Avoid potential issues and get the information you need by looking for these things before you click “confirm purchase”. Here’s what you should see according to BC law and why it matters to you as an online shopper.
My online purchase is a contract?
Yes, it is! These kinds of contracts are called distance sales contracts. With these contracts, you don’t enter it in person or have the opportunity to inspect the goods before you buy them. We regulate certain aspects of these contracts in BC, including what’s info must be disclosed to you.
Why does this info matter? Imagine you bought something and didn’t find out until later that the currency was not in Canadian dollars? Or if you didn’t know that you had added the same item to your cart three times? The information at checkout helps you make an informed decision before sealing the deal by clicking “confirm purchase”.
What should I be seeing before I click “confirm purchase”?
Before you confirm, the business must provide some details about the purchase for you. You should have the chance to review the details and correct any mistakes you may have made. Why is it important that these details are shared with you? Imagine you bought something and didn’t find out until later that the currency was not in Canadian dollars? Or if you didn’t know that you had added the same item to your cart three times? The information at checkout helps you make an informed decision before sealing the deal by clicking “confirm purchase”.
At the checkout, you should see:
- A detailed description of the goods or services
- The currency
- The delivery details, including the shipping method and place of delivery
- The cancellation, return, exchange and refund policies, if any
Once your order is confirmed, the business should send you a copy of your contract (this can be a receipt) within 15 days. The contract must also include all the details about the order.
What happens if my order never arrives?
Finding yourself checking your front door, impatiently awaiting your package? Fear not! You have rights under BC law if your online order doesn’t arrive within a certain time frame. We have step-by-step information to help you exercise your rights and request a refund. Learn more about cancelling your online order if it hasn’t arrived within 30 days.
Where to go for help
If you are having a problem with an online order, we recommend that you start by trying to work it out with the seller. Many online sellers have their own policies and procedures to manage customer complaints. However, there are some rules around these types of contracts and there are specific instances that give you the right to cancel. Learn more about how these rules could apply to your situation.
Did you like this? You might like these posts too!
Your rights if a business delivers your order to the wrong address
Online shopping: tips to receive your refund when your package never arrives
Online shopping issues: try contacting your credit card provider as a last resort
Online orders: who is responsible when you don’t get your package?
About Consumer Protection BC
We are not-for-profit regulator responsible for overseeing certain industries and specific consumer transactions in British Columbia. If your concern is captured under the laws we enforce, we will use the tools at our disposal to assist you. If we can’t help you directly, we will try to offer a referral to a relevant organization, if one exists. Other times, court or legal assistance may be the best option. Explore our website at www.consumerprotectionbc.ca.
I think all online businesses should have a phone number for customer service also if they are legit.
I agree! I was being double charged x4 months by Spotify. They have no phone Customer Service phone contact . I sent numerous emails before finally getting through to an online agent who was able to resolve things and issue a refund. Very frustrating!
This is also the reason I insist on PAPER credit card monthly statements. The charges were occurring at different times of every month and I doubt j would have noticed the extra $9.99/month just glimpsing at my statement online. The Spotify agent required the purchase code# for the charges which was much easier to refer to with a paper statement .
It would also be helpful to include something about customs and excise charges when ordering from the United States.
Hi John, thanks for the suggestion!
What about declining a purchase by text and it still goes through to be charged to me?
And trying to dispute it with PayPal but without having a confirmation no. from the company (Booking.com) ?They still charged for the fraudulent purchase and closed the claim?!
How can this be fixed?
Hi Mark, thanks for posting a comment here. It’s hard to determine your situation without all of the details but you may want to try to resolve the issue with Booking.com directly. Contact them by phone or email and see if you are able to talk to a supervisor/manager and explain what happened. If you think they have intentionally committed fraud, you can also contact your local police. Having said that sounds like it was a misunderstanding/miscommunication so hopefully you will be able to solve the issue with them directly.