ACCORDING to analysis site eCommercedb, the Malaysian e-commerce market in 2020 achieved a turnover of $ 4 billion, making it the 38e largest in the world.
Even before the Covid-19 pandemic and various lockdowns, Malaysia’s e-commerce sector was one of the fastest growing in the region.
This is reflected in a report by Capillary that said the Malaysian e-commerce market grew by 39% in 2019 alone and is expected to be worth more than $ 8.1 billion by 2024.
However, as more and more people shop online, the number of complaints has also increased, indicating serious issues with the trust and credibility of online retailers.
According to the Ministry of Internal Trade and Consumer Affairs, complaints about online transactions increased by 112.5% in 2020, compared to 5,416 complaints registered in 2019. Among the most common complaints, these concerned non- delivery of goods or products received. not as advertised.
One of the main drawbacks to online shopping has long been the inability of consumers to verify that the products they have ordered are advertised. Likewise, online retailers also find it difficult to demonstrate their legitimacy and the quality of their products.
Because of these limitations, many consumers rely on the online reviews of other customers to assess whether an online retailer is trustworthy. However, there are also concerns about the legitimacy of these reviews.
The SIRIM Trusted Brand System
Malaysia’s national conformity assessment body, SIRIM QAS International, has developed the SIRIM Trusted Mark Scheme (STMS) to verify that certified e-commerce retailers meet quality standards and best practices. This is based on ISO / IEC 17065 and encompasses pre-sales, sales and after-sales experience.
SIRIM QAS has partnered with Lazada Malaysia to jointly promote the SIRIM Trusted Mark Scheme for certified communications, electric and hybrid products. The campaign aims to educate consumers on the importance of buying from certified online outlets. The collaboration is expected to be inked in November 2021.
For consumers and retailers
According to Fauziah Fadzil, senior general manager of the product certification department of SIRIM QAS, online retailers who want to achieve STMS certification must ensure that the products they sell are 100% compliant with all regulatory requirements. Only then can they be granted the status of trusted online seller.
STMS certification not only helps online retailers improve the credibility and marketability of their products, but it also educates consumers about the dangers of purchasing uncertified products online.
“Those with trusted online seller status can display the brand on their e-commerce page or product listing on online platforms. Consumers can be assured that those wearing the STMS mark have been assessed as trustworthy and reliable, and that the products they are selling are genuine and safe to use, ”says Fauziah.
With this, online consumers can have peace of mind knowing that the retailer they are buying from is legitimate and can be assured of getting quality products in line with the items being advertised.
This will take the local e-commerce industry one step closer to achieving quality standards that will keep the industry on track into the future in the new normal.
Organizations interested in obtaining the SIRIM Trusted Mark Scheme can contact SIRIM QAS directly through its customer service (03-5544 6400), email [email protected] or visit www.sirim-qas.com.my.