Demographic characteristics	Problems encountered when purchasing	Total
Total Persons	Total persons who have used a computer in the last 12 months	15,065,709
Total Persons	People who have had some problem when purchasing via the Internet in the last 12 months	9.1
Total Persons	Technical failures on the website during ordering or payment	1.2
Total Persons	Difficulty finding information about warranties or other legal rights	0.7
Total Persons	Delays in delivery	4.1
Total Persons	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	1.2
Total Persons	Products or services ordered with defects or different from those ordered	3.6
Total Persons	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.6
Total Persons	Difficult claims or compensation or without satisfactory response after the claim	1.4
Total Persons	Foreign sellers who do not fulfill orders in Spain	0.3
Total Persons	Other problems	1.3
Sex: Male	Total persons who have used a computer in the last 12 months	7,937,467
Sex: Male	People who have had some problem when purchasing via the Internet in the last 12 months	9.8
Sex: Male	Technical failures on the website during ordering or payment	1.1
Sex: Male	Difficulty finding information about warranties or other legal rights	0.8
Sex: Male	Delays in delivery	4.4
Sex: Male	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	1.3
Sex: Male	Products or services ordered with defects or different from those ordered	4.4
Sex: Male	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.6
Sex: Male	Difficult claims or compensation or without satisfactory response after the claim	1.1
Sex: Male	Foreign sellers who do not fulfill orders in Spain	0.2
Sex: Male	Other problems	1.4
Sex: Female	Total persons who have used a computer in the last 12 months	7,128,242
Sex: Female	People who have had some problem when purchasing via the Internet in the last 12 months	8.4
Sex: Female	Technical failures on the website during ordering or payment	1.3
Sex: Female	Difficulty finding information about warranties or other legal rights	0.5
Sex: Female	Delays in delivery	3.7
Sex: Female	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	1.1
Sex: Female	Products or services ordered with defects or different from those ordered	2.7
Sex: Female	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.7
Sex: Female	Difficult claims or compensation or without satisfactory response after the claim	1.8
Sex: Female	Foreign sellers who do not fulfill orders in Spain	0.5
Sex: Female	Other problems	1.1
Age: 16 to 24 years old	Total persons who have used a computer in the last 12 months	2,317,417
Age: 16 to 24 years old	People who have had some problem when purchasing via the Internet in the last 12 months	10.7
Age: 16 to 24 years old	Technical failures on the website during ordering or payment	1.7
Age: 16 to 24 years old	Difficulty finding information about warranties or other legal rights	0.3
Age: 16 to 24 years old	Delays in delivery	6.2
Age: 16 to 24 years old	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	0.7
Age: 16 to 24 years old	Products or services ordered with defects or different from those ordered	5.7
Age: 16 to 24 years old	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.7
Age: 16 to 24 years old	Difficult claims or compensation or without satisfactory response after the claim	1.7
Age: 16 to 24 years old	Foreign sellers who do not fulfill orders in Spain	0.0
Age: 16 to 24 years old	Other problems	2.3
Age: 25 to 34 years old	Total persons who have used a computer in the last 12 months	3,426,369
Age: 25 to 34 years old	People who have had some problem when purchasing via the Internet in the last 12 months	9.3
Age: 25 to 34 years old	Technical failures on the website during ordering or payment	0.6
Age: 25 to 34 years old	Difficulty finding information about warranties or other legal rights	1.1
Age: 25 to 34 years old	Delays in delivery	5.8
Age: 25 to 34 years old	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	0.9
Age: 25 to 34 years old	Products or services ordered with defects or different from those ordered	3.8
Age: 25 to 34 years old	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.8
Age: 25 to 34 years old	Difficult claims or compensation or without satisfactory response after the claim	1.3
Age: 25 to 34 years old	Foreign sellers who do not fulfill orders in Spain	0.6
Age: 25 to 34 years old	Other problems	0.6
Age: 35 to 44 years old	Total persons who have used a computer in the last 12 months	4,348,913
