E-business

Md. Rashidul Hasan

Associate Professor
Department of Agribusiness and Marketing
Sher-e-Bangla Agricultural University
Dhaka
 Mobile commerce (m-commerce)

Electronic transactions and communications conducted using mobile

devices such as smartphones and tablets, and typically with a wireless
connection.
 Mobile apps

The growth in popularity of mobile apps, from the iPhone store, Google
Android Play, Microsoft Windows app store and other handset vendors,
is another significant development in mobile communications.
 Mobile apps

A software application that is designed for use on a mobile phone,

typically downloaded from an app store. iPhone Apps are best known,
but all smartphones support the use of apps which can provide users
with information, entertainment or location-based services such as
mapping.
 Mini case study

An example of the popularity of location-based mobile services is Qype

(www.qype.com). Founded in 2006, Qype is Europe’s largest site for
user-generated reviews and recommendations of places, events and
experiences. Qype allows users to search for and read reviews about a
restaurant, shop, service or experience and, with the Qype app, users
can read and add reviews on their phone and use the application as a
personal satnav to find places nearby.
 Mini case study

Available in seven different languages, Qype is a pan-European local

review site with 3 million reviews covering more than 900,000 places
worldwide. In 2013 it merged with Yelp, a US-based site with
102 monthly unique visitors and 39 million local reviews across the US,
Europe and Asia Pacific. Although Facebook and Google offer similar
services, it shows that there are opportunities for other companies that
focus on this niche.
 Buy-side e-commerce

E-commerce transactions between a purchasing organization and its

suppliers.
 Sell-side e-commerce

E-commerce transactions between a supplier organization and its

customers.
 Digital business

Digital business is broader in its scope than e-commerce. It is similar to

the term e-business (which was first coined by IBM), who described it
in 1997 as:
e-business – the transformation of key business processes through the
use of Internet technologies
Different types of sell-side e-commerce

Sell- side e-commerce doesn’t only involve selling products online, but
also involves using digital technologies to market services using a range
of techniques. Not every product is suitable for sale online, so the way
in which a website is used to market products will vary. It is useful to
review these five main types of online presence for sell-side e-
commerce, each of which has different objectives and is appropriate
for different markets.
 Transactional e-commerce sites.

These enable purchase of products online. The main business

contribution of the site is through sale of these products. The sites also
support the business by providing information for consumers who
prefer to purchase products offline. These include retail sites, travel
sites and online banking services.
 Services-oriented relationship-building websites

Provide information to stimulate purchase and build relationships,

particularly where products are not suitable for sale online. Information
is provided through the website and e-newsletters to inform purchase
decisions. The main business contribution is through encouraging
offline sales and generating enquiries or leads from potential
customers, known as lead generation.
 Brand-building sites.

Provide an experience to support the brand. Products are not typically

available for online purchase. Their main focus is to support the brand
by developing an online experience of the brand. They are typical for
low-value, high-volume fast-moving consumer goods.
 Publisher or media sites

Provide information, news or entertainment about a range of topics.

This is information both on the site and through links to other sites.
Media sites have a diversity of options for generating revenue,
including advertising, commission based sales and sale of customer
data.
 Social network sites

Social networks could be considered to be in the previous category

since they are often supported by advertising, but the influence of
social networks such as Facebook, LinkedIn and Twitter on company
and customer communications suggests they form a separate category.
 Example sites

Business media site: The Financial Times (www.ft.com) or Mashable

(www.mash- able.com)

Bank, e.g. HSBC (www.hsbc.com)

 Example sites

Management consultants such as PricewaterhouseCoopers

(www.pwc.co.uk) and Accenture (www.accenture.com)

Beverage manufacturers, e.g. Bacardi.com (www.bacardi.com) and

Guinness (www.guinness.com)
 Example sites

Travel company, e.g. Thomas Cook (www.thomascook.com)

Consumer site, e.g. Yahoo! (www.yahoo.com)

Online retailer such as Amazon (www.amazon.com)

 Digital marketing

This has a similar meaning to ‘electronic marketing’ – both describe the

management and execution of marketing using electronic media such
as the web, email, digital TV and mobile media in conjunction with
digital data about customers’ characteristics and behavior.
 Digital marketing

