Year 315: top ten pitfalls of network consumption announcement-315,315 party, CCTV 315-IT news
Today is "staged the international consumers ′ rights day", China′s e-commerce research center the largest third-party e-commerce protection platform-Chinese e-commerce complaints and safeguarding public service platform, organized by "staged a network consumer rights campaign is in full swing.
During this campaign, issued by 2015 China e-commerce user experience and complaints monitoring report (the full report download: http://www.100ec.CN/ZT/2016report/) show that last year China′s e-commerce complaints and safeguarding public service platform to a national network of consumer user number relates to a complaint, in 2014, 3.27%. Cross-border shopping, derivative, Internet financial became the new growth point of complaints.
Report through on Taobao/days cat, and Beijing East, and suning easy purchased, and Amazon China, and GOME online, and only products will, and dangdang, and 1th, shop, and poly beauty excellent products, and honey bud, hundreds of home mainstream electric business of annual monitoring displayed: after-sales service, and shipping slow, and network sale fake, and back replacement difficult, and refund difficult, and orders canceled, and network fraud, and false shipping, and price fraud, and goods not Board is 2015 network purchased user complaints up of ten problem expected.
In 2015, with the "Internet +" landing of the national strategy, and again broke out the network consumption growth. In the e-commerce Giants turnover record simultaneously, consumer experience has not increased significantly. Consumers to enjoy greater convenience, greater sense of science and technology at the same time, often by inadequate awareness, fall into the trap set by the outlaws and the business, consumer complaints in recent years, the emergence of new "disaster".
Related data
--The number of complaints: according to the China e-commerce complaints and safeguarding public service platform (www.100ec.CN/ZT/315/) monitoring data show that in 2015 by submitting online, by phone, mail, micro-credit, micro-blogging, and other channels, received a national network of consumer complaints against business in 2014, growth in the number of 3.27%.
--Field: according to public service platform for China′s e-commerce complaints and human rights figures, 2015-platform online shopping 43.74% all complaints received, O2O 24.05% life services, cross-border online shopping (Haitao), 7.53% Internet financial 5.76%,B2B online trade 2.63%, derivative 2.51%, mobile phone industry portal 1.85%, express 1.09% and other 10.84%.
--Complaint amount: according to the China e-commerce complaints and safeguard public services platform data shows that 2015 China e-commerce consumer complaints involved are: 100-500 37.57%, 17.49% less than 100 Yuan, 1000-5000 Yuan, 23.16%, 500-1000, 13.15% more than 5000 Yuan for 8.63%.
--Complaint area: according to the China e-commerce complaints and safeguard public services platform data shows that 2015 e-commerce in China complained to hot spots are: Guangdong 12.79%, Beijing 9.63%, Shanghai, 9.01% Zhejiang 8.87%, Jiangsu 7.11%, Shandong, 4.58%, Sichuan, 4.05%, Fujian 3.89%, Henan 3.88%, Anhui 2.69%.
--Complaints of sex: according to public service platform for China′s e-commerce complaints and human rights figures, 2015-53.38% per cent male users account for e-commerce complaints, percentage of women users of 46.62%
Online shopping warning
In this regard, China′s e-commerce research center Yao Jianfang, an analyst for network consumption of the Department of law and rights, and for consumers to check the following top ten common shopping pitfalls and remedies:
Gotcha 1: cheap traps
Solution: "the second half price", "special" words are the most common, before you shop to view your transaction history price; the seller′s credit is the basis of the transaction, the consumer prior to purchase, to look closely at the shopping site′s merchant and product ratings, browse information, after making reference to someone else′s real experience. See seller′s credit, first look at praise. Praise is not more is better. Then praise the content and the content of the replies received, where you can find the seller′s character. Need watch sellers interpretation of bad reviews.
Gotcha 2: propaganda trap
Solution: consumers try to choose a specialization, high degree of credibility, but delivery of Web shopping. These sites are usually true, business license registration information and site registration information, disputes can be traced back. On the same business platform, then to select higher quality business, try to choose a reputable brand and store shopping.