Age: 35 to 44 years old	People who have had some problem when purchasing via the Internet in the last 12 months	8.9
Age: 35 to 44 years old	Technical failures on the website during ordering or payment	1.2
Age: 35 to 44 years old	Difficulty finding information about warranties or other legal rights	0.6
Age: 35 to 44 years old	Delays in delivery	3.9
Age: 35 to 44 years old	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	1.0
Age: 35 to 44 years old	Products or services ordered with defects or different from those ordered	3.7
Age: 35 to 44 years old	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.4
Age: 35 to 44 years old	Difficult claims or compensation or without satisfactory response after the claim	1.5
Age: 35 to 44 years old	Foreign sellers who do not fulfill orders in Spain	0.2
Age: 35 to 44 years old	Other problems	1.1
Age: 45 to 54 years old	Total persons who have used a computer in the last 12 months	3,027,401
Age: 45 to 54 years old	People who have had some problem when purchasing via the Internet in the last 12 months	7.6
Age: 45 to 54 years old	Technical failures on the website during ordering or payment	1.3
Age: 45 to 54 years old	Difficulty finding information about warranties or other legal rights	0.4
Age: 45 to 54 years old	Delays in delivery	1.8
Age: 45 to 54 years old	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	1.3
Age: 45 to 54 years old	Products or services ordered with defects or different from those ordered	2.5
Age: 45 to 54 years old	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.2
Age: 45 to 54 years old	Difficult claims or compensation or without satisfactory response after the claim	1.5
Age: 45 to 54 years old	Foreign sellers who do not fulfill orders in Spain	0.4
Age: 45 to 54 years old	Other problems	0.9
Age: 55 to 64 years old	Total persons who have used a computer in the last 12 months	1,504,649
Age: 55 to 64 years old	People who have had some problem when purchasing via the Internet in the last 12 months	9.9
Age: 55 to 64 years old	Technical failures on the website during ordering or payment	1.6
Age: 55 to 64 years old	Difficulty finding information about warranties or other legal rights	1.2
Age: 55 to 64 years old	Delays in delivery	1.8
Age: 55 to 64 years old	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	3.4
Age: 55 to 64 years old	Products or services ordered with defects or different from those ordered	2.3
Age: 55 to 64 years old	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	2.7
Age: 55 to 64 years old	Difficult claims or compensation or without satisfactory response after the claim	1.5
Age: 55 to 64 years old	Foreign sellers who do not fulfill orders in Spain	0.7
Age: 55 to 64 years old	Other problems	2.0
Age: 65 to 74 years old	Total persons who have used a computer in the last 12 months	440,960
Age: 65 to 74 years old	People who have had some problem when purchasing via the Internet in the last 12 months	9.5
Age: 65 to 74 years old	Technical failures on the website during ordering or payment	1.3
Age: 65 to 74 years old	Difficulty finding information about warranties or other legal rights	1.0
Age: 65 to 74 years old	Delays in delivery	3.3
Age: 65 to 74 years old	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	0.6
Age: 65 to 74 years old	Products or services ordered with defects or different from those ordered	2.5
Age: 65 to 74 years old	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.1
Age: 65 to 74 years old	Difficult claims or compensation or without satisfactory response after the claim	0.2
Age: 65 to 74 years old	Foreign sellers who do not fulfill orders in Spain	0.0
Age: 65 to 74 years old	Other problems	2.6
Habitat: 100,000 inhabitants and over and provincial capitals	Total persons who have used a computer in the last 12 months	7,077,548
Habitat: 100,000 inhabitants and over and provincial capitals	People who have had some problem when purchasing via the Internet in the last 12 months	9.3
Habitat: 100,000 inhabitants and over and provincial capitals	Technical failures on the website during ordering or payment	1.3
Habitat: 100,000 inhabitants and over and provincial capitals	Difficulty finding information about warranties or other legal rights	0.9
Habitat: 100,000 inhabitants and over and provincial capitals	Delays in delivery	4.2
Habitat: 100,000 inhabitants and over and provincial capitals	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	1.5
Habitat: 100,000 inhabitants and over and provincial capitals	Products or services ordered with defects or different from those ordered	3.4
