By Lo Chi and William Hetherington / Team reporter, with staff members writer
A surge in on the internet browsing amid the COVID-19 pandemic has brought on a sharp rise in purchaser grievances, with two-thirds of them coming from buyers of e-commerce system Shopee, the Government Yuan’s Buyer Defense Committee mentioned.
Previous 12 months, 6,362 problems ended up submitted against six significant e-commerce platforms — a yr-on-12 months raise of 2,119 circumstances, or 49.9 percent, the committee stated.
Of individuals instances, 4,069 ended up from Shopee people, it reported, incorporating that 1,500 of them ended up related to mispriced egg tarts.
The browsing platform with the second-greatest variety of grievances was Momo with 1,065 instances — 16 extra than in 2020 — even though PChome consumers submitted the 3rd-best amount of grievances with 465 circumstances — 93 a lot more than in 2020, the committee reported.
Problems of Ruten end users grew to 366 situations, 15 extra than in 2020, it claimed.
Only Yahoo Buying observed a decline in issues, with 45 fewer instances than in 2020, the committee reported.
ETMall experienced 164 problems — the very same as in 2020, it claimed.
The best trigger of problems was mispriced goods, which accounted for 23.6 % of complete grievances, the committee said, adding that most of those people submitting grievances mentioned they were being not pleased with how the respective platform and sellers dealt with the discrepancy.
The 2nd-biggest cause of problems was product problems, most involving electronics, with buyers expressing they had been not capable to use the goods as intended, it reported.
Twenty percent of grievances included returns, with prospective buyers saying they have been dissatisfied with the return charges charged by sellers, or expressing that the resources had been not returned to them in just the promised time, it mentioned.
The committee reported that 6.6 percent of problems included shipping and delivery delays, mostly thanks to the sharp maximize in on the net buying activity just after the start off of the pandemic, which put a lot more pressure on logistics operators.
While the improve in on-line searching action caused by the pandemic contributed to the maximize in grievances, there was even now considerable place for enhancement in the administration and company quality of the platforms, it claimed.
The committee claimed it had questioned platforms to put into practice conflict avoidance mechanisms these types of as actual-name registration for sellers, delayed payment techniques and other actions to secure the rights and interests of customers.
Having said that, people today ought to fully grasp the challenges of searching on the internet, it stated, urging them to look into the reputations of specific sellers and platforms to superior safeguard by themselves.
The committee reported that apart from for beneath “reasonable exceptions” stipulated by the Customer Safety Act (消費者保護法), individuals can return goods to sellers inside of seven times of receipt at no price or burden to on their own.
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