Consumers have a wide variety of products at their fingertips on the internet, with increasingly faster shipping, free returns, competitive prices or close customer service, among others.
86% of Spaniards buy and sell through the internettransactions that, in most cases, conclude successfully, but in others they can end up with the dissatisfied buyer for not knowing who to turn to in case of a problem.
Chollometro’s online shopping experts remind all Spaniards of the procedures they must follow in the event of having had a bad experience with a purchase over the Internet.
Have you placed your order and it does not arrive?
You can ask for your money back: one of the main problems that consumers encounter when making an online purchase is the possibility of losing the package and not receiving their purchase.
In this situation, if the payment has been made by card, the General Law for the Defense of Consumers and Users, protects the cancellation of the charge if it has been done fraudulently or improperly. In the case of transfers, if the online store refuses to return the money, the consumer must file a claim in court and present the appropriate evidence.
What happens to the shipping costs if I have changed my mind?
Although online stores are obliged to take charge of the initial shipping costs if you proceed to return the purchased item, the consumer has the obligation to pay for the return shipping.
However, it is important to note that the seller has the obligation to have previously informed the buyer.
Don’t want the product? You have 14 calendar days to withdraw
When, for example, we buy a product online and it does not match the image that the seller publishes on the web, the consumer can return it in the cases provided by law for receive a refund within 14 daysalthough there are some exceptions in those products that can be easily copied or customizable.
Watch out for marketplaces to avoid scares
To sell products online, sellers can create an ecommerce from scratch or be part of a marketplace from another company, such as Amazon. In the event of purchasing a product through this type of online store and having had an incident with the purchase, the consumer must contact seller of the purchased product and it is he who must provide a solution.
When making an online purchase it is essential to always resort to trusted stores. These types of e-commerce have accessible and close customer service services that the consumer must resort to in the event of an incident. In the case of not receiving any solution or disagreeing, you can always count on the advice of organizations such as the OCU.
