Hello, everyone, I'm Huang Jia's fraud prevention intern, New Sauce. In this issue, I will reveal the routine of the transfer platform for everyone.

The cry of "recycling old mobile phones, rotten mobile phones and changing old mobile phones into pots and scissors" still resounds through the streets of Chongqing. These mobile vendors always carry a "stick" with a sack tied to the end of the stick. There may be tools such as rope and tape in the sack, and a "broadcast" responsible for propaganda will inevitably be carried in their hands. Many of them don't know how to use smart phones, so when someone asks how to sell them, they can only evaluate them according to the scrap metal market.

Due to the opacity of offline transactions, many people who intend to deal with idle mobile phones turn to online second-hand trading platforms. But is second-hand e-commerce necessarily reliable? Recently, my friend intends to sell an idle mobile phone on the transfer platform, but after checking the online word-of-mouth comments, I am very entangled in whether to trade on this platform. After listening to her concerns, Xinshang also collected information about turning around from multiple channels on the Internet and found that her friends' concerns were not unreasonable. In this issue, the new sauce will take stock of the "routines" that need attention in the use of the transfer platform.

Routine 1: The inaccurate quality inspection report depresses the seller's price.

In late March, Mr. Yang intends to sell Xiaomi 8, which has been used for two years. After filling in the online information, he will go to the platform to evaluate 900 yuan. "This is really higher than other platforms, which is a bit exciting." Therefore, Mr. Yang has to go through the underwriting procedure. After fully charging the mobile phone and resetting the system, it was sent to the transshipment platform, but the quality inspection report surprised him.

The quality inspection report shows that the equipment has been restarted repeatedly, and it cannot be turned on after repeated tests. At this time, the price also dropped from 900 yuan to 60 yuan. There is a big difference in price. Mr. Yang Can couldn't accept this and asked to return the mobile phone. After receiving it, he discovered that the reason why the original mobile phone could not be turned on was that the battery was dry and it could be turned on after charging. Mr. Yang said that the quality inspector changed the mobile phone settings and added a password lock. He tried many times before he guessed the password. When the device was turned on, he found that a checking application was displayed on the desktop.

In other words, the quality inspection report showed that the mobile phone could not be turned on, but in the end, Mr. Yang found that the settings of the mobile phone had been modified, and there was still a tester software lying on the desktop of the mobile phone. Is this out of thin air?

Mr Xiang had a similar experience. At the end of March, the online appraisal of Apple 8 given to him by the transfer platform was around 500 yuan. After mailing, the quality inspector lowered the price to around 60 yuan on the grounds that the screen could not be displayed and the id account could not be locked in the main interface. Strongly demand to return the mobile phone to Mr. Wang. However, when he opened the courier, his mobile phone was turned on. Obviously, he could enter the main interface to see if there was an id lock. Mr. Yang said, "Around the platform, I really want to do everything possible to lower the price. Fortunately, I returned it. "

Different from the previous two times, Xiao Ye encountered the situation that the quality inspector broke the contract and dismantled the machine. At the end of last year, due to the upgrading of mobile phones, Xiao Ye planned to resell the idle Apple XS through second-hand channels. After filling in all kinds of information online, the valuation of the transfer platform is 3,200 yuan. The price was really attractive, so Xiao Ye sent the mobile phone to the platform for quality inspection by express delivery.

Three days later, the quality inspection report and pictures issued by the platform surprised her. "The screen frame is full of scratches and obvious disassembly marks, which looks like glue stuck to this outer screen." Xiao Ye said angrily, this mobile phone has only been used for half a year, and it was only slightly worn, without any problems, and it has never been repaired. Since Xiao Ye's mobile phone has not been repaired, how can there be traces of unpacking in the quality inspection report? Xiao Ye is convinced that this is the fault of the inspector.

