Singapore launches national standard for online transactions

TR 76 lays out the guidelines for transparent pricing and other e-commerce processes.

Enterprise Singapore (ESG) and Singapore Standards Council (SSC) have launched Technical Reference 76 (TC 76), the first national standard guidelines for e-commerce transactions, an announcement revealed.

TR 76’s guidelines are intended to serve as a reference for e-retailers and online intermediaries such as e-marketplaces, the joint statement read.

The guidelines were developed by the working group on  e-commerce appointed by ESG and SSC, with the support of representatives from the Consumers Association of Singapore (CASE), Singapore Retailers Association (SRA), e-marketplaces including Carousell and Shopee, e-retailer FortyTwo, Nanyang Polytechnic’s Singapore Institute of Retail Studies, and payment and logistics service providers.

Businesses can refer to the guidelines as a checklist to develop e-commerce processes and policies, and to convey comprehensive information to consumers, according to the joint statement.

For example, taxes, import and export fees, return charges, and additional surcharges based on selected modes of payment should be reflected before purchases are made.

“We hope more businesses will take on the guidance in TR 76, especially with more consumers turning to e-commerce during the current COVID-19 situation. This will enable consumers to have access to transparent product and pricing information so that they can make informed purchasing decisions,” said Loy York Jiun,  executive director, CASE.

TR 76 also lays out best practices for customer service, particularly in responding to queries, feedback, and complaints.

TR 76 can be purchased from the Singapore Standards eShop. It can also be viewed online for free via Enterprise Singapore’s website for a limited time.

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