从投诉类型看，生活及社会服务、互联网服务、教育培训、文体娱乐和销售服务位列前五。啄木鸟消费 者投诉平台全年投诉数据与中消协趋势高度吻合。 啄木鸟【2025年度消费避坑图鉴】从宏观视角出发，聚焦售后服务、合同、质量等核心维权痛点，揭示 本平台年度九大消费投诉场景。后续将逐期深入汽车、保险、网购等领域，助您识破陷阱、有效维权。 央广网北京12月18日消息（记者白德彰）中消协第三季度投诉数据显示，全国消协受理消费投诉超53万 件，同比增长7.9%。其中，售后服务问题占比最高，达29.4%。虚假宣传、安全与合同类投诉比重也有 所上升。 ...

为了应对来自中国的海量包裹，欧盟正在出台新的规则，限制从欧盟以外地区进口廉价商品。这些计划的关键要素之一是：成立一个新的欧洲海关机构。 荷兰希望将这个预计将创造约250个就业岗位的新海关机构设在海牙，但来自其他国家的竞争异常激烈。还有八个候选国也在竞标争取该机构在该国落 地，分别是法国、西班牙、葡萄牙、克罗地亚、意大利、波兰、罗马尼亚和比利时。 - 文 中 推 广 - 欧洲海关当局正努力应对通过Temu、AliExpress和Shein等网站下单进入欧盟的大量包裹。据欧盟委员会统计，去年欧盟公民通过网购进口了近46亿件价格 低于150欧元的商品，是前一年的两倍。 这些商品中超过90%来自中国，其中许多商品不符合欧洲的安全和环保质量标准。荷兰监管机构已经警告说，对所有包裹进行彻底检查是不可能的。 其他欧盟国家也面临着同样的问题。 正因如此，欧盟正在出台新的规定，将取消价值低于150欧元的包裹进口关税豁免。此外，欧盟委员会计划对每件货物加收2欧元的行政费用，以弥补海关 官员处理大量包裹所增加的工作量。 欧盟希望这些关税措施能够鼓励网店一次性寄送包含多种同类产品的大包裹，而不是用装满各种小包裹的集装箱。这将大大简化 ...

Core Viewpoint - Consumers have multiple effective channels for complaint beyond the official 12315 hotline, which can enhance the success rate of consumer rights protection [12] Group 1: Official Complaint Channels - The National Financial Supervision Administration (12378 hotline) is a specialized complaint channel for banking services, credit card disputes, insurance claims, and financial products, known for its high efficiency and professionalism [2] - The State Post Bureau's complaint website and WeChat mini-program are effective for issues related to lost, damaged, or delayed deliveries, providing strong constraints on courier companies [3] - The Telecommunications User Complaint Handling Center (12300) is a key regulatory channel for telecom service issues, such as package disputes and signal problems [4] Group 2: Third-Party Social Platforms - Third-party complaint platforms like the Black Cat Complaint platform offer convenience and strong public opinion oversight, serving as important supplements to official channels [5] - The Black Cat Complaint platform features multiple access points, an intelligent processing system, a transparent supervision mechanism, and maintains a neutral stance as a public welfare platform [6] Group 3: Other Notable Complaint Channels - The China Consumers Association and local consumer associations are legally established organizations that protect consumer rights through complaint handling and consumer warnings [7] - E-commerce platforms have their own internal complaint mechanisms that respond quickly, especially when evidence is clear [9] - Quality supervision and inspection channels can be approached for product quality issues, particularly concerning safety standards and quality certification [10] Group 4: Choosing the Right Complaint Channel - Consumers should select complaint channels based on the industry, such as using 12378 for financial issues, the postal bureau for delivery problems, and 12300 for telecom issues [11] - The nature of the complaint should also guide the choice, with 12315 for illegal activities and third-party platforms for quick resolutions [11] - Using multiple channels simultaneously can enhance the effectiveness of complaints, such as combining 12315 with the Black Cat platform for a comprehensive approach [11]

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].