Gotcha 3: fishing trap
Solution: some consumers that online shopping will receive the merchant sends the refund, promotion, logistics, payment and bonus information, you can directly click on the Web sites to check out, there are "fishing". Do not trust online shopping "refund", don′t fall into the trap fishing. Some criminals to "refund" as bait, luring consumers into a phishing site fill in personal banking information. Once consumers fall for leaking information, bank cards may be fraudulent.
Gotcha 4: deposit traps
Solution: many businesses to pay a deposit can enjoy low prices to attract consumers, and indicate the deposit is not refundable. Make a deposit before you shop around, don′t impulse buy; transactions, carefully read the trading rules, pay attention to whether the contract terms of the King, such as "sold are not exchangeable", "businesses have the power of final interpretation" and other similar terms. In addition, because such electronic evidence has "modify" so encountered the transaction amount is larger, or more important products, save these credentials should be printed.
Gotcha 5: overseas purchasing pitfalls
Solution: overseas purchasing certain risks, consumers in addition to selecting more well-known third-party Internet trading platform and reliable payment transactions, require a purchase of shopping vouchers, cash register receipts, real contacts, and keep the mail document reference.
Trap 6: account information security trap
Solution: try not to use mobile phones to register for online account or free text messaging verification code to inform others. Encounter cannot succeed, you should contact the seller to find orders, don′t run unknown text message, or strange calls. Don′t disclose your personal and account information, and not to transfer to any foreign account.
Trap 7: price gouging
Solution: go to, whether offline, do not blindly trust. Consumers should give full consideration to their needs before shopping, don′t blindly buying promotional low price, determined to buy really cheap online, and the quality is excellent, and start again. Normal price is lower than the market price of commodities, it is prudent to purchase. Consumers and sellers before delivery time, freight payment, return procedures and other issues agreed to avoid future disputes. Consumers when receiving goods prior to receipt the situations encountered no inspection should be refused to sign; found when goods are damaged or orders do not meet, you can refuse to pay.
Trap 8: after sales commitment cannot be trusted
Solution: attention to the relevant documents. Business delivery, should pay attention to check goods is consistent with the ordered goods (especially food), there is no guarantee of quality, warranty certificate and copies of purchase invoices or receipts, so that in the event of discrepancy between purchases and advertising required returns.
Trap 9: unauthorized use of credit card
Solution: is better to use dedicated accounts, cards and preferably not too much cash. Manage their personal data, credit card numbers and personal identification numbers do not leak easily and don′t give others credit cards and ID cards. Reduce or eliminate use in Internet cafes and other public facilities to prevent disclosure of users ′ personal information.
Trap 10: sellers lost
Solution: professional sellers will often send buyer an email after the transaction, inform payment and asked the mailing address of the buyer. Buyers should pay attention, be sure to know: fixed telephone, the seller of the seller′s address. Adult sellers will tell you the remittance address, even if you choose bank transfer, also want to know the seller′s address. If the seller does not tell you of two important information, not payment. To enhance payment security awareness, should be delivered directly to support transactions involving large sums of money to the account of the seller, preferably by third party intermediary payment with credit.
Shopping to raise online safety awareness, not only to Polish eyes, but also to keep transaction records and evidence, including trade item number, product image, transaction time, Web pages, screenshots, and chat with the seller and related bills, once and business disputes, complaints can be initiated through the service platform rights, but also can complain to Commerce and industry, the consumers ′ Association.
