Recently, a rumor has been circulating online claiming that the national 12315 platform has issued an official refund announcement, allowing consumers to apply for refunds on various expenses such as education and training courses, gym memberships, and prepaid cards. In response, China’s State Administration for Market Regulation (SAMR) clarified that this claim is false—the 12315 platform has never issued any such refund notice.The 12315 platform, operated by SAMR, serves as a consumer complaint and reporting channel—both via hotline and online—for addressing rights violations encountered during purchases or service usage. It forwards verified complaints to relevant authorities for handling but does not possess the authority to directly process refunds or return funds.SAMR urges consumers to avoid believing or sharing unverified online information, especially content involving financial transactions. If in doubt about any refund policy, consumers should verify it through the official 12315 website (www.12315.cn) or by calling the 12315 hotline. Keeping receipts and related documentation is also advised to support any potential consumer rights claims.The public is encouraged to approach online rumors rationally and help maintain a trustworthy digital environment and healthy consumer market.
近日，网络上流传一则所谓‘全国12315平台发布退费公告’的消息，声称消费者可通过该平台申请退还各类费用，包括教育培训、健身会员、预付卡等。对此，国家市场监督管理总局明确回应：该消息系谣言，12315平台从未发布此类退费公告。12315平台是国家市场监督管理总局设立的消费者投诉举报专线和网络平台，主要功能是受理消费者在购买商品或接受服务过程中遇到的侵权问题，并依法转交相关部门处理。平台本身并不具备直接退费或资金返还的职能。消费者如遇消费纠纷，应通过正规渠道提交投诉，由市场监管部门依法协调处理。市场监管部门提醒广大消费者，切勿轻信和转发未经核实的网络信息，尤其涉及金钱交易的内容，更需提高警惕。如对某项退费政策存疑，可登录全国12315平台官网（www.12315.cn）或拨打12315热线进行核实。同时，建议保留好相关消费凭证，以便维权时提供有效证据。请公众理性对待网络传言，共同维护良好的网络环境和消费秩序。
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