Online shopping has become quite popular. Of course, they have a number of advantages, for example, the ability to purchase a thing without leaving home. However, the question arises as to where to file a complaint with the online store if the paid product has not arrived at the address or is defective. Due to the fear of running into scammers and losing their money, many are forced to abandon purchases through the Network or restrict themselves to goods with low cost. However, it’s quite possible to return the funds. For this, it is necessary to know that the consumer protection is protected by Rospotrebnadzor.
Advantages and Disadvantages of Online Shopping
First of all, you should understand what are the pros and cons of using online stores. The pluses include:
- speed of ordering;
- the possibility of delivery to the apartment;
- lack of dialogue with strangers in the person of sellers and consultants.
The main disadvantages of this type of shopping traditionally include:
- the inability to check all the qualities of the product (try the fabric by touch, find out the aroma of perfumery and so on);
- the ability to deliver low-quality goods;
- Inconsistency of the product from the picture with the real product;
- in some cases there is no possibility of payment after receipt.
Choosing an online store. How not to run into scammers?
If the consumer has decided that online shopping is more convenient for him than a shopping trip, you need to carefully choose the supplier. In order not to later wonder where the complaint should be directed to the online store, you need to study the site itself. First of all, you should pay attention to the page with the details. Despite the fact that purchases are made from a computer, the legal address of the organization must be displayed on the site. In addition, it is desirable to have contact numbers by which you can contact the seller.
The second step is to study reviews of a potential seller of goods. To do this, refer to third-party resources. No need to be lazy and view only the first pages of search queries. If there was a fraud on the part of the online store, then this will certainly pop up on any forum or site for reviews. It is also worth paying attention to the possibility of returning the goods, as well as methods of payment. Good stores offer to pay for purchases already upon their arrival and check. This helps to avoid problems when the product simply does not arrive at the address or is very different in quality from the promised product.
Lack of goods in full payment
What is the reason for filing a complaint about an online store? How to understand whether fraud is an action carried out by such a resource? First of all, it allows you to file a complaint about the lack of goods for which money was paid. If the seller promised to send the goods, demanded to pay part of the cost or the full amount, but in the end the product was not delivered, this action can be considered fraud. The complaint about the online store in this case is fully justified.
However, it is best to contact the seller first. If the problem arose due to the courier service or mail, the conscientious supplier will try to resolve the issue as soon as possible. If contact with representatives of the online store is not being established, then we should proceed to the preparation of such a document as a complaint about the online store to Rospotrebnadzor.
Refusal to return goods is another reason for complaint.
Under the law, goods of inadequate quality can be exchanged for a similar product without marriage or for cash. However, if the goods arrived by mail and obviously differs from the expectations of consumers, can this serve as a reason for the return of products? Yes maybe. If the product does not meet the characteristics indicated on the website, then the consumer has the right to demand a refund for his purchase. Of course, the product is returned back. In case of refusal of a refund, the consumer can begin to draw up documents for Rospotrebnadzor. The complaint about the online store will not be left without attention and will be considered.
How is a refund made?
It should be remembered that if the product for some reason did not fit, then within fourteen days it can be returned back, but provided that it was not used. This can happen if the consumer made a mistake with the size of clothes or shoes, changed his mind regarding the purchase.
If something like this happened, then the money can be returned. However, it is worth remembering that this does not apply to all products. For example, medicines are not refundable. However, there is an exception for online stores. Since the consumer does not have the opportunity to familiarize themselves with the quality of underwear or hosiery in advance, it is quite realistic to return them when buying online. However, when returning in this way, the goods are shipped to the supplier at the expense of the consumer.
If the seller refused to refund, you can file a complaint with the appropriate authorities. For this you need to record the fact of failure. It is necessary to send a letter according to the details, and it does not matter - this is the mailing address or email. The letter should describe the problem and request a refund. Store response must be saved.
Where to complain? Effective methods
First of all, consumer protection is protected by Rospotrebnadzor. This organization does not distinguish between purchases on the Internet or the usual retail outlets. A complaint about an online store sent to this organization will not go unanswered.
Where to go with a complaint to the online store? If the complaint to Rospotrebnadzor seems too complicated, or the amount that the scammers got is small, then you can also contact a number of servers that block malicious sites. The appeal to representatives of "Yandex" or "Google" will also help. If the money was transferred using payment systems, then you can file a complaint with the management of these browsers. It is likely that the attacker's wallet will be blocked.
Drawing up a complaint to Rospotrebnadzor: a package of documents
How to write a complaint about an online store? The following details must be specified:
- To whom the complaint is sent, namely the territorial department of Rospotrebnadzor.
- Passport data and contact phone number of the buyer.
- Online store data.
- Description of the transaction, preferably with the dates of the transfer of funds and delivery of goods, if any. It is also worth noting that the store refused to return the funds.
- Please directly understand this issue.
- List of documents confirming the fact of the transaction.
- Signature and date of complaint.
What documents are needed?
To return your funds with the help of special organizations, you need to prove the fact of the transaction. To do this, you must attach the available documents. These include payment documents, receipts, printed stories about the transfer of funds to the store’s online wallet, and so on. It is also worth attaching a copy of the letter to the seller’s representatives and their response with a refusal. You can also attach photos of goods of inadequate quality.
Copies of documents along with the written complaint are submitted to the department of the Federal Service for Supervision of Consumer Rights Protection and Human Welfare, where they are registered. The complaint itself is made in duplicate. Within a month from the date of registration, the claim must be considered.