When it comes to shopping online, Nigerians get very skeptical – and the reasons are not far-fetched. According to a report by CPC, 70% of Nigerians have several doubts about ordering packages online. For an industry already worth $2.3 trillion globally, one would wonder why Nigerians become paranoid about online stores.
Well, a few of the reasons are:
Trust: The average Nigerian has trust issues (due to cultural backgrounds and state of the nation) and thus, find it hard making payment to somebody they don’t see, and an item that has not been delivered to them yet. While that is understable, other countries fully accept credit/debit cards from customers – which means all orders are prepaid before they are shipped out. Nigerians are embracing this, but slowly – and is far from penetrating even 10% of the entire population.
Perceived Fraud: Speak to any Nigerian about online activity and entering credit card information online, among the couple of first-responses you would get is: “Fraud. I don’t want them to hack my account and take all my money”. This is false and it attributes the fact that Nigerians are not so learned about online payment processing and security protocols involved. The notion that online shopping is riskier than offline shopping is hoax. The stats are there and they show that most fraud committed in Nigeria happens through face to face transactions than online. For context, you must have heard stories of fraudsters who rent out the same flat to dozens of people, collecting millions of Naira in rent only to leave the helpless accommodation seekers to fight each other over who the rightful owner of the flat should be.
The Double Standard
Everyday people lose money doing business at local markets, yet they return to the same market without batting an eyelid. Yet, when they have the same experience (or close to), with an online store, they automatically conclude all online stores are fraudulent and use it as an excuse never to shop online again, telling the same story each time to anyone around us who expresses interest in shopping online and I quote “I will never shop online again”.
For instance, have you ever bought a phone (or any item) in a market only for you to return it to the seller because it developed a minor fault or didn’t just live up to the marketing and you simply can’t locate the seller? And if it comes up the level of returning the item and asking for a refund, your attention is drawn to the part of the receipt that says “no refund of money after payment”, while the seller goes on to tell you how it is not his fault since he is not inside the phone and hence cannot be held responsible for your misfortune.
Now for comparison, you take a look at majority of online stores. We can authoritatively state that all of them have a refund policy (including us ), which allows customers return items and get a full refund (sometimes even with shipping fees included), within a certain time-frame. On certain occasions, the returned items might already be used or get damaged in transit — and yet, the store owners bear the loss, just to ensure that the customer is fully happy. Which offline seller would do this for you? In this case, doesn’t online shopping take the win of safety and customer protection? You tell me. If you want to read our return/refund policy, please click here.
Given that sometimes we hear about one or two fraudulent transactions, doesn’t make the entire eCommerce experience fradulent. A registered store would implement the right security and encryption protocols to ensure that user data is safe and uncompromised. At Perfect Mall, we implement every the highest levels security, which you can read about here.
Fear Of Non-Delivery: Another reason is non-delivery of items paid for. Nigerians like to receive their item first and sometimes, even test it before paying/completing the transaction. However, the problems that accompany the Payment on Delivery system include: harassment of delivery personnel (we have had several cases in the past), refusal to pick up item after it arrives their location, among others. To solve this, we created the perfect delivery system (Perfect Express – which ensures 72 hrs speedy delivery to any state in Nigeria). We also have a tracking system so that you can see the movement of your goods, till it reaches you.
How to confirm the eCommerce store you are ordering from is secure?
Here are a few things to look for if you’re trying to see if a store is authentic and genuine.
- SSL Certificate: Every secure eCommerce website should have an SSL certificate. What does an SSL? An SSL is basically an encryption system that securely transmits data between the customer and the eCommerce store. That way, any third party can’t intercept the data being passed across. Perfect Mall uses 256-bit SHA RSA certificate to securely encrypt your data to and fro.
- CAC Registration: Any online store you are transacting with online is certified and registered with the Corporate Affairs Commission. This lets you know that they are a serious business and that you are safe to transact with them.
- Insurance: Check to see if the online store has an insurance for each and every customer. That way, you know your purchases are proctected and can be refunded if need be. See ours.
- Refund & Return Policy: Be sure to check that the store you are ordering from has a refund and return policy active on their website. That ensures your refund can be processed successfully and within certain timeframes too.
At Perfect Mall Nigeria, we’re always working around the clock to innovate new solutions to keep your data safe and secure. To see how we do this, please see our Trust & Safety Page.