Law interpretation
First, the online trading platform of the normative guidelines for interpretation of standard clauses of the contract:
For regulation the online shopping market on July 30, 2014, State administration for industry and Commerce introduced the Guide to online trading platform specification of standard clauses of the contract, China National Electronics Research Center researcher, Guangzhou Jinpeng Zhan Chaoxia law related articles related reading:
1, platform operators such as enshrined in the guidelines remind obligations amending the contract
Guidelines Nineth article detailed provides has network trading platform operators using contract format terms of premise conditions is take "significantly way" drew attention to the relative people note, guidelines on "significantly way" for has detailed provides, while provides "shall not to technology means on contract format terms set not convenient links or hidden format terms content, shall not only to tips further reading of way perform tips obligations". The guidelines further provide for "Internet trading platform operators to use the standard clauses of the contract, which belongs to the 26th article of the consumer protection act and the Supreme People′s Court on the application < People′s Republic of China contract law > problems of interpretation (b) article tenth of cases, its content is not valid."
Translation: this provision is based on the network environment and the phenomenon that is already established. Is not difficult to find many online trading disputes, operator network dominates the advantages in using technology to avoid reminding the obligation and escape from contract liability and other liability CAU, this provision of the guidelines through the loopholes, and consumers in a fair.
Bring consumer, should be in before the contract is signed or, and reminded of the content must be true, enough to attract the attention of most people. Similar practices already exist in foreign countries: according to the common law rules on standard terms, contract terms shall have a duty to remind each other of the provision, operators are unable to have the clause at the eye-catching place to prove that the other party is aware of the provisions.
2, increased the guidelines may not be mitigated or exempted from platform operators liability
As operator of the makers of standard clauses, shall, in its format to avoid its obligations under the terms of, or such provision shall be invalid because of the violation of the law.
Has given network trading platform operators not only provides information network platform service, also has specification platform within operators behavior of responsibility, while should both related information confidential obligations, so, guidelines tenth article subsection (three) paragraph provides, network trading platform operators shall not in contract format terms in the from or reduce himself of following responsibility: "on platform within operators provides commodity or service law should bear of joint responsibility", and "on collection of consumers personal information and operators commercial secret of information security responsibility", Focus on the protection of the user or other operators, information security, and avoid the platform operators and other related manufacturers or service providers buck-passing between mutually shirked their responsibilities.
Translation: protect consumer information security and personal privacy is the era of online shopping platform operators are required to assume liability, consumer protection provisions that expressly platform information security responsibilities, gives consumers some of the Gospel. However, leaked trading information, and sale consumers phone number, even a treasure will consumers of personal information in without authorized of situation Xia directly provides to a high hospital, all anecdote strange endlessly, thus, consumers of information security and guarantees and just a link a enterprise of thing, national and Government institutions should bottom established perfect protection system, and established effective of sanctions measures, or, are will is dead letter.
And the legal provisions of the protection of electronic commerce inventory
China′s e-Commerce Research Center special researcher, Shanghai Bai Liang law firm director Wang Bing for the e-commerce rights legal provisions related to the interpretation of the following:
1. terms: the 26th article of the Internet transaction management "responsibilities and obligations of the trading platform"
Comment: this provision increases the regulatory obligations of the trading platform to platform vendors, consumers in the case of disputes of fruitless consultations with the business, you can also seek assistance from the trading platform of safeguarding their own legitimate rights and interests.
2. the provisions: the provisions of article 44 of the law on consumer protection "trading platform" responsibility
Comment: this provision increases the regulatory obligations of the network platform, online shopping provides a more convenient way of protecting consumers.
3. terms: the 27th article of the Internet transaction management "platform established trading rules"
Comment: this provision should establish clear platform consumers are dispute settlement system of self-regulation and consumer rights ′, provides more ways for consumer rights.
4. the provisions: the provisions of article 25 of the law on consumer protection "no reason to return the system 7 days"
Comment: as when shopping online, consumers struggle to meet physical, it is difficult to determine the authenticity of the product, resulting in a large number of complaints. The articles for this issue to provide a suitable cooling period to a certain extent the balance between consumers and shops.
5. the provisions: the provisions of article 28 of the law on consumer protection "information disclosure"
Comment: this article emphasized the right of consumers in electronic commerce.
6. terms: the 37th article of the Internet transaction management "no network Navy"
Comment: this provision restricted to a certain extent the prevailing "brush praise" to protect e-commerce consumers ′.
