Rappi's response to complaints from users in Colombia and announcement of the SIC – Apps – Technology

For Rappi, "the operation is complex changes every day and the challenges are immense, but we will have all the resources to abide by the decisions and improve." This is the position of the Colombian enterprise days after the Superintendence of Industry and Commerce (SIC) announced a formal investigation and filed a statement of charges against it for consumer protection.

The unicorn's position – which is known for achieving valued at more than $ 1 billion in its early years – responds to the more than 750,000 complaints received between April and October 2018 and 1,150 complaints before the SIC. Juan Sebastián Rozo, leader of the Public Policy area for the Andean Region, assured EL TIEMPO that the company continues to evaluate the impact of the investigation and will invest the resources available to comply with the provisions.

Rozo said that thousands of complaints are very important and should be evaluated one by one, without neglecting the context that “the application and the business model has important challenges,” with more than 20,000 allied businesses and 50 verticals developed, ranging from vehicle insurance to rappers.

"If they take into account the complexity and magnitude of the operation, of millions of users requesting services on a daily basis, that context helps us to say that it is not that we are at a time when the negative is more than the positive," he said .

Within the SIC statement of objections, complaints include misleading advertising and breach of promotions. In this regard, Rozo said that they will “improve in giving clarity to users in the mechanisms of the app and that they are sure that we comply with what we offer. It is a great challenge because it depends a lot on the offers of the allies, it is a dynamic system ”and added that part of your job will be to find clearer ways to convey those offers that arise from alliances.

Other Complaints section refers to the debit of amounts other than those announced, double charges or purchases that were never made. In this regard Rozo illustrated the challenge with a real case reported last week: a user complained about his attention system about a double charge for an order. Rappi's investigation, in the hands of the financial institution, found that there was a double charge by the bank and that the reimbursement of the value would be effective in the terms and policies of that bank.

"There are specific times with the entities, but we will work to speed up them. We are doing everything on our part so that no inconvenience or fraud occurs using cutting-edge technologies and secure payment systems”, He stated categorically that credit card data is not stored by Rappi. He also mentioned that the charges may be due to multiple causes, from the theft of the phone and the impersonation to the purchase made by a relative who was not clarified.

The spokesperson noted, for example, that of the millions of orders placed in the last week, only 4 percent had a request or complaint report. “85% of these requests are answered in less than 24 hours, so they are good levels of response in a segment where others take 4 or 5 days. For us, immediacy is important. We are not perfect, this is a space we have to improve, but we will continue to strive. ”

In the support area, which includes 24/7 case tracking through channels such as application chat, email communications, and as appropriate, contact via telephone, Rappi has about 1,100 people to support, from Bogotá, the operation in 8 countries.

“Since the beginning of our operations, 4 years ago, we have always built ourselves listening to the clients and the actors that we connect. Services like rappifavores are proof of this, ”said the spokesperson.

But Rozo managed to mention that part of that "complexity" of Rappi is in his business model "disruptive, in development, that are out of the schemes and the traditional way of understanding things." He said that although the rules that apply to them will continue to comply, “you have to make decisions understanding the universe we cannot compare this platform with a retailer traditional where structures include staff attending and have been developing for a long time"And added" Not because we sell Soat digital, we are an insurer. "

In addition to giving the responses to the SIC announcements, Rozo revealed that Rappi will launch areas at congestion points in Bogotá in the coming weeks so that the domiciliary park in delimited areas, which they hope will expand to other Colombian cities this year and from there to other regions in the countries where they have a presence.

BEAUTIFUL PATIÑO
TECNÓSFERA WRITING@LinndaPC