Initiatives to Improve Avenues for Consumers to Resolve Disputes with E-commerce Platforms

Mr Shawn Huang Wei Zhong asked the Minister for Trade and Industry (a) what avenues are available for consumers to resolve disputes with e-commerce sellers or the e-commerce platforms; (b) how effective have these avenues been in resolving disputes; and (c) whether there are any initiatives to streamline or improve the dispute resolution process for e-commerce transactions to make it more accessible and efficient for consumers.

Major e-commerce marketplaces, such as Lazada and Shopee, have adopted the Consumers Association of Singapore's (CASE) Standard Dispute Management Framework, which contains best practices, such as timely dispute resolution processes and verification of merchants. Since the inception of CASE's Standard Dispute Management Framework in 2021, the resolution rate for CASE-assisted e-commerce disputes has increased steadily in the last three years to 88% in 2023.

Individual e-businesses that are CaseTrust-accredited have also committed to adopting fair and transparent business practices, including measures that facilitate the process of dispute resolution.

E-commerce consumers who are unable to resolve disputes with the seller directly can seek assistance from CASE. CASE can advise consumers on the best approach to resolve the dispute, including further negotiation with the supplier facilitated by CASE, seeking civil recourse by filing a claim with the Small Claims Tribunal, raising a chargeback request with the bank if a credit card was used for the transaction or other alternative forms of dispute resolution.