DTI-Siquijor Resolves Consumer Complaint on Fraudulent, Deceptive Products Sold Online

With the growing number of Filipino consumers engaging in online shopping, the Department of Trade and Industry (DTI) here urged the public to be wary and stay away from unscrupulous businesses and to exercise their right against fraud and deceptive products.

“The advent of technology has given consumers the capacity to instantly purchase their goods online and have them delivered at their doorstep,” the DTI said as it reminds the buying public to be vigilant especially when engaging in an online transaction.

In a press release, the DTI-Siquijor Provincial Office (DTI-SPO) cited complaints on fraudulent and deceptive products online filed by a consumer, Joy Dominie “Bambi” Chan, the executive director of the Siquijor Chamber of Commerce and Industry (SCCII) and chair of the Siquijor Tourism Council.

Chan filed a complaint against Lazada online shopping for delivering a non-authentic product of “JBL” speaker, said Information Officer designate Jebe Magusara in that press release.

The complaint was officially addressed with the DTI scheduling a mediation where Lazada failed to show up on the first schedule, so another notice of mediation was sent.

Following the notice, Lazada agreed to change the alleged “fake” with the authentic product.

The replacement of the authentic “JBL” speaker arrived and was picked up by Chan at the LBC Larena branch on February 7, 2018.

The DTI then issued a certification of settlement between Lazada and Bambi Chan, Magusara said.

“Indeed, freedom to shop online is at our fingertips. However, with freedom comes with responsibility,” DTI said.

Consumers who have access to the internet and own a smartphone, iPad, or laptop resort to this method because of convenience.

For safety, the DTI urged consumers to always check the website if it has a Secured Socket Layer (SSL) Certificate.

This protects information (such as credit card number, addresses, and password) sent to the website.

One red flag of a fraudulent online selling store is that the website that requires your personal information starts with http:// instead of https://.

Another warning sign is that the seller urges the customer to deposit the payment immediately before sending the products, DTI said.

With this, DTI advised consumers to pay “Cash on Delivery (COD)” as mode of payment and always keep a documentation of online purchases through print copies/screenshots for reference until receipt of the product.

Pursuant to the Protection Against Deceptive, Unfair, and Unconscionable Sales Acts or Practices under Republic Act (RA) 7394, also known as the Consumer Act of the Philippines, a sales promotion activity/campaign is deemed deceptive when it promises a consumer product or service sponsorship, approval, performance, characteristics, ingredients, accessories, uses, or benefits it does not actually have.

Based on the DTI– National Telecommunications Commission (DTI-NTC), the Memorandum of Agreement (MOA) signed in May 2015, DTI is mandated to act upon complaints on false or deceptive sales promotion, deceitful advertisement, unserved warranty, defective gadgets, and any other complaints within the clause of the Consumer Act of the Philippines.

Here are some tips for online shoppers before completing online transactions:

• Secure yourself. Use a computer that is not for public use, preferably a personal computer/laptop. Ensure that the computer has an updated anti-virus and anti-malware software program, and an enabled personal firewall. Use a strong password (combination of upper case, lower case, numbers, and symbols) upon registration with the online merchant.
• Transact with a reputable website/merchant/seller. Use trusted websites rather than using search engines for shopping. Determine the legitimacy/authenticity of the website.
• Trust your instincts. When in doubt, don’t.
• Conduct research. Do comparison shopping and ask around. Visit several websites and do comparison shopping not only of the products and services, but the prices, customer service/after sales service, shipping/delivery, payment options, etc.
• Read and understand the fine print. Check that the following information and policies are posted on the merchant’s website: About Us, Contact Us/Feedback, Privacy Policy, Shipping Policy, Customer Service/After Sales Service, Terms and Conditions, Dispute Resolution/Complaints Handling, FAQs (Frequently Asked Questions)/Help.
• Validate promotional tie-ups. Contact the establishment directly and verify the validity of the tie-up/offer with the website (e.g., group buying sites).
• Ensure that online payment is secure and reliable. Check that the shipping information page and payment information page are secure (i.e., the website address should show a closed padlock icon; https and not only http).
• Proceed with your transaction if you feel confident, safe, and secure.
• Online shopping need not be a struggle, it should be enjoyed. 

There is much to explore on the internet, DTI said as it encourages the consumers to be wiser and more alert in order for them to not be taken advantage of by unscrupulous online sellers.