Shop Safe is an online escrow service available on ML Wallet. It connects buyers & sellers on online platforms such as Facebook Marketplace, Instagram, Carousell (OLX), & etc.
When buying from online posting platforms, people normally limit their searches to their immediate area, to be able to arrange a face-to-face meeting with sellers.
Shop Safe safely bridges buyers to sellers beyond their towns/cities, by offering to handle payments, deliveries, and returns using M Lhuillier’s branch network.
Customer Flow #
Buyer Connects with Seller
ShopSafe is always buyer initiated via Invitation.
A buyer communicates with a seller outside the platform and agrees on price, brand, model, quantity, specification, & etc.
To start a transaction, the buyer clicks the Shop Safe icon on his/her ML Wallet App. Select Start Transaction, enter the Seller's Mobile Number, & clicks Invite Seller.
An SMS is sent to invite the seller to create an ML Wallet account & accept a Shop Safe invite. (If the seller is already an ML Wallet user, the invite will simply appear on his/her app.) Sellers can either Accept or Reject invites.
Seller Acceptance
If the seller accepts the invitation, details about the item are entered into the app. These include brand, model, description, pictures, shipping weight & dimensions, price, and other details.
Buyer Confirmation and Payment
The buyer is notified when the details are ready. To accept, the buyer sends payment to the seller via ML Wallet. The seller will see the funds (total balance), but will be unable to access these funds (usable balance) until after the transaction is completed.
Seller Drops-off the Item
The seller is prompted to drop off the item at a seller nominated branch, unsealed.
At the shipping branch, the FLA will:
Scan the seller’s Shop Safe QR code,
Match the items against the description, reject prohibited items, seal the parcel, process via the logistics system, affix a shipping label, & confirms acceptance on KPX.
The parcel is picked up by the courier and shipped to the nominated branch of the buyer. Customers can track this on the ML Wallet App.
Buyer Picks-up the Item
An SMS will prompt the buyer when the item is ready for pickup at their nominated branch.
At the receiving branch, the FLA will:
Scan the buyer’s Shop Safe QR code,
Hand over the correct parcel to the buyer. The buyer opens the parcel and inspects the items at the counter.
If the buyer accepts the items, the FLA will confirm on KPX, and the transaction is completed. Funds are released to the seller, and the return shipping deposit is released back to the buyer.
If the buyer decides to reject the items, the FLA takes the item back, re-seals the parcel, and affixes a new shipping label back to the originating branch via the logistics system. The item is picked up by the courier. The FLA will confirm rejection on KPX as well.
ShopSafe Fees and Reminders #
Fees #
Shipping Fee
Up to 3 kg ₱195.00 +1% insurance valuation
3.01 to 5 kg ₱375.00 +1% insurance valuation
5.01 to 10 kg ₱875.00 +1% insurance valuation
10.01 to 20 kg ₱2,000.00 +1% insurance valuation
20.01 to 30 kg ₱3,000.00 +1% insurance valuation
30.01 to 40 kg ₱6,500.00 +1% insurance valuation
40.01 to 50 kg ₱8,000.00 +1% insurance valuation
Shop Safe Fee
= Agreed Price + ShopSafe fee (₱50.00) + Shipping + Return Shipping Deposit
Reminders
When an item is rejected, the return shipping fee deposit is not returned. This amount is used to ship the item back to the seller.
Shop Safe fees are non-refundable, unless damage or loss occurs during shipping. This must be escalated to management for approval.
If the buyer disappears after receiving the item without notifying the FLA, the transaction is considered ‘accepted’, and the translation is complete.
The transaction is considered “rejected” if the buyer fails to collect the parcel within 7 days. FLA must perform the rejection process in KPX. FLA must call the buyer during the 6th day to confirm if he/she is still interested to get the order.
ML is responsible for shipping and handling of payments. We do not extend warranties to items being bought online; those agreements are arranged solely between the buyer and seller.
Accepted items cannot be returned (for rejection) after they have left the branch.