It cannot be ignored that the proportion of e-commerce consumer complaints is as high as 39%

Since the start of the COVID -19 pandemic , online shopping activities among consumers around the world have surged. According to a joint survey of 3,557 consumers from Australia, the United Kingdom and the United States by PYMNTS and Ethoca , 54% of adult consumers now shop online more than before the pandemic .

The increase in consumer shopping activities through online channels has undoubtedly brought considerable revenue to e-commerce sellers, but at the same time , the frequency of consumer complaints about transaction problems encountered during online shopping is also increasing.

Among the e-commerce platform consumers surveyed , 39% of respondents said that they currently submit more transaction complaints on e-commerce platforms than before March 2020. In contrast, only 21% of respondents said that they encounter fewer problems when trading now than before.

According to PYMNTS and Ethoca statistics, there are four key reasons why consumers file transaction complaints .

The most common reason is a seller service error , which may include a merchant mailing a package to the wrong address or charging a buyer an incorrect transaction amount. 71% of consumers who have submitted at least one transaction dispute complaint in the past 12 months did so because of these problems .

The second most common reason for consumers to file a complaint is that the buyer's query during the purchase could not be resolved , meaning they were confused about some aspect of the transaction. 39 % of consumers surveyed said they had filed a complaint for this reason .

The other two key reasons for consumers to file complaints are fraud and first-party abuse, with 27% and 10% of respondents filing complaints for these two reasons respectively.

In an era where consumers are increasingly paying attention to shopping experience, many e-commerce sellers have gradually realized that if the problems reported by consumers are not effectively resolved , constant complaints and even negative reviews will continue to consume store resources and seriously affect their subsequent business development.

This is also the reason why many sellers now pay more and more attention to customer service teams and after-sales services. In terms of products, everyone carefully selects and gradually shifts from mass production to high-quality products. Good products, supplemented by timely and effective customer service, are a good way to retain customers.

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