Digital marketing involves: Applying these technologies which form

online channels to market: Web, email, databases, plus mobile/wireless
and digital TV. To achieve these objectives: Support marketing activities
aimed at achieving profitable acquisition and retention of customers
within a multichannel buying process and customer lifecycle.
 Digital marketing
Through using these marketing tactics:

Recognizing the strategic importance of digital technologies and

developing a planned approach to reach and migrate customers to
online services through e-communications and traditional
communications. Retention is achieved through improving our
customer knowledge (of their profiles, behavior, value and loyalty
drivers), then delivering integrated, targeted communications and
online services that match their individual needs.
 Digital marketing

Different access platforms deliver content and enable interaction

through a range of different online communication tools or media
channels. Some are well-established techniques which will be familiar
to you, like websites, search engines, email and text messaging.
 Digital marketing

Recent innovations include blogs, feeds, podcasts and social networks.

 Podcasts

Individuals and organizations post online media (audio and video)

which can be viewed in the appropriate players (including the iPod
which first sparked the growth in this technique).
 Social network

A site facilitating exchange of text, audio or video content.

 Web feed

A web feed (or news feed) is a data format used for providing
users with frequently updated content.
As web feeds are designed to be machine-readable rather than
human-readable they can also be used to automatically transfer
information from one website to another without any human
intervention.
 Types of media

To help develop a strategy to reach and influence potential customers

online it has become common place today to refer to three main types
of media channels marketers need to consider
Paid media
Earned media
Owned media
 Paid media

These are bought media where there is investment to pay for visitors,
reach or conversions through search, display advertising networks or
affiliate marketing. Offline, traditional media like print and TV
advertising and direct mail remain important, accounting for the
majority of paid-media spend.
 Earned media

Traditionally, earned media has been the name given to publicity

generated in targeting influencers to increase awareness about a
brand. Now earned media also includes word-of-mouth that can be
stimulated through viral and social media marketing.
 Earned media

It also includes conversations in social networks, blogs and other

communities. It’s useful to think of earned media as developed through
different types of partners such as publishers, bloggers and other
influencers, including customer advocates. Another way of thinking
about earned media is as different forms of conversations between
consumers and businesses occurring both online and offline.
 Owned media

This is media owned by the brand. Online, this includes a company’s

own websites, blogs, email list, mobile apps or their social presence on
Facebook, LinkedIn or Twitter. Offline, owned media may include
brochures or retail stores.
 Owned media

It’s useful to think of a company’s own presence as media in the sense

that they are an alternative investment to other media and they offer
opportunities to promote products using similar ad or editorial formats
to other media. It emphasizes the need for all organizations to become
multichannel publishers.
 Digital media channels

Online communications techniques used to achieve goals of brand

awareness, familiarity, favorability and to influence purchase intent by
encouraging users of digital media to visit a website to engage with the
brand or product and ultimately to purchase online or offline through
traditional media channels such as by phone or in-store.
 The six key types of digital media channels

There are many online communications techniques which marketers

must review as part of their digital business communications strategy
or as part of planning an online marketing campaign.
 The six key types of digital media channels

• Search engine marketing

• Online PR
• Online partnerships
• Interactive advertising
• Opt-in email marketing
• Social media marketing.
 1. Search engine marketing

Placing messages on a search engine to encourage clickthrough to a

website when the user types a specific keyword phrase. Two key search
marketing techniques are: paid placements or sponsored links using
pay-per-click, and placements in the natural or organic listings using
search engine optimization (SEO).
 Pay-per-click

Pay-per-click is an internet advertising model used to drive traffic

to websites, in which an advertiser pays a publisher when the ad
is clicked. Pay-per-click is commonly associated with first-tier
search engines.
 Search engine optimization (SEO).

Search engine optimization (SEO) is the process of improving

the quality and quantity of website traffic to a website or a web
page from search engines.
As an internet marketing strategy, SEO considers how search
engines work, the computer-programmed algorithms that dictate
search engine behavior, what people search for, the actual
search terms or keywords typed into search engines, and which
search engines are preferred by their targeted audience.
 2. Online PR

Maximizing favorable mentions and interactions with a company’s

brands, products or websites using third-party sites such as social
networks or blogs that are likely to be visited by your target audience.
It also includes responding to negative mentions and conducting public
relations via a site through a press center or blog. It is closely related to
social media marketing.
 3. Online partnerships.

