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Exclusive QR Code-Based Service Under Fire: The 3 Major Downsides to Contactless Ordering

Self-service ordering is the norm in many restaurants across China, but its benefits do not always outweigh the downsides.

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QR code-based ordering is the new normal in Chinese restaurants, but contactless ordering also comes with major downsides. In a recent People’s Daily article, consumers’ rights expert Chen Yinjiang argues that contactless ordering can’t be the sole service option offered by businesses.

Along with China’s rapid digitalization, QR code-based ordering has become the norm for many restaurants across the country. Although many see QR code-based self-service – from waiting in line to ordering and paying – as a convenience that also saves the restaurant costs on staff, there are also downsides to these digital developments.

Contactless ordering is not just the new normal in many restaurants, it often also is the only way in which customers can order.

In a recent article published by Chinese state media outlet People’s Daily, the deputy secretary-general of China Consumer Protection Law Society, Chen Yinjiang (陈音江), argues that business owners in China should offer customers the choice, saying: “Consumers have the right to choose whether they want to order by scanning a code or order through a waiter. Businesses can’t just consider the costs without considering the customer experience – especially when they neglect the requirements of elderly consumers.”

Image via http://www.hnntv.cn/

On Chinese social media, the criticism of exclusive QR code-based service in restaurants has become a hot topic of discussion. The hashtag “People’s Daily Discusses QR Code-Based Ordering” (#人民日报谈扫码点餐#) received 280 million views on Weibo on Monday.

Both the People’s Daily article and the online discussions mention the following three major downsides to QR code-based ordering.

 
1. Missing the Communication with the Waiter

One downside to contactless ordering is that customers miss out on the experience of communicating their order directly with the restaurant staff.

One reason why people would prefer to place their order directly with the waiter is that it gives them an opportunity to inquire about the menu, get advice on the best choice to make, and to communicate any special dietary wishes and preferences.

But another reason is simply that talking to restaurant staff is part of the dining out experience, with self-service ordering being a rather bleak substitute for those people who would actually like to have some more human interaction when they go out for food.

“If a restaurant only lets people order through smartphone and don’t offer a menu, the entire sense of ritual [of eating out] is gone,” one person comments, with others agreeing: “Ordering food is part of the dining culture.”

 
2. Leaving the Non-Tech-Savvy Customers Behind

Contactless ordering is also a nuisance to the elderly and non-tech-savvy customers who struggle to scan a QR code and place an order. For them, the process of online ordering is not convenient or fast but actually makes their restaurant experience all the more difficult and complicated.

“We live in an aging society. We really need to have other ways of handling this for the future,” one popular comment on Weibo said.

Other commenters also indicate that even for people who are used to ordering online, the process can be a nuisance. When changing their mind about their order, or accidentally ordering a wrong item, the entire order is gone and the customer needs to start from scratch again. This makes the process far less convenient than ordering with a staff member.

 
3. Privacy and Spam Concerns

There are also those who find that QR-based ordering is an invasion of their privacy. Many restaurants require customers to register or to ‘follow’ them on WeChat or elsewhere before allowing contactless ordering.

This means that customers do not only give away some personal information stored in their app profile, it also means that it is easy for companies to keep on sending promotions and other information to their customers long after they have left their restaurants.

While this might be an efficient marketing strategy for businesses, many people see this as a major disadvantage to QR-based ordering, and this complaint is one of the most-discussed ones on Weibo.

“Contactless ordering is actually a good thing, it is the fact that you need to register or follow the company before you can place an order that’s the problem,” multiple commenters say.

“I just want to order food – why would you need my phone number for that? Why would I need to follow your account for that?”

Many commenters on Weibo indicate that if restaurants only offer QR code-based ordering, they would rather not eat there at all.

Despite the criticism on self-service ordering, it is also praised by many. The general consensus on Weibo seems to be that virtual ordering is great, but should not be the only way to order and that smartphones and tablets should never replace ‘old-fashioned’ menus and waiters.

By Manya Koetse

Featured image via http://dc.wio2o.com/new/diancan.php

Spotted a mistake or want to add something? Please let us know in comments below or email us. First-time commenters, please be patient – we will have to manually approve your comment before it appears.

©2021 Whatsonweibo. All rights reserved. Do not reproduce our content without permission – you can contact us at info@whatsonweibo.com.

Manya Koetse is the editor-in-chief of www.whatsonweibo.com. She is a writer and consultant (Sinologist, MPhil) on social trends in China, with a focus on social media and digital developments, popular culture, and gender issues. Contact at manya@whatsonweibo.com, or follow on Twitter.

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China Digital

Will Weibo Become 30% State-Media Owned?

Alibaba is allegedly ready to give up its Weibo shares to SMG.

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Bloomberg recently reported that Chinese e-commerce giant Alibaba is preparing to sell its 30% stake in social media platform Weibo. According to people familiar with the matter, Alibaba is negotiating with the state-owned Shanghai Media Group (SMG).

News about Alibaba planning to sell all of its Weibo shares has triggered some online discussions on the Chinese social media platform. Bloomberg was the first to report that the Chinese e-commerce and IT enterprise is talking to the state-owned Shanghai Media Group (SMG) to sell all of its 30% stake in Weibo.

