Troubleshooting Online Deliveries: What to Do When Things Go Wrong
The Convenience of Online Shopping...But What If Something Goes Wrong?
It's the holiday season, and you've opted for the convenience of online shopping. You've loaded up your cart with Christmas presents and pressed the 'order now' button – but then, you receive some bad news: your delivery has faced some issues. Don't panic! Understanding your rights as a consumer can help you navigate these troubles and ensure a happy Christmas!
Common Delivery Issues and What to Do
Have no fear, we're here to help you handle common delivery problems. What should you do if:
- The delivery doesn't arrive? It seems that the purchase contract between you and the retailer hasn't been fulfilled. Reach out to the provider and let them know about the missing delivery. If the package has gone missing, the retailer is responsible for refunding any money you've already paid, according to Iwona Husemann from the NRW consumer advice center. However, retailers are not obligated to resend the lost goods.
- The delivery is late? Online stores must provide a delivery date for their products. If a product is labeled as "available for immediate delivery" and takes a significant amount of time to arrive, you may set a reasonable deadline for the seller to make up for the delay. If they fail to meet this deadline, you have the right to withdraw from the contract.
- The delivery is incomplete or too much is delivered? Contact the retailer and request a complete delivery or return of any excess items at no cost to you.
- The delivery is faulty? In general, the customer can use their right of withdrawal and send the faulty goods back for a refund. If the buyer prefers to keep the product, the retailer must repair it promptly. If repair is untenable, consumers may choose to withdraw from the contract.
- What if goods aren't delivered until after the 14-day right of withdrawal period? Though the 14-day right of withdrawal may have passed, consumers can still potentially return goods that are defective or damaged.
Seek Assistance if Needed
Sometimes, talking to the retailer may not be enough – in which case, you can turn to organizations like the deutsche post's Consumer Advisory Service or DHL's Customer Service. Alternatively, reach out to your local Consumer Protection Authority or a consumer advocacy group for advice.
Sources:
Enrichment Data
Navigating delivery issues and enforcing your consumer rights is essential when shopping online. Here are some key points to remember:
- Sellers must deliver goods within 30 days from the purchase contract's conclusion, unless a different delivery time frame is agreed upon in the sales contract.
- Consumers should notify the seller in writing, requesting a reasonable delivery deadline, when a seller fails to deliver goods within the agreed-upon time frame. If the seller still fails to deliver after this extended period, consumers may terminate the contract and request a full refund of any payments made.
- If the goods are confirmed as lost, the seller is obligated to either replace the lost item or issue a full refund.
- Traders are responsible for goods that end up damaged during transit, even if a seller includes a disclaimer in the sales contract regarding damages that occur during delivery.
- Consumers should promptly report any damages to the seller and keep records of their orders, including tracking details, receipts, and communication with the seller, for evidence.
- Consumers may seek help from the Office for Consumer Affairs at the MCCAA or the European Consumer Centre Malta when unresolved disputes with traders arise regarding delivery issues.
