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Shares of the largest on-demand delivery service provider in China increased following an apology and resolution regarding an issue with incorrect refund information linked to users’ expired vouchers. The company’s stock climbed 3 percent to HKD 122 (approximately USD 15.62) as of 3:20 p.m. local time in Hong Kong.
The problem stemmed from incomplete updates on refund statuses for vouchers, which has now been corrected by the company’s technical team, according to a statement posted on the firm’s customer service account on Weibo late yesterday.
Recently, some users reported on social media that they had not received refunds for various group-buying vouchers, even though some were supposed to be refundable upon request or automatically refunded upon expiration. Several customers observed messages on the platform indicating “Refund Successful” or “Under Review,” yet no refunds were processed.
Users pointed out that certain vouchers purchased between 2014 and 2016 showed an unsuccessful refund status despite their expiration dates, while others claimed refunds approved in 2018 appeared in their accounts only recently.
In response to the spike in customer inquiries, the company quickly assembled a dedicated customer service team to gather feedback, investigate, and trace orders from social media comments.
The company stated, “The issue of delayed refunds has been fully addressed, and we are committed to helping users trace every order they have concerns about. Based on our review of the order data, each refund transaction can be tracked, and users can verify their reimbursement status.”
It clarified that the problem was only related to incomplete or outdated refund information and did not involve situations of refunds being denied without inquiry or orders being deleted, offering an apology for any confusion caused.
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