Habitat: 100,000 inhabitants and over and provincial capitals	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.8
Habitat: 100,000 inhabitants and over and provincial capitals	Difficult claims or compensation or without satisfactory response after the claim	1.6
Habitat: 100,000 inhabitants and over and provincial capitals	Foreign sellers who do not fulfill orders in Spain	0.3
Habitat: 100,000 inhabitants and over and provincial capitals	Other problems	1.4
Habitat: From 50,000 to fewer than 100,000 inhabitants	Total persons who have used a computer in the last 12 months	1,798,975
Habitat: From 50,000 to fewer than 100,000 inhabitants	People who have had some problem when purchasing via the Internet in the last 12 months	8.7
Habitat: From 50,000 to fewer than 100,000 inhabitants	Technical failures on the website during ordering or payment	1.5
Habitat: From 50,000 to fewer than 100,000 inhabitants	Difficulty finding information about warranties or other legal rights	0.2
Habitat: From 50,000 to fewer than 100,000 inhabitants	Delays in delivery	2.3
Habitat: From 50,000 to fewer than 100,000 inhabitants	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	0.7
Habitat: From 50,000 to fewer than 100,000 inhabitants	Products or services ordered with defects or different from those ordered	4.6
Habitat: From 50,000 to fewer than 100,000 inhabitants	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	0.9
Habitat: From 50,000 to fewer than 100,000 inhabitants	Difficult claims or compensation or without satisfactory response after the claim	2.1
Habitat: From 50,000 to fewer than 100,000 inhabitants	Foreign sellers who do not fulfill orders in Spain	0.2
Habitat: From 50,000 to fewer than 100,000 inhabitants	Other problems	1.5
Habitat: From 20,000 to fewer than 50,000 inhabitants	Total persons who have used a computer in the last 12 months	2,166,411
Habitat: From 20,000 to fewer than 50,000 inhabitants	People who have had some problem when purchasing via the Internet in the last 12 months	8.8
Habitat: From 20,000 to fewer than 50,000 inhabitants	Technical failures on the website during ordering or payment	0.3
Habitat: From 20,000 to fewer than 50,000 inhabitants	Difficulty finding information about warranties or other legal rights	0.1
Habitat: From 20,000 to fewer than 50,000 inhabitants	Delays in delivery	3.3
Habitat: From 20,000 to fewer than 50,000 inhabitants	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	1.1
Habitat: From 20,000 to fewer than 50,000 inhabitants	Products or services ordered with defects or different from those ordered	3.4
Habitat: From 20,000 to fewer than 50,000 inhabitants	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.9
Habitat: From 20,000 to fewer than 50,000 inhabitants	Difficult claims or compensation or without satisfactory response after the claim	1.3
Habitat: From 20,000 to fewer than 50,000 inhabitants	Foreign sellers who do not fulfill orders in Spain	0.4
Habitat: From 20,000 to fewer than 50,000 inhabitants	Other problems	0.9
Habitat: From 10,000 to fewer than 20,000 inhabitants	Total persons who have used a computer in the last 12 months	1,612,043
Habitat: From 10,000 to fewer than 20,000 inhabitants	People who have had some problem when purchasing via the Internet in the last 12 months	7.2
Habitat: From 10,000 to fewer than 20,000 inhabitants	Technical failures on the website during ordering or payment	2.2
Habitat: From 10,000 to fewer than 20,000 inhabitants	Difficulty finding information about warranties or other legal rights	1.2
Habitat: From 10,000 to fewer than 20,000 inhabitants	Delays in delivery	3.1
Habitat: From 10,000 to fewer than 20,000 inhabitants	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	1.3
Habitat: From 10,000 to fewer than 20,000 inhabitants	Products or services ordered with defects or different from those ordered	1.7
Habitat: From 10,000 to fewer than 20,000 inhabitants	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.0
Habitat: From 10,000 to fewer than 20,000 inhabitants	Difficult claims or compensation or without satisfactory response after the claim	0.6
Habitat: From 10,000 to fewer than 20,000 inhabitants	Foreign sellers who do not fulfill orders in Spain	0.7
Habitat: From 10,000 to fewer than 20,000 inhabitants	Other problems	0.8
Habitat: Less than 10,000 inhabitants	Total persons who have used a computer in the last 12 months	2,410,733
Habitat: Less than 10,000 inhabitants	People who have had some problem when purchasing via the Internet in the last 12 months	10.5
