“What I ordered vs. What I got”: How distrust hampers e-commerce growth

With her graduation a month away, Seun* decided it was the best time to order a new dress. She had heard stories of delivery disappointments and figured that a month was more than enough time for her dress to get to her.

So off she went to Instagram where she found a picture of the perfect dress. After exchanging messages with the vendor, she made her payment and was told that her dress…



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