Protecting the interests of consumers in e-commerce activities

In recent years, in Lang Son, e-commerce business activities have developed strongly, especially during the COVID-19 pandemic, business activities on social networking sites such as zalo, facebook … have increasingly developed. However, besides the benefits, e-commerce activities also have many potential risks when counterfeit goods appear, making consumers confused. Therefore, the authorities have been strengthening the management, protecting the interests of consumers.

There’s no need to go to stores, no waiting for payment, consumers just need to stay at home, access the internet, with a few simple steps, they can order for themselves whatever they want. Afterwards, the product is delivered to the place as required. However, online purchase also involves many potential risks for consumers. Specifically, there are many organizations, individuals, and online sellers who have overwhelmingly advertised the quality, design and utility of goods; some have sold fake goods, poor-quality goods, taken advantage of the gullibility and inexperience of customers to sell goods.

Officials of the Department of Market Management of Lang Son province makes a record of a business household violating a protected trademark in Vietnam

Ms. Luu Thi Luyen, Na Hinh village, Thuy Hung commune, Van Lang district said: “Because I’m very busy, I often shop online. On the holiday of Lunar New Year 2023, I saw an advertisement for clothes at a fanpage on Facebook. According to its information, the account was located in Loc Binh town, Loc Binh district. After contacting, I decided to order a shirt for 200,000 VND. However, when it was delivered to my house, I was completely disappointed because the color, design and quality were not the same as advertised. I have contacted the seller to exchange or return the goods but I can’t because my phone number has been blocked.”

Similar to Ms. Luyen, Mr. Luu Chung Hieu, Chi Lang ward, Lang Son city also bought poor quality goods online. Mr. Hieu said: “I ordered a hair clipper through Facebook for over 500,000 VND. Although that facebook account did not state any specific address, it only said in general that it was in Dong Dang town, Cao Loc district, I decided to place an order. When I received it and tried it out, I discovered that the clipper couldn’t work despite being connected to the electricity source. I immediately contacted the seller but it was impossible.

Not only the two cases above, over the past time, many people have received different products comparing to those advertised, fake goods, poor-quality goods on social networking sites. Facing that situation, the provincial authorities have stepped in, strengthened the inspection and punished cases selling fake and poor quality goods.

For example, on December 1, 2022, the Market Management Team No. 6 of the Provincial Market Management Department suddenly inspected a business household owned by Mrs. L.T.T. Trang at Dong Kinh ward, Lang Son city which is the address of a Facebook account named “Zulu H h x k”. As a result of the inspection, the functional forces discovered 24 long-sleeved shirts with the brand “BURBERRY” with signs of counterfeiting of a protected trademark in Vietnam. Or as on October 13, 2022, the Market Management Team No. 7 conducted an inspection of the D.V.T business household in Bac Son district, and discovered that they were trading in 3 types of goods without invoices and documents to prove their legal origin, including 650 pairs of children’s socks with ADIDAS brand; 480 pairs of NIKE adult socks; 560 pairs of children’s socks with GUCCI brand… All of the above goods are forged trademarks being protected in Vietnam, without receipts and proofs of origin. The functional forces have verified, clarified and handled according to the law.

Mr. Nguyen Minh Tuan, Deputy Director of the Provincial Department of Market Management said: “Only from 2020 until now, according to what we find out and the people, the functional units of the Department have detected and handled 702 cases trading counterfeit goods, goods infringing intellectual property (mainly clothes, cosmetics, shoes…) on social networking sites zalo, facebook… In the coming time, the Market Management force will continue to detect those transporting and trading smuggled goods, especially organizations and individuals doing business in the e-commerce environment. Then we will develop plans, coordinate with other forces to inspect, control and strictly handle violations …”

According to the reporters, although currently the policy of co-checking (checking goods before payment) when buying online has been applied by many units, there are still consumers don’t check and receive poor quality products or different ones with those advertised on the internet. The tricks of violating business activities in e-commerce are increasingly sophisticated. To avoid detection, sellers often do not leave the address clearly, post the pictures of the real products on the Internet. It is worth mentioning that when receiving poor-quality or fake goods, most buyers are afraid and accept to lose money rather than reporting to the competent authorities or consumer protection agency.

Mr. Luong Dang Ninh, Chairman of the Provincial Consumer Protection Association, said: “In 2022, the Provincial Consumer Protection Association received 17 feedbacks from consumers, asking for advice and settlement of complaints related to their interests. Two of them are opinions about receiving poorer products comparing to the advertisement. The Association has received information about the product and coordinated with relevant authorities such as Department of Market Management, Sub-Department of Standards, Metrology and Quality of the province to verify. At the same time, in order to facilitate the verification process, the Association also recommends and guides consumers to keep the product packaging, invoices, and false information…”

In addition, in order to protect consumer from unexpected situations when shopping online and help them be more aware of their rights, the Consumer Protection Association also strengthens propaganda and recommends that consumers should choose reputable e-commerce platforms, sales accounts on social networks, which have clear return and warranty policies. At the same time, the Association also recommends that consumers when having problems in transactions, buying and selling goods affecting their interests need to contact the Provincial Consumer Protection Association for immediate support, even if the value in dispute is not large.