A Judicial Precedent for E-commerce
A Singapore district court has dismissed a defamation lawsuit filed by a household appliance retailer against a customer who posted a critical review on the e-commerce platform Shopee. District Judge Chiah Kok Khun, in a judgment published on August 31, 2026, ruled that the retailer, Asia Excel, failed to prove the review was defamatory, ordering the company to pay S$4,000 in costs to the customer, Ms. Chua Poh Hiok.
The dispute centered on a cooker hood purchase made by Ms. Chua in 2024. Following her experience with the retailer’s delivery and refund policies, she posted a review on November 13, 2024, warning other shoppers: “please do not buy from this seller.” She detailed frustrations regarding the company’s insistence that signing for a delivery waived any right to return or refund, and noted the potential for a S$35 re-delivery fee if a customer was unavailable at a specific time.
The Defense of Justification and Fair Comment
Asia Excel argued the review damaged its reputation, claiming it falsely implied the company was harassing customers and operated an inflexible “no return” policy regardless of product functionality. However, Judge Chiah found that the gist of Ms. Chua’s review was supported by the retailer’s own communications. The court noted that the company’s delivery team had indeed informed the customer that any visible defects had to be reported on the spot, and that functional issues were subject to warranty, not immediate return.
The court applied the “defense of justification,” finding the core of the customer’s complaint was factually grounded in the retailer’s own stated policies. Furthermore, Judge Chiah invoked the defense of “fair comment,” ruling that Ms. Chua’s statements were views a “fair-minded person” could honestly hold based on the facts.
Broader Implications for Online Retail
The ruling serves as a significant signal to businesses operating on digital marketplaces. Judge Chiah emphasized that ratings and reviews are “part and parcel” of e-commerce, contributing to a vital pool of information for consumers. He cautioned that the legal system must guard against “unmeritorious defamation actions” brought by businesses against customers exercising their right to share honest experiences.
“Sellers who use e-commerce platforms must accept ratings and reviews on their goods and services as part of conducting business online,” the judge wrote. “It also means that they must be prepared to take the bad with the good.” In response to the verdict, Asia Excel acknowledged the court’s decision, stating it is reviewing its communication practices to ensure policies are clearer for future customers.