Foreigner Turns to Police, Consulate Over Online Order Dispute

Source: OT-Team(G)

Between January and April 2025, a foreign national, Andy (pseudonym), found himself entangled in a prolonged and frustrating dispute with a Taobao jewelry vendor based in Caojing Town, Shanghai, after commissioning a custom platinum bracelet valued at over 100,000 yuan.

What began as a simple business transaction soon escalated into a bitter conflict. Andy had paid both the processing fee and supplied his own platinum for the bracelet, trusting the vendor to deliver as promised. But instead of receiving a high-quality custom piece, he was met with repeated delays, substandard workmanship, and missing documentation. The final product not only failed to meet basic quality expectations—with visible deformation and underweight issues—but also lacked the required certification. To make matters worse, the vendor withheld the remaining platinum that Andy had sent in, despite repeated requests for its return.

After extended negotiations, the vendor issued a written promise: if Andy returned the defective bracelet, he would receive a full refund along with the unused platinum. But once the bracelet was returned, the company reneged on its promise, refusing to provide either the refund or the materials. Frustrated and feeling deceived, Andy filed complaints in April with the police, Shanghai's 12315 consumer protection hotline, and his local consulate, demanding the full return of his funds and materials.

In response, the Caojing Market Supervision Office activated a joint response mechanism, swiftly transferring the case to the town's Judicial Office. The local mediation committee was tasked with resolving the issue and began working quickly and efficiently.

The mediation process focused on three key steps. First, the team verified the evidence, including WeChat message histories, Alipay payment records, shipping receipts, and the defective bracelet itself. It became clear that the vendor had failed to use Andy's supplied platinum and delivered a subpar product. Second, the mediators communicated the legal implications of the vendor's actions, citing violations of China's Civil Code and the Consumer Protection Law, both of which entitle consumers to refunds, replacements, or compensation when goods are defective or misrepresented. Finally, after three rounds of negotiation, both parties reached a resolution: Andy would return the bracelet, and the vendor would refund the full processing fee and return the remaining platinum.

Andy expressed satisfaction with the outcome and extended heartfelt thanks to the staff involved, even presenting them with a banner of appreciation.