When encountering consumer fraud and hoping to recover a refund, 12315 is an important consumer rights protection complaint channel. The following are the methods and detailed steps for using 12315 to recover refunds:
1. Prepare complaint materials
- Evidence collection:
- Store information: including store name, business license (if any), and specific address (accurate to the house number).
- Transaction vouchers: payment documents, order numbers, signed agreements, etc.
- Communication records: chat records and audio records of negotiating a refund with the other party or the other party refusing a refund.
- Other evidence: such as evidence of the other party not issuing invoices, posts by netizens who have encountered the same scam, etc.
2. Complain through the 12315 platform
- Download or visit 12315 platform:
- You can use your mobile phone to download the "12315" applet, or visit the 12315 official website.
- To initiate a complaint:
- On the mini program or website, select the "Complaint" function and fill in the relevant information.
- Enter the other party's company name or store name, and describe in detail how you were defrauded and your refund request.
- Submit the collected evidence materials to ensure that the information is true and complete.
- Waiting for acceptance and mediation:
- After submitting the complaint, wait for the acceptance notification from the 12315 platform.
- If necessary, the platform will arrange mediation, and consumers should actively cooperate and provide further information or evidence.
3. Use other rights protection channels
- Complaint platform of the Bureau of Letters and Calls:
- Complaints can be submitted to the Complaints and Complaints Bureau complaint platform at the same time to improve the success rate of acceptance and resolution.
- The Complaints and Complaints Bureau will usually make a return visit within 10 working days after submitting the complaint, and the organization will also proactively communicate about refund matters.
- Other mini programs and official accounts:
- For example, the "National Miscellaneous Court Client", "Black Cat Complaint", "Consumer Protection" mini program and "Consumer Committee" official account are also effective ways to protect rights.
- Fill in the complaint information according to the page guidelines and submit relevant evidence to let more people know about your problem.
4. Precautions
- Stay calm and rational:
- During the complaint process, stay calm, state the facts rationally, and avoid emotional expressions.
- Continuous follow-up:
- Pay close attention to the progress of complaints, promptly respond to the platform or agency's requirements, and provide necessary supplementary materials.
- Preparation for legal proceedings:
- If the mediation on the 12315 platform fails, you may consider pursuing legal action to recover the refund.
- During this process, you need to consult a professional lawyer and prepare sufficient evidence to support your claim.
Through the above steps and using the 12315 platform and other rights protection channels, consumers can increase the success rate of refund recovery to a certain extent. During the rights protection process, you must remain calm and rational, actively provide evidence, and cooperate with the platform’s mediation work.