Shop Safely Online

Online shopping offers many advantages, from lower prices to exclusive items not available in Singapore. But there are risks, like non-delivery of goods or non-refund of damaged goods. A few simple practices can prevent you from becoming another sad statistic.

Where you can buy from

• Big, well-known online retailers like Amazon.
• Online auction sites like eBay.
• Smaller, less well-known operations.
• Other online users, like from Web forums.
• "Sprees" or mass orders, where a person coordinates a bulk purchase to try and get discounts.

The risks

• Buying goods that do not get delivered.
• Goods received don't match the description.
• Delays and hassles with online purchases.
• Poor after-sales service.
• Misuse of your credit card details.

Do your research and only deal with reputable sellers

• Check forums, seller feedback channels and consumer organisations to find out what others say about the seller, especially when buying from individuals.
  
• Do a search for the seller's physical address, telephone number and other contact details.
  
• Don't judge a person or company solely by their Web site or his online "personality".
  
• Read the fine print, and in some instances, click the links describing the purchase agreement.
  
• Be especially cautious, when buying from a foreign retailer or someone overseas. Know the retailer or seller's return policy. Issues to look out for include
• What happens if purchased items are not received?
  
• What is the timeframe in which a buyer must contact a merchant and return the items?
  
• Will the merchant offer a full refund or a merchandise credit?
  
• If an item has been opened, can it be returned?
  
• How will refunds be handled for returned items?
  
• What buyer protection programmes does the site offer?

Making payment

• Check that the payment Web site is secure before you enter your credit card information. Look out for a padlock symbol in the bottom right of the browser window and a Web address beginning with "https://". Also watch out for warnings, like those about expired certifi cates.
  
• Click on the padlock to check that the seller is who they say they are and that their certifi cate is current and registered to the right address.
  
• A secure Web site isn't an absolute guarantee of safety - it says nothing about the business's other ethics, like refunds orexchange policies.
  
• Consumers can look for third party seals that accredit sites with safe handling policies and procedures such as the VeriSign or TrustE logos. Also, look for logos of credible payment providers, such as PayPal, which never require you to share your credit card information with the seller when you make a purchase online.
  
• Money transfer services are designed to send money to a friend or relative in need, not as a payment vehicle when buying online. Services like Western Union and MoneyGram warn consumers against using their services for online shopping and transactions because they offer no recourse if something goes wrong.
• What buyer protection programmes does the site offer?

Use your common sense and keep your guard up

• If a deal looks too good to be true, it probably is. Cross-check information on the Internet and see if anyone else has had problems.
• Buy from reputable companies.
• Keep your computer protected via updated patches, anti-virus and fi rewall software.
• Until the transaction is complete and even after, keep all correspondence between the seller and yourself so you can produce it in case of a dispute.

If things go wrong

• Contact the seller to see what has happened.
• If there is a third party involved, for example you bought the items from an auction Web site or a Web forum, contact this third party for assistance.
• If you paid with a credit card, call the bank to see if the paymentcan be halted or reversed.
• If you paid another third party payment provider, such as PayPal,contact them directly or visit their Web site to learn how to file aclaim or see if you are covered under a buyer protection programme.
• Make a police report, and remember to bring all your correspondence with you.
• Consumer watch organisations like the Consumer Association of Singapore (CASE) can help mediate a solution.
• You may wish to engage a lawyer to pursue the case for you if you believe you have a case and a clearly identified seller, but be warned that this is an expensive process and there is no guarantee it will work, especially if the seller is overseas.