2013 Online Shopping Market Soaring Complaints Rose By 52%

< p > electronic commerce is penetrating all fields of social life. More and more consumer behavior begins to pplant online, shopping and tourism.

Everything shows the soaring trend of the industry.

< /p >

< p > but behind this, there are many kinds of online shopping chaos. The latest data released by the China Consumers Association show that in 2013, the consumers' associations at all levels accepted 20454 complaints about online shopping and shopping, accounting for 52.4% of the sales service complaints.

Online shopping is becoming the "worst hit area" for consumer complaints.

< /p >

< p > < strong > the three sources promoted the takeover of Chinese online shopping market in 2013 < /strong > /p >

< p > China Electronic Commerce Research Center recently released the "China network retail market data monitoring report 2013", which shows that in 2013, the scale of China's online retail market reached 18851 billion yuan, an increase of 42.8% over the 13205 yuan in 2012, and the net retail market in 2014 is expected to reach 27861 billion yuan.

Zhang Peidong, deputy director of the e-commerce Department of the Ministry of Commerce recently confirmed the data again in an interview.

He said that e-commerce has brought subversive influence to our social life. In 2013, the total volume of e-commerce pactions in China exceeded 10 trillion yuan, and the total volume of e-commerce pactions has increased by two times in 5 years. The average growth rate of online retail pactions has been 80% over the past 5 years, and the optimistic estimate has surpassed that of the United States. At present, China has become the largest network retail market in the world.

< /p >

In 2013, China's online shopping market still maintained a relatively high growth rate, mainly due to the following reasons: first of all, with the increasingly standardized online shopping market, more and more people joined the online shopping team. As of December 2013, the number of users in China's online retail market reached 312 million, an increase of 26.3% over the same period last year. Secondly, after the stable development of the second tier cities, the e-commerce enterprises gradually extended to the three or four tier cities, and promoted the expansion of the online shopping market. P

According to the data released by Taobao, the development potential of the three or four line cities is huge. In the past two years, the trend of user sinking is obvious, and the three or four line cities are increasing rapidly. Finally, in 2013, mobile shopping became a force to promote the further development of online shopping.

The prospect of wireless terminal shopping in last year's "double 11" promotion will be the most popular trend. According to the data released by Alipay, "double 11" all day, Alipay achieves 45 million 180 thousand mobile payment pens, accounting for 24.03% of the total number of pactions in Alipay, and Alipay mobile payment has exceeded 11 billion 300 million yuan, which is the highest mobile payment in the world.

< /p >

< p > however, under fierce competition, China's online retail market is still just a few "big guys" stage.

From the perspective of market share, Tmall, Jingdong (scrolling information) and Suning account for 77.4% of the B2C retail market.

In the C2C market, Taobao houses occupy 96.5% of the market.

< /p >

< p > < strong > consumer complaints are soaring at the same time < /strong > < /p >

< p > however, with the rapid development of online retailing, due to the large network consumption and the empty dialogue between online shopkeeper and consumers, communication is unavoidable, and e-commerce complaints are also rising rapidly.

According to the survey data of people's network (70, -0.05, -0.07%), 71.4% of online shoppers have had unpleasant online shopping experience in the past year.

According to the data released by the China Consumers' Association, consumers' associations at all levels in 2013 received 20454 complaints about online shopping and shopping, accounting for 52.4% of sales service complaints.

The content of complaints for online shopping is analyzed, focusing on goods and goods, quality problems and courier delivery.

< /p >

< p > false propaganda can be said to be the most popular and consumer's most disgusting part in the online shopping process.

According to the survey, 56.5% of online shoppers believe that "picture description is exaggerated and inconsistent with items" is the first cause of "online shopping unpleasant experience".

For some commodities, the difference between the texture and color of the products is mainly due to the difference between the color difference and the display. Most consumers can only admit their bad luck.

< /p >

< p > {page_break} < /p >

< p > besides, consumers are most concerned about the quality of online shopping.

Product quality defects, old renovation, shoddy, products can not be used, the sale of fake and shoddy and suspected fraud has also become the main source of consumer complaints about the quality of online shopping products.

< /p >

Less than P, and in the rapid development of e-commerce, frequent delivery of goods has become a factor of criticism.

When China's postal system reform was implemented in 2006, the annual volume of express delivery was only 1 billion. In 2013, the volume of express business increased to 9 billion 200 million.

Huge packages pour down, express speed is slow, parcels are repeatedly damaged or even lost, and it doesn't happen. Couriers seem unable to bear the speed of the times.

Consumer complaints often encounter many prevarication.

< /p >

< p > < strong > there is a law to follow, and it needs to be carried out forcefully < /strong > < /p >.

< p > unhappy shopping experience has also led to many people's enthusiasm for online shopping.

According to the survey, only 39.8% of the respondents would take the initiative to find a solution when they encountered unhappy shopping experiences, and only 35.6% of the respondents who had sought the solution were finally solved.

These two less than 40% data are quite helpless.

The former reflects that most consumers still hold the attitude of self confession and conciliatory affairs. They often feel that "they should spend money on a lesson".

The latter data shows that the current online shopping is difficult to prove evidence and safeguard rights.

< /p >

"P", which was formally implemented in March 15th this year, has made many consumers see the hope of online shopping "regret right".

The new consumer law has made a significant breakthrough to safeguard consumers' rights and interests more effectively.

But there are Countermeasures under the policy. At present, the regulations still have "loopholes" to be drilled.

< /p >

< p > first, the laws and regulations are vague about the commodity that is not suitable for return. At present, the "threshold" of each big electricity supplier is different.

For example, some electricity providers stipulate that products such as mother and baby are not suitable to be returned; food products do not apply to the regulations; secondly, the big businesses are very concealed to support the purpose of "no reason to return" commodities, and most websites do not see any hints in shopping links.

Third, part of the electricity supplier demanded that the original packaging should not be unsealed.

Fourth, the high cost of safeguarding rights also lets many consumers choose to give up their rights, and indirectly turn the new elimination method into a mere empty talk.

< /p >

< p > aiming at all kinds of constraints on the current online shopping rights protection, it is obvious that only a piece of paper in the current consumer law is not enough, so that the relevant laws and regulations need to be strengthened.

First of all, it is clear that we do not enjoy the boundary definition of the "no reason to return" clause.

Clear and unify the items that should not be returned.

Secondly, in view of the increasingly high cost of safeguarding rights, the laws and regulations should clarify who is out of the return freight and how to prevent the abuse of the provisions.

Third, we need to coordinate the e-business platform to indicate whether the goods support no reason to return.

< /p >

< p > in short, an industry must be bigger and stronger, and the industry's own standardization is indispensable. Promoting enterprise competition to return to honest management, promoting enterprises to strengthen their core competitiveness, and shaping a more standardized online shopping market can really let the market usher in the development of "spring".

< /p >