Habitat: Less than 10,000 inhabitants	Technical failures on the website during ordering or payment	0.8
Habitat: Less than 10,000 inhabitants	Difficulty finding information about warranties or other legal rights	0.6
Habitat: Less than 10,000 inhabitants	Delays in delivery	6.3
Habitat: Less than 10,000 inhabitants	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	1.0
Habitat: Less than 10,000 inhabitants	Products or services ordered with defects or different from those ordered	5.0
Habitat: Less than 10,000 inhabitants	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.8
Habitat: Less than 10,000 inhabitants	Difficult claims or compensation or without satisfactory response after the claim	1.1
Habitat: Less than 10,000 inhabitants	Foreign sellers who do not fulfill orders in Spain	0.3
Habitat: Less than 10,000 inhabitants	Other problems	1.4
Size of the household: Households with 1 member	Total persons who have used a computer in the last 12 months	904,065
Size of the household: Households with 1 member	People who have had some problem when purchasing via the Internet in the last 12 months	10.0
Size of the household: Households with 1 member	Technical failures on the website during ordering or payment	1.0
Size of the household: Households with 1 member	Difficulty finding information about warranties or other legal rights	1.0
Size of the household: Households with 1 member	Delays in delivery	4.0
Size of the household: Households with 1 member	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	2.2
Size of the household: Households with 1 member	Products or services ordered with defects or different from those ordered	3.9
Size of the household: Households with 1 member	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	2.5
Size of the household: Households with 1 member	Difficult claims or compensation or without satisfactory response after the claim	2.1
Size of the household: Households with 1 member	Foreign sellers who do not fulfill orders in Spain	0.6
Size of the household: Households with 1 member	Other problems	2.1
Size of the household: Households with 2 members	Total persons who have used a computer in the last 12 months	3,432,641
Size of the household: Households with 2 members	People who have had some problem when purchasing via the Internet in the last 12 months	8.7
Size of the household: Households with 2 members	Technical failures on the website during ordering or payment	1.6
Size of the household: Households with 2 members	Difficulty finding information about warranties or other legal rights	0.8
Size of the household: Households with 2 members	Delays in delivery	3.4
Size of the household: Households with 2 members	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	1.6
Size of the household: Households with 2 members	Products or services ordered with defects or different from those ordered	3.2
Size of the household: Households with 2 members	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	0.9
Size of the household: Households with 2 members	Difficult claims or compensation or without satisfactory response after the claim	1.0
Size of the household: Households with 2 members	Foreign sellers who do not fulfill orders in Spain	0.6
Size of the household: Households with 2 members	Other problems	1.3
Size of the household: Households with 3 members	Total persons who have used a computer in the last 12 months	4,161,726
Size of the household: Households with 3 members	People who have had some problem when purchasing via the Internet in the last 12 months	9.1
Size of the household: Households with 3 members	Technical failures on the website during ordering or payment	1.1
Size of the household: Households with 3 members	Difficulty finding information about warranties or other legal rights	0.6
Size of the household: Households with 3 members	Delays in delivery	4.1
Size of the household: Households with 3 members	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	1.0
Size of the household: Households with 3 members	Products or services ordered with defects or different from those ordered	3.8
Size of the household: Households with 3 members	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	2.3
Size of the household: Households with 3 members	Difficult claims or compensation or without satisfactory response after the claim	1.8
Size of the household: Households with 3 members	Foreign sellers who do not fulfill orders in Spain	0.3
