A few months before 2021 ended, Kris Bernal faced one of her biggest challenges as online seller of SHE Cosmetics, a beauty brand she herself started.
In January 2020, she launched her Crystal Skin Cushion, a four-in-one compact that has a foundation, a cream highlighter, a cream contour, and cream-based lip and cheek tint.
In a vlog Kris uploaded on YouTube on January 12, 2020, she mentioned a lady named Lorna, a reseller in Europe who ordered a total of 20 cushion makeup from her.
However, all the cream-based makeup products arrived to the reseller damaged. This happened around October 2020.
Kris recalled in her vlog, "Unfortunately, sira-siya nung dumating. Ang sama-sama ng loob ko at, siyempre, ang sama-sama din ng loob ng reseller ko na si Lorna.
"Nag-video call kami, talagang nag-sorry ako, 'Pasensiya ka na, hindi ko alam kung ano yung nangyari.'
"Gabi na yun, it was almost 9 p.m. Sabi ko I have to call the courier first thing in the morning, iyan ang gagawin ko. Kakausapin ko sila, 'What really happened? Anong nangyari, bakit nasira?'"
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Kris said she could not figure out what had gone wrong because the products arrived intact when they were shipped from South Korea.
And she herself made sure they were packaged securely and tightly before shipping them to her reseller in Europe.
As could be expected in this kind of situation, Kris gave her client a full refund for all 20 damaged pieces amounting to PHP25,980 at PHP1,299 a piece, plus taxes and courier fees.
The Starstruck Season 4 alumna said, "Siyempre kailangan ko ibalik yung binayad sa akin ni Lorna. Binalik ko sa kanya full refund.
"Gagawin ko yun siyempre, hindi naman niya deserve na ang dumating sa kanyang products ay sira-sira."
KRIS bernal ADVICE TO ONLINE SELLERS
Kris continued to share the biggest lesson she learned from the experience.
She said, "When you pack your items, gawin niyo na kung ano yung pinaka-safe yung products ninyo.
"Alam ko sobrang ingat ko na mag-pack, sobrang O.C. ko mag-pack pero tinodo-todo ko pa.
"I suggest you wrap the item three to four times para walang sira, walang dent and para covered na covered siya."
Kris also suggested using sturdy boxes and filling them with packing peanuts or paper, "You'll need a rigid and sturdy box. Yung matibay, yung makapal.
"Kasi during transit, hindi natin alam kung anong puwedeng mangyari, di ba?"
Kris said she has also started using insulation foam or thermal wrap.
She explained, "Kahit gaano kainit or gaano kalamig, at least kapag covered yung items with insulation foam or thermal wrap, hindi maa-affect yung creams inside or whatever the nature of your products are."