Hong Kong’s consumer watchdog said it received 10,178 complaints about cross-border online shopping over the past three and a half years, with almost a third about quality of goods.
The figures, from 2022 to June 2025, highlight growing challenges as more Hong Kong consumers turn to major mainland platforms like Taobao, Tmall, and JD.com for purchases, according to a reply to China Daily over the issue. Local buyers face issues like delivery disputes, counterfeit goods, and refund difficulties.
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The findings come amid an unprecedented joint warning about cross-border e-commerce risks issued by consumer watchdogs from Guangdong, Hong Kong and Macao on Tuesday, prompting calls for better consumer safeguards.
In a case provided by the Hong Kong Consumer Council, a Hong Kong consumer lost HK$55,600 ($7,082) in 2023 after ordering customized cabinets from a Chinese mainland e-commerce seller. The problems piled up: delayed delivery, incorrect sizing, defective workmanship (color mismatches, slanted doors), and an unresponsive seller. Despite complaints, the platform refused to issue a refund, citing its custom-order policy, and the Consumer Council was unable to follow up due to missing transaction proof.
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The complaints covered a wide range of issues, with product quality being the most prevalent, accounting for 31 percent of all cases with 3,180 complaints. Other common issues included contract amendments or terminations (19 percent), delivery delays or loss (17 percent), and suspected fake goods (12 percent). Price disputes, wrong items received, aggressive sales tactics, expired products, and poor after-sales service each contributed to a smaller but still noteworthy portion of the complaints.
These cases underscore the importance of due diligence and proper documentation when engaging in cross-border e-commerce. The authorities urged consumers to retain all transaction records and to be cautious of sellers requiring full payment upfront, especially for custom orders.
Huang Yawen contributed to the story.
