According to Indecopi, during 2020 and 2021, 83,739 reports and claims for purchases in electronic commerce were registered. The months with the highest incidence in 2021 were April, July and November, which precisely coincide with the campaigns Cyber.
On average, during the aforementioned campaigns, 324 reports and claims for virtual purchases are registered each week and in the month of July they usually increase by 60%, according to the entity.
For this reason, the Peruvian Chamber of Electronic Commerce (CAPECE) has identified the main problems that users present during the online purchase process.
- Before purchase: Of the 21,406 reports and claims registered in 2021, around 1,440 occurred before the user made the purchase. 47% of the claims occur because the platforms do not process the purchase and 43% due to misleading advertising.
- During the purchase: Most claims appear during the same purchase. 47% of the complaints in this phase are due to the fact that the product is not delivered, while 31% are due to the cancellation of the purchase. In the majority of cases (52%), the cancellation is due to the lack of stock of products.
- After shopping: During this stage are the attention to claims and other requests, which represent 39% of the complaints (8,354). Of this total, 46% is due to the non-refund of the money and 28% to the lack of the product. On the other hand, 95.1% of those affected complained to the supplier before going to Indecopi, but did not receive a response.
“From the Peruvian Chamber of Electronic Commerce we believe that it is very necessary to unite as an industry and abide by a code of conduct of good practices, which has already been reviewed and accepted by Indecopi, and to grant a certification seal to those companies that accept work to the highest industry standards. We want to provide the online consumer with a communication system and out-of-court legal support in case of conflicts, and thus promote a culture of customer service and ‘Marketing of Confidence,'” said Helmut Cáceda, executive president of the Peruvian Chamber of Electronic Commerce. .
