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 and Ministry of Trade and Industry website :

  • (please refer to Annex A for details of the Framework and Annex B for an infographic of the Framework)?
  • ?