The service failure of online shopping has always plagued online stores. but the current academic circles still need to explore the service recovery of online shopping from the perspective of empathy and consumer forgiveness. Based on the service failure cases of real online shopping. this article uses the method of situational experiment to carry out empirical research. https://www.bekindtopets.com/hot-super-Chervo-Marco-Jacke-Herren-limited-grab/