Core Insights - The total number of valid complaints on e-commerce platforms in November 2025 reached 148,834, marking a 6.99% increase compared to October [5][10] - Douyin Mall had the highest number of complaints in November, while Taobao Mall had over 30,000 complaints with a response rate of zero [6][11] Complaint Volume and Response Rates - Douyin Mall: 41,860 complaints, 99.96% response rate [6] - Taobao Mall: 31,974 complaints, 0% response rate [6] - Pinduoduo: 28,709 complaints, 71.92% response rate [6] - JD Mall: 22,771 complaints, 33.52% response rate [6] - Other platforms like Kuaishou and Dewu had high response rates, with Dewu at 100% [6][11] Peak Complaint Days - Complaints peaked on November 11 and 12, with nearly 6,000 complaints filed on those days [5][10] Main Complaint Issues - The most common complaint issues included: - Customer service problems: 39.44% - Refund issues: 16.35% - Incorrect goods: 13.04% - False shipping or non-shipping: 12.50% - Damaged goods: 8.72% - False advertising: 6.71% [9][12]
上游×黑猫 | 11月电商投诉报告：抖音投诉量第一，淘宝超3万件投诉回复率为零
Sou Hu Cai Jing·2025-12-11 20:08