A new law allowing customers to inspect online purchases before making payments has officially come into effect, according to the Royal Thai Police (RTP). Announced in the Royal Gazette on July 5 and effective from October 3, the law, known as the Contract Committee Notification on Cash-on-Delivery (CoD) Service, aims to enhance consumer protection in Thailand’s booming online shopping sector.
The legislation grants customers the right to refuse payment if items received are defective, damaged, or do not match their order. It also allows customers to return an entire order if even part of it is incorrect. To ensure accountability, delivery personnel must issue a detailed receipt and record either a video or photo of the package being opened upon delivery. If a complaint is lodged, delivery companies are required to collect the goods within five days and provide a refund within 15 days, should the complaint be validated.
Prime Minister’s Office Minister Jiraporn Sindhuprai emphasized that the new measure, referred to as “Dee-Delivery” or Good Delivery, is designed to foster fair business practices and protect consumers from fraudulent deliveries, such as receiving items worth far less than what was ordered. Delivery companies have been given the time to adjust their processes to comply with these regulations, ensuring a more transparent and trustworthy transaction experience for both buyers and sellers.
The law also requires logistics companies to collect rejected goods from the point of delivery at no additional charge, review complaints thoroughly, and resolve disputes fairly. These steps are part of broader efforts to streamline Thailand’s growing e-commerce industry while preventing scams and supporting customer rights.