2025年"双11"已过去近一月，12月11日，上游新闻从黑猫投诉平台获悉，2025年11月电商平台投诉量相比 10月上涨6.99%。值得注意的是，抖音商城成为11月电商平台投诉量最高的平台，而淘宝商城超3万件投诉 中，回复率为零。 4000 3000 r 11月29日 11月15日 11月1日 黑猫投诉平台数据显示，2025年11月电商平台有效投诉总量 为148834单,相比10月上涨6.99%;随着双十一活动持续, 电商平台投诉不断上涨,在11月11日、12日达到峰值,单日 投诉近6000单,双十一过后投诉量有所减少。 11月电商行业商家投诉情况 黑猫投诉平台电商领域11月投诉量前三的商家为抖音、淘宝和 拼多多;投诉量前十的商家中,淘宝、天猫未回复,拼多多回 复率超7成,京东只回复了33.52%的投诉,其余商家回复率较 高。 11月电商投诉问题 | 投诉问题 | 日比 | | --- | --- | | 客服问题 | 39.44% | | 退款问题 | 16.35% | | 货不对板 | 13.04% | | 虚假发货、不发货 | 12.50% | | 商品破损 | 8.72% | | 虚假宣传 | 6. ...

Core Insights - The report reveals significant consumer complaints in the e-commerce sector, highlighting issues such as refund disputes, product quality, and after-sales service [8][9][10]. Overall Data - The top complaint types include refund issues (17.59%), product quality (7.08%), and after-sales service (5.32%) [10]. - Complaints are concentrated in Guangdong Province (21.84%) and Zhejiang Province (9.11%) [13]. - The gender distribution of complaints shows a predominance of male users at 77.05% compared to 22.95% for female users [16]. - Most complaints involve amounts ranging from 0 to 50,000 (42.58%) and 0 to 100 (14.96%) [20]. Rating Data and Typical Cases Digital Retail - The top platforms for complaints include Pinduoduo and Douyin E-commerce, with issues such as delayed shipments and counterfeit products [28][31]. - The report lists 16 platforms recommended for ordering, including Tuhu Car Maintenance and Vipshop, while 11 platforms, including Xiaohongshu, are advised against [23][24]. Digital Life - The top complaint platforms in this category are Meituan and Qunar, with issues related to inadequate after-sales support and false advertising [53]. - The report identifies 7 platforms recommended for ordering, including Luban Home and BOSS Zhipin, while 3 platforms, including Feizhu, are advised against [53][54]. Cross-Border E-commerce - The top complaint platforms include AliExpress and Shiji, with complaints about product issues and after-sales service [2]. - The report emphasizes the need for improved service and regulatory oversight to enhance consumer experience in the e-commerce industry [2].