Creating and managing long-term arrangements to promote your

online services on third-party websites or through email
communications. Different forms of partnership include link building,
affiliate marketing, aggregators such as price comparison sites like
MoneySuperMarket (www.moneysupermarket.com), online
sponsorship and co-branding.
 Online sponsorship

Sponsorship advertising is a type of advertising where a

company pays to be associated with a specific event. In fact,
sponsorship advertising is very prevalent with charitable
events. Besides from charitable events, companies may
sponsor local sporting teams, sports tournaments, fairs, and
other community events. The idea is to get your name out and
be viewed positively as a participating member of your
community.
 Co-branding

Co-branding is a marketing strategy that utilizes multiple brand names

on a good or service as part of a strategic alliance. Also known as a
brand partnership, co-branding (or "cobranding") encompasses several
different types of branding collaborations, typically involving the brands
of at least two companies. Each brand in such a strategic alliance
contributes its own identity to create a melded brand with the help of
unique logos, brand identifiers, and color schemes.
 4. Interactive advertising

Use of online ads such as banners and rich media ads to achieve brand
awareness and encourage clickthrough to a target site.
 Rich media

Rich media is a digital advertising term for an ad that includes

advanced features like video, audio, or other elements that
encourage viewers to interact and engage with the content. While
text ads sell with words, and display ads sell with pictures, rich
media ads offer more ways to involve an audience with an ad.
 A rich media banner

A rich media banner contains video, image,

social media components or any interactivity elements. It's called
'multimedia banner' at times. The interactivity and engagement
get users excited about your products or services.
 5. Opt-in email marketing

Opt-in email is a term used when someone is not initially added

to an emailing list and is instead given the option to join the
emailing list. Typically, this is some sort of mailing list, newsletter,
or advertising.
Opt-out emails do not ask for permission to send emails, these
emails are typically criticized as unsolicited bulk emails, better
known as spam.
 5. Opt-in email marketing

Renting email lists or placing ads in third-party e-newsletters or the use

of an in-house list for customer activation and retention.
 Social media marketing

Social media marketing is an important category of digital marketing

which involves encouraging customer communications on a company’s
own site, or a social presence such as Facebook or Twitter, or in
specialist publisher sites, blogs and forums. It can be applied as a
traditional broadcast medium, for example companies can use
Facebook or Twitter to send messages to customers or partners who
have opted in.
 Social media marketing

However, to take advantage of the benefits of social media it is

important to participate in customer conversations. These can be
related to products, promotions or customer service and are aimed at
learning more about customers and providing support, so improving
the way a company is perceived.
 Multichannel marketing

Customer communications and product distribution are supported by a

combination of digital and traditional channels at different points in the
buying cycle.
 Omnichannel marketing

Omnichannel references the importance of social media and mobile--

based interactions in informing purchase.
 Multichannel marketing strategy

Defines how different marketing channels should integrate and support

each other in terms of their proposition development and
communications based on their relative merits for the customer and
the company.
 Customer-centric marketing.

It shows how success online requires a planned approach to migrate

existing customers to online channels and acquire new customers by
selecting the appropriate mix of e-communications and traditional
communications.
 Multichannel marketing strategy

Defines how different marketing channels should integrate and support

each other in terms of their proposition development and
communications based on their relative merits for the customer and
the company.
 Customer journey

A description of modern multichannel buyer behavior as consumers

use different media to select suppliers, make purchases and gain
customer support.
 Customer-centric marketing

An approach to marketing based on detailed knowledge of customer

behavior within the target audience which seeks to fulfil the individual
needs and wants of customers.
 Customer insight

Knowledge about customers’ needs, characteristics, preferences and

behaviors based on analysis of qualitative and quantitative data.
Specific insights can be used to inform marketing tactics directed at
groups of customers with shared characteristics.
 Web 2.0 concept

A collection of web services that facilitate interaction of web users with

sites to create user- generated content and encourage behaviors such
as community or social network participation, mashups, content rating,
use of widgets and tagging.
 Mashups

Websites, pages or widgets that combine the content or functionality

of one website or data source with another to create something
offering a different type of value to web users from the separate types
of content or functionality.
 Microformats

A simple set of formats based on XHTML for describing and exchanging

information about objects including product and travel reviews, recipes
and event information.
 XHTML
Programming language

