Code: 3.2
Asserting one’s consumer rights in the digital marketplace
To know one’s rights and responsibilities as a digital consumer. To assert one’s rights after making a purchase and to know how to solve problems and disputes.
Code: 3.2
To know one’s rights and responsibilities as a digital consumer. To assert one’s rights after making a purchase and to know how to solve problems and disputes.
Knowing that many basic digital consumer protection rules and rights are similar in all EU countries, but can be (very) different elsewhere
Knowing about specific consumer rights that apply to online purchases only
Knowing how to find help to solve disputes and post-purchase problems
Being aware of one’s right to be forgotten
Being aware of one’s right to cancel online purchases of most goods within 14 days of delivery and get reimbursed without justification
Knowing the main exceptions to the right to cancel a purchase (food, tailor made products, unpacked CD, DVD and software, opened hygienic and health products, travel products like hotels and tickets)
Recognising the importance of accepting terms and conditions related to digital purchases and transactions in digital marketplaces and platforms, and the consequences this may have
Knowing that online out-of-court redress options (Online Dispute Resolution) exist if there are problems with an online transaction
Knowing that different types of redress options exist
Knowing that one can cancel online purchases not delivered within 30 days of purchase if timely delivery was essential, or if a reasonable additional delay is not respected
Knowing that rights and responsibilities apply when buying online from a trader, and are not the same when buying from private citizens
Realising that one can file a complaint with the authorities to solve a dispute with a trader
Finding independent advice on digital consumer rights and redress
Being able to file a form for cancelling an online purchase or write an e-mail to cancel a purchase
Using different means to assert rights after an online purchase, be it online or offline
Exercising consumer rights in practical situations
Finding information and/or digital platforms for redress and consumer rights
Checking deliveries of online purchases before signing for receipt
Being motivated to assert one’s consumer rights and filing a complaint if necessary
Being confident in taking action with after-sales services if an online purchase is not as desired