Page 72 - CRC_One Report 2021_EN

Business Overview and Performance Corporate Governance Financial Statements Enclosure

Key omnichannel platforms include the following features as of 31 December 2021:

1) Digital Channel

1.1) Webstores are websites that allow customers to browse, choose and purchase in both desktop and
mobile-friendly formats from a selection not limited to the merchandise available at a particular store location.
Furthermore, webstores provide various necessary features for E-Commerce such as customer reviews, refunds,
cross-selling, product description, fast checkout, participation in various store promotions, including credit cards
promotions. At present, Central Retail has webstores for Central Department Store, Robinson Department Store,
Supersports, Power Buy, Thai Watsadu, Baan & Beyond / BNB Home, OfficeMate, B2S, MEB, Tops, and websites
of overseas business units in Italy and Vietnam, including Rinascente Department Store and Nguyen Kim.
Several business units of Central Retail offer the online marketplace service available on their webstores,
which enable Central Retail’s suppliers and third-party sellers to offer more products other than those showcased
in the stores of Central Retail. Those products will not only help increase choices of products that have already
been recognized, but also help Central Retail presents new product groups which will help fulfill Central Retail’s
retail business.

• Click & Delivery is a feature that allows customers to make purchases online with express home
delivery within 3 hours. Payments can be made by online credit card, cash on delivery, or installments.
Moreover, Central Retail provides a free delivery for purchases through the omnichannel platform
exceeding certain thresholds and offers the express delivery service as its collaboration with Grab in
Thailand. This service is available at Central Department Store, Robinson Department Store, Supersports,
Thai Watsadu, Baan & Beyond / BNB Home, Power Buy, B2S, OfficeMate, Tops, Big C / GO! Vietnam
and Nguyen Kim.

• Reserve & Collect is a feature that allows customers to reserve their orders online and collect and pay
for the items in-store. Using this feature, the customers will be able to receive benefits from promotions
and other deals available while also enjoying the flexibility of inspecting or trying on their desired items
before making the final commitment to purchase them. For products available in stores, Central Retail
aims to provide 1-hour pick up service and the orders are held up for 24 hours upon notification that
an order is ready for collection. Currently, this feature is available at Power Buy and Tops.

72 Annual Report 2021 (Form 56-1 One-Report)