Extensible HyperText Markup Language is part of the family of

XML markup languages. It mirrors or extends versions of the
widely used HyperText Markup Language, the language in which
Web pages are formulated.
 Supply chain management (SCM)

The coordination of all supply activities of an organization from its

suppliers and partners to its customers.
 Value chain

A model for analysis of how supply chain activities can add value to
products and services delivered to the customer
 Value network

The links between an organization and its strategic and non-strategic

partners that form its external value chain.
Business or consumer models of e-commerce transactions

It is now commonplace to describe e-commerce transactions between

an organization and its stakeholders according to whether they are
primarily with consumers (business-to- consumer – B2C) or other
businesses (business-to-business – B2B).
Business or consumer models of e-commerce transactions

For example, different companies operating in the business-to-

consumer (B2C) and business-to-business (B2B) sphere.
Business or consumer models of e-commerce transactions

Often companies such as BP or Dell Computer will have products that

appeal to both consumers and businesses, so will have different parts
of their site to appeal to these audiences.
Business or consumer models of e-commerce transactions

Referring to the well-known online companies initially suggests that

these companies are mainly focused on B2C markets.

However, B2B communications are still important for many of these

companies since business transactions can drive revenue, as for
example eBay Business (http://business.ebay.com/), or the B2C service
may need to be sustained through advertising provided through B2B
transactions.
Business or consumer models of e-commerce transactions

for example, Google’s revenue is largely based on its B2B AdWords

(http://adwords.google.com/) and advertising service, and advertising
based revenue is also important to sites such as YouTube, MySpace and
Facebook.
Business or consumer models of e-commerce transactions

Two additional types of transaction, those where consumers transact

directly with other consumers (C2C) and where they initiate trading
with companies (C2B).
Business or consumer models of e-commerce transactions

Consumer-to-consumer interactions (also known as peer-to-peer or

person-to-person, P2P) were relatively rare, but are now very common
in the form of social networks.
Business or consumer models of e-commerce transactions

Hoffman and Novak (1996) suggested that C2C interactions are a key
characteristic of the Internet that is important for companies to take
into account, but it is only in recent years with the growth of always-on
broadband connections and mobile access to the web that these have
become so popular. P2P transactions are also the main basis for some
online business models for digital businesses.
Business or consumer models of e-commerce transactions

Finally, the government and public services organizations which deliver

online or e-government services.
 Business-to- consumer (B2C)

Commercial transactions between an organization and consumers.

 Business-to- business (B2B)

Commercial transactions between an organization and other

organizations ( inter- organizational marketing).
 Consumer-to- business (C2B)

Consumers approach the business with an offer.

For example, food companies may ask food bloggers to include
a new product in a recipe, and review it for readers of their blogs.
 E-government

The application of e-commerce technologies to government and public

services for citizens and businesses.
 E-government

E-government refers to the application of e-commerce technologies to

government and public services. In the same way that e-business can
be understood as transactions with customers (citizens), suppliers and
internal communications, e-government covers a similar range of
applications:
 E-government

1. Citizens – facilities for dissemination of information and use of online

services at local and national levels. For example, at a local level you
can find out when refuse is collected and at national level it is possible
to fill in tax returns.
 E-government

2. Suppliers – government departments have a vast network of

suppliers. The potential benefits (and pitfalls) of electronic supply chain
management and e-procurement are equally valid for government.
 E-government

3. Internal communications – this includes information collection and

dissemination and email and workflow systems for improving efficiency
within government departments.
 E-government

E-government is now viewed as important within government in many

countries. The European Union set up ‘i2010’ ( European Information
Society in 2010 ) whose aims included providing an integrated
approach to information society and audio- visual policies in the EU,
covering regulation, research, and deployment and promoting cultural
diversity. (eEurope, 2005)
 Digital business opportunities

Digital business has introduced new opportunities for small and large
organizations to compete in the global marketplace. As we observed at
the start of this chapter, many commentators have noted that one of
the biggest changes introduced by electronic communications is how
approaches to transmitting and transforming information can be used
for competitive advantage. A significant commentary on the disruptive,
transformational nature of electronic communications is provided.
 Digital business opportunities

The Internet also provides significant opportunities for many

businesses to build closer relationships with their existing customers
and suppliers online to help achieve customer retention. Encouraging
use of online, digital business services by customers and suppliers can
significantly reduce costs while providing a new, convenient channel for
purchase and customer service. Through providing high-quality online
services, organizations can build lasting relationships with their
stakeholders.
 Soft lock-in

