85%和解率！消费纠纷“一键和解”如何重塑线下信任？

Core Viewpoint - The article discusses the launch of a "one-click resolution" model in several cities in China, aimed at simplifying the process for consumers to resolve disputes related to offline shopping through digital means, thereby enhancing consumer rights protection and promoting confidence in consumption [1][10]. Group 1: Implementation of "One-Click Resolution" - The "one-click resolution" model allows consumers to communicate directly with merchants online, reducing intermediaries and lowering the cost of consumer rights protection [1][4]. - This initiative began in Hangzhou in 2023 and has been included in a three-year action plan by five departments to optimize the consumer environment by 2025 [1][10]. - As of now, over 50,000 stores in Hangzhou have adopted this feature, facilitating more than 7,000 self-resolved disputes with an 85% success rate [10]. Group 2: Consumer Experience and Feedback - Consumers can initiate a complaint by selecting the relevant order on their payment platform and clicking the "initiate 12315 resolution" button, making the process more convenient [3][7]. - The system automatically populates order details, allowing for efficient communication between consumers and merchants [7][8]. - Feedback from consumers indicates that this model significantly eases the process of resolving disputes, especially when shopping in unfamiliar locations [3][4]. Group 3: Broader Implications and Future Plans - The model is seen as a platform that connects the government, merchants, and consumers, promoting a collaborative approach to problem-solving [10][11]. - Following successful implementation in Hangzhou, partnerships have been established with other cities like Xiamen, Nanning, Taiyuan, and Lanzhou to share experiences and support local adaptation [10][11]. - Future efforts will focus on creating standardized return and exchange policies to facilitate nationwide implementation of the "one-click resolution" model [11].