In part one of ‘Tips for a safer online shopping experience’, we looked at steps to take before you purchase things online. This article looks at what to do if the things you bought didn’t match the seller description, are low quality or don’t perform how they’re supposed to.

Know your rights

Anyone conducting business within Australia – including online overseas merchants – need to comply to the Australian Consumer Law (ACL). Consequently, goods must:

• Match the description provided.
• Meet promises made about condition, quality and performance, including money back guarantees.
• Not carry hidden costs.
• Have repair facilities for a fair time after purchase.

If these standards aren’t met – and providing that you didn’t misuse the product nor were aware of a defect at the time of purchase – then you are entitled to some kind of compensation.

Online shoppers have the same rights as physical store shoppers, and are entitled to a refund or replacement if goods are unacceptable, misrepresented or missing.

Therefore, when things go south, don’t fret: there are several steps that can be taken to resolve the issue.

• Firstly, contact the seller directly, explaining the problem and stating the outcome you expect. The Australian Competition and Consumer Commission (ACCC) has a complaint letter tool to help individuals draft emails and letters to sellers.
• If purchase was made on an ecommerce site or marketplace (such as Amazon or Ebay), open a request through your Purchase History.
• If seller remains uncooperative, contact your bank/credit card provider and ask for a reversal of the charge. You would have to provide evidence validating your claim, including attempts to contact the seller. Your bank will then inform the seller’s bank of the dispute and decide whether to issue a refund.
• If your request is rejected, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA), a free and independent dispute resolution.
• When all else fails, contact the Australian Competition and Consumer Commission (ACCC) for advice and to lodge a complaint.

Always read the fine print carefully and keep your receipts, so you can exercise your rights.

And if you had a negative experience, you can help to stop further scams by lodging a complaint through econsumer.gov, an organisation protecting consumers worldwide.

Like every article on this website, this is not personal financial advice. If you are in debt and need additional support, you can contact the National Debt Helpline: 1800 007 007.