New scam of online shopping compensation： customer service can’t provide the destination of ＂gift card＂ consumption.

CCTV News:Recently, in more than 20 provinces and cities such as Beijing, Hebei, Jiangsu and Shanghai, many consumers reported that after receiving the so-called "online shopping payment" call, they followed the prompts step by step, but eventually the money in the card was missing. What the hell is going on here?

On the afternoon of May 25th, Ms. Li, who lives in Jinan, Shandong Province, received a phone call from a man who claimed to be "express customer service". The other party said that a bottle of lotion that Ms. Li bought on Taobao was damaged in transit, and the company would pay double compensation. On the phone, the man also verified the consignee information, logistics order number and other information with her in detail. Because there was no mistake in the content, Ms. Li quickly believed his words.

Ms. Li, the victim of Jinan, Shandong Province: At that time, I also called Yuantong customer service, but perhaps because it was Saturday and Sunday, there was no option for manual customer service. Check the real-time logistics, it is indeed in Linyi. On the phone, I heard that the other party was at the scene of the accident, and many people were talking about settling claims, and then I believed it.

Ms. Li said that during the refund process, the other party told her that due to her low credit score of Alipay Sesame, the claims could not be directly returned to the account, so Ms. Li needed to cooperate with them to improve the credit score by "running water".

Therefore, under the guidance of the other party, Ms. Li, who was unsuspecting, successively borrowed more than 100,000 yuan from online lending platforms such as Alipay Borrowing and Micro-loan. Later, she downloaded Dangdang App according to the other party’s prompt and used the Dangdang account and password provided by the other party to purchase Dangdang gift cards with a total amount of 100,000 yuan.

Ms. Li, the victim of Jinan, Shandong Province: I didn’t know that these were loan platforms at the time. I also asked them how they were related to Dangdang. He probably means that there is cooperation, and these are all their backstage operations.

But soon, Ms. Li found that these Dangdang gift cards worth 100,000 yuan were quickly consumed. At this point, Ms. Li discovered that the situation was wrong and immediately reported the police.

Ms. Li’s experience is not unique. On June 18th, Ms. Yu from Heilongjiang received a phone call claiming to be Taobao’s customer service. The other party said that the clothes bought by Ms. Yu needed to be recalled because of unqualified printing and dyeing, and 160 yuan should be compensated to consumers. After that, the process is the same. After verifying the information, you gain trust, and then you are induced to buy a Dangdang gift card after the woman borrows money. In the end, Ms. Yu was cheated of 17,000 yuan.

Ms. Yu, the victim of HeilongjiangAfter I calmed down, I went to Dangdang to check the gift card and found that the balance of my gift card was zero. When I clicked on the Dangdang gift card link, I found that many comments below were cheated.

The reporter saw in a WeChat group with nearly 300 victims that from May to August this year, victims with the same experience entered the group, involving more than 20 provinces and cities such as Hebei, Jiangsu, Shanghai and Shandong, and the amount of losses has exceeded 6 million.

In these cases, there are two key problems, one is that the user’s information has been leaked, and the other is that these frauds are finally concentrated on Dangdang’s gift cards. What the hell is going on here? The reporter then contacted Dangdang.

In the interview, Ms. Li told the reporter that after the incident, she immediately inquired about the capital flow and delivery address of the gift card from Dangdang.

Ms. Li, the victim of Jinan, Shandong Province: I contacted Dangdang. His feedback was that it took me a few minutes to buy the gift card, but he didn’t tell me where the consumer went, so he said he didn’t know.

Many victims told reporters that after the alarm, they immediately contacted Dangdang customer service, hoping that the other party could freeze the relevant accounts.

Mr. Wang, the victim of Jinan, Shandong ProvinceAt that time, the customer service said that these gift cards were mainly bulk transactions, mainly used by the company to buy. We spent 100,000 yuan on this thing, and he didn’t ask us which unit we belonged to, so he didn’t verify it. I asked what this money was going to do. What did you buy? He said he didn’t know either.

The victim’s messages and comments on the gift card purchase page did not seem to attract the attention of Dangdang customer service. Regarding the problems reflected by consumers, the relevant person in charge of Dangdang said in an interview that such incidents occurred at low frequency, and corresponding prevention and control measures have been taken for such incidents.

Kan Min, Vice President of Dangdang.com.The incidence of these examples you mentioned is very low, and we actually don’t monitor a lot.

journalist: How many have been detected?

Kan Min, Vice President of Dangdang.com.: Because there is still police intervention, including customer information, it is not convenient for us to say specific figures. If it is a customer complaint, Dangdang will immediately freeze the suspected gift card. When Dangdang’s risk control team scans the order and finds that there is a large amount of gift cards to buy goods that are easy to sell, it will also terminate the transaction first and then deliver the goods to customers when it is confirmed that it is not fraudulent.

journalist: Isn’t there a situation that consumers reported that there was no first freeze?

Kan Min, Vice President of Dangdang.com.: Yes, at present.

The reporter learned that most of the victims have reported the case and the case is still under investigation. So what measures should enterprises and consumers take to deal with the current situation of frequent online fraud?

Experts said that the modern online payment platform has developed rapidly and there are various fast payment tools, but it has also become a "fast track" for fraudsters to defraud property. In this case, the online shopping platform also has the obligation and responsibility to ensure the safety of consumers’ information and funds. According to the E-commerce Law, Cyber Security Law and other relevant laws, after such cyber security incidents, online shopping platforms should take corresponding remedial measures at the first time and report to the relevant competent authorities as required.

Lawyer Wang Weiwei of Beijing Jingshi Law FirmIf there are some network security incidents on the platform, we must first have an emergency plan, and at the same time have the obligation to inform consumers.

In addition, experts also remind consumers that when they receive the so-called "refund" and "money-returning" online shopping customer service and business phone calls, they should not easily disclose personal information, and they should not transfer money casually. They must make a decision after calling the announced official customer service phone number to avoid being deceived.

Wang Xiaowei, Associate Professor of Chinese People’s Public Security University.It is common sense that if you want a refund on the online shopping platform, you must do it on the platform. However, the liar will ask the victim to go to other channels outside the platform for a refund. When encountering all kinds of abnormal situations, it is possible to avoid being cheated and quickly see through this deception by asking more why and combining common sense.