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Read the official route before filling blanks; form mistakes often come from missing evidence.
For RMB 10 million at stake, dates, signatures and attachments deserve a second check.
Keep a copy of the submitted form and every supporting document.
Use Caira to draft a checklist and spot missing information before filing.
The national 12315 platform is an official starting point for many consumer complaints and market-regulation reports in China. It can be relevant when a consumer has a refund dispute, misleading advertising concern, defective goods issue, service problem, platform merchant dispute, or evidence of market-regulation misconduct. The practical risk is that users often submit an emotional story without the respondent business identity, transaction evidence, or a clear request.
This guide is for preparing a 12315 file. It is not a promise that the platform will accept every issue, order a refund, punish a business, or replace court, arbitration, police, housing, labour, or specialist regulator routes. Check the current 12315 and SAMR pages before submitting.
Mistake 1: confusing a complaint with a report
In everyday speech, 12315投诉 can cover many things, but the workflow may distinguish between asking to resolve your own consumer dispute and reporting suspected unlawful conduct. A refund request after a defective purchase is not the same as reporting a broader false-advertising pattern. Before filing, write one sentence describing the purpose: I am asking the business to refund or repair this order, or I am reporting suspected market-regulation conduct. If both are present, separate the facts so the platform can understand them.
Useful terms include 全国12315平台, 消费者投诉, 市场监管投诉, 举报, 商家名称, 交易凭证, 订单号, 发票, and 证据材料.
Mistake 2: naming the wrong business
The respondent should be identifiable. A storefront nickname, livestream account, delivery rider, salesperson, or shopping-app display name may not be enough. Compare the invoice, receipt, app order page, business licence display, contract, customer-service messages, payment account, courier label, and platform merchant page. If the seller is on a marketplace, record the platform, shop name, legal business name if shown, order number, and contact details.
Do not guess a company name from a search result if your actual receipt names someone else. If you are unsure, say that the business identity needs confirmation and attach the documents that show why.
Mistake 3: weak transaction evidence
A complaint should show what was bought, when, from whom, for how much, and what went wrong. Keep the order page, product or service description, advertisement, chat promises, payment proof, invoice, delivery record, photos or videos of the defect, warranty card if any, return request, customer-service replies, and any inspection or repair record. If the issue involves food, medicine, cosmetics, education services, housing rental agents, or another regulated field, keep packaging, batch numbers, contracts, and official notices where relevant.
Arrange the evidence in date order. A market-regulation officer or platform reviewer should not have to reconstruct the timeline from fifty unlabelled screenshots.
Mistake 4: asking for an unclear outcome
State what you are asking for in practical terms: refund, replacement, repair, cancellation, return of a deposit, correction of information, explanation, or investigation. Avoid vague requests such as handle this seriously unless you also state the transaction and remedy. If you are claiming a specific amount, show the calculation: price paid, amount refunded, disputed balance, shipping, repair quote, or other documented cost.
Be careful with compensation claims. Do not cite penalty amounts, deadlines, or legal consequences unless you have checked the current official law or received advice. A clean factual request is usually safer than an unsupported legal threat.
Mistake 5: using 12315 for every conflict
Some problems may need a different route. Wage arrears, divorce, criminal fraud, landlord-tenant filing, court enforcement, traffic issues, immigration, or private debt may fall outside the market-regulation complaint route. If the issue involves a rental agent or online seller, the facts matter: a consumer complaint may be possible for some transaction conduct, while housing bureau, police, court, platform, or contract-dispute routes may be more relevant for others.
A concise complaint draft in Chinese
本人于[日期]通过[平台/门店]向[商家名称]购买[商品/服务]，订单号为[订单号]，支付金额为人民币[金额]元。问题是：[简要说明事实]。本人已于[日期]联系商家，商家回复为：[简要说明]。本人请求：[退款/维修/更换/说明/其他]。随附订单、付款凭证、聊天记录、商品照片及相关证据。
After submission
Save the submission confirmation, complaint number, uploaded evidence list, any routing notice, business reply, mediation message, or closure notice. If the business offers a settlement, write down the amount, due date, method, and whether it resolves all issues. If 12315 says another authority or route is needed, save that response rather than starting over from memory.
Where Unwildered fits
Upload the order records, receipts, screenshots, chat logs, photos, refund requests, and draft complaint. Unwildered can help identify missing business details, structure the timeline, and turn scattered evidence into a clearer 12315 narrative before you use the official platform.
Sources
MOHRSS labour contract materials
NPC law database: labour dispute mediation and arbitration law
local HRSS or labour arbitration commission
SAMR consumer-protection materials
China Consumers Association
This article is general information, not legal, financial, medical or tax advice.
