Competition Committee secures UZS 7.3 billion for consumers in online shopping disputes

The Competition Committee has secured the return or recalculation of UZS 7.3 billion in favor of consumers following complaints related to online shopping platforms.

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In 2025, the committee received nearly 3,100 appeals concerning electronic commerce. A review of the complaints found that the majority were linked to a limited number of major market players.

According to the breakdown provided, 851 complaints (27.8%) concerned Uzum Market, followed by 842 (27.6%) related to Uzum Nasiya. Yandex accounted for 329 complaints (10.8%), while Texnomart received 168 (5.5%), Ishonch 166 (5.4%), Alif Shop (including Alif Moliya and Alif Nasiya) 150 (4.9%), Uzum Tezkor 115 (3.8%), Openshop.uz 56 (1.8%), ZoodMall 54 (1.8%), and IDEA 46 (1.5%).

The committee said its analysis assessed the degree to which consumer rights were upheld by e-commerce entities. Violations identified during the review included breaches of contract terms, problems with warranty service, refusal or delays in replacing defective goods, misleading advertising, issues related to payments and delivery services, and complications in replacing faulty products purchased on credit.

The effectiveness of companies in resolving the reported violations was also evaluated. On average, nearly 84.8% of consumer complaints were addressed positively, resulting in the protection of consumer rights in the majority of cases.

Among the companies reviewed, IDEA recorded a resolution rate of 84.8%, followed by Uzum Tezkor (82.6%), Ishonch (81.3%), ZoodMall (79.6%), Texnomart (79.2%), Openshop.uz (76.8%), Alif Shop (75.3%), Uzum Market (72.7%), Uzum Nasiya (71.9%), and Yandex (63.5%).

As a result of the investigations, the committee determined that the rights of 9.6 million consumers had been violated in various instances. Financial damages totaling UZS 7.3 billion were recalculated or reimbursed in favor of affected citizens.

The Competition Committee stated that oversight in the e-commerce sector will continue, with a focus on strengthening compliance with consumer protection legislation and improving service standards in the rapidly growing digital marketplace.