A total of 58,720 complaints have been filed with the Directorate of National Consumer Rights Protection (DNCRP) against various e-commerce platforms, including Evaly, E-orange, Qcoom, Dhamaka Shopping, and Alesha Mart.
The total amount claimed by customers in these allegations stands at approximately Tk 3,869 crore. Out of the nearly Tk 531 crore trapped across various payment gateways, Tk 472 crore has already been refunded to consumers.
Commerce Minister Khandaker Abdul Muktadir disclosed these figures in Parliament Sunday, while responding to a notice of calling attention to matters of urgent public importance.
The minister stated that online commerce expanded rapidly in Bangladesh, particularly during and after the coronavirus pandemic.
To bring the operations of e-commerce entities under a legal framework, the National Digital Commerce Policy, Digital Commerce Operational Guidelines, and Digital Business Identity Registration Guidelines were formulated.
The Minister informed that the Digital Business Identity (DBID) registration guidelines were issued in 2022.
The task of issuing DBIDs was assigned to the Registrar of Joint Stock Companies and Firms (RJSC).
To date, 1,902 entities have been awarded a DBID, he noted.
He re-iterated that 58,720 complaints were lodged regarding incidents involving various e-commerce companies, such as Evaly, E-orange, Qcoom, Dhamaka Shopping, and Alesha Mart, with the total claimed amount reaching nearly Tk3,869 crore.
He further mentioned that after the financial scandals involving these firms surfaced, approximately Tk531 crore was held in various payment systems.
Of this, Tk472 crore has been returned to consumers through the mediation of the Ministry of Commerce, involving the DNCRP, Bangladesh Bank, the respective platforms, and payment gateways. Efforts to refund the remaining balance are ongoing.
The minister added that refunds are being processed after verifying the authenticity of the complaints in the presence of representatives from the complainants, the accused platforms, and the concerned payment gateways.
It was also conveyed to Parliament that Bangladesh Bank's Payment Systems Department issued the "Merchant Acquiring and Escrow Service Policy" to secure e-commerce transactions.
Under the escrow mechanism, payments made by buyers do not go directly to sellers; instead, funds are released only after confirmation of the receipt of goods or services.
Additionally, the government plans to establish a separate regulatory authority for the e-commerce sector, the Minister stated.
The Minister remarked that to restore order in the e-commerce domain, protect general consumers, and bring companies under registration to curb fraud, the government plans to establish a Digital Commerce Regulatory Authority.
However, since forming this authority will take time, amending the National Consumer Rights Protection Act to grant more power to the directorate is currently under consideration.