The Department of Trade and Industry (DTI) is stepping up scrutiny of last-mile delivery practices as complaints mount over parcels being prematurely tagged as “delivered” or “returned to sender,” leaving online shoppers empty-handed and out of pocket.
In a statement, the DTI said its E-Commerce Bureau (ECB) met with courier firm Flash Express on Jan. 7, 2026 following reports that online purchases were marked as completed despite never reaching consumers. Other cases involved riders allegedly declaring multiple failed delivery attempts without actually contacting recipients, triggering automatic returns to sellers.
“These practices undermine consumer trust and can result in lost goods or delayed refunds, especially in cashless transactions where delivery confirmation is essential,” the DTI said.
Under the Internet Transactions Act of 2023 (Republic Act No. 11967), the DTI is mandated to protect consumers in digital commerce and to curb unfair or deceptive practices across the e-commerce ecosystem, including logistics and delivery services.
The law gives the agency authority to engage platforms and couriers, require corrective measures, and impose penalties when warranted.
The DTI said it is now engaging delivery service providers more closely to push for stricter accountability, clearer proof-of-delivery standards, and more accurate reporting systems as online shopping continues to expand nationwide.
Consumers were urged to actively monitor their orders, retain transaction records, and promptly report irregularities to the ECB.
The move highlights a growing pressure point in the Philippine e-commerce boom: last-mile reliability. While platforms have scaled rapidly, delivery oversight has lagged, creating friction that threatens consumer confidence. By focusing on delivery tagging and proof standards, the DTI is signaling that logistics firms are no longer just service partners but regulated actors in digital trade. How rigorously these rules are enforced will shape whether online shopping growth remains sustainable—or stalls under trust issues.
