The Consumers Association of Singapore (Case) has unveiled e-CaseTrust, a new accreditation scheme specifically designed to regulate and elevate the standards of e-commerce businesses. Developed in collaboration with Nanyang Polytechnic’s Singapore Institute of Retail Studies (NYP-SIRS), this initiative responds to a significant rise in consumer complaints regarding online purchases—a 54% increase in the first half of 2023 compared to the same period in 2022.

This scheme is structured to require businesses to prominently display key information such as legal names, registration numbers, and addresses on their platforms. Accredited businesses will also need to comply with essential standards, including price transparency, ethical advertising, and ensuring secure payment transactions. Case emphasized that the CaseTrust mark will provide consumers with a clear indication of businesses committed to honesty and integrity in pricing, delivery, and additional charges.

Beyond transparency, the scheme helps these businesses differentiate themselves in an increasingly competitive e-commerce market. Participating businesses will also be encouraged to join workshops that facilitate their accreditation process. Fees for accreditation vary based on the size and sales turnover of the business, with initial applications costing S$324, and further assessments ranging from S$367.20 to S$2,700, depending on the business’s scale.

Case’s president, Melvin Yong, described e-CaseTrust as “the only consumer trust mark for e-businesses in Singapore,” and encouraged businesses to apply as a sign of their commitment to service excellence and consumer trust. Case will collaborate with platforms like Lazada Singapore to promote the visibility of accredited businesses, making it easier for consumers to identify trusted sellers.

This initiative is part of Case’s broader effort to strengthen consumer protection, as online shopping complaints in Singapore reached 1,703 cases in the first half of 2023, compared to 1,107 in the same period the previous year, highlighting the necessity for stricter industry standards.