Core Viewpoint - Consumers often face challenges when needing to file complaints against companies, but there are multiple effective channels available for resolution [1] Group 1: Internal Customer Service - The first point of contact for most consumer disputes is the internal customer service of the company or platform, which is typically the most convenient and efficient way to address issues [2] - Many disputes can be resolved at this stage, especially simple issues like refunds, exchanges, or compensations, provided the company's attitude is positive [3] Group 2: Official Complaint Channels - When internal customer service fails to resolve the issue, official complaint platforms are the most formal and legally grounded options available [4] - The National 12315 platform is the most widely used consumer complaint system, addressing issues related to product quality, contract disputes, false advertising, inadequate service, and pricing problems [5] - For telecommunications issues, consumers can contact the 12300 platform, which is specifically tailored for complaints against service providers [6] - The 12328 platform is designated for transportation-related complaints, including issues with ride-hailing, taxis, and public transport [7] - Certain specialized issues require intervention from industry regulators, such as education-related complaints to the education bureau or financial disputes to the banking regulatory authority [8] Group 3: Third-Party Complaint Platforms - In addition to official systems, consumers can utilize social complaint platforms, with the most popular being the Black Cat Complaint platform, known for its simple process and transparency [9] - Consumers can initiate complaints by searching for the company name, selecting the issue type, and uploading evidence, with the status of the complaint visible to them [11] Group 4: Mediation and Legal Assistance - Consumer associations primarily serve as mediation bodies for disputes where both parties are willing to communicate but cannot reach an agreement [12] - In cases of fraud, malicious withdrawal, or deliberate harm to consumer rights, consumers can report to the police, while significant disputes may require legal action such as arbitration or court litigation [13] Group 5: Conclusion - The most important factor in filing a complaint is selecting the appropriate channel based on the specific issue at hand, with internal customer service being the most efficient, official platforms being the most authoritative, and third-party platforms offering transparency [16]

Core Viewpoint - The article emphasizes the importance of consumer rights protection during the shopping frenzy of the Double Eleven sales event, highlighting various channels for consumers to seek redress when facing issues with purchased products. Group 1: Consumer Rights Protection - Consumers are encouraged to first contact the customer service of the e-commerce platform to resolve issues with products that do not meet expectations or are not as described [1] - If initial communication fails, consumers can escalate their complaints to the 12315 complaint platform, which is a national authority for consumer rights protection, ensuring a formal and rigorous process for handling complaints [2] - The Black Cat Complaint platform is also recommended for quicker resolutions, leveraging public exposure to pressure merchants into addressing consumer issues [3] Group 2: Recommendations for Consumers - Consumers should provide detailed descriptions and evidence, such as chat records and product photos, when filing complaints to ensure effective processing [2] - The Black Cat Complaint platform features a red and black list system to publicly highlight merchants with poor customer service, allowing consumers to make informed choices before purchasing [3] - Maintaining a rational and vigilant approach during the shopping event is crucial, and consumers should actively protect their rights to enhance their shopping experience [3]

Core Viewpoint - The article discusses the common challenges consumers face when seeking resolution for issues related to purchases and emphasizes the importance of knowing the right channels for complaints to achieve effective solutions. Group 1: Internal Resolution - Consumers should first attempt to resolve issues internally by contacting the platform's customer service for problems like wrong deliveries or subscription cancellations, as this is often the most efficient method [4][5][6]. Group 2: Official Channels - For serious issues such as product quality concerns or fraud, official complaint platforms like the national 12315 hotline are recommended, although they may involve longer processing times [7][8]. Group 3: Public Exposure - Utilizing third-party complaint platforms like Black Cat Complaints can lead to quicker resolutions, as companies are motivated to respond to public complaints to maintain their reputation [9][10][12]. Group 4: Complaint Strategy - A practical three-pronged strategy is suggested for determining the appropriate complaint route: 1. For minor disputes, contact platform customer service 2. For serious or unresolved issues, use official channels 3. For poor customer service experiences, utilize public platforms [14]. Group 5: Effective Complaints - Successful complaints hinge on two key factors: having complete evidence (like order screenshots and communication records) and being clear about the desired outcome (such as refunds or apologies) [16][17]. Group 6: Consumer Rights Awareness - The article concludes by reinforcing that consumers have the right to voice their concerns and should not hesitate to take action when their rights are compromised [19][20].

