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维护口碑重在信守承诺
Jing Ji Ri Bao· 2025-08-26 21:40
但回看整个热搜,真正让事件升温的也是美团客服此前的回应。据报道,当时客服的说法是:"如果是 我们的问题,我们会帮用户处理;如果不是我们的问题,我们建议用户去联系微信或者是银行那边。" 这个解决方案被认为是甩锅给"第三方支付渠道",导致用户恐慌性查询过往订单,并形成社交媒体传 播。这提示平台,客服团队是消费者与平台沟通的第一道窗口,应当纳入系统性处理流程。 这两天,大量网友反映自己在美团平台囤的团购券没有按约定自动退款。消息迅速登上热搜,把消费者 吓得够呛。 囤团购券是一些年轻人心目中排名第二的省钱大法,仅次于买黄金,主打一个"花了钱等于没花":如果 实际使用,就省了钱;如果没用,到期自动退款或者申请退款,感觉又发了一笔小财。 这个消费习惯成立的核心,就在于消费者相信团购券能"随时退、过期退、自动退"。有人这些年囤了成 千上万张团购券,多得连自己也数不清。现在,你告诉他,这些券可能没有自动退款,那不是"摸老虎 屁股"吗? 团购是美团的核心业务之一,支付信任又是消费环节中最关键的一环。所以,美团连夜出了公告,解释 出现此类情况的原因。有些是早期退款进程的相关信息展示更新不及时或更新错误,导致用户误解;少 部分是用 ...
美团回应退款未到账质疑称已修复信息滞后问题
3 6 Ke· 2025-08-26 10:41
第二:退款信息显示"失败",不知道原因是什么,后续如何退回。 美团表示,退款信息更新不及时不完整,并不存在"不查询就不退款""删除订单"等现象。 对于目前大家广泛议论的退款显示"失败"或未成功退款的现象,美团表示有三类原因: 第一种:退款到账后,订单页面未自动显示"退款成功"的提醒,这是因为平台退款进程的相关信息展示 更新不及时,导致用户误解。目前产品技术团队已经优化了信息展示,2017年之后的订单退款用户可自 主查询到账去向,用户刷新后即可显示退款结果。这并非社交媒体吐槽的"一查询就退款",而是产品修 复后,为用户更新显示正常的退款结果。 第二种:退款已到账,但退款金额显示是"0"。该问题也是因系统信息更新错误导致,用户可以通过原 支付渠道查询相关账单记录。 【#美团回应退款未到账质疑#:已修复退款信息滞后问题】#美团退款自查攻略# 据南方日报消息,近日有网友在社交平台发帖称,美团退款进度里如果显示"已被成功受理""退款已完 成"有可能金额没退,要显示已退回到xx账户才行。网友自查发现多笔美团订单存在该现象,涉及多个 支付渠道,用户联系客服后重新提交退款则显示"退款完成"。 24日晚间,对于网友质疑的"退款 ...
美团-W(03690)下跌2.07%,报118.3元/股
Jin Rong Jie· 2025-08-21 05:21
Group 1 - The core viewpoint of the article highlights Meituan's focus on technology innovation to enhance consumer quality of life services and drive digital transformation in the service industry [1] - As of the first quarter of 2025, Meituan reported total revenue of 86.557 billion yuan and a net profit of 10.057 billion yuan [2] - Meituan is scheduled to disclose its mid-year report for the fiscal year 2025 on August 27 [3]
外卖之后 京东杀入酒旅OTA市场
Zhong Guo Jing Ying Bao· 2025-06-19 08:51
Core Viewpoint - JD.com has officially entered the hotel and travel market, announcing a "three-year zero commission" policy to attract hotel merchants and reshape the OTA industry landscape [2][3]. Group 1: Business Strategy - JD.com aims to leverage its supply chain capabilities by establishing a new channel division for hotels and restaurants, with the zero commission policy serving as a key strategy to penetrate the market [3][5]. - The company has been actively recruiting talent for its travel business since March 2025, indicating a strategic focus on building expertise in this area [4][6]. - The zero commission policy is reminiscent of JD.com's approach when entering the food delivery market, where it also offered a zero commission for the first year to gain market share [3][5]. Group 2: Market Positioning - JD.com's entry into the hotel and travel sector mirrors Meituan's earlier expansion strategy from food delivery to in-store services and then to travel [5]. - The company has over 1.5 million convenience stores nationwide and has achieved over 25 million daily orders in its food delivery business, showcasing its operational scale [5][6]. - The OTA market in China is currently dominated by Ctrip, Meituan, and Tongcheng, each with distinct market positioning and target demographics [6][7]. Group 3: Competitive Landscape - The competition in the OTA industry is characterized by established players with strong market positions, making it challenging for new entrants like JD.com to gain traction [7]. - Analysts suggest that JD.com may face significant difficulties in disrupting the existing market dynamics, as the OTA sector has deep competitive moats [7]. - The potential for JD.com to become a "differentiated variable" in the OTA industry is seen as a more realistic path than simply competing on price through subsidies [7].
