The cross-border e-commerce complaint report was released, and the ocean terminal, dolphin house, koala sea purchase and temple library were named.

The Data Monitoring Report of Cross-border E-commerce Market in China released by E-commerce Think Tank Network shows that the cross-border e-commerce market in China reached 10.5 trillion yuan in 20 19, an increase of 16.66% compared with 9 trillion yuan in 20 18. In the process of development, cross-border electronic commerce will inevitably encounter customer complaints. A series of problems, such as the difficulty in distinguishing the authenticity of cross-border goods, opaque circulation information, slow logistics and difficult return, are also plaguing consumers, which is also the threshold that cross-border e-commerce platforms must cross to enhance user experience.

In the first half of 2020, Cross-border e-commerce platforms involving "Telecomplaint Bao" complaints include Hu Hai Haitao, Xiaohongshu, Ocean Terminal, Haitao 1, Amazon, Qu Feng Haitao, Feelunique, Temple Library, German W Family, Dolphin Family, Koala Haibao, National Haitao, Haitao Duty Free Shop, German BA Bodyguard Mall, Tmall International, Bonpont, WRURU, etc. AC School, 86mall, Onion, AliExpress, NZH Cross-border Platform, shopee, Renaissance, European Life Shop, Honey Bud, Jumeiyoupin, Xiji.com. Previously, Wish, Sheep Beibei Haitao, Effie Haitao, Australia Direct Mail, MG Haitao, Dunhuang Net, Oriental Global Purchase, Renren Haitao, Bingbing Purchase and Paramita also received complaints from consumers.

List of cross-border e-commerce complaints in the first half of the year: the Xiaohongshu Temple Library in Ocean Terminal ranks in the top three.

According to the effective complaints of users in the cross-border e-commerce field accepted by Electronic Woman Bao in the first half of the year, the top ten are: Ocean Terminal, Xiaohongshu, Temple Library, Koala Sea Purchase, Feelunique, Amazon, Haitao 1, Qu Feng Haitao, Germany BA Bodyguard Mall, Germany W Home; In addition, Tmall International, Haitao Duty Free Shop, National Haitao and Hu Hai Haitao were also included in the complaint list.

In a narrow sense, cross-border electronic commerce refers to the cross-border retail e-commerce, which belongs to the transaction subjects of different customs, and the transaction process of reaching a transaction, paying settlement and delivering goods to consumers through cross-border logistics, including: 96 10, 12 10 customs supervision code mode. The broad definition of network economy society is the application of e-commerce in import and export trade and retail, including the import and export of cross-border electronic commerce, cross-border electronic commerce (B2B, B2C, C2C) and related service providers.

Refund, delivery and product quality have become hot spots of complaints.

In the first half of 2020, cross-border e-commerce users' complaints mainly focused on cross-border online shopping, domestic online shopping and business disputes, accounting for 57. 18%, 29.90% and 6.70% respectively. Users complain that the gender shows 70% of women and 30% of users are men; The top three ranges of user complaints are 100-500 yuan (35.4 1%),1000-5,000 yuan (17.22%) and 0- 100 yuan (/kloc-0. The top three users complained about cross-border e-commerce were Guangdong, Beijing and Shandong, accounting for 10.77%, 8.6 1% and 7.66% respectively.

According to the domestic e-commerce professional consumer mediation platform "Diannvbao" (3 15. 100EC. CN), the case of accepting users' rights protection shows that refund, delivery, product quality and online sales of fakes are the main problems of cross-border e-commerce complaints in the first half of 2020.

15 typical cases reveal "hidden dangers" of cross-border online shopping

The report disclosed five typical cases, including Hu Hai Haitao, Xiaohongshu, Ocean Terminal, Haitao 1 No.,Amazon, Qu Feng Haitao, Feelunique, Temple Library, Germany W Family, Dolphin Family, Koala Haibao, Quan Min Haitao, Haitao Duty Free Shop, Germany Baba Bodyguard Mall and Tmall International 15. The main problems are difficult to refund, difficult to sell online and difficult to deliver.

