On the occasion of CyberDay, the sernac carried out a study to find out the main problems that affect consumers who use electronic commerce, and concluded that 65% of the complaints point to problems in the post-sale stage of products and services.
He national director of Sernac, Andrés Herrera, He highlighted these problems that afflict consumers who use electronic commerce and stressed that the Service will carry out a thorough inspection of companies during the CyberDay event, which will take place between 00:00 today and until Wednesday, May 31.
CyberDay will begin next Monday the 29th and will run until Wednesday the 31st
“In recent times, the regulations on rights in electronic commerce have been greatly strengthened after the entry into force of the Pro-Consumer Law and the Regulation of Electronic Commerce, for which reason companies must strictly comply with the requirements set forth therein. contemplate, because, otherwise, they will have to answer before Sernac or before the courts,” he stressed.
The study called “User journey in electronic commerce” was based on the exercise of dividing the purchase process into various stages, in order to identify which are the most recurring shortcomings of the consumer experience when purchasing products and services for Internet.
This analysis considered the claims associated with electronic commerce entered into Sernac between March 22, 2022 and February 1, 2023, including claims received against official companies linked to the “cyber events” organized by the Chamber of Commerce. de Santiago (CCS), as well as against other companies that have generated their own cyber.
One of the main conclusions was that 65% of the total claims were concentrated in the post-sale stage.
The complaints are mainly about:
– Problems to terminate the contracts or by unilateral terms of said contracts arranged by the companies themselves.
– Failure to exercise the right to legal guarantee when the products are defective.
– In addition, the delivery of the purchased product (19.4%) concentrates the second majority of consumer complaints and refers specifically to the delay or delay in dispatch.
Meanwhile, the stage prior to and during the purchase (15.6%) ranked third in people’s claims. Among the greatest difficulties are:
– Disadvantages to make the payment (8.6%).
– Disadvantages to search for products (3.8%).
– Disadvantages to determine its availability (2.6%), among others.
Finally, when analyzing the 10 companies with the most complaints in Sernac, without considering the number of transactions, Falabella.com-Linio led the list (27.9%), followed by leader.cl (12.8%) and Latam Airlines (12%).