电商平台中消费者权益保护的法律问题研究——以“校园送”为例

Research on Legal Issues of Consumer Rights Protection in E-Commerce Platforms—Taking “Campus Delivery” as an Example

摘要: 为解决外卖无法入校、配送方式受限等问题，某电商平台率先推出外卖“校园送”服务，旨在解决配送“最后一公里”。此项服务通过试点后在全国各个地区推行起来，并带动各个电商平台陆续推出“校园送”服务。该服务为广大消费者带来便捷的同时也因其特殊的参与主体与服务场景，衍生出一系列独特的消费者权益保护法律问题。然现有的法律法规并不足以解决此新兴事物对消费者带来的各种问题。在此背景下，对于研究“校园送”服务中消费者保护出现的法律问题就尤为重要。本文将从“校园送”的服务模式和法律特征入手，根据当下“校园送”中消费者权益保护的立法现状和面临的问题，深入剖析消费者权益保护问题的成因，结合当下实务实践提出完善“校园送”中消费者权益保护的具体路径并给出自己的法律思考。

Abstract: To address issues such as the inability of food deliveries to enter campuses and restrictions on delivery methods, an e-commerce platform took the lead in launching the “campus delivery” service. This service aimed to solve the “last-mile” delivery problem. After a pilot program, it was rolled out across various regions in the country, prompting other e-commerce platforms to successively launch their own “campus delivery” services. While this service has brought convenience to a large number of consumers, it has also given rise to a series of unique legal issues related to consumer rights protection due to its special participants and service scenarios. However, existing laws and regulations are insufficient to resolve the various problems that this emerging service poses to consumers. Against this backdrop, researching the legal issues concerning consumer rights protection in “campus delivery” services has become particularly important. Starting from the service model and legal characteristics of “campus delivery”, this paper will first analyze the current legislative status and existing challenges of consumer rights protection in “campus delivery” services. It will then conduct an in-depth exploration of the causes behind these consumer rights protection issues. Finally, combining current practical experiences, the paper will propose specific paths to improve consumer rights protection in “campus delivery” services and present the author’s own legal reflections.