You can order
all kinds of products and services from the comfort of your own home using
the telephone, mail, or a computer. Common problems encountered with these
kinds of purchases are delayed delivery, out-of-stock items, incorrect
items shipped, damaged items received and price changes. These tips will
help you avoid problems, and resolve difficulties you do encounter. For
more information, see Your Rights: 3-Day Cooling-Off Rule.
• Hang up or close the
door if you are told you must decide immediately or the price will increase.
• Check that the seller
has all the appropriate licenses. Contact your local or state consumer
protection agency and the Better Business Bureau to check the seller’s
complaint history.
• Do not do business
with an unfamiliar company whose only address is a post office box. The
company may be nothing but a mail drop that will give you little or nothing
for your money and will be difficult or impossible to locate if you have
a complaint.
• Consider whether the
item comes with a warranty, and where you’ll get follow-up service
if you need it. Some sellers don’t have the expertise or facilities
to provide service for the goods they sell.
• Check the seller’s
return policy. Can you return the item for a full refund if you’re
not satisfied? If you return it, are you required to pay shipping costs
or a restocking fee?
• Ask whom to contact
if you have any questions or problems. Write down the company name, along
with contact information (mailing address, website, e-mail address and
phone number).
• Make sure the total
price is correct, including shipping, handling and taxes. Will the seller
pay to insure the shipment, or is it your expense? Coupons and other discounts
should be properly deducted.
• Keep other transaction
details. Record the item you ordered, date, amount you paid, and how you
paid (check, money order, charge, etc.). Save information you were provided
such as product description, delivery date, cancellation policy, privacy
policy, warranties, and the purchase confirmation the seller gives you.
• Use a credit card
to pay for your purchase. This gives you the right to dispute the charges
if there is a problem. Never send cash – you won’t have proof
of payment. See Resolving Credit Problems.
• Be careful what information
you provide. Give your credit card, debit card, or bank account number
only if you’re paying using that account – never to verify
your identity.
• Keep track of your
order. If it’s late, see Your Rights: Shopping from Home.
• Be extra careful if
the seller is in another country. While federal and state laws may apply,
it may be difficult to pursue claims.
If you experience a problem
and are not able to resolve it by working directly with the company, contact
your state or local consumer protection agency for assistance.
In rare cases, sellers have
no intention of delivering what is sold, misrepresent items, or send counterfeit
goods such as pirated copies of software. In these cases, see Reporting
Fraud.
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