Retailer loses defamation suit against customer over negative Shopee review

A Singapore household appliance retailer lost a defamation lawsuit against a customer who published a negative review on Shopee, the online shopping platform. The retailer, Asia Excel, sued Ms Chua Poh Hiok for S$4,000 in costs, but a judge dismissed the claim, ruling that not every negative review is defamatory. The judge stated that the review was not defamatory, as the gist of it was true, and the defence of justification applies.

Ms Chua had purchased a cooker hood from Asia Excel on Shopee in 2024 and posted a review expressing frustration with the retailer's delivery and refund policy. Asia Excel argued that the review was defamatory, but the judge found that the retailer had not clearly communicated its policies to Ms Chua prior to delivery. The judge also noted that ratings and reviews are necessary for the effective operation of e-commerce platforms and that sellers who use these platforms must accept reviews as part of conducting business online.