Written by Fatin Ismail
In the digital era, the appeal of e-commerce is undeniable, browse at home, checkout in seconds, enjoy doorstep delivery. Yet this convenience masks a growing underside of risk for consumers. With smartphones, high-speed connectivity and platforms offering deep discounts, many of us have embraced online shopping as the go-to. The advantages include speed, access to global and local products, continuous promotions and variety.
Online shopping often brings many benefits, that is until issues arise.
Where things go wrong
When the promised convenience fails, it can lead to disappointment or worse. Common issues include:
Merchants or platforms giving unclear or incomplete information on product, price, shipping, returns.
Retailers using unfair contract terms, disclaimers or shifting costs (e.g., return shipping) that disadvantage consumers.
Delivery delays, wrong or damaged items, or non-delivery altogether.
Difficulty in seeking redress: disputing an order, securing a refund or forcing replacement may be cumbersome.
Vulnerable consumers (elderly, low-digital-literacy) being left behind or exploited.
Legal framework in Malaysia
Fortunately, Malaysia has several laws and regulations aimed at protecting the consumer in the online shopping environment.
The Consumer Protection Act 1999 (CPA 1999) is the principal legislation on consumer protection, including unfair terms, misleading conduct and product safety.
The Electronic Commerce Act 2006 and related regulations recognise electronic contracts and the digital context of commerce.
The Consumer Protection (Electronic Trade Transactions) Regulations 2024 (CPETTR 2024) came into effect to enhance transparency, requiring sellers to disclose detailed information and to assume greater responsibility in online transactions.
Why problems persist
Even though the laws are there, practical challenges remain:
Consumers may not be aware of their rights (or may feel the cost of asserting them is too high).
Sellers or platforms may operate across borders, complicating enforcement.
Terms and conditions may be buried or framed in fine print, meaning consumers are unaware of their rights.
Logistics, shipping and cross-border issues (customs, duties, delays) add friction and risk.
What consumers can do
What consumers can do when issues arise:
Read the product description and terms: Look beyond the “discount” price, verify shipping fees, return policy, warranty or guarantee. This is one method to prevent issues from arising in the first place.
Keep evidence: Screenshots of listings, receipts, communications. If things go wrong this evidence can be used to your advantage to prove your case.
Know your rights: Under Malaysian law, you have rights to safe, fit-for-purpose goods, accurate descriptions, and fair treatment.
Use reputable platforms: Established platforms may have dedicated dispute-resolution or buyer-protection schemes.
Act quickly if something goes wrong: File complaints through the relevant channels (for example the Ministry of Domestic Trade and Cost of Living’s Tribunal for Consumer Claims).
The way forward
In a digital-first world, online shopping will only grow. The key is to ensure that the promise of convenience is backed up by fairness, transparency and enforceability. Regulators, platforms, businesses and consumers all have a role to play. Businesses in particular must recognise that convenience is not enough; trust and transparency are essential.
When online shopping fails, the cost is trust. Make sure convenience does not blind you to rights, safeguards and redress mechanisms.
Published on 29 October 2025