Core Viewpoint - The rise of e-commerce and food delivery services has significantly impacted the physical retail sector, leading to challenges for brick-and-mortar stores amid changing consumer behaviors and economic conditions [1][3]. Group 1: Impact of E-commerce and Food Delivery - E-commerce sales in China reached 10.8 trillion yuan, accounting for 24.5% of total retail sales, with online shopping users numbering 842 million by the end of 2021 [1]. - The food delivery market is projected to approach 941.74 billion yuan in 2022, with online food delivery users reaching 544 million [1]. - The shift towards online shopping and food delivery is driven by modern urban lifestyles, particularly among younger generations who prefer convenience and competitive pricing [3]. Group 2: Challenges Faced by E-commerce and Food Delivery - Despite the growth, e-commerce faces criticism over product quality, with consumers reporting frequent issues such as poor durability and discrepancies between online images and actual products [5]. - The food delivery sector also grapples with concerns over food safety and quality, alongside the potential negative impact on social interactions and health due to over-reliance on delivery services [5]. Group 3: Strategies for Physical Retailers - Physical stores can expand their online sales channels and adopt an O2O (online-to-offline) model to capture market share from e-commerce [6]. - Differentiation is key for physical retailers, leveraging unique advantages such as in-person product experiences and superior after-sales service to attract customers [6].

Core Viewpoint - The article emphasizes the importance of effective consumer rights protection through proper channel selection, evidence preservation, and logical progression in various common dispute scenarios, enabling ordinary individuals to resolve issues efficiently. Group 1: Consumer Disputes - Consumer disputes are prevalent and include scenarios like online shopping, food delivery, and offline purchases, with a focus on quickly engaging merchants and utilizing official channels for resolution [2][3]. - For online shopping issues such as "goods not as described" or "false advertising," initiating a complaint through the Black Cat Complaint platform is recommended, with a high resolution rate for simple disputes [3]. - In offline shopping, retaining proof such as receipts and product labels is crucial, and consumers can directly contact the 12315 hotline for assistance [4]. Group 2: Education Disputes - Education-related disputes often involve issues like "prepaid fees and refunds" and "false advertising of course effectiveness," requiring evidence collection and regulatory checks [5]. - If an educational institution closes or refuses refunds, consumers should first document evidence through Black Cat Complaints and then contact the 12391 education supervision hotline for further action [6]. - For poor course quality, initial negotiation with the institution is advised, followed by a complaint if necessary, with evidence of discrepancies in course quality being critical [7]. Group 3: Key Questions in Rights Protection - Consumers should never agree to withdraw complaints in exchange for refunds, as this can lead to complications in the resolution process [8]. - For cross-regional disputes, it is essential to select the appropriate channels based on the merchant's location to ensure effective intervention [10]. - If a complaint has been pending for over ten days, consumers should check the status and follow up with relevant authorities to expedite the process [10]. Group 4: Evidence Preservation and Progress Tracking - Evidence should be categorized into three core types: proving relationships, proving issues, and proving communication, which aids in the complaint process [12][14]. - Consumers should actively track the progress of their complaints through various platforms, ensuring they are aware of the status and any necessary follow-ups [13][15]. Group 5: Common Pitfalls in Rights Protection - Consumers are encouraged to pursue even small claims, as this can lead to broader improvements in merchant practices and provide valuable experience for future disputes [16]. - Effective communication during disputes should focus on clear expression of facts, demands, and supporting evidence rather than emotional arguments [17]. - The essence of effective rights protection lies in rational and orderly approaches, utilizing the right channels, preserving evidence, and following a structured process [18].

Core Insights - The second "Double Products Online Shopping Festival" achieved a total sales volume of 182.5 billion RMB, representing an increase of over 137% compared to the first event [1] - The event involved 115 e-commerce companies, over 100,000 brands, and more than 1 million online stores [1] - The festival significantly boosted national online retail sales, exceeding 430 billion RMB, with a year-on-year growth of 20.8% [1] - The physical goods online retail sales surpassed 380 billion RMB, showing a year-on-year increase of 33.3% [1] - The participating products received a satisfaction rate of over 98%, effectively promoting consumption recovery and potential release [1]