There are several things you can do reduce the risk of getting an unpleasant surprise when you shop with any online business.
Before clicking 'I agree' or handing over your credit card details, here are some important questions you should ask yourself. If you cannot answer these questions with confidence, you might be better to choose a different place to shop.
These questions are based on information on the international consumer website www.econsumer.gov. See econsumer for more information about shopping internationally.
If you like to shop on internet auction sites, follow these tips for general online shopping and also visit our page on internet auctions.
Before you buy anything online, satisfy yourself that the trader you are dealing with is legitimate. Reputable traders generally provide contact details, such as a physical address (including the country where it based) phone and fax numbers. This information will also help you contact the business if something goes wrong.
In the case of an Australian business, also look for an Australian Business Number (ABN). You can also check a local business’ details by looking them up in the phone book and contacting them directly.
Satisfy yourself that the goods described or pictured on the website are exactly what you want, or you might end up with something different! If there is any doubt, confirm the details with the business before you pay.
You have a responsibility to read the terms and conditions of your sale agreement. You may need to click on a link which will take you to a separate page, but you should be able to find the terms and conditions easily.
The terms and conditions of your sale agreement should be clear. They should include information such as:
whether your purchase is covered by any extra warranties or guarantees
whether the business has a cancellation and return policy
what options you have if the product you choose is not available.
In online transactions, you usually 'sign' the contract by clicking on an 'I agree' or 'I accept' button.
Print out any forms you have filled in and keep copies of any email correspondence as a record of the offer you have accepted. If there is a problem, you will need to prove the terms of your contract with the business.
Make sure you know the total cost of your purchase.
Does the total price include delivery, insurance and handling costs? Are there any ongoing fees? Do not agree to any open-ended charges against your credit card.
Are there any taxes or duties? Customs duties apply if you import goods worth more than $1000. Visit the website of the Australian Customs Service for more information.
What currency is being used for the transaction? Even an Australian company might list prices in US dollars.
You should do what you can to satisfy yourself that any online payment you make is secure. Companies that offer secure payment will tell you so before you start to provide your credit card details.
If you are on a secure page, a 'key' or 'lock' icon will appear somewhere on your browser window, or the web address will begin with https//: (instead of just http//:).
Unfortunately scammers may be able to reproduce symbols to give you the impression that a fake website is secure. If you have doubts, it is safer not to proceed.
8. What happens if I am not satisfied with my purchase?
If there is a problem with your purchase your options will depend on several factors, such as:
whether the seller is based in Australia or overseas—purchases from Australian businesses are covered by laws that may not apply to overseas transactions
whether a fault is covered under a warranty
whether the seller has a return or exchange policy.
Australian traders, including online sellers, are legally required to provide goods and services that meet certain standards. If they do not meet these standards or your consumer rights have been breached, you may have the right to seek a refund or replacement.
Many businesses have their own customer service policies which go above and beyond these legal obligations. You should be able to find details of these on their website, or contact the business.
The privacy of your personal information is an important consideration when shopping online.
If you understand how a business will use your details, it could reduce your chances of ending up on ‘spam’ mailing lists, or other unwanted breaches of your privacy.
The Office of the Australian Privacy Commissioner recommends the following steps to protect yourself when shopping online:
only conduct business with sites that have detailed privacy policies explaining what information the business keeps and how it is used
install software that protects your private information, such virus and anti-spyware programs, 'cookie' removers, and firewalls
do not agree to further contact with the business when filling out forms online, unless you want to receive more marketing material
only give as much information as you are comfortable with
use an anonymous web-based email account when using the internet, to prevent spammers getting your personal details.
10. Have you taken steps to protect yourself from online scams?
Unfortunately, the internet is not free from scams and scammers. Some scams are especially designed to take advantage of the way the internet works.
Stay one step ahead of the scammers. Visit our SCAMwatch website to learn more about online shopping scams and other scams that target you or your small business. You can also find out more about how scams work and how to protect yourself. You can also report scams to us and other government agencies via SCAMwatch.
For information on scams to look out for when online, go straight to the internet scams section of SCAMwatch.
