The EAEU member states defined the common approaches to consumer protection in e-commerce

The recommendation of the Eurasian Economic Commission Board, which defines general approaches to protecting consumer rights in electronic commerce, has come into force.

The recommendation’s provisions are based on the results of a large-scale survey of the EAEU member states citizens, conducted by the Eurasian Economic Commission, and are focused on the most basic issues that buyers face when buying goods (works, services) on Internet sites.

The EEC recommends that operators of electronic trading platforms and sellers selling their goods, services, works through Internet platforms observe the rights of consumers established by the legislation of the Member State.

It also emphasizes the need for operators of electronic trading platforms to assist in communication and resolution of disputes that arise between buyers and sellers selling their goods, services and works. At the same time, sellers selling goods through electronic commerce must be held liable for violation of consumer rights in accordance with the laws of the country to which their activities are oriented.

If the buyer decides to refuse the goods, he will have the opportunity to refuse the goods (the result of the performance of work, services): at any time before its shipment, and after the shipment - within a period of at least 14 calendar days. In this case, the refund will be carried out within 7 calendar days.

At the same time, the consumer has two options for resolving disputes in e-commerce: apply directly to the competent authorities (in Kazakhstan, these are the territorial divisions of the Consumer Rights Protection Committee) and organizations to resolve disputes at the location of residence of the buyer, or through state information resources or seller’s online - dispute resolution information resources. Consumer claims must be considered by operators of electronic trading platforms, online stores, sellers within a period of not more than 10 calendar days from the date of their presentation.

These approaches are aimed at providing the buyer with an equivalent guarantee and protection of rights both when buying goods in a traditional way, and in an electronic way.