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Online Store: Consumer Rights and Seller Responsibilities

Have you noticed that we have become much bolder in our online purchases? Now we don’t take risks by buying covers with Aliexpress for 30 rubles, but we fully order food, equipment and clothes for ourselves at home. The level of online stores is growing – along with it, the average customer check and the number of violations in this area are growing. In a new article, we give advice on the operation of online stores that will be useful to both buyers and sellers. Buyers will learn how to protect their consumer rights, if necessary. Sellers will understand what nuances should be taken into account when opening their online store, so as not to fall “under the hot hand”

Buyer Rights

You can return almost everything. Except for individual orders and groceries. For example, you already have a portrait of your entire family painted with a dog, or you ordered furniture for an individual design project. As the Law on Consumer Protection teaches us, “A consumer does not have the right to refuse a product of good quality that has individually defined properties if the specified product can be used exclusively by the consumer who purchases it.” In other cases, the rule applies: the buyer can not touch the goods and make out “in kind” at the time of purchase. Therefore, you can refuse to purchase, return the goods and receive your money at any time – without explaining anything to anyone.

Also, when buying online, the list of non-returnable goods does not apply. This is textiles, and medicines, and personal hygiene products … The list is rather big, but it only works with offline purchases. In the online store you can order anything and safely return the goods if you change your mind.

Follow the order and terms of return. In a good way, the seller must notify you of the return procedure. Then you will have as much as 7 days from the moment you receive the goods to return it. If the seller has not done this, the term will increase dramatically to 3 months. As for the order – follow the general rules. No need to cut factory labels, dirty and broken goods, discarded packaging with a barcode and receipt. By the first part, I hope there are no questions, but with a check it is much easier to return anything. By the way, if suddenly you already managed to throw it out – it’s okay! You have a ton of other confirmations of purchase: starting from the electronic check that the seller sent you by email, ending with your personal account.

Pay for shipping. The seller must return all the money to you. Everything except shipping. In any case, he paid for it, even if you “ordered goods worth more than 10,000 rubles and received delivery as a gift.” If you have already received the goods, you will also pay for the delivery back to the seller. Well, or get to it if the store has an offline representation in your city.
Seller Responsibilities

If you decide to open your online store (or you already have one), then do everything right. Spend a little more time on the product card or packing the order, but do not give customers a reason to complain about you from the point of view of the law. It is especially important for Internet business to keep a face – not everyone has an offline point with regular customers. Remember that consumers (and they are different) have a serious trump card in their hands – the law that protects them as much as possible.
Write about the product all the information you find. Describe the product in detail. Thus, you will deprive buyers of the opportunity to find inconsistencies or accuse you of providing them with incorrect information about the product or not providing it at all.

In the product card, the buyer should read:
consumer properties of the goods;
place of manufacture;
service life / shelf life;
terms of purchase, payment and delivery;
warranty period;
the period during which the proposal to conclude a contract is valid.
Do not forget about the buyer after ordering. It is not just a purchase. After the person made an order in your online store, you must send him all the rest of the information – you can mail, you can SMS. And here is what exactly:

seller name, address;
Name of buyer / receiver;
address to which you deliver the goods;
information about the product itself – name, article, brand, number of items (if it is a kit);
cost of goods;
delivery information – time and cost;
buyer’s obligations (sew in a separate document or link so as not to spoil the letter).
You can also include information on the return procedure here. Or print this information on a separate form, which you will invest in each order.
When money needs to be returned … Suppose that the buyer still decided to use his right to return the goods. He should already know how to do this – he should have information about the seller’s address, working hours, the maximum period during which he must return the goods, the time and procedure for returning the money he paid you. Inform him in advance that it is desirable to preserve all the consumer properties of the goods and the appearance – the buyer should know that he will have to handle the goods with extreme care.


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