An Innovative Partner in Retailing
ESG
Comprehensive Service Platform and High Quality Products Purchase
PChome Ecosystem
The B2C e-commerce business – PChome 24h Shopping is an important cornerstone of PChome, and connects the group’s e-commerce, FinTech, and warehousing and logistics services, actively develops an open PChome ecosystem, and creates an Internet business closely connected with users’ daily life. Over 13 million members in Taiwan have benefited from having direct access, and can easily log into all ten of our affiliated service platforms to enjoy the full range of e-commerce services and products available. In addition, we also combine FinTech to provide safe and convenient all-access digital banking payment methods, and establish member loyalty rewards with PPoints, using the PChome ecosystem to offset purchases in daily life, creating a high-quality consumption experience, and creating a better future together.
E-commerce
Domestic E-commerce Company
Combines supplier development and management, product information management, cash flow, and customer services, a breakthrough in the conventional retail industry’s business model.
PChome 24h shopping provides over 5 million products for food, clothing, housing, transportation, education, and entertainment, in which over 2 million products in our warehouses can be delivered anywhere in Taiwan within 24 hours. PChome 24h shopping has the highest stock among all shopping websites in Taiwan, in hopes of meeting consumer demand from 3C home appliances to daily necessities, from physical products to services, from online to offline, and 360-degree daily shopping needs, actively extending one-stop shopping service scenarios. Adhering to the business philosophy of becoming a reliable partner of users in daily life, PChome 24h Shopping not only consolidates its leadership in the 3C home appliances market, but also actively strengthens the assortment of daily necessities. PChome optimized the shopping experience and interfaces through strategic alliances, and let consumers feel a perceivable change in PChome through innovative and differentiated services, such as the Linkou A7 Smart Logistics Park with AI technology and fully automated warehousing equipment at the highest density, the first among e-commerce companies in Taiwan.
Furthermore, Ruten, a C2C auction site, and PChome Store, a B2B2C online business startup platform, have been established under PChome Online Inc. to provide consumers with a variety of shopping choices.
Cross-border E-commerce
Overseas cross-border shopping has become an integral part of Taiwanese people’s daily life in recent years, and the demand and scale of cross-border shopping have continued to grow. PChome Online’s only subsidiary to provide cross-border bidding and purchase of Japanese products – Bibian has created many industry firsts since its official launch in October 2019, including the lowest shipping fee in the industry, no need to gather together products and is automatically shipped to Taiwan, no need to handle customs declaration, full compensation for damage or non-arrival of goods during transportation, and guaranteed transparency of all fees – “zero-risk and five major shopping guarantees.”
Bibian partnered with Peach Aviation in 2023 and became the only cross-border sales platform in Taiwan to be authorized on “PEACH SHOP ONLINE,” the online mall of Peach Aviation. In September, it announced a strategic alliance with “Rakuten Rakuma”, an online second-hand trading platform under Japan’s Rakuten Group, to jointly promote facilitate transactions of second-hand goods between Japan and Taiwan, and cooperated with Japan’s largest cultural and creative design and handicraft e-commerce market – minne byGMO Pepabo, becoming a cross-border sales platform officially authorized by Japan’s GMO Internet Group. Overall, this year’s new cooperation all successfully expanded new customer groups and driven continued growth in membership. To continue improving consumers cross-border online shopping experience, two new services were further launched in October: “deliveries loaded on an airplane within 48 hours” and “FamilyMart Pickup Service” actively optimize the lastmile delivery experience for cross-border shopping.
FinTech
PChome Online has been actively developing the FinTech business in recent years, and services currently include mobile payment solutions, such as Pi Wallet and card-free installment GoGoPay and BNPL; PChomePay, a thirdparty payment system; PChome InterPay, an electronic payment solution; online insurance e-Insure Inc.; and Cherri Tech’s TapPay that provides general services for payment solutions, such as payment gateway.
Under the framework of strategic alliances, the FinTech business provides more diverse digital financial services by integrating core advantages, such as cross-industry resources and services, bringing more capabilities into Taiwan’s FinTech ecosystem. The subsidiary Cherri Tech became a Tier 1 partner of Apple Tap to Pay in the Asia-Pacific region in the first half of 2023, expanding its services offline and assisting more small businesses with turning their mobile phones into a payment terminal. The subsidiary e-Insure Inc. partnered with FamilyMart to provide online insurance enrollment services in more than 4,200 stores across Taiwan.
