The 2021 second-hand e-commerce consumer complaint data report was released, and many problems were gradually exposed

In 2021, as second-hand items enter the positive market, second-hand e-commerce jumped into the eyes of consumers, and this year, the good news of JD.com's unicorn "All Things New Life" Group was listed on the New York Stock Exchange, Kuaishou joined the second-hand e-commerce track, and YTO second-hand mall was officially launched.

However, while the industry is growing explosively, the second-hand e-commerce market is still facing many challenges, and stubborn diseases such as the quality of second-hand e-commerce products are not up to standard, online counterfeiting, and overlord clauses are gradually exposed. A few days ago, the E-commerce Research Center of the Network Economic Society released the "2021 China Second-hand E-commerce Consumer Complaint Data and Typical Case Report".

There are ten major problems with second-hand e-commerce complaints

In the complaints accepted by the "Telegraph Litigation Treasure" in 2021, according to the number of complaints from high to low, the second-hand e-commerce platforms that were complained about were ranked in order: Idle Fish, Red Brin, Turn, Confucius Old Book Network, Find a Beautiful Machine, Clap Machine Hall, Clap Second-hand, and Only Two.

At the same time, the report also announced the "2021 National Retail E-commerce (Second-hand E-commerce) Consumption Rating List", of which a total of 5 second-hand e-commerce platforms were selected, including: Find Beautiful Machine, Red Brin, Turnaround, Confucius Old Book Network, Idle Fish. Among them, the beautiful machine and red Bollinger were rated as "recommended to place orders", the old book network of Turning and Confucius was rated as "not recommended to place orders", and idle fish were rated as "not rated".

According to the "Telegraph Treasure", refunds, product quality, online counterfeiting, network fraud, overlord clauses, difficulties in returning and exchanging goods, customer service services, after-sales service, goods are not on the board, frozen merchant funds, and order discrepancies are the top ten problems of second-hand e-commerce complaints in 2021.

The giant effect of the rise of second-hand e-commerce is obvious

In 2021, the second-hand e-commerce industry developed rapidly, and the second-hand e-commerce companies opened the "big chaos" model, in this regard, Cao Lei, director of the E-commerce Research Center of the Network Economic and Social Society, pointed out that with the gradual popularity of green consumption concepts such as "idle economy", "sharing economy" and "recycling", people gradually shifted their vision from chasing new products to second-hand to new, "buying second-hand, using second-hand" is accepted by more and more consumers, especially the young generation, and even becomes a green and environmentally friendly living habit, which is the background of the rise of second-hand e-commerce.

However, at present, in the field of second-hand e-commerce, the head effect is obvious. Mo Daiqing, director of the online retail department and senior analyst of the e-commerce research center of the network economic society, believes that the earlier merger of love recycling and pat pai was to contain the idle fish of the Ali system and the "turning" of 58 cities, and although the development of the second-hand goods trading platform is still in the exploratory stage, the second-hand e-commerce industry has formed an oligarchy and the giant effect is obvious.

A number of second-hand e-commerce platforms have been "complained"

According to monitoring data, in 2021, "Idle Fish" (operated by Taobao (China) Software Co., Ltd.) received a total of 18 consumer ratings, all of which were "not rated".

In 2021, the main complaints of "Idle Fish" users in the whole year of "Idle Fish" mainly include online counterfeiting, product quality, refund problems, customer service problems, overlord clauses, network fraud, after-sales service, difficulty in returning and exchanging goods, delivery problems, false promotions, etc.

In 2021, "Red Brin" (Red Brin Group Co., Ltd.) received a total of 15 consumption ratings, of which 3 were "prudent orders", 12 times were "recommended orders", and the overall consumption rating in 2021 was "recommended orders". The main problems complained about are product quality, difficulty in returning and exchanging goods, overlord clauses, network fraud, order problems, refund problems, online counterfeit sales, after-sales service, and goods that are not on the board.

In 2021, "Transfer" (Beijing Transfer Spirit Technology Co., Ltd.) received a total of 16 consumer ratings, of which 8 times were awarded "no recommended order". The main problems of complaints are refund problems, network fraud, product quality, goods are not on the board, freezing merchant funds, customer service problems, malicious fines, online counterfeiting, false promotions, difficulty in returning and exchanging goods, overlord clauses, etc.

"Find a Beautiful Machine" (operated by Shenzhen Wanshifu Technology Co., Ltd.) received a total of 12 consumer ratings in 2021 and received a "recommended order" rating. The main problems complained about are after-sales service, refund problems, product quality, and difficulty in returning and exchanging goods.

Upstream journalist Yang Ye