Trends of Cross-Border Transaction Complaints filed at KCA in 2016

1.        Number of complaints filed at KCA in 2016 vs. in 2015

In 2016, a total of 11,118 complaints arisen from cross-border transactions has been filed at KCA, up 24.2% from 8,952 in 2015. Complaints related to cross-border transactions accounted for 1.4% of total complaint filings (779,335) at KCA last year, up from 1.1% a year ago.

2.        Number of complaints filed at KCA by transaction type

Out of the 11,118 cases, complaints for overseas buying or shipping agency transactions topped the list with 58.3% share (6,478 cases) in 2016, followed by complaints for overseas direct e-commerce transactions with 23.6% (2,630) and for direct offline transactions abroad with 5.1% (569).

3.       Number of complaints filed at KCA by product category

By product category, garments & footwear took the lion’s share (31.8%) of the complaints for cross-border transactions filed at KCA in 2016 while flight tickets & aviation service and accommodation stood at second (20.0%) and third (10.7%), respectively. Out of the 10,242 cases where product category was identified, 6,615 complaints (64.6%) were related to goods in 2016, up 23.5% from 2015. Complaints for services reached 3,627 (35.4%) last year, increasing 27.3% a year ago.

4.        Number of complaints at KCA by target country

For the 2,965 cases of which target countries were identified, Malaysia topped the list with 501 complaints in 2016, followed by the U.S. and China with 477 and 363 complaints, respectively.

5.        Number of complaints filed at KCA by reason

Complaints for delay or refusal in cancellation, refund & exchange reached 3,597, accounting for 32.4% of total complaints arisen from cross-border transactions in 2016. They were followed by 2,327 cases (20.9%) for unfair charges of penalties or fees & unsatisfactory prices, 2,113 cases (19.0%) for breach of contract, 1,088 (9.8%) for product defects, low quality & unsatisfactory after-sales service and 848 (7.6%) for unfair business practices.

6.       Number of complaints filed at KCA by transaction amount

By transaction amount, complaints for the transaction costing less than KRW 250,000 took the lion’s share (52.3%) of total 5,192 cases of which transaction amount was identified while complaints for the transaction costing more than KRW 1,000,000 accounted for 16.3% in 2016.