Home/ Questions/Q 1665
Next
In Process

AskLoong.com Latest Questions

alyceducroz
  • 0
  • 0
Begginer
Asked: 2025-05-09T10:17:57+08:00 In:

What evidence do I need to provide when making a consumer complaint in China?

  • 0
  • 0
What evidence do I need to provide when making a consumer complaint in China?
consumer complaint in china
Share
    Leave an answer

    Leave an answer

    Browse

    1 Answer

    1. zlkzcmohmr
      Begginer

      When making a consumer complaint in China, you need to provide specific evidence to support your claim and ensure a successful resolution. Here’s a comprehensive guide based on Chinese laws and practices:

      1. Essential Evidence for All Complaints

      Under Chinese law, effective consumer complaints require specific documentation to validate claims. Core evidence includes:
      • Transaction Records:
        • Sales receipts, detailed invoices, or service contracts (mandatory for offline transactions).
        • Online purchase proof: Order confirmations, payment screenshots (e.g., Alipay/WeChat Pay), and shipping/tracking information.
      • Identity Documentation: A copy of your government-issued ID (passport for foreigners, resident ID card for locals).

      2. Situation-Specific Evidence Requirements

      A. Defective/Unsafe Products

      • Product-Related Proof:
        • Visual evidence: High-resolution photos/videos of defects (e.g., damaged goods, expired food packaging).
        • Physical product retention: Unused portions with original packaging (critical for food safety or quality disputes).
      • Quality Assurance Materials:
        • Third-party inspection reports (required for electronics/appliances under safety standards).
        • Warranty cards, repair history, or manufacturer certifications.

      B. Service Quality Disputes

      • Service Delivery Records:
        • Signed contracts, email correspondences, or chat logs with service providers.
        • Audio-visual evidence of substandard services (e.g., unsanitary conditions in restaurants, incomplete service delivery).

      C. E-Commerce Disputes

      • Order Documentation: Screenshots of product listings (including descriptions/photos), payment confirmations, and real-time delivery tracking.
      • Seller Communications: Chat records demonstrating misrepresentations (e.g., false advertising, refusal to honor return policies).

      D. Food Safety Violations

      • Contamination Evidence: The affected food item (preserved in original state, e.g., sealed packaging with foreign objects or expired dates).
      • Labeling Proof: Clear photos of packaging showing production dates, ingredient lists, or safety certifications (relevant for additive violations).

      3. Establishing Seller-Product Linkage

      To prove product origin, utilize:
      • Transaction Cross-Referencing: Match product details (model numbers, batch codes) on packaging with seller-issued invoices or business license information.
      • Timely Regulatory Reporting: File complaints with local market supervision bureaus (e.g., for food safety) to create official records linking the seller to the issue.

      4. Advanced Evidence for Legal Proceedings

      If disputes proceed to litigation, consider:
      • Notarized Documentation: For perishable goods (e.g., spoiled food), notarize physical condition reports (though this incurs additional costs).
      • Witness Testimonials: Statements from individuals who observed the issue (applicable for in-person service failures or accidents).

      5. Special Circumstance Evidence

      • Personal Injury Cases: Medical records, diagnostic reports, or forensic evaluations (required when defective products cause harm, e.g., electric shock from appliances).
      • Property Damage Claims: Repair invoices, insurance valuations, or professional assessments (e.g., water damage from faulty home appliances).

      Key Recommendations

      • Immediate Preservation: Secure evidence promptly (e.g., photographing products before returns) to prevent degradation or loss.
      • Official Channel Usage: Submit complaints through authorized platforms:
        • National hotline: 12315 (for all consumer issues).
        • Local consumer associations or Market Supervision Administration bureaus.
      For complex scenarios (cross-border purchases, high-value claims), consult a legal professional to ensure compliance with procedural requirements under China’s Consumer Rights Protection Law and E-Commerce Law.