Other speakers include Jack Madrid, Country Manager of Multiply.com and Founding President of the E-commerce Merchants Trade Association of the Philippines, who will talk about the state of E-commerce in the Philippines, and MRM Worldwide Managing Director Donald Lim will also share the State of Digital Marketing in the Philippines.

DigitalFilipino Founder Janette Toral

“In the first two summits we’ve held much has been said on how trust is an issue that needs to be addressed. After those events, we have seen how SureSeal partnered with Sulit (one was speaker and the other a participant then). Early this year, Xend also launched their own badge that can help in determining a seller’s track record for couriering items,” shares Janette Toral, DigitalFilipino Club Founder, in an e-mail interview with New Media PH.

“It is my hope that this coming event will help us come up with more concrete ideas that can be used in our respective businesses,” she adds.

The 3rd DigitalFilipino E-Commerce Summit 2012 will be held this February 24, 2012 at The Peninsula Manila, corner of Ayala Avenue and Makati Avenue, Makati City from 9 am to 5 pm. Click here for more details.

Note: Click here for the full Bio of Gillian Muessig

Multiply throws a shopping party here in the Philippines!

I just received an invite over e-mail for the upcoming Multiply Shopping Party next Tuesday. It’s basically an all-night party combined with a fashion show and probably a lot of shopping, hehe.

Congratulations to Multiply for stepping up their marketing efforts here in the Philippines.

They also set-up a storefront in Facebook. Here’s a screenshot:

Thanks to Manolo and Pauline for their time and expertise! Congratulations again to CDMP for the successful webinar! Looking forward to the next 2.

Q: What is the legal basis of the prohibition on “No Return, No Exchange” Policy of business establishments?

A: Pursuant to the Implementing Rules and Regulations of R.A. 7394, or the Consumer Act of the Philippines, specifically Title III, Chapter I, Rule 2, Section 7 of Department Administrative Order (DAO) No. 2, series 1993, the words “No Return, No Exchange”, or words to such effect shall not be written into the contract of sale, receipt or sales transaction, in any document evidencing such sale or anywhere in the store or business establishment.

Q: What is the rationale for this provision?

A: The prohibition is aimed to correct the misconception of a lot of consumers that they do not have the right to return shoddy or defective goods or demand for remedies in case of defective or imperfect service because of the “No Return, No Exchange” notice in the receipts or anywhere in the business establishment.

Q: Why is the presence of a “No Return, No Exchange” notice considered deceptive?

A: Such statement is considered deceptive because consumers may return or exchange the goods or avail of other remedies in case of hidden faults or defects, or any charge not known to the buyer. By provision of law, sellers are obliged to honor their implied warranties and grant corresponding remedies to consumers.

Q: Can the store exercise only a policy of exchange but no refund?

A: Consumers are entitled to either an exchange or refund, as long as there is a defect in the quality of goods or imperfection in the service.

Q: Is the condition “Sale items are non-refundable” allowed?

A: This has the same effect as the “No Return, No Exchange” provision. However, in the case of sales promotions like “water or fire-damaged sale”, the statement may be allowed provided the defects are apparent and visible to the consumer and that proper disclosure in the form of tags or notices are made at the time of purchase.

Click here to read to full FAQ.

Online sellers should be very careful especially those that offer products that come in different sizes, versions, or materials. Customers that don’t get what they specifically order have the right to a complete refund or a product exchange. If you don’t give it they can complain with the Department of Trade and Industry and you can get sanctioned.

• Be very specific with the build and make of your products. If you will ship to them something different than what was agreed on, get them to agree via e-mail (so that it’s properly documented).
• Keep everything documented. All exchanges with clients should be one black and white (SMS, e-mails, etc.) Don’t rely on just calls. If you agree on something verbally, put it on black and white by having them agree on e-mail.
• Don’t get caught up with your emotions for demanding clients. Stay professional.
• If there was a mistake, apologize and offer a refund or exchange. Don’t wait for them to ask for it. As soon as there’s a mistake, charge it to experience and move on.

Some major points in the talk just in case you’re too lazy to watch the whole thing:

• Creatives make up for 50%-75% of the effectivity of an online ad
• Highlight the brand prominently in your images. If it’s a flash ad, your brand logo or image should be in every frame.
• Keep it simple. Deliver the message quickly and efficiently.
• Studies show that ads featuring real people get attention better compared to graphic image ads.
• Go local to make a bigger impact. Make your ad relevant.
• Follow through. Get a contact point (e-mail, Facebook like, SMS)

Please note that the talk was given in 2009. There definitely have been changes since then but the core message of that session is definitely still applicable today.

Post Script: Hmm… the good thing with watching videos of your work is that you see major points of improvement. Hahaha!