Tips for online shoppers

An increasing number of consumers are opting to shop online, preferring to sit comfortably in front of their computer than racing against time struggling to find a car park before the shops close.

Online shopping has a number of benefits, among which one cannot fail to mention time-saving, effort and money. But online shopping varies greatly from buying something face to face. Not physically meeting the seller may entail a number of risks and this may put ­consumers in a vulnerable position.

Knowing who we are buying a particular product or service from is the first piece of information we should acquire before buying anything online.

As consumers, we need to know the contact details of the seller in case something goes wrong. A reputable business should make this information easily accessible. We should look out for a customer service number and a postal address and never rely on just an e-mail address.

Reviewing other buyers’ comments is another good way to get a first impression of a prospective seller. When judging sellers through online feedback, it is better to stick to third party review sites, as comments posted on the seller’s site may be nothing more than the pure invention of a freelance writer.

On the other hand, third party review sites have no vested interest in the comments given. However, it would be unfair to dismiss a seller on the basis of one or two negative comments. Obviously, the more reviews we manage to find about a specific seller, the more accurate our assessment will be.

While reading such reviews, it is important to check out any comments made about the speed of delivery, quality of shipping materials and whether or not the items received match the online descriptions.

Once we think we can trust the seller, our next concern should be choosing the right product or service. In order to do so, we should read and look carefully at the advertisement of the product or service.

To ensure we make the right choice, we should consider the features and specifications such as make, model, dimensions, functions, customer service and support. If we feel unsure about something, we should ask the seller for more details before committing ourselves. When purchasing a physical object, as opposed to a service, we should insist on detailed photos from several different perspectives.

We should also take a close look at the terms and conditions tied with the purchase. These should be clearly outlined by the seller and should include information on any extra guarantees, or policies covering security, privacy and returns. It may also prove useful to make a printout of the terms and conditions we agreed to, as these might change from time to time.

Special attention should be paid to the method of payment and dates of delivery. If no specific delivery date is mentioned in the contract of sale, then legally the seller should provide us with the goods or services within 30 days from the date of order. If this is not the case, we may opt to cancel our contract of sale and ask for a refund.

Regarding cancellation rights, we should keep in mind that when we buy from a trader residing in an EU member state, there is the cooling-off period which gives us the right to return items for any reason and request full refund of the money spent.

The only charge we may be liable to pay is the direct cost of returning the goods back to the seller. In Malta this cancellation period is of 15 days from the day the goods are delivered. The length of this period may vary, depending on member states the goods are purchased from.

The method of payment may also be a good indicator of the seller’s trustworthiness. When paying electronically we should make sure the seller uses a secure payment system that encrypts our financial details. We should look out for a padlock symbol and that the web address starts with http://, as this indicates a secure payment process is being used.

Another possible risk related to online shopping are hidden charges that are very often camouflaged as shipping costs. Sometimes sellers project the impression that their prices are the lowest on the market, but in reality they make up for the reduced price by inflating the shipping charges.

Our best defence against exorbitant shipping charges is comparison shopping. Before making any buying decision, we should compare prices of the product and shipping. It is only by adding up these two amounts that we may really be able to detect a good bargain.

When we buy goods from outside the EU, the risk of hidden charges increases. Depending on the item we purchase and its value, we may be required to pay customs duty and/or VAT. Even though these fees are legally established and are not within the seller’s control, we may still feel we have been ripped off. This is more so if the seller does not inform us about the possibility of these extra charges.

We should also make sure we have a copy of any forms, e-mails, documents or web pages we have filled in, read or received. It is another good habit to check our bank statement every time we place an online order.

We should also remember that in case of non-conforming goods, as online shoppers we have the same rights for remedy and compensation. This means that if the goods we purchase are not in conformity with the contract of sale, we are entitled to a legal remedy, which may be either repair or replacement, or else part or full refund.

customer@timesofmalta.com

odette.vella@gov.mt