Young people dare not give bad reviews.

Li Jiajia got into trouble because of a bad review.

The day after the bad review, the rider suddenly appeared outside the door and shouted, "Why did you give me a bad review?" I was deducted fifty dollars because of your bad review! " He shouted and knocked on the door, asking Li Jiajia to pay for it and apologize.

My 9-year-old sister was scared to cry, and Li Jiajia herself was very scared. She responded inside the door: "Then I will cancel the bad review, and you can go." But the rider squatted at the door for nearly an hour, muttering something, with no intention of leaving. Li Jiajia was afraid that he would do something to hurt them in a moment of excitement, so he called the police and contacted the community security and the takeaway platform.

Soon, the rider was persuaded to leave by a phone call from the platform supervisor. Before leaving, he turned back and added coldly: "I know your home address, building X 1xxx."

Li Jiajia’s experience is not an isolated case. In recent years, disputes caused by bad reviews have emerged in an endless stream: a man in Jilin gave an anonymous bad review to the rider and was retaliated by painting at home; The netizen gave a bad review to the clothes online, and received the shroud sent by the merchant a few days later; A student gave the book a two-star bad review, but was reported to the school by academic leaders …

Originally, people’s evaluation is an important reference factor for other people’s consumption. Planting grass or lightning protection can be quickly determined after visiting the evaluation area. Take-away, express delivery, online shopping, online car rental, book audio and video ratings are all the same.

However, with the increasing information leakage, people are almost streaking on the Internet, and users who give bad reviews are easy to be accurately located. The alphabetical list searched for the keyword "privacy disclosure" on "black cat complaints" and there were 9405 related complaints.

According to "Suggestions and Countermeasures for Consumers’ Malicious Harassment of Bad Reviews in Online Shopping", in 2017, a total of 306 consumers in Heilongjiang Province gave moderate reviews or bad reviews to their purchased goods and services, among which 263 consumers received malicious retaliation such as harassing calls and text messages, accounting for 85. 9%.

Poor privacy protection, coupled with the influence of negative news,Many young people began to change their original evaluation habits, preferring to suffer a little loss rather than bear the potential risk of retaliation.

When browsing social platforms, the Alphabet List (ID: wujicaijing) found that many netizens are experiencing a similar dilemma: they want to give bad reviews and are afraid of retaliation.

ID "Daidai Boss" wrote in Weibo: "Seeing the rider is so hard, I haven’t given a bad review to the rider for several years. I must give a bad review to the rider with extremely bad attitude in a few days. If I am not afraid of being retaliated, I really want to give it now."

ID "Superman brand Jenny" also said: "I gave a takeaway a bad review, and I was afraid of being retaliated. I secretly canceled it. How could this be?" Similar to this kind of exclamation, Weibo has it every day.

Bad reviews, originally just a personal subjective judgment on goods or services, have quietly changed their taste.Every bad review is like a thunder buried on the internet, and you don’t know when it will suddenly explode.

A

That day, Li Jiajia was busy outside and ordered a takeaway for her sister. She didn’t trust her sister to be at home alone, and she was on the phone all the time, so the phone of the takeaway rider couldn’t be connected. Later, when the rider delivered it to the door, he scolded his sister: "Why didn’t you answer the phone just now? What’s the matter with you? "

Li Jiajia on the other end of the phone was angry. "That tone is like eating my sister." When she got home at night, she couldn’t help but give the rider a bad service attitude.

It was the first bad review in her life, which was intended to improve her attitude. She thinks that everyone is a migrant worker, so there is no need to embarrass each other, and she never thought that this bad review would make the other party’s income hit Shui Piao.

On the day when Li Jiajia was approached by the rider, the stationmaster of the takeaway platform explained the punishment result to her: "The rider was suspended for one week and fined 500 yuan." But instead, she began to worry about whether the other party would bear a grudge, and she didn’t dare to go out for the next two days. After this incident, she decided that in the future, "I would rather not comment or make bad comments, and it is better to have more than one thing."

Li Jiajia’s fears are justified,On the platform, even anonymous evaluation is not necessarily safe.

In July this year, Mr. Guo of Jilin gave the rider an anonymous bad review, and the door and fingerprint lock at home were painted by the rider. In an interview with Zhengguan News, Mr. Guo said: "Because I am anonymous, but the rider knows that I gave him a bad review, anonymous evaluation is meaningless."

A takeaway merchant, Ah Hao, revealed to the alphabet list:"Take-away bad reviews are almost impossible to find out.Distribution personnel, team leader, manager and customer service all have the right to inquire, because this is related to the salary of distribution personnel, which will be recorded. Although there is a confidentiality agreement, it can be found by basic inquiry. "

Li Mingyue, a psychological counselor, analyzed the alphabet list: Young people dare not give bad reviews because of potential fear. Although the specific incident of injury has not yet happened, the assumption that once it happens, no one will help in the process and no one will care afterwards will still make young people feel anxious.