The post-pandemic era accelerated the development of various subscription services. PChome Online is targeting the rise of subscription consumption. After FinTech subsidiary 21st FinTech combined the group’s resources to launch the industry’s first “iPhoneSubscriptionPlan” in 2022, which drew great attention from the market and consumers, it continued to expand subscription consumption application scenarios and partnered with ASUS to launch the “Laptop Subscription Plan” in 2023. In addition, it also partnered with Chunghwa Telecom to become the first telecom operator in Taiwan to provide the “iPhone for Life” subscription plan. All of these were industry firsts.
Upgrade 1, PChome 24h Shopping Installation Service Center
PChome 24h Shopping is currently the only e-commerce company in Taiwan that is an authorized distributor of Apple products, and the preferred platform of major mobile phone brands for launching new products. To further implement the brand alliance strategy, we partnered with the 3C repair brand – SHIFU in September 2023 and established “PChome 24h Shopping Installation Service Centers” in 14 physical stores around Taiwan, providing integrated 3C product value-added services. The centers provide laptop memory, hard disk, and system installation services, linking online purchase to offline installation. It is the first of its kind among large-scale comprehensive e commerce platforms in Taiwan, and creates a new scenario of 3C shopping OMO (Online Merge Offline), actively extending the one-stop shopping service scenario of PChome 24h Shopping. The centers are expected to provide mobile phone and tablet PC repair services in the future, which we believe will significantly improve the consumer experience.
Upgrade 2, PChome 24 Shopping Safety Insurance for Home Appliances
PChome and its subsidiary e-Insure Inc. launched the
“Home Appliance Safety Insurance” extended warranty service in October 2023, the first such service provided by a large-scale comprehensive e-commerce company. It will provide extended warranties for refrigerators, washing machines, and TVs for up to 3 years, allowing consumers to easily purchase online and then extend their warranty offline through the exclusive service. This new service is available to 250 designated models of five major brands: HITACHI, SAMSUNG, Whirlpool, Haier, and SONY. According to the original warranty conditions of each brand, the warranties for refrigerators and washing machines can be extended by 2 years, and warranties for TVs can be extended by up to 3 years. PChome 24h Shopping, as the leading sales channel for 3C home appliances among large-scale comprehensive e-commerce companies, is committed to providing more complete and unique service advantages. We believe it can significantly improve consumers’ experience. PChome is where you want to go to buy 3C home appliances.
Upgrade 3, Actively Optimize Users Shopping Experience from Browsing, Searching, Shopping, to Checkout
PChome 24h Shopping accelerates changes, such
as optimizing the mobile app’s user experience and
modifying the user interface, including improving the
search accuracy on the s i t e , adding product attribute filtering, allowing consumers to find products
faster and more accurately.
The shopping pages were also redesigned to make the display of product feature information and promotions more obvious. In addition, we also partnered with Chunghwa Telecom to launch the “Hami Point redemption plan,” which allows Chunghwa Telecom users to directly redeem the points when making purchases on PChome 24h Shopping. A user product review function was added before the end of the year, providing information for consumers to reference when shopping. Currently, the PChome 24h Shopping app has a rating of 4.8 stars on both Apple App Store and Google play, in which its rating on the App Store increased from 3.8 stars to 4.8 stars within one year, reflecting the “Perceivable Change” in user experience.
Upgrade 4, Fast and Stable Delivery Quality
In terms of logistics and distribution, the Company’s self-owned fleet, PChome Express, continued to expand the scope of distribution services in 2023, which currently covers a total of 68 administrative districts in 9 counties and cities in northern, central and southern Taiwan. At the same time, we partnered with Uber Direct for delivery in Taipei City and New Taipei City in the fourth quarter, and continue to optimize the logistics service experience. In order to provide consumers with more flexible and convenient delivery options, PChome 24h Shopping launched a new large packaging material pickup service with 7-ELEVEN before the Double 11 Festival, adding two new forces to the last mile of logistics.
