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Measuring financial consumer detriment in e-commerce

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  • OECD

Abstract

Problems in e-commerce can lead to significant consumer harm (detriment), for example, when consumers have to pay more for a product than they reasonably expected (e.g. due to hidden costs); suffer from unfair contract terms; or receive products that do not conform to their reasonable expectations regarding quality or performance. In 2021, the OECD’s Committee on Consumer Policy implemented an online consumer survey in 13 countries to assess the magnitude of financial consumer harm arising from consumers’ most serious e-commerce problems. This paper summarises the survey results, highlighting, for example, that 50% of online consumers faced at least one problem in e-commerce in the year preceding the survey rollout and that the resulting harm is significant, reaching (after redress) up to 3.1% of the total e-commerce market size in some countries. The paper aims to enhance the evidence base for consumer policy and to help policy makers prioritise enforcement activities.

Suggested Citation

  • Oecd, 2022. "Measuring financial consumer detriment in e-commerce," OECD Digital Economy Papers 326, OECD Publishing.
    • Handle: RePEc:oec:stiaab:326-en
    DOI: 10.1787/4055c40e-en
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    Cited by:

    1. Park, Musik & Wang, Zhiyuan & Li, Lanyu & Wang, Xiaonan, 2023. "Multi-objective building energy system optimization considering EV infrastructure," Applied Energy, Elsevier, vol. 332(C).
    2. Garner, Benjamin & Hollenbeck, Candice R., 2023. "The role of natural scarcity in creating impressions of authenticity at the Farmers’ market," Journal of Business Research, Elsevier, vol. 167(C).
    3. Niu, Xiaoxiao & Harvey, Nigel, 2023. "Are lay expectations of inflation based on recall of specific prices? If so, how and under what conditions?," Journal of Economic Psychology, Elsevier, vol. 98(C).
    4. Saurbayeva, Assemgul & Memon, Shazim Ali & Kim, Jong, 2023. "Integrated multi-stage sensitivity analysis and multi-objective optimization approach for PCM integrated residential buildings in different climate zones," Energy, Elsevier, vol. 278(PB).
    5. Grossman, Ori & Rachamim, Matti, 2024. "How can coffee shops draw customers back after COVID-19? the influence of psychological distance on coffee versus tea preference," Journal of Business Research, Elsevier, vol. 172(C).

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