Only 50% of after-sales satisfaction of e-commerce should set relevant laws

The data shows that in 2012, consumers' complaints about online shopping mainly focused on: arrival time, refunds, after-sales service, return and replacement, logistics and express delivery, and other after-sales links, accounting for more than half of the total number of online shopping user complaints.

In the actual transaction process, customers are also dissatisfied with the problems of refund, return, and maintenance services. Some e-commerce companies even promised that "7 days no reason to return," "pay first," but in actual operation, there are still problems in the definition of vague, long solution period and other issues.

According to the statistics from the China Electronic Commerce Research Center, in 2012 alone, the domestic online shopping transaction scale exceeded the total amount for 2011, reaching 806.2 billion yuan. The annual domestic online shopping scale exceeded 1 trillion yuan, and the number of online shopping users exceeded 220 million, and the number of scales still shows an upward trend.

In addition, some merchants pay insufficient attention to the personal information of consumers and have extensive management, which may easily lead to the leakage of personal privacy of consumers. Some profit-making businesses will also sell personal information of customers, including consumption records, consumption habits, etc., as commodities. exchange.

Since China still lacks relevant standards and laws that specifically protect citizens’ personal information, there is no corresponding provision for websites that collect citizen information. When consumers’ privacy rights are infringed, it is difficult to obtain effective legal protection. To a degree, it has hit consumers' confidence.

According to the survey report, the main group of people who frequently use online shopping services is 25 to 34 years old, accounting for 54.63% of the total respondents. Academic qualifications of online shoppers are generally high. In this survey, undergraduate and higher education accounted for 54.33%, college education accounted for 29.55%, and high school and below accounted for 16.12%. From the point of view of career composition, the online shopping crowd is mainly white-collar workers and students. Among them, the highest proportion of company staff is 44% of all respondents.

To this end, China Consumer Relations Association called on the competent authorities to increase the efforts to formulate rules, improve e-commerce laws and regulations as soon as possible, establish a new type of e-commerce market rules, regulate the trading behavior of buyers and sellers and intermediary parties, and clarify the legal responsibilities of all parties. Establish corporate and personal credit evaluation systems and regulatory agencies, increase penalties for illegal trade behavior, and increase exposure to typical cases.