又是一年315：网络消费十大陷阱公布 - 315,315晚会,央视315 - IT资讯
今天是"3·15国际消费者权益日"，中国电子商务研究中心下属国内最大第三方电商维权平台——中国电子商务投诉与维权公共服务平台，举办的"3·15网络消费维权专项行动正在如火如荼地进行中。
据本次专项行动期间发布的《2015年度中国电子商务用户体验与投诉监测报告》（报告全文下载：http://www.100ec.cn/zt/2016report/）显示，去年中国电子商务投诉与维权公共服务平台接到的全国网络消费用户涉及电商投诉数量，同比2014年增长3.27%。其中跨境网购、微商、互联网金融成为新的投诉增长点。
报告通过对淘宝/天猫、京东、苏宁易购、亚马逊中国、国美在线、唯品会、当当网、1号店、聚美优品、蜜芽等数百家主流电商的全年监测显示：售后服务、发货迟缓、网络售假、退换货难、退款难、订单取消、网络诈骗、虚假发货、价格欺诈、货不对板是2015年网购用户投诉最多的十大问题结症。
2015年以来，随着“互联网+”国家战略的落地推进，网络消费再度呈现爆发增长势头。在电商巨头们交易额屡创新高的同时，消费体验却没有随之大幅提升。消费者在享受更加便利、更具科技感的生活的同时，也往往会因防范意识不够，掉入不法分子与商家设下的陷阱之中，消费投诉在近年来出现了新“灾区”。
相关数据
——投诉数量：据中国电子商务投诉与维权公共服务平台(www.100ec.cn/zt/315/)监测数据显示，2015年通过在线递交、电话、邮件、微信、微博等多种投诉渠道，共接到的全国网络消费用户涉及电商投诉数量同比2014年增长3.27%。
——领域分布：据中国电子商务投诉与维权公共服务平台数据显示，2015年度平台收到的各类投诉中网络购物占43.74%，生活服务O2O占24.05%，跨境网购(海淘)占7.53%，互联网金融占5.76%，B2B网络贸易占2.63%，微商占2.51%，手机行业门户占1.85%，物流快递占1.09%，其他为10.84%。
——投诉金额：据中国电子商务投诉与维权公共服务平台数据显示，2015年度中国电子商务用户投诉涉及金额分别为：100-500元占37.57%，100元以下占17.49%，1000-5000元占23.16%，500-1000元占13.15%，5000元以上为8.63%。
——投诉地域：据中国电子商务投诉与维权公共服务平台数据显示，2015年度中国电子商务用户投诉热点地区分别为：广东占12.79%，北京占9.63%，上海占9.01%，浙江占8.87%，江苏占7.11%，山东占4.58%，四川占4.05%，福建占3.89%，河南占3.88%，安徽占2.69%。
——投诉性别：据中国电子商务投诉与维权公共服务平台数据显示，2015年度男性用户占电子商务投诉比例为53.38%，女性用户占比为46.62%
网购预警
对此，中国电子商务研究中心法律与权益部分析师姚建芳针对网络消费问题，为广大消费者盘点以下十大常见网购陷阱及应对方法：
陷阱1：低价陷阱
应对方法：“第二件半价”、“特价”等字眼是最常见的，购物前可查看该商品的历史交易价格；卖家的信用是整个交易的基础，消费者在购买之前，要仔细查看购物网站的商家和商品信誉评级，浏览评价信息，参考他人购买后的真实体验。看卖家的信用，首先要看好评。好评不是越多越好。其次好评的内容和回复好评的内容，从中可以发现卖家的性格。更需要留心卖家对差评的解释。
陷阱2：宣传陷阱
