FY2022 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) in fiscal 2022.

In fiscal 2022, inquiries related to "flight tickets" and "accommodation" increased. According to the breakdown of cases by home country of businesses, there was an increase in the percentage of home countries of overseas online travel agencies. In addition, there was an increase in cases related to purchase in destination countries. The factor appears to be the relaxation of international travel restrictions.

1. Note: The Japanese fiscal year starts in April and concludes in March of the following year.

Trends and characteristics in FY2022

• CCJ received 5,006 inquiries about cross-border consumer disputes in fiscal 2022. The number increased from 4,809 in fiscal 2021.
• The breakdown of inquiries by age group shows that the 20s, 30s, 40s and 50s age groups respectively account for about 20%. The 40s age group accounts for 23.9%, which is the top. The age group of over 60 accounts for 13.3%.
• The breakdown of inquiries by transaction type shows that almost all of the inquiries are about trouble over "online shopping" (99.2%) as in fiscal 2021. Meanwhile, inquiries related to purchase in destination countries increased.
• The percentage of "credit card payment" increased from 50.8% in fiscal 2021 to 59.2% in fiscal 2022. The category accounted for over 50% in past years.
• According to the breakdown of inquiries by type of trouble, inquiries related to "trouble over cancellation" accounted for 41%. There were increases in "cases suspected of fraud" and "cases related to defective products".
• According to the breakdown of inquiries by product/service category, there was an increase in inquiries about "flight tickets" and "accommodation". There were also inquiries about overseas online travel agencies. Concerning inquiries related to "services", the percentage of which is the top and accounts for 39.7% of all, CCJ received inquiries related to cancellation and refund of subscription, ticket reselling websites, investment fraud, etc. Inquiries about "hobby tools" began to decrease.
• The most common home country of businesses related to the inquiries was the US (19.6%), followed by China (9.8%), Hong Kong (9.7%), and the UK (7.7%), the percentage of each took a downward turn. On the other hand, there was an increase in the percentage of Singapore, Switzerland, Malaysia, Taiwan, and Spain. Singapore and Spain were marked by numerous inquiries about overseas online travel agencies.