Consumer complaints about online shopping are soaring every year

Wang Gang

Consumer complaints about online shopping are soaring every year.

China e-Commerce Research Center released the "2011 China E-commerce Market Data Monitoring Report" shows that China's e-commerce complaints and Rights protection public Service platform in the last year, a total of about 100,000 e-commerce complaints, including online shopping complaints accounted for 52% of total complaints, much higher than other e-commerce categories of complaints.

It is understood that the consumer complaints mainly include goods to slow, false promotions, the next single no goods, price errors, slow refund, goods not plate, etc., whether it is online shopping or group buying enterprises, consumers are dissatisfied with the company received complaints after a low degree of satisfaction.

The report also shows that after last year's prosperity, online group buying has also become an important choice for consumers, but because the group buying industry lack of access mechanism, group purchase complaints of all e-commerce complaints second, accounting for 25%.

"The development of E-commerce lacks the corresponding legal standards of industry supervision, and the electric business enterprise has not paid enough attention to the user's shopping experience." And when the business and consumer disputes, consumers due to lack of evidence, and other reasons, often in a weak, often complaints without door, rights invalid. "Online purchasing rights expert Yia Jianfang that this is the source of the huge number of e-commerce complaints."

In order to create an honest and credible online shopping environment for consumers, the industry looks forward to the early introduction of the regulations on electronic commerce.

The good news is that the business sector is considering the promotion of E-commerce credit signs, such as the enterprise's net assets, asset-liability ratio, credit records, etc. as parameters, and finally reached a comprehensive credit rating, so as to establish a credit file for the site. "This year will be introduced to the network operators ' blacklist ' system, once the violation of serious circumstances will face a nationwide network market ban." "State administration of Industry and Commerce, deputy Director of the marketing department Yang Hongfung revealed.

And the industry's mainstream enterprises are gradually strengthening self-discipline. Taobao 2011 annual rights protection data show that, in 2011, Taobao deal with infringing goods information 63.2 million, which received complaints to deal with more than 8.7 million commodity information processing, Taobao initiative through special strikes, mysterious purchase and other ways to deal with more than 54 million, the punishment of more than 700,000 members.