成都互联网法庭发布网络消费治理白皮书

Core Viewpoint - The Chengdu Internet Court released a white paper on network consumption governance, analyzing the situation of online consumer disputes over the past four years and proposing governance solutions to protect consumer rights in the digital economy era [1] Dispute Situation: "Gray Industry Chain" Highlighted - From May 2021 to May 2025, the Chengdu Internet Court accepted 2,641 network consumption-related dispute cases, with 68.88% being network service contract disputes, 22.19% being information network sales contract disputes, and 8.03% being product liability disputes. The proportion of collective lawsuits by merchants due to punitive damages imposed by platforms has been increasing, with over 70% of cases in 2025 involving a single technology company as the defendant, indicating a "source opening store - live streaming sales - suing the platform" gray industry chain [2] Current Issues: Improper Fulfillment of Platform Responsibilities - The white paper identifies four major issues leading to high dispute rates: 1. Platform qualification reviews are superficial, allowing merchants with inconsistent business licenses to enter [3] 2. Hidden traps in standard clauses, where a technology company unilaterally changed concert dates and refused refunds, which was deemed invalid by the court [3] 3. Imbalanced penalties for merchants, with some platforms imposing excessive penalties and account bans [3] 4. Ambiguous disclosure of self-operated platform identities, causing consumer confusion regarding third-party merchants [3] Systematic Governance: Building a New Multi-Party Governance Framework - To address the identified issues, the white paper proposes systematic countermeasures: 1. Establishing a new ecosystem for healthy network consumption development, led by industry associations to set standards for new business models like live streaming sales, creating intelligent digital contracts, and establishing a dynamic credit rating system [4] 2. Strengthening platform responsibilities by encouraging platforms to improve self-governance rules and creating a three-tier dispute resolution funnel [4] 3. Enhancing standard leadership and improving the full-cycle governance mechanism, promoting market-driven "standards + certification" [4] 4. Perfecting a multi-faceted dispute resolution system by collaborating with regulatory bodies, e-commerce platforms, and consumer protection organizations to enhance service efficiency and severely punish online fraud and illegal activities [4] Typical Cases and Future Directions - The Chengdu Internet Court also released five typical cases related to network consumption governance, covering qualification reviews, standard clauses, and penalty adjustments, providing concrete references for industry governance. The court emphasizes a commitment to clarifying rules through individual case judgments, improving governance through rules, and enhancing development through governance effectiveness, aiming to build a multi-party governance framework that includes platform autonomy, industry self-discipline, administrative regulation, and judicial protection [5]