Jimu News Reporter Liu Dongli
Intern Xie Wanchen
When Ms. Chen, a citizen of Qinhuangdao, Hebei, was purchasing a concert ticket, she saw the words "Conditional Refund" prominently displayed on the page, so she thought she could get a refund. After being able to purchase tickets, I discovered that the details page of the link showed that the deadline for refunds had passed and the tickets could not be refunded.
This was unacceptable to Ms. Chen: "Since refunds are no longer possible, it should be directly marked that refunds are not supported. Why should we write 'conditional refund'?" She believed that the platform display was misleading and asked her to place an order. Therefore, Damai.com has an unshirkable responsibility.
Damai.com staff said that the platform has displayed restrictions on refunds on the page. As for the misleading caused to Ms. Chen, she will give feedback to the company.
Request for refund 4 minutes after payment was rejected
"After paying for the concert tickets, I immediately applied for a refund without issuing the tickets, but was rejected. Is this reasonable?" Recently, Ms. Chen from Hebei Province told Jimu News Journalists complained.
html On June 28, Ms. Chen, who lives in Qinhuangdao, Hebei Province, spent 2,280 yuan on Damai.com to purchase a concert ticket for the "Jacky Cheung 60+ Tour Concert Zhengzhou Station" on June 29. After the payment was successful, she found that the train tickets from Qinhuangdao to Zhengzhou that day had been sold out and she could not go. At this time, the Damai.com platform showed that the concert tickets had not yet been issued, so she immediately contacted Damai.com customer service to apply for a refund, but the reply she received was "the tickets cannot be refunded.""There are only a few minutes from the successful payment to the first application for refund, but the platform refuses to refund the ticket before the ticket is issued. This is so unreasonable." Ms. Chen showed the reporter of Jimu News a screenshot of her order and Customer service chat history. The order shows that the time for purchasing and paying for the ticket was 6:53 a.m. on June 28, and the first time he contacted customer service for a refund was at 6:57 that day, only 4 minutes apart. Ms. Chen said that she had contacted customer service to apply for a refund on the grounds that the ticket had not been issued, but the customer service said that the ticket could be issued as soon as possible, but the ticket could not be refunded. At 13:41 that day, the concert tickets purchased by Ms. Chen were issued normally.
Ms. Chen also recalled to the Jimu News reporter that when she placed the order, she saw the three words "conditional refund" on the page, so she thought it could be refunded. In addition, the concert tickets were difficult to obtain, so she did not have much money. Pay and place your order immediately if you want. But later I noticed that there was a note at the bottom of the product details page: There will no longer be unconditional refunds for this round of ticket sales, and the refund rules will continue to apply to the existing rules. The deadline for refunds for the shows on June 21, 22, and 23, 2024 will be after 15:18 on June 12; the deadline for refunds for the shows on June 28, 29, and 30, 2024 will be after 15:18 on June 15.
The ticket purchase link presented by Ms. Chen showed that the ticket could be "conditionally refunded"
In other words, when Ms. Chen purchased the ticket for the 29th concert on June 28, the deadline for refund had already passed. This made Ms. Chen unable to agree: "Since it has been made clear that refunds are not allowed, it should be directly marked with 'refund is not supported'. Why should it continue to display 'conditional refund'?" She believes that it is precisely because she saw the "conditional refund" The words made her mistakenly believe that she could return it, so she impulsively placed the order. Therefore, Damai.com has an unshirkable responsibility.
Damai.com: The refund window has expired
Ms. Chen showed the Jimu News reporter the text message reply sent to her by Damai.com: "The performance ticket is a valuable performance voucher, not an ordinary commodity. It carries cultural services and has Due to timeliness, scarcity and other characteristics, this order does not support refunds; it is recommended that you adjust the time for normal viewing. We apologize for the inconvenience and thank you for your understanding and support. "June 28th and 29th. Ms. Chen has applied for a refund many times through phone calls, online customer service, etc., and the responses she received each time were similar to the above.
Damai.com’s text message reply to Ms. Chen
According to the ticket purchase page of “Jacky Cheung 60+ Tour Concert Zhengzhou Station” presented by Ms. Chen, the price of the concert is 480 yuan to 2,280 yuan. Among them, in the "Service" column, "Conditional Refund" is eye-catchingly ranked first.
html On the afternoon of July 5, a reporter searched for "Jacky Cheung Concert" on Damai.com and found that the "Jacky Cheung 60+ Tour Concert Zhengzhou Station" concert tickets purchased by Ms. Chen could no longer be displayed, but the concert tickets in Hangzhou, Shenzhen, Xi'an and other places could no longer be displayed. can still be displayed. The reporter entered the Hangzhou Station ticket purchase page and saw that the page was similar to the Zhengzhou Station ticket purchase page provided by Ms. Chen, and was also marked with "Conditional Refund." After clicking the button on the right, a "Service Description" pops up on the page, showing: This project supports conditional refunds. If a refund handling fee is required, it will be charged based on the actual ticket price paid by the user. Since the refund policies provided by the project organizers are different, the specific circumstances under which users can apply for refunds are subject to the announcement on the project details page. The refund policy will be announced no later than the actual launch of sales.reporters found that in the past year, complaints about check refunds on Damai.com have been common. On the Black Cat complaint platform, there are more than 20,000 complaints involving "Damai.com", many of which are related to refunds.
Yang Yang, a lawyer at Hubei Weili Law Firm, said that according to the "Consumer Rights Protection Law of the People's Republic of China", operators who use standard clauses in business activities should draw consumers' attention to the quantity and quality of goods or services in a conspicuous manner. , price or fee, performance period and method, safety precautions and risk warnings, after-sales service, civil liability and other content that has a significant interest in consumers, and shall be explained in accordance with the requirements of consumers. In this case, although Damai.com has a statement on the product details page about "no unconditional refunds for this round of ticket sales," consumers need to swipe down the screen to see it. In contrast, the words "conditional withdrawal" are more prominent.
html At around 2 pm on July 5, a reporter from Jimu News called the customer service number of Damai.com. After indicating your identity and intention, the customer service said that a specialist will contact you. At about 8 o'clock that night, a woman who claimed to be a staff member of Damai.com contacted the reporter and said that according to the project rules announced by the organizer, the time for Ms. Chen to apply for a refund had already passed the refund window, and the refund could not be negotiated. "In response to the tickets and other relevant certificates provided by Ms. Chen, the platform responded and communicated as soon as possible." The woman said that Damai, as a ticket sales platform, has no decision-making power for refunds. In addition, whether a ticket is issued or not cannot be the basis for refund. As long as the customer successfully pays, the ticket will be issued.In response to Ms. Chen’s statement, she was misled by “conditional refund” and thought she could refund the ticket at that time. The staff member explained that there are relevant refund rules and tips on the announcement page and details page of the project. “Conditional refund” is for this purpose. Overall rules for the project. She will give feedback to the company as to whether the display method will be changed later, but the content presented on the final page will prevail.
(Picture provided by Ms. Chen)
(Source: Jimu News)
