Online shopping complaints and reports accounted for more than half of the live broadcast, with an increase of 47.1 times in five years.

　　China Securities Network News (Reporter Chen Fang) Today is March 15th International Consumer Rights Day. The reporter learned from the General Administration of Market Supervision that in 2023, the national market supervision department received 35.343 million consumer complaints, reports and inquiries through the national 12315 platform, telephone, fax and window, a year-on-year increase of 20.2%. Among them, 17.403 million complaints were accepted, a year-on-year increase of 32.8%.

　　There are five main points to watch, and a quick look at the article.

　　After-sales service accounts for the largest proportion of complaints and the fastest growth rate.

　　In the category of complaints, the problems reflected by consumers mainly focus on the difficulty in product replacement, the delay in delivery time, and the failure to provide free maintenance for product damage during the warranty period.

　　Judging from the complaints, after-sales service (4.021 million), quality problems (3.617 million), food safety problems (2.066 million), contract problems (1.462 million) and unfair competition (993,000) are relatively prominent, accounting for 23.1%, 20.8% and 11.9% respectively.

　　After-sales service grew the fastest, with a year-on-year increase of 61.5%, ranking first in the problem for two consecutive years. Among them, the problem of "three guarantees" reached 2.261 million, accounting for 56.2%; There were 378,000 delivery or installation problems, accounting for 9.4%.

　　Online shopping reports account for more than 50% of the total reports, and the live broadcast has a high growth rate.

　　The problems reflected by consumers in online shopping mainly focus on the purchase of "three no" products, the inconsistency between the products obtained and the products displayed in the live broadcast room, and the difficulty in returning goods.

　　In 2023, the national 12315 platform received 12.611 million online shopping complaints and reports, accounting for 56.1% of the total complaints and reports.

　　The scale of live broadcast e-commerce ushered in explosive growth. In the past five years, the scale of live broadcast e-commerce market has increased by 10.5 times, and the number of complaints about live broadcast goods has also increased year by year, with an increase of 47.1 times in five years.

　　The national 12315 platform received 337,000 complaints and reports of live broadcast with goods, up 52.5% year-on-year. The top three problems were after-sales service (73,000), quality problems (62,000) and unfair competition (45,000), and the fastest growing problem was unfair competition, which increased by 2 times year-on-year.

　　There are many disputes over the consumption of smart devices and complaints about tourism services.

　　All kinds of wearable smart devices and smart homes are increasingly favored by consumers, and related consumer disputes are growing rapidly.

　　In 2023, the national 12315 platform received a total of 104,000 complaints and reports on smart devices, a year-on-year increase of 1.1 times. Among them, smart watches (33,000 pieces) and smart homes (19,000 pieces) reported more complaints.

　　The signing and performance of service consumption contracts is more serious, which is more likely to lead to consumer disputes.

　　In 2023, the national 12315 platform received 138,000 complaints and reports on tourism services, a year-on-year increase of 2.2 times; Among them, there were 25,000 contract problems, accounting for 18.1%.

　　The problems reflected by consumers mainly focus on the difficulty of refund caused by unreasonable terms set by merchants, the failure of merchants to provide corresponding goods or services as agreed in the contract, and demanding consumers to pay high liquidated damages with unfair format terms.

　　Accelerated popularization of new energy vehicles, complaints and reports have increased year after year.

　　China’s new energy vehicles are developing at a high speed, and the number of new energy vehicles has increased by 4.4 times from 3.81 million in 2019 to 20.41 million in 2023. The market share increased from 4.7% in 2019 to 31.6%, an increase of 26.9 percentage points.

　　At the same time, the number of complaints and reports of new energy vehicles received by the national platform 12315 is also increasing year by year, from 18,000 in 2019 to 135,000 in 2023, an increase of 6.5 times.

　　The problems reflected by consumers mainly focus on the quality problems of new cars and merchants’ refusal to fulfill the obligation of "three guarantees", merchants’ failure to deliver goods according to the time agreed in the contract, and merchants’ refusal to fulfill the insurance agreement.

　　Deception and misleading routines. Many consumers need to be guaranteed the right to know.

　　Consumers will come into contact with all kinds of publicity information when shopping, but not all the massive publicity information is true and credible. Some merchants induce consumers to make wrong consumption choices by exaggerating and concealing the truth.

　　In 2023, the national 12315 platform received 1.443 million false propaganda complaints and reports, a year-on-year increase of 1.7 times. The problems reflected by consumers mainly focus on the fictitious product effect, exaggerating product advantages, improving false reputation through "favorable cash back" and misleading consumers to buy.

　　From the category of goods and services, there are food (296,000 pieces), cosmetics (150,000 pieces) and household items (144,000 pieces) in the category of goods. Among the service categories, there are many false propaganda complaints, including education and training services (84,000 pieces), sales services (52,000 pieces) and Internet services (38,000 pieces).