Consumer Focus

Online Holiday Shopping

Are you one of those folks hoping to avoid crowded malls by doing most of your holiday shopping online this year? But you're concerned about late deliveries or other potential problems? Good! It pays to be careful wherever you're shopping. You still need to know where to buy, what you're buying, and to keep good records. As you surf 'n shop, the following are some tips to help ensure that you'll have a happy and safe shopping experience, get your gifts in time for the holidays, and know how to resolve problems that may come up.

Privacy

Nervous about hackers breaking into online retailers' transaction records, the release of your credit card information, or identity theft? It's always wise to be careful about how you're using your credit card, and there are steps you can take to ensure that your transactions are secure and your privacy protected. When visiting an online retailer's web site, check out their security policy statement. Good privacy notices, at a minimum, will let you know how the company protects your privacy, how it will track your purchases, and if and how your personal information is shared.

If you'd rather not use your credit card, in some cases online retailers may offer an "electronic cash" option which is a form of electronic currency that can be purchased and downloaded to your computer, similar to "having money on account." In other cases, your credit card issuer might issue a "single use" credit card number that allows you to use your credit card without using your real account number, protecting it from hackers or dishonest employees of the retailer.

Other Resources

For more information about online shopping, check out these resources on the World Wide Web:

• Consumer Action Handbook
• Dot Cons
• Internet Auctions: A Guide for Buyers and Sellers
• Shop Safely Online
• Site-Seeing on the Internet

• Publications available for ordering from the Computers Page
• Publications available for ordering from the Money Page
• Publications available for ordering from the "And More" Page

Web Sites*:

• Consumer Action Web Site
• Federal Deposit Insurance Corporation
• Federal Trade Commission
• National Consumers League
• Internet Fraud Complaint Center
• National Fraud Information Center
• Privacy Rights Clearinghouse

*If you click on these links, you are leaving our web site. Please bookmark us before you leave so you can return easily. We are not responsible for the content of these web sites.

Tips for Online Shopping

1. Know who you're doing business with. Do you recognize the name of the online retailer or know its reputation? In many cases, your favorite "bricks and mortar" retailer probably operates a web site offering similar products or services. Do you have any friends or family members who have used the same company and if they were satisfied? While visiting the web site, be sure to note whether the company indicates its physical address and phone number (not just an e-mail address) in case you need to contact them. Check out their privacy policy-will your name be sold to others? And look for sellers who participate in programs that encourage good business practices such as those sponsored by the Better Business Bureau.
2. Get all the details before you buy. When comparison-shopping, check with several online retailers. Consider using a shopping robot to help find the best price online. When checking prices, be sure to calculate the full cost of the transaction, including the total price of the item and applicable shipping and handling charges. Be sure to note the delivery time. If you're asking for express shipping, verify the shipping method to be used and any extra charges. Sellers are required to ship items as promised within 30 days after the order date, when no specific date is promised. Be sure to read the complete item description; warranty information; return policy; and what you should do if there's a problem.
3. Print and save proof of the transaction. You might need to refer to these if you have a question or a problem later on. Be sure to keep the item description, promised delivery dates, and charges. In many cases, the retailer will assign some sort of a transaction number to your purchase. Archive and print any e-mails the retailer may send you regarding the transaction.
4. Use your credit card. It's the safest way to pay. It gives you legal rights to dispute charges for goods or services that were never ordered, never received, or misrepresented.

Problems

One of the most common online purchasing problems is purchases that don't arrive in time. Of course, you shouldn't wait until the last minute to do your online shopping. No matter how reputable the company is or the guarantees it makes, sometimes delays happen or stock runs out. If the company is unable to ship as promised, it must provide you adequate notice promptly and give you a revised delivery date. You must be allowed to agree to the delay or cancel the order and get a refund. If you're not happy about a transaction, you should complain to the retailer using the address or phone number you kept from your transaction receipts.

We will not retain or use this information for any other purpose.

For more information on other popular consumer issues check out our Consumer Focus Archive.