A Study on Online Shopping Scams

Nalini Arumugam, Faizah Mohamad, Alice Shanthi, Sai Dharinee


Online shopping is becoming increasingly popular though there are several risks. Hence, this study investigates the language used by an international e-commerce platform customer to voice out their dissatisfaction, types of online shopping risks on the international e-commerce platform, and strategies acquired by the platform in addressing scamming issues on their site. A qualitative approach was used to analyse the data gathered from consumers’ feedback and review of the product they purchased on the international e-commerce platform. Data were analysed thematically. The study’s findings revealed that delayed delivery and receiving counterfeit products were the most frequent complaints reported. The shopping risks identified were quality of product and delivery risks. Furthermore, the findings also revealed that the international e-commerce platform used negotiation, mediation, confrontation, and litigation strategies to combat scamming issues on its platform. The study concludes with recommendations.

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DOI: https://doi.org/10.5296/ijssr.v10i1.19290


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