General Administration Of Market Supervision: Nearly 80% Of Complaints About Direct Broadcast With Goods In 2020

      According to the news on March 15, the General Administration of Market Supervision issued an article today to introduce the situation of consumer complaints and reports received by the national market supervision authorities in 2020. It was said that live delivery with goods has become a new breakthrough for many e-commerce upgrades, and complaints about "live broadcast" have also increased rapidly. The quality of products is not well controlled and consumers are guided to consume impulsively by using "limit words", and it is difficult to guarantee the return and replacement of goods after-sale Problems such as barriers emerge in endlessly. In 2020, China's 12315 platform received 25500 "live" complaints and reports (nearly 80% of which were live with goods, an increase of 357.74% year-on-year), and saved 8.3553 million yuan of economic losses for consumers.

At the same time, the General Administration of market supervision said that the epidemic situation forced the traditional retail to continuously transform to online. The fresh e-commerce's stock preparation ability, rider distribution, price control and after-sales service have been severely tested. In 2020, the national 12315 platform received 65800 complaints about online shopping of fresh food. The main problems of complaints and reports are: poor quality, poor after-sales service, easy to cancel orders, difficult to deliver goods for a long time, and false promotion.

In addition, the epidemic has promoted the constant innovation of takeout industry and accelerated the development of catering retailing. In 2020, 25818 complaints about online ordering were reported. The main problems were: lax platform access audit, unlicensed operation of offline restaurants, damaged food packaging, delayed delivery, etc.

In general, in 2020, with the steady recovery of China's economic operation and the sustained and rapid growth of online retail, online shopping demands will grow rapidly and hot spots will appear frequently. The national 12315 platform received a total of 2.0332 million online shopping complaints, accounting for 28.04% of the total number of complaints and reports accepted by the platform, and 184100 cases were filed. The national market regulatory authorities recovered 304 million yuan of economic losses for consumers.