A local minimart in Marsiling has faced criticism from customers regarding a surcharge applied to electronic payments. While some patrons reported charges of S$0.40 per item, the store’s staff later clarified that a specific fee is levied only when purchasing cigarettes using e-payment methods.
Customer Complaints and Initial Reports
The controversy began with reports from consumers claiming they were charged excessive amounts for digital transactions at MyHome Mart, located in Block 132 Marsiling Rise. On Thursday, 12 March, one woman posted a complaint on Facebook stating the store deducted S$0.40 for every item purchased via PayNow. This calculation suggested that four items could incur a total fee of up to S$1.60, even if the payment was processed as a single transaction.
A similar dispute arose in October 2025 when another user posted on the Complaint Singapore Facebook group. That individual alleged an additional S$0.40 charge for using PayNow or QR code payments, with staff attributing the fee to instructions from the store owner.
Specific Charges and Store Justification
When questioned by reporters, a female employee at the Marsiling location informed them that the S$0.50 surcharge is restricted solely to cigarette purchases made using PayNow. According to observations, customers are notified of this charge via notices displayed near the cashier in both English and Mandarin. These signs list various e-payment methods—including NETS, PayNow, credit cards, UnionPay, WeChat Pay, and Alipay—as subject to a surcharge due to “service provider charges,” advising patrons to pay for cigarettes with cash to avoid extra costs.
The minimart’s owner, identified only as Mr Chen, explained that the store itself is charged 1% for all electronic payments. He argued that because his cigarette prices are S$0.70 to S$0.80 less than competing establishments, and his profit margin per pack is only S$0.15, implementing the surcharge was necessary; otherwise, he claimed he might incur losses on the more expensive cigarettes after factoring in bank deductions.
Consumer Reactions and Regulatory Guidance
Some patrons found the charge acceptable, with one customer citing an instance where they purchased a carton of 10 cigarettes using PayNow and were comfortable paying an additional S$5. Similarly, Hafiz, a 32-year-old resident nearby, noted that while the fee existed, he could offset it by purchasing other daily essentials at the store, as those items cost between S$0.10 to S$0.20 less than in other locations.
However, resistance was also evident. Mr Lin, a 45-year-old deliveryman, stated that he now bypasses MyHome Mart for cigarettes because the cumulative charges can easily exceed S$1, which he deemed “quite expensive.”
Official Rules Against Payment Surcharges
Regulatory bodies maintain strict rules regarding payment surcharges. The Association of Banks in Singapore (ABS), which oversees the PayNow scheme, explicitly prohibits retailers from imposing any surcharge on customers who choose to pay using PayNow. Deputy Prime Minister Gan Kim Yong confirmed this rule during a written response to Parliament in October 2025, noting that major retail banks had waived transaction fees for payments received directly from end-consumers.
ABS further clarified the payment mechanism at the store, stating that the QR code displayed was specifically intended for NETS payments, not PayNow. The association emphasized that PayNow is designed to be a free and convenient method for consumers and reiterated its stance:
If a payment is to be made via the PayNow platform, banks would have informed merchants that they are not to charge consumers a processing fee.
ABS confirmed this by noting that while it is “unclear” if the S$0.50 surcharge relates to PayNow, it pointed out that the payment method visible was NETS, distinguishing it from the official PayNow logo and functionality.
