Kuala Lumpur, Oct 13: Shopee, the leading e-commerce platform in Southeast Asia and Taiwan, has released the findings of a survey indicating that nine out of 10 Malaysians prefer Shopee for secure online shopping.
The survey, titled #ShopSafeWithShopee, also revealed that eight out of 10 Malaysians believe that Shopee offers the best support in dealing with scams while shopping online.
The key factors that influence the choice of an online shopping platform among Malaysian consumers are safety during transactions, secure payment methods, clear return and refund policies, assurance of authentic and verified products, and effective customer service resolutions.
This is particularly significant for shoppers aged 35 to 49, while younger consumers aged 18 to 34 prioritize the platform’s popularity and the diversity of products available.
The survey, conducted among 1,000 Malaysian shoppers aged 18 and above, identified several features that provide shoppers with peace of mind on Shopee.
These include platform features that allow customers to verify sellers through features like 4-to-5-star store ratings, live demos on Shopee live stream, and seller chat functions.
Additionally, Shopee Mall features, such as genuine premium brands, money-back guarantees, and the Authentic Deals Circle, as well as Shopee Guarantee, which releases funds to sellers only after customers confirm receipt of goods, are significant elements for online shoppers.
Kenneth Soh, Head of Marketing at Shopee Malaysia, emphasized their commitment to providing shoppers with a secure online shopping experience.
Shopee has implemented various initiatives, including Shopee Guarantee, Shopee Mall, and a dedicated scam support team to protect its users and ensure a safe and enjoyable shopping experience.
According to the survey, 80 percent of shoppers consider themselves sufficiently knowledgeable about online shopping scams, while 20 percent have encountered situations involving counterfeit purchases, contact from suspicious sellers, or susceptibility to scams.
Fifty percent of respondents express concerns about data breaches, while 20 percent worry about fake sellers and counterfeit goods.
The survey also revealed that 30 percent of respondents have been victims of online scams in the past year, with home and living products, fashion and lifestyle items, and electronics being the most affected categories.
Both males and females across all age groups were equally susceptible to being victims of scams.
Of those who fell victim to scams, 38 percent reported it to Shopee’s Live Chat Agents, while an equal number reported the incidents to relevant authorities.
Meanwhile, 10 percent shared their experiences on social media to inform the public, and 20 percent did not report the incidents.
In addition to the safety features offered by the platform, Malaysians also rely on social proof and buyer endorsements when choosing a seller.
The survey indicated that seven in 10 respondents value other buyer endorsements, including testimonials, reviews, store ratings, the number of loyal followers, and top sales for keywords searched.
This suggests that Malaysians place a high value on the opinions of other buyers and consider seller verification and good customer service records when making online purchases.
Social proof is particularly important for buyers of automotive, FMCG, toys, kids and babies, groceries and pets, and home and living items.
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