Make good use of dispute resolution mechanisms, attach importance to complaints and reports, protect the legitimate rights and interests of consumers, and resolutely expose malicious buyers
(1) Quality guarantee mechanism. E-commerce platform operators can agree with operators within the platform to establish a consumer rights guarantee deposit. When consumers raise issues due to the quality of goods and services, the platform can use the guarantee deposit to make advance payments to ease conflicts. The new cross-border e-commerce retail import policy also explicitly requires “establishing a product quality and safety risk prevention and control mechanism, timely publishing product monitoring and early warning information in a conspicuous location, urging cross-border e-commerce companies to recall products with quality problems, and taking punitive measures against companies that do not actively recall problematic products.”
(2) Complaint and reporting mechanism. The complaint and reporting mechanism should be convenient and effective, and information such as complaint and reporting methods should be made public, and complaints and reports should be accepted and handled in a timely manner. Note that the establishment of the complaint and reporting mechanism here should be two-way. The platform should not only protect the legitimate rights and interests of consumers, but also protect the legitimate rights and interests of the platform and operators within the platform. For the so-called “consumers” who are professional counterfeiters and malicious reviewers, the platform should also open merchant complaint and reporting channels, resolutely expose malicious buyers, and maintain normal trading order.
(3) Online dispute resolution mechanism. Formulate and publicize dispute resolution rules to fairly and impartially resolve disputes between parties based on the principle of voluntariness. In addition, the country will continue to promote cross-border e-commerce dispute resolution mechanisms in the future, and the “E-Commerce Law” and related laws are expected to further develop in the cross-border field.