Core Viewpoint - Meituan is facing user complaints regarding delayed refunds for group purchase vouchers, leading to accusations of "false refunds" and prompting the company to take action to trace each order [1][2]. Group 1: Refund Issues - A significant number of users reported that their group purchase vouchers did not automatically refund as promised, with some orders showing "refund successful" or "under review" status while the funds did not reach their accounts [1]. - Meituan's customer service announced the establishment of a special team to address refund issues and has optimized the information display for refund processes, allowing users to check the status of refunds for orders placed after 2017 [2]. Group 2: Types of Refund Problems - The refund issues are categorized into two main types: 1. Delayed updates on the refund process information, causing user misunderstandings. The technical team has improved the display of refund information for orders after 2017, while users can inquire about historical orders before 2017 through customer service [2]. 2. A smaller number of cases where users' bank accounts or third-party payment tools encountered issues, preventing refunds from being processed back to the original payment method. In such cases, refunds will be credited to the user's Meituan balance, and the company will reach out to users with canceled or abnormal accounts to facilitate refunds [2].

Group 1 - The core issue revolves around consumer concerns regarding the automatic refund of group purchase vouchers on the Meituan platform, which has led to widespread panic among users [1][2] - Group purchase vouchers are viewed as a significant cost-saving method by consumers, who expect them to be refundable automatically if not used, creating a trust issue when this expectation is not met [1] - Meituan's response included an explanation for the refund issues, attributing them to either outdated information or problems with users' original payment channels, and the establishment of a dedicated customer service team to address these concerns [1] Group 2 - The initial response from Meituan's customer service was criticized for shifting responsibility to third-party payment channels, which exacerbated consumer anxiety and led to increased inquiries on social media [2] - Other platforms also face similar issues with automatic refunds, indicating a broader problem in the industry where platforms fail to provide adequate mechanisms for refunds and consumer support [2] - There is a need for platforms to ensure transparency and reliability in their financial processes, as well as to proactively communicate with consumers when issues arise [2] Group 3 - Regulatory improvements are necessary, as current rules do not adequately address automatic refunds, highlighting a gap in consumer protection [3] - The incident should serve as a catalyst for platforms to enhance their refund processes and customer service, demonstrating accountability and commitment to consumer satisfaction [3] - Companies must integrate consumer feedback into their operational processes to maintain a positive reputation in a competitive market [3]

Core Insights - A significant number of users on the Meituan platform have reported issues with automatic refunds for group purchase vouchers, indicating a systemic problem in the service mechanisms of platform companies [2] Group 1: Service Mechanisms - The issue of "automatic refunds not being automatic" is not an isolated case, as some platforms require users to manually apply for refunds despite promises of "expired refunds" [2] - Platforms that insist on "refunds to the original payment method" face challenges when users change their payment accounts, lacking a backup mechanism [2] Group 2: Responsibilities of Platforms - The situation highlights a common vulnerability in service mechanisms among platform companies, which have not established adequate financial safeguards and proactive error correction mechanisms to match their transaction frameworks [2] - As participants in transactions, rule makers, and fund collectors, platforms have a responsibility to ensure the integrity and transparency of financial transactions, and they should promptly inform consumers or seek their opinions when issues arise [2]

Core Viewpoint - The incident highlights the importance of transparency and responsibility in consumer transactions, particularly regarding refund processes on platforms like Meituan [2][5]. Group 1: Consumer Trust and Refund Mechanism - Many consumers rely on the belief that group purchase vouchers can be automatically refunded, which is a key aspect of their purchasing behavior [2]. - Meituan's core business relies heavily on consumer trust in payment processes, making the recent refund issues particularly concerning [2][3]. - The company issued a statement explaining the refund delays, attributing them to outdated information and some issues with users' payment channels, while also establishing a dedicated customer service team to assist affected users [2][3]. Group 2: Customer Service and Communication - The initial response from Meituan's customer service was criticized for shifting responsibility to third-party payment channels, which exacerbated consumer anxiety and led to widespread inquiries [3]. - This incident underscores the need for platforms to integrate customer service into their operational processes, as they serve as the first point of contact for consumers [3][4]. Group 3: Industry-Wide Issues - The problems experienced by Meituan are not isolated; other platforms also face similar challenges with refund processes, indicating a broader issue within the industry [3]. - Many platforms promise automatic refunds but require manual intervention from users, revealing a gap in service mechanisms [3][4]. Group 4: Regulatory and Self-Regulatory Measures - There is a pressing need for regulatory improvements, particularly regarding automatic refund policies, as current guidelines lack clarity on this issue [5]. - The incident should serve as a catalyst for platforms to enhance their refund processes and customer service, rather than waiting for external pressures from media or regulators [5].

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 - Recent user complaints regarding Meituan's failure to automatically refund group purchase vouchers have raised suspicions of "false refunds" on the platform, leading to widespread user inquiries about their orders [1]. Group 1 - The topic "RefundCheck" topped Weibo's trending list on August 26 [2]. - Users reported delays in refunds, with some applications dating back to May 6, 2019, only being processed successfully on August 25, 2025, indicating prolonged processing times [3]. - Some users have not received refunds at all, highlighting ongoing issues with the refund process [5]. Group 2 - In response to the refund concerns, Meituan's customer service announced the establishment of a special team to address user feedback and track orders [8]. - Meituan identified two main issues regarding the "user refund not received" problem: one related to delays in displaying refund progress information, and the other concerning payment channel anomalies for a small number of users [8]. - The company has optimized information display for orders after 2017, allowing users to check the status of their refunds, while older orders require customer service inquiries [8].

