With the new smart system for filing after-purchase complaints, customers dissatisfied with their purchase can file a complaint against that online company.
“With the smart system for handling complaints against internet businesses and online collective arbitration [CODR], people can check the [seller’s] identity information and violations before buying products online,” the head of E-Commerce Development Center said, referring to the process of filing smart complaints against internet businesses.
“This system is aimed at resolving after-purchase complaints and disputes online,” Ali Rahbari said at the unveiling ceremony of the CODR, Ibena reported.
The official noted that if, according to this system, the e-trust symbol ranking was low, it’s better to choose in-person payment for buying products from online shops.
“However, if there is a problem after the purchase, the customer can file a complaint by selecting the e-trust information section to enter the complaint section,” he added.
According to the official, the arbitration fee for a complaint is between 2-20%, which must be paid first by the plaintiff and finally by the offender.
“Therefore, fake complaints are avoided this way, but in the past, we have seen people file fake complaints to damage a business,” he said.
He noted that if the vote is not in favor of the complainant, the customer can refer to the reviewing authority.
“The option to complain about the number of sales will also be added to the system soon. But currently, this system is for handling after-purchase complaints and disputes online,” he added.
Rahbari also said that currently, 35 active judges are active in this system.
He stated that in the field of e-commerce, customers and buyers of products who are dissatisfied should know where to file a complaint and what documents to prepare for filing a complaint.
“Money loss, time-consuming process of filing a complaint, customer abuse and lack of communication with other relevant authorities were other problems that this system is expected to reduce,” he added.
The official stated that the plan is to handle complaints through this system within 3-21 days.
“The legal requirement to obtain an electronic trust symbol dates back to more than 10 years and since the fiscal 2012-13, the Supreme National Security Council has made the payment gateway conditional on receiving an electronic symbol,” he said.
Referring to the implementation of this stipulation, which has become conditional for operating payment service companies for about two years, Rahbari said, "The second phase of this requirement has been implemented since the current fiscal year’s eighth month [Nov. 22-Dec. 21], when receiving a payment gateway is subject to having an electronic trust symbol.”
E-Trust Symbol Expected to Lose Mandatory Transaction Status
E-trust symbol will no longer be a precondition for receiving the online payment gateway, Iran Fintech Association announced.
Noting that the decision was approved in a meeting of the Board of Deregulation and Facilitation of Business Licensing, the association’s chairman, Mehdi Shariatmadar, tweeted that this issue will hopefully be verified by the Council of Ministers so that the mandatory requirement of e-trust symbol will end, Shanbemag reported.
The meeting was attended by Reza Olfat-Nasab as one of the representatives of the private sector and Shariatmadar as the chairman of Iran Fintech Association.
According to the official, problems related to the e-symbol were discussed during the meeting.
"From the public sector, only Mohammad Javad Hadi, the deputy director of Business Facilitation and Application Development at the E-Commerce Development Center, insisted on retaining the mandatory nature of e-symbol for receiving the payment gateway,” Shariatmadar said.
"The representative of the Ministry of Industries, Mining and Trade and the Ministry of Economic Affairs and Finance opposed the imposition of mandatory e-symbol under the current economic circumstances.”
Shariatmadar emphasized that the representatives of these ministries believe that the mandatory acquisition of e-symbol will lead to a lack of transparency in business operations.
This is contrary to the experts’ opinion that e-symbol assures transparency and reliability.
"According to the ministries, e-trust symbol must be separated from the license. The e-trust symbol is a validation symbol and cannot substitute a license. Therefore, it was approved by four votes to remove the requirement to get the payment gateway facility," he said.
According to the official, the administrative procedure should be followed and “this issue needs to be approved by the Council of Ministers soon”.
Currently, receiving an e-trust symbol from the Industries Ministry is one of the key factors in developing e-commerce, as users have greater confidence in such electronic services.
An e-trust symbol is displayed as a mark on top of sites that are legally permitted to provide such services.
The number of e-trust permits issued in the current Iranian year’s first eight months (March 21-Nov. 21) registered a 10.2% increase to reach 22,825.
E-trust permits issued in the eighth fiscal month (Oct. 23-Nov. 21) stood at 3,271 to register a 3.9% increase month-on-month, latest figures released by the Ministry of Industries, Mining and Trade show.
In the last Iranian year (ended March 20, 2021), these permits increased by a whopping 150.8% to 33,044.
