Responsibilities of commercial banks when risks arise in electronic banking payments

This study examines legal risks faced by customers using electronic banking payment services and clarifies commercial banks’ responsibilities for prevention, incident handling, and compensation under Vietnamese law. The findings show that although banks must ensure system security, protect customer information, provide risk warnings, and process complaints, shortcomings remain in determining liability, compensation scope, the burden of proof, and customer protection in unauthorized transactions. Current regulations are dispersed across different legal instruments and do not adequately address losses occurring without customer fault or sanctions for delayed complaint resolution. The study recommends clarifying the allocation of responsibility between banks and customers, strengthening information and guidance obligations, establishing appropriate evidentiary rules, introducing sanctions for delayed complaint handling, and improving compensation mechanisms for electronic payment users.