In 2021, the mainland's foreign trade showed a rapid growth trend, and China's import and export cross-border e-commerce industry and sellers experienced a transformation from "barbaric growth" to "intensive cultivation". At the same time as the rapid development of cross-border e-commerce, many problems have also emerged. The online consumer dispute mediation platform "Televect Bao" shows that in addition to the traditional problems such as after-sales service, product quality, and false publicity, there are also some new "blocking points": for example, the cross-border shopping logistics cycle is long, the time of receiving goods exceeds the shelf life, and it is difficult for consumers to protect their rights.
A few days ago, the E-commerce Research Center of the Think Tank Network released the "2021 China Cross-border E-commerce Complaint Data and Typical Case Report".
More than 30 platforms listed, and female users accounted for more than 70% of the complainants.
According to the content of the complaint, the selected complaint list is more than 30 companies such as Siku, Yang Wharf, Little Red Book, Dolphin Home, Koala Haishou, AliExpress, Germany W Home, Sea Fox Haitao, Amazon, Tmall International, Haitao No. 1 and so on.
Among them, in the "2021 National Cross-border E-commerce Consumption Rating List", the platforms that have been "recommended to place orders" are Xiaohongshu, Haitao No. 1, Dolphin Home, Yang Wharf, and Haihu Haitao; the platforms that have been "cautiously ordered" have Siku; the platforms that have been "not recommended to place orders" are Koala Haibao, Amazon, etc.; the platforms that have been "not rated" are AliExpress, Germany's w-home, Tmall International, etc.
According to big data, the proportion of female users complaining about cross-border e-commerce in 2021 is 70.25%, and the proportion of male user complaints is 29.61%.
In 2021, the top ten types of complaints from cross-border e-commerce users in China are: refund problems, delivery problems, product quality, online fraud, false promotions, overlord clauses, difficulty in returning and exchanging goods, logistics problems, online counterfeit sales, and order problems.
In addition, the distribution of cross-border e-commerce complaints in 2021 is mainly concentrated in 1,000-5,000 yuan, 5,000-10,000 yuan and more than 10,000 yuan.
Typical case releases: Siku, Yang Wharf, etc. were selected
The report discloses the data and typical cases of ten cross-border e-commerce companies in 2021. Among them, in 2021, "Secoo" received a total of 17 consumption ratings, 15 "cautious orders", 1 "recommended order" rating, 1 "no recommended order" rating, and finally "cautious order" rating. At the same time, "Secoo" has refund problems, delivery problems, order problems, logistics problems, etc.
"Ocean Terminal" received a total of 16 consumer ratings, of which 6 were "recommended orders", 9 times were rated "prudent orders", 1 time was rated "no recommended orders", and finally "recommended orders" were rated. At the same time, the "Yang Wharf" has problems such as refund problems, commodity quality, non-refund of the return deposit, and difficulty in returning and exchanging goods.
Dolphin Home received a total of 14 consumer ratings, of which 11 were rated as "Recommended Orders", 2 times were rated as "Prudent Orders", 1 time were rated as "No Recommendation to Place Orders", and finally received a "Recommended Order" rating. At the same time, "Dolphin Home" has the problems of false promotions, online sales of counterfeits, freezing of merchant funds, mismatch of goods, and overlord clauses.
In 2021, "Sea Fox Haitao" received a total of 13 consumer ratings, of which 9 were rated as "recommended orders", 4 times were rated as "cautious orders", and finally received a "recommended order" rating. At the same time, "Sea Fox Haitao" has logistics problems, online counterfeiting, delivery problems, order problems, and refund problems.
Related cases
"Secoo" refers to the Hermès belt purchased by consumers without delivery and without refund
On October 17, 2021, Mr. Luo of Hunan Province complained that he had purchased a Hermès belt in the temple, and the order submitted on September 5 had not been shipped or refunded by October 17, customer service had not been contacted, no merchant had contacted Mr. Luo, and logistics could not find any information.
The same thing happened to Mr. Wang in Jiangsu Province. He complained that he bought a Mido automatic mechanical men's watch in Siku on October 7 last year, exceeding his promise of 1-2 weeks of delivery for many days, Mr. Wang asked for no results, so he applied for a refund, and now the application for a refund exceeds its promised time, and the inquiry has been fruitless.
Consumers who buy cosmetics at the Yang Wharf and do not receive the goods also have to pay freight and taxes
Ms. Cheng of Beijing municipality complained to "Telecommunication Bao" that the Lancome cosmetics she bought at Yang Wharf on November 9 last year had called her once by courier on november 11, because she was busy with work and did not receive it. As a result, she found that the goods had not been delivered to her home logistics location and returned. Customer service asks them to request a refund, but they are responsible for the shipping and taxes.
"The goods are not received but have to pay freight and taxes" Ms. Cheng communicated with the merchant many times and could not solve the problem.
Upstream journalist Yang Ye intern Liu Jin