KUALA LUMPUR, MALAYSIA – Media OutReach – October 12, 2023 – Shopee, the leading e-commerce platform in Southeast Asia and Taiwan, today announced the results of the #ShopSafeWithShopee survey which revealed that 9 Malaysians on 10 prefer Shopee for secure online shopping. The survey also revealed that 8 out of 10 Malaysians believe that Shopee provides the best anti-scam support when shopping online.
Shop safely with Shopee survey infographic
Factors influencing buyer decisions
When selecting an online shopping platform, the main factor that influences Malaysian buyers is their ability to make secure shopping transactions, such as secure payment methods, clear return and refund policies , genuine/verified products and excellent customer service resolutions.
This is especially true for shoppers aged 35-49, while younger shoppers aged 18-34 place more importance on the popularity of the platform (assuming that if more people use it, it will is safe) and the wide assortment of products available.
The #ShopSafeWithShopee survey was conducted among 1,000 Malaysian shoppers aged 18 and above. He found that the features that give shoppers the most peace of mind on Shopee are:
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Platform features that allow customers to verify sellers, such as 4-5 star store ratings, live demos on Shopee live streaming, and seller chat features (34%)
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Shopee Mall features like genuine premium brands, money-back guarantees, and Authentic Deals Circle (33%)
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Shopee Guarantee, which pays money to sellers only when the customer confirms receipt of goods (29%)
“We are committed to providing our shoppers with a safe and secure online shopping experience,” said Kenneth Soh, head of marketing at Shopee Malaysia. “We have a number of initiatives in place to protect our shoppers, including Shopee Guarantee, Shopee Mall and our dedicated scam support team. We remain committed to creating a safe and secure environment for our users to ensure a pleasant shopping experience.
Levels of Buyer Awareness of Scams
80% of shoppers consider themselves “sufficiently informed” to “very informed” about online shopping scams, while 20% have encountered situations involving counterfeit purchases, contact with suspicious sellers or susceptibility to scams. 50% of respondents are worried about data breaches (stolen/hacked account, stolen banking details) and 20% are worried about fake sellers/counterfeit products.
The survey also found that 30% of respondents had fallen victim to an online scam in the past year. However, 70% say they have been very lucky to avoid getting scammed. The majority of people scammed were purchasing home and living products, followed by fashion and lifestyle items, as well as electronics. Men and women of all age groups were equally likely to be victims – fraudsters do not discriminate.
Of those who fell victim to scams, 38% reported it to Shopee Chat live agents to seek timely assistance. An equal number of respondents also reported their actions to the relevant authorities, namely the CCID via the Scam Response Center or Infoline, the PDRM via SEMAKMULE and the National Scam Response Center hotline. 10% posted their experience on social media to inform the public, and 20% do not report these incidents.
How Malaysians Choose Trusted Sellers Online
In addition to the security features offered by the platform itself, Malaysians also rely on social proof and other buyer endorsements when choosing a seller to buy from online. According to the survey, 7 in 10 respondents said recommendations from other shoppers are important, with 33% looking at testimonials and reviews, 24% looking at store ratings, 12% looking at the store’s loyal following, and 4 % reviewing best sellers for searched keywords.
Other surveyed shoppers also check seller chat performance, cancellation rates, and seller verification, such as Shopee Mall, Preferred, and Preferred+ tags, to select sellers to buy from.
This data suggests that Malaysians value the opinions of other shoppers when shopping online. They are also likely to choose sellers who have been verified by Shopee or have a good customer service track record. Social proof is especially important for buyers of automobiles, FMCG, toys, kids and babies, groceries and pets, and home and living items daily.
Notes to editor:
Hashtag: #ShopSafewithShopee #ShopeeMY #ShopSafe #Shopee
The issuer is solely responsible for the content of this announcement.
