Recently, the suspected issue of "non-refundable" for historical orders on the Meituan platform has appeared on Weibo's hot search list. According to Red Star News, one user's "refund process took as long as 8 months."
In this regard, Meituan’s latest response stated that regarding the group buying order cases involved in the above reports, the verification results showed that the user payment time was 20:27:16 pm on December 31, 2023, the payment amount was 19.6 yuan, and the payment method was digital RMB payment, involving a total of two group buying coupons. One of the coupons has been written off by the user, and the other coupon has not been written off for more than 350 days after purchase. The platform's "automatic refund" rule was triggered on December 16, 2024, and the system initiated the original refund process. The refund amount was digital RMB 9.8. However, the system's original refund request was rejected by the bank channel corresponding to the user's digital RMB account on the grounds that "the refund date has exceeded the limit."
Subsequently, the system tried to refund the Meituan balance according to general rules. As a result, the user's Meituan payment account was canceled at that time, making the refund unable to be completed.
After the system immediately sent a text message to notify the user that the refund needed to be processed manually, the user did not follow up for a long time. Until recently, after he proactively contacted the financial customer service, the customer service assisted him in completing the refund of 9.8 yuan according to the platform's general refund rules.
Last night, regarding the recent refund issue that users have been concerned about, the official Weibo account of Meituan Customer Service also issued a statement, saying that a special customer service team has been urgently established to conduct special collection, inquiry, and traceability of orders reported through various social media and other channels. At present, the problem of lagging refund information has been fixed and will help users trace every worried order. "If the user receives a 'refund successful' notification, the funds must have been returned to the user's account." The official Weibo account of Meituan customer service stated that there is no phenomenon such as "no refund without inquiry" or "deletion of orders".
The description mentioned that the problem of "user refund not arriving" is mainly divided into two categories: one is that the relevant information display of the platform's refund process is not updated in a timely manner, leading to user misunderstanding. At present, the product technical team has optimized the information display. Users who have refunded orders after 2017 can independently check the destination of their accounts, and the refund results will be displayed after the user refreshes. Users can check the refund status of historical orders before 2017 through customer service.