A NETWORK of digital advocates expressed its support to distressed customers, sellers, and in-house delivery riders of an online shopping platform.
Digital Pinoys national campaigner Ronald Gustilo said that Shopee community members are complaining about the e-commerce platform’s inaction to their complaints.
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“They are complaining that because of the delays in Shopee’s sorting center, many customers are not accepting the parcels anymore and have been requesting refunds even though the items were shipped out on time. To make matters worse, the sellers are shouldering the cost of the return despite it being the fault of the platform’s system.”
Gustilo said that several sellers are complaining that some of their parcels were tampered with before they reached the customer. The seller reported the issue but the platform never acted on the complaint. They were also forced to issue a refund to the affected customers.
“Shopee should act on these complaints immediately and investigate how the parcels have been tampered with. Shopee should also compensate the sellers. They are paying fees to be able to sell on the platform and they deserve to have good service as well. Shopee can start by taking action on the complaints.”
Gustilo added that delivery riders are also taking the brunt of the burden caused by delays as they are the ones being confronted by customers. Several riders also complained that because of the delay prior to the delivery, many customers refuse to accept the parcels causing a negative record on their performance rating which also affects their incentives.
“It wasn’t the rider’s fault that the parcels get delayed. Yet their performance ratings get affected by the delays which were not their fault in the first place. This should change. Delivery riders deserve fair treatment.”
Gustilo is asking the online shopping platform immediately resolve the issues being raised by their stakeholders to prevent the issue from blowing out of proportion. Earlier, Shopee drew flak after it hired Toni Gonzaga as a brand ambassador despite laying off workers.
“Shopee should face the music and fix what needs to be fixed. Those complaining are the ones giving them their earnings. Where will they be without the sellers, shoppers, and riders? Act now before it’s too late.” (RONDA BALITA Online)
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