After Mango TV and PP video canceled the default automatic renewal function, several video and audio websites followed closely.
On April 20, according to the official WeChat public account of Zhejiang Consumer Protection Commission, as of April 17, 11 video and audio websites such as iQiyi and Tencent A rectification response letter was sent to the Zhejiang Provincial Consumer Protection Committee successively, and relevant rectifications were made on the issues mentioned in the Zhejiang Provincial Consumer Protection Committee interview on April 8. Among them, regarding the default check for automatic renewal, many video and audio websites said that the default automatic renewal function will be cancelled; for the problem of unclear description of advertising privileges, 11 video and audio websites said that the promotion page has been fully revised; Question, 11 video and audio websites indicate that consumers who purchase consecutive monthly, seasonal, and annual subscriptions will proactively remind users of the imminent deduction by sending in-site messages, mobile phone messages, WeChat, etc. before deduction.
Regarding the problem of unclear description of advertising privileges , 11 video and audio websites said that they have completely revised the promotion page, and no longer use “advertisement-free”, “jumping ads”, “de-advertising” and other absolute descriptions of promotional terms ; Similar to open screen advertisements and other windows, consumers will be reminded in a significant way to skip manually; at the same time further define the advertising rights of members, and clearly inform consumers of the scope of advertising privileges.
Without reminding about automatic renewal deductions , 11 AV sites indicated that consumers who purchase consecutive monthly, seasonal, and annual subscriptions will send in-site messages, mobile phone messages, WeChat, etc. before deductions Form, proactively reminding users that charges are about to be deducted. Among them, PP video said that it will further optimize the message prompts in the station and set a prominent logo; Dragonfly FM said to send consumers multi-channel and multi-frequency deduction information, which is to inform consumers through the station message 3 days in advance, 1-2 in advance Consumers are notified via mobile phone text messages; Bilibili said that they will inform consumers in advance via SMS, and SMS will inform consumers in advance that charges will be deducted, and at the same time carry out key checks on the suppliers responsible for sending SMS to prevent untimely SMS delivery and arrival Problems such as low rates.
About the automatic renewal option checked by default Cancel the default automatic renewal function; at the same time actively inform consumers of the detailed unsubscription process, consumers can according to different payment channels according to the relative rules can immediately unsubscribe. Among them, consumers of the Android system can cancel at any time through the unsubscribe entrance on the relevant page; consumers of the Himalayan, iQiyi, Dragonfly FM, and Youku ios systems can cancel the automatic renewal in the form of a fast chain jump; Tencent video members can use WeChat The public account can be turned off at any time. If consumers still have unclear parts, they can consult customer service at any time.
Regarding the problem of unclear description of advertising privileges , 11 video and audio websites said that they have completely revised the promotion page, and no longer use “advertisement-free”, “jumping ads”, “de-advertising” and other absolute descriptions of promotional terms ; Similar to open screen advertisements and other windows, consumers will be reminded in a significant way to skip manually; at the same time further define the advertising rights of members, and clearly inform consumers of the scope of advertising privileges.
Without reminding about automatic renewal deductions , 11 AV sites indicated that consumers who purchase consecutive monthly, seasonal, and annual subscriptions will send in-site messages, mobile phone messages, WeChat, etc. before deductions Form, proactively reminding users that charges are about to be deducted. Among them, PP video said that it will further optimize the message prompts in the station and set a prominent logo; Dragonfly FM said to send consumers multi-channel and multi-frequency deduction information, which is to inform consumers through the station message 3 days in advance, 1-2 in advance Consumers are notified via mobile phone text messages; Bilibili said that they will inform consumers in advance via SMS, and SMS will inform consumers in advance that charges will be deducted, and at the same time carry out key checks on the suppliers responsible for sending SMS to prevent untimely SMS delivery and arrival Problems such as low rates.
About the automatic renewal option checked by default Cancel the default automatic renewal function; at the same time actively inform consumers of the detailed unsubscription process, consumers can according to different payment channels according to the relative rules can immediately unsubscribe. Among them, consumers of the Android system can cancel at any time through the unsubscribe entrance on the relevant page; consumers of the Himalayan, iQiyi, Dragonfly FM, and Youku ios systems can cancel the automatic renewal in the form of a fast chain jump; Tencent video members can use WeChat The public account can be turned off at any time. If consumers still have unclear parts, they can consult customer service at any time.
Zhejiang Consumer Protection Commission stated that, in addition, according to enterprise feedback, some of the terms are due to price differences caused by different mobile phone operating systems, difficulty in refunding and other issues. 11 video and audio websites indicated that they will further optimize the service process in the future to ensure timely response and resolution of consumer feedback.
In response to the rectification and response of the above video and audio websites, the Zhejiang Provincial Consumer Protection Commission will invite the Legal Professional Committee to discuss and review the rectification measures of the relevant websites. Involving third-party channel charges and other issues, Zhejiang Provincial Consumer Protection Commission will conduct further investigations. In addition, for the issue of enterprise rectification, Zhejiang Provincial Consumer Protection Committee will also organize consumer rights protection volunteers to conduct an experience survey to monitor the implementation of the rectification.
As early as April 8th, Zhejiang Provincial Consumer Protection Commission according to the previous period of Iqiyi, Tencent Video, Youku, Mango TV, Sohu Video, Tencent Sports, PP Video , LeTV video and Bilibili nine video platforms and Himalayan and Dragonfly FM two audio platform members’ consumer experience results, interviewed the above-mentioned problematic video and audio websites and put forward rectification opinions.