Case 1 The goods of "Hu Hai Haitao" have not been delivered for a long time, and the after-sales refund has not arrived for a long time.

On February 25th, 2020, Ms. Wang bought 10 pieces of Atex coltkf94 mask pink medium-sized female (new and old packages were randomly distributed) at the overseas niche brand of "Hu Hai Haitao" under Hangzhou Taofenba Network Technology Co., Ltd., with a value of 289 yuan. After the purchase, I don't want to apply for cancellation of the order. At that time, I paid the money but didn't deliver it. Later, the goods were also delivered. Later, the customer service was asked to intercept (20 freight was required). After the interception was successful, it was successfully returned to the merchant on February 28 and signed, but it has not been refunded until today. In the process of communication, many times it was delayed on the grounds of feedback or lack of delivery in the warehouse (the screenshot of customer service shows that feedback has indeed been given). In this regard, "Hu Hai Haitao" sent a feedback saying: Hu Hai completed the refund on March 5, 2020 +07: 59: 16, and returned it to your original payment account by default, with SMS reminder. Please pay attention.

Case 2 "Xiaohongshu Mall" after-sales deposit is not refundable, and no one accepts after-sales.

On June/October, 2020, Ms. Huang bought the German BASF fiber wool cosmetic brush set 1 2 sets prepaid in 20 yuan on the e-commerce platform of Xiaohongshu Mall under Xingyin Information Technology (Shanghai) Co., Ltd., and there was no refund when it appeared. On June 6, 2020, I paid the final payment, but I chose to refund it, but I only returned it. The customer service of Meisikou flagship store said that they couldn't refund the deposit, and asked me to find Xiaohongshu platform to refund the deposit, but I called Xiaohongshu platform, and the customer service phone was not connected at all, and the number did not exist. In this regard, "Little Red Book" sent a feedback saying: After verification, the order made by the user is a pre-sale commodity, and the deposit is not refundable, which has been checked and confirmed by the customer one-on-one when paying the deposit. After negotiation, the deposit has been returned to the user and reported to the team leader for your handling. Please wait patiently for the refund.

Case 3: It is difficult to withdraw cash after the goods of "Ocean Wharf" are removed from shelves and sealed.

On April 10, 2020, Mr. Lin registered the buyer number of "Ocean Terminal" under Shanghai Ocean Terminal Network Technology Co., Ltd. Just 20 days later, he placed some orders one after another, so on May 19, 2020, Ocean Terminal sent me an email saying that May 20 to May 24 was Ocean Terminal Brand Discount Week, and any goods without brands were not allowed to participate. Because the product I went to was not an international brand, but a local niche brand, the platform was forcibly removed at around 9 pm, and then I left it alone and took a four-day holiday. I didn't expect to see how the store was sealed up by the platform around 4 pm on the 20th, so I contacted the customer service of WeChat Ocean Terminal. The customer service asked me if I had any goods on the shelves. I said no, and then I asked the customer service, but the customer service didn't reply. There is still more than 30 thousand money in it, and I can't take it out In this regard, "Ocean Terminal" sent feedback that it will verify and handle it for you as soon as possible.

Case 4 "Haitao 1" has difficulty in canceling the order after ordering the wrong goods.

On June 2, 2020, Ms. Xu bought Armani lip glaze at "Haitao 1" under Shanghai Ugly Liuhe Network Technology Co., Ltd. Because I didn't pay attention to the wrong color number, I contacted customer service to cancel the order as soon as I placed the order. The customer service said it couldn't be cancelled, and the order hasn't been delivered yet. The merchant refused to cancel the refund. I contacted the customer service when I placed the order, and the customer service refused to cancel it. The help center of Haitao 1 also said that it could contact customer service to cancel the wrong undelivered order, but the merchant refused to cancel it. 1 Haitao's customer service has not been handled. In this regard, "Haitao 1" reported that it had been replied and handled, and whether it was successfully cancelled depends on the actual application results of overseas merchants.

Case 5 "Amazon" goods are not on the right board, and after-sales freight payment is refused.

