Online shopping logistic woes undermine consumer confidence

Online shopping has become an integral part of daily life for many, offering unmatched convenience and accessibility.

However, persistent issues with pickups and returns have led to a surge in consumer complaints. 

In 2024, the Consumer Council received around 17,000 grievances related to online shopping logistics, accounting for nearly 40 percent of all cases handled. 

Common problems included platforms failing to honor local return policies, delayed pickup notifications resulting in unnecessary late fees, and poorly managed pickup points leading to lost packages. 

These frustrations have not only sparked disputes but have also eroded trust in online shopping.  

The Council has called on logistics providers to improve transparency by clearly communicating pickup deadlines and late fee policies. 

It also urged them to establish better dispute resolution mechanisms for technical errors. Self-pickup points, whether operated by logistics firms or third parties, were advised to enhance package security and customer service coordination to prevent losses or wrongful collections. 

The industry was reminded to uphold service commitments to restore consumer confidence and capitalize on the growing e-commerce market.  

Case 1: Broken promises on local returns

In one case, a consumer purchased a defective computer monitor for 1,650 yuan from a Mainland e-commerce platform that advertised "Local Return" services in Hong Kong. 

After paying an extra 72 yuan for cross-border shipping, she attempted to return the item at the logistics provider’s Fo Tan service point. 

Despite waiting 40 minutes, she was told the system was down and had to leave the monitor behind. Weeks later, the provider claimed the item was ineligible for local returns, leaving her in limbo.  

After the Consumer Council intervened, the platform eventually arranged a full refund, but only after a month and a half of back-and-forth.  

Case 2: Late fees despite on-time pickup

Another shopper faced an unjustified late fee after collecting her package within the 24-hour window stated in a notification from Courier B. 

The SMS, received at 12.27pm, indicated a deadline of 12.14pm the next day—which had she met. However, the courier’s system had sent the message nearly two hours later than the timestamp it used to calculate the deadline. 

After the council stepped in, the company acknowledged the technical glitch and refunded the fee. 

Tips for smoother online shopping  

Consumers are advised to review logistics providers’ fee structures, including weight calculations and late charges, before selecting delivery options. For self-pickup, verifying whether the location is managed by the logistics provider or a third party can help resolve issues faster. 

Some couriers require dedicated apps for pickup codes, so downloading them beforehand is recommended.  

In cases of damage or loss, compensation is often capped, so purchasing additional coverage for high-value items may be wise.

Shoppers are also reminded to inspect packages immediately and document any issues. 

For cross-border purchases, checking import rules and product eligibility beforehand can prevent complications.