According to various operational feedback from cross-border sellers, cross-border e-commerce has a much higher number of trading disputes than domestic e-commerce. There are many reasons for this.
(1) Online shopping does not allow you to experience the physical goods. In addition, cross-border transactions require longer logistics time than general online shopping. After traveling thousands of miles and waiting for such a long time to receive the goods, any mistakes can easily increase consumer dissatisfaction. Moreover, consumers are becoming more and more savvy, sellers are becoming more and more passive, and platform arbitration is also difficult.
(2) Although logistics and distribution are becoming more and more sophisticated and diverse, they are still prone to congestion during peak seasons or when local customs conduct strict inspections, resulting in delays, non-delivery, and damaged items.
(3) Sellers have many problems in their profit model and management. In terms of profit model, most sellers make a living by “selling at a difference”. A large number of neutral products are flooding the market, homogeneity is serious, price wars are fierce, and profits are not easy. Many sellers even have to carefully consider the cost of whether to choose a more expensive but more time-efficient and more stable logistics channel. The unskilled follow-selling is becoming more and more rampant, and it is becoming more and more difficult to create a unique and competitive listing that is not threatened, and the cost is getting higher and higher. In this case, many sellers can only rely on continuous distribution to maintain performance growth. With many stores and a variety of goods, they continue to lower costs and engage in price wars, and product quality is difficult to guarantee. Under the trend of barbaric development, product quality has become a big problem, and order processing omissions are inevitable. The consequence of all the above is that more and more buyers complain about quality, wrong delivery, errors in received goods, wrong colors, etc., and disputes arise between buyers and sellers.