• Location:Taiwan
• Date: 2021/05/20
• Update Date:2021/05/20
• Clicks:226

The Department of Consumer Protection, the Consumer Protection Committee, Executive Yuan (hereinafter referred to as the DCP)suggests the public carefully select overseas online transactions when shopping and understand potential problems and solutions beforehandto reduce transaction risks. 

Since the memorandum signed between the DCP and the Korea Consumer Agency in 2019, 24 cross-border cases of consumer complaints and disputes have been resolved.Among them, 12 cases were online purchase disputes, which included damages during delivery, return delivery and delayed delivery. These customers' claims were not properly addressed by the sellers, let alone the outcome of disputes that occurred in other countries. In view of the high risk of overseas online purchases, it is better to carefully evaluate the situation and take precautions before purchases. After compiling the cases and international information, the DCP suggests the public be attentive when placing an overseas order, and offers the following suggestions: 

一、To Identify the Overseas TransactionParty: 

(一)Identify the location of the seller:Customers should not hastily believe that sellers with websites or apps in Chinese are domestic stores and assume they can return the products unconditionally within 7 days under the protection of the law.For example, a customer did not know it was an overseas transaction until he saw the shipping charge and tariff appear in the transaction details, and then he refused to receive it. However, the seller not only refused to return the payment but also requested the customer to pay the shipping charge to return the items. Please note that the sellers mentioned here are overseas companies. Unless it is regulated in the policy or is promised beforehand to provide a return free of charge, it is up to the seller to decide whether to accept a claim for unconditional return and exchange.

(二)Avoid transactions with personal sellers: In most countries, the laws for customer protection do not apply to transactions between individuals (C2C); they solely regulate the purchase and sales of businesses to customers (B2C). There wasa dispute caused by a customer placing an order to netizens in social media. Although the complaint was lodged, it was difficult to accept. 

(三)Carefully check the seller information: Some product webpages are responsible for taking orders. It is important to carefully check the sellerand transaction records before purchasing.  

(四)Carefully select freight forwarding agents: Customers should carefully check service items and exemption clauses of freight forwarding agents and consolidators before deciding on a shipment method. 

二、Take Risk Reduction Measures: 

(一)Use third-party paymentinstruments: After the customer confirms receipt of the product, the payment will then be paid by the third-partyfortransaction security.  

(二)Pay with credit cards:It is advised to check whether the credit card has purchase protection. In addition, the card issuer will be able to assist in resolving a dispute or getting a refund. 

(三)Select a safe shipment method: If online shops have direct shipping or cooperate with popular couriers, they are able to track the locationof the product and are liable for loss. It is advised to consider this method as a priority.   

三、Understand How Logistics Works:

(一)Proceduresforlogistics: A series of international trading procedures cannot be avoided when makingoverseas online purchases. However, they may not be managed by the shopping websitesthemselves, but rather by way of an intermediary(such as purchasing agents, payment agents and freight forwarding agents). Customers should carefully read the shipping policy and actively track the delivery status.   

(二)Import regulations: The import of many goods is controlled and regulated; therefore, customers shouldunderstand customs declaration regulations. In addition, the Real-Name Authentication system of the Consignees of Import Express Shipments of the Ministry of Finance was launched in 2020. It is advised that recipientsdownload the EZ WAY app and complete the registrationto receive goods properly.  

(三)Regulations for return deliveries:Overseas sellers may not be willing to pay the cost of return deliveries when customers intend to return and exchange goods due to inconsistent specifications or quality. It is advised to checkwhether the return policy is applicable to overseas buyers. 

(四)Response to loss during freight: Customers report to shopping websites or freight forwarding agents when goods are lost. According to the policy of some shopping websites, customers must alsoreport to local (overseas) police agencies if goods are stolen or lost.  

(五)Language for communication: Although you may see a Chinese description on shopping websites, most overseas websites do not provide customer services in Chinese. When reporting to police agencies, only foreign languages can be used for communication, and online reports are rarely accepted by police agencies. If customersare unfamiliar with foreign languagesand cannot communicate with local sellers or read the transaction policy, it is advised to think twice before placing an order.

The DCPsuggests the public refer to the information provided on its official website when involved in anoverseas consumer dispute, such as “the cross-border consumer dispute resolution and channel” (https://cpc.ey.gov.tw/Page/80CCBC4EBF4F77C8).