SellerID is Committed to Keeping Marketplaces Trustworthy and Accountable

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SellerID Is a Strong Consumer Protection Advocate

We believe that in order to build trustworthy and robust online services and marketplaces we need to serve both sides of the commercial transaction.

In providing trust vouching and monitoring to businesses in exchange for our SellerID Trustmark and trust equity, we also provide a system for consumers to manage marketplace related disputes, issues, and report scams or fraudulent business practices.

SellerID provides a safe space to resolve marketplace disputes and issues between businesses and their customers.

What complaints do we handle?

Disputes that relate to marketplace issues experienced with the services or products a business provides. SellerID reserves the right to reject complaints that use abusive or foul language.

SellerID does not handle cases involving:
- Employee/employer disputes;
- Discrimination claims;
- Matters that are/have been litigated/arbitrated;
- Complaints against individuals not engaged in business;
- Issues challenging the validity of local government ordinances or regulation, or national laws or regulations;
- Complaints against government agencies, including the PhilPost, SSS, GSIS, Landbank, PITC, PhilHealth, Pag-IBIG, National Printing Office, and other government owned and controlled corporations;
- Matters related to the policies and operating rules of online marketplaces;
- Matters not related to marketplace issues.

How do we handle your complaint?

Everything you submit will be forwarded to the business within five (5) business days. The business will be asked to respond within twenty-one (21) days, and if a response is not received, a second request will be made. You will be notified of the business’s response when we receive it (or notified that we received no response). Complaints are usually closed within forty-five (45) business days whether resolved or not.

SellerID accepts complaints that meet the following criteria:

  • The complaint includes the complainant’s name, a postal address, and an email address
  • The complaint includes the business’s name and provides sufficient information to determine the business’s location
  • The complaint seeks assistance from SellerID
  • The complaint is from a person (or a person’s authorized representative) or entity (business-to-business) that had a marketplace "relationship"
  • The complaint relates to a marketplace issue. Typically, the issue complained of must have arisen within the previous 6 months (Note: warranties/guarantees or other extenuating circumstances may supersede this criteria.)
  • The complaint must allege a deficiency in the company's marketplace performance with regard to the services or products at the business provided or allegedly agreed to provide
  • The complaint is not in litigation when filed with SellerID and has not been resolved by a previous court action, arbitration, or settlement between the parties
  • The complaint contains no abusive language.

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Notice to the Public:
If a business has been accredited by the SellerID, it means SellerID has determined that the business meets accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. SellerID Accreditation Standards represent standards for business accreditation by SellerID. Businesses based in the Philippines that are bound to Philippine Law that meet these standards and complete all application procedures will be accredited by SellerID. The SellerID Accreditation Standards are built on the SellerID Standards for Trust, eight principles that summarize important elements of creating and maintaining trust in business. SellerID accreditation does not mean that the business’s products or services have been evaluated or endorsed by SellerID, or that SellerID has made a determination as to the business’ product quality or competency in performing services. Businesses are under no obligation to seek SellerID accreditation, and some businesses are not accredited because they have not sought SellerID accreditation.

Philippine Data Privacy Protection Act of 2012 Compliance Notice
Any and all information collected from the authorised user and recipient of this document is acknowledges that their personal information will be processed by SMP&CO (Philippines) as the data controller, in compliance with the applicable data protection legislation, which as of the time of publication is the Philippine Data Protection Act of 2012 as well as any other subsequent regulation and its subsequent revisions or versions. For any further information, please send an email to our Data Protection Officer (DPO) at: dpo@smpcopartners. SMP&CO (Philippines) Data Privacy Officer: Diego MANALASTAS, DPO NPC Registration Number IND-000-035-2019.

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