央广网北京10月26日消息（总台中国之声记者周益帆）据中央广播电视总台中国之声《新闻纵横》报道，购物出现纠纷，想要退货、换货、维权该怎么 办？相信不少消费者会脱口而出："按照七天无理由政策，直接在电商平台发起退换货功能"，或者再通过平台客服进行调解。 这是我们线上购物出现消费纠纷时的基本路径。如果是线下购物想要退款，除了自己前往商家所在地当场协商外，纠纷如何更便利地解决？近日，杭 州、厦门、南宁、太原、兰州、成都等地的市场监督管理部门在浙江省杭州市共同宣布，启动消费纠纷离店"一键和解"模式。 "一键和解"是通过数字化手段实现消费者与商家直接线上沟通，减少中间环节的同时，更降低了消费维权的成本。2023年，浙江省杭州市市场监督管理 局开启的这一探索，有效地打通了线下消费维权堵点。2025年，"一键和解"被写入五部门《优化消费环境三年行动方案》政策解读，并于日前开启跨域共 建。"一键和解"具体是如何实现的？跨域共建又能为线下消费增添多少动力？ 打开互联网支付平台，找到相应的订单，即可用"一键和解"发起投诉（图片来源：杭州市市场监督管理局公众号） 打开互联网支付平台，找到相应的订单，选择"对此订单有疑问"，再点击" ...

Core Viewpoint - The article highlights the challenges consumers face in offline shopping, particularly regarding product quality issues and the difficulties in obtaining refunds or exchanges from retailers. It emphasizes the effectiveness of the "Black Cat Complaints" platform as a convenient and efficient tool for consumer rights protection in such situations [1][8]. Group 1: Consumer Experience - A consumer named Ms. Wang faced issues with a refrigerator purchased for 8000 yuan, which failed to cool after just three days of use. The retailer refused to accept a return or exchange, citing the inability to prove a quality issue [1]. - This scenario reflects a common problem where consumers experience a lack of support from retailers after a purchase, leading to frustration and dissatisfaction [1]. Group 2: Black Cat Complaints Platform - The Black Cat Complaints platform offers multiple entry points for consumers to file complaints, allowing for easy access via mobile and computer devices, thus facilitating a hassle-free complaint process [2]. - The platform ensures a quick response time, with over 90% of complaints being reviewed and processed on the same day they are submitted, providing consumers with timely feedback and reassurance [3]. - It features a transparent process where consumers receive notifications at every stage of their complaint, allowing them to track the progress and responses from the retailer [4]. Group 3: Additional Consumer Protection Channels - If retailers remain uncooperative, consumers can escalate their complaints to the national 12315 platform, which serves as an authoritative resource for addressing violations such as selling counterfeit goods or refusing to honor warranty obligations [5]. - The People's Daily "Leadership Message Board" can be utilized to report widespread issues in specific areas, prompting regulatory bodies to take action against systemic problems in the retail sector [6]. - For consumers using installment payment methods, the 12378 hotline provides specialized support for issues related to financial institutions, ensuring that consumers are protected from unfair practices [7]. Group 4: Conclusion - The article concludes that consumers should not hesitate to assert their rights when facing unfair treatment in offline purchases. Utilizing the Black Cat Complaints platform for quick resolutions, followed by the 12315 platform for more serious violations, can significantly enhance consumer protection [8].