论电商平台消费者评价权的边界

On the Boundaries of Consumers’ Evaluation Rights on E-Commerce Platforms

摘要: 本文以《电子商务法》第三十九条第二款为中心，探讨消费者评价权的法律边界问题。该条款规定电子商务平台经营者不得删除消费者评价，表面上强化了对消费者评价权的保护，但在实践中引发了诸多争议。研究指出，消费者评价权并非绝对权利，而是一种依托于合同关系且具有公共信用功能的复合性民事权益。通过对该条款进行文义解释和目的解释，本文论证其应属管理性强制性规范，立法目的在于构建电子商务信用体系而非简单赋予消费者无限制的评价自由。在此基础上，文章引入《民法典》的诚实信用原则与禁止权利滥用原则，厘清“不得删除”规定的相对性，并构建三类例外情形：评价内容侵权、评价行为违法以及评价权滥用。同时，本文重新界定平台的法律地位，认为其应从被动的“信息通道”转变为“管理者”，承担分层次的注意义务。研究为司法实践中平衡消费者权益、经营者利益与平台责任提供了法理依据，对完善电子商务治理体系具有参考价值。

Abstract: This article centers on Article 39, Paragraph 2 of the E-commerce Law to explore the legal boundaries of consumers’ evaluation rights. This provision stipulates that e-commerce platform operators shall not delete consumers’ evaluations. On the surface, it strengthens the protection of consumers’ evaluation rights, but in practice, it has sparked numerous disputes. The research indicates that consumers’ evaluation rights are not absolute rights but rather a complex civil right that is based on contractual relationships and has the function of public credit. Through textual and purposive interpretation of this provision, the article argues that it should be regarded as a management-oriented mandatory norm, with the legislative purpose being to construct an e-commerce credit system rather than simply granting consumers unrestricted evaluation freedom. On this basis, the article introduces the principles of good faith and prohibition of abuse of rights from the Civil Code to clarify the relativity of the “no deletion” rule and constructs three types of exceptions: infringement of evaluation content, illegal evaluation behavior, and abuse of evaluation rights. At the same time, the article redefines the legal status of the platform, suggesting that it should shift from a passive “information channel” to a “manager”, bearing hierarchical duties of care. This research provides a legal basis for balancing consumers’ rights, operators’ interests, and platform responsibilities in judicial practice and has reference value for improving the e-commerce governance system.