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Core Viewpoint - The relationship between platforms like Xiaohongshu and users varies based on roles and scenarios, with the platform acting as a content reviewer rather than a judge in disputes [1][21]. Group 1: Consumer Complaints and Business Impact - A consumer named Liu Fei expressed dissatisfaction with a wedding photography service in Lijiang, leading to her posting negative reviews on Xiaohongshu, which she felt was necessary to share her experience [2][12]. - The Lijiang tourism and wedding photography industry has faced significant financial losses due to negative reviews, with reported direct losses exceeding 1 million yuan and indirect losses over 5 million yuan [3]. - Many businesses have struggled to successfully appeal against negative reviews on Xiaohongshu, with complaints often being dismissed due to insufficient evidence [3][14]. Group 2: Platform's Role and Response - Xiaohongshu has mechanisms for reporting and reviewing content, but businesses often find it challenging to have their complaints addressed effectively [4][20]. - The platform encourages genuine sharing of experiences but faces criticism for not adequately managing false or misleading content [4][20]. - The platform's review process involves both automated and manual checks, but businesses report that their evidence is frequently deemed insufficient for successful complaints [18][20]. Group 3: Industry Reactions and Adjustments - Many wedding photography businesses have shifted their approach to customer complaints, opting for refunds to avoid negative publicity [22]. - The Lijiang tourism association has initiated live broadcasts to address consumer complaints directly, resulting in a significant reduction in complaints over time [23]. - The industry is actively working to improve service quality and customer satisfaction to mitigate the impact of negative reviews [22][23].