Online shopping: here’s how to protect yourself against the risks of shopping on the internet.

Ordered a designer sweater, received a fake? Shopping by clicking the mouse is convenient, but is often full of pitfalls, such as long delivery times, unclear terms and conditions etc. We show you how to recognize and protect yourself against risks when online shopping.

What are the most frequent problems encountered with unscrupulous online shops?

The main risk when online shopping concerns contact with unscrupulous sellers. The terms and conditions of online retailers may contain unusual and unexpected specifications, such as no right to return goods. It’s also possible that the seller will send fake branded goods. This means that in the worst case scenario, you as the purchaser of these goods are liable to both the brand owner and criminal authorities if there’s a claim for damages.

Other dangers are also possible when it comes to unscrupulous online shops, including credit card fraud, fraud or phishing to name a few. So always make sure that you’re dealing with a reputable trader.

What can I do against credit card fraud?

The golden rule here too is to buy goods only from trustworthy online shops. Unfortunately many credit card fraudsters are lurking on the net, waiting for unsuspecting users to fall into the trap. If you’re a victim of credit card fraud, you should report this immediately to your credit card provider so that it can investigate the fraud as well as prevent further abuse. It’s important that you always check your credit card statements immediately and inform your provider quickly if something isn’t right or is suspicious.

The providers are normally obliged to act in the customer’s favor in cases of credit card fraud and compensate for the loss. However, it’s not always possible to find out how someone accessed the card. This means you may sometimes have to bear the loss, as the credit card provider will not accept any liability.  

Should I save email correspondence?

I would advise you to always do so! If there are problems after buying or returning a product, the necessary proof is saved in your inbox. Even with verbal agreements, you should always obtain written confirmation so that you have proof in the worst case scenario.

I never read the terms and conditions. Could that be my undoing? 

Unfortunately yes. The terms and conditions often contain relevant contractual conditions that are accepted when you check a checkbox and become part of the actual contractual content. Specifically, you should always read very carefully the conditions for returning goods, payment terms, delivery costs and deadlines, even if this is tiresome and time-consuming – and online shopping in particular is supposed to be a quick and easy process.

Does the trader have the right of withdrawal?

Under Swiss sales law, there is no right of withdrawal. If goods are not faulty or damaged, there is no legal requirement for goods to be exchanged. This means that the right to exchange or return goods must always be agreed contractually, even for online shopping.

What if the online retailer doesn’t stick to the delivery deadline?

A seller not meeting their delivery deadline is also one of the risks of online shopping. In this instance, you should set a written brief extension period for the online trader. If the retailer doesn’t deliver the goods within the extension period, you can threaten to withdraw from the contract and claim back any amounts you have already paid.

Is it advisable to make an advance payment?

I would normally advise people against making any payments in advance by way of an immediate transfer or advance payment for an online order. That's because if the goods are defective or not delivered, you will have to chase the money you have already paid – this is time-consuming and exhausting. The risk of this happening with major and established suppliers is much lower.

Is there also a quality label for online shops?

Yes, the Swiss Mail Order Association, for example, works with the “Swiss Online Guarantee” quality label. This stands for a 14-day right to return goods for consumers, purchasing under Swiss laws (duty paid, taxed, no additional costs) and compliance with a code of conduct. Other reputable quality labels are Trusted Shops Guarantee, EHI Geprüfter Online-Shop and Safer Shopping TÜV Süd.

What is phishing and what can I do to prevent it?

It’s not only online shopping that carries risk: fraudsters know many other ways of trapping you, such as phishing. Phishing is an attempt to obtain personal data such as login details for email or e-banking accounts through fake websites or emails and is therefore an attempt to commit identity theft.  Using the stolen data, fraudsters can misuse the credit cards that are in their victims’ names, make bank transfers, carry out other transactions or place offers at online auctions.

To recognize and avoid phishing, you should always check before giving passwords and/or user names whether the website to which you were directed is actually identical to the respective supplier’s original site. You should be particularly suspicious if a supplier emails you to ask for information such as your password or bank details. No reputable shop operator would ever ask their customers for such information in an email or by phone.