However, on the consumer side, excessive marketing and refund difficulties are still the cause of consumers' headaches. Therefore, online consumption disputes in the field of digital education are still high.

In the third quarter, with the arrival of summer vacation, digital education ushered in a consumption boom. And because of the post-epidemic era of , digital education is becoming an important variable in reshaping the world's education landscape. However, on the consumer side, excessive marketing and refund difficulties are still the cause of consumers' headaches. Therefore, online consumption disputes in the field of digital education are still high.

On October 11, 2022, based on a large number of case data of disputes between 212 Internet consumption platforms nationwide accepted by the well-known domestic online consumption dispute mediation platform "Tian Liebao" (315.100EC.CN) in the third quarter of 2022, the "Belt and Road" TOP10 Influential Social Think Tank Network Economic and Social Electronic Commerce Research Center released the "2022 Q3 China E-Commerce User Experience and Complaint Data Report". (Full text download of the report: https://www.100ec.cn/zt/2022Q3tsbg/)

Digital education definition: Digital education in a narrow sense (online education) refers to the learning behavior based on the Internet, which is a teaching method that transfers knowledge content to the Internet and realizes the online teaching of educational activities. According to the teaching stage, it can be divided into: preschool education, K12 education, higher education, vocational education, etc. Digital education in a broad sense also includes knowledge payment, online reading, etc.

Players in the field of digital education include:

(1) Comprehensive category: Tencent Classroom , Taobao Education, Gaotu Online (Get Who Learns), Lizhi Micro Course , Hujiang Online School . NetEase Youdao, Ping An Haosai, New Oriental Online , Dali Education , etc.;

(2) K12 category: Yuanfudao , homework, Lele Class , Zhangmen 1 to 1, Xiaohe Technology, Onion Mathematics , 1 Homework, Love to study, Afan questions, etc.;

(3) Language: vipkid, Akaso, scallop network , English fluent speech, 51Talk, fish, whale foreign teacher training , American English . Grape Intelligence, abc360, etc.;

(4) Vocational Education: Zhengbao distance education , Shangde Institution , 51CTO, Starting classes , Xingshuai Education, Zhonggong Online School, UMU, Chalk Network , Hixue.com, vocational question, Tanzhou Education , Xuehui.com, Yichuan Education, Danai Education , yeah.com, Saiyou Education, etc.;

(5) Higher education category: Wisdom Tree , three classes, wisdom classes, Jisi Academy, Bishang Education, etc.;

(6) Quality education category: VIP training, programming cat , spark thinking , illusion planet, small code king , river small elephant , walnut programming, painting lala, art treasure, watermelon maker, small leaf Intelligent training, Tongcheng Tongmei, Xueersi Online School , etc.;

(7) Early education category: Ivy Dad, Jiliwaa, Kaisun Storytelling, Xiaobanlong , Xiaobu Home Early Education , etc.;

report involves digital retail, cross-border e-commerce, digital life (mainly concentrated in life service e-commerce, online travel ), digital education, industrial e-commerce, financial technology , logistics technology and other fields. The report released the online consumer complaint data in Q3 2022, as well as the "Top Ten Typical Complaints Cases of Digital Retail", "Top Ten Typical Complaints Cases of Cross-border E-commerce", "Top Ten Typical Complaints Cases of Life Service E-commerce", "Top Ten Typical Complaints Cases of Online Travel" and "Top Ten Typical Complaints Cases of Digital Education".

starts classes Tanzhou Education One Boat Education and other complaints are included in the top ten

digital education platforms:

complaints in the order: Starting classes, Tanzhou Education, One Boat Education, Xuehui.com, Dapeng Education, Jushi.com , Yeah.com, html l1Bangkao.com , Hixue.com;

ranked 11-20: Tencent Classroom, Deep Sea Education , Xiaoyezi Practice, Shangde Institution, Gaodun Education , 51Talk, Shifang Education, VIPKID, Zhangmen 1-to-1, Ivy Dad;

ranked 21-30: NetEase Cloud Class , Ping An Haoshui, VIP Practice, Saiyou Education, Youdao Premium Courses, Zhongan Jianpei, VIP Accompaniment, He Xiaoxiang, Yuanfudao, Datang Xiaoyu;

ranked In the 31st to 50th place are: Hengqi Education, English fluent speech, Jiayan Online, Beijing Global Chuangzhi, Maitao Parent-Child, Jushi Education, Zaodao Online School, Xiaobu Early Education, Zhuoerxue Education, Akaso Foreign Teacher Network , Qingqing Education , Meitong Education, Sixin Chenghe, Secondary Vocational Tong, Hushuo Education, Shenzhen National University Education, Ya Question Bank, Zhengbao Accounting Network, Yunxue Education.

