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ICS03.100.20

CCSA10

43

湖南省地方標(biāo)準(zhǔn)

DB43/T2439—2022

網(wǎng)絡(luò)社區(qū)團(tuán)購平臺經(jīng)營規(guī)范

Businessspecificationsofonlinecommunitygrouppurchasingplatform

2022-10-10發(fā)布2023-01-10實(shí)施

湖南省市場監(jiān)督管理局發(fā)布

DB43/T2439—2022

目次

前言························································································································Ⅲ

1范圍·····················································································································1

2規(guī)范性引用文件······································································································1

3術(shù)語和定義············································································································1

4商業(yè)模式分類·········································································································2

5基本要求···············································································································2

6合規(guī)經(jīng)營要求·········································································································3

6.1平臺信息發(fā)布···································································································3

6.2商品定價(jià)·········································································································3

6.3經(jīng)營競爭與反壟斷·····························································································3

6.4宣傳與促銷······································································································3

6.5票據(jù)提供·········································································································4

7商品質(zhì)量要求·········································································································4

7.1食品安全管理···································································································4

7.2質(zhì)量安全與品質(zhì)管理··························································································4

8消費(fèi)者權(quán)益保護(hù)要求································································································4

8.1售后服務(wù)·········································································································4

8.2投訴處理·········································································································5

9信息管理要求·········································································································5

9.1信息安全責(zé)任及保密··························································································5

9.2信息留存·········································································································5

I

DB43/T2439—2022

前言

本文件按照GB/T1.1—2020《標(biāo)準(zhǔn)化工作導(dǎo)則第1部分:標(biāo)準(zhǔn)化文件的結(jié)構(gòu)和起草規(guī)則》的規(guī)

定起草。

請注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機(jī)構(gòu)不承擔(dān)識別專利的責(zé)任。

本文件由湖南省市場監(jiān)督管理局提出并歸口。

本文件起草單位:湖南工商大學(xué)、(中國)消費(fèi)經(jīng)濟(jì)學(xué)會、長沙民政職業(yè)技術(shù)學(xué)院、湖南興盛優(yōu)選

電子商務(wù)有限公司、深圳美團(tuán)優(yōu)選科技有限公司、湖南省現(xiàn)代流通理論研究基地、湖南省產(chǎn)商品質(zhì)量監(jiān)

督檢驗(yàn)研究院、湖南省電子商務(wù)協(xié)會。

本文件主要起草人:張俊英、申婧、金銘、黃文瑤、魏勇軍、唐紅濤、尹向東、李小斌、劉娜、陳

國良、馮秀娟、黃燦、王鋼、熊丹蕾、張帆、張新亮。

III

DB43/T2439—2022

網(wǎng)絡(luò)社區(qū)團(tuán)購平臺經(jīng)營規(guī)范

1范圍

本文件規(guī)定了網(wǎng)絡(luò)社區(qū)團(tuán)購商業(yè)模式分類、基本要求、合規(guī)經(jīng)營要求、商品質(zhì)量要求、消費(fèi)者權(quán)益

保護(hù)要求和信息管理要求,描述了對應(yīng)的證實(shí)方法。

本文件適用于網(wǎng)絡(luò)社區(qū)團(tuán)購經(jīng)營與交易行為。

2規(guī)范性引用文件

下列文件中的內(nèi)容通過文中的規(guī)范性引用而構(gòu)成本文件必不可少的條款。其中,注日期的引用文件,

僅該日期對應(yīng)的版本適用于本文件;不注日期的引用文件,其最新版本(包括所有的修改單)適用于本

文件。

GB/T31524電子商務(wù)平臺運(yùn)營與技術(shù)規(guī)范

GB/T35273信息安全技術(shù)——個(gè)人信息安全規(guī)范

GB/T35411電子商務(wù)平臺產(chǎn)品信息展示要求

GB/T36310電子商務(wù)模式規(guī)范

3術(shù)語和定義

下列術(shù)語和定義適用于本文件。

3.1

網(wǎng)絡(luò)社區(qū)團(tuán)購onlinecommunitygrouppurchasing

基于網(wǎng)絡(luò)交易軟件、社交軟件等,聚合與分發(fā)社區(qū)商業(yè)流量,并通過配套服務(wù)實(shí)現(xiàn)履約的線上線下

