Recently, consumers have reported that ofo has been unable to refund the deposit within the app, the "refund deposit" button is gray and cannot be clicked, the balance cannot be refunded online, and the customer service call cannot be connected. Ofo responded to the media that it's normal to return the deposit at present, but the statement can't persuade users, 'online and telephone can't return the deposit, which is not normal?' a large number of users said that 15 working days of ofo can't be cashed at all, and the deposit they applied for a month ago hasn't received a refund.
The reporter saw that at present, in the app of ofo, the bottom 'refund deposit' button still exists, but it is gray and cannot be clicked. 'I can't click the refund deposit here. Ofo pits me for 99 yuan'. Ms. Zhang from Taiyuan told reporters that she didn't know what to do with the 99 yuan deposit and 15 yuan balance in ofo, and there was no refund in app.
'now the refund is normal. The normal refund process is from 0 to 15 working days. If there is any abnormal refund, you can call our manual customer service number. At this stage, it may be busy sometimes, and there will be a little more callers, so it may be necessary for you to call more times. 'the head of ofo said in an interview with CCTV reporters. Yesterday, the reporter tried to call the ofo customer service number for many times, and they all prompted "sorry, the number you want is busy", and they were directly hung up.
Two months ago, Xiaobian applied for refund of deposit at ofo client. During this period, Xiaobian queries the ofo page many times, which is always displayed as waiting for acceptance. Today, the editor found that the page status has changed to the original way of deposit return failure.
However, the 15 refund working days agreed by ofo could not be realized. Another user, Mr. Wang, said that he quickly chose to refund the deposit when he saw some rumors of ofo at the end of October, but he has not received it so far. 'the agreed 15 working days can't be cashed at all,' Mr. Wang said. At present, the system has been displaying 'refunding', allowing users to choose to recharge the deposit as the balance, 'the deposit recharge balance, you can enjoy the ride without deposit'. 'this is ridiculous. Can the deposit and balance be converted? My balance is not used up yet!' Mr. Wang said. There are not a few users with the same situation as Mr. Wang.
In response to this, ofo said that the gray button of refunding deposit is a normal state, which is a normal retention user setting, and there is no case that it cannot be clicked. In the absence of verification from ofo, it is an extremely irresponsible behavior of the title party to hastily exaggerate some problems caused by network reasons to online refunding deposit.
In response to the CCTV reporter's interview, the head of ofo said: 'we now return the deposit is normal, and the normal return process is within 0 to 15 working days. If there is an abnormal refund, you can call our customer service hotline. At this stage, it may be busy sometimes, and there will be a little more callers, so it may be necessary for you to call more times. '
Economic Daily: a byproduct of innovation
Recently, ofo, a bicycle sharing enterprise, was exposed by the media that it was difficult to return the deposit. According to reports, when many users apply for refunding the deposit in ofo, the system prompts that they can transfer the deposit to ppmoney, the Internet financial platform. Although ofo and ppmoney respectively responded, saying that this approach is not mandatory binding, and users can choose according to their own needs, it is an indisputable fact that the deposit of shared bicycle is hard to be refunded.
In recent years, the new business form represented by bike sharing was once the most popular field of entrepreneurs and favorite of capital, because it aimed at the 'pain point' of consumers' daily life. However, after experiencing the wave of the market, some bike sharing enterprises that initially showed themselves as innovators gradually deviated from the original intention of solving the "pain points" for users after gaining the dominant position in the industry, exposing new "pain points" such as hard to find vehicles, high damage rate and hard to return deposit.
The deposit problem has become a common focus of the sharing economy. On the one hand, the 'fund pool' formed by the user's deposit is not open and transparent enough, and the flow and use of funds are not standardized. Although some enterprises have signed deposit agreement with banks, they have not made actual connection, which implies potential financial risks; On the other hand, due to the rapid growth of bike sharing platform and fierce market competition, the situation of oversupply has brought pressure on some enterprises. In order to avoid the break of the capital chain, many enterprises directly use the user deposit for the company's operation and purchase of vehicles, etc. once the enterprise's operation is poor, it is easy to cause the user deposit loss, resulting in the actual consumption risk.
For this reason, as early as last August, the guidance on encouraging and regulating the development of Internet rental bicycles issued by the Ministry of transport and other 10 departments clearly proposed that the safety supervision of users' funds should be strengthened. According to the regulations, when enterprises collect deposits and prepayments from users, they should strictly distinguish their own funds from user deposits and prepayments, open a special account for user deposits and prepayments in the place where the enterprises are registered, implement the special use of funds, accept the supervision of transportation, finance and other competent departments, and prevent and control the risk of user funds. However, from the fact that many consumers have suffered deposit loss and no way to protect their rights after the collapse of Kuqi bicycle, Wukong bicycle, Xiaoming bicycle and other enterprises, the implementation effect of relevant regulations is not satisfactory.
One entrepreneur once said that the problem was the 'byproduct' of innovation. Because the innovation of any product and service mode will inevitably bring about such new problems. For bike sharing enterprises, the difficulties encountered in the process of innovation are not terrible. The key is to have the courage to face the problem and the wisdom to solve the problem, instead of blindly passing on the cost and risk to consumers. Taking the deposit problem as an example, bike sharing enterprises collect deposits from users, mainly to prevent users from dishonesty. However, from the perspective of solving 'pain points' and improving experience, is there any better alternative to collecting deposit to prevent the problem of dishonesty? In this regard, the industry leaders such as ofo should be particularly responsible.
Now, the construction of social credit system is accelerating, and some bike sharing enterprises are following the trend, taking the initiative to innovate, and taking substantive steps in replacing deposit with credit. For example, many bike sharing enterprises cooperate with sesame credit, users who have reached a certain credit score can enjoy 'zero deposit' car rental, and some have launched 'no threshold' deposit free service. In the field of housing rental, many rental agencies also offer the privilege of free deposit for the new graduates. These innovative measures are not only popular with users, but also in line with market rules. It is expected that more and more enterprises in the "tuyere" of the sharing economy will be able to learn from the lessons of the deposit, actively seek change, and make the dividend of innovation really benefit consumers.