以平台自治提升售后纠纷处置效率

Core Viewpoint - The rise of platform economy has led to increased efficiency in resource allocation and consumption upgrades, but it has also resulted in frequent disputes, difficulties in rights protection, and delayed after-sales responses, necessitating platforms to enhance internal governance mechanisms through self-regulation [2][3][4]. Group 1: Platform Challenges - In 2024, the e-commerce return rate in China reached 35%, with certain women's clothing categories experiencing return rates as high as 80% [2]. - Traditional government regulation is insufficient to cover the complex and rapidly changing online transaction scenarios, highlighting the need for platforms to improve their internal governance [2][3]. - The "involution" competition in the food delivery sector has led to price pressures on products, resulting in decreased merchant profits and increased consumer dissatisfaction, prompting regulatory intervention [3][4]. Group 2: Regulatory Measures - The implementation of the Consumer Rights Protection Law in July 2024 specifically addresses issues related to automatic renewals, such as default selections and lack of reminders, which infringe on consumer rights [4][10]. - The government aims to clarify the boundaries of right and wrong, establish bottom lines, and promote a fair competitive market environment through legal frameworks [4][10]. Group 3: Importance of Platform Autonomy - Given the complexity and immediacy of disputes, government regulation lacks the capacity to intervene in every micro-transaction, necessitating a "white space" for platform innovation and self-regulation [5][6]. - Platforms have an inherent motivation to maintain their reputation and ecosystem, as a platform filled with fraud and disputes will ultimately lose user trust [5][6]. - Self-regulation can enhance governance efficiency, reduce costs, and alleviate regulatory pressure, supporting high-quality macroeconomic development [6]. Group 4: Innovations in Dispute Resolution - Traditional after-sales dispute resolution mechanisms are inadequate for the complexities introduced by new models like live-streaming and second-hand e-commerce [7][11]. - Platforms like Xianyu have introduced innovative mechanisms such as the "Xianyu Small Court," allowing users to participate in dispute resolution, thereby enhancing community engagement and trust in platform rules [11][12]. - The "Small Court" mechanism improves dispute resolution efficiency and addresses issues of user perception and trust, as peer reviewers can provide more relatable judgments than automated systems [12][13]. Group 5: Future Directions - The trend towards user participation and community governance in platform autonomy is expected to become a significant direction for platform governance [13][14]. - Platforms are transitioning from being mere arbiters to facilitators of community-driven governance, while government roles evolve from regulators to enablers [13][14]. - Establishing a collaborative governance community can enhance dispute resolution efficiency and foster a healthier online transaction ecosystem [14].