Complaints increased, and nearly half of sellers saw an increase in return rates

Recently, the payment industry information website PYMNTS conducted a survey on online shopping in the United States , the United Kingdom and Australia .

The survey found that more than 80% of consumers in the United States , the United Kingdom and Australia currently shop online , with a total number of 268 million people.

The pandemic has pushed people to shop online. 54% of people shop online more than before the pandemic. This shift is strongest in the UK, where 58% of adults say they shop online more often than before.

However, one thing that needs to be noted is that with the development of online shopping comes an increase in complaints.

In the US , UK and Australia , 39 % of consumers said they have more complaints about e-commerce orders now than before March 2020, while only 21% have fewer complaints about transactions.

24% of online shoppers said they had filed a complaint about at least one online order in the past year, while 9.9% said they disputed at least one transaction per month.

In Australia, the figures were higher, with 28% saying they had complained about at least one e-commerce transaction in the last year, and 13% complaining about at least two transactions on average.

There are several main reasons for online consumer complaints, the most common of which is service errors, such as shipping errors, billing errors, delayed delivery, etc. In these three countries, 71% of consumers said that they filed complaints because of the above reasons.

In Australia, 86% of consumers have complained about more than one order due to service errors in the past 12 months.

In addition, customer confusion about orders and fraud were the two main reasons for complaints, with 39% saying it was due to misunderstanding of the order and 27% saying it was due to fraud.

The adverse effects of more complaints include higher return rates. Data shows that nearly half of e-commerce sellers now receive more returns than before the epidemic, with an average increase of 7.5%.

E-commerce

complaint