Internet Shopping

This Topic Includes:
Shopping tips
Before you buy checklist
Paying for the goods
If things go wrong

Some retailers use your computer screen as their only shop window and may sell direct from a warehouse, while many established retailers also offer on-line buying facilities to complement their normal store trade.

When you buy over the internet it is obviously harder to judge the quality of a company or to seek redress if things go wrong.

Shopping tips

To protect yourself when buying over the internet, look out for sites that have your interests in mind and include the following details in their marketing:

• adequate address and contact details – phone, fax, email and street address (not just a PO Box number)
• itemised costs that would be incurred for the purchase of a particular item (including cost of the product/service, delivery, postage & handling)
• details about the security mechanisms for online payments
• return, exchange, or refund policies
• explain how you can lodge a complaint
• specify which legal jurisdiction will apply to the transaction (ie the trader’s or the customer’s country), or which disputes resolution processes apply (eg, an Ombudsman Scheme or industry code)
• state what currency the purchase is in
• state any restrictions or conditions that may apply to the purchase (such as geographic restrictions or parental/guardian approval requirements for minors)
• have a privacy policy.

Before you buy checklist

• Use a search engine to find other shops and compare prices and conditions.
• Make comparisons with your local retail stores, but remember to take into account any extra costs (delivery, insurance, customs duty, sales tax, foreign exchange rates) you may incur with Internet purchases.
• Phone or e-mail retailers directly and ask about the goods and services they provide when dealing with them for the first time.
• Check the freight or delivery method and costs.
• Check the legality of importing particular goods from overseas.
• Monitor children's access, as some firms market directly to children.
• Be wary of offers that appear too good to be true.
• Check web sites which record adverse reports about businesses - eg, the National Fraud Information Centre (US) at www.fraud.org.

Do not:

• deal with retailers who are evasive and won't give contact numbers or addresses.
• forget to print out your order before you send it.
• participate in pyramid selling schemes (sometimes under the guise of network marketing, chain letters, get rich quick schemes and home based employment opportunities)-they are illegal.
• rely only on one source of information.
• give your bank details to any business.

Paying for the goods

Many Internet businesses allow you to use your credit card on-line to pay for products. Most lnternet shops will also let you fax or post your credit card details to them, or post a cheque or money order. As with any payment method, try to ensure that the business you are dealing with is reputable. The advantage of using credit cards is that some credit card companies reserve the right to reverse transactions if there is a disputed charge.

Only use your credit card for payment on-line if the retailer uses a secure payment system. Otherwise it is advisable to get your card number to the business by telephone or mail.

Major financial institutions are developing the Secure Electronic Transaction (SET) system using encryption technology to ensure that your personal and financial details are protected. SET is a common global standard for securing payment by credit cards over networks such as the lnternet.

If things go wrong

If the business is in New Zealand

Try and negotiate with the retailer by letter or e-mail and remember to keep copies of your order/invoices. The laws that apply to over the counter sales apply to internet sales.

If the business is located overseas

Had a problem with an overseas internet trader? Visit eConsumer.gov.

This website (a joint venture of the International Consumer Protection and Enforcement Network, of which the Ministry is a member) contains contact information for some overseas consumer agencies, information on buying online, information on online auctions, advice and guidance on resolving an online shopping complaint, and the opportunity to file an online complaint.