FY2020 Summary of inquiries about cross-border consumer disputes received by Cross-border Consumer center Japan (CCJ)
This summary reflects inquiries about cross-border consumer disputes received by Cross-border Consumer center Japan (CCJ) in the National Consumer Affairs Center of Japan (NCAC).
Details of the information will be described in the "Annual Report on Consumer Affairs 2021", which will be released on NCAC's website in October 2021.
Trends and characteristics in FY2020
- CCJ received 4,625 inquiries about cross-border consumer disputes in FY2020. The annual decrease from 6,018 in FY2019 was affected by the decrease in inquiries about ticket reselling sites and those about cancellation of purchase of PC software, which were often received in FY2019.
- The breakdown of inquiries by age group showed the percentage of inquiries from consumers aged 60 or older slightly decreased and those from consumers in their 30s to 40s increased compared to FY2019.
- Almost all of the inquiries were about trouble over "online shopping" (99.8%) as in FY2019. "Credit card payment" accounted for about 60% of all, while the second largest category "bank transfer" accounted for 10% of all.
- The breakdown of inquiries by type of trouble showed that inquiries related to "trouble over cancellation" accounted for over half of the total, representing the same tendency as in FY2019. The second most common type was "trouble over fraud or counterfeit products" (19.2%).
- The breakdown of inquiries by product/service category showed that inquiries about software accounted for 5.3% of the total, decreasing to about one third of 15.8% in FY2019.
- The most common home country of businesses related to the inquiries was the US (23.2%) as in FY2019, followed by China (12.6%), the UK (9.2%) and Hong Kong (6.0%). The four economies accounted for more than half (51.0%) of the total.