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随着商家对顾客(Business-to-Customer,B2C)的电子商务井喷式发展,在交易过程中处于弱势地位的消费者权益屡遭侵害,保护消费者权益是稳定B2C电子商务发展的基础。文章通过对国内B2C主要交易平台消费者投诉数据的实证分析,提出B2C电子商务中消费者权益的构成情况,指出每一个权益的侵害成因、表现形式和保障基础,并提出了权益保护的具体措施。
With the business-to-customer B2C e-commerce development, the disadvantaged consumer rights and interests in the transaction process have been repeatedly infringed. The protection of consumers’ rights and interests is the basis for the stable development of B2C e-commerce. Based on the empirical analysis of consumer complaint data of B2C main trading platform in China, this paper puts forward the composition of consumer rights and interests in B2C e-commerce, points out the causes, manifestations and guarantee basis of each of the rights and interests, and puts forward specific measures for the protection of rights and interests .