Dr. Norberto Levy, a psychotherapist, said: "When you feel threatened, if you feel that you have no ability or resources to solve it, you will feel worried and distressed. For example, most people will feel scared when driving at a speed of 300 kilometers per hour, but professional racers will not. "

Lawyer Fang also told the alphabet list: consumers are threatened by phone calls and verbal threats from takeovers, which are generally warned according to the Public Security Administration Punishment Law, and they are sentenced to administrative detention for up to 15 days; Such as blocking the door, kicking the door and direct attack in the news, administrative detention will be carried out. However, because the takeaway brother belongs to a vulnerable group, sometimes the police may persuade the two parties to mediate without causing substantial harm. Moreover, the takeaway workers are all outsourcing labor services, and it is difficult for consumers to blame the platform. "

Some people don’t think so much. Liu Yi, who often orders takeout, feels that it is still necessary to give bad reviews. Liu Yi just graduated this year and worked as an art teacher in a middle school. She took out a serious look of educating children in the class and told the alphabet list: "To treat the takeaway as equal as friends, for example, if the other party has a bad attitude, you have to tell the other party that I will be unhappy with your attitude, and he will be ashamed first."

I really can’t communicate and give a bad review. "If he is crazy, I am crazy, who won’t?"

B

In the first half of this year, Zhao Wen received a phone call from a merchant: "If you don’t delete the bad reviews, I will start bombing you by phone. The information is so developed that friends around you can’t escape."

The retrospective reason is that Zhao Wen bought a chair on Taobao, and the package was still waiting to be collected six days later. In the following days, Zhao Wen urged the customer service several times. The customer service said that it would urge the logistics. Until the tenth day after delivery, the order was automatically completed and the money was paid to the merchant. Zhao Wen’s chair has not yet been received.

Two days later, Zhao Wen gave a bad review and soon received the above threatening phone call.

Young people are afraid to give bad reviews. In fact, privacy is only one of the reasons. Another reason is that people have become zero tolerant of bad reviews.

Nowadays, when young people want to go to a restaurant, they may first go to the public comment or the little red book to see other people’s true comments. A large part of those restaurants in online celebrity continue to drain through good word-of-mouth, and the traffic is transformed into young people who queue up offline for two or three hours in order to punch in-that’s real consumption power.

But how to build a restaurant in online celebrity, bad reviews are unavoidable topics. Many merchants let customers give praise spontaneously by sending overlord meals, which can increase the traffic weight of stores.

Similarly, how much they love praise, the more they hate bad reviews. Some netizens concluded that a bad review may need three or four favorable comments to offset the impact. Taobao shop has 48 points every year. After one year, the score is cleared, which is similar to a driver’s license. Too many bad reviews will affect the store traffic.

Traffic and interests are linked, and some businesses will not hesitate to find someone to brush praise in violation of regulations and delete bad reviews for compensation to maintain their credibility. It is not difficult to explain why professional bad reviewers are so unpopular, why give a bad review, and businesses will run away like a snake that has been hit seven inches.

When the angle of view is cut to the rider, the score becomes real money. A takeaway delivery team leader told the alphabet list: "The amount of money deducted by takeaway riders is different from place to place. Crowdsourcing basically does not deduct money, and special delivery will deduct it, but the punishment is different, with ten, fifty and one hundred.

As a result, merchants and riders, and even any link that may reveal privacy, can hold customers’ privacy and turn it into a sharp knife in their hands, making the situation more tense.

Like a takeaway rider. Different from express delivery and online shopping, take-out is more timely. If the meal doesn’t arrive within an hour, it may affect the taste, while traffic conditions, rainy days and car power failure may all lead to the rider’s overtime.

At the entrance of the international trade office building, the white-collar workers who arrive at the meal are black and white, brushing their mobile phones and waiting. Once the time is overtime for half an hour, the experience of this meal will not be very good, and bad reviews often happen in the long wait.

The take-away cabinet in the office building is a good invention, which shortens the time when the orderer needs to wait for the take-away clerk downstairs, but the problems encountered by the take-away clerk, such as algorithms, rewards and punishments, and force majeure factors, still cannot be shaken.

Gao Han, the party who was reported to the school because of the bad review on Douban, shared her opinion on the alphabet list: "I personally think,Nowadays, it seems difficult for people to face up to bad reviews, which may be because the social pressure is too great and they need to show their competitiveness with perfect zero bad reviews. I understand it as a social blx. "

"But if you want to buy something and open the comment area, it’s all like a panacea. Don’t you think it’s terrible?"

C

In the view of Liuli, the rider of Meituan, the rider’s door-to-door revenge should be cornered.

