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Procon-SP Imposed a Fine of R$ 14,118,847.44 on Shopee for Violations of the Consumer Defense Code. The Penalty Affects SHPS Tecnologia e Serviços Ltda, the Platform’s Legal Entity, and There is Also the Right to Defense. The Agency Cites Abusive Clauses in the Terms of Service and Lack of Essential Contact Information on the Site.
The case began after consumer complaints were registered on Procon-SP’s channels. According to the São Paulo consumer protection agency, the company failed to comply with requirements of the Consumer Defense Code and the legislation regulating electronic commerce.
According to Procon-SP, the platform failed to provide basic contact information, which complicates the resolution of purchase issues and post-sale assistance. The agency claims that Shopee also incurred in abusive clauses in its Terms of Service, but did not detail which provisions would be irregular.
The fine was directed at SHPS Tecnologia e Serviços Ltda, responsible for operating Shopee in Brazil. There is still the possibility of presenting an administrative defense by the company, as per the established process.
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Million-Dollar Fine in São Paulo, Calculation Considers Revenue and Focuses on the Legal Entity of the Platform
Procon-SP reported that the amount of R$ 14,118,847.44 was calculated based on official information from the company, including its revenue profile. This methodology aims to scale the penalty according to the economic capacity of the supplier and the seriousness of the violations.
The penalty is aimed at SHPS Tecnologia e Serviços Ltda, the legal entity linked to the operation of Shopee in the country. The measure is part of the efforts of the state agency in São Paulo to curb practices that affect transparency and the security of consumer relations in electronic commerce.
Irregularities Pointed Out, Terms of Service Under Questioning, and Lack of Clear Contact Channel According to Procon-SP
According to Procon-SP, the company failed to provide essential contact information on the site, violating the framework of electronic commerce and the CDC. In the agency’s assessment, this omission harms the consumer’s access to support and attempts to resolve issues with orders, deliveries, or refunds.
The agency also recorded the existence of abusive clauses in the platform’s Terms of Service. However, Procon-SP has not disclosed, so far, which specific clauses would be in violation of the law, a point that should be detailed in the administrative process records.
In a statement, Procon-SP emphasized that digital platforms for intermediating sales are part of the supply chain. Therefore, they are jointly liable for service failures, alongside sellers and other participants in the online commerce ecosystem.
This understanding reinforces that the marketplace is not just a neutral channel, but an agent that needs to ensure minimum standards of information, service, and security for the consumer. In cases of non-compliance, liability extends across the entire chain, according to existing legislation.
Consumer Rights and Next Steps, How to File a Complaint and Monitor the Company’s Defense
Procon-SP advises consumers facing difficulties with purchases on Shopee to file complaints directly on the agency’s website or to contact the Procon in their city. The formal registration helps to instruct processes, ensure response deadlines, and monitor the recurrence of issues.
On the company’s side, it is still possible to present a defense and contest the fine within the administrative scope. Any eventual response from Shopee may bring the company’s version regarding the questioned clauses and the measures taken to remedy information and service failures.
What do you think about the responsibility of marketplaces for issues in online purchases and customer service? Is Procon-SP’s fine on Shopee a necessary measure to ensure transparency or does it exaggerate the joint liability of platforms? Leave your comment and share if you have ever had difficulty contacting or receiving support in online purchases.
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