Online Trade Accounts for 21% of Russian Retail, Rospotrebnadzor Says

What Is Happening with Complaints?

Rospotrebnadzor is recording a multiple increase in complaints related to remote sales. Popova specified:

"Over eight years, the number of complaints to us regarding remote sales has grown practically fivefold. At the same time, the growth in complaints cannot automatically be interpreted as a proportional increase in violations."

In other words, the agency does not link the fivefold increase in complaints directly to a deterioration of the situation on the market — a significant part of the effect comes from the sheer scale of the spread of online commerce itself.

What Does This Mean for B2B Players?

Key takeaways from Rospotrebnadzor's data:

• 21% of the Russian retail market is already accounted for by the online channel;
• around 70% of online sales are concentrated on marketplaces and digital platforms;
• more than 10 billion orders were placed on platforms by the end of 2025;
• over eight years, consumer complaints about remote sales have grown nearly fivefold.

The concentration of sales on platforms also increases regulatory attention to them. For suppliers and sellers, this means that requirements for the quality of return services, product descriptions, and complaint handling will only get stricter — against the backdrop of the growing number of consumer complaints.