应对方法：消费者尽量选择专业性强、信誉度高、可货到付款的网站购物。这些网站通常信息真实，有营业执照登记注册信息和网站的备案信息，发生纠纷可追溯。在同一个电商平台上，则要选择更加优质的商家，尽量选择具有良好信誉的品牌和店铺购物。
陷阱3：钓鱼陷阱
应对方法：有些网购过的消费者会收到商家发送的退款、促销、物流、支付、红包等信息，不少可直接点击网址进入查阅，有“被钓鱼”的可能。勿轻信网购“退款”，莫落入钓鱼陷阱。有些不法分子以“退款”为诱饵，引诱消费者进入钓鱼网站填写相关个人银行信息。一旦消费者上当泄露信息，银行卡就很可能被盗刷。
陷阱4：定金陷阱
应对方法：不少商家会以交定金可享受低价的方式吸引消费者，并注明定金不退。交定金前要货比三家，别冲动消费；交易前，认真阅读交易规则，注意合同中是否有霸王条款，如“一经售出概不退换”、“商家拥有最终解释权”等条款。另外，由于此类电子证据具有“易修改性”，所以遇到交易金额比较大，或比较重要的商品时，应将这些凭证打印保存。
陷阱5：海外代购陷阱
应对方法：海外代购存在一定风险，消费者除选择知名度较高的第三方网络交易平台和可靠的支付方式进行交易外，还要求代购人提供购物凭证、收银单据、真实联系方式等，并保留邮寄凭证以备查询。
陷阱6：账户信息安全陷阱
应对方法：尽量不要用手机号注册网购账号，也不要随意将短信验证码告知他人。遇到支付不成功等情况，应先联系卖家查询订单情况，不要轻信不明短信提示或陌生来电。不要轻易透露自己的个人信息和账户信息，不向任何陌生账户转账汇款。
陷阱7：价格欺诈
应对方法：多逛，不管线上线下，不要盲从轻信。消费者网购前要充分考虑自己的需要，千万不要因为促销低价盲目购买，确定在网上买确实便宜，而且质量过硬，再下手。价格过分低于市场上正常价的商品，要谨慎购买。消费者购物前应与卖家就送货时间、运费支付、退换货手续等问题达成协议，避免日后发生纠纷。消费者在收货时应先验货再签收，遇到不让验货的情况应当拒绝签收；发现货物有损坏或货单不符合时，可以拒绝付款。
陷阱8：售后承诺不可信
应对方法：注意保存有关单据。商家送货时，应注意核对货品是否与所订购商品一致(特别是食品类)，有无质量保证书、保修凭证等，同时索取购物发票或收据，以便在遇到所购商品与广告宣传不一致时要求退货。
陷阱9：信用卡被盗用
应对方法：最好使用专用的一个账户，卡内不宜存放太多现金。管好自己的个人资料，信用卡号码和身份证号码不要轻易泄露，更不要轻易地把信用卡和身份证交给他人。同时减少或杜绝在网吧等公共设备上使用，以防用户个人信息泄露。
陷阱10：卖家失联
应对方法：专业的卖家在成交后大多会给买家发邮件，告知汇款方式，并询问买家的邮寄地址。买家要注意，一定要知道：卖家的固定电话、卖家的具体地址。成熟的卖家会告诉你它的汇款地址，即使你选择银行转账，也要知道卖家的地址。如果卖家不告诉你这两个重要信息，不要付款。要加强支付安全防范意识，进行大额交易时不应直接交付货款给卖方账户，最好经由有信用的第三方中介支付。
购物时要提高网购安全防范意识，不仅要擦亮双眼，而且要注意保留相关交易记录和证据，包括交易商品编号、商品图片、交易时间、网页截图，以及与卖家的聊天记录、有关票据等，一旦与商家产生纠纷，可以先通过客服平台发起维权投诉，同时也可以向工商、消协投诉。
律师解读
一、对《网络交易平台合同格式条款规范指引》进行解读：
为规范治理网购市场，2014年7月30日，国家工商总局出台了《网络交易平台合同格式条款规范指引》，中国电子研究中心特约研究员、广州金鹏律师事务所詹朝霞律师就其中相关条款作相关解读：
1、《指引》明文规定平台经营者如修改合同应承担的提醒义务
