Editor's note: In recent years, as a subdivision of the industry that has appeared on the sharing tuyere, the shared charging treasure has also shown various drawbacks while providing convenience to consumers. In the "Hot Spots of Public Opinion on Consumer Rights Protection in the First Half of 2023" released by the China Consumers Association this year, shared charging treasures were named as "easy to borrow and difficult to repay". On December 6, the State Administration for Market Regulation issued a reply to the "Suggestions on Strengthening the Supervision of Phenomena such as Arbitrary Deduction of Shared Charging Treasures" on behalf of the national adults, which clearly stated that the market supervision department pays close attention to the market dynamics of shared consumption such as shared charging treasures, and will severely crack down on contract violations including the use of standard clauses to reduce the responsibilities of operators themselves. From now on, "China Consumer Daily" will continue to publish a series of reports on the "Investigation of Infringement and Chaos in Shared Charging Treasure Consumption", focusing on various phenomena that infringe on the legitimate rights and interests of consumers in the shared charging treasure market, and effectively safeguard the legitimate rights and interests of consumers.
Reporter Duko.
After using the shared charging treasure, it was returned, and a few days later, the merchant seized the deposit of 99 yuan on the grounds that it was not returned, without any prompt. Recently, a number of consumers reported to the "China Consumer Daily" 3.15 Consumer Voice Quan** interactive platform, saying that they were still deducted by the merchant after returning the shared charging treasure.
The reporter's investigation found that the deposit that was still seized after the return of the shared charging treasure has become a hot spot for online complaints, and there are tens of thousands of related complaints on the online complaint platform, most of which have not been resolved. The objects of the complaint involve many well-known brands such as Xiudian, Sodian, Incoming Call, Street Electric, Xiaodian, Beidian, Monster Charging, Quick Green Charging, and Hua Xiaodian.
Returns monitoring** is available.
Xiudian still refuses to refund the overcharged.
Mr. Zhang, a consumer in Nanchang, Jiangxi Province, told the reporter of China Consumer Daily: "On October 31, I rented a shared charging treasure from Xiudian during a business trip in Ganzhou, and returned it after nearly two hours of use, but I didn't expect that on November 4, Xiudian automatically deducted 99 yuan through WeChat." I contacted the customer service of Xiudian ** many times, and the other party said that the result of the verification was that the power bank was not there and could not be handled. ”
At the same time, Mr. Zhang also filed a complaint through WeChat Pay. Xiudian customer service replied: "Verify that the power bank is not returned and cannot be refunded, it is recommended to return to the scene to provide the power bank serial number on the device."
Mr. Zhang was puzzled by this: "For 99 yuan, it is unrealistic for me to return to Ganzhou from other places to take pictures, and I was deducted 5 days after returning the power bank. ”
In desperation, Mr. Zhang contacted the Sinisid Internet Café, where he rented a power bank in Ganzhou, and retrieved the two paragraphs of ** that were rented and returned at that time. Show: Mr. Zhang rented a power bank at the Internet café at 2 a.m. on October 31 and returned it at the same cabinet at 3:27 a.m. on October 31.
On November 18, Mr. Zhang filed a complaint through a social networking platform and uploaded the rented and returned ** simultaneously, but Xiudian has not contacted Mr. Zhang to deal with it.
According to the Xiudian WeChat applet, the company to which Xiudian belongs is Sichuan Xiudian Technology***The reporter contacted **customer service through the Xiudian WeChat applet, and the other party replied: "The system cannot detect the corresponding charging treasure due to the failure to return it in place, and the charge is 99 yuan, and the staff did not verify the charging treasure." The reporter said that there was a monitoring of rental and return ** as evidence, and the customer service said that the power bank was not there and could not be handled.
Automatic deduction is enabled by default.
After complaining, the deposit will be refunded.
Mr. Gu, a consumer in Jinzhou, Liaoning Province, told reporters: "On November 18, I rented a shared charging treasure of the Sodian brand at the Yule KTV bar in Yixian County, and used WeChat to scan the cabinet machine *** The merchant opened the WeChat automatic deduction function by default while free of deposit, and after 20 minutes of use, I returned to the original socket and left after repeated confirmation." ”
Mr. Gu told reporters that three days later, a merchant named "Shenzhen Zhumang Information Technology*** automatically deducted 99 yuan from his WeChat, and the deduction item was "power bank rental". According to the official website of Qichacha, the company's shareholder is Shenzhen Zhumang Technology*** with a 100% shareholding ratio, and the related product is Sodian charging.
On November 22, Mr. Gu fed back the situation to the customer service of Sodian ** and ** customer service, and the results obtained were "currently being verified, and the results of the consultation will be entered in 72 hours".
Mr. Gu's order details page shows that the billing standard is 2 yuan per hour, and the usage duration is 3 days and 15 hours. "From returning it to deducting the fee, Sodian did not have any prompts, and directly deducted my 99 yuan deposit, but the power bank was not in my hands. Mr. Gu was helpless about this.