In fact, Xiao Ye took the initiative to contact the customer service after sending away the mobile phone, repeatedly stressing the requirement not to disassemble it without her permission, and the customer service also promised not to disassemble it. "But when I saw that the mobile phone had obvious signs of disassembly and contacted the customer service again, the customer service said that they did not disassemble it and there was no reply afterwards." After quality inspection, the price has also dropped from 3200 yuan to 223 1, shrinking by nearly one third. Xiao Ye admitted that the other party had removed her mobile phone, and there was no guarantee that the original one had been changed. And the trace is obvious, and she can't sell it again when she takes it back. In desperation, Xiao Ye agreed to the platform.

In view of Xiao Ye's suspicion that the quality inspector disassembled the machine for no reason, on April 2 1, Xinshang received a reply from the Commissioner. The other party insisted that the screen and frame of the mobile phone were sealed with glue when the quality inspector received the goods, so the quality inspector did not disassemble the machine. Both sides hold their own words. You can compare the pictures before and after the quality inspection with their quality inspection report, and see that the reply of the transshipment specialist seems to be consistent with the photos provided by the user.

Looking back, this routine is mainly aimed at sellers who intend to trade mobile phones on the transfer platform. Specifically, it can be summarized as follows: the price given after the review of mobile phone network is full of temptation, but when the display equipment of quality inspection machine does not exist, the displayed price will be greatly reduced.

Routine 2: It is a problem that the goods are not returned to the buyer.

Will buyers feel good about trading on the transfer platform? Mr Qin bought five mobile phones on the transfer platform in February. As a result, two of them had charging problems, but they were not marked on the quality inspection report. Mr. Qin said: "I thought that each mobile phone can enjoy reliable testing services by adding 30 to 40 yuan. Although the final refund was successful, the inspection report did not match the facts. " However, not everyone is as lucky as Mr. Qin. Some buyers not only received goods that did not conform to the quality inspection report, but also failed to communicate with the platform for refund.

At the end of February last year, Mr. Lai bought an apple 1 1promax for 3646 yuan on the transfer platform. The product introduction says that the mobile phone supports the primary color function, and the merchant promises that the mobile phone can be restored to the factory settings. However, after receiving the goods, Mr. Lai found that the mobile phone did not have such a function. Three days later, Mr. Lai applied for a refund. On the day he sent the mobile phone away, he also found that the battery of the mobile phone was running out of power. Mr. Lai intends to turn off the phone when returning the goods, and the power is maintained at around 72%. As a result, when the express delivery was sent, it showed that there was no electricity. Mr. Lai said, "There should be something wrong with the battery. Otherwise, how could 72% of the electricity be turned off at one time?" However, the quality inspection report shows that the battery looks normal, and the report does not mention the abnormal primary color function and reset function.

Since the goods do not match the description, can I apply for a refund? But it turns out that it is easier to buy goods than to refund them. Mr. Lai applied for a return on 65438+ 10/0/after signing for the express delivery, but was rejected by the seller on 65438+1 0/0/6, so Mr. Lai applied for platform intervention and applied for a second return on the same day. Mr. Lai said that there is obviously something wrong with this mobile phone, and my application for returning it within 7 days is in line with the platform regulations.

After applying for platform intervention, on June 65438+1October 65438+June 6, Mr. Lai received a customer service call from a transfer platform, and the other party said that he would send him a short message later, asking him to send the goods back according to the short message address. According to the short message, Mr. Lai sent the goods to the designated address on 16, and the express delivery indicated that the goods were signed the next day. But the seller will not refund after receiving the goods. On 65438+ 10/8, the seller rejected Mr lai's request for refund on the platform.

At this time, when Mr. Lai contacted the customer service for a refund, the customer service said that he would wait for the seller to upload the address and fill in the logistics number returned before. Mr. Lai said: "I thought I could get a refund by filling in the single number. Later, I found that there was no room for me to fill in the single number. The "intervention" entrance of the background platform was changed to "check the whereabouts of money".

As a result, Mr. Lai began a long road of asking for a refund. "In the past four months, contact customer service when you have a little time. I can't remember how many times. The customer service has always said that it is being processed, either urgent or heavy. " Mr Lai said gloomily. Mr. Lai gave evidence to complain about the seller, but the platform decided that the seller did not violate the rules. In desperation, on April 2nd, Mr Lai published this story in Weibo. Four days later, Mr. Lai received a customer service call unexpectedly.

