The number of consumer complaints regarding online purchases in Brazil continues to rise, according to data released by consumer protection agencies. During the 2025 Black Friday period alone, Procon-SP recorded 3,064 interactions with consumers, of which 2,979 were formal complaints. This represents an increase of nearly 40% compared to the previous year.
Among the main reported issues are: non-delivery or delayed delivery (31.6%), orders canceled by the supplier (15.5%), and defective or misrepresented products (11.7%). Experts note that the growth in complaints accompanies the continuous increase in online shopping in the country and the emergence of frustrations related to the user experience. A recent study by E-Commerce Brasil showed that 77% of Brazilians abandon online purchases due to dissatisfaction with the website or app, and many consumers also report concerns regarding payment methods and digital security.
The lawyer Giordano Malucelli, specialist in consumer law, points out that Brazilian law provides for mechanisms of protection to the online buyer.“The Consumer Protection Code establishes that the offer binds the supplier; if the delivery period is not met or the purchase is canceled without justification, the consumer can demand compliance with the offer, accept equivalent product or terminate the contract with the full refund of the amount paid, he says.
Malucelli recalls that in electronic purchases the consumer also has the right to repent, with the possibility of giving up the purchase within seven days after receiving the product.“Registering complaints in official channels and keeping receipts and messages is essential to strengthen any administrative or judicial demand”, adds the lawyer.
Shopping Security
In addition to legal protection, adopting preventive measures can reduce risks in digital purchases. According to Arthur Braga, Marketing Director of Octoshop Brasil, a technology-focused marketplace, attention should begin before finalizing the purchase. Key recommendations include checking the reputation of the website and seller, opting for payment methods with fraud protection, and avoiding completing purchases on public internet networks.
“Online shopping is an increasingly common convenience in the consumer's routine, but it requires caution. Information, security, and attention to the digital environment are as important as knowing the rights guaranteed by law,” concludes the expert.
