Smart Money:Consumer Rights
The Kawa of Care states
To achieve this I need to know how to buy and sell online and understand my rights as an online consumer.
Make a copy to repurpose
Recommendations for using the following slides
Slides 3-5 include videos and resources to help us learn about our consumer rights.
Slides 6-14 include scenarios where learners can decide on possible actions as a consumer and an online game.
Slides 15-17 Private Sales - this may be increasingly relevant as people sell online e.g. Facebook Market.
The following slides are divided into three parts each supporting learners to understand their rights as an online consumer.
We recommend activities are selected and repurposed to support identified learning outcomes. The text in the green text box provides teachers with the main ideas for each of the videos.
Smart Money: Buyer Beware
So you’ve purchased your item what’s next?
Happy? Not Happy?
Happy, congratulations you made an online purchase without any issues
Why is Credit Card the safest option?
What about bank deposits? PayPal?
Smart Money: Buyer Beware
Not Happy?
Overcharged? Didn’t arrive? Does not match the description? Damaged?
What next? What are your rights?
Why is Credit Card the safest option?
What about bank deposits? PayPal?
Smart Money: Buyer Beware
What next?
Contact the seller to see if they can remedy the situation. If you are still not happy with the solution or they refuse to provide a remedy you may be covered by the Consumer Guarantees Act or Fair Trading Act.
Citizens Advice Bureau Consumer Rights
Mail Order Sales - Extra Information
Why is Credit Card the safest option?
What about bank deposits? PayPal?
Smart Money: Buyer Beware Scenarios
Are you covered by the Consumer Guarantees Act? Are entitled to a replacement or refund?
You bought a pair of Adidas shoes online they arrive but they vary in style from the ones you ordered. A refund or replacements as they are not what you ordered.
You ordered some books online but when they arrive the package is damaged and one of the books is missing. A refund or replacement it is the seller’s responsibility to ensure the items arrive to the buyer in acceptable condition.
You ordered some earrings for your mum on a Mother’s Day promotion for Mother’s Day they arrive but two weeks after Mother’s Day. You can refuse the items as they failed to arrive on time and the intended expectation was they would be given on Mother’s Day.
Smart Money: Buyer Beware Scenarios
Are you covered by the Consumer Guarantees Act? Are entitled to a replacement or refund?
Your sister orders a dress online it arrives and the quality of garment is not the same as the one picture online. Refund as the item does not match the description.
You buy a converse backpack online it arrives and you realise it’s a bag for a toddler. You check the online description and at the end it the dimensions match the bag but nowhere is it mentioned that it was a toddler’s backpack. No as you should have checked the description
You buy some GHD straighteners online they arrive and they work but they don’t look like the GHD’s in the photo or the ones you have seen in shops. A refund or replacement as the items does not match the description.
Smart Money: Buyer Beware Scenarios
Are you covered by the Consumer Guarantees Act? Are entitled to a replacement or refund?
Dad’s does the weekly grocery shop the delivery arrives and quality of the meat is not what he was expecting. A replacement or a refund as the items should be of an acceptable quality.
You make your purchase online but find a cheaper seller the next day. No if you knew the price before purchasing and if the product matches the description you can not get a refund because you found a cheaper price elsewhere.
You buy some jeans online and change your mind when you try them online the colour and fit aren’t right. No you can not get a refund if you change you mind if the item matches the description.
Smart Money: Buyer Beware Scenarios
Are you covered by the Consumer Guarantees Act? Are entitled to a replacement or refund?
You order some clothing online and they never arrive. A refund or replacement it is the seller’s responsibility to ensure the items arrive.
Who has to pay for the returns?
You are returning items because they were damaged in the mail. You have a right under the Consumer Guarantees Act to have the cost of return postage refunded to you and a replacement or refund. It is the responsibility of the seller to ensure that the goods arrive on time and in a good condition.
You are returning items because you changed your mind. You must pay for returns as the items are not faulty and match the description.
Smart Money: Buyer Beware Scenarios
Who has to pay for the returns?
You are returning items because they did not match the description. You have a right under the Consumer Guarantees Act to have the cost of return postage refunded to you.
You are returning items because the size you ordered does not fit. You must pay for returns as the items are not faulty and match the description.
You are returning items because they are not of an acceptable quality. You have a right under the Consumer Guarantees Act to have the cost of return postage refunded to you.
You are returning items because they faulty. You have a right under the Consumer Guarantees Act to have the cost of return postage refunded to you.
Smart Money: Buyer Beware Scenarios
Who has to pay for the returns?
You are returning items because you changed your mind.
You must pay for returns as the items are not faulty and match the description.
You are returning items because they are not of an acceptable quality.
You have a right under the Consumer Guarantees Act to have the cost of return postage refunded to you.
You are returning items because they faulty
You have a right under the Consumer Guarantees Act to have the cost of return postage refunded to you.
You are returning items because they were damaged on the post.
You have a right under the Consumer Guarantees Act to have the cost of return postage refunded to you. Although most traders are likely to ask for photographic proof of damage and will then decide if a postal return is required.
Buyer Beware
What to do when you think you have a consumer complaint
Advice on how to make a consumer complaint
Use the links above to create a email complaint for one of the following situations to
Create a scenario relevant for students learning.
Buyer Beware
Points that can be used in an email
Make sure you:
Buyer Beware: Private Sales
What are Private Sales?
Use the links below to explain the term private sale
Citizen Advice Bureau Private Sales
Private sales are consumer to consumer sales
Give some examples of private sales online.
Buying from a sellers on TradeMe, FB Market and FB groups who are not in trade. This means that prior to sale the items were for private use.
Buyer Beware: Private Sales
Using the links below and the ones on the previous slide.
Share some advice you would have for someone wanting to buy from a private seller online.
Protect yourself on the FB Marketplace
Buyer Beware: Private Sales
Simple safeguards, photos of actual product, make sure you are clear about what your are buying, ask questions about the product, use a groups that are well established and has good guidelines
Trade Me: Check feedback. Are they authenticated? Frequent sellers?
FB Selling Groups: Can you search their name in the group for previous interactions and sales? Can you search the person? Do you have any mutual friends? Is the person a regular seller in the group?
Other Considerations:Have they been good with communication, has the person given you contact details full name, address, phone number.
Safety in paying: Pay using paypal to ensure you have some buyer protection. Take someone with you if buying an item for a large amount of cash. Have you got enough background information on the person to risk making a bank deposit? A bank deposit does not provide buyer protection but does allow for proof of transaction. Make the trade in a safe meeting place. Picking up items inspect them before before paying, ask for a demonstration showing they work if relevant.