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Trendy O2O apps raise big safety issues
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FOR many of today’s Chinese people, everything is just a few clicks or taps away. From chefs and masseuses to hairdressers and driving coaches, using a smartphone to choose a variety of online-to-offline apps is easy.
Simply put, O2O is about directing online users to physical stores or bringing service providers to your home. It represents a new marketing opportunity for smaller merchants and retailers. Services can include cooking, hairdressing, car washing and house cleaning, among many others.
However, many are wary of allowing strangers into their home.
In a recent online survey of more than 1,000 people, almost 40 percent have tried such home services. Of those, nearly 80 percent think it convenient because they can stay home and payment is easy.
Among those who haven’t utilized the services, more than 70 percent expressed concerns about safety.
Yang Yang, 32, says he tried a popular home-cooking app in which a chef came to his home and cooked for his father’s birthday party and wasn’t satisfied.
“The chef didn’t show me his license or health certificate. When cooking, he didn’t wear a mask,” Yang says. “He also volunteered to buy the ingredients, but he didn’t provide the receipts. He just told me how much money he spent.”
Yang says he didn’t give a favorable comment, but the chef called several days later and begged him to change what he wrote.
“I’m not afraid of revenge, but I’m worried that my cell phone number and family address are not private anymore. If disputes occur, I’m in a disadvantageous situation,” he adds.
Shanghai Daily ordered cooking services from three cooking apps and asked the chefs to bring their health certificates. All of them refused. Two said they could bring their ID cards, but claimed the health certificates were in the restaurants where they work. The third chef said it was the first time a client had made such a request.
Helijia is one of the biggest O2O apps offering beauty services like manicures, pedicures and facials. So far the platform has gathered hundreds of freelance manicurists and stylists in six cities including Shanghai, Beijing and Hangzhou in Zhejiang Province.
Shanghai clerk Fiona Fu, 29, says she enjoys having a manicure at home and isn’t too worried about safety.
“Each time I’ll check the manicurist’s reviews. Most manicurists are young women and even if the worst thing happens, I think I can handle it,” she says.
Manicurist Hui Zi has an advanced certificate and has received 956 orders since joining Helijia. Her average price is about 195 yuan (US$31.4).
“I often establish good relationship with my clients, who will request my services the next time they want a manicure,” she tells Shanghai Daily.
However, an O2O app, which is often owned by an IT company, operates like an agency that organizes people to provide various services.
The director of an O2O app IT company has told Xinmin Evening News that they can’t 100 percent guarantee whether their service providers are truly qualified.
“We can’t say for certain if they are telling us the truth about their qualifications. If they are not, it is a big safety issue for our users,” the director admits.
In order to tackle this problem, different apps have set up their own thresholds. Helijia claims it verifies its manicurists’ ID cards and bank information. Every manicurist needs a guarantor in the same city and they will be equipped with a GPS device while working.
Shaofanfan, Shanghai’s first home-delivered cooking service app, admits it cannot verify the documents their chefs provide, but it does keep copies of their ID cards, qualifications and health certificates. The company adds that this month it has started giving receipts to its clients.
Diandao, which offers masseuses, claims it will strictly screen each therapist’s qualifications and establish a blacklist to eliminate unqualified individuals.
“We have two basic principles: We only offer safe massage services and forbid any medical services such as acupuncture and fire cupping; second, we also don’t allow our employees to sell any medical products,” Diandao’s eastern China director Chen Wei has told Xinmin Evening News.
Consumer rights have become a big issue as O2O apps become increasingly popular and disputes are almost inevitable.
If it is a brick-and-mortar store, people can complain to the local consumer protection committee or the administration of industry and commerce. “But where do I turn to for help if I vomit after a chef cooks a meal in my home or my pain worsens after a massage?” Yang asks.
Since most O2O apps are owned by IT companies or consulting firms, they often claim they are only an agency or advertising platform and are thus not responsible if anything goes wrong.
The Shanghai Consumer Council says it hasn’t received any complaints about O2O home services, but adds O2O apps is an emerging area. The council suggests users carefully check the app developer’s information and customer reviews before ordering any service.
Tips
• Check the service provider’s personal information and his/her qualifications and certificates.
• Call the platform to double check anything that appears dubious.
• Avoid being alone at home and keep valuables in a safe place.
• Keep all receipts after the service ends. Photos, recordings or screen shots can be used as evidence of services purchased.
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