Online shopping is here to stay. Consumers are increasingly choosing to buy products they need from online sellers.

This kind of shopping has numerous advantages but also carries some risks if we do not take a number of precautions.

Before concluding an online sale, consumers must make sure that they know the identity, location and contact details of the online seller. Should a problem with the purchase crop up, consumers will need this information to communicate with the seller and request a solution.

When consumers buy from an online seller for the first time, it is important that they carry out some research on the company’s reputation. This can be checked via searches of the internet for comments from other buyers on consumer review sites.

When judging sellers through online feedback, it is better to stick to third party review sites, as comments posted on the same site of the seller may be nothing more than the pure invention of a freelance writer.

While reading such reviews, it is important to check out any comments made about the speed of delivery, quality of shipping materials and if the items received matched online descriptions.

Before paying consumers should ensure that the website is secure

The online seller is obliged to give consumers specific information before they conclude the sale, which should include:

• a clear description of the main characteristics of the goods or services;

• the identity and contact details of the trader;

• the total price of the goods or services, including taxes and any additional charges;

• the method of payment and by when the goods will be delivered. In case of services, when these will be carried out;

• the right of withdrawal and a reminder of the existence of a legal guarantee of conformity for goods.

The online seller must also inform consumers how they can return the product if it does not work or meet their expectations.

In case consumers decide to exercise their right of withdrawal, they must be informed that they need to bear the cost of returning the unwanted item. If such information is not provided, these costs must be paid by the online seller.

Before processing a payment, consumers should ensure that the website is secure. Prior to giving the credit card details, consumers should check that there is a closed padlock symbol on the webpage.

Additionally, the web address should start with https. The ‘s’ stands for secure. After processing the payment, consumers must always check their credit card statement carefully to make sure that they have been billed correctly.

After purchasing an item, consumers should record the details of the purchase. Hence, it is important to print a copy of the order and of the confirmation e-mail. In case of non-conforming goods, online shoppers have the same rights for remedy and compensation as though they have physically purchased the goods from a shop.

Hence, online shoppers would be entitled to a legal remedy, which may be repair or replacement or part or full refund of the money paid.

odette.vella@mccaa.org.mt

Odette Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.