Trust of consumers in e-commerce falling

Take steps to hold the unscrupulous traders to account

Published : 02 Sep 2021 08:47 PM | Updated : 03 Sep 2021 01:05 AM

We express deep concern over the falling consumers’ trust in the country’s digital commerce or e-commerce sector because of the misdeeds caused by a section of unscrupulous businessmen. It is worth noting that e-commerce has become very popular which indicates the progress in achieving Sustainable Development Goals. Besides, digital commerce sector has also created job opportunities for educated youths during this crisis, achieving confidence and connecting bridge with the consumers.

E-commerce has won the hearts of customers as well as attained their trust and confidence by providing detailed explanations of the products. We think the e-commerce is now an important commercial sector that would continue to keep the country’s economic activities vibrant in the future. However, cheating people in the name of e-commerce business, some unscrupulous businessmen have already affected the sector badly, and created mistrust and confusion among the consumers. Recently the owner and COO of e-commerce company were sent to jail for embezzling Tk 1,100 crore from consumers recently.

Keeping in mind the proverb “Honesty is the best policy”, the businessmen must run their digital commerce as without honesty, accountability and transparency, they would not be able to gain the trust of the customers. When consumers trust in business especially e-commerce sector is broken it become very tough to regain as people purchase the products without seeing and touching the original one. And such distrust is now taking a serious toll on e-commerce sector.

Maintain accountability 

and transparency to gain 

consumers' trust

Various organised groups are still engaged in delivering low quality products to customers. Besides, in many cases after receiving payment for the order, the Facebook page or website is found closed without delivery of the products. Thus, the consumers are being cheated in many ways, losing interest in online shopping.

Therefore, the government must take immediate measures to strictly control and monitor the deception by a handful of dishonest people in order to protect the country’s promising and huge potential sector like e-commerce.

Apart from these, the consumers will also have to refrain themselves from purchasing any product from the business organisations which do not follow the instructions of the “Digital Commerce Management Guide-2021”, a guideline prepared considering the disadvantage of the services of e-commerce organisations, under the revised National Digital Commerce Policy passed in 2020.