How to protect citizens when making online purchases?

In the context of the pandemic and restrictive measures, the field of e-commerce and online services has developed rapidly. And here the consumer rights of citizens are often violated.

In 2020 alone, 689 people complained to the Consumer Protection Committee about the actions of online stores and unfair provision of online services. As a result of the measures taken, 13.2 million tenge was returned to consumers.

In the first quarter of 2021, 265 Kazakhstanis have already applied to the KZPP, who were returned about 800 thousand tenge.

Alikhan Shakenov, Head of the Analysis and Monitoring Department of the Consumer Protection Committee of the Ministry of Trade and Integration of the Republic of Kazakhstan, spoke about one of the typical examples:

- A resident of the city of Shymkent was refunded money for low-quality goods purchased on credit through the application of one of the Kazakh banks.

And yet, according to the expert, " the reasons for such violations are the low level of legal knowledge and obligations in disputes with sellers."

Most often, consumers complain about the lack of the possibility of exchanging or returning the product, since its order was made through social networks.

Also, Kazakhstanis complain about the low quality of goods, the lack of an opportunity to check the product before full payment.

- Unfortunately, there are facts about the deliberate evasion of sellers from registering with the state revenue authorities. The purchase of goods from such entrepreneurs is a risk of losing money. As a rule, this category of sellers sells goods of improper quality, without the necessary information about the manufacturer, seller, certificates of conformity, etc., - said the representative of the Committee for Consumer Protection.

In addition to violating consumer rights, Kazakhstanis often fall for the tricks of scammers. Their main field of activity is social networks, through which they offer various products and services.

In fact, the scheme of deception is simple – the attackers ask citizens to send an advance payment, after which they do not answer phone calls, and the product or service is not delivered.

Alikhan Shakenov gave many such examples:

- A large number of people are deceived by the services of cosmetology. Due to the fact that the amount is large (from 200,000 tenge), our fellow citizens issue loans and sign a contract, after which services are provided several times or not provided at all. Similarly, there are not bona fide entrepreneurs who offer a service for the manufacture of furniture.

In this regard, the Committee on Consumer Protection asks you to follow the following recommendations when buying goods and ordering services on the Internet:

- if you are offered them at a price significantly lower than the market price, then you should ask for information about the product (certificate of conformity, certificates) and the seller (state registration as a business entity, etc.);

- you need to buy the product only on the official websites of the stores.

- do not make an advance payment for unproven services or non-received goods;

- demand a product and fiscal receipt from the seller.

In addition, look for additional information on the Internet about the seller, as well as customer reviews. At the same time, the presence of only positive reviews should alert and raise doubts. It is completely irrational to trust such comments. They can be custom-made or fictitious.

- Be vigilant, take care of your finances, health and improve legal literacy, - the specialist of the KZPP addressed the Kazakh consumers.

Also for information, we inform you that the Committee is currently developing a draft Concept for legislation in the field of consumer protection, which will provide for additions to strengthen the protection of consumer rights in electronic commerce.

Therefore, citizens are also invited to participate in the discussion of the draft Concept. You can get acquainted with the draft Concept on the website of the Committee for Consumer Protection.