Online Shopping Complaints Increase By 35.56%, Shipping Become Number One Complaints

Recently, the China Electronic Commerce Research Center released the electricity supplier user experience and complaint detection report. The number of complaints handled by the platform increased by 35.56% in the first half of 2017, of which retail e-commerce complaints accounted for 76.24%.

Delivery, refund and quality of goods are

Hot topics of complaint.

According to the report, retail e-commerce complaints accounted for 76.24% of all complaints in the first half of 2017, including 61.82% of complaints from online shopping, 13.34% of complaints from cross border importing providers, and 1.08% of complaints from micro businesses.

From the perspective of consumer complaints, the top three of complaints is shipments, refunds and quality problems, accounting for 19.92%, 14.45% and 13.18% respectively.

For the electronic business platform, on time delivery is the basic service provided by the platform to consumers, but it has become the number one complaint problem of retail business.

It is understood that the reasons for similar "delivery door" problems include slow delivery during peak hours, shortage of goods due to shortage of goods, false delivery or timely delivery of goods pportation information.

According to the China Electronic Commerce Research Center, consumers want to safeguard their rights after shipments are encountered, usually only through customer service to urge and remind businesses, the whole process is in a relatively passive position.

Although most of the current e-commerce platform has time for delivery to sellers, but once the platform is delayed due to internal problems, customer service is not accepted, consumers often have no right to defend.

If the merchant does not deliver the goods maliciously, consumers can choose to make a refund or urge the merchant to deliver the goods through the complaint channel.

In addition, the retail business

The problem is not only related to the electronic business platform, but also related to logistics enterprises.

In the past month, the dispute between Jingdong and Daily Express has attracted the attention of too many people in the industry, and the conflicting fuse is Jingdong's query on the service capability of express delivery every day.

Express expert Zhao Xiaomin said, compared to control the flow of electronic business platform entrance,

In the absence of market discourse power, only by enhancing competitiveness and raising the quality of service can we gain more room for development.

More interesting reports, please pay attention to the world clothing shoes and hats net.