Customers or suppliers continue to use online services because of the

switching costs.
 Soft lock-in

While it is sometimes said that ‘online, your customers are only a

mouse click away from your competitors’, this is a simplification, and
encouraging use of online services can help achieve ‘soft lock-in’.
 Soft lock-in

This means that a customer or supplier continues to use a service since

they find the service valuable, they have invested time in learning the
service or integrating it with their systems and there are some costs in
switching. Think of online services you use for different purposes. How
often do you switch between them? Of course, the ideal is that the
service meets the needs of its users so well and delivers value such that
they are satisfied and do not consider switching.
 Digital business opportunities
Evans and Wurster on the impact of disruptive Internet technologies

Evans and Wurster of Harvard argue in their classic 1997 paper

‘Strategy and the new economics of information’ that there are three
characteristics of information which, when combined with disruptive
Internet technologies, can have a major impact on a marketplace.
These characteristics of information are reach, richness and affiliation:
 Digital business opportunities
1. Reach
Conventionally, ‘reach’ refers to the potential number of customers a
business can interact with. The Internet enables reach to be increased
nationally and internationally at low cost through making content
available via search engines. ‘Reach’ also refers to the number of
different categories and products a consumer interface (e.g. store,
catalogue or website) can cover: witness the large range of products
available through digital businesses such as Amazon, eBay and
Kelkoo.com and existing companies such as easyJet.com and Tesco.com
which have used the web to extend their product range.
 Digital business opportunities
2. Richness
This is a characteristic of the information itself. The Internet enables
more detailed information about products, prices and availability to be
made available. It also enables more interactivity and customization to
engage customers and to provide more up-to-date information. But,
Evans and Wurster also note that richness is limited by bandwidth (the
volume of information that can be transmitted using a communications
link in a given time), the accuracy or reliability of information and its
security.
 Digital business opportunities
3. Affiliation
This refers to the effectiveness of links with partners. In an online
context, an organization which has the most and richest links with
other compatible organizations will be able to gain a larger reach and
influence. Consider how digital businesses such as eBay, Google and
Yahoo! have successfully formed partnerships or acquired other
companies to provide new diverse information services such as social
networking, mapping, voice communications and online photography,
to name just a few.
 Digital business opportunities

In markets such as car sales which have been transformed by the

Internet, understanding how to improve reach, richness and affiliation
is crucial. This is not because a large proportion of people buy cars
online, but rather the majority research online their preferred make,
model and supplier.
 Drivers of digital technology adoption

Business adoption of e-commerce and digital business is driven by

benefits to different parts of the organization. First and foremost,
businesses are concerned about how the benefits of digital business
will impact on profitability or generating value to an organization. The
two main ways in which this can be achieved are:
oPotential for increased revenue arising from increased reach to a
larger customer base and encouraging loyalty and repeat purchases
amongst existing customers.
 Drivers of digital technology adoption

oCost reduction achieved through delivering services electronically.

Reductions include staff costs, transport costs and costs of materials
such as paper.
 Drivers of digital technology adoption

Cost/efficiency drivers
1.Increasing speed with which supplies can be obtained
2. Increasing speed with which goods can be dispatched
3. Reduced sales and purchasing costs
4. Reduced operating costs
 Drivers of digital technology adoption

Competitiveness drivers
5. Customer demand
6. Improving the range and quality of services offered
7. Avoiding losing market share to businesses already using e-
commerce
Tangible and intangible benefits from e-commerce and digital business

Tangible benefits
oIncreased sales from new sales leads giving rise to increased revenue
from:
– new customers, new markets
– existing customers (cross-selling)
 Tangible benefits

oMarketing cost reductions from:

– reduced time in customer service
– online sales
– reduced printing and distribution costs of marketing communications
 Tangible benefits

oSupply chain cost reductions from:

– reduced levels of inventory
– shorter cycle time in ordering
 Tangible benefits

oAdministrative cost reductions from more efficient routine business

processes such as recruitment, and invoice payment
 Intangible benefits
• Corporate image communication
• Enhancement of brand
• More rapid, more responsive marketing communications, including
PR
• Faster product development lifecycle enabling faster response to
market needs
• Improved customer service
• Learning for the future
 Intangible benefits

