10% of the complaints registered concern online scams, according to the Portal da Queixa.

In a press release, the Portal da Queixa reveals that it “received 36,940 complaints related to online commerce, a significant increase of 64% compared to the same period last year, when 22,523 complaints were registered.” The same press release reveals that the increase in complaints reinforces “the trend of e-commerce expansion in Portugal but also shows the persistence of weaknesses and dissatisfaction in consumers "digital shopping experience.”

According to the platform, in 2025 there was an increase in monthly complaints, with peaks occurring “in January (4,921 complaints), August (4,445) and July (4,405), reflecting periods of greater volume of online purchases, such as sales and summer holidays.”

Complaints about deliveries

Analysis by the Portal da Queixa reveals that “delivery failures continue to be the main reason for dissatisfaction, accounting for 31.32% of complaints.” Complaints report delays, but also misdeliveries or deliveries that never happened, above all due to “problems with carriers.”

This is followed by complaints about the poor quality of the product or service provided (17.51%). The reports include complaints that the item received does not correspond to what was advertised. This is followed by evidence of online scams (9.93%), “where cases of fake websites or misleading digital communications from the seller are reported.”

"Other recurring reasons are problems with payments (8.43%) and undue charges (5.6%). Returns and refunds not made (5.56%)."

Sectors with the most complaints

In 2025, by sector, the sector with the most complaints is Mail, Transport and Logistics, with 30.19% of complaints. Fashion and Jewellery is next (14.41%), followed by IT and Technology and Hotels Travel and Tourism. The Gastronomy and Drinks sector accounted for 7.44% of complaints and, lastly, Casinos and Betting Houses, with 7.31% of complaints.

Demographic data

The Portal da Queixa reveals that Lisbon and Porto lead the way when it comes to the number of complaints related to online shopping. The majority of complainants, 52.28%, are female, between the ages of 25 and 44, which happens to be “the most active age group in digital commerce.”

Pedro Lourenço, founder of the Portal da Queixa, warns, quoted in a statement, that "the increase in complaints in online commerce shows that the growth of digital cannot happen without knowledge and responsibility. It is urgent to promote digital literacy measures in Portugal - not only to protect consumers, but also to strengthen brands and the e-commerce ecosystem itself. Many consumers still do not know how to identify fraudulent websites or distinguish a trustworthy shop from a risky platform. On the other hand, many companies still do not understand the importance of transparency, effective communication and online credibility. Investing in digital literacy is investing in trust - and trust is the basis of any digital transaction. Only with informed consumers and responsible brands can we have a truly safe, sustainable and competitive online market."