Online purchases raise the same underlying consumer protections as any other transaction, with additional complications around identifying the seller and proving what was actually agreed.
What applies
Provincial consumer protection legislation applies to online transactions in the same way as physical ones. Where a transaction also involves elements of fraud or misrepresentation online, the Prevention of Electronic Crimes Act 2016 may separately be relevant.
The evidence problem is different online
- Screenshot the product listing and description at the time of purchase, since listings are frequently edited or removed afterward
- Retain order confirmations, payment records and any tracking information
- Keep all chat or email correspondence with the seller or platform
- Note the seller’s registered details where the platform provides them
Platform versus seller responsibility
Whether the e-commerce platform or the individual seller bears responsibility for a defective or undelivered product depends on the platform’s own terms and the nature of the marketplace arrangement, and is worth checking before assuming either party is liable.
What to do next
Preserve the listing, order and payment records before pursuing a complaint, since online evidence is the most likely to disappear.