Updated: 23 September 2026
An online sale may be formed through a website, app or electronic exchange. However, not every order action or message automatically proves a contract with clear terms. Identify exchanged information, acceptance and applicable formation conditions.
Are messages and electronic orders legally valid
Electronic Transactions Law No. 20/2023/QH15 dated 22 June 2023 regulates the legal value and evidential use of data messages. Value cannot be denied solely because information is electronic; reliability, integrity and the ability to identify parties must be considered. [1]
Retain the complete exchange rather than an isolated screenshot. For social media orders, clarify the product, quantity, price, delivery fee, address and payment conditions before confirmation.
Does clicking order mean the seller has accepted
Check the formation process and disclosed terms. An acknowledgement of receipt may differ from acceptance. Websites should explain statuses plainly rather than use success for both request submission and completed payment.
Articles 12 and 13 of E-Commerce Law No. 122/2025/QH15 dated 10 December 2025 regulate contracting through online ordering platforms and automated systems. Operators should assess them when designing checkout flows. [2]
A suitable process lets customers review orders, correct details before submission, receive confirmation and revisit transaction content. If a price changes after an order, establish contract status and respond on the appropriate basis rather than alter data and assume consent.
Evidence to keep after payment without delivery
Buyers should retain the offer, account information, payment confirmation, delivery communications and recipient identity. Sellers need reconciliation records linking each payment to its order.
If a customer sends a transfer screenshot but payment is unrecorded, verify directly with the account or payment provider. Do not ship or refund based solely on an image. Where fraud is suspected, promptly contact the bank, platform and competent authority as appropriate.
Do cash on delivery and couriers change responsibility
Cash on delivery, or COD, is collection on delivery. Separate the customer sale from shipping and collection agreements. Do not tell customers that every issue belongs to the courier merely because the parcel has left the warehouse.
Service contracts should define handover, delivery evidence, inspection conditions, remittance cycles, additional fees and lost goods procedures. For fragile or high-value goods, assess compensation limits and declared-value conditions before choosing a service.
Electronic records to retain for each order
Product information and terms applicable at purchase.
The order request and corresponding acceptance notice.
Payment data, invoices and reconciliation records.
Packing, handover and delivery evidence where available.
Communications about amendments, cancellations, returns or refunds.
Complaint outcomes and the people handling them.
Storage should include permissions, backups and search capability. Set retention according to record type and applicable law rather than one period for all business data.
Frequently asked questions
Does every order require a digital signature
An electronic contract is not necessarily a document that must always be digitally signed. Form, formation conditions and signature requirements depend on the transaction and relevant law. [1]
Is a screenshot sufficient evidence
Screenshots may help, but provenance and the complete evidence matter. Retain original data, links, timestamps and relevant accounts to support verification.
Is a clause allowing the seller to cancel every order always valid
No such assumption is justified. Terms must comply with contract and consumer protection law. Define cancellation grounds, notification and refunds rather than grant unlimited discretion.
Legal sources
[2] E-Commerce Law No. 122/2025/QH15 dated 10 December 2025, Articles 12 and 13.
