{"meta":{"exportedAt":"2026-10-15T06:57:10.819Z","formatVersion":2,"selection":{"q":"online-shopping","system":"","harm":"","context":"","country":"","role":"","relation":"core","evidence":"","year":"2026","response":"","severity":"","verification":"","view":"incidents","sort":"added"},"totalIncidents":1,"coverage":{"cases":1,"countries":0,"languages":1,"unknownLocation":1,"locationPending":0,"unknownLanguage":0,"unknownDate":0,"lawsuits":0,"regulatory":0,"minors":0,"coreRelations":1,"contextualRelations":0,"mixedRelations":0,"unknownRelations":0,"relationPending":0,"relationUnknown":0},"countingNote":"Distinct public cases in this selection. People counts apply within individual cases only; cross-case person overlap has not been resolved. No population incidence estimate.","affectedCountNote":"Interpret person counts with affectedCountStatus and the reported effects. Unquantified zeros are placeholders, not a measured zero.","source":"AI incidents","publisher":"NOPE","url":"https://nope.net/incidents","license":"CC BY 4.0"},"incidents":[{"id":"2026-shopper-late-phone-order-ai-customer-service-looped-replies-no-human-until-consumer-council-mediation","caseFacts":{"claims":[{"id":"c1","status":"reported","evidence":[{"locator":"'他花了12099元在某平台购买某品牌手机，商家未按约定时间发货'","relation":"supports","source_id":"s1"}],"assertion":"Xinmin Evening News reports that a shopper paid 12,099 yuan for a branded mobile phone on an online platform and that the merchant did not ship it at the agreed time.","causal_attribution":"The newspaper's account of the case."},{"id":"c2","status":"reported","evidence":[{"locator":"'他多次联系客服，却只得到了AI的自动回复，翻来覆去就那几句话，始终无法转接人工处理'","relation":"supports","source_id":"s1"}],"assertion":"According to the report, he contacted customer service many times but received only the AI's automatic replies, which repeated the same few sentences, and could never be transferred to a human agent.","causal_attribution":"The newspaper's account; the AI description is the report's, and the chat record is not published."},{"id":"c3","status":"reported","evidence":[{"locator":"'经上海市消保委调解，所购买的手机终于在10月6日送到'; '只获得了100元优惠券的补偿'","relation":"supports","source_id":"s1"}],"assertion":"After mediation by the Shanghai consumer council the phone was delivered on 6 October, and his only compensation for the extra days of waiting was a 100-yuan coupon.","causal_attribution":"The newspaper's account of the outcome."},{"id":"c4","status":"reported","evidence":[{"locator":"'而市消保委长假期间受理的3575件网络购物相关投诉中，涉及“客服联络不畅”的投诉达1174件'","relation":"supports","source_id":"s1"},{"locator":"'长假期间，市消保委系统共受理网络购物相关投诉3575件，其中涉及客服联络不畅的投诉1174件'; 'AI客服循环应答、承诺不实、生成信息不准，人工接入困难等问题较为集中'","relation":"supports","source_id":"s2"}],"assertion":"The Shanghai consumer council system received 3,575 online-shopping complaints over the National Day holiday, 1,174 of them about difficulty contacting customer service, and its release lists looping AI customer-service replies, untrue promises, inaccurate generated information and difficult access to human agents among the concentrated problems.","causal_attribution":"The council's figures and characterisation, relayed by two newspapers from one release."}],"effects":[{"label":"late phone order could not be escalated past repeating AI replies until consumer-council mediation","claim_id":"c2","direction":"negative"}],"sources":[{"id":"s1","url":"https://m.sohu.com/a/1087283351_121286085","kind":"news_report","access":"read","language":"zh","translation_note":"Read in Chinese on 2026-10-15 from Xinmin Evening News's account on Sohu (mobile page, full text present); translated by the research agent (an AI), not by a human translator. The newspaper's own reporter compiled the case and the council's figures.","independence_group":"shanghai-consumer-council-national-day-2026-disclosure"},{"id":"s2","url":"https://finance.sina.cn/2026-10-10/detail-iniutqmf6003351.d.html","kind":"news_report","access":"read","language":"zh","translation_note":"Read in Chinese on 2026-10-15 from Sina Finance's copy of a Laodong Bao report; translated by the research agent (an AI). It relays the Shanghai consumer council's National Day figures and does not mention this shopper; same council disclosure as the figures in s1.","independence_group":"shanghai-consumer-council-national-day-2026-disclosure"}],"version":1,"ai_roles":["institutional_use"],"contexts":["everyday_life"],"unknowns":["The platform, the merchant and