1, 123 15 Applicants should provide valid identity documents and purchase records, such as invoices, vouchers and contracts.
2. The applicant should submit a refund application to the customer service through 123 15, and provide relevant information in the application, including the order number, amount and payment method.
3. 123 15 customer service will review the information provided by the applicant, and will return the refund by the original way after the approval.
4. For the delivered order, 12 13 15 customer service will ask the applicant to provide the logistics number, courier service provider, delivery address and other information in order to complete the return procedure.
12345 workflow and requirements:
1. We will accept the consultation, complaint and handling of "12345" within the supervision scope of the center.
2. The acceptance of work orders shall be managed by the General Department in a unified way, with special personnel in charge and coordinated by relevant departments.
3. After receiving the work order, the General Department should check whether the work order belongs to the acceptance scope of the center according to the actual situation.
Those that fall within the responsibilities of the Center shall be distributed to relevant departments for handling; If it is not within the responsibility of the center, the General Affairs Department shall fill in the reasons and suggestions for returning the work order and return it to the government hotline 12345.
4. The relevant departments should arrange special personnel to investigate and verify the work order, and communicate with the claimant at the first time to understand the complaints and verify the specific complaints;
Relevant departments form written opinions, submit them to the leaders in charge for review, and reply to the applicant after approval by the central leaders. And send the reply to the comprehensive department for online settlement.
5, the relevant departments should do a good job in the process of investigation and handling of evidence materials, recording collection, and related processing decisions and photos, return visit recording and other materials sent to the general department for filing.
To sum up, according to the relevant regulations, the government department shall conduct preliminary verification within 5 working days after receiving the complaint and inform the complainant of the handling result. If further investigation is needed, the results should be fed back within 15 working days.
Legal basis:
Law of the People's Republic of China on Protection of Consumer Rights and Interests
Article 15
Consumers have the right to supervise goods and services and the protection of consumers' rights and interests.
Consumers have the right to report and accuse violations of consumers' rights and interests, as well as illegal and dereliction of duty of state organs and their staff in protecting consumers' rights and interests, and have the right to make criticisms and suggestions on protecting consumers' rights and interests.