美团-W(03690.HK):外卖坚决应战 短期业绩下调 长期有信心
Ge Long Hui· 2025-05-28 18:34
Core Insights - The company reported 1Q25 revenue of 86.6 billion yuan, an 18% year-on-year increase, exceeding expectations by 1.4% [1] - Adjusted net profit for 1Q25 was 10.95 billion yuan, surpassing expectations by 21%, driven by better-than-expected core local business operating profit and lower-than-expected losses from undistributed projects [1] - The adjusted net profit margin stood at 12.6% [1] Revenue Growth Trends - In 1Q25, core local business revenue grew 18% to 64.3 billion yuan, with takeaway orders expected to maintain a growth rate of nearly 10% and revenue increasing by 14% [1] - For 2Q25, takeaway order volume is projected to continue the same year-on-year growth rate, but revenue is expected to increase by only 5% due to subsidy impacts [1] - Instant retail segment saw a 32% growth in order volume in 1Q25, with expectations of maintaining this growth rate in 2Q25 following the launch of the "Meituan Flash Purchase" brand [1] - The in-store hotel and travel segment's gross transaction value (GTV) grew 30% in 1Q25, with a forecasted 28% growth in 2Q25 [1] Operating Profit Margin (OPM) Insights - Core local business operating profit increased by 39% to 13.49 billion yuan in 1Q25, exceeding expectations by 10%, with OPM rising from 17.8% to 21% [2] - However, 2Q25 operating profit margin for takeaway is expected to decline due to intensified industry competition and increased subsidy investments [2] - The in-store hotel and travel business's OPM is anticipated to slightly decrease in 2Q25 due to factors such as expansion into lower-tier cities and seasonal variations [2] New Business Developments - New business revenue grew 19% to 22.2 billion yuan in 1Q25, with operating losses narrowing to 2.27 billion yuan, better than expectations [3] - For 2Q25, new business revenue is projected to increase by 21% to 26.1 billion yuan, with expected operating losses rising to 2.6 billion yuan due to overseas investment [3] - The company plans to expand into more cities in Saudi Arabia and potentially enter the Brazilian market later in the year [3] Profit Forecast and Valuation - The company has lowered its adjusted net profit forecasts for 2025 and 2026 by 13% and 5% to 40.9 billion yuan and 54.1 billion yuan, respectively, due to increased subsidy pressures and overseas investments [3] - Despite these adjustments, the company maintains an outperform rating and a target price of 177 HKD, corresponding to 25/26 adjusted P/E ratios of 25/18 times [3] - Current stock price trades at 25/26 adjusted P/E ratios of 18/14 times [3]
美团一季报超市场预期 核心本地商业经营利润率达21%
Zhong Guo Xin Wen Wang· 2025-05-27 15:21
Core Insights - Meituan's Q1 financial results exceeded market expectations, with revenue of 865.57 billion RMB, a year-on-year increase of 18.1%, and adjusted net profit of 109.5 billion RMB, up 46.2% [1] - The core local business operating profit margin rose to 21%, despite CEO Wang Xing's warning of a significant year-on-year decline in Q2 core local business profits [1][2] - The competitive landscape in China's food delivery market has intensified, with rivals like JD and Ele.me implementing aggressive promotional policies [1][2] Financial Performance - The core local business generated revenue of 643.25 billion RMB, a 17.8% increase, contributing 74.3% of total revenue, with operating profit reaching 135 billion RMB, up 39.1% [2] - Revenue from delivery, commission, and advertising within the core local business was 257.2 billion RMB, 240.5 billion RMB, and 118.62 billion RMB, reflecting growth rates of 22.1%, 20.1%, and 15.1% respectively [2] - Meituan plans to pay social insurance for full-time and stable part-time delivery riders, with an expected average of 3.36 million riders nationwide by 2024 [2] New Business Growth - New business revenue grew by 19.2% to 222 billion RMB, with operating losses narrowing by 17.5% to 23 billion RMB, improving the operating loss margin by 4.6 percentage points to 10.2% [3] - The improvement in new business performance is attributed to growth in grocery retail and progress in overseas operations [3] International Expansion - Meituan announced a $1 billion investment in Brazil over the next five years, marking its entry into the South American market [4] - CEO Wang Xing expressed confidence in becoming a leading player in overseas markets [4]