This document summarizes the findings of a survey and complaints received by the Myanmar Consumers Union regarding e-commerce. It shows that while consumers recognize some advantages of e-commerce, many have also experienced direct problems like not receiving goods after payment. Common issues involved ordering from overseas websites and being unable to get refunds once the sites disappeared. Mobile payments also led to instances of funds being withdrawn without authorization. The document concludes that while Myanmar has consumer protection laws, many consumers remain unaware of their rights and how to seek dispute resolution. It raises the need for an e-commerce law or regulations regarding cyber security.

1. Myanmar Consumers Union (MCU)
Presented by Mo Mo Tin
Joint Secretary-1
Myanmar Consumers Union
Findings from E-Commerce Survey
and Complaint Received

2. 10.7%
33.3%
66.7%
71.0%
78.7%
81.0%
93.3%
94.7%
95.0%
96.0%
26.3%
30.3%
11.0%
8.0%
3.7%
4.7%
2.3%
1.0%
2.3%
2.0%
63.0%
36.3%
22.3%
21.0%
17.7%
14.3%
4.3%
4.3%
2.7%
2.0%
0% 20% 40% 60% 80% 100%
Ensures that clients obtain quality goods
Saved cost because business operators offer discount
It is difficult to contact a service provider when a consumer
faces problems
Increases risks to a consumer because hackers can steal a
password of bank accounts
Some online shopping operators conduct unethical business
activities
Wide spread use of E-Commerce can facilitate committing
crimes
Saved time
Helps clients to compare goods and services across many
service providers
Payment can be made digitally. It can reduce risks associated
with handling cash (less subject to pickpocketing and…
Makes clients convenient because goods are delivered to
home
Percentage of Respondents (N=300)
Attitude on Using E-Commerce
Agree Not Agree Not Sure
A majority of respondents agreed with both
advantages and disadvantages of E-Commerce.
FB -major media for advertising and ordering for
online shopping and almost all respondents use
cash for payment of online shopping.

3. 5.1%
5.1%
5.1%
9.3%
9.3%
11.0%
17.0%
23.0%
23.7%
24.8%
31.4%
32.2%
34.0%
49.2%
54.2%
0% 10% 20% 30% 40% 50% 60%
Consumer had to pay higher price than the advertised price
Service provider asked higher transportation cost
Consumer could not identify address of service provider when…
Goods did not have an approval from FDA or similar body
Although consumer made payment, he/she did not receive goods
Illegally imported goods were sold
Consumer had to pay transportation cost for goods when service…
Goods other than original brand were sold at cheaper price
Service provider failed to fulfil promises made in advertisement
Goods did not mention information on how to use, how to keep,…
Goods did not show actual original producing country
Goods were fake
Consumer received goods with dissimilar characteristics other…
Service provider delivered goods later than agreed date
Consumer received goods with dissimilar pattern, colour and…
Percentage of Respondents (N=118)
Top 15 Direct Problems in Online Shopping

4. Online shopping - cross border issue (Failed)
 Goods different from order and no more contact after payment was made
A lady from Mandalay ordered (5) bags from http://www.coacnstore.tk (USD 96)
including bank charges). At the same day she ordered a digital camera from
https://www.cameraeshops.com (USD 87). Both transactions for bags and camera
made through CB Bank Visa Card. Consumer had to transferred money to the bank
account at Singapore. The bank had already deducted her account for both
transactions checked from the CB Bank statement.
The lady received only one sunglasses instead of (5) bags and one sun glasses
instead of (1) digital camera. She received both sun glasses same day. Later she
could not contact those companies’ websites anymore. So she made complaint to
Myanmar Consumers Union.
Then MCU transferred the cases to CICC, DOCA with required documents such as
website address, invoice, payment receipts, bank statement, etc. DOCA informed
her they could not trace it and finally she agree to close the case.

5. Online shopping – Failed Complaints
 No Goods Delivery after payment was made
Ironing Machine
The lady made payment by transferring MMK 100,000 to Daw
Khet Khet Lwin, KBZ account no. 27930127900562601 the
address given by the company was 7(306)555 Buildings, Kyal
Khong, Khin Ku Department store, Kyal Khong, China and
phone no. was 18306933046 (China phone).
Lily Kha (Clothes)
Using Wave Money or/and CB Bank
No Goods Delivery after Paid
Many consumers were being cheated over a year. mmCERT ???
AIM 2020?

6. Mobile Payment, E-Payment (Failed cases)
 Wave Money Transfer
 From Pyin Oo Lwin to Yangon transfer MMK 500,000
 But withdrew from Inn-daw-gyi (Sagaing, Mobile like phone shop)
 Transfer from Sagaing to another Wave Money Account in Pyin Oo Lwin
 Person from Pyin Oo Lwin withdrew money thru Shine Agent (Feb.-Aug.19)
 Cheating to open PayPal account
 Transferred MMK 60,000 to CB bank account (account name was U Sai Min
Oo and acc. no. was 0089600100002003) through WaveMoney. After he
transferred money, he could not contact the E-Service Myanmar and sent
complaint to MCU

7. Telecom/Internet/Mobile Phone Service
 Unwanted Subscription
 Promotion Package
 Advertisement
 Telecommunication Law (2013)
 Consumer Protection Law (2019)
According to CPLaw (2019) …

8. 94.7%
96.3%
72.3%
0.7%
0.7%
1.7%
4.7%
3.0%
26.0%
0% 20% 40% 60% 80% 100%
Despite the presence of the consumer protection law,
consumers do not have knowledge on the law
Despite the presence of the Consumer Dispute
Settlement Body, consumers do not have knowledge on
how to inform their problems to the body
Although the consumer protection law exists, there is
inadequate law enforcement
Percentage of Respondents (N=300), E-Commerce Survey
Attitude on Consumer Protection Law
Agree Not Agree Not Sure
Next E-Commerce Law ?
Cyber Law ? Or Cyber Security Law?

9. Conclusion from
Myanmar Consumer
Report (2018-2019)
based on
E-Commerce Survey
Dec.2018 – Feb.2019
and
Complaints received by
Myanmar Consumers
Union (MCU)

10. THANK YOU
Prepared by Mo Mo Tin
Joint Secretary-1
Myanmar Consumers Union