| What to do when things go wrong - Safe Online Shopping Guide by Rachel |
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Shopping online is convenient and offers a great choice of products. But it can also be quite daunting for the inexperienced user, especially when something goes wrong with an order. Here are some steps to take if you experience a problem:
Try to make contact
You should always try to resolve your problem with the seller first. If you used our seller checklist before your purchase, then you should be able to make contact with them in several ways. If you don't get a response by email, post a letter to them. If they dont reply to this, try phoning them. If there is still a dispute, or you still cannot get a response, check the returns policy to make sure you are in the right legally.
Did you pay by credit card
Always try to use a credit card that covers you for online purchases. Don't assume all credit card providers cover you, so call them beforehand. Never pay by bank transfer!
Government Bodies and Legal Action
If you cannot initiate a chargeback with your card issuer, then the last resort is to contact your local government consumer protection service. They will be able to offer free advice and your legal position for the given situation. Depending on your country there is usually provision to take a seller to court over a dispute. Although it sounds daunting, forms can be downloaded from court websites and only a small fee is required to begin the claim. This is recoverable when your claim is successful.
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