State Administration for Market Regulation: More than 17.4 million consumer complaints will be received in 2023, with online shopping accounting for more than 56%

The State Administration for Market Regulation announced that in 2023, the national market supervision departments received a total of 35.343 million consumer complaints, reports and consultations through the national 12315 platform, telephone, fax, window and other channels, a year-on-year increase of 20.2%, and recovered 4.49 billion yuan in economic losses for consumers. Data shows that in 2023, the national market supervision departments received a total of 17.403 million complaints, a year-on-year increase of 32.8%.

After-sales service grew the fastest, up 61.5% year-on-year, and ranked first for two consecutive years. The problems reported by consumers mainly focused on difficulties in product replacement, delayed delivery, and no free repair for damaged products during the warranty period.

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 increase in complaints and reports on emerging e-commerce platforms, mainly live streaming, was significantly higher than that on traditional e-commerce platforms.

The problems reported by consumers mainly focus on the fact that the purchased goods are "three-no" products, the performance of the goods received is inconsistent with the goods displayed in the live broadcast room, and returns and exchanges are difficult.

In 2023, the national 12315 platform received a total of 104,000 complaints and reports about smart devices, a year-on-year increase of 1.1 times.

Among them, smart watches (33,000 pieces) and smart homes (19,000 pieces) received the most complaints and reports. The problems reflected by consumers mainly focused on difficulties in after-sales service, leakage of consumer personal information, and actual product functions not matching the publicity.

The number of complaints and reports about new energy vehicles received by the national 12315 platform increased from 18,000 in 2019 to 135,000 in 2023, a 6.5-fold increase.

The problems reported by consumers mainly focus on quality problems with new cars and the merchants refusing to fulfill the "three guarantees" obligations, the merchants failing to deliver goods on the time agreed in the contract, and the merchants refusing to fulfill the insurance agreement.

Zikuai Technology