• Meeting customer expectations to have a website

• Identifying new partners, supporting existing partners better
• Better management of marketing information and customer
information
• Feedback from customers on products
 Risks and barriers to digital business adoption

Opportunities have to be balanced against the risks of introducing

digital business services, which include strategic and practical risks.
One of the main strategic risks is making the wrong decision about
digital business investments.
In every business sector, some companies have taken advantage of
digital business and gained a competitive advantage.
Risks and barriers to digital business adoption

But others have invested in digital business without achieving the

hoped- for returns, either because the execution of the plan was
flawed, or simply because the approaches were inappropriate.
The impact of the Internet and technology varies by industry.
Risks and barriers to digital business adoption

There are also many practical risks to manage which, if ignored, can
lead to bad customer experiences and bad news stories which damage
the reputation of the company.
If the customer experience of a service is very bad, they will stop using
it, and switch to other online options. Examples of poor online
customer experience include:
Risks and barriers to digital business adoption

oWebsites that fail because of a spike in visitor traffic aft er a peak-

hour TV advertising campaign.
oHackers penetrating the security of the system and stealing credit
card details.
oA company emails customers without receiving their permission, so
annoying customers and potentially breaking privacy and data
protection laws.
Risks and barriers to digital business adoption

oProblems with fulfilment of goods ordered online, meaning customer

orders go missing or are delayed.
o Email customer service enquiries from the website don’t reach the
right person and are ignored.
 Online value proposition (OVP)

A statement of the benefits of online services reinforces the core

proposition and differentiates from an organization’s offline offering
and those of competitors.
 Online value proposition (OVP)

It is important that companies offering e-commerce services create a

clear online value proposition (OVP) to encourage customers to use
their specific online services.
 Online value proposition (OVP)

Typical benefits of online services are summarized by the ‘Six Cs’, a

simple mnemonic to show different types of customer value
1. Content 2. Customization 3. Community 4. Convenience 5. Choice
6. Cost reduction
 Online value proposition (OVP)

Content
In the mid-1990s it was often said that ‘content is king’. Well, relevant
rich content is still king. This means more detailed, in-depth
information to support the buying process for transactional or
relationship-building sites or branded experiences to encourage
product usage.
 Online value proposition (OVP)

Customization – In this case mass customization of content, whether

received as website pages such as ‘Amazon recommends’ or email
alerts, and commonly known as ‘personalization’.
 Online value proposition (OVP)

Community – The Internet liberates consumers to discuss anything they

wish through forums, chat-rooms and blog comments.
 Online value proposition (OVP)

Convenience
This is the ability to select, purchase and in some cases use products
from your desktop at any time. When you wish, you can buy product
online. Product will be delivered to your home.
 Online value proposition (OVP)

Choice
The web gives a wider choice of products and suppliers than via
conventional distribution channels. The success of online
intermediaries such as Kelkoo (www.kelkoo. com) and Reevoo
(www.reevoo.com) is evidence of this. Similarly, Tesco.com provides
Tesco with a platform to give consumers a wider choice of products
(financial, travel, white goods) with more detailed information than are
physically available in-store.
 Online value proposition (OVP)
Cost reduction
The Internet is widely perceived as a relatively low-cost place of
purchase. Often customers expect to get a good deal online as they
realize that online traders have a lower cost- base as they have lower
staff and distribution costs than a retailer that runs a network of high-
street stores. A simple price differential is a key approach to
encouraging usage of online services. In the late 1990s, low- cost airline
easyJet encouraged the limited change behavior required to move from
phone booking to online booking by offering a £2.50 discount on online
flight bookings.
 Barriers to consumer Internet adoption
An indication of some of the barriers to using the Internet, in particular
for consumer purchases, in different countries. It noted that consumer
barriers to adoption of the Internet included:
● No perceived benefit
● Lack of trust
● Security problems
● Lack of skills
● Cost
 Barriers to online business in Bangladesh
• Delay product delivery
• Low quality product
• Fraud
• Delivered product is not similar with the online product display
• Money transfer to the company but product is not delivered
• Date over product delivery
• Accept the order but do not delivery the product
 Barriers to online business in Bangladesh

• Risky for online payment

• Low packaging product
• Duplicate product
• Damage product delivery
• Do not keep promise as online declared
• Do not give reduction in price as announced in online