17. How did the seller address the damage complain?

(__) Refund the money paid

(__) Replace the product

(__) Exchange it with a different item but with the same price

(__) No action at all / No accountability from the seller

18. Have you encountered problems upon ordering online?

(__) Yes

(__) No

19. If yes, kindly select from the following the problems that you have encountered:

(__) Quality Issues

(__) Delay of shipment

(__) Unclear information about the products

(__) Incorrect item delivered

(__) I got scammed

(__) I had a problem with the courier

(__) Digital payment failures

(__) Expensive shipping fee

(__) Additional Charges

(__) Unclear return and guarantee policies

(__) Lack of security

(__) Lack of payment options

(__) Poor customer services

(__) Others, please specify:____

(__) I have not encountered any problem so far

20. For those who select Poor Customer Services, which from these matters have you gone through?

(__) Inaccessible seller

(__) The shop only sends computer generated messages

(__) They failed to offer real time/timely support

(__) Lack of customer service etiquette

(__) Language barrier from the seller

(__) Others, please specify:____

(__) They have good customer services

21. Has long distance communication from the seller been the case for the poor customer service you
encountered?

(__) Yes

(__) No

22. Considering these concerns, would you still want to buy products online or would you rather go to
the market or mall instead, despite the pandemic?

(__) I will still buy products online

(__) I will buy from the market/mall

23. On which website do you usually shop the products you have bought?

(__) Shopee

(__) Lazada

(__) EBay

(__) Amazon

(__) UBid

(__) EBid

(__) Craigslist

(__) Google Product Search

(__) Others, please specify:_____

(__) I have not yet bought any products from online

24. If there is an online store which will operate within Region XII (SOCCSKSARGEN), would you be
interested in availing their services?

(__) Yes

(__) No

25. Are you willing to provide your personal information and trust this online store platform that it will
be kept confidential when buying products online?

(__) Yes

(__) No

26. How often do privacy concerns prevent you from buying products online?

(__) Always

(__) Most of the time

(__) About half the time

(__) Once in a while

(__) Never

27. If you are a local seller, would you be interested in selling your products with our proposed online
store platform (Online Store within Region 12) and have the advantage to advertise it to a wider range
of customers?

(__) Yes

(__) No