Online shopping has become a daily routine for many, valued for its convenience and accessibility beyond time and space limits. However, issues related to pickups and returns of online shopping remain a common source of disputes. In 2024, the Consumer Council received approximately 17,000 complaints related to online shopping, accounting for about 40% of all cases received. Reported issues included online platforms failing to honour their local return policies; delays between the sending and receipt of package pickup SMS messages resulting in late fees; and negligent management of pickup points leading to lost packages. These issues not only sparked disputes but also undermined consumer confidence in shopping online.
The Council reminds logistics providers of the need to communicate package pickup times clearly and accurately. They are also encouraged to include in their notifications the exact threshold for charging late fees, and establish effective mechanisms to resolve disputes arising from technical or system errors. Self-pickup points, whether operated directly by logistics providers or managed by third parties, should ensure proper handling and secure storage of packages, and offer reliable pickup arrangements. They are also advised to enhance coordination with logistics providers and improve customer service standards to prevent package loss or packages being collected by the wrong recipients. The Council urges the industry to review every step of their operations to ensure they meet their service commitments. This will not only enable them to leverage opportunities from the rapid growth in online shopping, but also deliver a smoother and safer shopping experience for consumers.
Case 1: Platform Advertised Supporting “Local Return” Service in Hong Kong
But Logistics Provider Rejected the Returned Product Causing Dispute
The complainant purchased a computer monitor for approximately RMB1,650 from Mainland e-commerce Platform A, which claimed to support a “Local Return” service in Hong Kong. She paid an additional RMB72 for direct cross-border shipping via the platform’s partnered logistics provider. Upon delivery, however, the monitor was found to be defective, so the complainant brought the item to the logistics provider’s service point in Fo Tan as per the “Local Return” policy. After waiting for 40 minutes, she was informed that the return could not be processed immediately due to temporary system downtime. As such, she left the monitor with the provider and received a refund of the shipping fee that day. Later, the logistics provider notified the complainant that the monitor was not eligible for the “Local Return” service, and requested that she retrieve the item.
The complainant submitted a complaint to Platform A and followed up for over a month, but received only responses denying the product’s eligibility for the “Local Return” service. This prompted her to seek assistance from the Council. Following multiple attempts to communicate with Platform A, the Council received an update about a month and a half later that a return and full refund had been arranged for the complainant, thereby resolving the case.
Case 2: Late Fee Incurred Due to Delay Between SMS Message Send and Receipt Times Despite Collecting Package Within 24 Hours
The complainant received an SMS message from Courier B at 12:27pm on 1 January 2025, informing her to collect her package from a self-pickup locker within 24 hours to avoid a late fee. The complainant collected the package at 12:14pm the following day, within the stated 24-hour period. Despite this, a $10 late fee was imposed by the system. Questioning the accuracy of the charge, the complainant contacted Courier B via its website but did not receive a response. Consequently, she filed a complaint with the Council and requested a refund of the unreasonable charge.
In its response, Courier B explained to the Council that according to its system records, the SMS message was sent at the actual time of 10:47am, with the 24-hour collection deadline calculated from this timestamp, thereby triggering the late fee. It acknowledged that technical issues had delayed the message’s delivery after it was dispatched by the system. Following the Council’s intervention, Courier B contacted the complainant to explain the situation and arranged a refund of the late fee, successfully resolving the case.
Case 3: Poor Management of Self-Pickup Point Resulting in Loss of Unattended Package
The complainant ordered several items totalling approximately RMB270 from an e-commerce platform, and selected the free consolidated shipping service provided by the platform’s partner, Logistics Company C, with delivery to a designated self-pickup point at no additional charge. After receiving an SMS notification from Company C confirming the arrival of his package, the complainant visited the pickup point that same evening, only to discover that his package had already been collected earlier that afternoon. Upon observation, he noted that the self-pickup point operated as a shop and managed packages for multiple logistics providers. Packages appeared to be stored unattended in a back alley accessible to passers-by. This also led him to raise concerns regarding the procedures for verifying the identities of individuals collecting packages.
Dissatisfied with the poor management and inadequate package security at the self-pickup point, the complainant lodged a complaint with the Council. He requested an investigation, improvements to storage and pickup arrangements, and compensation for his lost items in accordance with the service terms. In its response to the Council, Company C confirmed the loss of the package, and agreed to arrange a full refund of about RMB270. The case was thus resolved.
Consumer should pay heed to the following tips when engaging logistics services for online purchases:
- Different logistics providers have varying fees and service terms. Consumers should familiarise themselves with how package weight charges are calculated, the units of measurement, minimum fees and handling charges. Costs may also vary depending on the selected delivery option, such as home delivery or self-pickup. Additionally, consumers should be aware of any extra fees, including surcharges for overdue package collection;
- When opting for self-pickup, note whether the pickup point is directly operated by the logistics provider or managed by partner traders. In the former case, the logistics provider can typically provide direct assistance for any package-related issues;
- Some logistics providers send notifications and pickup codes exclusively through their dedicated apps. Consumers are advised to download and familiarise themselves with these apps in advance;
- Depending on the logistics provider’s terms, compensation for lost or damaged packages may be based on the actual value of the package or the shipping fee, usually subject to a payment ceiling. For expensive or fragile items, consider purchasing additional services such as product inspection or enhanced compensation coverage. Additionally, consult the online store or seller about using protective packaging and applying “Fragile Labels” to ensure careful handling;
- Upon receipt, promptly open and inspect the package to ensure all items are intact and take photos as evidence. If any damage is found, contact the logistics provider immediately and prepare purchase receipts and transaction records to support compensation claims;
- If a return is warranted by the terms, first negotiate the return arrangements with the respective e-commerce platform, online store or seller. Maintain close communication to monitor the delivery status and condition of the returned items, and ensure that the refund method and timeline are clear and reasonable;
- When shopping on e-commerce platforms outside Hong Kong, be aware that product standards, specifications, and labelling may differ from those in Hong Kong. Some products may be for local sale only with no direct shipping option to Hong Kong. In such cases, consumers may need to use a consolidated shipping service. Before purchasing such items and committing to a consolidation service, first confirm whether the products are permitted for import and export. The Consumer Councils of Guangdong, Macau and Hong Kong previously issued a joint statement concerning online purchases of domestic-sale-only products. Details can be found at https://www.consumer.org.hk/tc/press-release/consumeralert_onlineshopping (in Chinese only).
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