Upgrade 5, Chunghwa Telecom ｜ iPhone for Life
In October 2023, FinTech subsidiary 21st FinTech
partnered with Chunghwa Telecom to provide the
first “iPhone for Life” plan. Together, we launched
the only new phone subscription plan in Taiwan’s telecommunications industry, which has profound meaning to the future of the industry, providing
Upgrade 6, ASUS Laptop Subscription Plan
In September 2023, FinTech subsidiary 21st FinTech partnered with ASUS to launch the exclusive “ASUS Laptop Subscription Plan,” which has five major features: “new phone every year,” “low monthly payment,” “no prepayment and no deposit,” “exclusive guarantee,” and “recycling commitment.” The subscription period is 12 months, and consumers only need to pay a small amount every month to enjoy card-free installment payment, exclusive device protection, and a commitment to replace the old laptop with a new laptop the following year.
Responsible and Sustainable Shopping
To ensure that consumers can purchase the highest quality products, we have consolidated products
from major global brands into our brand flagship store on PChome 24h Shopping, or provide consumers with the most reliable products directly supplied from the manufacturer. Following the rising environmental protection awareness of consumers, PChome supports many environmental protection initiatives, actively develops eco-friendly and energy-efficient products, and provides a wider range of eco-friendly options to our consumers. Furthermore, we co-organized a series of activities with partners to advocate for eco-friendly actions during Earth Day and Earth Hour, in order to expand the influence of sustainability products and create a force for the common good of humanity and the environment.
Brand Flagship Store
The increasing number of buying channels and the overabundance of online platform information have made it difficult for consumers to distinguish the authenticity of products sold online. PChome 24h shopping created an exclusive “brand flagship store” authorized by major brands, and sells products that have obtained many quality certifications, enjoy a warranty period, and come with complete after-sale services to eliminate any concerns that consumers may have about online shopping. PChome irregularly provides discounts and guarantees delivery within 24 hours anywhere in Taiwan, creating a convenient shopping environment where consumers do not have any worries.
Green Product Hall
In recent years, citizens have actively practiced green consumption and are willing to choose brands that are eco-friendly and carry out carbon reduction actions. PChome 24h Shopping also continues to optimize product selection strategies and service experience. The newly opened green product hall in 2023 provides a selection of sustainable products in response to issues through the green product procurement and sales cycle. It gathers more than 6,700 sustainable products with organic certification, natural, plastic-reduced, and energy-saving/water-saving labels. According to statistics, the current number of green products has increased by approximately 75% compared to when the section was established, hoping to work with consumers and suppliers to create economies of scale for green products and embrace a new life of green and sustainable consumption.
Buying Power Store
To expand promotion of social innovation and “SDG 12 Responsible Consumption and Production,”
PChome supports the concept of “Buying Power” of the Small and Medium Enterprise Administration,
Ministry of Economic Affairs, and jointly promotes and established the “Buying Power Store” section.
The number of products available in the section has grown to 10,315 items since it was established
in 2023. At the same time, we actively develop our own products, strictly control everything from raw
materials to production, and then put them directly on the shelves from the factory. We are committed to bringing high-quality products with reduced carbon footprints into consumers’ daily lives, and encourage people to change their living environment through actual purchases, influence the consumption system, and make positive changes.
Furthermore, “Buying Power store” shares platform marketing, cash flow, and logistics resources to aid
the digital transformation of SMEs, and selects high quality products that are friendly to the environment and society. The Buying Power store was certified as a “Social Impact Platform” by Taiwan Institute of Economic Research; the certification was organized by the Small and Medium Enterprise Administration, Ministry of Economic Affairs.
Sustainable Procurement
In light of the rising trend of sustainability, consumers make decisions that are friendly to the environment and society with their money, and vendors make a profit while protecting the Earth through sustainable production. As an e-commerce leader, PChome upholds the idea of standing together with suppliers and consumers in protecting the Earth by purchasing more eco-friendly products and purchasing less products that are harmful to the environment, have high carbon emissions, and have high energy consumption, so that shopping in daily life can also benefit the Earth.
Consumers can find a wide range of internationally-renowned green products at a discount on PChome 24h shopping websites, sustainability features of each brand include: a full range of eco-friendly appliances, only using recycled packaging, and designing products to be fully compliant with environmental regulations. Environmental considerations are incorporated into the research and design processes of these ecofriendly products, some of which have acquired the Leaping Bunny and Cradle-to-Cradle certifications. PChome strives to provide a wide variety of eco-friendly products to contribute to the future of the Earth.
