"2014 (China) E-commerce user experience and Complaints monitoring Report" released

Recently, China E-commerce Research Center released the "2014 (on) China E-commerce user experience and Complaints monitoring report." Data show that in the first half of 2014 through online submissions, telephone, mail, micro-letter public number, instant messaging and many other forms, the platform has received 50180 of users nationwide e-commerce complaints, an increase of 21.32%.

According to China's E-commerce Research Center monitoring data show that as the PC Internet transition to mobile Internet, from mobile end of E-commerce (such as micro-letter shopping, app shopping, mobile phone QQ, etc.) emerging areas of thinking issues increasingly prominent, after the traditional PC net purchase and O2O group buy the third largest user complaints hot spot, 11.01% of the complaints from the total electricity dealers.

In this respect, China's well-known network of rights experts, the Chinese E-commerce Research Center law and Interests Yia Jianfang Assistant analyst, said that the mobile E-commerce is a big problem in the micro-letter "friend Circle" shopping, selling fake, fraud, collection does not ship, return difficult problems emerging, and because of the lack of business subjects, Buyers and sellers belong to private transactions and other factors, micro-letter shopping such as "King" trading behavior frequently burst rights.

According to China's e-commerce complaints and rights of public service platform monitoring data display, 2014 (on) China's top ten internet shopping has been complained that the site is Taobao/day cat, Xun nets, Dangdang, 1th stores, Gome online, only goods will, Silver Thai network, where the goods (including where the self-employed part of the electricity and V Mall), Shang 100, Millet Mall. and refund issues, network sales leave, false promotions, network fraud, quality problems, return goods, orders canceled, slow delivery, account theft, after-sales service has become "the first half of 2014," the top ten online shopping hot spot complaints.

With the gradual deepening of the consumption form of the network group purchase, more and more new problems also put forward higher requirements for the trustworthiness and service of the electric quotient. Data show that 2014 (on) China o2o/Group buy ten complaints web site for handle nets, the United States Network, like Regiment, People group, the mass Review Group, Ctrip, 77 group buy nets, litters Regiment, Wheat Circle Network, Yi Long 2.34% become "station". and false buy, refund issues, group purchase fraud, Overlord terms, account theft, slow delivery, buy fake, invoice issues, after-sales service, quality issues in the first half of recent years, "the Top Ten Network buy hot spot complaints."

However, the transaction volume and the rapid growth of users behind, but also exposed the electrical business, false promotions, return rules, account security and a series of problems. such as Poly-Mei excellent products, Jingdong, No. 1th store, Amazon China, the only products, such as large-scale platform of consumer electricity companies have been exposed to luxury sales, Dangdang, Lok Bee Network, etc. have been exposed cosmetics sales leave, millet, Ctrip, Alipay and other enterprises have a user information disclosure events, seriously affecting the user's trust in the site.

In this respect, Yia Jianfang, assistant analyst of law and interests of China e-commerce Research Center, said that the problems of selling leave, information leakage, and the limitation of return and replacement directly exposed the lack of credit of the electric business enterprise and the weak supervision, the user should keep the relevant shopping voucher when they order, and protect their lawful rights and interests by