Over 13,000 online transaction complaints spur mandatory trustmark registration

The department of trade and industry (DTI) in the Philippines has given businesses with an online presence until 30 September 2025 to register for the eCommerce Philippine Trustmark, a move aimed at addressing growing consumer concerns.

Online merchants are mandated to register for the trustmark under a department administrative order, in compliance with Republic Act 11967, also known as the Internet Transactions Act of 2023. The initiative seeks to boost consumer confidence in the eCommerce space.

“The mandatory registration is also a direct response to the surge in consumer concerns, with DTI recording over 13,000 complaints related to online transactions from January to August 2025,” DTI said in a press release, as quoted by government-owned Philippine News Agency.

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Under the Internet Transactions Act of 2023, consumers may file damage claims against erring online businesses either before the courts or the DTI. Penalties are significant, with third and subsequent violations penalised at 1 million pesos (US$17,000).

DTI has already issued digital badges to several major entities, including Shopee Philippines, Bytedance Philippines (TikTok Shop), Lalamove Philippines, and LG Electronics Philippines.

Other recipients include Asahi Electrical Manufacturing Corporation, Cherenz Global Manufacturing (TOUGHMAMA), Concepcion Midea, Concepcion Carrier Air Conditioning Company, First Digital Finance Corporation (Billease), Mailtag Ortigas Corporation (DHL Express), Pan-Eurasia Sales Marketing Corporation (Dowell, Edamama and Tefal), QuadX (Gogo Xpress and ShippingCart), and Tosot Philippines Corporation.

“To earn and maintain a trustmark, businesses must meet key regulatory standards, including full business disclosure, protection of consumer data, and the establishment of an internal redress mechanism to address consumer complaints,” DTI added.

Online merchants can submit their trustmark applications through the official portal or reach the DTI eCommerce bureau for inquiries.

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