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Online Shopping: Reading the Fine Print
Terms of Service Agreement
Have you ever scrolled through a Terms of Service (TOS) Agreement online and clicked “I have read and agree”? Nobody enjoys reading the fine print.
But when shopping online, one of the best ways to avoid problems is to be fully informed. There are at least 8 common terms that may be outlined as part of your purchase agreement. Pay attention to these terms before you order, especially for a big-ticket item likes a new computer.
Is there a cancellation policy?
Some merchants charge a “restocking” fee for a cancelled order, or set a time limit.
How about a return policy?
Can items be returned for refund or exchange? Is there a warranty and what are its terms? Is there an additional manufacturer’s warranty? Is the warranty full or limited? Will damaged items be refunded, repaired, or replaced?
Is the shipping and handling a flat fee or a per-item fee? Will your account be charged at the time of order or the time of shipment? If you return an item, who pays the shipping?
Is the product advertised “as is”?
Are there limitations of liability? You might incur significant damages as a result of product failure. Can you receive compensation for those damages, or are you limited to the value of the original product?
Do you have the right to sue?
Many agreements specify that disputes go to arbitration or mediation, usually in the same state where the business (NOT the consumer) is located. Others specify which state law will decide the dispute, and whether or not there is a time limit for lawsuits.
What if the product is damaged?
You need to inspect the shipment as soon as it arrives, and promptly report any damage in detail.
Is the seller complying with the 30-day rule?
FTC rules require shipment within 30 days of the order. If the seller is unable to ship within that time, the buyer must be notified and given the option to cancel the order for a full refund. A merchant who violates that law may be fined up to $16,000.
When shopping online, help yourself avoid unpleasant surprises. Read the fine print.
Saying “No, Thank You” To the Cookies
We like our privacy. And sometimes we’re painfully aware that much of what we do online isn’t private at all. It’s disconcerting to be typing an email and suddenly realize that all of the ads on the side of the screen have changed to coincide with the topic of the email. Or to make a repeat visit to a website and be greeted by your first name. (Some marketers would say this is friendly personalization. I think it’s just creepy.)
Many websites are designed to insert a small file—a “cookie”—onto your computer. These cookies help identify you to the website, and may be required to use the site. Others retain information so you don’t have to re-type it every time to visit the site.
Still others track your searches and the sites you visit. They may even be able to glean your email address.
You can limit or prevent the use of cookies by changing the settings in your Internet Options. Or you can search “disable cookies” for specific instructions for your browser.
Not all cookies are bad. If you use online banking or bill paying services they may help you do business more quickly and safely. Some sites will remind you that you need to have cookies enabled to use the site.
You can visit websites without disclosing your identity.
There is no law preventing businesses from gathering or disclosing information about shoppers. Surveys have consistently shown that privacy is one of the top concerns when shopping online.
I like online shopping. I can shop for anything at 3 A.M. without driving forty miles. But I do think about the things I buy. And when I need bead bags, I buy them for cash at Wal-mart.
Here are 5 steps you can take to help protect your privacy online:
1. What information is the merchant collecting?
2. Is the information necessary to the transaction? For example, why does he need your mother’s maiden name to ship you a mousetrap?
3. How will the merchant use the information?
4. Will the merchant sell or share the information?
5. Does the merchant post a privacy policy?
Being aware of privacy issues can help you to say “no, thank you” to cookie monsters.
Online Shopping Problem: Who You Gonna Call?
Online shopping is quick, convenient, and usually reliable. But what if there’s a problem? For U.S. consumers, there are a number of options.
Begin with the information on the website. Look for a customer service or contact email. Be prepared with all the information on the problem. If you call a telephone number, be sure to get the full name of the person you speak to and keep notes of dates and outcomes. Ask for more than you’d be willing to accept in order to make room to negotiate a compromise. Allow the merchant a reasonable time to respond.
If the business is in your immediate area, many T.V. stations offer help to consumers to resolve problems. Be prepared with detailed notes.
Business Bureau
The Better Business Bureau can help to resolve complaints. If there’s no physical address location on the website, try doing a “Whois” search to find the address of the domain’s owner. Then contact the nearest BBB to his location.
You may be able to pursue legal action with or without an attorney in small claims or civil court. Again, this works best if the business is located in or near your region. You may pay more in legal fees than you’d recover in a lawsuit.
Attorney General
You can also contact the Attorney General of the business owner’s state. Links to all Attorneys General are listed at naag.org.
The Federal Trade Commission offers helpful tips to help prevent identity theft. The FTC also maintains an online database for Internet related complaints. You can report spammers and scammers at ftc.gov.
Spam email and phishing emails can be forwarded to spam@uce.gov. Phishing emails can also be reported to reportphishing@antiphishing.org.
And you can report computer criminals to the FBI at www.ic3.gov.
Finally, if you are a U.S. citizen with a shopping complaint for a website outside the U.S. visit: www.econsumer.gov/english.
Aside from these, there are dozens of websites dedicated to helping consumers. Research these sites to register your complaint and find tips to help resolve it.