the phone brand, which the report does not name.","The purchase date and how many days late the delivery was.","The platform's account and the customer-service chat record.","Whether the automatic replies came from a generative model or a scripted bot.","Where the shopper lives."],"geography":{"basis":"The Shanghai consumer council mediated the complaint, but the report does not say where the shopper lives, where the platform or merchant is based, or where the order was placed; no country is recorded from the mediator's seat.","court_countries":[],"event_countries":[],"affected_person_countries":[]},"publication":{"basis":"Published as a concrete adverse experience with a platform's AI customer service: Xinmin Evening News reports that a shopper's repeated contacts about a late phone order got only repeating AI replies and no human, and that delivery followed only consumer-council mediation. Claims are attributed to the newspaper and the council's release.","reviewed_on":"2026-10-15"},"ai_involvement":{"basis":"Xinmin Evening News reports that the shopper's repeated contacts about his late phone order received only the AI's automatic replies, the same few sentences over and over, and that he could never be transferred to a human; the report connects this to the unresolved delay that ended only after the Shanghai consumer council mediated. The platform, the chat record and the kind of AI system (generative or scripted) are not reported.","status":"reported"},"person_relations":["communicated_with"]},"name":"Xinmin Evening News says a shopper's late phone order got only repeating AI customer-service replies and no human until Shanghai's consumer council mediated","summary":"Xinmin Evening News reported on 13 October 2026, in a piece on consumer complaints over the October 2026 National Day holiday, a shopper who paid 12,099 yuan for a branded mobile phone on an unnamed platform; the merchant did not ship it at the agreed time. According to the report, he contacted customer service many times but got only the AI's automatic replies, the same few sentences over and over, and could never get transferred to a human. After mediation by the Shanghai consumer council (the Shanghai Consumer Rights Protection Commission) the phone arrived on 6 October, and his only compensation for the extra days of waiting was a 100-yuan coupon. The council's holiday figures, relayed by Laodong Bao, list looping AI customer-service replies and difficulty reaching a human among the concentrated problems. The platform, merchant and chat record are not reported.","incidentDate":"2026-01-01","incidentEndDate":"2026-10-06","incidentKind":"single_event","incidentDatePrecision":"year","exposurePattern":"repeated_interactions","reportedDate":"2026-10-13","aiSystem":"An online shopping platform's AI customer service, which the report says answered a shopper's repeated contacts about a late order with the same automatic replies and did not transfer him to a human","aiProduct":"Unidentified customer-service chatbot","severity":"low","verificationStatus":"credible","harmCategories":[],"harmOutcomes":["other_material_harm"],"harmOutcomeSummary":"According to Xinmin Evening News, a shopper whose 12,099-yuan phone order was not shipped on time got only repeating AI customer-service replies and no transfer to a human; the phone arrived on 6 October after consumer-council mediation, with a 100-yuan coupon as compensation.","frameworkFacets":[],"causationStatus":"alleged","participantUsersAffectedMin":1,"otherPeopleHarmedMin":0,"affectedCountStatus":"exact","affectedCountEvidence":"One person: the shopper the Xinmin Evening News report describes, who repeatedly contacted customer service about a late phone order. Exact 1. The Shanghai consumer council's complaint totals (3,575 online-shopping complaints, 1,174 about difficulty contacting customer service) are not counts of people harmed by this system.","victimAgeRange":"adult","jurisdiction":"unknown","platformType":"chatbot","outcomeType":"media_coverage","outcomeStatus":"resolved","primarySourceUrl":"https://m.sohu.com/a/1087283351_121286085","primarySourceLabel":"Xinmin Evening News via Sohu, 13 October 2026: 买时一键下单，维权一路闯关！","firstPublishedAt":"2026-10-15T03:06:24.479293+00:00","updatedAt":"2026-10-15T03:06:24.479293+00:00","scopeVersion":"facts-v3","tags":["customer-service-chatbot","online-shopping","no-human-escalation","late-delivery","consumer-complaint"]}]}