Online Shopping
‘Online shopping’ refers to purchases made either on a computer or on a smart phone/tablet. You can shop online
with or without full authentication.
Using a card is a safe method of payment in online shopping as long as you exercise the same care as in other shop-
ping.
Before Placing An Order
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Carefully read the terms and conditions, including the small print. These terms and conditions should be available
on the merchant’s website.
Check that the merchant’s address details are available on the webpage and save or print them in case you need
to return any items. If no address details are given, you should proceed with caution. Make a note of the URL
address of the shop.
Read what the merchant has to say about delivery costs, accepted currencies and applicable taxes.
When Making A Purchase
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Save or print the description and the terms and conditions which are displayed by the merchant and which you
need to accept before you can place your order.
Accept the payment by entering the number and expiry date of your card on the online form and follow the mer-
chant’s instructions. If the online store uses full authentication, you will then be transferred for instance to your
online banking service for identification.
Save or print the acknowledgement of your payment displayed by the merchant.
Keep the saved or printed details in case they are needed later for checking or for comparison.
Incorrect charge?
Common errors in online shopping are delivery of a wrong product or service, faulty/damaged product, and non-re-
ceipt of goods.
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If you have problems with a product or delivery, always first contact the store where you made the purchase.
Preferably use e-mail so that you have a record of your correspondence.
If you cannot resolve the matter with the merchant, contact your bank’s customer service. They will give you
further instructions, for example if you should file a report to the police.
Remember…
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Save all the documents related to the purchase.
Your first action is always to contact the merchant to resolve the issue.
If you contend with your bank, attach a copy of your e-mail correspondence with the merchant.
If you return faulty or damaged goods, always do so by registered mail. Keep the receipt with the tracking num-
ber, as you may need it later.
I am a victim of online fraud. What should I do?
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Report it to your local or national police.
Report it to your bank, if you paid the product with a credit or debit card. You may have some rights to get your
money back.