A TYPOLOGY of COMPLAINTS
ABOUT EBAY SELLERS
CMore could be done to reduce
rising online fraud rates.
omplaints are expressions of dissatisfaction
stemming from a feeling of having been
wronged. Complaints can express dissatisfaction with a compa-
ny’s customer service or allege that a company has defrauded a
customer. Understanding complaints allows firms to improve
their business practices to better meet customer needs. Online
complaints are often recorded in reputation systems that collect,
distribute, and aggregate feedback about an online business’s
past behavior [ 9]. These online complaints
help consumers engaging in transactions
over the Internet to “decide whom to trust,
encourage trustworthy behavior, and deter
participation by those who are unskilled or dishonest” [ 9].
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