Legal analysis: when consumers encounter refund problems, they can choose to negotiate with the merchants. If negotiation fails, you can report to the Consumers Association for mediation. If mediation fails, a lawsuit may be brought to the relevant people's court.

Legal basis: Article 9 of the Law of People's Republic of China (PRC) on the Protection of Consumer Rights and Interests states that consumers have the right to choose their own goods or services. Consumers have the right to choose their own operators to provide goods or services, choose their own varieties of goods or services, and decide whether to buy or not to buy any kind of goods or accept or not to accept any kind of services. Consumers have the right to compare, identify and choose their own goods or services.