Dispute help
Protect yourself, then use the strongest next step
Choose the situation. The safety steps and four response paths stay available without maps, login, or live data.
Choose your situation
This changes the neutral Chinese sentence you can show. The four response paths stay the same.
收费和我预期的不一样，我想确认一下正确的价格。
Before you pay, protect yourself.
Don't pay the disputed amount yet. Start recording video. Keep receipts/screenshots. If you feel unsafe, move to a public place — call 110 (police) or 120 (medical).
先别付钱，先保护自己。
争议金额先别付。打开手机录像。保留收据/截图。如果感到不安全，先去公共场所——报警 110，医疗急救 120。
Path 1 · Highest priority
Complain in the original platform
Open the original app → Order → Customer service/refund → Add a description + video/receipt.
I dispute this charge. I will request a review and refund through the original platform.
我对这笔费用有异议，我会通过原平台申请核查和退款。
DiDi
Open DiDi → Orders → Select the ride → Customer service/refund → Add a description + video/receipt.
DiDi has built-in English.
If the app does not open, continue with these written steps.
Prefill template
Order number: [enter order number] Description: [describe what happened] Evidence: [attach video/receipt]
Meituan
Open Meituan → Orders → Select the order → Customer service/refund → Add a description + video/receipt.
Meituan customer service requires Chinese.
If the app does not open, continue with these written steps.
Prefill template
订单号：[填写订单号] 情况说明：[填写发生的情况] 证据：[附上视频/收据]
Trip.com
Open Trip.com → Bookings → Select the booking → Customer service/refund → Add a description + video/receipt.
Trip.com has native English customer service.
If the app does not open, continue with these written steps.
Prefill template
Order number: [enter order number] Description: [describe what happened] Evidence: [attach video/receipt]
WeChat Pay
Open WeChat → Me → Services → Wallet → Bills → Select the payment → Help/refund → Add a description + video/receipt.
Keep the payment record and merchant details.
If the app does not open, continue with these written steps.
Prefill template
Transaction number: [enter transaction number] Description: [describe what happened] Evidence: [attach video/receipt]
Path 2
Call police on 110
Use any phone, a borrowed phone, or a landline. Say: “I need help. I am a foreigner. [location].”
I would like to call the police to help resolve this.
我想报警来解决这个问题。
Path 3
Ask hotel staff
Ask hotel staff to explain the situation or tell you who to contact next.
您好，我遇到了一次消费纠纷，双方现在无法沟通解决。可以请您帮我说明情况，或告诉我下一步该联系谁吗？
Path 4 · When safe
Keep records
为了记录这次纠纷，我会保留订单、付款记录和现场情况。不要为了取证升级冲突。
About 12315 / 12345
12315/12345 are China consumer/city hotlines, but they require a Chinese mobile number and real-name verification, so tourists will probably not be able to use them. 12345 has English agents in some major cities such as Beijing and Shanghai.