Sou Hu Cai Jing·2025-12-08 16:30Core Insights - The report indicates that during the 2025 Double Eleven shopping festival, total e-commerce sales reached 1.7 trillion yuan, marking a year-on-year growth of 14.2% [9][11] - The focus of consumer rights protection has shifted from "price wars" to "rule transparency" and "service experience" [9][11] - The top complaint issues include refund problems (19.73%), followed by arbitrary refunds (11.65%) and product quality issues (8.27%) [13][14] Overall Data - The top ten complaint issues during the Double Eleven period are as follows: - Refund issues: 19.73% - Arbitrary refunds: 11.65% - Product quality: 8.27% - Overly protective of consumers: 6.84% - After-sales service: 6.12% - Online fraud: 5.66% - Unfair clauses: 3.78% - Withholding deposits: 3.58% - Arbitrary fines: 3.32% - Online counterfeiting: 2.60% [13][14] Complaint Distribution - The top regions for complaints are: - Guangdong Province: 20.57% - Zhejiang Province: 9.18% - Shandong Province: 6.90% - Henan Province: 5.92% - Jiangsu Province: 5.53% [16] - The gender distribution of complaints shows that male users account for 71.88% while female users account for 28.13% [18] Complaint Amount Distribution - The distribution of complaint amounts is primarily concentrated in the following ranges: - 0-50,000 yuan: 32.16% - 100-500 yuan: 14.32% - 0-100 yuan: 13.74% - 1,000-5,000 yuan: 8.33% [20] Rating Data and Typical Cases - The rating results for platforms during the Double Eleven period are as follows: - Recommended for order: Zhuanzhuan, Tuhu Car Maintenance, Wanshifu - Caution advised: Meituan, Douyin E-commerce - Not recommended: Xiaohongshu, BOSS Zhipin - Not rated: Taobao, Tmall, etc. [22][23] - Typical complaint cases cover both digital retail and life service e-commerce sectors, highlighting issues such as refund delays and poor customer service [12][30]