How to Resolve Consumer Disputes in China?

During your travels in China, if you encounter consumer disputes (such as shopping controversies, service discrepancies, price fraud, etc.), here are detailed steps and channel guidelines to help resolve them:

1. Direct Negotiation with Merchants

1. Prioritize Communication
2. Try to negotiate amicably with the merchant’s manager or staff, clearly expressing your demands (such as refunds, exchanges, compensation, etc.).

3. Language Barrier Tip: If communication is difficult, use translation tools (such as Google Translate, WeChat Translate) or seek assistance from hotel staff.

4. Preserve Evidence

5. Be sure to save all receipts (invoices, receipts, payment records), product photos, screenshots of contracts/orders, chat records, etc.
6. If quality issues arise (e.g., damaged hotel facilities), take videos or photos on-site as evidence.

2. File Complaints Through Platforms

If you made purchases through online platforms (such as Meituan, Ctrip, Fliggy, Alipay, WeChat), prioritize contacting platform customer service:

1. Mainstream Platform Complaint Entrances
2. Alipay/WeChat Pay Dispute
   • Open the Alipay app → Click “My” → Select “Bill” → Locate the disputed transaction → Click “Complaint.”
   • WeChat Pay: Enter “Wallet” → Click “Bill” → Select the disputed transaction → Choose “I Have Doubts About This Order” to submit an appeal.
3. Online Travel Platforms (such as Ctrip, Fliggy)
   • Go to the order details page → Find the “Contact Customer Service” or “Complaint” option → Submit evidence and describe the issue.

4. Food Delivery/Group Buying Platforms (Meituan, Ele.me)

   • In the order page, click “After-sales” or “Complaint” → Select the type of problem and upload evidence.

5. Platform Response Time

6. You usually receive feedback within 24 hours; complex cases may take 3-5 working days.
7. If the platform fails to resolve the issue satisfactorily, escalate to the next complaint channel.

3. Call Official Complaint Hotlines

China has several official complaint channels that offer multi-language services or can provide translation assistance:

1. Consumer Complaint Hotline: 12315
2. Scope of Application: All goods and service-related consumption disputes.
3. Calling Method:
   • Domestic calls directly dial 12315 (add the local area code, e.g., Beijing is 010-12315).
   • Foreigners can request English service (supported in some cities).

4. Online Channel:

   • Submit complaints via the WeChat Mini Program “12315” (upload evidence and fill out detailed information).

5. Tourism Service Complaint Hotline: 12301

6. Scope of Application: Travel agency, scenic spot services, tour guide services, and other tourism-related disputes.

7. Dial 12301 (24-hour service), or submit complaints through the “12301” WeChat official account.

8. Emergency Police Assistance: 110

9. For urgent situations involving fraud or threats to personal safety, call 110 immediately.

10. Foreign Affairs Service Hotline: 12308

11. If consular assistance is needed (such as lost documents or severe infringement), call +86-10-12308 (global 24-hour service).

4. File Complaints with Consumer Associations or Administrative Departments

1. China Consumers Association (CCA)
2. The official website (http://www.cca.org.cn) accepts both Chinese and English complaints.

3. Provide detailed evidence and contact information; the processing period is approximately 15-30 days.

4. Market Supervision Administration

5. Each city has branches where you can file complaints in person (translation assistance is recommended).

5. Legal Action

1. Court Litigation
2. If the dispute involves a significant amount and other methods fail, you can sue in the local court.
3. Engage a Chinese lawyer for representation; this process is relatively complicated, so it is advisable to prioritize negotiation.

6. Practical Suggestions

1. Language Support
2. When calling hotlines, explicitly state "I need English service."

3. Large scenic spots, hotels, and malls typically employ English-speaking staff.

4. Preserve Key Information

5. Record the merchant's name, address, phone number, and employee ID involved in the incident.

6. Beware of Common Consumption Traps

7. Avoid transactions without receipts, exercise caution when purchasing high-priced items (such as jade, tea), and use reputable platforms for reservations.