The best way to prevent problems is to exercise caution when shopping online. Using your common sense when shopping can prevent most problems before they happen.
None of Your Business!
You’re being watched. When you enter a search term, fill out a profile, or order a freebie, someone is watching. And not just online. When you use your customer discount card at the grocery store, a computer is recording what you buy—ostensibly to help the store track inventory, but also to deliver you customized coupons and offers for similar products.
Spam
There are some things that web forms ask for that makes one want to reply “none of your business!” Unfortunately, in too many cases, collecting such information is exactly the business these websites are in.
And then they sell it to other businesses to send you “targeted” offers. Spam.
That’s been happening for years. And if you don’t believe me, just answer a few magazine classified freebie offers and use a different middle initial each time. Then start watching for the different initials in your junk mail! And they do it because it works. Because people respond to “offers” by “buying”.
But online is different. It seems even more intrusive to receive spam email than to receive a mailbox full of catalogs and flyers. We worry about what information is being collected and how it’s being used. Once it’s in someone’s database, it’s subject to all kinds of interpretation.
If I buy tiny plastic bags to hold beads, will that purchase signal “drug dealer” in someone’s database?
I’d like to think that store that wanted to know my birthdate is planning to send me a gift card for my birthday, but the avalanche of life insurance emails in the interim tells me otherwise.
Many Source of Shopping
So what can we do about it? Well, for one thing, we can realize that most products online are available from more than one source. And if a seller asks too many personal questions, we can click the little x up in the corner, take our credit card, and go elsewhere. Despite what the website reads, the fields marked with an asterisk are NOT mandatory. And since there’s seldom an option to click to say “none of your business”, we can say “none of our business” and leave.
Online Shopping: Who Can You Trust?
When you’re shopping online, you aren’t meeting face to face with a living person. So how do you know who you can trust? There are a number of things you can do to find online merchants you can trust.
Trusted Big Company Name
First, you can do business with big name companies like Amazon. While every business can have a problem or complaint, the businesses that grow and succeed are the ones who solve problems and resolve complaints on the few occasions they occur, while building a reputation of quality and trust the majority of the time.
You can (almost) safely deal with a stranger through a company you trust. An example of this is eBay. By using buyer and seller feedback and designing a procedure to protect both parties, eBay helps make buying and selling safe.
Is the seller located in your country? While it is exciting to get a package from across the pond, it’s easier to resolve a problem if everyone is on the same shore!
You may be able to find out more about a seller’s reputation by checking with the Better Business Bureau or Attorney General (U.S. businesses) in the seller’s home state.
If you’re on a small business website, look for an “about” or “contact” page to find the physical address of the seller. There should at least be an email contact address. You can do a “whois” search to see who owns the domain and where it’s located.
Google Search
You can also do a Google search to see if other customers have praises or complaints about the business. Don’t be scared away by one flaming blog post, but look for patterns—if fifty people say it’s a scam, it probably is.
Depending on what products you’re looking for, you might place a small test order to see for yourself if the product is as advertised, delivered on time, etc.
And, just like the “real” world, you can ask other people for advice. The Internet is full of forums, chat rooms, and blogs where you can post a request for information.
Some of those strangers are friends you haven’t met yet. Friends you can trust.
Shopping Online: How good are the Products?
When many people start shopping online, one of their biggest concerns is product quality. Is the picture accurate? Is the assembly sturdy? We’re used to touching things before we buy, and looking at a picture just isn’t the same.
A lot depends on what it is you’re buying
If you’re buying something like memory cards or AAA batteries, it is what it is. You can check the brand—is the battery a Duracell, or an Eveready? (Be sure to read closely-“Eveready” pictured in a familiar-looking red and black package might not be a typo but a sneaky counterfeit.)
What does the description say about the product? Some claims are mere puffery. “Five pounds of the best tasting fudge in the South” has to weigh at least five pounds. But it doesn’t have to taste good.
How reasonable is the price? Too low is just as suspicious as too high. Too low prices can indicate inferior, stolen, or counterfeit merchandise. If you don’t understand a term, look it up. Brand name or designer merchandise is often counterfeited and sold as genuine.
Does the seller offer a guarantee, a warranty, or a return policy? Read the fine print. If you have ten days to return from the date of the order, and it takes twelve days to ship…you get the picture.
Shipping and handling costs
What are the shipping and handling costs? Especially on small electronics at eBay, you can find a fantastic low price—combined with an outrageous “shipping and handling” fee. Look at the TOTAL cost of the purchase, including shipping.
What do other people say about the seller or the product? Do a quick Google search to read forum and blog postings. You may find the product isn’t something you’d want. Or you may find a better alternative.
Trust your instincts. There may be something about the website that makes you feel suspicious. If so, don’t buy the product from that website or seller. You can probably find it elsewhere at a comparable—maybe even better—price.
Whether you’re doing in-person brick and mortar store or online shopping, not all products are created equal. But if you exercise common sense, you’ll probably find just what you’re looking for at the right price.
