Online shopping is the activity of buying and selling of goods over Internet. Online shopping is the most preferred way of shopping today because of its convenience and easy access. Also, people get more variety and options in online shopping.
In this blog, I shall discuss the details about the consumer rights and awareness and also how to file a consumer case for online shopping.
Let us first discuss the basic details: -
1. Who is a Consumer?
2. What is Consumer Awareness?
3. Consumer Rights
4. Responsibilities of a Consumer
A consumer is an individual who purchases goods and services for own consumption and not for resale. He/ She makes his/ her own decision on whether to buy an item or not and is influenced by advertisement and marketing schemes.
The act of making consumer aware of the information about product, goods, services, and consumer rights is called Consumer Awareness. Consumer awareness is important so that buyers can take right decision and make the right choice.
Consumer Right is an insight into what rights consumer holds when it comes to seller which provide the goods.
A consumer holds various rights such as: -
As an aware consumer, there are certain responsibilities which an individual need to carry in order to bring further changes in the society. Apart from this, it would also benefit the other consumers and help them to fight the unfair practice and be aware of it.
With the advancement in technology and time, we can see changes in almost every field. Technology has changed our lives in a drastic way. Life has become easy and convenient and one of its adverse effect can be seen in Online Shopping. Online Shopping has replaced the traditional mode of shopping and people seems to adapt it very quickly. There are various sites for online shopping and it has made shopping really convenient and commodious.
With the forthcoming of Internet, online shopping has been referred to, as a website, where the goods or services are sold off directly by means of shopping cart and permitting mode of payment through card system. Also, it contains guiding the business with the assistance of electronic mass media, creating the practice of IT likewise, electronic Data Interchange. In last few years, India too embraced e-commerce as a newer and modern face of business entrepreneurship. Since 1991, after India’s economy was liberalized with an outlook to assimilate through the world economy, the prerequisite to assist over with policy and procedural reforms in international trade has become the basis of countries vocation and monetary policies. Accordingly, past few years have perceived a revolution in technology with the extensive growth of the Internet, along with the application together with other technologies. Now online commerce or electronic commerce as a portion of IT uprisings has become extensively used in global trade as well as the Indian economy.
At present internet can be a great resource for shoppers looking to expand their choices of products to buy and is an invaluable way to save money. Online shopping sites are highly competitive, not only with other online stores, but also with brick-and-mortar competitors. The price-comparison websites makes deal hunting easier and also help guide shoppers to online stores with the best reputations by posting reviews submitted by other shoppers.
Advantages of online shopping include stores offering no shipping charges and free ship-to-store options. Many online stores do not pass on sales tax (unless required by the state) to customers, which can add up to substantial savings for those shoppers who buy primarily online.
There are many other advantages of shopping online like: -
Many a times a deal that looks great falls short of what has been advertised. Online communication is difficult and thus it takes enormous patience and tenacity to get satisfaction. Besides, problem solving face to face with local store employees is often faster and more satisfying. Linking with the next level of management is much easier at local stores than online.
There are many other disadvantages of shopping online like: -
Customers save money and frustration by taking the time to learn the policies of both online and local stores before making a purchase. As well as there are hidden charges like restocking fees at some online and local stores. And besides the restocking fee may increase the longer it takes the shopper to return an item.
Moreover, it takes longer to ship a product back to an online store than it does to return it to a local shop, it might be the deciding factor on where to make the purchase.
Return policies and its small print sometimes states that shoppers must pay to ship products back, even when items arrive with a defect whereas it not uncommon for online store to deduct the original cost of shipping the product from the return invoice. In case if a shopper is uncertain of a purchase they are making, knowing the return policy of the online store might affect their decision to shop locally instead.
Nevertheless, another point to consider is how repairs are handled on the products being purchased. Well it might be easier to return a faulty product to the local store for repair, rather than going through the trouble and expense of shipping it back to an online store.
Going through Customer Service Policies at online and at local stores must provide shoppers with clear answers on all fees and guarantees. Vague policies might lead in customers moving to different stores and thus it results in lose.
Though shopping has become convenient and secure, still there are complaints and cases where we see consumers getting exploited in various ways. Following are some of the ways in which consumer gets exploited.
But there are measures to protect oneself from consumer exploitation: -
Well, these were the traditional ways of exploitation. Even online shopping which claims to be safe and secure isn’t really the same. Customers from worldwide has complaints from online shopping sites that they were cheated by the seller. Nevertheless, there are various websites which claims to give real and good products but turns out to be opposite. And also, at present there are more fake sites which fools the customers and advances money with the promise to deliver the products on time.
Some of the ways in which consumers get exploited in online shopping are as follow: -
Apart from all these, we often get to see cases where in case of online transaction the account details were hacked or also after the payment the goods were not delivered and money was not refunded.
Nowadays there are many fraud cases which comes through online shopping website. At present there are few online shopping websites who want lots of profit by hook and crook. Owners of these websites are just focusing on revenue of the website, which eventually results in cheating consumer by fake advertisement and also, they give bumper offers to tempt the consumer and at the end customers are lured by such offers. Erstwhile excessive bill, defective product delivery, bad customer support, and many more reasons are faced by a consumer.
You can also file a complaint with: -
The Federal Trade Commission at www.ftc.govt/complaint
The respective State Attorney General using contact information at naag.org
In case the above do not work out then you also have an option to file a case in the country’s State Consumer Protection Agency
The Consumer Protection act, 1986 in India is governed by Department of Consumer Affairs, Ministry of Consumer affairs, Food and Public distribution, Government of India. There are many online portals opened these days and day by day number of these portals is increasing.
When a consumer buys product from online portals or other local portals, he /she is not able to see the physical product and thus many companies takes the advantage to make more profit from innocent and unaware customer.
Nevertheless, when a consumer has been a victim of online fraud such as: -
But nowadays consumers are aware about their rights and so they take action against online frauds by complaining to the authorities. It is easily accessible and hassles free and thus actions can be done online also.
If these conditions are not fulfilled, you will not be able to go to Court.
At present, to file a case just go to District Consumer Forum where you can file a complaint by submitting required documents. You can even visit website of National Consumer Helpline.
Online Shopping is both boon and bane at the same time. If used wisely can be of great benefits but on the same hand can be misused also. Consumer needs to be aware about the shopping websites and also the frauds coming up these days. There are various measures to protect oneself from consumer exploitation and thus consumer education is compulsory so that the message reaches to all.