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CNBC AI News – June 12, 2025 – A growing number of consumers are reportedly facing issues using their prepaid credit on Tmall Supermarket, raising concerns amidst the highly anticipated 618 shopping festival.
One consumer, who had loaded over 20,000 yuan onto a Tmall Supermarket gift card to capitalize on 618 deals, reported difficulties making purchases. Having made the initial installments from May 20th, the consumer experienced the “purchase failed” error message beginning May 25th.
“Everything was working fine initially,” the consumer stated, “but now I can’t purchase anything. I still have over 10,000 yuan remaining in the card balance, and some of my promotional coupons have also expired.”
This appears to be more than an isolated incident. A search for “Tmall Supermarket cannot place order” on the Black Cat Complaints platform reveals a surge in similar reports, currently numbering 5,543.
Previous reports suggested that restrictions on purchasing within the Tmall ecosystem are sometimes implemented due to reasons such as: the use of illegitimate methods to buy or use gift cards, use of “cheating” tools for fake transactions, or through utilizing system “loopholes” to process a large number of refunds.
However, the affected consumer in this case maintains that they did not engage in any such activities, with the intended purchases encompassing “mostly ordinary household goods.”
CNBC reached out to Tmall for comment. Customer service representatives stated that inability to place an order could be attributed to system setting errors, poor network signal, or high volume of concurrent users.
The customer service representative also noted, “We are aware of the consumer’s situation, and we will escalate the issue to the relevant departments as quickly as possible. We will investigate and determine the root cause. Appropriate solutions will be offered for the purchase difficulties and the expired promotional coupons.”
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