CASE, Shopee collaborate to protect consumer rights

The collaboration launched a programme that ensures a safe and reliable user experience online.

The Consumer Association of Singapore (CASE) and Shopee Singapore signed a Memorandum of Understanding reaffirming their dedication to protecting consumer rights by adopting the former's Standard Dispute Management Framework for E-marketplaces.

The collaboration allowed both parties to focus on the verification and reliability of merchants, information to consumers, timeframe, resolution, refunds and exchanges, and facilitating resolution.

Shopee would work closely with merchants to maintain high-quality listings, adhere to its prohibited listings policy, and include comprehensive and practical descriptions such as regulated labels and trust marks. They would further expand seller verification efforts on the platform.

Shopee would commit to resolving several Returns and Refunds requests in two and a half working days.

The collaboration also launched the Shop Safe with Shopee programme, a consumer protection initiative that promotes a safe, reliable, and worry-free user experience online through educational campaigns and activations.

Ian Ho, Shopee Vice President, said their commitment to cultivating a safe and reliable e-marketplace environment where shoppers and sellers can transact with peace of mind built their partnership with CASE.

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