一體化商業(yè)模式。

3.2

網(wǎng)絡(luò)社區(qū)團(tuán)購平臺經(jīng)營者operatorofonlinecommunitygrouppurchasingplatform

提供網(wǎng)絡(luò)社區(qū)團(tuán)購平臺交易環(huán)境及相關(guān)供應(yīng)鏈系統(tǒng)支持的經(jīng)營者。

3.3

網(wǎng)絡(luò)社區(qū)團(tuán)購商家onlinecommunitygrouppurchasingmerchant

入駐網(wǎng)絡(luò)社區(qū)團(tuán)購平臺并實(shí)際向消費(fèi)者銷售商品或提供服務(wù)的主體。

3.4

網(wǎng)絡(luò)社區(qū)團(tuán)購線下提貨點(diǎn)onlinecommunitygrouppurchasingofflinepick-uppoint

與網(wǎng)絡(luò)社區(qū)團(tuán)購平臺經(jīng)營者合作,提供商品短期存儲和保管、辦理提貨、協(xié)助提供商品售后服務(wù)的

場所。

3.5

網(wǎng)絡(luò)社區(qū)團(tuán)購團(tuán)長onlinecommunitygrouppurchasingbroker

與網(wǎng)絡(luò)社區(qū)團(tuán)購平臺經(jīng)營者合作,提供商品選購、訂單自提、售后處理、推廣商品等全部或部分服

務(wù)的各類民事主體。

1

DB43/T2439—2022

3.6

中心倉centerpositions

集合存儲、中轉(zhuǎn)、前置備貨等功能,服務(wù)范圍輻射多個(gè)區(qū)域,向下一層級物流節(jié)點(diǎn)進(jìn)行收發(fā)貨等綜

合服務(wù)的物流樞紐中心。

3.7

網(wǎng)格倉gridpositions

網(wǎng)絡(luò)社區(qū)團(tuán)購平臺在倉配環(huán)節(jié)的節(jié)點(diǎn),根據(jù)其輻射半徑呈網(wǎng)格狀設(shè)置,承載中心倉至提貨點(diǎn)的商品

流轉(zhuǎn)及交付功能,按消費(fèi)者訂單進(jìn)行二次分揀、配送等作業(yè)的服務(wù)站點(diǎn)。

4商業(yè)模式分類

4.1網(wǎng)絡(luò)社區(qū)團(tuán)購平臺經(jīng)營者(以下簡稱“平臺經(jīng)營者”)可采取自營或非自營的方式開展網(wǎng)絡(luò)社區(qū)團(tuán)

購經(jīng)營活動。

4.2平臺自營模式的網(wǎng)絡(luò)社區(qū)團(tuán)購,是平臺經(jīng)營者直接面向終端消費(fèi)者銷售商品的經(jīng)營活動。

4.3非自營模式的網(wǎng)絡(luò)社區(qū)團(tuán)購,是平臺商家對外銷售商品的經(jīng)營活動。

5基本要求

5.1網(wǎng)絡(luò)社區(qū)團(tuán)購經(jīng)營者從事經(jīng)營活動,應(yīng)遵循自愿、平等、公平、誠信原則,遵守法律、法規(guī)、規(guī)

章和商業(yè)道德、公序良俗,公平參與市場競爭,認(rèn)真履行法定義務(wù),積極承擔(dān)主體責(zé)任,接受社會各界

監(jiān)督。

5.2平臺經(jīng)營者以自營模式開展網(wǎng)絡(luò)社區(qū)團(tuán)購,應(yīng)依法辦理市場主體登記。交易活動需要取得相關(guān)行

政許可的,應(yīng)依法取得行政許可后,方可從事經(jīng)營活動。交易活動需進(jìn)行備案的,應(yīng)依法到監(jiān)管部門進(jìn)

行備案。

5.3網(wǎng)絡(luò)社區(qū)團(tuán)購商家(以下簡稱“商家”)的資質(zhì)備案應(yīng)符合GB/T36310—2018的規(guī)定,應(yīng)依法取

得營業(yè)執(zhí)照及相關(guān)類目商品的經(jīng)營資質(zhì),并在經(jīng)營項(xiàng)目范圍內(nèi)從事經(jīng)營活動。符合《電子商務(wù)法》第十

條“豁免等級”情形的商家除外。

5.4平臺經(jīng)營者宜根據(jù)國家相關(guān)法律法規(guī)和規(guī)范性文件的要求針對不同類目的商家實(shí)施資質(zhì)準(zhǔn)入。

5.5平臺經(jīng)營者在與商家簽訂協(xié)議前,應(yīng)對其經(jīng)營資質(zhì)、經(jīng)營場所、生產(chǎn)環(huán)境、商品質(zhì)量等進(jìn)行全面

考察與審核。

5.6網(wǎng)絡(luò)社區(qū)團(tuán)購線下提貨點(diǎn)(以下簡稱“提貨點(diǎn)”)應(yīng)具備商品貯存的條件,對溫度、濕度有特殊要

求的食品、食用農(nóng)產(chǎn)品,應(yīng)配備相應(yīng)的設(shè)施設(shè)備(如冷藏冷凍設(shè)備、貨架等)并滿足食品安全要求。提

貨點(diǎn)宜為已經(jīng)取得營業(yè)執(zhí)照和食品經(jīng)營等行政許可的經(jīng)營者。

5.7網(wǎng)絡(luò)社區(qū)團(tuán)購團(tuán)長(以下簡稱“團(tuán)長”)應(yīng)具備運(yùn)用智能通訊設(shè)備通過各類互聯(lián)網(wǎng)終端進(jìn)行銷售宣

傳、協(xié)助平臺進(jìn)行線下履約及售后服務(wù)的能力。

5.8中心倉應(yīng)建立流程控制體系和相關(guān)管理制度,具備大批量儲存、分揀和發(fā)貨的能力,并擁有靈活

的應(yīng)急響應(yīng)機(jī)制。

5.9網(wǎng)格倉應(yīng)具有與其貯存的食品品種、數(shù)量相適應(yīng)的貯存場所,保持場所環(huán)境整潔,并與有毒、有

害場所以及其他污染源保持安全距離。網(wǎng)格倉不應(yīng)為露天場所。非平臺自營網(wǎng)格倉,應(yīng)依法辦理市場主

體登記。

2

DB43/T2439—2022

6合規(guī)經(jīng)營要求

6.1平臺信息發(fā)布

6.1.1平臺在經(jīng)營活動中,應(yīng)按照誠實(shí)信用的原則對商品及服務(wù)進(jìn)行規(guī)范、準(zhǔn)確、清楚地描述并符合

GB/T35411的規(guī)定。

6.1.2平臺信息展示可使用文字、表格、圖片、語音、視頻、影像、電子鏈接標(biāo)識等多種方式。

6.1.3平臺商品和服務(wù)的發(fā)布應(yīng)標(biāo)明“自營”或“非自營”。平臺經(jīng)營者應(yīng)在每件商品詳情頁顯著位置

標(biāo)注和描述商品的實(shí)際銷售者,并如實(shí)公示其證照及相關(guān)經(jīng)營資質(zhì),包括但不限于營業(yè)執(zhí)照、相關(guān)行政

許可等信息,并及時(shí)更新。

6.1.4臨期商品應(yīng)在促銷頁及詳情頁主頁面顯著位置標(biāo)注。

6.1.5平臺應(yīng)完整保留消費(fèi)者對商品的評論,不應(yīng)惡意刪除或控評。

6.2商品定價(jià)

6.2.1對于自營商品,平臺經(jīng)營者應(yīng)規(guī)范使用自主定價(jià)權(quán),合理定價(jià)。對于同款商品,平臺不應(yīng)利用

技術(shù)優(yōu)勢和算法模型對消費(fèi)者進(jìn)行差別定價(jià)。

6.2.2對于非自營商品,平臺經(jīng)營者應(yīng)充分尊重商家的自主定價(jià)權(quán),不應(yīng)以平臺活動、流量限制或其

他技術(shù)手段影響商家定價(jià)。

6.2.3平臺經(jīng)營者和商家應(yīng)根據(jù)市場情況和自身運(yùn)營成本合理制定商品價(jià)格,不應(yīng)通過低價(jià)傾銷、價(jià)

格串通、哄抬價(jià)格、價(jià)格欺詐等方式濫用自主定價(jià)權(quán)。

6.2.4網(wǎng)絡(luò)社區(qū)團(tuán)購促銷商品定價(jià)應(yīng)真實(shí)、有據(jù),不應(yīng)虛構(gòu)原價(jià)、市場參考價(jià)或劃線價(jià)作為活動價(jià)基

準(zhǔn)。

6.2.5當(dāng)遇到公共應(yīng)急事件,平臺經(jīng)營者應(yīng)采取積極措施維持平臺內(nèi)經(jīng)營的民生商品價(jià)格穩(wěn)定,對商

家價(jià)格串通、哄抬價(jià)格、價(jià)格欺詐等行為予以管控。

6.3經(jīng)營競爭與反壟斷

6.3.1平臺經(jīng)營者應(yīng)守法經(jīng)營、公平競爭,不應(yīng)濫用市場優(yōu)勢或資本優(yōu)勢以低于成本的價(jià)格實(shí)施低價(jià)

傾銷、長期補(bǔ)貼,進(jìn)行惡性競爭,排擠競爭對手,擾亂正常經(jīng)營秩序,損害國家利益或其他經(jīng)營者的合

法利益。

6.3.2平臺經(jīng)營者對商家的經(jīng)營行為負(fù)有監(jiān)督責(zé)任,發(fā)現(xiàn)商家虛假促銷、虛構(gòu)原價(jià)、虛構(gòu)交易、實(shí)施

商業(yè)混淆、商業(yè)詆毀、刷單炒信等違背公平競爭、擾亂市場秩序的行為應(yīng)及時(shí)制止并予以管控。商家涉

及違法違規(guī)行為的,平臺經(jīng)營者應(yīng)積極配合有關(guān)部門進(jìn)行調(diào)查取證。

6.3.3平臺經(jīng)營者應(yīng)在消費(fèi)者確認(rèn)收貨完成交易之后(不適用7天無理由退貨的商品)3個(gè)工作日內(nèi)

或無理由退貨期滿3個(gè)工作日內(nèi)及時(shí)與商家結(jié)算貨款和傭金,不應(yīng)利用市場優(yōu)勢地位占用商家資金。

6.3.4平臺經(jīng)營者不應(yīng)利用數(shù)據(jù)、算法、平臺規(guī)定或其他實(shí)質(zhì)上的協(xié)同行為實(shí)施壟斷。

6.3.5平臺經(jīng)營者不應(yīng)實(shí)施沒有正當(dāng)理由的拒絕交易、搭售,限定商家在競爭性平臺間進(jìn)行“二選一”

及掠奪性定價(jià)等濫用市場支配地位,排除、限制競爭的行為。

6.4宣傳與促銷

6.4.1平臺經(jīng)營者應(yīng)規(guī)范網(wǎng)絡(luò)社區(qū)團(tuán)購平臺促銷活動及相關(guān)宣傳,在網(wǎng)頁顯著位置以顯著方式公示促

銷活動信息。

6.4.2平臺經(jīng)營者應(yīng)規(guī)范發(fā)布并管理宣傳與促銷信息,制定平臺促銷信息及商品詳情頁描述信息發(fā)布

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規(guī)則,對商家發(fā)布的宣傳與促銷信息進(jìn)行審核。

6.4.3平臺經(jīng)營者應(yīng)依法記錄、保存促銷活動期間在平臺上發(fā)布的商品和服務(wù)信息內(nèi)容及發(fā)布時(shí)間等,

對促銷活動方案、可以查驗(yàn)的促銷統(tǒng)計(jì)數(shù)據(jù)應(yīng)進(jìn)行留存管理。

6.5票據(jù)提供

6.5.1自營模式的經(jīng)營活動,平臺經(jīng)營者應(yīng)根據(jù)需要提供紙質(zhì)發(fā)票或者電子發(fā)票等購貨憑證或服務(wù)單

據(jù)。非自營模式的經(jīng)營活動,平臺經(jīng)營者應(yīng)督促商家及時(shí)向消費(fèi)者提供發(fā)票。

6.5.2平臺經(jīng)營者應(yīng)為消費(fèi)者開具發(fā)票提供便利。消費(fèi)者索要發(fā)票等購貨憑證的,發(fā)票提供方應(yīng)如實(shí)

