CASE launches framework for faster dispute resolution to give greater assurance to consumers shopping on e-marketplaces

20 December 2021

On 26 November 2021, the Consumers Association of Singapore (“CASE”) announced the launch of a Standard Dispute Management Framework for E-marketplaces (“Framework”) which will serve as a guide for e-marketplaces in Singapore to resolve consumer disputes quickly and equitably.

The Framework provides the following best practices for adoption by e-marketplaces:

  • Verify the identity of merchants and establish mechanisms for consumers to assess merchant’s reliability (e.g. customer ratings). 
  • Ensure that information on dispute resolution is clear, easy-to understand and easily accessible. Communication tools for dispute management are to be accessible and operational at all times. 
  • Ensure that complaints are processed within seven days, conclude complaints within a reasonable timeframe, and ensure merchants provide consumers with regular status updates for complaints. 
  • Ensure merchants comply with their exchange and return policies and establish mechanisms to protect consumers’ payments. 
  • Document details of dispute correspondences and provide affordable dispute resolution avenues. 

Reference materials

The following materials are available on the CASE website www.case.org.sg and Ministry of Trade and Industry website www.mti.gov.sg: