2月3日上午，中央网信办在北京召开《生活服务类平台算法负面清单(试行)》推进部署会议。中央网信 办副主任、国家网信办副主任牛一兵出席会议并讲话。 智通财经APP获悉，2月3日上午，中央网信办在北京召开《生活服务类平台算法负面清单(试行)》推进 部署会议。会议强调，生活服务类平台通过为多方利益主体提供交易撮合、经营场所、信息交流，极大 地降低交易成本，满足民生需求，同时也创造了新的就业岗位。算法作为平台生态系统中利益分配调整 的主要载体和重要枢纽，在智能匹配供需、改善用户体验、提高运营效率等方面发挥了正向作用，但同 时也存在算法黑箱、算法歧视、算法合谋等问题，受到社会各界高度关注。制定实施《负面清单》，就 是为了精准有效解决这些问题，让算法更好服务于社会民生。 原文如下： 中央网信办召开《生活服务类平台算法负面清单(试行)》推进部署会议 会议要求，要坚持以人民为中心的发展理念，聚焦维护新就业群体和广大人民群众合法权益，尽快推动 《负面清单》落地见效。各生活服务类平台要成立由主要负责人牵头的专项工作组，抓紧制定工作方 案，形成具体可操作的时间表和路线图。对可以马上调整的简单问题，在制定工作方案的同时就要同步 优化 ...

Group 1 - In 2025, Shanghai Consumer Protection Committee handled a total of 321,142 consumer complaints, with a significant portion related to online shopping [2][3] - Product-related complaints accounted for 64.3% of total complaints, with clothing, home goods, and home appliances being the top three categories [2] - Service-related complaints made up 35.7% of total complaints, with internet services, transportation, and cultural entertainment being the most common issues [2] Group 2 - Online shopping complaints saw a year-on-year increase of 34.8%, totaling 172,221 complaints, primarily concerning clothing and home goods [3] - Complaints regarding communication and computer products increased significantly, with a 43.7% rise in communication product complaints and a 10% increase in computer-related complaints [4] - Complaints related to shared bicycles surged by 74.5%, highlighting issues such as inaccurate billing and vehicle malfunctions [5] Group 3 - The demand for beauty and skincare services is rising, with 3,626 complaints related to these services, indicating a need for improved service standards [5] - Complaints regarding blind boxes and card draws totaled 2,842, with consumers reporting product quality issues and concerns over after-sales responsibilities [6][7]

Core Insights - The Shanghai Consumer Protection Commission reported a total of 321,142 consumer complaints in 2025, with a significant increase in complaints related to online shopping, shared bicycles, beauty services, and blind boxes [1][11][15][19]. Group 1: Complaint Statistics - In 2025, 64.3% of complaints were related to goods, totaling 206,691 complaints, while 35.7% were service-related, amounting to 114,451 complaints [1]. - The top three categories for goods complaints were clothing and footwear (43,571), household goods (35,655), and home appliances (17,401) [3]. - For service complaints, the leading categories were internet services (19,125), transportation services (10,699), and cultural and entertainment services (8,669) [6]. Group 2: Online Shopping Complaints - Online shopping complaints accounted for 172,221, marking a 34.8% increase year-on-year, with clothing and footwear (38,566) and household goods (27,497) being the most complained about categories [8]. - Issues primarily revolved around product quality defects, late delivery, unclear promotional rules, and slow return/exchange processes [9]. Group 3: Shared Bicycle Complaints - Complaints related to shared bicycles surged by 74.5% to 7,197, becoming a major contributor to transportation-related complaints, which increased by 28.1% overall [11]. - Common issues included inaccurate billing, vehicle malfunctions, delayed customer service, and problems with the locking mechanism [12]. Group 4: Beauty Service Complaints - The beauty and skincare service sector received 3,626 complaints, with issues such as price transparency, unfulfilled promises, and adverse effects on consumers' skin being prevalent [15]. - Complaints on platforms like Black Cat exceeded 50,000, highlighting concerns over misleading advertising and product discrepancies [15]. Group 5: Blind Box and Card Complaints - Complaints regarding blind boxes and card sales surpassed 2,000, focusing on product quality and after-sales issues [18]. - Consumers expressed concerns over the authenticity of products and the fairness of lottery-like sales strategies, particularly in the context of rising market values [19][21].

Core Viewpoint - The online precious metals market is facing significant issues, including complaints about counterfeit products and delayed shipments, prompting the platform to initiate a comprehensive investigation into the involved merchants [1] Group 1: Consumer Complaints - Numerous consumers have reported issues such as counterfeit silver bars and delayed shipments, leading to financial losses [1] - A specific case involves a consumer in Tianjin who lost 30,000 yuan due to a delayed shipment of a 100,000 yuan silver order, while the merchant claimed that not shipping was more profitable [1] - Another consumer from Changchun reported that a 100-gram silver bar was actually a copper-zinc alloy, and the merchant subsequently disappeared [1] Group 2: Platform Response - The platform has acknowledged receiving multiple complaints and will conduct a thorough investigation of the involved merchants [1] - Merchants found to have violated regulations will face strict penalties, including the removal of non-compliant products, suspension of store accounts, and forfeiture of merchant deposits [1] - The platform will also report relevant leads to market regulatory authorities and cooperate with them in subsequent enforcement actions [1]

Core Viewpoint - The rapid development of the e-commerce industry has led to increased consumer risks, including false advertising, product quality issues, and difficulties with after-sales service and returns. Consumers are increasingly checking complaint platforms before making purchases to identify potential risks and make more informed decisions [1][2]. Group 1: Importance of Checking Complaint Information - Consumers often realize the need for rights protection only after encountering problems, which can be time-consuming and challenging. By focusing on merchants' complaint records during the decision-making phase, consumers can identify risky merchants and avoid disputes [2][8]. - Common consumer risks include discrepancies between products and descriptions, shipping and logistics issues, slow after-sales service, and unilateral changes in rules by merchants in prepaid card or membership scenarios [2][8]. Group 2: Official Complaint Platforms - The 12315 platform is a highly credible official complaint channel, covering a wide range of consumer disputes, including product quality and false advertising. It is managed by the State Administration for Market Regulation and allows consumers to file complaints through various means [3][9]. - Different industries have specific complaint channels, such as the Ministry of Industry and Information Technology for internet services and the Postal Industry Complaint Center for delivery issues, which are more efficient in handling industry-specific problems [3][9]. Group 3: Third-Party Complaint Platforms - Third-party complaint platforms, like the Black Cat Complaint platform, serve as important supplements for consumer rights protection. They offer easy operation and timely feedback, leveraging media and public opinion to resolve issues [4][10]. - The Black Cat platform allows users to submit complaints quickly, with a process that typically takes less than five minutes. It also provides real-time updates on complaint progress and maintains transparency by displaying complaint content after anonymization [4][11]. Group 4: Effective Use of Complaint Platforms - Consumers should develop the habit of checking complaint platforms before making purchases. This includes searching for the merchant's name to review recent complaint numbers, types, resolution rates, and response attitudes [5][12]. - Attention should be paid to recurring issues, such as "non-delivery" or "poor after-sales service," which may indicate systemic service shortcomings. Consumers can also refer to industry complaint reports or monthly rankings to avoid high-risk purchases [5][12].

Core Viewpoint - Consumers can effectively protect their rights through various complaint channels when facing issues with companies, ensuring timely responses and resolutions [1][15]. Group 1: Complaint Channels - **In-App Customer Service**: The fastest and most direct method for resolving issues within specific apps or platforms, such as e-commerce, food delivery, and travel services [3][4]. - **National 12315 Platform**: The most authoritative official complaint channel, suitable for serious issues like product quality problems and false advertising [5][6]. - **Industry Regulatory Hotlines**: Specialized hotlines for specific industries, providing higher efficiency in handling complaints related to telecommunications, transportation, and product quality [7][8]. Group 2: Alternative Complaint Platforms - **Black Cat Complaints**: A social platform that offers transparency and quick feedback, ideal for unresolved issues with companies [9][10]. - **Consumer Associations**: A more gentle mediation approach for disputes that can be resolved through communication, such as service attitude disagreements [12][13]. - **Legal Recourse**: The last resort for serious issues involving fraud or significant financial loss, allowing consumers to seek legal assistance [14]. Group 3: Summary of Complaint Process - The complaint process is straightforward, with a recommended order of channels to follow: In-App Customer Service → Platform After-Sales Intervention → Industry Hotline (if applicable) → 12315 → Black Cat Complaints → Consumer Association/Legal Action [15][16].

