From The Warehouse To The Living Room: The Evolution Of E-Commerce

Author

Julia Atack

Organization

Union des consommateurs

Published

2023

Summary

In this report, Union des consommateurs (UC) presents an overview of e-commerce in Canada from a consumer protection point of view, to determine whether its evolution has accentuated the difficulties encountered by consumers, whether new problems have arisen as a result, and whether the legal framework remains adequate. To do this, they examined all the stages that consumers are likely to encounter during an online transaction. From the moment the consumer visits a company's transactional site to the moment the goods are delivered to their home, they analyzed the course of the transaction and identified the actors with whom the consumers deals, the problems the they encounters and the avenues of redress open to them.

The report suggests that e-commerce laws should hold intermediaries accountable and make business to consumer (B2C) marketplaces responsible for compliance. It also highlights the need for clear distinctions between sellers and private individuals on marketplaces. The issue of legal liability for other e-commerce platforms remains open, and UC calls for regulations against falsified user reviews, aiming to improve transparency and consumer awareness. Additionally, UC recommends a code of conduct for consistent chargeback handling or banning their use.

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OCA Funded Research
This research received funding support through the Office of Consumer Affairs' Contributions Program.

Contact information

Source: Consumer Policy Research Database