According to Bloomberg, the move relates to regulators wanting to curb the influence of Chinese tech giants in the media sphere. The Bloomberg article claims that SMG, as one of China’s largest state-owned media and cultural conglomerates, stands a higher chance of gaining the approval of Chinese authorities than a private acquirer.

SMG is a large state-owned enterprise with over a dozen TV and radio stations, many newspapers and magazines, various drama & film production and distribution businesses, and more. The company has a major media influence, not only in Shanghai but throughout the country.

According to Weibo’s 2020 annual reports, New Wave held a 45% stake in Weibo, followed by Alibaba with its 30%. New Wave is the holding company by Weibo chairman Charles Chao.

“Weibo will change into another channel for SMG,” some Weibo users predict, with others also sharing their fear that Weibo would become more and more like a platform for official media (“微博现在越来越官方化”).

“This would be a big milestone in the crumbling of Alibaba’s media empire,” another commenter wrote. Some wonder if the developments have more to do with Weibo as a platform, or with Alibaba and its media influence.

In March of 2021, the Wall Street Journal already reported that the Chinese government asked the Alibaba Group to dispose of its media assets due to concerns over the company’s influence in the sensitive media sphere.

“When Alibaba exits and state-owned capital enters, Weibo is expected to magnificently transform into a ‘state-owned enterprise’,” another Weibo user wrote.

Although some commenters worry that Weibo will change for the worse and that there will be more censorship, others see a sunnier future for the social media platform: “It would be good for Weibo to be ‘state-owned’ so that it won’t be controlled by capital to influence public opinion anymore.”

Chinese tech site 36kr also reported about the issue on January 1st, but neither Weibo nor Alibaba or SGM have officially responded yet.

By Manya Koetse

With contributions by Miranda Barnes.

Spotted a mistake or want to add something? Please let us know in comments below or email us. First-time commenters, please be patient – we will have to manually approve your comment before it appears.

©2021 Whatsonweibo. All rights reserved. Do not reproduce our content without permission – you can contact us at info@whatsonweibo.com.

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China Celebs

China’s Livestreaming Queen Viya Goes Viral for Fraud and Fines, Ordered to Pay $210 Million

Viya, the Queen of Taobao, is under fire for tax evasion.

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Viya, one of China’s most well-known and successful live streamers, is trending today for allegedly committing tax fraud by deliberately providing false information and concealing personal income.

The ‘Taobao queen’ Viya (薇娅, real name Huang Wei 黄薇) reportedly committed tax fraud from 2019 to 2020, during which she evaded some 643 million yuan ($100 million) in taxes and also failed to pay an additional 60 million yuan ($9.4 million) in taxes.

The Hangzhou Tax Administration Office reportedly ordered Viya to pay an amount of over 1.3 billion yuan ($210 million) in taxes, late payment fees, and other fines. On Monday, a hashtag related to the issue had garnered over 600 million views on Weibo (#薇娅偷逃税被追缴并处罚款13.41亿元#).

Viya made headlines in English-language media earlier this year when she participated in a promotional event for Single’s Day on October 20th and managed to sell 20 billion yuan ($3.1 billion) in merchandise in just one live streaming session together with e-commerce superstar Lipstick King.

China has a booming livestreaming e-commerce market, and Viya is one of the top influencers to have joined the thriving online sales industry years ago. When the e-commerce platform Taobao started their Taobao Live initiative (mixing online sales with livestreams), Viya became one of their top sellers as millions of viewers starting joining her channel every single day (she livestreams daily at 7.30 pm).

With news about Viya’s tax fraud practices and enormous fines going viral on Chinese social media, many are attacking the top influencer, as her tax fraud case seems to be even bigger than that of Chinese actress Fan Bingbing (范冰冰).

Chinese actress Fan Bingbing went “missing” for months back in 2018 when she was at the center of a tax evasion scandal. The actress was ordered to pay taxes and fines worth hundreds of millions of yuan over tax evasion. The famous actress eventually paid approximately $128,5 million in taxes and fines, less than Viya was ordered to pay this month.

Like Fan Bingbing, Viya will also not be held criminally liable if the total amount is paid in time. This was the first time for the e-commerce star to be “administratively punished” for tax evasion.

Around 5pm on Monday, Viya posted a public apology on her Weibo account, saying she takes on full responsibility for the errors she made: “I was wrong, and I will bear all the consequences for my mistakes. I’m so sorry!”

It is not clear if she will still do her daily live stream later today and how this news will impact Viya’s future career.

Update: Vaya’s live stream was canceled.

Update 2: Vaya’s husband also issued an apology on Weibo.

Update 3: Taobao has suspended or ‘frozen’ (“冻结”) Vaya’s livestreaming channel. Her Taobao store is still online.

By Manya Koetse

With contributions by Miranda Barnes.

Spotted a mistake or want to add something? Please let us know in comments below or email us. First-time commenters, please be patient – we will have to manually approve your comment before it appears.

©2021 Whatsonweibo. All rights reserved. Do not reproduce our content without permission – you can contact us at info@whatsonweibo.com.

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