Forced refund for "1 yuan flash sale" after breaking 900000 orders, word-of-mouth apology: incorrect operation

Tech 2023-07-23 20:28:01 Source: Network

Recently, a parent-child amusement package ticket from the well-known children's playground MELANDCLUB was sold for 298 yuan in a flash sale on Taobao's "word-of-mouth life" live broadcast room, and was subsequently refunded that night. This move has sparked a heated discussion among netizens, and the "Li Jiaqi meland ticket" has also rushed to the hot search

Recently, a parent-child amusement package ticket from the well-known children's playground MELANDCLUB was sold for 298 yuan in a flash sale on Taobao's "word-of-mouth life" live broadcast room, and was subsequently refunded that night. This move has sparked a heated discussion among netizens, and the "Li Jiaqi meland ticket" has also rushed to the hot search.

"Li Jiaqi Austin" WeChat official account predicted the second kill activity of "MELANDCLUB parent-child play package"

In response, the flagship store of the "Word of Mouth Life" service has twice issued apology statements, stating that there was an operational error in the flash link test conducted before the official sale, and will arrange a refund for consumers who have already purchased the test product.

Welfare flash sales broke through 900000 orders in a short period of time

July 20 was the Mother and Child Day in the "Li Jiaqi Austin" studio on Taobao. At 1:51 p.m., the "Li Jiaqi Austin" WeChat official account pushed the live broadcast preview of the evening, and the "MELANDCLUB parent-child play package" ranked top in the second kill, including the special price tickets (one large and one small) for working days (limited to one piece per ID, 100 copies in total, until sold out), at 0.1 yuan per set; Single ticket (one large and one small), 188 yuan/set; Four tickets (one for major and one for minor, including four accompanying parents), priced at 666 yuan per set. The live broadcast will start at 17:00 on the same day.

The live broadcast preview also reminds that there may be changes in the specific products and promotional information broadcasted. "Please refer to the actual broadcast in the live broadcast room for accuracy.

Around 3pm, the "Word of Mouth Life" live broadcast room on Taobao suddenly displayed MELANDCLUB weekday tickets (one large and one small), priced at only 1 yuan. This profit has attracted a lot of attention from Baoma, and its sales volume reached 900000 units in a short period of time.

At around 4:30 pm, the live streaming room of Taobao's "word-of-mouth life" suddenly removed the aforementioned tickets. The transaction snapshot sent by netizens shows that the order name is preceded by the words "Li Jiaqi Live Room".

On the evening of July 20th, some netizens received a refund

However, that night, consumers who placed orders through the Taobao "Word of Mouth Life" live broadcast room received automatic refunds of 1 yuan from "Word of Mouth (Shanghai) Information Technology Co., Ltd.". This move has sparked dissatisfaction among netizens about the mandatory refund operation of MELANDCLUB, and the "Li Jiaqi meland ticket" has also been on the hot search for a while.

At the same time, Li Jiaqi also explained in the live broadcast room that "MELAND's parent-child play package could not be broadcast tonight because of the link problem, and after the store has solved the problem, it will be previewed on the official account later." At the same time, the audience in the live broadcast room was also reminded that "(official account) please buy the products previewed in the live broadcast room of 'Li Jiaqi' during the live broadcast to ensure everyone's rights and interests."

Li Jiaqi's live broadcast room explained the day's flash sale activity

Subsequently, the flagship store of the "Word of Mouth Life" service posted an apology letter on the store's homepage, claiming that it had originally planned to set up 100 MELANDCLUB amusement benefits in the live broadcast room on the evening of July 20th, using a price of 0.1 yuan to flash off 298 yuan worth of weekday tickets (large and small). Due to the need to test the flash link in advance before the official sale of live streaming, a test product was arranged around 3pm on the 20th and two rounds of testing were conducted.

In the second round of testing, we made an operational error, "the apology letter said, and a refund will be arranged for consumers who have already purchased the test product.

At 0:13 on July 21, MELAND released a statement through the official WeChat official account, saying that in the afternoon of July 20, MELAND stores and customer service hotline received a consultation on "Word of mouth 1 yuan weekday ticket orders". The situation was very sudden, "like everyone, I don't know what happened".

While expressing apologies, MELAND stated that customers who place an order for a "1-yuan weekday ticket with word-of-mouth" can use a non screenshot word-of-mouth refund voucher from July 21 to December 31 to purchase any ticket product at MELANDCLUB's national stores on weekdays, with no threshold to offset 100 yuan.

At the same time, the flagship store of the "Word of mouth Life" service also apologized again on the 21st for the above incident and stated that it will include a coffee voucher in the order account.

We declare that this operational error and order refund processing are both word-of-mouth platforms and have nothing to do with MELAND, "the apology statement concluded.

MELAND's statement on flash sales and refunds released in the early morning of July 21st

Apologies to the merchants

Netizens don't buy it

Will it be refunded if the purchase is expensive

Lawyer reminds consumers

Collecting Wool "Needs a Rational View

Regarding whether merchants with operational errors can apply for refunds, Ge Zhihao, a lawyer at Beijing Guantao Zhongmao (Shanghai) Law Firm, told reporters that the "wool picking" incident essentially reflects a problem of consumer integrity. This integrity includes both the integrity of the merchant and the integrity of the consumer.

Ge Zhihao stated that from the process of the incident, the behavior between consumers and merchants has the characteristics of a network service contract, but whether this contract is established remains to be examined. According to the provisions of the Civil code, the establishment of a contract usually needs to go through two stages: offer and acceptance, but no matter which stage, the parties need to express their true intentions. Therefore, in this case, the key lies in whether the merchant's true intention to sell goods that are significantly lower than the market price without setting quantity restrictions on the online platform is the true expression of the merchant's intention.

Assuming that according to the original promotion plan of the merchant, the product will only be released in a limited quantity of 100 copies through the live broadcast room, then the sales behavior of the product within this quantity range should be considered true and effective. However, when the sales volume reaches over 900000, the two are relatively visible, and a large proportion of this sales behavior is not the true intention of the merchant. "Ge Zhihao said that in the premise of the false intention expression, The contract between the two parties may become in an "unfounded" state, and based on this, it is reasonable for merchants to refund consumers.

Ge Zhihao reminds that with the increasing occurrence of "fleece harvesting" incidents, consumers should have a rational attitude towards such abnormal consumption. For products that are significantly lower than the market price, consumers need to make more judgments from the perspective of fair trading to avoid the embarrassment of being caught in a trap.

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Source: Xinmin Evening News

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