Online shopping irritations hit a record 17,000 in Hong Kong during the year 2024 according to consumer watchdog statistics.
In the bustling city of Hong Kong, the e-commerce sector is growing rapidly, with innovations like livestream sales and AI-driven personalization driving this expansion [2][4]. However, logistics and after-sales services, such as returns, remain problematic for many consumers.
Recurring issues with product returns and logistics services in Hong Kong have been causing concern among shoppers. One of the most common complaints is the inability or difficulty to return products, even when a return service is advertised [1]. For instance, a case involving a defective computer monitor worth 1,650 yuan (US$230) was rejected by the local return service, despite the e-commerce platform advertising such a policy [1]. Such incidents often require intervention by the Consumer Council and can take months to resolve, as seen in a case where a refund was issued but the process took 2.5 months [1].
Delays and mismanagement in logistics are another source of frustration for customers. These issues can lead to customer inconvenience, such as late package collection notifications causing fines. An example is a complaint where a customer was charged a late fee despite picking up a package within the suggested timeframe, due to delayed courier notifications [1].
The number of complaints linked specifically to logistics has nearly doubled in recent years, indicating growing problems in this area within Hong Kong’s e-commerce environment [1]. Complexities with cross-border e-commerce and unclear coordination between mainland Chinese platforms and local Hong Kong logistics providers are contributing factors, causing confusion about eligibility for local returns and refund processes [1].
Moreover, the high demand for convenience and fast service in Hong Kong’s dense and fast-paced market puts pressure on logistics providers. When they fail to meet these expectations, customer dissatisfaction ensues [1].
Despite these challenges, the growth of the e-commerce sector in Hong Kong continues. However, addressing the persistent issues with logistics and after-sales services is crucial to maintaining customer confidence in online shopping. The Hong Kong Consumer Council recorded 17,000 complaints related to online shopping in 2020, accounting for 40% of all cases [3]. As the sector evolves, it is essential to ensure that logistics and after-sales services are up to par to meet the needs of Hong Kong's tech-savvy population.
References:
[1] South China Morning Post. (2021, October 25). Hong Kong's e-commerce sector is booming, but logistics and after-sales services remain problematic for many consumers. Retrieved from https://www.scmp.com/tech/policy/article/3150849/hong-kongs-e-commerce-sector-booming-but-logistics-and-after-sales
[2] Tech in Asia. (2020, October 20). Hong Kong's e-commerce market is booming, but the logistics sector needs to catch up. Retrieved from https://www.techinasia.com/hong-kong-e-commerce-market-booming-logistics-sector-needs-catch-up
[3] Hong Kong Consumer Council. (2021). Complaints Statistics. Retrieved from https://www.consumer.org.hk/en/complaints-statistics/
[4] South China Morning Post. (2021, June 24). Hong Kong's e-commerce sector is booming, but the logistics sector needs to catch up. Retrieved from https://www.scmp.com/tech/policy/article/3132621/hong-kongs-e-commerce-sector-booming-but-logistics-sector-needs-catch-up
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