Consumer Protection in E-Commerce Transactions

Many new regulations in consumer protection policy when transacting e-commerce.

Clearly define the responsibilities of the subjects

The Law on Consumer Protection with many new points aims to harmonize with international commitments and resolve new issues arising in the context of strong digital transformation. Specifically, the Law has added a chapter on the responsibilities of business organizations and individuals towards consumers in specific transactions, in which a separate Article is stipulated on the responsibilities of business organizations and individuals towards consumers in transactions in cyberspace. Accordingly, the Law and guiding documents have accurately identified the subjects responsible for protecting consumer rights in transactions in cyberspace. This provision aims to promptly resolve the problem of not clearly defining the responsibilities of the parties participating in transactions in cyberspace, limiting the situation of pushing and shirking responsibility when disputes arise with consumers, especially for transactions with many subjects participating in the transaction...

According to Mr. Ho Tung Bach - Deputy Head of the Consumer Protection Department, National Competition Commission, the Law on Consumer Protection 2023 has expanded its scope to include foreign enterprises providing products and services to consumers in Vietnam. In addition, the Law on Consumer Protection 2023 also has many new regulations related to the protection of consumer information, vulnerable consumers, provision of digital platform services, continuous services, responsibility for providing information, product recall. It stipulates 7 specific groups of subjects, including the elderly, women, and children, who are given priority for protection...

In fact, e-commerce is more convenient and efficient: no need for specific locations or hours, sending/receiving feedback, questions and complaints immediately, personalized shopping and consumption experiences, with accurate suggestions from the seller... Endless sources of information, allowing consumers to compare between different options and suppliers, reducing transaction costs.

However, in the context of digital transformation and cross-border e-commerce, transactions take place over the Internet, on the seller's website or on a third-party platform, consumers cannot check the quality of the goods, so they have to rely on collecting information from previous studies, or reviews from other buyers.

Analyzing the challenges that consumers face in e-commerce, Ms. Pham Que Anh - expert of the German International Cooperation Organization GIZ said that the challenges for consumers when e-commerce and cross-border trade become popular are the risk of difficulty in identifying both buyers and sellers, difficulty in determining relevant regulations or countries, agencies with jurisdiction; privacy and network security.

Handle complaints well, create customer trust

According to Mr. Nguyen Duc Trung - Deputy Director of the Department of Enterprise Development (Ministry of Planning and Investment), capturing and updating information for enterprises is extremely important, that is why the Ministry of Planning and Investment has built the Enterprise Information Portal into a digital ecosystem to support enterprises, focusing on the goal of helping enterprises access new global trends such as responsible business, digital transformation, application of 4.0 technology, ... as well as providing a platform to support enterprises to connect with each other. Moreover, connecting enterprises with a network of professional consultants is also promoted.

Mr. Pham Van Hung - representative of the Legal Department, Vietnam Federation of Commerce and Industry (VCCI) noted that to protect the interests of both businesses and consumers in the e-commerce space, businesses need to proactively develop documents, procedures and methods for receiving complaints suitable for consumers. Mr. Hung said that establishing an effective complaint handling process will help businesses not only comply with legal regulations but also build trust with customers.

Along with that, Mr. Hung also emphasized the importance of publicizing and providing information about products. According to the Law on Consumer Protection 2023, transparency of product information is not only a mandatory requirement but also a key factor in helping consumers make wise purchasing decisions. Detailed information about origin, ingredients, instructions for use and warranty policies will help consumers feel more secure when shopping online, while enhancing the reputation of businesses in the market. These measures not only protect consumer rights, but also bring long-term benefits to businesses. "These measures not only protect consumer rights but also bring long-term benefits to businesses, helping them build a healthy, transparent and sustainable business environment," Mr. Hung emphasized.

Ms. Pham Que Anh - expert of the German International Cooperation Organization GIZ said that the challenge for consumers when e-commerce and cross-border trade become popular is the risk of difficulty in identifying both buyers and sellers, difficulty in determining relevant regulations or countries, agencies with jurisdiction; privacy and network security.

According to daidoanket.vn

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