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 user concerns regarding delayed refunds and has established a dedicated customer service team to investigate and resolve issues related to refund status updates [1][2][4] Refund Issues - There are two main categories of refund issues reported by users: incomplete refund information updates and refunds showing as "failed" [1][2] - The first category involves delays in displaying refund progress, leading to user confusion about whether funds have been returned [2][3] - The second category, which affects a smaller number of orders, is due to issues with users' bank accounts or third-party payment tools, preventing refunds from being processed back to the original payment method [2][4] System Improvements - Meituan's technical team has optimized the information display for refunds, allowing users to check the status of refunds for orders placed after 2017 independently [2] - For historical orders prior to 2017, users can still inquire about refund statuses through customer service [2] Refund Notification Issues - Users may not receive timely notifications about refunds due to system delays, leading to misunderstandings about the status of their refunds [3] - Three scenarios can cause confusion: refunds showing as "in review" or "processing," refunds showing a zero amount, and refunds marked as successful but not reflected in the original payment channel [3] Resolution Strategies - In cases where refunds cannot be processed back to the original payment method, Meituan will refund the amount to the user's wallet balance [4] - Users experiencing issues with their wallet balance can request refunds to a new designated bank account or seek assistance from customer service [4] - Meituan emphasizes that all refund data is traceable, and users can verify the status of their refunds [4]

Core Insights - The article highlights two main categories of the "user refund not received" issue, indicating a need for improved communication and system functionality [1] Group 1: Refund Process Issues - One category involves delays in updating information related to the refund process on the platform, leading to user misunderstandings [1] - The second category pertains to a limited number of orders where users' payment channels, such as bank cards or third-party payment tools, experience issues, preventing refunds from being processed back to the original payment method [1] Group 2: Alternative Refund Solutions - In cases where refunds cannot be processed to the original payment method, the system will credit the refund amount to the user's Meituan balance [1] - A very small number of orders may show "refund failed" due to issues with the user's payment channels, but the system will still follow the refund process and return the full amount to the user's wallet balance [1]