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"Ant 315" new action: Alipay open platform merchants will be required to handle user complaints within 72 hours

via:新浪科技     time:2022/5/11 20:01:55     readed:75

May 11, according to the "Alipay open platform" public account news, alipay open platform to upgrade the user protection system, for the platform merchants online transaction complaint service system, limit 72 hours to handle user complaints, while strengthening the protection of commodity intellectual property rights, improve the quality of service information. Up to now, it has dealt with more than 27,000 cases of counterfeit and infringement of goods and promoted merchants to improve more than 15,000 service contents. It is reported that this is also ant group elimination protection special "ant 315" one of the actions.

At present, there are more than 3 million third-party small programs on the Alipay platform, providing users with various life services such as food, clothing, housing and transportation, said an official of the open platform of Alipay. Business transaction complaint service system set transaction complaint, service consultation and other functions, convenient business one-stop processing user problems. At the same time, the system tracks the efficiency of user complaint processing, reminds merchants to deal with user complaints within 72 hours, less than 12 hours of automatic timeout reminder, improve user service efficiency.

Open platforms are also stepping up efforts to protect intellectual property rights. In addition to the established trademark certification and examination system, the system of active identification ability should be upgraded to find and deal with imposter infringement of goods by intelligent means, so as to reduce the misleading and confusion caused to consumers. It has dealt with more than 27,000 cases of counterfeiting and infringement.

In view of the problem of information quality of small program service, Alipay also further improved the precision of information quality operation and governance, timely found and improved the low-quality information of merchants, such as service can not be used, service content is incomplete, service content is inconsistent with the service name, etc., and urged merchants to improve. More than 15,000 services have been improved so far.

"Ant 315" is a special action launched by Ant Group in 2021 to protect consumer rights and interests. It has launched more than 30 measures related to platform responsibility, product experience, platform marketing, privacy protection and protection of special groups. Last year, Alipay open platform has opened a special focus on malicious marketing problems, malicious marketing small program punishment 800.

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