出具,不應(yīng)拒絕或者附加條件。

7商品質(zhì)量要求

7.1食品安全管理

7.1.1平臺經(jīng)營者應(yīng)依法健全完善食品安全管理制度。平臺經(jīng)營者宜設(shè)置專門機(jī)構(gòu)或人員負(fù)責(zé)食品安

全相關(guān)的審查登記、信用評價(jià)、交易信息保存等工作;宜按不同品類的要求索票索證并完備商品追溯體

系。

7.1.2平臺經(jīng)營者應(yīng)對網(wǎng)絡(luò)社區(qū)團(tuán)購商家提交的身份證明、營業(yè)執(zhí)照、行政許可、經(jīng)營地址、聯(lián)系方

式等信息,進(jìn)行核驗(yàn)、登記,建立登記檔案,并至少每三個(gè)月核驗(yàn)更新一次。

7.1.3平臺經(jīng)營者應(yīng)制定食品安全抽檢計(jì)劃,自行或委托第三方機(jī)構(gòu)不定期對食品開展食品安全抽檢,

加強(qiáng)食品安全風(fēng)險(xiǎn)識別和處置。

7.1.4平臺經(jīng)營者應(yīng)制定中心倉、網(wǎng)格倉、提貨點(diǎn)的管理制度與作業(yè)規(guī)范,以確保食品安全。應(yīng)自行

或委托第三方機(jī)構(gòu)定期對中心倉、網(wǎng)格倉、提貨點(diǎn)開展食品安全檢查,形成檢查報(bào)告,針對檢查發(fā)現(xiàn)的

問題,督促各方積極整改。

7.1.5平臺經(jīng)營者應(yīng)加強(qiáng)食品安全知識宣傳與培訓(xùn),定期組織中心倉、網(wǎng)格倉、提貨點(diǎn)等各環(huán)節(jié)人員

進(jìn)行食品安全法律法規(guī)、操作規(guī)范等方面的培訓(xùn)、考核,并保留相關(guān)記錄。

7.1.6平臺經(jīng)營者應(yīng)建立完善的投訴機(jī)制,及時(shí)處理消費(fèi)者的食品安全咨詢、投訴。

7.1.7平臺經(jīng)營者應(yīng)嚴(yán)格按照承諾實(shí)現(xiàn)商品履約,確保商品在約定提貨時(shí)間之前抵達(dá)團(tuán)點(diǎn)儲存,以保

障食品安全和履約時(shí)效。

7.2質(zhì)量安全與品質(zhì)管理

7.2.1平臺經(jīng)營者應(yīng)建立并執(zhí)行進(jìn)貨檢查驗(yàn)收制度,驗(yàn)明平臺上架商品的合格證明和其他標(biāo)識。

7.2.2網(wǎng)絡(luò)社區(qū)團(tuán)購商家不應(yīng)銷售或者提供假冒偽劣產(chǎn)品以及法律、法規(guī)禁止交易或禁止在網(wǎng)絡(luò)經(jīng)營

的產(chǎn)品。商家銷售或者提供不符合保障人身、財(cái)產(chǎn)安全要求,或者有其他侵害消費(fèi)者合法權(quán)益行為的商

品或服務(wù)的,平臺經(jīng)營者應(yīng)采取必要措施予以制止和懲戒。

7.2.3平臺經(jīng)營者對取得有機(jī)食品、綠色食品、地理標(biāo)志保護(hù)產(chǎn)品等產(chǎn)品認(rèn)證,通過HACCP、ISO等體

系認(rèn)證及在產(chǎn)品包裝標(biāo)示質(zhì)量認(rèn)證、評優(yōu)的商品,應(yīng)進(jìn)行相應(yīng)證明文件的查驗(yàn)。

8消費(fèi)者權(quán)益保護(hù)要求

8.1售后服務(wù)

8.1.1平臺經(jīng)營者應(yīng)建立完善的售后服務(wù)體系,團(tuán)長應(yīng)協(xié)助為消費(fèi)者提供售后服務(wù)。

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8.1.2平臺經(jīng)營者應(yīng)完善平臺七日無理由退貨規(guī)則以及配套的消費(fèi)者權(quán)益保護(hù)制度,在平臺顯著位置