Get to Know About Eco-friendly Labels
Leaping Bunny Certification(Cruelty-Free Certi cation)
The Leaping Bunny logo is issued by Cruelty Free International. It advocates for alternative solutions to animal testing and requires that no animal testing is used in a product’s development or manufacturing process. The certification review standards are strict, and the organization audits approved brands every once in a while on an annual basis. Therefore, the Leaping Bunny logo is currently the most credible cruelty-free logo
Cradle to Cradle Certification
The Cradle to Cradle Certification is a globally-recognized certification of products for the circular economy. There are five
criteria: Material Health, Material Reutilization, Renewable Energy Use and Carbon Management, Water Stewardship, and d Social Fairness Corporate Social Responsibility. The goal is to encourage manufacturers to incorporate eco-friendly and sustainability concepts into their products, beginning in the design stage.
Effortless Recycling, Turning Old Electronics into Gold―Recycling Old Smartphones
As we enjoy the convenience brought by electronics equipment in daily life, we tend to overlook the recycling problems with recycling a large amount of electronic waste resulting from products’ short life cycle. PChome sets out with its own platform resources and provides various means for consumers to evaluate the status of their old phones and recycle them. To encourage consumer engagement, we created reward schemes such as cash rebates, vouchers, and extra 10% PPoints, ensuring that smartphones approaching the end-of-life phase can be properly recycled and managed, thus fulfilling a circular economy model. PChome’s recycling process is in line with the iMT Online Trade-in Standards (iTS). In addition to mobile phones, PChome is gradually increasing the recycling of electronics products, including tablet PCs, notebooks, and wearable devices. We hope that every step we take will contribute to the Earth.
PChome iPhone Subscription Plan
The only e-commerce platform in Taiwan where you can buy and subscribe is PChome! As the only
e-commerce company in Taiwan that is an authorized distributor of Apple products, PChome 24h Shopping integrated the group’s card-free installment payment service – GoGoPay, and online insurance service – e-Insure Inc. in 2022, and launched the industry’s first iPhone subscription plan in Taiwan, attracting great attention and discussion in the industry, and achieving outstanding results in the first year it was offered. PChome iPhone subscription plan features: 0 interest rate and low monthly payment, no prepayment or deposit, exclusive insurance, flexible plan expiration, and replacement with new phone every year.
Supporting Earth Day Lights Off for 1 Hour
PChome supported Earth Day in 2023 and launched the “Green Life, Invest in Our Planet” campaign, creating five green areas: “Reduce carbon together and love the Earth,” “Environmental sustainability starts with you and me,” “We are all responsible for saving energy,” “Your persistence will make the world better,” and “Friendly protection of our homeland,” which provide green product discounts in food, clothing, accommodations, and transportation. These products help consumers to be eco-friendly
and reduce energy and carbon in their daily lives, protecting the Earth together.
PChome Online family strives for ESG sustainable development! For the fourth consecutive year, we supported the world’s largest voluntary public welfare carbon reduction event “Earth Hour,” and turned off the lights at the PChome office buildings for one hour from 20:30 to 21:30 on March 23, implementing the goal of environmental sustainability through actual action. PChome 24h Shopping also specially launched three product recommendation areas: “Earth Hour,” “Buying Power store,” and “Green Products.” The selected products include social innovation products carefully selected by “Buying Power store” and popular products designated by O’right, the leading brand of zero carbon cosmetics products, inviting consumers to join the ranks of green living.
Promoting E-books
PChome 24h shopping book store collaborated with the world’s second largest e-book platform Kobo in 2023, and is the only officially licensed e-commerce company in Taiwan. More than 4.8 million e-books will be added in 2023. In the future, Kobo’s international general classification will be introduced to make it more convenient for consumers to choose their favorite products. At the same time, suppliers are also encouraged to use e-tickets and e-books as the main event tie-ins. We hope to reduce the number of trees cut down and the amount of ink printed by promoting e-books, and contribute to a sustainable environment.
