On November 2, the E-commerce Research Center of The NetE-Society released the "October 2021 China E-commerce User Experience and Complaint Monitoring Report". The report covers integrated retail e-commerce (mainly concentrated in live e-commerce, second-hand e-commerce, e-commerce service providers), life service e-commerce (mainly concentrated in online tourism, transportation, online catering and other fields). The report published the "October 2021 National E-commerce Complaint List", October consumer complaint data and 30 typical cases of online consumption platforms.
Chaos such as refund issues, product quality, and overlord clauses still exist
According to the "Telegraph Bao", in October 2021, the top ten types of complaints from online shopping users in The national online shopping users were: refund problems (31.89%), online fraud (10.7%), product quality (7.89%), after-sales service (7.61%), product quality (7.41%), overlord clause (6.58%), online counterfeiting (5.76%), other (4.73%), delivery problem (4.73%), order problem (4.12%).
In October, the top 20 areas where users gathered to accept complaints were Guangdong Province, Jiangsu Province, Zhejiang Province, Shandong Province, Beijing Municipality, Hebei Province, Sichuan Province, Shanghai Municipality, Shanxi Province, Hubei Province, Henan Province, Fujian Province, Liaoning Province, Shaanxi Province, Xinjiang Uygur Autonomous Region, Overseas, Gansu Province, Yunnan Province, Hunan Province, and Guangxi Zhuang Autonomous Region.
At the same time, the distribution of complaint amounts in October was mainly concentrated in 1000-5000 yuan (25.72%), 100-500 yuan (17.7%), more than 10,000 yuan (14.61%), 0-100 yuan (12.14%), 500-1000 yuan (10.7%), 5000-10000 yuan (10.7%), and unselected amount (8.44%).
Typical complaint cases of retail e-commerce were released 10 platforms such as Paijitang, Shop Baby, and Plaything Dezhi were selected
According to the "Diandianbao" e-commerce big database (data.100ec.cn), in October 2021, Hongbulin and Weipaitang in the national retail e-commerce consumption rating list received the "recommended order" rating; Secoo, Jingdong, and Douyin received the "cautious order" rating; Panda Life and Pinduoduo were rated "no recommended order"; idle fish, shop baby, and Taobao were "not rated".
Typical complaint cases of life services released 10 platforms such as Fliggy, Meituan, and Walk and See Travel were selected
According to the "Dianshubao" e-commerce big database (data.100ec.cn), in October 2021, a small boat education in the national life service e-commerce consumption rating list received a "recommended order" rating; Lianlian peripheral tour received a "cautious order" rating; vipkid and 51talk were "not rated".
In the field of life services, according to the "Telegraph Bao" to accept user rights protection cases, we selected ten typical complaint cases from them, involving Fliggy, Meituan, Ticket Dodo, Walk and See Travel, Qunar, Ctrip, Lianlian Peripheral Travel, Boss Direct Hire, Zhixing, and Tongcheng Travel.
Typical complaint cases of online education were released, and 10 platforms such as Big Pond Small Fish, Teaching Unwilling, and 51talk were selected
According to the "Dianshubao" e-commerce big database (data.100ec.cn), in October 2021, a small boat education in the national online education consumption rating list received a "recommended order" rating; 51talk and vipkid were "not rated".
In the field of online education, according to the "e-litigation treasure" to accept user rights protection cases, we selected ten typical complaint cases from them, involving big ponds and small fish, teaching and not giving up, 51talk, Tianpu education, light education, Xuehui network, Hujiang network school, global network school, deep-sea education, and public fun education.