At 5:30 pm on August 26, 2018, Xiao Dai, a sophomore at Northwest University Chang'an Campus, ordered "1942 Spicy Fried Chicken Rice" from a store on the Ele.me platform. The actual payment for a portion of fried chicken rice was 12 yuan, and the takeout was received at 6 pm that day. "While I was eating, I saw a fly in the rice, and I immediately felt sick to my stomach. After that, I called the store to report it, and the store said they would refund the order for me without any apology," Xiao Dai said. .
At about 7 o'clock that night, Xiao Dai complained about the merchant on the Ele.me platform. The screenshot of the conversation provided by Xiao Dai showed that the customer service responded: The maximum limit can only be 12 yuan for you to apply for a red envelope without threshold. .
“Only a 12-yuan red envelope was paid, and there was no mention of dealing with the merchant. I also saw a lot of bad reviews in the comments. Not only did I eat flies, but I also found that its catering service The license has also expired for four months," Xiao Dai said. At about 8 o'clock that night, Xiao Dai edited these questions into Weibo and uploaded them, and reminded Ele.me to check the official Weibo. At about 9 p.m., Ele.me’s official Weibo responded to him via private message, asked for his phone number and ID number, and offered to help him apply for food safety insurance.
Subsequently, Ele.me customer service contacted Xiao Dai, “When they called me, they said they would apply for insurance for me to settle the claim, and they didn’t say how to deal with the store. I also handed over the license that I discovered later. I reported the issue of expired certificate to them, and they said they would deal with it, but now that merchant is still operating normally," Xiao Dai said.
On the Ele.me platform, I found that "1942 Spicy Fried Chicken Rice" can still be ordered for takeout. In its store reviews, a customer commented on July 29 that "there are flies and food delivery is slow."
At the same time, on the business qualification page of the merchant displayed on the Ele.me platform, the uploaded catering service license is valid from April 30, 2015 to April 29, 2018, and has expired for nearly 4 months. month, and the unit name on the license is Heimu Coffee Shop, Chang'an District, Xi'an (Address: Guodu Wenyuan South Road, Chang'an District, Xi'an), which is inconsistent with the store name on the platform.
The staff of Ele.me’s customer service hotline said that the situation has been recorded and reported. “You need to ask the merchant’s customer service hotline for the specific processing progress. Xiao Dai’s insurance compensation has been received, and the record shows 8 At 9 pm on the 26th, the insurance compensation amount of 48 yuan has been transferred to Mr. Dai’s account, and there is also a 12 yuan voucher.”
When asking the merchant’s customer service hotline about the progress of the process, the staff replied. , a complaint has been made against the merchant, and a certain credit score of the merchant will be deducted, which will directly affect the merchant's income.
Why is the catering service license expired and still open? The staff member said that there have been no complaints about expired licenses before, and they will be reported to the market manager for verification. If there are indeed problems, the platform will suspend the business and impose penalties on the merchants. At the same time, stores are required to re-certify their business qualifications. If they are not re-certified, they will be rectified and removed from the platform. Because the staff needs to verify the information, they will generally respond to the consumer's processing results within 3 working days.
A staff member surnamed Zhang from the Internet Supervision Department of the Xi'an Food and Drug Administration said that online platform merchants will be reviewed every quarter, as well as on a daily basis, such as consumer reports and feedback from grassroots supervisors.
“When a merchant joins a third-party platform, we will also require the platform to conduct a qualification review of the merchant.” The staff member said that the merchant’s catering service license is a business license issued previously, and the validity period is generally 3 years, now they are all replaced by food business licenses, which are valid for 5 years.
The staff member said that the relevant documents do not have clear requirements for the amount of compensation that the platform needs to compensate after food problems occur, but it does clearly stipulate that third-party platforms need to establish a complaint and reporting system, and encourage platforms to insure food safety Insurance. "The specific compensation rules are publicized by each platform, and their self-determined compensation standards shall prevail." He said.
In response to the relevant situation reported by the complainant Xiao Dai, the Xi'an Chang'an District Food and Drug Administration immediately went to the scene to conduct an investigation. Law enforcement officers found that:
1. The complainant Xiao Dai was in The address of the "1942 Spicy Fried Chicken Rice" purchased from the Ele.me takeout platform is not located at Wenyuan South Road, Guodu Street Office, Chang'an District;
2. The information published by the Ele.me takeout platform and the information provided by the complainant The door sign of "1942 BBQ Bibimbap Spicy Fried Chicken Rice" does not match the door sign of the Blackwood Coffee Shop in Chang'an District, Xi'an, during an on-site inspection by law enforcement officers.
3. The Blackwood Coffee Shop located at Wenyuan South Road Gate has been closed recently and has not sold meals on the Ele.me platform.
Based on the above inspection and investigation, the catering business unit reported by complainant Xiao Dai that sells "Spicy Fried Chicken Rice" on the Ele.me takeaway platform is suspected of fraudulently using other people's qualifications (industrial and commercial business) license, catering service license) to sell meals on the Ele.me takeaway platform. Law enforcement officers at the specific business address of the store are stepping up investigations. At present, the Chang'an District Food and Drug Administration has reported the specific situation to the Municipal Bureau's Online Sales Supervision Office, and the Municipal Bureau will further investigate and deal with the Ele.me takeaway platform.