationship between the purchase, use of goods or receipt of services and the damage suffered. Consumer associations generally do not retain the original evidence (original documents, physical objects, etc.) provided by both parties to the dispute.

4. Specific complaint request.

5. Date of complaint.

(2) The specific requirements for complaints are:

1. Write a letter of complaint. The letter must clearly state the name and detailed address of the complainant. The name, detailed mailing address, and telephone number of the business enterprise being complained against, the specific circumstances of purchasing goods or receiving services, the damage suffered, and the negotiation process.

2. Provide invoices, documents, certification letters and other necessary explanatory materials.

3. The complainant should reflect the actual facts of the incident realistically and should not exaggerate or make up fiction. After preparing the necessary materials, you can complain to the relevant department or consumer association where the sales dispute is located, or you can file a lawsuit in the People's Court. When making complaints, you should pay attention to the following points:

(1) Pay attention to collecting and retaining shopping invoices or service invoices.

(2) There must be instructions for use, certificates of conformity, inspection certificates, as well as advertisements and express commitments provided by the merchants.

(3) There must be physical damage, records, appraisals, medical records and other related materials.

(4) Pay attention to the legal statute of limitations for complaints. If there are product quality problems, repair or replacement should be requested within 15 days. Products subject to the "Three Guarantees" must comply with the provisions of the "Three Guarantees". The statute of limitations for claims for property damage is 2 years, and for personal injury, it is 1 year.

Fifth, choose a good claimant. Generally, claims can be made to the operating merchant, and if necessary, claims can be made directly to the manufacturer. Those who have been harmed by false advertising may seek compensation from the operators and advertisers. If a malfunction or accident occurs when the purchased product is used, the site should be protected and the relevant department should be asked to issue an investigation certificate.

(3) Under normal circumstances, the process from complaint to problem resolution includes the following steps:

1. Process for merchants to handle complaints by themselves

1. Consumers initiate complaints;

2. Record or view the content of the complaint, and record all the contents of the customer's complaint in detail: such as the complainant, time of complaint, object of complaint, complaint requirements, etc.;

3 2. Determine whether the complaint is valid: After understanding the content of the customer's complaint, it is necessary to determine whether the reason for the customer's complaint is sufficient and whether the complaint request is reasonable. If the complaint is not substantiated, you can respond to the customer in a tactful way to obtain the customer's understanding and eliminate misunderstandings.

4. Determine the department responsible for handling complaints: Based on the content of customer complaints, determine the relevant specific acceptance unit and person in charge.

5. The responsible department analyzes the reasons for complaints: it is necessary to find out the specific reasons for customer complaints and the specific person responsible for causing customer complaints.

6. Propose a resolution plan fairly: Based on the actual situation and the customer’s complaint requirements, propose a specific plan to resolve the complaint. Such as returns, exchanges, repairs, trade-ins, compensation, etc.

7. Submit instructions from the supervisor: In response to customer complaints, the supervisor will review the complaint handling plan one by one and give instructions in a timely manner. According to the actual situation, take all possible measures to try to recover the losses that have occurred.

8. Implement the treatment plan: punish those directly responsible, notify customers, and collect customer feedback as soon as possible. Those directly responsible and department heads must be punished in accordance with relevant regulations. Depending on the size of the losses caused by the complaints, a certain proportion of performance wages or funds from the responsible persons shall be deducted. Those responsible for delays caused by not handling problems in a timely manner must also be held accountable.

9. Summary and evaluation: summarize and comprehensively evaluate the complaint handling process, learn from experience and lessons, and propose improvement countermeasures, so as to continuously improve the company's management and business operations, improve customer service quality and service level, Reduce complaint rate.

2. The process for handling complaints by consumer associations, quality supervision departments, media, etc. is:

1. Consumer complaints;

2. Report to the respondent The unit or competent department issues a transfer order and attaches a complaint letter, requiring a response within a certain period of time in accordance with relevant laws, regulations, and policies. Under normal circumstances, the case will be processed within 15 days after the case is formally filed.

3. If the matter is not handled within the time limit, we will urge you again or take other measures until it is settled;

4. For complaints that are complex and controversial, we will handle them directly or in conjunction with the relevant departments. ***Same processing. If an appraisal is required, the relevant statutory appraisal department will be submitted for appraisal and a written appraisal conclusion will be issued. The expenses required for the appraisal are generally borne by the party responsible for the appraisal conclusion.

5. Important complaints that involve a wide range of areas, endanger the rights and interests of consumers, or seriously harm consumers’ rights and interests and are delayed for a long time, will be reported to the government or relevant departments in a timely manner, and will also be communicated through mass media The media will expose and criticize it, and cooperate with relevant functional departments to investigate and deal with it.

Complaints can be said to be a way of communication. If you encounter unsatisfactory services in your life and need to resolve the problem through complaints, you can choose the correct complaint method to defend your rights and interests. How consumers complain about merchants 3

1. How to complain about merchants

The specific ways to report merchants are:

1. You can call the reporting hotline 12315; < /p>

2. Reports can be made through letters, faxes, text messages, emails and the 12315 website complaint platform;

3. Reports can be made directly to the industrial and commercial administration department.

2. How long will it take for consumer complaints to be processed?

The industrial and commercial administration department with jurisdiction shall handle and notify consumers of complaints within seven working days from the date of receipt. If a complaint that does not comply with the regulations will not be accepted, the complainant should also be notified of the reasons for not accepting it.

When a consumer association receives a consumer complaint, it shall make a decision on whether to accept it within five working days and notify the consumer. If it is decided to accept the complaint, the complaint shall be investigated and mediated within ten working days. If an agreement is reached through mediation, the parties shall perform in accordance with the mediation agreement. Special complaints where the situation is more complex or where both parties request it may be handled on a case-by-case basis.

3. What methods does the Consumer Association use to handle consumer complaints?

1. Transfer. Complaints subject to geographical jurisdiction restrictions and where the respondent is clearly identified will generally be transferred by the higher-level Consumers Association to the local Consumers Association for handling; or by the Consumers Association in a different place to the local Consumers Association for assistance in handling.

2. Direct processing. For every consumer complaint, the Consumer Association should conduct fair and timely mediation on the premise of carefully investigating, identifying facts, and clarifying responsibilities. During mediation, a combination of "back-to-back" and "face-to-face" methods is implemented. As the mediator, the Consumers Association must always be in a leading position, actively guide both parties to reach consensus, strive to achieve the goal of mutual satisfaction, and promote the final resolution of the dispute.

3. Assist and cooperate in handling. Cooperate with industry authorities. Requesting the cooperation of industry authorities can promptly help industrial and commercial enterprises improve their operations, improve the quality of products and services, promote the improvement of the consumer environment, and promote the resolution of consumer disputes within the industry.