Core Viewpoint - The recent controversy surrounding Meituan's refund process has led to widespread consumer dissatisfaction, with many users reporting issues of refunds not being credited to their accounts, sparking a "self-checking" movement among consumers [3][4][40]. Group 1: Consumer Reactions - Many consumers initially dismissed the refund issues but later discovered discrepancies in their accounts, leading to a significant number of users checking their past orders for missing refunds [2][7][8]. - The situation escalated into a "nationwide checking action," with users meticulously tracing back their orders and refund statuses, often uncovering multiple unresolved transactions [6][40]. - Reports indicate that some users have experienced refunds that were marked as "failed" or "in process" for extended periods, with one case taking as long as eight months to resolve [10][11][15]. Group 2: Meituan's Response - Meituan attributed the refund issues to system delays and payment channel anomalies, promising to optimize the refund process [3][25]. - The company acknowledged that some refunds were not processed due to users having deactivated their payment accounts, leading to confusion and frustration among consumers [11][25]. - Meituan's customer service has faced criticism for requiring users to provide extensive documentation to verify their claims, which many users found unreasonable [27][61]. Group 3: Broader Implications - The refund issues with Meituan have prompted consumers to scrutinize refund processes across various platforms, including Taobao and JD.com, indicating a broader concern about refund reliability in the e-commerce sector [40][41]. - The complexity of refund processes, involving multiple parties such as merchants, platforms, and banks, has been highlighted as a significant factor contributing to delays and confusion [58][59]. - The controversy has raised questions about consumer trust in large platforms, as many users initially believed that such companies would not overlook small amounts of money [62][63].

Core Viewpoint - The recent issue regarding unrefunded group purchase vouchers on Meituan's platform has raised significant consumer concerns, highlighting the importance of trust in payment processes and the need for effective customer service responses [1][3]. Group 1: Consumer Concerns - Many consumers reported that their food group purchase vouchers on Meituan did not automatically refund as promised, leading to widespread panic and confusion [1]. - The core belief of consumers in the automatic refund process is crucial for the success of group purchases, as it assures them of their financial safety [1]. Group 2: Company Response - Meituan issued a statement clarifying that the issues stemmed from either outdated information on refund processes or problems with users' original payment channels, and they have implemented a dedicated customer service team to address these concerns [1][3]. - The initial response from customer service, which suggested users contact third-party payment channels for issues not caused by Meituan, was criticized for potentially shifting blame and exacerbating consumer anxiety [4]. Group 3: Industry Implications - The incident reveals a common vulnerability in service mechanisms across platforms, where the promise of automatic refunds is not consistently upheld, leading to consumer distrust [4][6]. - There is a pressing need for regulatory improvements to ensure consumer rights are protected, particularly regarding automatic refund processes, as current regulations lack clarity in this area [6][8]. - This situation presents an opportunity for platforms to enhance their refund mechanisms and take proactive measures to address consumer concerns, which is essential for maintaining a positive reputation in a competitive market [8].

Core Viewpoint - Recent concerns have emerged regarding refund issues on Meituan, with users reporting that refunds for historical orders have not been credited back to their accounts. The company has responded by establishing a dedicated customer service team to address these issues and has made updates to improve the refund process [1][2]. Group 1: Refund Issues - The refund issues reported by users can be categorized into two main types: one involves delays in displaying refund progress information, leading to user misunderstandings, while the other pertains to specific cases where refunds could not be processed back to the original payment method due to issues with the user's bank or payment tool [2][3]. - Meituan has optimized its information display for refunds, allowing users to check the status of refunds for orders placed after 2017 independently. For orders before 2017, users must contact customer service for inquiries [2]. Group 2: User Communication and Resolution - Meituan has addressed common user concerns, clarifying that delays in refund notifications are due to system updates, which have now been resolved. Users are encouraged to refresh their pages to see updated refund statuses [3]. - In cases where refunds are shown as "failed," the company explains that this is often due to issues with the user's payment method. Refunds will be redirected to the user's Meituan balance if the original payment route fails. Users can then request refunds to a new designated bank account or seek assistance from customer service [3].

Core Viewpoint - The article discusses the recent concerns raised by users regarding refund issues on Meituan, highlighting the company's response and measures taken to address these concerns. Group 1: Refund Issues - Users have reported problems with refunds, particularly regarding the delay in information updates leading to misunderstandings about the status of their refunds [1][2] - Meituan's customer service has established a special team to address these issues and has improved the display of refund information for orders placed after 2017, allowing users to check the status of their refunds independently [2][3] Group 2: Types of Refund Problems - The refund issues can be categorized into two main types: 1. Delays in displaying refund progress, which have been addressed by optimizing the information display [2] 2. Issues with a small number of users' payment channels, where refunds may not be processed back to the original payment method and instead go to the user's Meituan balance [3] Group 3: User Communication and Support - Meituan has communicated that if users receive a "refund successful" notification, the funds have indeed been returned to their accounts, and there are no practices of "not refunding without inquiry" or "deleting orders" [1] - The company is actively reminding users via SMS about their refunds and is encouraging them to contact customer service for assistance if they encounter issues with their wallet balance or account status [3]