Marketplace & Platform Scams

There are numerous marketplaces which connect sellers and buyers of a product or service. A distinction is made between them as they do not all guarantee the same level of customer protection. The most famous ones such as Aliexpress, Amazon, eBay, Etsy, Rakuten and others generally offer customers a certain level of security. If a sale is to go wrong or the seller does not deliver the goods or services, the customer is eligible for a refund of his/her money.

However, the right to a chargeback is also subject to the means of payment that was used during the transaction. For instance, if you paid the seller using bank transfer instead of the methods of payment provided by the marketplace, it is unlikely that you will be entitled to a refund.

The distinction is also made depending on whether you bought from an individual or a company. If you purchased from a trader or retailer, your interests are protected in the same way as if you bought from any other online store.

Tips for Shopping on an Online Marketplace

1. Is the seller a company or an individual? Your rights are better protected if the seller is a company.
   
   
2. Check whether the seller has been certified or checked by the marketplace.
   
   
3. How long has the seller been active on the platform? Do they also sell on other marketplaces and have a webshop of their own? Look for their contact details (full address, phone, email address). These points can guide you on the level of trust you can put in the seller. Not all marketplaces verify sellers.
   
   
4. Do not hesitate to communicate with the seller before placing your order via the available messaging services. Clear your doubts on the questions you might have about the product, service or delivery.
   
   
5. Which guarantees does the marketplace offer to consumers? Do they offer a refund if the product is delivered too late or not at all? If the product or service does not meet your expectations, can you return the products? Does the marketplace offer dispute resolution in case of conflict between you and the seller? Check our section below for the guarantees most popular marketplaces offer.
   
   
6. Which terms does the marketplace set to those guarantees? Do you have to use their payment escrow service? Do the guarantees only apply to certain sellers or for a certain kind of products?
   
   
7. Check the seller's reviews from past customers. It is usually very representative of the customer experience that is offered, and that will be yours once you proceed to the purchase. Do these reviews seem legit? Many very positive reviews in a very short time frame might be suspicious.
   
   
8. Check the product description. Is the product well-described or is some information missing?
   
   
9. Make note of the returns policy. Does the seller offer the possibility for you to swap products or get a refund if you change your mind? It’s always preferable to a refund through the original payment method and not a voucher or in-store credits so that there is no obligation to buy from the same seller.
   
   
10. Are they using a popular delivery service? Does the delivery time meet your expectations? Make sure you do not have to pick up the product in a remote location.
    
    
11. Where are you buying from? The European Union has steep regulations when it comes to consumer protection and customers in Europe can use an online dispute resolution service. However, if you are buying from a buyer outside the European Union, you will have to check out the regulations applying in your geographical area in order to know your rights as a consumer.
    
    
12. Use the product for a day or two before confirming the reception and leaving a review. This will give you a window to request a return or refund if you get an unpleasant surprise.

Consumer Guarantees Per Marketplace

You can find here your guarantees per marketplace, to better understand what your rights are when making transactions with them.

Aliexpress

Aliexpress is the retail branch of Alibaba where it is possible to buy products in small quantities. It is always important to check the guarantees offered by a seller, especially when the seller is foreign.

Many sellers offer their own set of guarantees for some items, always check out if the product you're interested in has them or not. For instance, expensive items possessing the  ‘Guaranteed Genuine’ tag will be fully refunded if the item proves to be fake. If the ‘Guaranteed Genuine’ tag is not present, you may not get your money back.

Aliexpress offers a dispute service in case you are not satisfied by the transaction; however, always wait till you receive the items before filing a complaint. Indeed, since you get only one shot at the dispute, some sellers delay the delivery on purpose. In that case, if you complain before receiving the goods, the complaint will be about the delivery time, and you will not get another chance at it if the products are of low quality.

Check out Aliexpress Consumer Guarantees

Amazon

When placing an order at a third-party seller on Amazon, the Amazon A-to-z Guarantee protects you and covers both the timely delivery and condition of your products. If you are not satisfied with either of them, you can report the problem to Amazon, and they will assess whether you are entitled to a refund.

