2,277 complaints about e-commerce sellers filed with Case from January to May 2024

SINGAPORE – The Consumers Association of Singapore (Case) received 2,277 complaints from consumers regarding online shopping between January and May 2024.

In a statement on July 5, the consumer protection body said it had received 3,711 such complaints in 2023, an increase of 47% compared with the 2,530 complaints received the previous year.

The most common complaints concerned problems with receiving purchased goods and delays in refunds.

In 2023, in response to the growing number of consumer complaints about online shopping, Case launched the CaseTrust e-business accreditation program, also known as the e-CaseTrust program.

Consumers can now recognise the first group of companies accredited under the scheme by looking out for the CaseTrust mark, the regulator said.

It added that CaseTrust accredited companies must meet “rigorous Case criteria through a comprehensive assessment process.”

“This includes providing transparent pricing, honouring displayed prices, sharing clear business information, implementing efficient online ordering systems and maintaining robust security measures,” the release said.

Accredited companies include PowerPac, Hepapapa, Zalora, Orion Future Holdings, PC Sifu, Remode Hub and Vipshop Singapore. They cover a wide range of sectors including fashion, electronics and home appliances, as well as automotive services.

Ms Suzy Pronstroller, Director of Legal and Government Affairs at online fashion retailer Zalora, said: “In the face of increasing online fraud, CaseTrust accreditation is a valuable differentiator for legitimate and responsible retailers like Zalora.”

Ten other companies have already submitted applications for accreditation and their applications are currently being reviewed, Case said.

The watchdog said the process of accrediting the first batch of e-CaseTrust applicants took about seven months. It added that it aims to shorten that time by improving the process and increasing support for applicants, without elaborating.

Case CEO Melvin Yong said, “Consumers who shop at CaseTrust-accredited e-businesses can expect transparent pricing, secure payments and solid, consumer-friendly practices.”

He added that Case hopes more businesses will sign up for the program and “provide customers with a safer online shopping experience.”

Businesses with e-business interests interested in applying for e-CaseTrust accreditation can email [email protected] for more information.

They can also sign up for workshops hosted by the Singapore Institute of Retail Studies at Nanyang Polytechnic, which offer training tailored to CaseTrust accreditation. Eligible participants can expect financial support of up to 90 percent.