Liuli delivers takeout food in Beijing, rain or shine, he can earn 89,000 yuan a month, while a bad review will deduct 50 yuan, which can catch up with the meal for one day. In the past two years, bad reviews have been like a big aunt, and they come once a month.

What makes him feel wronged is that it is not his fault to receive bad reviews most of the time. For example, one day at noon, he had to deliver several orders at a time, and a person lived far away, and Liu Lixian had to deliver them to her. The problem is, if I sent it to her first, the other orders would definitely be overtime, so he still followed his own route and got a bad review.

So is a Taobao shop owner, who often meets customers who make bad comments when they don’t agree. The person who impressed me the most was the one who used the goods for half a year and asked for a return after normal wear and tear. He looked at the customer’s righteous appearance and wanted to scold him, which made his absurdity laugh again.

As a group of bad reviews, riders and merchants are sometimes helpless. The hidden logic of not daring to give bad reviews is that human nature is evil, and this group is regarded as a potential criminal.

In this way, the two groups who gave bad reviews and those who were given bad reviews saw very different landscapes. Consumers see that they are clearly customers, but they lose the confidence to give bad reviews; The rider sees that he works hard, but he has to pay for the mistakes that he didn’t make; The merchants saw that they were trapped by unscrupulous customers.

Ahao believes: "The platform is the big winner behind it. The consumer gave the rider a bad review, and the platform imposed a fine on the rider. The consumer was hated and the fine went into the platform pocket. "

Ahao’s statement may be unfair to the platform. According to the alphabetical list, the platform is also working to eliminate the anxiety of users and merchants (riders) in bad reviews.

On September 23rd, last year, the mobile phone Taobao Store C (individual merchant) ushered in a revision. The "medium bad review" that has existed since 2003 was hidden. Only by opening descriptive labels such as "big version" and "bad feeling" can we see the medium bad review.

According to media reports, the original evaluation system was designed to solve problems, but now it deviates from the original intention. Because bad reviews have a great influence on stores, but they are meaningless to consumers’ specific decisions, it is better to follow the example of Pinduoduo, JD.COM and Tmall and guide consumers to describe their experience, which will not only benefit businesses, but also reduce the negative intervention in shopping.

But less than a month later, Taobao’s bad reviews quietly resumed, and Taobao explained that this revision test still needs market feedback.

During the revision test, a shopkeeper told Zhongxin. com that after the cancellation of the bad review, the conversion rate of the store declined. "Buyers can’t see the bad review after shopping around, thinking that the praise is all brushed." There are also many buyers who have said that they don’t know how to buy things without the bad reviews.

A few days ago, the alphabetical list search found that Taobao can still give a bad review. Before the evaluation, it showed that "the bad review will take effect after 48 hours." But even if the revision finally fails, it is still an active exploration.

Meituan is also looking for a solution. In July this year, WeChat official account, the official of Meituan, revealed that it was improving the problem of riders’ complaints about bad reviews.

Some riders said that they were badly evaluated and there were many helpless situations, such as not being able to contact customers; Merchants are slow to eat; It is unfair to the rider that the buyer asks to bring garbage downstairs. Although riders can complain about bad reviews, unreasonable bad reviews can be screened out through complaints, but the corroboration process is relatively complicated.

The solution given by Meituan this time is to sort out more than 30 common scenes, which can quickly solve the bad reviews caused by non-riders’ own reasons. If you can’t contact users, you can report them directly. You don’t need to appeal. If you still have problems, you can apply for manual customer service judgment.

What platforms need to do most now is to protect users’ privacy and dispel the hesitation of young people to give bad reviews.

A person in charge of Meituan’s take-away operation told the alphabet list: "Meituan has noticed this problem from a very early date, so the phones on the merchant side and the rider side are virtual numbers, and after the order is completed, the platform will block the contact entrance. As for privacy leaks in other links, we have a special background-Tianyan system to deal with them. If a merchant obtains data by improper means, the platform will immediately go offline and blacklist him after verification. "

Platforms hope to explore a better evaluation mechanism to avoid the damage to the interests of merchants and riders, and to prevent young people from making decisions under the fear of retaliation. This exploration is undoubtedly long.

And what can young people do before it is solved? Li Jiajia suggested that you should fill in the community or post office when ordering take-out and sending express delivery, and don’t be accurate to the specific door number. Lawyer Fang suggested that if the situation is not right, call the police at any time and don’t imagine that you can solve it completely.

The response method in the netizen’s paragraph is: when giving bad reviews, intentionally or unintentionally revealing the information that he has been in prison for eight years. "So no one dares to retaliate?"

(In this article, Li Jiajia, Ahao, Liuli, Zhao Wen and Liu Yi are pseudonyms.)