E-Commerce During COVID-19 Lockdown 2020: Challenges and Opportunities For Consumer Rights In Uganda

doi:10.7176/jmcr/82-06

Abstract

Both the government of Uganda and Jumia Uganda effectively used the Covid-19 pandemic lockdown measures of 2020 to promote e-commerce services. This study adopted a qualitative research methodology. The researcher elicited random responses over a Facebook page regarding consumer experience using Jumia Uganda during the lockdown. The study engaged a population size of about 5,000 persons and a target sample size of 100 participants on Facebook of which 50 persons responded. The study found that 66% of the respondents had a bad experience using the Jumia Uganda platform compared to 34% who had a good experience. Although e-commerce was widely promoted and used, e-commerce service consumers had a bitter-sweet cocktail of experiences. Critical challenges of the business include: poor quality and counterfeit products, delivery challenges, high cost of shipping and pricing of products, cancellation, return, refund, repurchase challenges, and lack of an effective dispute resolution mechanism. The study recommends the improvement of the delivery mechanisms, quality verification, and certification process, and the creation of an online dispute resolution mechanism to boost consumer confidence and interest in e-commerce. Key words: E-commerce/ Covid-19/ Consumer Rights/ Trade/ Online Trade/ Online Dispute Resolution. DOI: 10.7176/JMCR/82-06 Publication date: November 30 th 2021

Highlights

Introduction1 E-commerce is defined as 'the sale or purchase of goods or services, whether between businesses, households, individuals, governments, and other public or private organizations, conducted over computer-mediated networks
E-commerce[1] continues to leap in growth from about $9.09 trillion since 2019 at a projected rate of 14.7% through 2020 to 2027 driven by increasing internet penetration, mobile technologies, technology awareness,1 E-commerce is defined as 'the sale or purchase of goods or services, whether between businesses, households, individuals, governments, and other public or private organizations, conducted over computer-mediated networks
The study found that 66% of the respondents had a bad experience using the Jumia Uganda platform compared to 34% who had a good experience

Summary

Introduction

1 E-commerce is defined as 'the sale or purchase of goods or services, whether between businesses, households, individuals, governments, and other public or private organizations, conducted over computer-mediated networks. S.2 of the Electronic Transactions Act (hereinafter abridged as ‘ETA’) defines the term to mean 'the exchange of information or data, the sale or purchase of goods or services, between businesses, households, individuals, governments, and other public or private organizations, conducted over computer-mediated networks.’. A consumer means ‘a natural person who uses products for personal rather than business purposes.’[19] The Sale of Goods and Supply of Services Act (hereinafter abridged as ‘SGSSA’) defines a consumer as a person who purchases goods and services for final use or ownership rather than for resale or use in production.[20]. Uganda has no Consumer rights specific law but an ecosystem of a robust policy and legal framework governing business and trade broadly and e-commerce as part of the component.[22].

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