When Yvette Kayitesi spotted a fashionable handbag on an Instagram page named Beta Rwanda, she promptly placed her order and made the payment. However, after sending the funds, the seller vanished without a trace.
She recounted that she attempted to reach out through Instagram, but received no response. The contact number provided only functioned with WhatsApp. It took her several weeks before she understood she had fallen victim to fraud—by then, it was too late to seek assistance from MTN for recovering the lost funds.
Marie France Katabarwa encountered a comparable situation. She purchased hair oil from a site that purportedly represented a Tanzanian business. Following her payment, she did not receive the item nor was she refunded.
Here are some instances of numerous Rwandans who have had their funds vanish while making purchases over the internet.
In this article,
The New Times
I consulted with e-commerce specialists and platform proprietors to grasp what consumers should be wary of when shopping online, as well as strategies to prevent being defrauded.
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Within Rwanda’s rapidly expanding online shopping sector
Yvette Uwimpaye, the Founder and CEO of Murukali—a Rwandan e-commerce site—stated that individuals inclined towards online shopping should initially comprehend the platform’s operational framework prior to completing any transactions.
She highlighted the importance of checking for website security, looking for standard security protocols, and being wary of sites that seem hastily built or unverified.
“You should start by examining the business model of the platform where you plan to purchase your item. Certain websites verify product quality prior to delivery, whereas others do not, which can significantly impact your experience,” she explained.
For example, at Murukali, items undergo a quality check before reaching customers. However, this isn’t universal across all platforms. Many delivery applications act merely as intermediaries, transporting sealed parcels without inspecting their contents.
Uwimpaye cautioned against unthinkingly relying on platforms that do not clearly explain their processes. He encouraged buyers to investigate the website’s credibility, its duration of existence, its user base, and the nature of customer feedback it receives.
She clearly distinguishes between organized e-commerce activities and informal sales conducted via social media. Uwimpuye points out that numerous vendors on Instagram or WhatsApp often neglect fundamental consumer protection protocols. She also mentions that these social media platforms lack adequate regulation for reliable purchasing experiences.
“E-commerce is a precarious venture. Should an issue arise with payments, customers tend to point fingers at Murukali. However, on Instagram, sellers have the option to deactivate their accounts, vanish entirely, or start anew without facing consequences since they retain those rights,” she explained.
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Be cautious
As per e-commerce specialist Christopher Nkurunziza, purchasers ought to begin by verifying fundamental details: whether the site offers genuine contact information. Next, they should seek out a transparently outlined policy regarding shipping, returns, and deliveries.
He emphasized the importance of having a ‘Contact Us’ page featuring a telephone number or an email address, indicating that your inquiry is reaching its destination. In Rwanda, he noted, people still value the personal interaction even when buying products online. He added that customers require a point of contact they can reach out to if they encounter difficulties during their purchase journey. Additionally, knowing the expected duration for deliveries and understanding the procedures for returns or exchanges would greatly enhance customer satisfaction.
According to him, a proper e-commerce platform should clearly show that your card information is protected, often through verified third-party payment integrations.
He also mentioned that another crucial aspect is online visibility and reputation. If a business is genuine, you ought to be capable of locating it swiftly via a simple Google search, accompanied by customer feedback or references that validate its existence.
“For instance, when you look up ‘Vuba Vuba,’ it consistently appears on Google. This level of online visibility indicates that the business is legitimate,” he noted.
Nkurunziza suggested consumers purchase items from specialized platforms, emphasizing that when buying electronics, choose a retailer that specializes in electronics. This advice applies similarly to fashion or grocery shopping.
“If you’re purchasing electronic items—choose a platform that comprehends the models and specifications. For example, Hotpoint operates both a brick-and-mortar location and an e-commerce site. This ensures a higher likelihood of your order being fulfilled and delivered,” he pointed out.
He advised being cautious when purchasing items from social media vendors, especially those found on platforms like Facebook Marketplace, Instagram, or WhatsApp. He said, “Should you decide to go ahead with such purchases, make sure to pay in cash upon receiving the item. Always wait until you have received what was promised before paying. Otherwise, it might not be advisable.”
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Albert Munyabugingo, CEO and Co-founder of Vuba Vuba Africa, pointed out that one of the major hazards in online purchasing occurs at the time of payment, particularly when you’re unsure about who has access to your card details.
He clarified that individuals running e-commerce platforms are different from those handling payments. It’s crucial to verify which webpage you’re entering your card information into and identify the payment processor.
Authorized payment service providers, such as KP or ICSR in Rwanda, function as intermediaries. You can confirm their validity through an online search, and Munyabugingo advised consumers to check whether these companies are sanctioned by the Central Bank using a quick Google search.
He clarifies that if the payment aggregator is authenticated, they are the ones authorizing the transaction rather than the e-commerce website.
He cautions customers to be cautious if a platform requests complete card information — such as the entire number and the security code — or if they call asking for an OTP (one-time password). However, he notes that not every bank provides OTP protection, so without additional verification steps from the website, someone might exploit your card details.
Certain credit card providers do not offer OTPs. This means someone could potentially use your card, and the transaction would still be approved.
In conclusion, he recommends that buyers adhere to well-known platforms that maintain clear responsibility.
Provided by SyndiGate Media Inc.
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