再不怕商家“失踪” 支付宝要求必须72小时内处理投诉

对于消费者来说，在网上购物，难免会遇到一些应对投诉咨询采用“拖”字诀，或者直接玩起失踪的商家。以往，面对这类情况，消费者往往会处在较为弱势的一方，除了干瞪眼以外并没有什么行之有效的方法。

今天，支付宝上线的商家交易投诉服务系统，从平台方出发，给出了一种解决方案。

该系统将追踪商家回复、处理用户投诉、咨询等问题的处理效率，并要求商家在72小时内处理用户的投诉消息。

它从平台层面拉高了商家“离奇失踪”的成本，可提高用户投诉咨询的效率与体验。

此外，支付宝也针对商家在知识产权和服务信息质量方面存在的问题做出优化，提升了对商家冒名顶替等侵权行为的识别能力，并对商家服务不能使用、介绍不够完整等问题做了规定。

Today, Alipay online business transaction complaint service system, starting from the platform, gives a solution.

The system will track the efficiency of business responses, handling user complaints, inquiries and other issues, and require businesses to deal with user complaint messages within 72 hours.

It increases the cost of “bizarre disappearance” of merchants from the platform level, and can improve the efficiency and experience of user complaint consultation.

In addition, Alipay also optimizes merchants’ problems in intellectual property rights and service information quality.It improves the ability to identify tort acts such as impostors, and makes provisions on the problems such as the lack of use of merchant services and incomplete introductions.