Size of the household: Households with 3 members	Other problems	1.5
Size of the household: Households with 4 members	Total persons who have used a computer in the last 12 months	5,078,246
Size of the household: Households with 4 members	People who have had some problem when purchasing via the Internet in the last 12 months	9.0
Size of the household: Households with 4 members	Technical failures on the website during ordering or payment	1.1
Size of the household: Households with 4 members	Difficulty finding information about warranties or other legal rights	0.5
Size of the household: Households with 4 members	Delays in delivery	3.8
Size of the household: Households with 4 members	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	0.9
Size of the household: Households with 4 members	Products or services ordered with defects or different from those ordered	3.5
Size of the household: Households with 4 members	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.4
Size of the household: Households with 4 members	Difficult claims or compensation or without satisfactory response after the claim	1.6
Size of the household: Households with 4 members	Foreign sellers who do not fulfill orders in Spain	0.2
Size of the household: Households with 4 members	Other problems	1.0
Size of the household: Households with 5 or more members	Total persons who have used a computer in the last 12 months	1,489,031
Size of the household: Households with 5 or more members	People who have had some problem when purchasing via the Internet in the last 12 months	10.1
Size of the household: Households with 5 or more members	Technical failures on the website during ordering or payment	1.3
Size of the household: Households with 5 or more members	Difficulty finding information about warranties or other legal rights	1.1
Size of the household: Households with 5 or more members	Delays in delivery	6.3
Size of the household: Households with 5 or more members	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	1.2
Size of the household: Households with 5 or more members	Products or services ordered with defects or different from those ordered	4.2
Size of the household: Households with 5 or more members	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.7
Size of the household: Households with 5 or more members	Difficult claims or compensation or without satisfactory response after the claim	0.4
Size of the household: Households with 5 or more members	Foreign sellers who do not fulfill orders in Spain	0.0
Size of the household: Households with 5 or more members	Other problems	0.8
Nationality: Spanish	Total persons who have used a computer in the last 12 months	13,757,177
Nationality: Spanish	People who have had some problem when purchasing via the Internet in the last 12 months	8.6
Nationality: Spanish	Technical failures on the website during ordering or payment	1.1
Nationality: Spanish	Difficulty finding information about warranties or other legal rights	0.6
Nationality: Spanish	Delays in delivery	3.7
Nationality: Spanish	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	1.2
Nationality: Spanish	Products or services ordered with defects or different from those ordered	3.4
Nationality: Spanish	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.6
Nationality: Spanish	Difficult claims or compensation or without satisfactory response after the claim	1.5
Nationality: Spanish	Foreign sellers who do not fulfill orders in Spain	0.3
Nationality: Spanish	Other problems	1.2
Nationality: Foreign	Total persons who have used a computer in the last 12 months	1,308,533
Nationality: Foreign	People who have had some problem when purchasing via the Internet in the last 12 months	14.5
Nationality: Foreign	Technical failures on the website during ordering or payment	2.5
Nationality: Foreign	Difficulty finding information about warranties or other legal rights	1.4
Nationality: Foreign	Delays in delivery	8.2
Nationality: Foreign	Final costs higher than those indicated (e.g. higher delivery costs, unexpected transactionácosts, etc.)	2.0
Nationality: Foreign	Products or services ordered with defects or different from those ordered	6.0
Nationality: Foreign	Fraud-related issues (e.g., products or services not received or not received in full, misuse of credit card data, etc.)	1.6
Nationality: Foreign	Difficult claims or compensation or without satisfactory response after the claim	1.2
Nationality: Foreign	Foreign sellers who do not fulfill orders in Spain	0.8
Nationality: Foreign	Other problems	1.6