Reference no: EM133259393

Q:Use the two more mature levels of Ethical (Moral Character) Development Model to elaborate how you would apply each of these levels to ethically to avoid the identified 2 customers' complaints identified in case 1 . State clearly which complaints are avoided and it is expected all complaints of case 1 should be addressed

CASE1 :The complainant was unable to personally come to Hong Kong to shop during the pandemic. She watched a livestream sales session of jewellery hosted by the counter staff of Company A. The host repeatedly mentioned that the livestream was shot with the actual products without applying any filter effect. The complainant favoured a yellow jade pendant worth around $5,200 after discount, and another green petal pendant worth around $3,500 after discount. She immediately clicked to buy and paid. However, after receiving the goods, the complainant found that the green petal pendant was very light and small, while the colour of the yellow jade pendant was duller than that in the livestream. The complainant contacted the shopping platform, and the staff admitted to have used a beauty filter during the livestream after being queried repeatedly.The complainant then complained to Company A, and received a reply that the goods sold during the livestream were discounted items with no return or exchange.The complainant thus lodged a complaint with the Council.

The Council contacted the shopping platform and Company A respectively. Company A reiterated that the complainant purchased the jewellery through the shopping platform with no direct transaction with Company A, while it was also clearly stated during the livestream that there would be no return or exchange of the goods. Company A subsequently agreed to handle the case with discretion and arranged a cash refund of $8,700 as a gesture of goodwill. The case was thus successfully resolved.