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CaseTrust Accreditation Scheme for E-Businesses

Info & application kit

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Consumers concerned about online shopping risks, such as payment security, price accuracy, and dispute resolution, can rely on the CaseTrust mark to find trustworthy e-businesses. Accredited e-businesses have implemented mechanisms to ensure the security of payment transactions and are committed to being honest and transparent in their communication of prices, delivery/shipping charges, and other additional fees.

Co-developed by CASE and Nanyang Polytechnic’s Singapore Institute of Retail Studies (NYP-SIRS), the new scheme act as a benchmark to differentiate players in a diverse market and encourage fair-trading practices.


CaseTrust introducing a new industry benchmark for e-Businesses

What can Consumers Expect

from a CaseTrust Accredited E-Business?

Efficient Online Ordering System

Accredited e-businesses streamline transactions, providing consumers with a highly efficient ordering system. They offer detailed confirmation slips for purchases, as well as receipts to acknowledge deposits, and reservation charges. In the event of exchanges or refunds, these businesses promptly adhere to pre-defined conditions, delivering on their commitments.

Price Transparency

Consumers can shop with confidence as accredited businesses provide clear information about payment methods, shipping costs, and any additional charges for services like alterations and subscriptions. Moreover, these businesses honour the prices displayed at the time of transaction, ensuring transparency throughout the shopping experience.

Information Security

Accredited e-businesses prioritize data privacy and security, complying with PDPA regulations. They will appoint a dedicated Information Security Officer to maintain rigorous security standards via regular audits. Secure payment methods and encryption protect financial data, while continuous monitoring ensures a safe online experience for consumers.

Clear Communication

Accredited businesses maintain proactive communication with consumers, addressing issues like stock changes and quality concerns by offering the option to amend or cancel orders. They also value open feedback and transparent communication, welcoming reviews and feedback. In the event of a complaint, they strive for resolution within 21 days and readily inform consumers about alternative solutions if necessary.

Identifiable Merchants

Accredited e-businesses prioritise visibility and accessibility to boost consumer trust. They also provide ample details on their online stores and take steps to ensure their distinct identity and ease of contact even for their listings on third-party e-Marketplaces.

Workshop to Guide E-Businesses to Attain the CaseTrust Mark

NYP-SIRS will be conducting a series of workshops to guide e-businesses through the accreditation process. They also provide one-on-one mentorship programmes to help e-businesses identify and address gaps in the policies and systems.

Frequently Asked Questions


Accreditation FAQ

  • How to apply for CaseTrust accreditation?
    You may apply for CaseTrust accreditation via our online form. Alternatively, you can download a set of the Information Kit here. The Application Form can be found in the information kit. Please fill in the Application Form and submit a cheque for application fee made payable to "Consumers Association of Singapore". The criteria checklist will be sent to you for preparation of documents upon receipt of the form and fee. Upon receipt of your supporting documents for assessment and full assessment fee, we will then send it to our assessor(s) for assessment (i.e. audit).
  • What is the scope of CaseTrust's accreditation scheme?
    CaseTrust’s Accreditation scheme includes the assessment of good business practices such as transparent business policies, feedback management, dispute resolution etc. The scheme consists of criteria which cover Policies, Communication, Personnel and Practices & Systems.
  • How much is the fee?
    You may refer to the information kit that you can download here for more details on the fees. The fees depend on the size of the business.
  • Who conducts the assessment?
    CASE maintains a pool of professional and independent assessors to conduct assessments under the CaseTrust scheme. This will ensure that assessments and audits are neutral and not prejudiced.
  • Does CaseTrust accredit B2B businesses?
    CaseTrust assessment criteria focuses on B2C businesses. If your business only has B2B transactions, it will not be eligible for CaseTrust accreditation.  However, if your business has both B2B and B2C transactions, then the accreditation is only awarded to the B2C area of your business.

Info & Application kit

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Info Kit - CaseTrust Accreditation Scheme for E-Businesses