The online marketplace is expected to become safer for consumers, thanks to the newly passed competition and consumer protection law. ALSO READ: How Rwanda’s e-commerce sector grew in 2023 Approved by the parliament last week, the legislation introduces protections applied to e-commerce, ensuring that shoppers using websites, mobile apps, and social networks have security and fairness as their counterparts who buy in physical stores. In this article, The New Times takes a look at what the law entails: 1. Clear rules for digital transactions Under the new law, online sellers, referred to as e-commerce sellers, must now disclose a wide range of information before a consumer proceeds with a transaction. This includes the seller’s official business name, registration number, physical location, telephone contacts, website address, email, and even the contact of a grievance officer responsible for resolving complaints. Sellers must also present clear and complete details about any product or service they are offering, including the full price with taxes and delivery fees, the terms and conditions of the sale, and the policies governing refunds and returns. ALSO READ: Rwanda second in Africa in online business courses enrolment – report They are required to indicate realistic shipping and delivery timelines, disclose any guarantees or expiration dates where relevant, and provide straightforward mechanisms for submitting complaints or resolving disputes. This transparency is designed to eliminate the guesswork that has often accompanied online purchases, especially those made through social media or informal vendors. 2. More control for consumers For online shoppers, the law introduces a series of new rights. Consumers can now review and correct their orders before confirming them, ensuring no accidental purchases or mis-clicks bind them to a transaction. ALSO READ: The hidden business leaders who will shape Rwanda’s future They are also granted the right to withdraw from a transaction before confirmation. If products arrive damaged, defective, or different from what was advertised, buyers can request a refund, repair, or replacement. Sellers are legally obligated to honour these requests within established timelines. To strengthen customer service, e-commerce platforms must acknowledge complaints within 72 hours and provide a formal response within 15 days. ALSO READ: How can more micro-enterprises adopt e-commerce platforms? 3. Fake reviews and misleading advertising are prohibited One of the law’s notable provisions targets the manipulation of consumer perceptions online. Sellers are now prohibited from posting false reviews, paid endorsements disguised as genuine feedback, or misleading ratings designed to influence purchasing decisions. ALSO READ: What is holding back the uptake of e-Commerce in Rwanda? 4. Responsibilities for online platforms The law also addresses the role of online intermediaries, platforms that host sellers or facilitate digital transactions. These platforms are shielded from liability for content posted by sellers only if they do not knowingly allow illegal activities. Once notified that a listing is harmful, fraudulent, or misleading, the platform must act quickly to remove it. Failure to do so may lead regulators to order the platform to block the seller, suspend listings, or cease related services. ALSO READ: The role of online streaming platforms in boosting Rwanda’s music industry According to the new law, intermediaries are not required to monitor all activity proactively, but they must respond responsibly when red flags appear. 5. A digital marketplace under closer supervision The new law gives regulators extensive powers to investigate online markets, they can track pricing behaviour, monitor deceptive advertising, inspect documentation, seize unsafe goods, and temporarily shut operations that pose immediate risks to consumers.
