With more and more Filipinos falling prey to fraudulent transactions and poor customer service from online sellers and digital platforms, homegrown e-commerce platform, VeMoBro, vows to follow the guidelines recently issued by the Department of Trade and Industry (DTI) through the Bureau of Philippine National Standards (BPS) and urges other digital companies to do the same to ensure a safer and more satisfactory web consumer experience.
“Being a homegrown e-commerce site, we understand the concerns of many Filipinos, most especially when it comes to shopping online. Daily, Filipinos are plagued by scams and poor customer service from different enterprises, and we need to raise the bar. With DTI’s standardized guidelines, we can minimize or even get rid of fraudulent transactions that seem to be plaguing the e-commerce industry nowadays,” said Vergil Bargola, founder and CEO of VeMoBro.
With the issuance of the Philippine National Standard (PNS) 2155:2020: Guidelines For E-commerce Transactions, every organization is expected to establish customer-centric policies and processes, which will cover the entire transaction process, from pre-to post-purchase activities.
BPS hopes that these guidelines will boost the confidence and trust of consumers in online businesses, keeping our economy afloat, even during the pandemic.
Thus, the pastor turned CEO encouraged other e-commerce platforms to follow suit and adhere to the said regulations.
“Of course, it’s not going to be an easy road. VeMoBro, as well as other e-commerce websites, will face many challenges to curb counterfeit products and scams. But with these guidelines, we can enforce tighter quality control and improve our customer service,” Bargola emphasized.
According to the said guidelines, online retailers or e-marketplaces must practice transparency by providing the correct information about the products or services’ functions and benefits; safety and health concerns; and guarantees or warranties. Misrepresentations must then be avoided.
To assist prospective buyers in making the right decision, prices with the applicable currency, product reviews, comparisons, and ratings should also be provided.
“An e-commerce transaction begins even before a customer has decided to pay for the products or services. It’s then important to make sure that they are making informed choices. VeMoBro, as an e-marketplace, wants to do just that and make sure that we’re providing the best possible customer service,” Rain Ibajo, co-founder and chief-operating-officer (COO) of the local e-commerce site said.
Additionally, the quantity, description, and applicable taxes should also be specified, once the customer has decided to pay for the products or services. Other essential information shall include payment and delivery options, refunds, and exchange policies.
On the other hand, online retailers and e-market websites working hand in hand with third-party logistics providers should check whether the handling protocol and the estimated delivery time are observed. Developing an efficient system to handle inquiries, complaints, and dispute resolutions must also be addressed.
“With a clear set of regulations in mind, e-commerce platforms like VeMoBro will be more accountable and responsive to the needs of the consumers. Hopefully, we’ll gain traction in the country by showing users that we are a name they could trust,” Ibajo stressed out.
Launched in December 2020, VeMoBro intends to make selling and shopping even better through their e-commerce digital platform technology, as well as flexible payment and delivery options.