According to the Korea National Council of Consumer Organizations (Chairperson: Kim Jae-ok), a total of 11,310 e-Commerce-related complaints were received from customers in January through April 2011. The Korea National Council of Consumer Organizations tabulated the figures based on the complaints submitted to 194 consumer counseling centers nationwide.

The number of complaints received in April (3,072 cases) increased almost six-fold compared to the 528 received in the corresponding period of last year. In fact, the number of cases received between January and April 2011 exceeded half of the total number (16,648 cases) of those received in 2010.

The rapid increase in the number of complaints is attributable to the diversification of products traded via e-Commerce and of devices that can be used for e-Commerce, such as smart phones and smart pads.

Looking at the number of complaints received in April 2011 by type of product, complaints about apparel/personal textile goods (4,592 cases) headed the list, followed by information/communication services (1,271 cases), information/communication devices (791 cases), and cultural goods (573 cases). By type of complaint, subscription withdrawal (4,479 cases) led the others, followed by delay in the delivery of or missing goods (1,775) and the disappearance of businesses (829 cases).

Rapid increase in complaints about custom-made goods/goods made to order

Recently, there has been a considerable increase in the number of complaints about custom-made goods or goods made to order (footwear or apparel). From January to April 2011, the number of consumer complaints about such goods increased almost eight-fold year on year from a mere 46 cases in the corresponding period for 2010. Consumers should be very cautious as these goods are highly priced and it is hard to cancel a subscription.

Precautions to be taken in e-Commerce transactions

Consumers purchasing goods via e-Commerce should take the following precautions, as they cannot check the goods themselves:

① Check the color, size and dimensions of the goods carefully before purchasing.

② Please check whether fraudulence is involved concerning goods offered at excessively low prices, using the relevant business's business registration number at the homepage of the Fair Trade Commission.

③ Goods transactions between individuals are hardly protected. Please be very cautious.

④ You should be particularly cautious about custom-made goods or goods made to order, as you will not be able to get an exchange or refund once you have agreed to the terms and conditions presented by the business.

⑤ In the event of a dispute concerning exchange or refund, please call the Consumer Counseling Center (Phone Number: 1372) for help.

※ Attachment: e-Commerce-related complaints and the relevant statistics