Internet shopping might offer convenience but is not totally hazard free. Consumers should take extra precaution before entering a transaction.
In 2010, the Consumer Council received 439 consumer complaint cases involving internet shopping, a 230% increase comparing to the 132 cases in 2009.
The current issue of CHOICE highlighted some of the complaint cases.
One overseas complainant ordered a lawnmower from a Hong Kong company through a sizable internet shopping portal and deposited HK$20,000 to a designated bank account. When the shipment did not arrive, he contacted the company but got no response. He tried to seek help from the internet shopping portal but the portal only deleted the company from its list and refused to offer any follow-up action or compensation to the complainant. When the Council tried to contact the company involved, it was told the address belonged to another company.
Consumers shopping on internet should avoid transaction that involves a large sum of money. They are advised not to pay directly to the seller but to make payment through a reputable third party payment gateway.
In another case, a complainant ordered three mobile phones through the internet and made all the payment accordingly. He contacted the company but did not get any assistance when the phones failed to turn up. The Council later found that the complainant changed the delivery address two weeks before the delivery date but the phones were delivered to the old address. The delivery company denied having received any notification from the complainant about change of delivery address.
Consumers should allow enough time and get confirmation from the delivery party when changing delivery address. They should also pay attention to the delivery time and make sure that somebody is there to collect the items.
Consumers are also reminded that the Council only handles transaction disputes occurred in Hong Kong. Transactions conducted with companies overseas are out of the Council's scope of mediation. In one of the complaint cases, the consumer cancelled a hotel room booking through an internet company and received confirmation about the cancellation. However he later found that the company still charged the room rates to his credit card. As the company involved was registered outside Hong Kong, the Council is unable to render help to the complainant.
Consumers should take note of the following before entering any transaction on internet:
- Some internet shopping sites provide transaction record and credit rating of the suppliers for the reference of the consumers.
- Avoid engaging in transaction that involves large amount of money.
- Use payment gateway for better protection.
- Reach agreement with the seller on issues related to delivery and return cost, maintenance, delivery date and time to avoid confusion.
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