Cover News reporter Zhao Zixuan
htmlOn August 14, Ms. Rong (pseudonym) from Nanjing complained to Cover News, saying that when she purchased tickets for Zhuo Yuan’s Qingdao concert on NetEase Cloud, she grabbed the tickets too quickly and found out after paying Those are tickets for Lin’s Qingdao concert. "At that time, I immediately communicated about the refund, but the customer service said that the concert tickets were 'negotiable securities' and could not be refunded or exchanged. I thought it was an overbearing clause!"On the same day, the relevant person in charge of "Maoyan" responded to the reporter and would report it to the relevant departments. situation and get back to us. There was no reply until the time of publication.
Too anxious to grab tickets
Consumers bought the wrong concert tickets
Ms. Rong told reporters that on August 8, she snapped up tickets for Zhuo Yuan’s Qingdao concert on NetEase Cloud’s “Yuncun Tickets”. Because the ticket purchase process was very fast, When she jumped to the pending payment page, she found that the amount was not correct. "The ticket price for Zhuo Yuan's concert was more than 600 yuan, but the payment page was 1,570 yuan. At that time, I thought the price of the tickets had increased, or that I had bought two tickets. I thought I would refund it after paying."
After paying, Ms. Rong discovered that the tickets she bought were tickets for Lin Yujia’s Qingdao concert. "At that time, there were links to other concerts on the ticket grabbing page. I might have clicked on other links in a hurry, or the platform might have delayed my tickets," Ms. Rong said.
Ms. Li bought the wrong ticket
and found out something was wrong. Ms. Rong immediately contacted the ticketing company Maoyan to refund the ticket. The process took less than ten minutes, but she was still rejected.
Ms. Rong communicated with the Maoyan platform to refund the ticket
The platform refused to refund the ticket
Ms. Rong questioned the unreasonable settings of the ticket purchase platform NetEase Cloud and added other links to the ticket purchase page. After making the wrong purchase, she immediately requested a refund from Maoyan, which did not cause any loss to the platform. However, the "Maoyan" customer service told her that the concert tickets were securities, which were time-sensitive and scarce, and could not be returned or exchanged once sold.
Ms. Rong called the organizer of Youjia Lin’s concert and the relevant cultural and tourism departments, but did not receive a reply.
Consumers questioned the "no refund, no exchange" clause of the ticketing platform
Maoyan, Damai and other platforms have been complained many times because of this.
html On August 14, the reporter contacted Maoyan customer service, and the relevant staff registered the situation reported by the consumers, as well as the reporter's relevant message, indicating that it will respond. But as of press time, the reporter had not received any reply.In fact, Ms. Rong’s experience is not an isolated case. Consumers have many doubts about the ticket sales and refund rules unilaterally issued by the ticketing platform.
reporters learned that consumers often complain about "ticket bounces" on ticketing platforms. Previously, some consumers complained that they purchased tickets for JJ Lin's concert, but were "adjusted" by the system to Lin Zixiang's concert. They wanted to refund the tickets but were refused.
After Ms. Rong posted her refund experience, it aroused heated discussion.
At the same time, there is also the controversy caused by the extremely long "pre-sale period" of Jay Chou's concert. Some media reported that Jay Chou's 2024 Fuzhou concert will be pre-sold half a year in advance. 48 hours after the pre-sale starts, refunds will be charged a handling fee of 30% of the order price. After May 11, the platform will no longer accept any refund applications.
Lawyer:
The characteristics of concert tickets may cause their
to be classified as "not suitable for return" in judicial practice.
In this regard, Hu Yang, a lawyer at Sichuan Shenghao Law Firm, said that according to the "Consumer Rights Protection Law", the following products are not Applicable to 7-day no-reason returns: first, customized products; second, fresh and perishable products; third, audio-visual products, computer software and other digital products downloaded online or unpacked by consumers; fourth, newspapers and periodicals; fifth, other products based on Goods that are not suitable for return due to their nature and confirmed by the consumer at the time of purchase. Concert tickets usually have characteristics such as timeliness and price volatility, which may cause large price fluctuations in the short term. These characteristics may cause concert tickets to be classified as goods that are not suitable for return in judicial practice.
Hu Yang said that at the same time, how to determine "confirmed by the consumer at the time of purchase" in the "Consumer Rights Protection Law", it is generally believed that the seller (ticket sales platform) clearly states "7-day no-reason returns are not supported" If the consumer still purchases the product with words such as "once sold, no return or exchange", it is deemed that the consumer agrees.
The seven-day no-reason return system of the "Consumer Rights Protection Law" is to solve the problem that consumers' knowledge and judgment of goods are not restricted or restricted before they decide to purchase the goods. The tickets in this case are performance vouchers that record the name, time, location, etc. of the performance. Consumers can learn all the information recorded on the tickets through the online description, so there is no need for consumers to know and understand when placing orders. Judgment is constrained and there are issues that are inconsistent with experience or judgment after actually collecting the tickets. Accordingly, tickets are not “commodities” subject to seven-day no-questions-asked return under the Consumer Rights Protection Act, and the seven-day no-questions-asked return clause does not apply.
"Although concert tickets are now hard to come by, and you usually need to rely on luck and speed, it is definitely not based on impulse. When purchasing, you must also consume rationally, read the contract terms clearly, and keep your eyes open. If you make a mistake or regret it, Not only do you have to bear economic losses, but you also waste time and create a bad consumer experience," Hu Yang said.
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