《指引》第九条详细规定了网络交易平台经营者使用合同格式条款的前提条件是采取“显著方式”提请相对人注意，《指引》对“显著方式”进行了详细规定，同时规定“不得以技术手段对合同格式条款设置不方便链接或者隐藏格式条款内容，不得仅以提示进一步阅读的方式履行提示义务”。《指引》进一步规定了“ 网络交易平台经营者使用的合同格式条款，属于《消费者权益保护法》第二十六条第二款和《最高人民法院关于适用<中华人民共和国合同法>若干问题的解释（二）》第十条规定情形的，其内容无效”。
解读：该规定是根据网络的特殊环境、针对已经存在的现象制定的。从诸多的网络交易纠纷中不难发现，经营者以网络掌控者的优势利用技术手段逃避提醒义务，进而逃避相关合同责任及其它法律责任的现象比比皆是，《指引》这一规定堵住了漏洞，还消费者以公道。
提起消费者注意，应该是在签订合同之前或之中，且提醒的内容必须是真实的，足以引起一般人的注意。其实类似的做法在国外早已存在：依据英美法对格式条款的规定，条款拟定方有义务提醒对方注意该项条款，经营者不能以已经将该条款置于醒目地方为由证明对方知晓该条款存在。
2、《指引》增加了不得减轻或免除平台经营者责任的情形
作为格式条款制订人的经营者，不得在其制订的格式条款中回避其应承担的义务，否则该条款将因违反法律规定而无效。
有鉴于网络交易平台经营者不仅提供信息网络平台服务，还负有规范平台内经营者行为的责任，同时应兼顾相关信息保密义务，因此，《指引》第十条第（三）款规定，网络交易平台经营者不得在合同格式条款中免除或者减轻自己的下列责任：“对平台内经营者提供商品或者服务依法应当承担的连带责任”、“对收集的消费者个人信息和经营者商业秘密的信息安全责任”，注重保护用户或其他经营者的信息安全，并避免了平台经营者与其它相关销售商或服务商之间互相扯皮互相推卸责任的局面。
解读：保护消费者信息安全及个人隐私是网购时代平台经营者必须承担的法律责任，该条款明确规定平台保护消费者信息安全的责任，给消费者带来了一定的福音。然而，泄露交易信息、买卖消费者电话号码，甚至某宝将消费者的个人信息在未经授权的情况下直接提供给某高院，种种奇闻怪事层出不穷，由此可见，消费者的信息安全和保障并不仅仅是某个环节某个企业的事，国家和政府机构应该自上而下建立完善保护体系，并设立行之有效的制裁措施，否则，都将是一纸空文。
二、对电子商务维权法律条款的盘点
中国电子商务研究中心特约研究员、上海市百良律师事务所主任王冰针对电子商务维权相关的法律条款进行了以下解读：
1.条款：《网络交易管理办法》第26条规定的“交易平台的责任与义务”
点评：此条款加重了交易平台对平台销售商的监管义务，消费者在出现纠纷与商家协商无果的情况下，也可以通过向交易平台寻求协助的方法维护自己的合法权益。
2.条款：《消费者保护法》44条规定的“交易平台责任”
点评：此条款加重了网络平台的监管义务，为网购的消费者提供了较为便捷的维权途径。
3.条款：《网络交易管理办法》第27条规定“建立平台交易规则”
点评：该条款明确了平台应建立消费者纠纷和解和消费者维权自律制度，为消费者维权提供更多的途径。
4.条款：《消费者保护法》25条规定的“7天无理由退货制度”
点评：由于消费者在网购时难以见到实物，很难辨别产品的真实性，由此产生了大量的投诉。该条款为这个问题提供了合适的冷静期，在一定程度上实现了消费者与店家之间的平衡。
5.条款：《消费者保护法》28条规定的“信息披露制度”
点评：本条款强调了电子商务中消费者的知情权。
6.条款：《网络交易管理办法》第37条规定“禁止网络水军”
点评：该条款一定程度上制约了目前普遍存在的“刷好评”的现象，保护电子商务消费者的知情款。