Some consumers reported that they were unable to place orders for their Tmall Supermarket consumer cards that they had charged more than 20,000 yuan.The consumer said that in order to get a better price during the 618 event, he started to top up his Tmall Supermarket consumer card from May 20, but starting from May 25, when he used his own account to make purchases, it would show "Purchase failed."
The consumer said: "It was normal before, but now I can't buy anything. There is more than 10,000 yuan left in the card, and some red envelopes have expired."
In fact, this is not an isolated case. On the Black Cat Complaint Platform, a search for "Tmall Supermarket cannot place an order" found that there are currently 5,543 related complaints.
According to previous media reports, some consumers are restricted from consumption on Tmall platform mainly for the following reasons:Due to improper means of purchasing or using consumer cards, using cheating tools to make false transactions, and using process convenience to provide large refunds, etc.
However, the above-mentioned consumer said: "I have no similar malicious behavior, and most of the goods purchased are ordinary daily necessities."
In this regard, the media contacted the Tmall platform, and customer service said: "The inability of the account to place an order may be due to system setting errors, poor network signal, or too many people placing orders."
Customer service also said:"We have learned about the consumer's situation and will transfer it to the relevant departments as soon as possible to verify and find out the reasons. We will also provide appropriate solutions to the problems of being unable to place orders and expired red envelopes."