STATEMENT OF THE PROBLEM

This study intends to know the strategies of Shopee to Succeed in the

Global E-commerce. Specifically, this sought answer the strategic methods used
by the Shopee which is SWOT analysis:

STRENGTH WEAKNESS
 E-commerce  Misinformation of products
 Pioneered In Popularity  Shipping cost
 Payment options  Not accessible to all
 Attractive pricing and promotion  Delivery system

OPPORTUNITIES THREATS
 Growing market  Existence of hackers or cyber
 Global business expansion hijackers
 24/7  Threat of new entrants
 Fraud

Due to rapidly growth cases of Covid-19 in the year-end 2019 up to the

present e-commerce has given an enormous opportunity to propose their
services and products. Shopee became the number 1 in the Philippines and In
the mobile-first economy of the Philippines, Shopee is a significant player. It is a
comprehensive, mobile-first online store that offers a traditional web experience.

 SHOPEE’S BRAND AMBASSADOR CONTROVERSY

The new endorser and App ambassador of Shopee was a controversy

here in the Philippines. Many of the users and consumers decides to uninstall the
app and look for the substitution which is lazada. As for the consumer opinion,
they deleted the app because of Toni Gonzaga who recently campaign with
President Bong Bong Marcos. Consumer said that they tend to reduced their
workforce and enable to pay for an ambassador who are not worth for. “Together
with our newest brand ambassador, Toni, we are working to deliver entertaining
content to drive anticipation leading up to the upcoming 10.10 Brands Festival,”
the company said in a statement.

 SHOPEE RETURNING PRODUCTS

According to a 2009 survey about the top six reasons people provide for
returning products, the Supply Chain Consortium, around 75% of the causes for
returns consists of:
• Customers placed orders for the incorrect item or size
• Following receipt of the merchandise, the customer reconsidered their
purchase.
• No justification from clients
• The product's quality fell short of what was promised on the website or catalog.
• The expectations of the clients were not met
• The shipping firm sent the incorrect item or size.

In order to increase online client satisfaction, the World Economic Forum

2018, numerous stores or online marketplaces provide return policies, and
services that comprise:

• Re-sealable packaging and pre-printed returns labels are provided with the
product package.
• The return address for products.
• Guidelines and detailed processes for automatic refunds and returns.
 Although reverse logistics management is less significant than supply
chains, it is nonetheless levels are equivalent. The procedure establishes
eligibility and disposition the process for handling returned products. Moving the
goods to the vendor, settling financial differences between buyers and sellers,
and facilitating a seamless return process are all made possible. 147 (Sehgal
2009).

 HANDLING COMPLAINTS BETWEEN SELLER AND BUYER

More complaints regarding this issue were submitted to Shopee than to

other marketplaces. Customers will eventually resort to the customer care team
to beg for justice when they are faced with this problem, but the customer service
team is not the appropriate person to assist customers in this situation. To reach
a final decision that is just in each circumstance, there must be a clear process
that both the seller and the buyer can adhere to.  Shopee does have a policy for
resolving a dispute between buyers and sellers. However, the policy has many
flaws which have caused quite a several problems for buyers, because buyers
are those who often fall into the scam on online marketplaces easily.In case of
returning products, Shopee requires the seller to provide a video clip related to
the complained order which includes information such as packaging process
which shows that information of buyer is filled correctly, the status of the product.
On the buyer side, Shopee requires the buyer to provide the chat history about
consultation, agreement between buyer and seller before the order was
confirmed.To avoid this problem, Shopee should have a specific dispute process
which consists of all the steps and time range for each step, for example:

• Buyer and seller should contact each other and try to solve the dispute
themselves first.
• If the conflict still exists, buyer or seller can contact the dispute department and
provide required evidence.
• The dispute department will assess all the evidence from both side within 3
working days.
• The judgement result should be announced after 3 days and both sides must
follow the final decision.
• Return policy must be applied and followed closely in case the buyer has has
the right to return the product. Return period must be indicated specifically.
• Follow up return process is refund. The buyer should be able to claim full or
partial refund depending on each case based on the judgement of Shopee.