Online Shopping: The Safest Way to Pay
The single biggest worry people have about shopping online is security. There are many different ways to pay for online purchases, and some are safer than others.
Electronic Check or Debit Card
One option is to pay by electronic check or debit card. This is probably the least secure of the options, because it could give a thief access to your bank account. Think about how easy it is for you to pay a bill by phone. All you need is the bank routing number and your account number.
The other common option is to pay by credit card. This is often touted as the safest option, because of built in protections against fraud. A loss limit of $50 and procedures to dispute false charges or unsatisfactory purchases are factors that can make a credit card the best choice for online shopping.
Some retailers, realizing that shoppers may not feel comfortable entering credit card information into a web form, offer the option of placing credit card orders by phone.
First, the best card is one with a low limit, and preferably only used for shopping online. Pay special attention to charges to that card, and don’t hesitate to question anything that looks out of place.
Some banks monitor credit card use and flag any charges that don’t fit the usual pattern. While it may be a bit annoying to verify actual charges, it would be a lot more annoying to pay someone else’s charges.
Safe Online Shopping
Some banks offer “one-time-use” credit card numbers specifically for safe online shopping.
Finally, online payment gateways like PayPal offer both flexibility and security in online transactions. While ordering direct from the merchant means each merchant has your credit card information, you can buy from fifty different places with PayPal and the only place that has your credit card information is PayPal.
And most online retailers accept PayPal along with regular credit cards.
No matter how you choose to pay for your online purchases, read your statements carefully and clarify anything you don’t understand. And stay safe out there!
Online Shopping: Ways to Keep More Money in Your Pocket
Online shopping can help you find great values in everything from electronics to cookie cutters. With online shopping getting safer all the time, more and more people are discovering fun and savings. By following these simple guidelines, you can save even more.
Price Matching Policies
Look for price matching policies. While this is more common among brick and mortar retailers, you may be able to negotiate. Look for phrases like “guaranteed lowest price” or “won’t be undersold”. When in doubt, ask!
Don’t get too caught up in the excitement of finding a bargain. “Buy one get one free” isn’t a bargain if you won’t use the second one. But if you do find a great deal, don’t wait too long to take advantage. If the airline is offering a 2000 mile round trip for twenty dollars to help fill the plane, and you want to take the trip, buy the ticket today. It probably won’t be available tomorrow.
Double check pricing
Everybody loves a deal, but be suspicious if the price is too low. The products could be poor quality counterfeits or stolen. These are online shopping websites that can help you compare prices: Bizrate, Shopzilla, Froogle, and Pricegrabber.
Watch out for the details. Does ordering at low prices require you to “join the club” and commit to monthly membership fees? (Be especially alert if the club that advertises such a wonderful selection at such low prices says everything you want to order is “out of stock”). Be sure to look for shipping and handling fees—some retailers will offer an item for a ridiculously low price with shipping costs that bring the total up to more than the regular retail price with reasonable shipping.
You can search online for coupons by either product or store. Do a Google search for “coupon” or “promotional code”. You can also go to 247malls or Monkeybargains to search by store or product category.
Finally, cashback sites like Ebates, Butterflymall, or MyPoints can earn you cash bonuses or gift points for shopping online. And that keeps more money in your pocket!
6 Steps to Secure Online Shopping
Statistics show that the single biggest worry most people have about shopping online is security. These simple steps can help assure you a safe online shopping experience.
1. Research the site before you order
Look for an “about” or “contact” page that gives information about the business. At the very least, you need email contact information. You may want to do a “whois” search on the domain to learn who owns it, and where they are located. Look for third party seals of approval.
Some popular off-site options to research a site include Epinions, BizRate, the Better Business Bureau, and TrustE. You can even Google the business name to see what other people are saying about it.
2. Look for and read security and privacy policies
Be cautious about giving personal information to a site that doesn’t have a posted policy about disclosing information to third parties. Some freebies, special offers, and surveys are scams to collect marketing information.
3. Pay attention to your browser window
Browser filters like the Phishing Filter in IE7 or the SmartScreen Filter in IE8 can warn you if a site has been reported as a phishing site, and block it. Your browser window will display an unbroken key or closed lock to indicate SSL protections, and secure order pages will have a url that begins with “https”.
4. Beware of electronic signatures
Because the E-Sign Act (Electronic Signatures in Global and National Commerce Act) allows a signature process that may be as simple as clicking a checkbox (without traditional fraud protections), be especially cautious with e-signatures.
5. Use safe passwords
It doesn’t do any good to choose a complex password if you have to write it on a Post-it stuck to your monitor. Don’t use the same password for all your online activities. Create a memorable password by using first letters of a title, song lyric, or even a family story like SCbtrdsC1958 (Santa Claus brought the red dancing shoes Christmas 1958).
6. Pay safely
Using a check or debit card can expose your bank account to theft, so most experts advise using a credit card to pay online. Liability is limited to $50, and there are fraud protections in place. Add another layer of protection by using your credit card with a service like PayPal.