Group 1 - The core viewpoint of the articles highlights the various deceptive practices in online shopping platforms, including hidden fees and price manipulation, which undermine consumer trust and regulatory effectiveness [1][2][3] Group 2 - The first article discusses the issue of hidden fees in online ticket purchasing, where consumers often end up paying more than expected due to additional charges that are not clearly disclosed [1] - The second article addresses the unauthorized price adjustments made by platforms, which disrupt the pricing autonomy of merchants and negatively impact both merchants and consumers [2] - The third article focuses on the misuse of AI models in e-commerce, where businesses create misleading representations of products, leading to consumer dissatisfaction and potential legal repercussions [3]

Group 1 - The core viewpoint emphasizes the increasing complexity of consumer scenarios in online shopping, training, dining, and beauty services, alongside persistent issues such as difficult returns, merchant unavailability, and false advertising, leading to potential financial losses for consumers [1] Group 2 - Verification of merchant qualifications and transparency of information is crucial before making payments. Consumers should check for business licenses, actual operating addresses, and after-sales contact information. Relevant authorities like the State Administration for Market Regulation and the National Enterprise Credit Information Publicity System are recommended for verification [1] Group 3 - Consumer feedback serves as a valuable reference for assessing a company's service quality. However, due to the prevalence of fake reviews and rating manipulation, it is advisable to cross-reference multiple sources, including consumer complaint platforms like "Black Cat Complaints," to gauge the frequency of issues and the company's responsiveness [2] Group 4 - Attention to detail in contracts, terms, and refund policies is essential to avoid disputes. Many consumer conflicts arise from overlooked clauses in contracts, particularly in service industries. Consumers should carefully read terms related to validity, refund conditions, and after-sales support before signing [3] Group 5 - In case of disputes, the appropriate resolution method should be chosen based on the nature of the issue. For minor refunds or shipping problems, platforms can be used for complaints. For unresolved issues, third-party platforms like Black Cat Complaints can be utilized, while illegal activities should be reported to consumer rights platforms or local market regulation departments [4] Group 6 - Rational consumption is about making informed decisions rather than fostering suspicion. By verifying merchant information, understanding past complaints, and comprehending contract terms, consumers can significantly mitigate risks. Taking a few extra minutes to validate information can save not only money but also time and peace of mind [5]

Group 1: E-commerce Disputes - Online shopping has become a mainstream consumption method, leading to issues like delayed refunds and false advertising, which require efficient resolution channels [1] - For small disputes, third-party platforms are recommended for quick feedback and resolution [1] Group 2: Dining and Travel Issues - Problems in dining and travel, such as unsatisfactory hygiene or unexpected price increases, necessitate a dual approach of local mediation and platform pressure for timely resolution [2] Group 3: Financial and Investment Complaints - Financial consumer issues, including bank investments and insurance claims, often involve significant amounts and require intervention from specialized regulatory bodies to address professional barriers [4] Group 4: Telecommunications Complaints - Common issues in telecommunications, such as unexpected charges and service interruptions, are best addressed by directly contacting industry regulatory departments for efficient resolution [5] Group 5: Multi-Field and Cross-Scenario Issues - Some complaints span multiple sectors, such as property management disputes, which may require a comprehensive approach involving various departments [9] Group 6: Recommended Channels for Complaints - For e-commerce disputes, consumers should first utilize the platform's after-sales service, followed by filing complaints through Black Cat Complaints or the 12315 hotline for larger issues [6][3] - In dining and travel, local consumer associations and tourism departments should be contacted for mediation and resolution [7] - Financial complaints should be directed to the China Banking and Insurance Regulatory Commission via their hotline or online submission [8] - For telecommunications issues, consumers are advised to use the Ministry of Industry and Information Technology's complaint platform or hotline [11] Group 7: Key Considerations for Effective Complaints - Keeping evidence of transactions and communications is crucial for successful claims [10] - Precise articulation of complaints is necessary to avoid ambiguity [10] - Multiple channels can be used simultaneously for complaints, ensuring consistent information [10] - Consumers should be cautious of third-party services that charge fees for assistance, as legitimate channels do not require payment [10]