Cover comment | Governing takeaway complaints of malicious "touch porcelain", guarding the business environment of the catering industry

Jiang Yan

A customer ordered the same takeaway meal for 3 days in a row. Every time he gave a misconduct, the reason was that there was no salt and a foreign body in the meals. The owner of a restaurant in Beijing, who was complained, suspected of being "malicious complaint" and feedback to the takeaway platform. Some businesses of takeaway platforms are "touched porcelain" by consumers, and "malicious complaints" are not uncommon. Recently, a woman in Kaifeng, Henan lied to eat iron wire after taking a takeaway, and sent a photo of blood to claim to the merchant. However, the merchant found that this was the second time the user claimed the same photo. In addition, many of the surrounding stores have been complained by the woman. (Workers Daily)

Like the e -commerce platform, the online takeaway platform has also encountered a "malicious bad review". The only difference between the two may only be that a huge "career difference" black industry chain has been derived from the former, and the latter is now encountered, more of the "personal crimes" that are crushed. It is foreseeable that if the bad signs that have appeared in the industry are not dealt with in time and strong response, then it is possible to breed a organizational and continuous touches of porcelain extortion, which will constitute a huge threat to the catering industry.

In some typical cases, there are as many as 177 complaints on catering stores, and each claim is 50 to 100 yuan each time. It is not clever, and it can even be said to be simple and rude. It is nothing more than finding something to find and fault. If "the eggs cannot be raised in the eggs", then you simply "add" and "make black spots". These poor and bad tricks have tried it repeatedly, which really surprised people. This also illustrates from one aspect that in specific scenarios, the weakness of the merchants and the helplessness of the people.

We know that under the disturbance of the epidemic, many cities restricted in restaurants, and the degree of reliance on the "takeaway" business became deeper. In this language, every "bad review" of customers is "big -hearted" for the store, and it must be deleted and fast. To this end, it is often telephone communication, apology, and promise to compensate. Some consumers are precisely the malicious evaluation of this mentality of the store, and the porcelain extortion. It is worth noting that because the two links of takeaway "meals" and "consumption" naturally have time lag and space distance, which makes it difficult for the store to debate the customer's "accordance". This is a kind of imbalance. Game pattern.

In the current context, preventing and disciplinary takeaway complaints "malicious touch porcelain", the same thing is to close the business environment of the catering industry. In this way, the platform must take responsibility, not a matter of unusual attitude. In order to ensure the delivery of restaurants from the source with stricter full -process supervision and fully closed distribution. Targeted investigations of abnormal high -frequency complaints ... and so on. Only by taking the initiative can we purify the platform ecology.

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