Typical complaint cases of digital education are released Tanzhou Education Starting Class Bar Deep Sea Education 10 platforms including Ivy Daddy were selected into the field of

digital education. According to the "Tiansubao" accepting user rights protection cases, we selected the top ten typical complaint cases from them, involving Tanzhou Education, Starting Class Bar, Deep Sea Education, Ivy Daddy, Dapeng Education, VIPKID, Yeah.com, Gaodun Education, Yichuan Education, Bangkao.com .

[Case 1] "Tanzhou Education" was accused of inducing college students to borrow money. No refunds will be given if the courses have not been studied

htmlOn July 1, Ms. Wang of Inner Mongolia Autonomous Region complained to "Tiansubao" that she ordered the "Tanzhou Class" "Voice Hosting Employment Class Package" on November 6, 2021, and paid a total of 5,832 yuan. The payment method is the "Buy A App" recommended by the company, which pays in installments, and the monthly bill should be repaid is 469.34 yuan. Ms. Wang said that the package ordered was 24 classes in total, and she only listened to two classes. She wanted to contact the class teacher to communicate how to terminate the contract, but the class teacher could not contact her. Ms. Wang’s request is to terminate the contract and return all the payments paid in installments in Buying.

[Case 2] "Course Bar" was accused of false propaganda inducing students to place an order. Applying for a refund was rejected

html On July 9, Mr. Yu of Shanghai complained to "Telephone Sue Bao" that the class was false propaganda, inducing orders to guide loan payments. Mr. Yu said that at that time, the teacher said that he could pass the exam without looking at the scores, and he could get the graduation certificate to the junior college to the undergraduate , and he was guaranteed not to pass the exam and could get a full refund. But now he can get a diploma by meeting the passing score in the exam, but he can get a full refund if he fails the exam.

Before that, it was meant to induce orders by false propaganda. Now I apply for a full refund. Now Mr. Yu’s head teacher is verifying it with the previous teacher. The picture is the information bill placed before. The teacher did not mention anything that cannot be refunded for more than 30 days, but now he replied that the contract will not be refunded after more than 30 days.

Now give Mr. Yu two solutions, which means that the full refund cannot be made, but he is required to take the exam of other class teachers. It doesn’t matter if he fails the exam, he can get a full refund. Mr. Yu just wants to apply for a refund.

[Case 3] "Deep Sea Education" was accused of inducing students to register after-sales teacher and disagreeing with the full refund

7 On July 19, Mr. Liu of Hebei Province complained to "Telephone Litigation Bao" that he signed an agreement on first-level fire engineer online education with Beijing Shenshui Hailang Online Education Technology Co., Ltd. on July 1, 2020, and purchased a first-level fire engineer online education training course. At that time, the after-sales teacher promised that he did not have a college diploma and could register for training and take exams. He then learned through other channels, including online query of China Personnel. No application is allowed without a college degree, but the teacher promised to allow him to apply.

After Mr. Liu learned the truth, he asked them to report the problem and asked for a refund. They just agreed to refund part of the fees. Mr. Liu believed that their affairs were a fraud and infringed on the rights and interests of consumers. Mr. Liu’s claim is to refund the fees he has paid in accordance with relevant laws and regulations, and to refund him three times the fees according to relevant laws.

[Case 4] "Ivy Dad" was accused of fraud. When will the cashback be paid?

htmlOn August 2, Ms. Liu from Hunan Province complained to "Telephone Sue Bao" that she purchased animated version of parent-child English in the Ivy Dad app in May 2021, and the platform claimed to be zero yuan in learning and completed the cashback. In November 2021, after completing the platform task, the withdrawal was applied for on November 12, 2021. The platform accepted it, but more than 8 months have passed, and the queue is still more than 10,000 yuan, and there is no progress. The withdrawal has not been received. Ms. Liu believes that this is a fraud. Ms. Liu asked for the withdrawal amount to be returned immediately.

[Case 5] False marketing? "Dapeng Education" was accused of inducing students to register for loans. It was not informed in advance that the fee could not be refunded

htmlOn August 9, Ms. Huang, Henan Province complained to "Telephone Sue Bao" that it was Mr. Dapeng who took the initiative to add her and said that she could introduce part-time jobs, but she had to learn their corresponding courses. Ms. Huang thought he was very sincere at the time, so she paid to order their courses. The total is 4,100 yuan. Ms. Huang asked the teacher how much she could work part-time. He said that it would take only one month to learn.

Ms. Huang said that after she learned a month, she did not introduce her part-time job, and later she had no time to study when she went to school. During this period, the teacher of Dapeng Education also introduced her to a master's course of 3,600 yuan, but she refused at that time. Ms. Huang said that she was a student and had no source of income, but the teacher still asked her to pay the money and asked Ms. Huang to apply for installments. Finally, the teacher stopped after she clearly refused.

Later, Ms. Huang thought about it carefully and thought it was unreliable, so she went to the teacher at that time to apply for a refund because she did not learn a lot and did not start to let herself do part-time jobs. Ms. Huang chatted with the teacher for more than ten minutes, and he told himself that there is no refund now, but he never mentioned before that it is no refund now.

