DTI issues guidelines for online purchases, other e-commerce transactions

MANILA, Philippines — The Department of Trade and Industry’s Bureau of Philippine National Standards (DTI-BPS) issued on Monday (January 18) a Philippine National Standard (PNS) 2155:2020: Guidelines for e-commerce transactions.
The standard encourages organizations to create more consumer-friendly operations and customer-centric processes.
It covers the entire e-commerce transaction process such as browsing, purchasing, payment, delivery, product tracking, and returns – as well as best customer support practices.
“As more online businesses emerge amidst the COVID-19 outbreak, the demand for guidelines on online transactions also increases,” the agency said.
“The DTI takes seriously the drafting of policies to ensure that online retailers have the capabilities to facilitate online transactions and buyers or consumers to purchase in a safe and secure manner,” it added.
Under the guidelines, the following must be observed during:
Pre-purchases
- Information on the functionality and benefits of a product/service must be correct as well as health and safety concerns and whether there are guarantees or warranties available.
- The product/service marketed should be presented with information and designs that are accurate and reflect the key selling points of the product/service to minimize misrepresentation.
- Price(s) should be displayed with the applicable currency and product reviews, comparisons, and ratings that can be used to assist customers in making an informed decision.
Purchase activities
- The online retailers/e-marketplaces must ensure that the information of the product/service being purchased is listed clearly.
- This includes the quantity, description, and applicable taxes where applicable.
- Other important information includes payment options, delivery options, refunds, and exchange policies.
- The online retailers/e-marketplaces should provide a variety of electronic payment options that provide convenience, security, and smooth user experience.
- A security strategy should ensure customer data is safe against breaches.
- Once the payment is complete, the customer should be notified, which should include all their billing details.
Post purchase
- Online retailers/e-marketplaces working with third-party logistics providers need to ensure that they adhere to applicable handling protocols and that delivery times are within the estimated time promised to the customer.
- Customers are ought to be provided with information on the delivery status.
- Online retailers/e-marketplace and the logistics provider should agree on the suitable proof of the delivery method. This could come in various forms such as photo evidence to signatures.
- Any refund policies should be clear and should include the conditions for refunds, the timeframe for reimbursements, and the method of payments.
- Online retailers/e-marketplaces should develop mechanisms to handle customer enquiries, complaints, and dispute resolution.
“The standard encourages greater clarity, transparency, accountability, responsiveness, and accessibility in online transactions, thereby improving consumer confidence and trust to transact online and reduce conflicts and disputes,” Consumer Protection Group Undersecretary Ruth B. Castelo underscored.
Singapore’s Technical Reference on Guidelines for electronic commerce transactions (TR 76) served as reference for PNS 2155 with permission granted by Enterprise Singapore.
The DTI-BPS is the National Standards Body of the Philippines. It is the Philippines’ member to the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC).