The Consumer Protection Board Committee in Thailand has enacted a regulation that allows consumers to inspect products before making payments for cash-on-delivery (COD) shipping services, referred to as the “Dee-Delivery Measure”. The new regulations has taken effect from 3 October 2024, and is established due to growing popularity of online services and various payment methods in Thailand, as well as the need to address issues such as fraud and inadequate security measures associated with COD transactions.
泰國消費者保護委員會頒布一項法規，允許消費者在支付貨到付款 (COD) 貨運服務之前檢查產品，稱為“Dee-Delivery措施”。新規定於2024年10月3 日起生效，制定的原因是線上服務和各種支付方式在泰國日益普及，以及需要解決與 COD 交易相關的欺詐和安全措施不足等問題。
Under the new regulation of the Office of the Consumer Protection Board, customers can check their items before payment and if the goods are damaged or not as advertised, they can reject the package and seek a full refund. Consumers can request a refund within 5 days (counted from the date of receipt of the product).
根據消費者保護委員會辦公室的新規定，顧客可以在付款前檢查商品，如果商品損壞或與廣告不符，他們可以拒絕此包裹並尋求全額退款。消費者可在5天內(自收到產品之日起計算)要求退款。
Under the new regulations, COD service providers must issue detailed receipts that meet specific criteria:
根據新規定，貨到付款服務提供者必須開立符合特定標準的詳細收據：
Language and Readability:
語言和可讀性:
i. The receipt must be in Thai.
收據必須是泰文。
ii. The text must be clear and legible, with a font size no smaller than 2 millimeters and no more than 11 characters per inch.
文字必須清晰易讀，字體大小不小於2毫米，每英吋不超過11個字元。
Details Should be Included:
應包含詳細資訊:
i. Provider and Service Provider Information:
提供者和服務提供者之資訊:
Full name, address, telephone number, and email of both the provider and the service provider.
提供者和服務提供者的全名、地址、電話號碼和電子郵件。
ii. Product Information:
產品資訊:
Tracking number, detailed description of the product, amount charged for the product, pick-up location details, service provider’s information, customer information, authorized name on the invoice, time limit for holding the payment (5 days before transferring to the provider), time limit for returning the product.
快遞編號、產品詳細描述、產品收費金額、取貨地點的詳細資料、服務提供者資訊、顧客資訊、發票上的授權名稱、保留付款的時限(轉帳給提供者前5天)、退回產品的時間限制。
iii. Receipt Preparation:
準備收據:
The receipt must be issued immediately when receiving payment from the customer.
收到顧客款項後必須立即開立收據。
Customer Rights to Refund:
顧客退款權利:
Reasons for Refund:
退款原因:
i. If a customer receives a product he/she did not order, or if the product is damaged. If a customer receives a product he/she did not order and was charged for it, with proof that the product was not ordered. If a customer inspects the product upon delivery, using photos or videos as evidence, and finds it does not match the order. If a customer cannot receive the product at the time of delivery, discovers it was not ordered, and informs the service provider, he/she can refuse the product and request a refund.
如果顧客收到他/她未訂購的產品，或產品損壞。如果顧客收到他/她未訂購的產品並被收取費用，並提供未訂購該產品的證明。如果顧客在交貨時以照片或影片為證檢查產品，發現產品與訂單不符。如果顧客在交貨時無法收到產品，發現此產品並非訂購產品，並通知服務提供者，他/她可以拒絕該產品並要求退款。
ii. Refund Processing:
退款處理:
The process for issuing refunds should be briefly described, outlining the necessary steps.
應簡要描述退款流程，概述必要的步驟。
Prohibited Clauses:
禁止條款:
i. The receipt must not include:
收據不得包含:
Ø Clauses that exclude or limit the liability of the provider or service provider for issues with the product.
排除或限制提供者或服務提供者對產品問題的責任的條款。
Ø Clauses that deny responsibility or prohibit returns or exchanges if the product is incorrect, damaged, or defective.
若產品不正確、損壞或有缺陷，否認責任或禁止退貨或換貨的條款。
Ø Clauses stating that refunds will not be provided.
不退款的條款。
This measure is a legal consumer protection initiative, as previously, when purchasing goods through cash-on-delivery (COD) and encountering issues, there was no law supporting the buyer's rights. The new regulation requires the carrier to “hold the payment” for 5 days, allowing consumers to request a refund from the seller within 5 days of receiving the goods. This method ensures that if there are issues with the product, the buyer can receive a refund quickly.
這項措施是一項合法的消費者保護舉措，因為此前，透過貨到付款(COD)方式購買商品並遇到問題時，沒有法律支持買家的權利。新規定要求承運商“扣留貨款”5天，允許消費者在收到貨物後5天內向賣家要求退款。此方法可確保如果產品出現問題，買家可以快速收到退款。
The new law also applies to shipping companies. If a reported issue is verified, the shipping company must refund the consumer the full amount within 15 days.
新法也適用於航運公司。如果回報的問題得到證實，運輸公司必須在15 天內全額退款消費者。
The Dee-Delivery measure from the Consumer Protection Board (CPB) is a proactive solution for those purchasing goods via cash-on-delivery. There have been many instances where consumers received items they did not order or where the products were damaged or defective. This measure aims to address these issues for consumers by cutting off problems at the source. In cases where it is found that a retailer intends to deceive consumers, they can report the matter to the CPB, which has a process for handling complaints through various subcommittees. These committees will investigate and take appropriate actions, including penalties for each case.
消費者保護委員會 (CPB) 的 Dee-Delivery 措施是針對透過貨到付款購買商品的消費者的主動解決方案。消費者收到並非訂購的商品或產品損壞或有缺陷的情況屢見不鮮。這項措施旨在從源頭解決問題，為消費者解決這些問題。如果發現零售商意圖欺騙消費者，他們可以向 CPB 報告此事，CPB 設有透過各個小組委員會處理投訴的流程。這些委員會將調查並採取適當行動，包括對每個案件進行處罰。
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