Something went wrong — a refund, a scammy shop, a cancelled tour? China has working complaint channels.
The hotlines
| Number | For |
|---|---|
| 12345 | Government services hotline — tourist complaints get routed here now; English available in major cities |
| 12315 | Consumer rights (fake goods, overcharging, refunds) |
| 12301 | Legacy tourism hotline — now merged into 12345 |
Have ready: merchant name, address, receipts, payment screenshots, photos.
Platform refunds (usually fastest)
Most tourist purchases happen through apps with real customer service:
- Trip.com / 12306: refunds for cancelled trains/hotels processed in-app; English support on Trip.com
- Didi: dispute a fare in-app; refunds are typically quick
- Meituan/Alipay disputes: open the transaction → report issue; payment records make cases easy to prove
Shopping disputes
- Keep every receipt and fapiao (official invoice)
- Malls and chain stores: return policies like home, 7 days typical
- Markets: no returns — that's the game you agreed to by bargaining
- Sold fake goods at a tourist shop? 12315 complaint + the receipt often forces a refund
Escalation ladder
- Merchant directly (calmly, with evidence)
- Platform customer service
- 12315 / 12345 hotline
- Payment dispute via Alipay/WeChat or your card issuer's chargeback (physical card purchases)
Document as you go: Screenshot bookings, photograph receipts, save chat records. In China as everywhere, the person with the paper trail wins.