The reporter contacted ** customer service through the Sodian WeChat applet to understand the situation, and the customer service said that he had refunded 97 yuan for Mr. Gu. However, the customer service did not give a positive answer to the question of why 99 yuan was deducted after returning the power bank and why there was no relevant reminder.
100 yuan will be deducted for 1 hour of use.
The customer service channel is not smooth.
At half past two in the morning on November 7th, I used Alipay to scan the code to rent a call sharing charging treasure, and returned it after about 1 hour of use, but I didn't expect that the call on November 14 would automatically deduct 100 yuan from my Huabei. Ms. Xie, a consumer in Xiamen, Fujian Province, told reporters that it took 8 days from the return of the lease to the automatic deduction, and the call did not give her any hints.
In the following 10 days, Ms. Xie contacted the customer service and customer service of ** several times. **Customer service has been unreachable;She clicked "self-service feedback" on the interface to enter the blank page and could not submit, and needed to return to the home page many times, and repeatedly brushed "transfer to manual" in the dialog box. I finally entered the manual page, the first time I waited for more than ten minutes, the second time I waited for five or six minutes, and the customer service channel was not smooth.
On November 23, Ms. Xie contacted ** customer service again, and the other party replied: "In view of the good credit of your account, I will help you apply for a special treatment refund of 100 yuan, and the next time in such a situation, no refund will be made." ”
Ms. Xie's bill details show that the deducter is Tianjin Caller Technology***, which has been refunded in the original way. "I have returned the power bank, and the call not only does not admit the mistake, but also says that it is a special application, which I can't understand. ”
The reporter clicked on the **customer service on the home page of the Alipay call applet, and found that it was indeed as Ms. Xie said, it was quite difficult to contact the customer service, and the reporter called the customer service of the caller technology** and pressed the prompt tone to transfer step by step, and found that it was always a robot voice reply, which could not be transferred to manual service.
The rental is still displayed after returning.
Street call customer service failed to suspend billing.
Ms. Lin, a consumer in Shenzhen, Guangdong, told reporters: "On November 18, I rented a street electricity sharing power bank at the door of a restaurant in Nanshan District with WeChat scanning code, and returned it after nearly two hours, but after returning it, WeChat reminded me many times that I was renting, and the customer service said that the billing had been suspended and sent personnel to verify offline, and the processing time limit was 72 hours." The next day, Ms. Lin found that her order still showed that it was being rented, and she did not receive a positive reply after contacting customer service.
On November 22, Ms. Lin found that her WeChat account was automatically deducted 99 yuan by Street Electricity, so she contacted ** customer service again for feedback. The customer service said that after the suspension of billing time, the return point could not be found, so it was recommended to return to the cabinet to take pictures.
Ms. Lin told reporters that in desperation, she could only go to the return point to take pictures and send them to customer service, which did have a power bank, but the customer service said that there was no return information for many times, and the company lost a power bank, so it could not be refunded. Subsequently, Ms. Lin initiated multiple complaints, and finally the street electricity deducted the two-hour usage fee and refunded 91 yuan.
According to the official website of Jiedian, Jiedian was established in November 2015, and the company is Shenzhen Jiedian Technology***In April 2021, Jiedian and Sodian completed the merger, and the parent company of the two brands was named Shenzhen Zhumang Technology***On November 27, the reporter contacted **customer service through the Jiedian WeChat applet, and the customer service said that the shared charging treasure rented by Ms. Lin was not returned and has been refunded.
Legal Perspectives. The deposit has been returned but the deposit is still withheld, and the merchant is suspected of consumer fraud.
Lu Yun, a lawyer of the lawyer group of the China Consumers Association and director of the Consumer Rights and Interests Legal Professional Committee of the Beijing Lawyers Association, said in an interview with a reporter from China Consumer Daily that regardless of whether the consumer returns the shared charging treasure or whether it is successfully returned, the merchant should give consumers a reminder, and a certain time interval can be set after renting to remind the current status and billing of the charging treasure, and the consumer should also be informed of the seizure of the deposit in advance. If there is no prompt or notification, and the deposit is directly deducted after a few days, it is suspected of infringing on the consumer's right to know.
Consumers must first provide evidence to prove that the power bank has been returned, and the merchant must also come up with corresponding evidence to prove that the consumer has not returned it. If all the return situations are judged by the detection and identification of the system, then there are huge doubts about how the system identifies the return or non-return, and the merchant cannot unilaterally use this so-called system reason as the final judgment basis. Lu Yun told reporters that if the consumer has confirmed the return of the power bank and has actually returned it, but the system has not identified and detected it, or the identification has been detected, but the merchant still deducts the fee on the grounds that it has not been returned, then the merchant is involved in false information or misrepresentation, and is even suspected of constituting consumer fraud.
Lu Yun believes that if the merchant deliberately causes some system loopholes, or deliberately does not pay consumers on the grounds of system vulnerabilities, or even does not perform according to the agreement, then the merchant is responsible. She reminded that in the event of such a dispute, consumers can choose to settle or mediate with the operator, or complain to the relevant authorities, or resolve it through arbitration and litigation. The premise is that consumers must have a certain ability to provide evidence, and it is important to keep the corresponding evidence.
Duke) **China Consumer Daily.