The customer service said on the phone that the money was paid to the seller because of a system error, and the customer service said that it would be returned to Mr. Lai in two days. I thought the refund was expected, but the next day it was poured cold water. On April 7, the customer service contacted Mr. Lai again, saying that it would take several days for the refund, and now the platform has been offline from the seller's shop. And how long it will take these days, the customer service did not explain. The seller's shop was not closed as promised by the customer service. Mr. Lai said that in April 10, he also saw goods hanging in the store.

On April 20th, the transfer customer service contacted Mr. Lai by phone again, which was quite different this time. "The customer service told me that the phone call was not made by them before, but by the store. People who say "I will refund in two days" are not around the platform, but the seller's after-sales customer service. " Mr. Lai is extremely depressed, and his phone number is exactly the same. Why is the pot pushed to the seller again?

On April 22, the public relations Commissioner pointed out that Mr. Lai applied for a refund after seven days without reason to return the goods. Moreover, Mr. Lai's machine is not sent to the seller through the platform, but directly sent to the seller offline. However, according to the express record and the screenshot of the application for returning the new sauce, Mr. Lai did apply for a refund on the sixth day after receiving the goods. According to Mr. Lai, this is the second time to apply for a return. And according to the transfer phone number and SMS screenshot, Mr. Lai returned the goods according to the platform phone number and official SMS, not directly returned to the seller offline. The Commissioner said that he is currently communicating with the buyer and making a refund through the merchant's deposit.

Mr. Wang has also encountered false quality inspection and no complaints. In June 5438+February last year, Mr. Wang took a fingerprint version of Xiaomi 8-screen mobile phone through the transfer platform. The quality inspection report shows that it can be started normally, but Mr. Lai received a black screen and could not start it. Mr. Wang immediately applied for a refund, but the road to refund was not easy. When Xinshang contacted Mr. Wang on April 12, he said that the issue of refund of returned goods was still unresolved, and the customer service had blacked him out.

Responding to the experience of three consumers, Xinshang found that this routine is mainly aimed at the situation when buyers buy goods, specifically, the goods received do not match the description of the merchants, and the quality inspection report given by the official transfer may not cover all the problems. More importantly, when the buyer wants a refund, he may not arrive on time.

Routine 3: The contradiction in the quality inspection report is controversial.

All of the above are single transactions on the transfer platform, acting as a single role for buyers and sellers. What wonderful reaction will there be if you trade many times on the transfer platform? Some consumers said that when the buyer turned to buy the goods, the quality inspection report showed that everything was normal, but when the seller handed it over to the platform for sale in a few days, there were many problems in the quality inspection. Are there two faces left in the quality inspection?

In March, Mr. Wan bought a second-hand Apple 8 for 1.587 yuan on the transfer platform. Two weeks later, Mr. Wan, who was used to Android phones, decided to resell them through the transfer platform. "At that time, I thought, 1587 yuan bought a mobile phone, used it for two weeks and then sold it. Apart from the wear and tear of the fuselage, I can get 1230 yuan. " Mr. Wan said that after waiting for the inspection report for two days, he gave me an offer of 1, 096,5438+0 yuan. What he doesn't understand is that the test report says that the battery information display has been repaired. Mr. Wan said that when he bought the mobile phone, there was no maintenance report in the test report.

Regarding the inconsistency between the machines before and after the inspection, Xinshang called Zhuan YEATION customer service on April 2 1, and the other party said that Zhuan was inspecting the equipment itself at that time, and the platform could not accurately evaluate the indirect or accidental problems that were not exposed during the inspection. Mr. Wan told the new sauce that the price difference of several hundred dollars for mobile phones is a trivial matter, and he can accept it. He just wants to remind him to turn around and improve the quality inspection level.

