Core Viewpoint - A recent incident involving a customer, Ms. Wu, highlights ongoing issues with Meituan's refund process, where a refund request from 2016 was only processed in 2025, raising concerns about the company's customer service and system reliability [1][4]. Group 1: Customer Experience - Ms. Wu discovered that a refund of 88 yuan from a 2016 order was never processed, despite the platform indicating it would be completed by May 30, 2019 [4]. - Many users have reported similar experiences on social media, with some claiming they have up to 80 pending refunds, indicating a widespread issue with Meituan's refund system [5]. Group 2: Company Response - In response to the growing concerns, Meituan issued a statement on August 24, 2023, acknowledging the refund issues and announcing the formation of a special customer service team to address user complaints [7]. - The company explained that the delays were due to system errors and that they have since optimized the information display for refunds, allowing users to track their refund status more effectively [9]. Group 3: Technical Issues - Meituan's statement categorized the refund issues, noting that some refunds were not processed due to outdated information display, while others were affected by problems with users' payment methods [9]. - The company clarified that refunds could be directed to users' Meituan balance if their original payment method was unavailable, and they would reach out to users with issues regarding their accounts [9].

Core Viewpoint - Meituan has addressed user concerns regarding refund issues, stating that it has resolved delays in refund information updates and established a dedicated customer service team to investigate and trace refund orders [1][5]. Group 1: Refund Issues - The main refund issues identified by Meituan include incomplete refund information, leading to uncertainty about whether the money has been refunded and where it has gone [2]. - Users have reported that refunds sometimes show as "failed" without clear reasons, and Meituan clarified that there is no practice of "not refunding without inquiry" or "deleting orders" [3]. Group 2: Reasons for Refund Failures - Meituan outlined three primary reasons for refunds showing as "failed" or not successfully processed: 1. Refunds may have been processed, but the order page does not automatically update to show "refund successful" due to delays in information display [4]. 2. Refunds may have been credited, but the displayed amount is "0" due to system errors, which users can verify through their original payment channels [4]. 3. Refunds may show as successful, but the original payment channel does not reflect this, often due to issues with the user's payment method, leading to funds being returned to the user's Meituan wallet instead [4]. Group 3: User Feedback and Company Response - Meituan acknowledged that a small number of orders may show "refund failed" due to issues with the original payment channels, and it has provided a fallback solution to refund amounts to users' wallet balances [5]. - Users have raised concerns about refunds not being received, particularly for historical orders from 2014 to 2016, despite Meituan's assertion that the issue stems from technical updates rather than actual refund failures [5].

Core Viewpoint - Meituan has addressed consumer concerns regarding delayed refunds, stating that the issues stem from incomplete information updates rather than actual refund failures [1][15]. Group 1: Refund Issues - Consumers reported difficulties in receiving refunds, with some claiming refunds from as far back as 2016 and 2018 had not been processed [1]. - The company identified two main categories of refund issues: incomplete information updates and refund failures due to payment channel problems [4][6]. Group 2: Company Response - Meituan's customer service team has been expanded to handle the increased volume of inquiries, and they have implemented a system to trace and clarify refund statuses for users [2][4]. - The company has optimized its information display system to allow users to check the status of refunds for orders placed after 2017, while older orders can be verified through customer service [6][8]. Group 3: Technical Updates - The delay in refund notifications was attributed to technical issues, which have now been resolved, allowing users to see updated refund statuses in real-time [8][10]. - Users were reassured that if they received a "refund successful" notification, the funds had indeed been returned to their accounts, despite potential display errors [7][11]. Group 4: User Experience - Meituan emphasized its commitment to user satisfaction and transparency, stating that every refund can be traced and users can verify the status of their funds [15]. - The company reiterated its long-standing refund policy, which has been a key factor in attracting users to its platform [15].