XGEN 2025 - International Conference of Scientific Communications

This study investigates the rise in abusive buyer behavior targeting online vendors during the COVID-19 pandemic. Using e-commerce data and seller reports, it examines fraudulent claims, unreasonable demands, and verbal harassment. Employing a mixed-methods approach, it integrates transaction analysis with qualitative insights from seller surveys and case studies. Findings reveal a sharp increase in abusive incidents, particularly in sectors like clothing and food retail, coinciding with the expansion of delivery services such as Wolt and Glovo and the high demand for products like home workout equipment and groceries. The study proposes strategies to mitigate these behaviors and enhance vendor resilience.