As part of CASE’s efforts to promote price transparency, we have developed a set of best practices to guide businesses on how to display prices and communicate price changes to consumers. We encourage businesses to consider adopting these best practices so they can avoid unnecessary disputes and miscommunication with consumers.
For more advice on price transparency, check out the following infographic.
CASE launched the Standard Dispute Management Framework for E-marketplaces ("the Framework") on 26 November 2021 at CASE's Conference on Building Trust and Strengthening Consumer Protection in the Digital Age. Launched by Mr Gan Kim Yong, Minister for Trade and Industry and Mr Melvin Yong, President, CASE, the Framework will serve as a guide for E-marketplaces in Singapore to resolve consumer disputes fast and equitably, and give greater assurance to consumers when they shop on E-marketplaces.

As consumers become more digitally-savvy, online shopping is quickly becoming the preferred way to shop. While e-commerce offers much convenience, consumers should exercise caution when shopping online to avoid falling prey to unethical sellers.
Consumers should look out for the legitimacy and reputation of the online merchant, and be wary of false or misleading claims made by retailers. Consumers should also note that it can be challenging to seek recourse from an overseas merchant which does not have a presence in Singapore.
Below are some tips to bear in mind before clicking the "Checkout" button:
- Look out for pre-ticked boxes and de-select items which you do not wish to purchase
- Look out for hidden charges. Review your shopping cart and ensure the final amount payable is correct before transacting
- Consider purchasing from retailers with clear exchange and refund policies, as well as a secure payment gateway
- Look out for inconsistent or questionable claims about the retailer’s products or business location. Verify the authenticity of the claims by reading customer reviews or checking with third party/official sources.
For more advice on online shopping, check out this
infographic. To learn more about common tactics used by retailers to mislead consumers, refer to the attached
infographic.
Prepayment Protection
Prepayment refers to money paid in advance to a business before completion of the service or delivery of the goods. This is a common practice in industries such as the beauty, home renovation, travel and fitness club industries. Consumers risk losing their prepayments should the business suddenly close down without fulfilling their contractual obligations.
Follow these tips to safeguard your prepayments:
- Patronise merchants or platforms which offer prepayment protection
- Make progressive payment instead of a lump sum payment upfront
- Go for "pay-as-you-use" options instead of paying a lump sum upfront
- File a chargeback request with your credit card issuing bank for non-delivery of products or services
Refer to the attached
infographic for more tips on protecting your prepayments.
Chargeback Guide for Consumers – Credit Card Users’ Rights for Chargeback Claims
A
chargeback is an existing form of consumer protection which allows credit card users to dispute a charge and reverse the transaction should a purchase goes awry. Generally, consumers can ask for a chargeback within 120 days of the date of transaction if they encounter non-delivery of goods and services, delivery of defective/unfit goods and services, credit card transaction errors and/or unauthorised transactions.
Download CASE’s chargeback guide for consumers
here.
More details can be found on The Association of Banks in Singapore’s FAQs on credit card chargeback & dispute resolution
here.
CASE and STB Joint Consumer Advisory on Retail Shopping
Most Singapore retailers have fair business practices, but there are a small number of retailers that might make your shopping experience less than ideal. Here are some smart shopping tips to ensure that your retail experience is a pleasant one.
- For the English version, please click here.
- For the Mandarin version, please click here.
Beauty and Hair Salons
The beauty industry consistently ranks among the top three industries in terms of the number of complaints received by CASE. The majority of complaints relate to pressure sales tactics employed by beauty and hair salons. Learn how to avoid falling prey to aggressive salespersons.
- Beware of "special discount", "trial" or "one-time only" offers. Staff may take the opportunity to push packages and leave little time for consideration
- Say “no” and walk away if you encounter aggressive pressure sale tactics which makes you uncomfortable. Be polite but firm when stating your refusal. You can call the police if you are barred from leaving
- If you start to feel overwhelmed, uneasy or intimidated during the sales pitch, request to stop the treatment session and leave the premises. Refrain from making any financial commitments.

Protect your prepaid spa packages with Insurance
Afraid of losing your advanced payment to a Spa business during sudden business closures? Get yourself protected with AVA’s Spa, Beauty & Wellness Insurance which lets you shop with a peace of mind at participating CaseTrust Accredited outlets!
Pre-owned Cars
Buying a pre-owned car is a significant financial commitment for many consumers. Hence, it is important for consumers to understand the condition of the car before they agree to the purchase. As part of the checks they should do to understand the condition of the car, consumers are encouraged to send the car to professional evaluation centres for third-party evaluation.
The CASE’s Standard and Functional Evaluation (SAFE) Checklist aims to guide consumers through the purchase.
Download the
full version of the SAFE Checklist.
Download the SAFE checklist
brochure.
Home Renovation
Are you a first-time homeowner looking to renovate your flat or an existing homeowner considering some home improvement works? Shoddy workmanship, materials defects and project delays can quickly turn your dream home into a nightmare.
Safeguard your interests and minimise disputes with renovation contractors/interior designers with these tips.
- Negotiate for progressive payments instead of a lump sum payment
- Establish a clear timeline for work completion
- Put down all verbal agreements in writing
- Record any outstanding defects by taking photos
For more advice on engaging a renovation contractor, download this
infographic.