At the end of February, Ms. Huang bought an Apple 6p mobile phone for 642 yuan on the transfer platform. Later, due to the change of actual needs, she was guaranteed to sell on the platform on March 10, and the quality inspection report surprised her. The machine inspection report shows that the mobile phone has been automatically restarted and turned off, and the machine inspection cannot be completed. ID cannot check whether it exists. Ms. Huang said, "When I bought it on the platform, the quality inspection report did not show these problems. The most irritating thing is to price my mobile phone 1 1 yuan. " In a rage, Ms. Huang decided to stop the auction and applied to return the mobile phone.

Coincidentally, when searching for information about the new sauce, a blogger who found Bili Bili posted an inconsistent video at the end of last year. So far, this video has been played 6.5438+0.2 million times, with more than 3,000 comments. It seems that there are many people who have experienced similar things.

Routine 4: collect insurance premium but not claim.

When sorting out the complaint materials, Xinshang found that a large number of victims said that they were retrieved by the seller after transferring the game account on the platform, but the platform refused to pay.

In late February, Mr. Li spent 1500 yuan on the transfer platform to buy an account of a peace elite. After the payment, he bound his account with the latest mobile phone number, and has been logging in with his mobile phone number and password since then. Who wants to find that they can't log in on the 35th day after purchase? The system prompts that his mobile phone number is not registered. Mr. Li judged that the seller found the account through the appeal and rebind the mobile phone, which made it impossible to log in. When Mr. Li contacted the seller again, he found that the other party had cancelled his account.

Now that the account has been retrieved, will the platform fulfill its compensation commitment? The customer service told Mr. Li on the phone, but they could not judge that it was recovered by the seller and could not cover the compensation. It was suggested that Mr. Li should report to the police. Mr. Li said: "Before the purchase, the customer service said that if the account was retrieved, 100% would be paid. Why did you really use it later? They said that they could not prove that it was recovered by the seller. "

New sauce opens the transfer APP, writes 60-day free insurance in the game trading interface, and finds the words "guaranteed compensation". On this issue, Xinshang contacted the customer service online on April 2 1, and the other party said that the buyer needed to provide a game account and the seller's information as evidence before accepting the insurance. On April 22, the public relations department responded that the current inquiry could not confirm that the account was retrieved by the seller, and suggested that the buyer call the police. This is consistent with the reply received by Mr. Li.

On this matter, New Sauce consulted Mr. Tan of Beijing Dongwei (Chengdu) Law Firm, and the lawyer said that it is really difficult to protect virtual property at present. Consumers have no reasonable means and channels to check the current account usage, and it is unfair for the platform to let buyers prove that the seller asked for it back. However, the transfer platform helps consumers find that the relationship between the account and the seller is not obvious at present, and it is reasonable to suggest that consumers call the police.

In addition to requiring the buyer to prove that the seller has stolen the number, there are other vague compensation standards. Mr. Yang bought a game account, 65438+, on the transfer platform in mid-February, and found that the account was retrieved in less than 20 days, so he could not log in. When contacting customer service, the two customer service accounts are very different. The first customer service told Mr. Yang that his insurance was unsuccessful because he was refused by the insurance company. The second customer service told him that the insurance was invested but the insurance company refused to pay. Where did the premium I paid when I bought the game account go? The customer service responded that "withdraw the cash and deduct it to the insurance company".

In response to Mr. Yang's question that insurance does not pay, on April 20, Xinshang telephoned the manual customer service of transferring the game account. The customer service said that it was not clear about the compensation of the platform, and whether the account was paid was handled by the game specialist.

The customer service feedback of transfer is inconsistent with that of Mr. Yang. So which company is insured for the insurance paid by the game account? With questions, I feel even more embarrassed about the new sauce and customer service consultation insurance.

The customer service said that the insurance contract was not provided when buying the game account. When Xinshang asked which company was in charge of insurance matters, the customer service responded with "transferred", "internal transferred" and "internal cooperation", which company refused to disclose account insurance.