PChome GreenPoint System
Product Review Mechanisms and Quality Assurance Standards（GRI 416-1）
PChome has established a product review mechanism and quality specifications, and reviews the safety and compliance of every product. We require suppliers to strictly fill out required information according to internal regulations; products must be reviewed before launch to comply with laws and regulations. After products enter the warehouse, auditors regularly inspect products to ensure that the quality and external appearance of products meet specifications. We established a mechanism for removing products that do not comply with specifications. We strictly supervise every aspect from contacting suppliers to delivering products into the hands of consumers, providing consumers with a reliable and trustworthy consumption environment.
Multiple Measures to Ensure Good Product Quality
PChome ensures that every product delivered to our consumers is held to the highest standards. In addition to signing cooperation agreements with suppliers, which contain clauses on delivery and payment, acceptance requirements, and warranties against defects, we maintain product quality through product inspection procedures and product recall as a precautionary measure.
Product Review Items
PChome’s product review mechanism covers five aspects: essential vendor information, product management, liability for product delivery, legal liability, and product acceptance information transfer. PChome has reviewed regulations for different products and monitors regulations, which are included in the training of sales personnel, and strictly requires that they comply with regulations to maintain quality for consumers.
Tobacco, firecrackers, products with pornographic and violent content, recreational drugs, pharmaceutical drugs (excluding Class B OTC drugs), weapons, bullets, and other legally prohibited products
Warehouse Processes and Management
PChome has standardized the product warehousing procedure. Inbound products arriving at our warehouses are subject to various product inspection procedures to ensure that the products are in good condition when they enter storage. In terms of warehouse control, established three lines of defense for quality monitoring, including post-storage validity period management, quality spot checks, and audits, so as to ensure that the stored products have not expired or spoiled.
Validity Period Management
PChome has devised different permitted storage periods and withdrawal periods for products with different validities, as well as systematic monitoring and control of product condition. Our warehouse employees inspect the quality and expiration date of a product before shipping it to the consumer.
Product Testing
Upon signing a purchase contract, PChome requests that suppliers provide proof of product inspection. PChome cooperates with Intertek and the FDA to test for aerobic plate counts, E. coli, food additives, toxin levels, heavy metals, and pesticide residues, as well as inspections of food and cosmetics labeling, and prescription reviews of our self-owned products, in order to guarantee the quality and safety of products for consumers.
Inventory Audit
PChome has a warehouse audit task force whose members perform daily audits on products stored in specific places. The audit includes checking for damage or mold growth on products, signs of spoilage, and product expiration. Non-defective products are cleaned and arranged to ensure optimum condition. Defective products are filed, photographed, and verified prior to subsequent treatment.
▲ Acceptance and label printing through the system improve the audit team’s inspection efficiency
▲ Products are inspected twice and container product information is scanned to ensure that the contents are correct
Product Recall Mechanism
Product recalls include ordinary recalls and special recalls.
- Ordinary recall: A product that is no longer in production or is undergoing transfer of agent will be recalled.
- Special recall: When the company receives letters from customers, news media, or competent authorities and other legal entities, in order to ensure that consumers’ shopping rights are not damaged, PChome will first ask sales personnel to actively contact the supplier for confirmation and make corrections and provide relevant documentation within the time limit. If the vendor cannot provide a reasonable explanation or relevant documentation and causes the product to not meet requirements, PChome will immediately remove and cease sales of products with concerns as a precautionary measure. If the vendor subsequently claims that it has adjusted the matters in violation and obtained relevant certification documents, the products are put back on the shelves after review by relevant units.
Recall Process
PChome improves the consumption experience of consumers through product review mechanisms and quality assurance standards. By returning high risk products, we not only prevent potential customer complaints and the cost of subsequent lawsuits, but also effectively reduce warehousing cost. When a customer complaint occurs, warehousing personnel of PChome will conduct sampling inspections of products in storage. If it is not an isolated case, we return the entire batch and stop selling the product to protect consumer rights and interests.
PChome periodically conducts sampling inspections of products that have been in storage for a long period of time (products that are at risk of deterioration, yellowing, and becoming brittle when stored for a long time). Such products may put customers at risk during use and affect their confidence in PChome. To provide consumers with higher quality products, we raised the standards for returning products that have been in storage for a long period of time, and the total amount of products that were returned to suppliers for inspection in 2023 significantly increased, showing that we attach importance to consumers and their consumption experience.
Products Returned due to Being in Storage for a Long Period of Time