On May 2020 10, Ms. Gan bought 90 capsules of Elizabeth retinol ceramide in Amazon. The package from Amazon is an empty bottle with a total weight of only 0. 17kg (photos are provided in the attachment). Communicate with customer service and be told that you must send it back to Beijing for review before you can apply for a refund, and the express delivery must be SF Express, and the freight should be prepaid. Leave a message saying that you will reply within 7 days. After waiting for 10 days, I didn't receive any reply, so Ms. Gan contacted the customer service, and the customer service asked for the waybill number in the name of verification. Later, the other party said that they could get a refund. But the postage needs a voucher, and I provided the voucher and sent it to the mailbox designated by the other party. On the same day, the customer service said that it was no problem, and there was a text message to prove it. However, I received a customer service call today and refused to compensate for the freight on the grounds of insufficient documents.

Case 6 "Qu Feng Haitao" goods are difficult to get a refund after they are not delivered.

On April 3, 2020, Ms. Zhang bought an Armani red air cushion from Qu Feng Haitao, a subsidiary of Shanghai Qu Qian Network Technology Co., Ltd., and the product was delayed. I asked the customer service of WeChat in April 1 1, and the other party told me that it was out of stock and suggested that I apply for a refund. However, this product has not been removed. I told the customer service that the products out of stock can be removed from the shelves. The other party said to contact the relevant personnel, but it was still on sale until (April 17), and the seal was issued from June 1 1 to June 17 for seven days, and the money was not refunded. Customer service attitude is extremely poor, love to take reason. In this regard, "Qu Feng Haitao" reported that due to the problem of bank docking, the fee has been successfully returned to the user at this stage, and the user has also informed that the fee has been received without objection.

Case 7 "Feel Unique" goods are difficult to get a refund after sale.

On February 26th, 2020, Ms. Wang bought a bottle of 12 essence at 570 yuan on the website "feelunique". Until June 3, 2020, the seller still failed to deliver the goods and refused to refund. I negotiated with customer service several times. Every time the customer service said that it was necessary to check with the warehouse and refused to admit that the bag was lost. I asked for the waybill number, but the waybill number given is not dynamic. The international waybill number does not exist either. This is a false delivery. Refund a refund. Not only that, I obviously haven't received the goods, and the logistics is fake, but the website has shown that the transaction is completed.

After receiving complaints from users, we immediately handed over the complaints to the relevant staff of the platform for supervision and proper handling. In this regard, "feelunique" sent a feedback saying: Hard-working customers contact our Chinese official website customer service through E-link:/ to verify whether there is any waybill number information starting with EL and ending with HK to declare and pay taxes. If not, we will give priority to refund after the customer provides the picture of the query result.

Case 8 "Temple Library" goods were suspected of fake goods and refused to issue invoices after sale.

On April 18, Mr. Zhang bought a men's shirt in Siku Trading Co., Ltd. "Siku", and the product was displayed as a platform self-operated product, showing tax included. After receiving overseas goods, I found that the packaging of the goods was very simple, except for the inner tag of the clothes, and the outer packaging was very common. I seriously doubt whether it is true or not, so I ask for a refund or an invoice. The customer service refused to return goods on the grounds that overseas goods could not be returned, and insisted that after the platform inspected the goods, I asked for an ordinary invoice, and the customer service feedback could not issue any form of invoice. I asked for a customs duty payment certificate, because the order showed that the tax had been paid, but the customer service said that there was no such service, which was outrageous. In this regard, "Temple Library" sent a feedback saying: Call the customer, the customer's goods will not affect the secondary sales, and will return the goods to the customer.

Case 9 "German W-home" goods were not delivered for a long time, and were not effectively handled after sale.

