Resolveram meu problema, porém não compro mais! Por que os consumidores não desejam voltar a fazer negócios com Lojas Virtuais?

Poor management of post-sales relationships between companies and online buyers can create negative responses towards second purchase intentions. The objective of this study is to understand the reasons of online consumers for not wanting to buy again products and services from companies, even if their problems have been solved. For this, a qualitative analysis was performed. The data were collected through the analysis of 200 consumers’ claims to four online retail companies. Results indicate that the most frequent reasons for consumers not wanting to re-purchase are: logistics problems, expensive solutions to problems and is-sues with complaints-handling. It was identified that problem-solving processes between companies and clients generally occur in a peaceful manner, being reimbursement quoted as the favorite solution among the analyzed reports.