事关你的外卖，“新国标”发布！

Core Viewpoint - The National Market Regulation Administration has implemented a recommended national standard for food delivery platforms to address issues such as "ghost deliveries," irrational competition, and insufficient protection of delivery personnel's rights. Merchant Management - To combat "ghost deliveries," merchants must provide a video with store location for verification, and platforms must conduct both initial and dynamic audits based on potential risks [3] - Platforms are encouraged to provide "order surge" warnings to merchants and inform consumers of busy statuses to promote rational ordering [4] Pricing Behavior - The standard outlines three types of fees: technology service fees, delivery service fees, and promotional service fees [5] - Platforms must disclose complete settlement details to merchants, including fee composition, rates, and actual amounts received [6] Competition Issues - Platforms must bear the costs of promotional activities and cannot impose unreasonable conditions on merchants for participation [7] - Merchants' promotional autonomy must be respected, preventing platforms from forcing or indirectly coercing merchants into selling below cost [7] Delivery Personnel Rights Protection - Platforms should limit delivery personnel's working hours and establish fatigue alerts and mandatory rest periods, prohibiting forced overtime through algorithms or incentives [9] - Delivery routing algorithms must consider various factors for efficient planning, with a maximum average speed of 15 km/h for electric bicycles [9] - Responsibilities for compliance, social security, and labor compensation must be clearly defined for both platforms and partner companies [9] Consumer Rights Protection - Platforms must establish a consumer rights protection system to ensure timely responses and safeguard consumers' rights to information, choice, and safety [10] - Price promotions must be applied equally to consumers under the same conditions, avoiding unreasonable differential treatment [10] - Automatic renewals or extensions must be clearly communicated to consumers in advance [10] Personal Information Protection - Platforms must collect consumer personal information reasonably and ensure informed consent, prohibiting unsolicited commercial communications without consent [11] Complaint and Appeal Processes - Platforms must clarify procedures for merchant violations, ensuring responses to merchant appeals within 3 hours and completion of reviews within 4 days [12] - Clear channels and simplified processes for delivery personnel appeals must be established [13] - A tiered response mechanism for consumer complaints should be implemented, with immediate human responses for serious issues [14]