You may be eligible to request a refund under the A-to-z Guarantee if any of the following apply:

• You have not received your package and three days have passed since the maximum estimated delivery date, or the tracking shows a delivery confirmation, whichever is sooner.
• You received an order that is different than expected and have requested a return with the seller.
• You returned your item with a trackable shipping method, and the seller has not issued you a refund.

Note: Amazon may require you first to contact the seller and either wait for a response or request a refund after 48 hours.

To check your eligibility, go to Request an A-to-z Guarantee Refund.

You have up to 90 days after the maximum estimated delivery date to request a refund under the A-to-z Guarantee. The A-to-z Guarantee does not cover digital items, payments for services, stored value instruments. Additionally, if you file a chargeback with your payment provider or bank, you will not be eligible for a refund under the A-to-z Guarantee.

Read Amazon’s Consumer Guarantees

eBay

To ensure all of their members have a great experience on eBay, most purchases are covered under eBay Money Back Guarantee.

eBay Money Back Guarantee means you're protected if the item you ordered didn't arrive, is faulty or damaged, or doesn't match the listing.

This guarantee applies when:

• You didn't receive your item
• You receive an item that doesn't match the listing
• You receive an item that is damaged or faulty
• You can try first to come to an agreement with the seller, but if that is not possible, you can ask eBay to step in and help

Read eBay’s Consumer Guarantees

Etsy

Etsy also offers a dispute resolution service much like its competitors. They advise first to try and sort out the problem with the seller, and if that is not possible, customers can avail their dispute resolution service.

To report a problem with an order:

• Sign in to Etsy.com or open the Etsy app
• Click or tap the Your Account icon
• Click or tap Purchases and reviews
• Click Help with order next to the order you're interested in. On the Etsy app, tap the order you're interested in, then tap Help with order under the order
• Click or tap ‘Message seller’
• In the textbox that appears, describe the problem to the seller
• Click or tap the arrow icon or press Enter to send. The seller will be notified of the new message and can respond.

If you checked out as a guest, reply to the receipt in your email to contact the seller.

Read Etsy’s Consumer Guarantees

Facebook Marketplace

Since Facebook does not verify the products it allows to be sold on its platform, the best advice is to check the product personally before making a transaction.

We also advise not to pay for anything in advance as this can easily lead to an unfinished deal. If you have some doubts about the seller or the product, or if the offer seems too good to be true,  consider finding another seller whom you can trust.

If you buy something faulty, even though you are entitled to a refund since the seller will be in breach of contract, Facebook cannot guarantee a refund (they also do not offer a payment interface). In that case, what is advised is to take screenshots of the conversation, report the seller to Facebook, and report the crime to the police as well.

Read Facebook Marketplace’s Consumer Guarantees

Rakuten

Rakuten offers the Worry-Free Guarantee, which entails that they will ensure your satisfaction when shopping in their marketplace. Like any other marketplace, they advise to first try and solve the issue with the seller. However, if that is not possible or if the seller is unresponsive within two business days, you can contact Rakuten, and they will make contact with the merchant to solve the issue as fast as possible.

Rakuten guarantees the resolution of the issue even if the seller is unwilling. This can include partial or full refund, depending on the case and the circumstances.

The Worry-Free Guarantee does not cover:

• Credit Card Disputes: If you have instructed your credit card company to dispute your Rakuten charge, you cannot submit a Worry-Free Guarantee claim.
  
  
• Carrier Claims: When customers refuse their shipment; when orders are delivered to the wrong address due to customer error; when customers return orders at their own expense, and the shipments are lost in transit.
  
  
• Return Fees: Fees that customers incur when returning an item due to buyer's remorse/changed mind; fees incurred by customers in returning non-defective items when there is no order error.
  
  
• Warranty Claims: Those beyond the seller's return policy when a manufacturer's warranty applies and has not expired; those when the manufacturer's warranty has expired.
  
  
• Shipping Errors: When orders are not shipped or when orders are short-shipped (don't include all items on the packing slip), customers are eligible for order cancellation and/or full refund.

Read Rakuten Consumer Guarantees

European Union Online Dispute Resolution

In case you are not happy with the resolution service or performance of the marketplace itself, and you are from the European Union, you can use the European Union Online Dispute Resolution portal. Depending on the issue and the circumstances, they will also advise you on what to do and how to proceed with your issue.