The number of consumer complaints about purchases made over the internet in Brazil continues to rise, according to data released by consumer protection bodies. During the 2025 Black Friday period alone, Procon-SP recorded 3,064 interactions with consumers, of which 2,979 formalized complaints. This means an increase of almost 40% compared to the previous year.
Among the main problems reported are: non-delivery or late delivery (31.62%), orders canceled by the supplier (15.51%) and defective or different product than advertised (11.75%). Experts note that the growth in complaints accompanies the continued 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 application, and many consumers also report concerns about payment methods and digital security.
Lawyer Giordano Malucelli, a specialist in consumer law, highlights that Brazilian legislation provides protection mechanisms for online buyers. “The Consumer Protection Code establishes that the offer is binding on the supplier; if the delivery deadline is not met or the purchase is canceled unilaterally and without just cause by the supplier, the consumer may demand compliance with the offer, accept an equivalent product or terminate the contract with a full refund of the amount paid, in addition to any losses and damages”, it states.
Malucelli recalls that in electronic purchases, the consumer also has the right to repent, applicable to contracts made outside the commercial establishment, including electronic commerce, with the possibility of canceling the purchase within seven days of signing or receiving the product or service, whichever occurs last, with a full refund of the amounts paid, without the need for justification. “Registering complaints through 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, the adoption of preventive measures can reduce risks in digital purchases. According to Arthur Braga, Marketing Director at Octoshop Brasil, a marketplace specializing in technology, attention should begin before finalizing the purchase. Checking the reputation of the website and the seller, choosing payment methods with fraud protection and avoiding making purchases on public internet networks are among the main recommendations.
"Buying online is a facility that is increasingly present in the consumer's routine, but it requires care. Information, security and attention to the digital environment are as important as knowing the rights guaranteed by law", concludes the expert.
