Strengthening consumer protection in e-commerce has become an essential requirement due to speeding digital transformation, a number of legal experts and entrepreneurs have stressed, noting that trust in online markets depends on effective legislation, robust regulatory control, transparent business practices, and greater consumer awareness.
The call comes as the Ministry of Commerce and Industry (MoCI) continues to strengthen its consumer protection framework through enhanced digital and regulatory services.
During the first half of 2026, the ministry safeguarded more than QR7.9mn in consumers’ financial rights, handled 13,408 complaints with a 99.7% completion rate, settled 4,395 disputes amicably, and carried out 4,287 inspection campaigns that resulted in 163 violations and legal action against offenders.
Accordingly, lawyer Abdullah al-Hajri stressed that electronic contracts carry the same legal force as traditional contracts when the essential legal elements are fulfilled.
He noted that consumers in digital marketplaces require stronger protection because they cannot physically inspect products before purchase.
"The online trader is responsible for providing accurate and transparent information about goods and services and must avoid misleading practices that could influence consumers’ purchasing decisions,” al-Hajri said.
He added that consumers are entitled to know the final price, product specifications, delivery timelines, warranty terms, payment methods, and return and exchange policies before completing a purchase.
Al-Hajri also stressed that effective legal penalties for fraud, misleading advertising, and contractual violations help regulate the market and reinforce confidence in digital commerce.
Lawyer Dr Jathnan al-Hajri noted the need for legal frameworks to evolve alongside technological developments.
"Transparency and the provision of accurate information are among the most important guarantees for protecting consumer rights,” he said, stressing that businesses must also prioritise cybersecurity and safeguard consumers’ personal data.
He added that electronic invoices, payment records, digital correspondence, and online advertisements have become critical evidence in resolving disputes.
Businessman Habib Mohamed al-Hajri stressed that while e-commerce offers convenience and wider consumer choice, shoppers must exercise caution.
He encouraged consumers to verify the credibility of online stores, review customer ratings, retain electronic invoices and order records, and avoid offers that appear unrealistically attractive.
"Digital awareness has become just as important as legislation,” he said, urging consumers to report violations and preserve purchase documentation to protect both themselves and other shoppers.
Lawyer Osama Abdel Ghani said that the rapid expansion of digital commerce has created new legal challenges, particularly regarding data privacy and cybersecurity.
He noted that consumers routinely share personal and financial information during online transactions, placing greater responsibility on digital platforms to implement effective technical and legal safeguards.
"Personal data protection has become an integral consumer right in the digital environment,” he said, adding that e-mails, payment records, invoices, chat conversations, and promotional advertisements now serve as valuable electronic evidence when resolving disputes.
Consumer advocate Ahmed al-Yafei emphasised that confidence in e-commerce depends on accurate product information, responsive customer service, and effective complaint resolution.
He said consumers increasingly rely on customer reviews and store reputations before making purchasing decisions.
"Fast responses to complaints and clear solutions strengthen consumer confidence and encourage wider adoption of e-commerce,” he noted, while highlighting the importance of secure digital payment systems and accessible complaint channels.
Businessman Shaheen al-Muhannadi said that sustainable growth in e-commerce depends primarily on consumer trust rather than technological sophistication alone.
"Companies that invest in improving the customer experience will be better positioned to compete,” he said, noting the importance of transparency in product descriptions, pricing, payment, delivery, and after-sales services.
Similarly, entrepreneur Imran al-Kuwari stressed that protecting personal data is a fundamental consumer right, particularly as shoppers share sensitive financial information during online transactions.
Lawyer Dr Ghada Karbon described consumer protection in e-commerce as a comprehensive legal framework that extends beyond product quality to include transparency, data privacy, and fair contractual practices.
She also highlighted the complexities surrounding cross-border transactions, including jurisdiction and dispute resolution, calling for stronger co-operation among regulatory authorities and continuous modernisation of legal frameworks.