Refunds and delivery are the frustrations of e-commerce consumers

The three groups of issues that consumers in the e-commerce sector report most often include refunds, account suspensions and delivery, showing that risks are concentrated in the post-transaction stage.

Some consumers reported problems related to slow delivery and wrong product delivery (Illustration photo)

According to data from the National Competition Commission ( Ministry of Industry and Trade ), in the first 9 months of 2025, this agency received 144 complaints and petitions from consumers in the field of e-commerce through channels such as website, email and post office.

The most common complaints and suggestions from consumers in the e-commerce sector in 2025 focused on refunds with 31 complaints (19%). Account locking or restriction issues came second with 21 complaints (13%), followed by incidents related to slow delivery and wrong product delivery with 20 complaints (12.5%).

In addition, consumers also complained about counterfeit goods, poor quality goods or goods not as described with 11 complaints, difficulties in warranty and return with 11 complaints. Disputes arising from financial services and payment methods "buy now - pay later" or e-wallets had 9 complaints.

It can be seen that the three biggest groups of issues including refunds, account blocking and delivery accounted for nearly half of the total number of complaints. According to the National Competition Commission, this not only shows that consumer risks are concentrated in the post-transaction stage but also reflects the clear impact of the differentiation of the e-commerce market in recent times.

The National Competition Commission assessed that when the market size increased sharply but concentrated on a few large platforms, bottlenecks in operations, especially refunds, account management and delivery, easily spread, causing the number of complaints to increase sharply and become more systematic than in previous years.

To limit disputes, protect their legitimate rights and improve safety when shopping online, the National Competition Commission recommends that consumers be more proactive in choosing, monitoring and processing transactions.

Consumers need to choose reputable and transparent sources of goods. Prioritizing shopping at genuine stores with clear certification, many positive reviews and reliable transaction history will help limit the risk of encountering counterfeit goods, poor quality goods or products that do not match the description.

In addition, consumers need to carefully read the return, warranty and refund policies before placing an order. This is an important legal basis to protect the rights of buyers in case of disputes. Consumers should save invoices, electronic documents, product photos and the entire history of exchanges with the seller as evidence when necessary.

When using financial services such as e-wallets and buy now, pay later, consumers need to carefully consider their personal financial capacity. Regularly monitoring payment history, credit limits and related fees will help prevent bad debt or unexpected additional costs.

Consumers need to proactively reflect and complain early when problems arise. Consumers should first contact the floor directly for support, and promptly send information to the official channels of state management agencies such as the online reception system or the toll-free hotline 1800.6838 of the National Competition Commission, for guidance and transparent handling.

For organizations and individuals doing business in the field of e-commerce, the Commission recommends increasing the transparency of information about goods, services and transaction policies on the platform. Clearly announcing and easily accessing the conditions for refunds, returns, warranties as well as information about the suppliers of goods and services will help consumers make more accurate decisions and minimize the risk of disputes.

Organizations and individuals doing business in the field of e-commerce need to improve the process of receiving and handling consumer feedback and complaints in a convenient, transparent and easy-to-monitor manner. A timely response mechanism with a clear deadline will help strengthen trust and affirm the platform's reputation.

In delivery and service provision activities, platforms need to strengthen transportation quality management and closely coordinate with logistics partners to limit delays, lost or wrong product delivery.

For financial services and accompanying payments, platforms are recommended to be transparent about conditions, costs and enhance the security of consumers' personal data. This is a key factor to ensure safety in online transactions.

Organizations and individuals doing business on digital platforms can proactively participate in programs to comply with the law and commit to protecting consumers launched by state management agencies. Active participation will help improve their image, increase their competitive advantage and contribute to building a transparent and sustainable e-commerce market.

According to VNA

Source: https://baohaiphong.vn/hoan-tien-va-giao-hang-la-noi-buc-xuc-cua-nguoi-tieu-dung-san-thuong-mai-dien-tu-524174.html