Various aspects of this system functioning were discussed by the participants of the thematic conference organized by Pria Events agency.
“The development of e-commerce follows the digitalization of the country,” said Valeriu Poia, Head of the Products and Digital Experience Directorate of the e-Government Agency. – Currently, 65% of public services have been digitized, and by 2030 it is planned to reach 100% in this area. This work has a parallel impact on the private sector as well.
In principle, already now the state structure is developing according to the laws of e-commerce, copying the e-commerce system, while it is much wider, the official specified.
“There is a portal for government services – it is a marketplace for government agencies. There is the MPay payment system, which includes all possible payment instruments. There is the MDelivery courier service, through which documents can be delivered by six other companies, including Poșta Moldovei, DHL, Nova Poșta, etc.,” the official said. All information tools are involved: Viber, Whatsap, Telegram”.
Through the MConnect system, a platform between citizens and the state, 3 million data exchanges were carried out.
Valeriu Poya asked not to forget portals such as MCabinet, EVO, MSign and others and promised that a design library for online design accessible to all will be launched soon.
Also the second version of EVO with a new European identity portfolio is coming soon.
The National Bank of Moldova continues to work on the integration of the banking sector into the digital space, including the development of online identification and authentication of citizens.
Sergiu Deranuta, Head of the State Inspectorate for Supervision of Non-Food Products and Consumer Protection (ISSPNPC), reminded that there is also the e-petiții portal, which accepts online complaints.
In general, ISSPNPC works in two main areas: consumer protection (post facto) and pre-market surveillance. It involves control at the border, at customs terminals for goods that do not comply with the law or may be dangerous.
Consumer protection stipulates that the goods must be delivered to the consumer exactly as ordered. In addition, market surveillance is designed to stop aggressive and incorrect marketing practices that mislead people.
In the current year, the inspectorate has received 169 petitions, which is a record. Sixty inspections were carried out on them, which resulted in fines. In addition, the call center received 632 calls related to e-commerce, which is also an exponential increase.
“This indicates the migration of consumers from traditional commerce to online,” the official concluded.
Eugene Rusu, CEO of AGEPI, said that with online commerce, the problem of trademark protection becomes very complicated. However, the agency is gradually gaining experience, the main thing is that brands should be officially registered in our country.
A lawyer from ACI Partners, Dominica Bejan, said that Moldova has already created extensive legislation regulating relations in e-commerce.
Online shopping is a convenient way to purchase goods and services, but it is important to know your rights and obligations in order to avoid problems. But it is recommended to remember the following:
- Seller information: Check if the website provides clear information about the company (name, address, contact information).
- Product description: Check if the product or service is described in detail (dimensions, features, total price).
- Final price: Check if additional fees are included (shipping, VAT, customs duties for international orders).
- Terms and Conditions: Check the return policy, warranty and shipping terms and conditions.
- Right of Refusal: you have 14 days to return the goods without giving a reason (except for some products such as personalized or perishable). Returned goods must not be in use.
- Reasonable delivery times: the item must be delivered within the specified timeframe; if no timeframe is specified, then no more than 30 days.
- Protection against fraudulent practices: sellers are prohibited from hiding additional costs from the consumer or providing false information.
These are the basic provisions. There are a lot more nuances that you can find out yourself or from professionals, the lawyer added.
Plus, the practice is evolving. For example, from December 20, 2025 sellers will have the right to send a tax document to the buyer’s e-mail or phone.
Banker Christian Onica said that banks are even developing special products to simplify online purchases.
Ludmila Lavric, a representative of a courier company, noted that 90% of online purchases are paid for after they are delivered. That is, the money first goes to the courier’s account, who then transfers it to the online store. Accordingly, there is a real need for financial products that allow all these procedures to be carried out quickly and without disruption, including the operation of mobile POS terminals.
She also noted that a lot of customers come to online shopping because of the growing traffic jams in Chisinau. If earlier it was easier for a person to go to a shopping center and choose a thing by feeling and trying it on, now people order them, pay for them and then look for an opportunity to return or exchange them. This process should be simplified as much as possible.
Oleg Roibu, General Counsel of the Romanian online retailer EMAG, stated that the nearest prospects of e-commerce development are connected with the maximum implementation of artificial intelligence: in response to 2.5 million search queries per day at EMAG, 95% of recommendations are already generated by AI.
And he added that, according to Romania’s experience, 1 job in online commerce creates 7 jobs in the real economy.
