According to Procon, the growth of problems is related to the pandemic situation and the change in shopping habits.
How top consumer complaints They are on:
- Delay or non-delivery of the product;
- Billing issues;
- Sales made by fake websites or social media profiles (pages that sell and then disappear without delivering the product).
A recommendation from Procon-SP is that the purchase be made from companies that are registered in the Verified Company system, that is, those that made their data available to the defense agency and signed the registration with the digital certificate.
It is a tool that certifies that the company is registered in the Procon-SP Digital System, a platform where it is possible to make complaints, denouncements and ask questions.
Check out below a takes doubts of procon-SP with more recommendations to avoid problems with online shopping:
What precautions should be observed before purchasing products or contracting services?
It is important to observe the procedures and resources adopted to ensure the security and confidentiality of the electronic transaction and your personal data. For this, you should seek references on the site where you intend to purchase products or hire services.
Check all information about the product or service offered, especially characteristics, prices, freight rates, additional expenses, delivery or execution time, payment terms. When purchasing a product, assess whether the total cost compensates for the convenience of remote contracting, in case of doubt, use the telephone numbers and e-mail addresses to obtain additional clarifications about the product or service you intend to contract.
On foreign websites, also check the import fees and if the supplier has a representative in Brazil, which will allow you to have technical assistance in the country. Pay attention to the exchange policy and the procedures that must be adopted in case of problems, considering that the Consumer Defense Code will not be applied, as its scope is national.
When confirming the contract, be sure to print or save all documents that prove the relationship, such as purchase number, order confirmation, proof of payment, contract or advertisements. The product must be accompanied by an invoice.
Write down data to identify and locate the supplier’s headquarters, such as corporate name, CNPJ and physical address. If it is necessary to formalize a complaint with the consumer protection body or appeal to the Judiciary, the consumer will have to provide them, as well as the invoice.
What precautions should you take when delivering the product?
Check the quality of the product, if it corresponds to what is offered and if it is accompanied by the necessary documents such as the warranty term (when greater than 90 days) and the invoice with the complete description of the supplier and the product or service purchased. If there is an irregularity, contact the supplier, asking for the problem to be corrected or for the purchase to be canceled.
What to do when a product is delivered with problems?
Contact the supplier and ask to correct the problem or cancel the purchase. The Consumer Protection Code provides for a maximum period of seven days to cancel purchases made outside the commercial establishment, such as the internet, counted from the date of receipt of the product or the signing of the contract. To use the right of regret, the consumer must file the cancellation request or send it by mail with acknowledgment of receipt (AR).
How to proceed when the product was not delivered or when the service was not performed, or when it is different from the one offered on the website by the supplier?
The non-delivery of the product or the non-performance of the service, as well as the delivery of a product that differs from the features offered by the website, constitute non-compliance with the offer, according to article 35 of the Consumer Protection Code. In these cases, the consumer may, alternatively and at his free choice:
- demand the forced fulfillment of the obligation, under the terms of the offer, presentation or publicity;
- accept another product or equivalent service provision;
- terminate the contract, with the right to reimbursement of any amount in advance, monetarily updated, and to damages.
In these cases, the consumer must file his order or send it by mail with acknowledgment of receipt (AR).
Can I regret and cancel online purchases?
Yes. The Consumer Protection Code provides for a maximum period of seven days to cancel purchases made outside the commercial establishment, such as the internet, counted from the date of receipt of the product or the signing of the contract. To use the right of regret, the consumer must file the cancellation request or send it by mail with acknowledgment of receipt (AR). The product must be returned and the consumer refunded the amounts paid.