In the wake of the New Year’s euphoria, Serbia experienced a surge in online shopping, which was reflected in the mass purchases made by citizens. Despite the introduction of new parcel machines and dedicated counters at post offices, deliverymen faced significant challenges in handling the increased volume of shipments. Marko Dragić from the National Consumer Organization told RTS that shopping habits have shifted, with all age groups now accustomed to shopping online.
In the last quarter of 2024, Serbian citizens spent a staggering 44.1 billion dinars on domestic online shopping, while a total of 215.8 million euros and 54.4 million dollars were spent on goods purchased from abroad. Aleksandar Rendulić from “Pošta Srbije” revealed that during the last week of December, up to 100,000 PostExpress shipments and packages were received daily, marking a 31 percent year-on-year increase.
Dragić further noted that while online shopping from abroad is on the rise, purchasing from domestic retailers remains safer. “There’s always a risk when sharing personal information online, and while consumers are protected when shopping locally, our laws do not extend beyond national borders,” said Dragić.
Although online shopping is on the rise, traditional in-store shopping is far from being replaced, although it does face competition. “Online shopping is recognized for its convenience, but there will always be people who prefer to visit stores in person to see or try products firsthand,” Dragić added.
A key challenge of online shopping lies in the delivery process, which is often complicated. “Delivery persons are required to bring packages to the designated address, not expect the customer to wander around the city to meet them. Service providers who fail to comply should be sanctioned,” Dragić emphasized.
Customer complaints are also rising, with the most common issues being the wrong product delivered or discrepancies between the advertised price and the final price. Dragić noted that consumers have the right to cancel purchases within 14 days under certain conditions. However, this right does not apply if the product has been used. “In cases like clothing, some customers may use the item for a special occasion and then attempt to return it, which is not permissible if the item has been used,” said Dragić.
Despite the growth of online shopping, the need for consumer protection and clarity on return policies remains crucial as the e-commerce landscape continues to evolve.
