• Location:Taiwan
• Date: 2021/05/20
• Update Date:2021/05/20
• Clicks:232

According to statistics fromcomplaints against six major e-commerce platforms received by the Department of Consumer Protection, the Consumer Protection Committee, Executive Yuan(hereinafter referred to as the DCP) in 2020, there are a total of 4,243 cases. This is a 45.2% increase and an additional 1,321 cases compared to statistics from 2019. The DCP has invited these e-commerce platforms to hold a meeting and requested them to assist in reducing the number of cases and track theirimprovements regularly. 

The DCP states that the public has purchasedgoods on e-commerce platforms on mass due to the epidemic. As a result, there is a significant increase of cases of consumer complaints and disputes. The complaints and disputes is as follows:

1.2,029 cases were opened following complaintsagainstShopee Taiwan Singapore Private Limited Taiwan Branch (hereinafter referred to as Shopee).According to statistics over the years, thisis the first e-commerce platform with more than 2,000 cases.802 cases are added to the list of cases in 2019 (an increase of 65%). 

2.1,049 cases are complaints against Fubon Multimedia Technology Co., Ltd. (hereinafter referred to as momo).Compared to 2019, 424 cases were added (an increase of 67.8%). 

3.372 cases are complaints against PChome Online Inc.

4.351 cases are complaints against PChome eBay Co., Ltd. This is 19 cases fewer than in 2019 (the only company with a decrease in cases).

5.278 cases are complaints against YAHOO! TAIWAN HOLDINGSLIMITED, TAIWAN BRANCH (H.K.).

6.164 cases are complaints against Eastern Home Shopping & Leisure Co., Ltd. 

In addition, according to statistics fromthe DCP, the top three types and product categories of the cases are as follows:

1.Top Three Types of Disputes

(1) Defective Items (about 1,035 cases)

(2) Shipment Disputes (about 505 cases), mainly caused by errors in quantity, color, the shape of goods, and also delays in delivery. 

(3) Not abiding by the regulations within the 7 days'notice period (about 246 cases)

2. Top Three Product Categories

(1) Clothes, leather goods, and footwear (about 606 cases)

(2) Household appliances and accessories (about 530 cases)

(3) Communications and accessories (about 467 cases)

As mentioned above, cases opened following complaints against e-commerce platforms in 2020 has increased massively. Although the epidemic is one of the driving factors, there is still room for improvement in management and service qualityof these companies. Therefore, the resolutions made by the DCPearlier are summarized as follows:

1.The e-commerce platforms shall request the sellers to abide by Article 18 of the Consumer Protection Act and provide consumers with effective communication information, such as the names and contact numbers of the sellers. The e-commerce platforms shall also request the sellers to comply with the laws and regulations through the guidance offered by the Ministry of Economic Affairs. 

2.The e-commerce platforms are requested to establish related management mechanisms through the guidance offered by the Ministry of Economic Affairsto effectively reduce the number of cases of consumer complaints and disputes, and filter out the goods or services which are illegal or that violate public order and due custom. Considering the rapid increase in the number of cases opened against Shopee and momo, it is particularly requested that these platforms propose effective solutions to the types of disputes which have been submitted and give an improvement report at the next meeting.

3.The e-commerce platforms are requested to be responsible for managing sellers and educating buyers to abide by laws such as the Consumer Protection Act to reduce occurrences of consumer complaints and disputes.  

The DPCissues an appeal to consumers to pay attention to online purchases and services: 

1.Customers are advised to understand the reputation of sellers and e-commerce platforms and use the price custody mechanism provided by third-party payment or e-commerce platforms. Should any dispute occur, there is a mechanism for handling it properly.       

2.Unless there is a reasonable exception regulated by the Consumer Protection Act, the buyer can claim unconditional termination of the contractwith the business owner (including individual sellers who are repeatedly engaged in sales) within 7 days after receiving the goods or accepting the services, without the need to make a payment.