What consumption traps have you encountered?

Trap 1: the refund fee becomes a refund coupon.

Consumer Mr. Li reported that last year, he booked a semi-self-help tour to Phuket, Thailand on February 2nd on an OTA (online travel) platform, and the amount was RMB 326 13 yuan.

After the order had to be cancelled due to the epidemic, the platform customer service proposed a solution of "deducting losses of more than 5,000 yuan and returning more than 27,000 yuan", which was rejected by Mr. Li; Subsequently, the platform customer service proposed a solution of "full refund, but the fee of12,900 yuan should be returned in the form of travel vouchers".

Reminder: The fees that should have been refunded were replaced by vouchers, which infringed on the rights and interests of tourists.

Under the premise of legal provisions, tourism enterprises will compensate consumers in the form of travel vouchers and vouchers after fully refunding the refundable expenses in cash, and some actual losses or actual losses in travel orders have completely covered the travel expenses, so there is no refund, which is completely legal and compliant.

However, if the travel agency unilaterally stipulates that the money should be refunded according to the law, but only provides vouchers, it will infringe on the rights and interests of tourists.

Trap 2: refund fee

Passenger Liu reported that he bought a ticket from Shanghai to Tianjin on February 8 on the consignment platform. After 65438124 applied for refund, it was verified with the airline that the refund could be made free of charge, but the platform deducted a handling fee of 444 yuan when the refund was made.

Reminder: It depends on the contract judgment of consumers and platforms.

Whether the platform can deduct fees needs to be judged according to the contract agreement between consumers and the platform, and whether the fees paid by consumers include other services other than air tickets.

If the platform and the ticket agency promise to be consistent with the airline's policy of returning and changing the ticket, they shall refund the ticket free of charge and shall not deduct or charge additional fees. In violation of regulations, guests can complain to airlines, industry associations and industry authorities. If the circumstances are serious, they may report their illegal acts to the relevant competent departments.

Trap 3: if you can't get the goods, you can't get the money back.

Some consumers said that 65438+1October 28th placed an order in online Leyou Mall, and the way to pick up the goods was to pick them up at the store. Later, it was found that due to the epidemic, the offline shopping mall was closed and it was impossible to pick up the goods.

So he applied for an online refund on the day of purchase, showing 48 hours of review, but the refund application was not processed after 48 hours. After the consumer contacted the customer service, the other party said it would take 5 to 7 days, but the refund problem remained unresolved after the expiration. During this period, the mall has been closed.

Reminder: the epidemic situation cannot be the sword of the merchants.

According to Article 25 of the Law on the Protection of Consumers' Rights and Interests in People's Republic of China (PRC), when an operator sells goods by Internet, television, telephone or mail order, consumers have the right to return them within seven days from the date of receipt of the goods, without giving reasons, except for digital goods such as audio-visual products and computer software that are fresh and perishable, and newspapers and periodicals delivered by consumers.

If, at the time of the outbreak, the merchant has delayed the supply, and the contract purpose cannot be achieved due to the late failure to perform in time, and the consumer requests to terminate the contract and ask the merchant to bear the liability for breach of contract, the merchant cannot claim partial or full exemption from liability on the basis of the epidemic situation as force majeure.