Consumer organisations warn against unreliable webshops: check reviews first, order second
Many consumers still purchase online without checking the reliability of the webshop first, even though purchases from unknown webshops in particular are not without risks. The Netherlands Authority for Consumers & Markets (ACM), Consumentenbond (Dutch Consumer Association), European Consumer Centre (ECC), Fraudehelpdesk (Fraud Help Desk) and Landelijk Meldpunt Internetoplichting (LMIO - National), run by the police, are therefore collaborating on a campaign against scams and deception by webshops. Today, the organisations are launching a campaign entitled Check reviews first, order second.
The Landelijk Meldpunt Internetoplichting (LMIO), run by the police, expects over 40,000 reports concerning shopping-related fraud in 2023. 14,000 of those concern webshops that fail to deliver after payment. That number could be higher because 10,000 victims report being scammed via Instagram. The LMIO suspects they ultimately ended up on a webshop via that platform too. The LMIO has taken 1,000 rogue webshops offline. That is 30% more than in 2022. Figures from the Fraudehelpdesk also show that the average loss incurred through fraud concerning online purchases is rising: since last year, the average claim amount has been over 20% higher than last year, at 350 euros.
The ACM, the Consumentenbond and the ECC also receive reports from consumers complaining about webshops that do not have their houses in order. Because it is fairly easy to set up a webshop, consumer organisations are seeing more and more webshop owners with little experience of business and little knowledge about the rules that protect consumers with their online purchases. Consumers complain about misrepresentation by these types of webshops, because their orders are delivered far too late or not at all, because they unexpectedly have to pay high return shipping costs, do not get their money back after returning, or cannot contact the business. The organisations therefore call on consumers to first check carefully whether the webshop is reliable.
Eva Calvelo Muino, Director, ECC: 'Almost 50% of complaints received by the ECC concern online purchases. Purchases are not delivered, consumers do not get what they ordered online, or are suddenly confronted by high return costs afterwards. You ideally want to avoid these types of situations. A one-minute review check is often enough to avoid a great deal of hassle.’
What can you do?
The most important and easiest to check in advance are reviews. Google the word ‘reviews’ and the webshop's URL and check the experiences of others on multiple review sites. Sort and filter the reviews to get an accurate impression of the webshop. You can also check reports on the police website (in Dutch).
See also
- The ECC campaign page Check reviews first, order second
- Campaign videos Eerst reviews checken, dan bestellen - YouTube (in Dutch)
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