“The Pitfalls of Post-Sale: A Comprehensive Guide to E-Commerce User Journey Complaints & Solutions”

2023-05-26 21:57:05

of all stages that an e-commerce user goes through (pre sale, sale and post sale), the latter is the one that causes the most problems in the sale of products and services online.

This was the conclusion of a study carried out by the National Consumer Service (Sernac) entitled “User journey in e-commerce”where he 65% of claims They pointed to complications following a purchase or contracting of services.

The publication considers the claims associated with electronic commerce, which were entered into the institution between March 22, 2022 and February 1, 2023.

Complaints once morest official companies linked to “cyber events” organized by the Santiago Chamber of Commerce (CCS), as well as once morest other companies that have generated their own “cyber” are included.

Terms of contract or breach of warranty are the main complaints

Of the total claims received by Sernac, 65% were concentrated in the post-sale stage, with the main complaints around problems ending contracts or unilateral terms of said contracts arranged by the companies themselves.

It is also counted failure to exercise the right to legal guarantee in case of defective products, and the delivery of items other than those purchased.

Overall, it is followed by delivery of the purchased product (19.4%) as the second most consumer complaints, especially for delivery delays.

Finally, the stage prior to and during the purchase, with 15.9%, ranked in 3rd place, highlighting the inconvenience to pay (8.6%), to search for products (3.8%), or to determine their availability (2.6%).

A retailer, a supermarket and an airline top the lists with the most claims before Sernac

Along with detailing the reasons for consumer complaints, Sernac also detailed which are the companies with the most complaints before the entity, without counting the number of transactions.

In this sense, the list is headed by “Falabella.com-Linio” with 27.9% of the overall total, followed by “Lider.cl” with 12.8% and “Latam Airlines” with 12%.

In addition, the entity added that in the framework of the next Cyber ​​Day which will take place from 00:00 hours on Monday the 29th to Wednesday the 31st of May, will be supervising the participating companies.

“In recent times, the regulations on rights in electronic commerce have been greatly strengthened following the entry into force of the Pro-Consumer Law and the Regulation of Electronic Commerce, for which reason companies must strictly comply with the requirements set forth therein. they contemplate, because, otherwise, they will have to answer before SERNAC or before the courts”, stressed the national director of Sernac, Andrés Herrera.

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