On February 14, Ms. Lu made a transaction on the official APP of "Germany W Home". After placing the order, the deduction was successful, and the order was confirmed, but the merchant never delivered the goods. So she looked for customer service reminders on February 24 and March 4, respectively, and the results of the two inquiries were inconsistent, but they all said that they would deliver the goods. However, on March 9, she received an email saying that the order was cancelled because of inconsistent information, because she bought milk powder. Such a long delay led to a shortage of food. Today's March 12, I asked why it took so long to deliver the goods and canceled the order, but the customer service didn't give a positive answer at last. In this regard, "Germany W Home" sent a feedback that the name of the shopper was inconsistent with the name of the Alipay holder, which made it impossible to clear customs. This is the customs regulations, please understand! We will refund the guests as soon as we receive the notice from the bonded warehouse.

Case 10 "Dolphin House" failed to clear customs for a long time, and the after-sales refund was refused.

Ms. Lu bought a champion brand short sleeve on the "Dolphin House" app of Beijing Kepler Technology Co., Ltd., and it has been nearly a month, and it has still been cleared in Jiangsu and has not been delivered. Now I want to return it. The customer service said I wouldn't accept the goods until they were returned or intercepted back to the warehouse. At present, there is no movement in logistics. I called the courier, and the courier said that only the sender knew the status of the goods, and the goods had not been delivered to me, so the order was displayed as completed. I haven't received the goods. Why can't I get a refund directly? I must wait until the goods are sent back to the warehouse. In this regard, the "Dolphin House" sent a feedback saying that it has been signed after the inquiry, please pay attention to check the package.

Case 1 1 The color of the product "Koala Sea Purchase" does not match the after-sales customer service, and it has not been effectively handled.

On June 3, 2020, Ms. Xi bought a bag in the overseas specialty store of Koala Haigou under Hangzhou Youmai Technology Co., Ltd. ... When communicating with the merchant, the merchant confirmed that it was the color I wanted, because the picture of the bag was very different from the real thing, so I had to repeatedly confirm whether it was the same one. The merchant is quite sure that it is the Zhen Hong I want, not the rose, but the genuine product is the rose, and the color is seriously inconsistent. The merchant does not accept the return request, and the tax is also borne by me. I said that I could only get the tax refund if I confirmed the payment, so I called the customer service of Koala Haibao, and the customer service also told me that the pictures looked the same.

Case 12 "National Haitao" false delivery was perfunctory by after-sales customer service complaints.

On February 8, 2020, Mr. Ye bought a mask on the "National Haitao" e-commerce platform of Beijing Youpin Huizhong Technology Co., Ltd., and there were problems that the mask could not be delivered on time and the logistics information could not be inquired (false delivery, refusal to deliver, overdue delivery, requiring customer service to wait all the time, and marking delivery for one week when purchasing). After that, he placed an order on February 18 to buy the mask until February 25th. As long as you wait, communicate with customer service for a refund, and you don't know anything about logistics. It's obviously a fake delivery, just a perfunctory response or something.

Case 13 "Haitao Duty Free Shop" failed to effectively deal with the suspicion of selling fake goods.

Case 14 "German Baba Bodyguard Mall" refused to return the goods after reducing the price.

On April 2 1 2020, Ms. Sui bought 6 cosmetics, including Otellini Essence, Queen's Water and Makeup Remover, at BA Bodyguard Mall in Germany. I just placed an order and then lowered the price. I want to apply for a refund. I want to buy it again. As a result, the customer service in the mall disagreed and the customer service attitude was extremely bad. I have been shirking my responsibility, but I will return it if I don't agree.

Case 15 "Tmall International" ordered goods with asymmetric cards to guarantee effective after-sales processing.

On April 23rd, 2020, Mr Cao bought a longines watch at Tmall International Fashion Store under Alibaba Group. After receiving the goods on 23rd, he found that the warranty date was February 2020, 15. Then I immediately found a human resource customer service report. The customer service said it would take 3 to 5 days to contact the supplier to verify the situation. Then I waited for 3 days to consult with customer service and said it was not verified. Then I called Tmall customer service and they offered me 100 yuan. I refused, and then increased it to 200, and I refused again. Now it will take three to five days. I called Longines after-sales service before, and they said that the warranty date of the card should be the delivery date or the order date, and there is no such thing as filling in first.