Attractive insurance adds a "peace of mind" to consumers, but it is unknown who is responsible for paying for this insurance and how consumers can inquire about the insurance records themselves. When there is a problem in the accounts and claims are made, the insurance company that consumers have never understood becomes a "piggyback", and there is an excuse that "the insurance company refuses to insure and the insurance company does not pay".

Routine 5: Collecting membership fees has no publicity effect.

There are still many sellers who are affected by giving money and not doing things. In February this year, according to the "Great Reference" column of Henan Radio and Television General Station, three transfer merchants reported that they lost 6998 yuan, 16800 yuan and 16800 yuan respectively because they listened to the customer service promotion of the transfer platform. The platform customer service promised one of the merchants that as long as he paid the service fee, he could put his shop on the top, and there would be accurate customers browsing the goods in the store. However, after recharging, the merchant found that there was no conversion effect, and it was suspected that the browsing customers were mostly robots. Some merchants said that after paying the service fee, they didn't sell any mobile phones and computers, but there was background data every day, showing the transaction price of each order. The reporter of this column tried many times, but failed to get through Youdiantong. There are not a few people who can't transfer money to customer service. Xinshang found that on a complaint platform, there were more than 2,800 collective complaints about the transfer customer service not handling.

Similarly, the new sauce found that there are also victims who spit out traffic fraud and disguised deduction on social platforms. Ms. Xu runs a bookstore. Before that, she opened the business of Post-Point-Pass for 2680 yuan. On February 3 this year, she found that there was a single commodity that cost 23.2 yuan from the early morning of that night to 8: 00 in the morning, and it dropped sharply at 8: 00 in the morning, with a flow of 0.

There is little traffic during the day, but it is very active at night. Does everyone stay up late to buy books?

Ms. Xu also raised questions, because it is selling books, and the flow of people at night is unlikely to be much. However, she has never been able to contact the designated customer service of Youdiantong. The next day, I found that the store was locked and I couldn't edit the goods. "I should be hacked," Ms. Xu said. When Xinshang contacted Ms. Xu on April 7, her complaint was still unresolved. In order to solve this problem, on April 2 1 day, Xinshang called Youdiantong customer service for many times, but failed to get through. The phone kept saying, "The operator is busy, call later", and then hung up decisively, without giving time to wait.

Finally, in order to understand the experience of other consumers mentioned in the article, Xinshang called the customer service on April 22. The other party refused to respond because there was no order number.

Since its birth, the transfer platform has been regarded as the hope of the 58 Group. 20 17 was transferred to Tencent with an investment of USD 200 million, which was officially supported by Tencent. Last year, I turned around and announced the merger with Midea's machine. While leaning towards second-hand mobile phones, I kept the style of all categories. On April 2, Zhuanzhuan Group announced that it had received an investment of 390 million US dollars. The research report released by Shen Wanhongyuan 1 at the end of the month mentioned that the integrated platform Idle Fish and Zhuanzhuan have occupied 90.9% of the market share of second-hand e-commerce, and the penetration rates have reached 72.9% and 33. 1% respectively. It can be said that the transfer has been at the head of the second-hand e-commerce field.

But behind the bright results is a lot of complaint information. According to media statistics, the number of complaints transferred by a complaint platform in early February 2020 was 20 164. By April 26th, the number of complaints had exceeded 28,000, with an average of more than 45 complaints about transfer every day. Coincidentally, in Zhihu, Weibo, Baidu Post Bar and even QQ, searching for new sauce with "Zhuanzhuan" as the key word found a large number of user complaints. Many victims also contacted each other and set up groups to defend their rights.

In this issue, after reading a lot of complaint information and communicating with the victims, the new sauce made a comeback and turned around the routine in use for everyone. Through the communication with the above users, we know that there is still a long way to go.

Finally,

If you are unfortunate enough to encounter something suspected of fraud in your life, please contact the financial fraud column of Phoenix. You can go to Uncle Anti-Fraud in Weibo, or you can send an email to our anti-fraud family in fpj@ifeng.com. (The characters in the text are all pseudonyms)