公示,并從技術(shù)上保證消費(fèi)者能夠便利、完整地閱覽和保存。

8.1.3平臺經(jīng)營者宜建立和完善先行賠付制度,為消費(fèi)者提供便捷、安心的消費(fèi)體驗(yàn)。

8.2投訴處理

8.2.1平臺經(jīng)營者宜建立并完善符合GB/T31524規(guī)定的消費(fèi)者投訴服務(wù)快速響應(yīng)機(jī)制,規(guī)范投訴處置

制度,履行服務(wù)條款。

8.2.2平臺經(jīng)營者應(yīng)建立ODR制度,及時(shí)處理消費(fèi)者投訴,為消費(fèi)者維權(quán)提供便利。

9信息管理要求

9.1信息安全責(zé)任及保密

9.1.1平臺經(jīng)營者應(yīng)合理適度收集、使用、處理消費(fèi)者個(gè)人信息,不應(yīng)強(qiáng)制、頻繁、過度索取消費(fèi)者

權(quán)限,非法收集、使用消費(fèi)者個(gè)人信息。

9.1.2平臺經(jīng)營者對消費(fèi)者信息相關(guān)的操作應(yīng)符合GB/T35273的規(guī)定,并與消費(fèi)者簽訂隱私權(quán)保護(hù)協(xié)

議,采取妥善的安全保密措施保護(hù)所有涉及消費(fèi)者隱私的信息。

9.1.3平臺經(jīng)營者應(yīng)保障消費(fèi)者查閱、更正、補(bǔ)充及刪除個(gè)人信息的權(quán)利,同時(shí)消費(fèi)者還應(yīng)能夠改變

授權(quán)范圍、注銷賬戶及約束信息系統(tǒng)自動決策。

9.1.4平臺經(jīng)營者在消費(fèi)者終止使用其服務(wù)后,應(yīng)停止對消費(fèi)者個(gè)人信息的收集和使用,為消費(fèi)者提

供注銷賬號的服務(wù),并在網(wǎng)絡(luò)平臺上向消費(fèi)者公示注銷途徑。

9.2信息留存

9.2.1平臺經(jīng)營者應(yīng)建立并完善平臺自身信息留存制度,記錄、保存平臺上發(fā)布的商品和服務(wù)信息、

交易信息。

9.2.2平臺經(jīng)營者應(yīng)配合監(jiān)管部門依法開展調(diào)查、取證等工作。對于監(jiān)管部門依照法律法規(guī)要求提供

有關(guān)數(shù)據(jù)信息的,平臺經(jīng)營者應(yīng)及時(shí)提供。

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目次

前言························································································································Ⅲ

1范圍·····················································································································1

2規(guī)范性引用文件······································································································1

3術(shù)語和定義············································································································1

4商業(yè)模式分類·········································································································2

5基本要求···············································································································2

6合規(guī)經(jīng)營要求·········································································································3

6.1平臺信息發(fā)布···································································································3

6.2商品定價(jià)·········································································································3

6.3經(jīng)營競爭與反壟斷·····························································································3

6.4宣傳與促銷······································································································3

6.5票據(jù)提供·········································································································4

7商品質(zhì)量要求·········································································································4

7.1食品安全管理···································································································4

7.2質(zhì)量安全與品質(zhì)管理··························································································4

8消費(fèi)者權(quán)益保護(hù)要求································································································4

8.1售后服務(wù)·········································································································4

8.2投訴處理·········································································································5

9信息管理要求·········································································································5

9.1信息安全責(zé)任及保密··························································································5

9.2信息留存·········································································································5

I

DB43/T2439—2022

前言

本文件按照GB/T1.1—2020《標(biāo)準(zhǔn)化工作導(dǎo)則第1部分:標(biāo)準(zhǔn)化文件的結(jié)構(gòu)和起草規(guī)則》的規(guī)

定起草。

請注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機(jī)構(gòu)不承擔(dān)識別專利的責(zé)任。

本文件由湖南省市場監(jiān)督管理局提出并歸口。

本文件起草單位:湖南工商大學(xué)、(中國)消費(fèi)經(jīng)濟(jì)學(xué)會、長沙民政職業(yè)技術(shù)學(xué)院、湖南興盛優(yōu)選

電子商務(wù)有限公司、深圳美團(tuán)優(yōu)選科技有限公司、湖南省現(xiàn)代流通理論研究基地

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