Since April this year, online shopping for food in Serbia has increased by 200%, clothing by 100% and electronics by 50%, according to the Ministry of Commerce, Tourism and Telecommunications.
At the same time, the number of consumer complaints has increased by about 30%.
The State Secretary in the Ministry of Commerce, Tourism and Telecommunications, Tatjana Matic said that, during the state of emergency, postal operators recorded an increase in the number of shipments, i.e. delivery of goods purchased online, by 40%, while commercial operators recorded an increase in online sales from 50% to 300%.
“Even after the state of emergency was cancelled, postal operators registered a growth from 50% to 100%, while other online shopping companies registered an average growth of about 100%, according to the E-commerce Association of Serbia,” said Matic.
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E-commerce growth is expected to continue thanks to the now regular online shoppers, as well as the emergence of new customers who now trust the security and quality of online shopping, as well as retailers who are opening more and more online sales channels.
In April, says Matic, there was an extreme increase in online shopping with a large number of people trying to shop online for the first time and discovering all the benefits of it without having to go to the store.
She said that complaints from people who bought goods online mostly concern non-conformity of goods, warranties, delivery terms, refund policies and more.
However, the new Consumer Protection Law clearly defines consumers’ rights regarding online shopping, as well as vendors’ obligations regarding giving out information prior to purchase, delivery time, and the consumer’s right to withdraw from the purchase contract within 14 days of purchase without giving reasons and the vendors’ obligations in such cases.
This post is also available in: Italiano