A study by MAR Consult involving 1,200 respondents across Russia reveals that 37% of consumers distrust individual entrepreneurs on marketplaces. The survey, conducted in September 2026, highlights that 56% of shoppers do not pay attention to seller details, while 60% were unaware of the new government regulations requiring disclosure of seller information.
Government Decree No. 657, effective September 1, 2026, mandates that marketplaces display a seller's full name, OGRN, address, and contact information. Despite this, 71% of respondents believe such transparency increases overall trust. Currently, 27% of buyers have struggled to find direct contact details when attempting to return goods, relying instead on platform support.
The primary concerns for consumers include receiving counterfeit or non-compliant goods (37%) and difficulties in returning defective items (36%). Key triggers for distrust include hidden or incomplete seller names (57%), a lack of reviews (56%), and the absence of direct contact channels like phone numbers or email addresses (49%).
Only 39% of users are willing to independently verify a seller via the Federal Tax Service database, preferring that platforms handle such due diligence. Meanwhile, 50% of respondents expressed an intention to report marketplaces to Rospotrebnadzor if seller contact information is withheld, signaling a strong demand for external consumer protection.
