As the number of retailer websites and the volume of business transacted online surges, disputes about online marketplace transactions are also expected to increase. Overall, customer satisfaction among consumers who shop online is quite good, said Robert H. Williams, President and CEO . At year-end, more than 20,000 consumers a month were accessing the complaint process through the national online complaint site. While not every complaint that is filed online concerns an online merchant, a significant number do. Once the consumer completes the online complaint form, it is automatically forwarded to the appropriate Bureau to handle the complaint, based on the zip code of the company involved.
Consumers receive an e-mail receipt for their records.
The Bureau acts as an unbiased liaison between the two parties. The Bureau does not take sides in a dispute. Instead, we work to facilitate communication between the company and the consumer. Our goal is to help both sides come to a satisfactory resolution to the complaint. The BBB also advises consumers to look for the BBB OnLine seal when shopping online.