A proteção do consumidor nas compras on-line e e-commerce: desafios e a eficácia da legislação brasileira

Abstract

This paper aims to analyze the main challenges faced by consumers when shopping online in Brazil, considering Brazilian legislation, especially the Consumer Defense Code (CDC) and Decree No. 7,962/2013. With the significant increase in e-commerce in Brazil, driven by aspects such as digitalization and changes in consumer behavior, new challenges emerge to ensure the effectiveness of consumer rights. The research uses a qualitative and deductive approach, based on a literature review and document analysis. First, the research exposes the evolution and particularities of e-commerce, discussing its social and economic effects, in addition to analyzing the profile of the digital consumer. Next, the research examines the relevance of the principles of the Consumer Defense Code in the digital context, as well as the specific rules defined by Decree 7,962/2013. Finally, the effectiveness of dispute resolution instruments is analyzed, with an emphasis on virtual mediation and the performance of entities such as PROCON. It is concluded that, although progress has been made in standards, gaps persist in supervision and consumer education, making it essential to improve public policies and legal instruments to ensure effective protection in the digital age.