[Case 6] "VIPKID" teaches foreign teachers' classes without consent and broadcasts the classes. Refunds are not processed.

htmlOn August 11, consumer Mr. Ye complained to "Telephone Sue Bao" that he purchased 60 North American one-to-one foreign teachers classes on VIPkid on May 31, 2020. It has been impossible to continue teaching since 2021. At present, there is still a 4,000-yuan North American one-to-one foreign teachers course that has not been completed.

Mr. Ye said that he had filed a refund request, but vipkid refused to refund the fee. He exchanged North American foreign teacher classes for video classes recorded in advance without permission. It had no teaching effect or practical significance, seriously deceiving consumers and infringing on consumer rights. He contacted customer service many times to file a refund request but no reply was received. He repeatedly told his company that no one was in charge of the bankruptcy. Mr. Ye currently requested to refund the remaining class hours.

[Case 7] Insulting the student? "Yesaid.com" was accused of missing class hours for purchasing courses. The staff did not resolve it.

htmlOn August 29, Ms. Cao from Shaanxi Province complained to "Telephone Sue Bao" that she purchased the "Book of the Association & Junior & Education & Practical English Combination" course on the official website of the Yisaid.com e-commerce platform on August 1, 2021, with a total course fee of RMB 10,930. Later, during the course study, Ms. Cao found that the course was missing, so she gave feedback to the platform.

Ms. Cao found that the platform did not have a customer service center, and then she could only give feedback to the staff who registered at that time. Not only did the staff not solve the problem, she also insulted her. Ms. Cao said that it infringed on consumers' right to know the truth, security rights, fair trading rights, and , and the right to know for advice. In response, Ms. Cao's appeal was to safeguard her right to claim compensation according to law, to refund the tuition fee on Yeah.com, and to ask the staff who insulted her to apologize to her.

[Case 8] Students reported applying for refund of courses that they had not studied. "Gaodun Education" told me that they would not refund the courses after the deadline.

html On September 1, Mr. Hong from Guangdong Province complained to "Telephone Liebao" that he paid 45,000 yuan to participate in the course of Gaodun Education on August 2, 2021 under the guidance of the sales staff of Gaodun . The course name is: Central South University of Finance and Economics and Law - Apply for the Master of Economics -Master of Economics. The sales staff gave the introduction courses on July 30, 2021 the original tuition fee was 49,800 yuan, and the discount price was 45,000 yuan. After the class was closed at the end of the month, there was no such discount.

Mr. Hong said he was attracted by the course discount. Under the temptation of sales staff, he paid 45,000 yuan in tuition on July 31. The sales staff sent the course agreement to confirm the website signature on WeChat on August 2, 2021, without reminding the terms of refund.

In the past year, Mr. Hong found that he was not suitable for the course learning method. On August 26, 2022, he proposed to drop out and let Gaodun calculate how much tuition fees can be refunded. Gaodun’s reply has expired and the refund cannot be refunded. However, Mr. Hong believes that this course is valid until September 30, 2026. He hopes that Gaodun can give a refund after deducting the relevant fees, but Gaodun still refuses. Mr. Hong’s appeal is to refund the courses that have not been studied yet.

[Case Nine] Can you get a refund after applying for the exam? " One Boat Education " was accused of luring students to pay

html On September 8, Ms. He from Jiangsu Province complained to "Telephone License Bao" that she applied for fire engineer on May 27, 2021. At that time, the salesperson said that he had been able to apply for the worry-free VIP class type, and how much money can he have to be a year in an employer? Not long after signing up, another salesperson said that he could only pass the closed class type, and paid more than 10,000 yuan. Ms. He said she had no money, but she was insulted in various languages. She applied for a refund, and the other party looked for various reasons. At the beginning, she said that as long as she took the November registration exam and took a quota, she could apply for a refund. So Ms. He spent several hundred yuan to register for a registration. As a result, until today, no one responded to the question and refused to refund the money. She begged to call Bao to help solve this problem.

[Case Ten] Refunds become a problem? "Bangkao.com" was accused of harming the interests of users. The refund requirements were harsh

html On September 19, Ms. Zhao from Guizhou Province complained to "Check Libao" that she purchased the accounting junior high school entrance examination and verification exercise courses on Bangkao online on February 22, 2022. Before purchasing, she said that she could refund the fee if she had not taken the exam, and did not explain the refund requirements carefully. She does not need to take the exam now, but she cannot refund the fee. She requires more than 80% of all courses to take the exam, and requires more than 30 tests and more than 2,000 test questions. No refund will be given for various reasons.

Ms. Zhao said that they would definitely pass the exam if they meet the above conditions. Now there is really no need to study and test, so I asked the platform to help you get the Bangkao website refunded the fee. Ms. Zhao said that the books and textbooks are reserved and can be returned all of them. The epidemic is not easy now, and I don’t want to be cheated. I ask the platform for support and assistance. Thank you very much!