E-Commerce Consumer Protection Training

Selling online in Malaysia carries specific statutory disclosure duties that a physical storefront does not, set out in the Consumer Protection Act 1999, the Consumer Protection (Electronic Trade Transactions) Regulations 2012, and the online-seller obligations that run through the Trade Descriptions Act 2011. An online seller or marketplace operator has to disclose who they are, where they can be reached, what the product or service actually is, and the full price breakdown, before the regulations ever get to questions of unfair terms or misleading advertising.

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This one-day programme is built for e-commerce, marketing, customer service and legal or compliance teams at online retailers and marketplace operators. It separates what an individual online seller or merchant must disclose from what a marketplace platform operator is separately required to do, works through unfair contract terms and misleading online advertising, and ends with the practical record-keeping and dispute-handling expectations KPDN enforcement actually tests. Orbix is an independent training provider and has no role in KPDN's enforcement process.

HRD Corp Training Provider Malaysia HRD Corp SBL-Khas Claimable

Programme Agenda

01

9:00 AM - 9:15 AM

Welcome and Programme Overview

Introduction to the session, objectives, and housekeeping.

02

9:15 AM - 10:15 AM

Mandatory Online Seller Disclosures

What an online seller must disclose under the Electronic Trade Transactions Regulations 2012: identity, business address, a clear description of the product or service, and the full price breakdown including any additional charges, and why an incomplete listing is a compliance gap, not just a customer service weakness.

03

10:15 AM - 10:30 AM

Break

04

10:30 AM - 11:30 AM

Marketplace Platform Operator Obligations

The obligations that fall specifically on a platform operator rather than on the individual sellers using it, including facilitating the display of required seller information and the platform's own role in a disputed transaction.

05

11:30 AM - 12:30 PM

Unfair Contract Terms and Misleading Advertising

Unfair contract terms under the Consumer Protection Act, how they show up in standard online terms and conditions, and misleading advertising and trade description issues specific to online product listings, reviews and promotional claims.

06

12:30 PM - 1:30 PM

Lunch

07

1:30 PM - 2:20 PM

Handling Transaction Disputes, Cancellations and Refunds

The statutory position on cancellation and refunds where it applies, designing a dispute-handling process for online transactions that holds up against a consumer complaint, and the record a seller or platform needs to keep to demonstrate it was followed.

08

2:20 PM - 3:15 PM

Record-Keeping for Online Transactions

What transaction, disclosure and communication records an online seller or platform operator should retain, for how long, and in what form, so a KPDN enquiry can be answered without a scramble.

09

3:15 PM - 3:30 PM

Break

10

3:30 PM - 4:45 PM

KPDN Enforcement in Practice

How KPDN approaches e-commerce enforcement, the kinds of complaints that trigger an enquiry, and a practical self-check participants can run against their own listings and terms before KPDN runs one for them.

11

4:45 PM - 5:00 PM

Wrap-Up and Q&A

Key takeaways, next steps, and close.

Key Outcomes

  • Apply the mandatory disclosure requirements to an online product or service listing
  • Distinguish platform operator obligations from individual seller obligations
  • Identify unfair contract terms and misleading advertising risks in online listings and terms
  • Design a compliant cancellation, refund and dispute-handling process for online transactions
  • Maintain the records an online seller or platform operator is expected to produce
  • Run a practical self-check against KPDN's enforcement priorities

Training Mode   Physical / Online / Hybrid / e-learning

HRD Corp   SBL-Khas Claimable

Level   Foundation. For e-commerce, marketing, customer service and legal or compliance teams at online retailers and marketplace operators.

Duration   1 Day (8 Hours)  |  9:00 AM to 5:00 PM

Venue   In-house at the client's premises, or delivered via the client's preferred platform (Microsoft Teams, Zoom, or equivalent)

Assessment   A listing and terms self-check workshop against participants' own online storefronts, plus a written knowledge check

Certificate   Certificate of Completion issued to all participants upon full attendance

Enquiries   Contact us to register or discuss scheduling

Frequently Asked Questions

Yes. E-Commerce Consumer Protection Training is HRD Corp SBL-Khas claimable. Employers registered with HRD Corp (PSMB) can claim the training fee against their levy, as Orbix Tech Sdn Bhd is an HRD Corp certified training provider. Submit the SBL-Khas application before the session date.

E-Commerce Consumer Protection Training runs for 1 day (8 hours) | 9:00 AM to 5:00 PM. It is delivered as an in-house closed group session, so the schedule can be adjusted to fit your team's working hours.

Yes. Delivery options are physical, online, hybrid, e-learning. In-house sessions run at your premises anywhere in Malaysia, online sessions run live over video conference, and hybrid combines both for teams split across sites.

Certificate of Completion issued to all participants upon full attendance. Each certificate carries a certificate number that can be checked at orbixtech.my/certificate-verify.

Level: Foundation. For e-commerce, marketing, customer service and legal or compliance teams at online retailers and marketplace operators. The session is built around worked examples and group exercises rather than theory, so participants apply the material to their own organisation during the session.

Full-day sessions are quoted per session for a closed group, from RM 1,750. Advanced 2-day programmes are quoted per participant, from RM 4,000. All figures are before any HRD Corp levy claim.