The number of eCommerce complaints has surged in Singapore. A 54% increase occurred in the first half of 2023 compared to the same period in 2022. This is despite an 8% drop in general consumer complaints.
The Consumers Association of Singapore (CASE) recently released its mid-year report. It revealed that they received 1,703 complaints about online purchases in the first half of this year. In contrast, there were 1,107 complaints during the same time last year. According to CASE, the rise in complaints is expected. Online shopping has become more popular.
The complaints include common issues. These are delivery problems, goods not conforming to contracts, and misleading or false claims.
In response, CASE is planning action. They will launch a new CaseTrust accreditation scheme in the coming months. This scheme will address common online consumer pain points. It will cover a range of eCommerce practices, from pre-sale to post-sale.
The eCommerce industry is not the only one facing more complaints. The airline industry has also seen an increase. Complaints rose by 39%, including issues like booking problems, double booking, and baggage issues. CASE’s report notes that this rise reflects increased consumer demand for flight tickets. Most countries have now lifted travel restrictions.
Other industries have also witnessed an increase in complaints. Beauty, renovation contractors, education, and gym industries have seen a 4% rise in prepayment losses. This equals SG$302,205 and accounts for nearly 74% of total losses reported this year.
In contrast, complaints against renovation contractors have fallen. They decreased by 22%, from 807 last year to 631 this year. These complaints included unsatisfactory workmanship and project delays. eCommerce platforms must also play their part. They must ensure low consumer complaints. However, recently, Carousell and Facebook Marketplace ranked lowest among six e-commerce platforms. This ranking was for their anti-scam measures. These measures ensure the security of online transactions.
The Inter-Ministry Committee on Scams (IMCS) reported this in a statement. The information comes from the 2023 E-commerce Marketplace Transaction Safety Ratings (TSR). This report is published yearly. It updates ratings assigned to major eCommerce platforms and their security measures.
eCommerce scams remain one of the top scam types in Singapore. This data reveals a pressing need for continuous vigilance and action to protect consumers in the rapidly growing online market.
This news is based on Marketing Interactive.