Clipping of news on Brazilian Culture, Law and Citizenship
08/28/2013
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Who decides to buy the Internet must be prepared to lose time, and even money , if he repent and decide to return the product . And be aware that you will wait much more than expected for the delivery of the goods . This is what the search Ibero-Brazilian Institute of Customer Relations ( IBRC ) with 16 e-commerce companies , in which 31.25% of them - Pontofrio.com , Comprafacil.com , Dafiti , Rakuten and Saraiva.com - imposed costs for consumers to return the product to exercise the right of cancellation . In the survey , 18.75 % of the online stores - Saraiva.com . Comprafacil.com and Ricardo Eletro - failed to meet the deadline of purchase.
Testing of IBRC rated companies according to four items : site confirmation on buyer's remorse , repentance communication by the client through the same channel ( internet ) ; delivery , suitability of the product and quantity , and repentance without generating charge to the consumer. And four months after the entry into force of Decree 7962 , which regulated the Consumer Defense Code ( CDC ) in relation to e- commerce , concluded that the standard is not fully met by large retail companies .
The president of the IBRC , Alexandre Diogo , considers unacceptable that consumers have cost to return a product , since the decree provides no cost return within seven days after the purchase of goods over the internet .
- The goods must be removed by the company at the address of the customer. This was already established by the CDC before the publication of the decree which regulated commerce . The research found that five companies do not offer this option . Require the product to be returned to be taken to the post office , which is contrary to law . In one case , we still had to pay R $ 1.50 for postage , because there was no return code - Diogo said , highlighting the inconvenience to the customer .
The problems with delivery - one of the most cited in the organs of consumer complaints against among retail - also appeared in the test featured " mystery shopper " made by IBRC . What most caught my attention was the fact that non-compliance has occurred in a period in which there is excess demand .
- This was another aspect of the research that surprised me . After all , we did this survey in July , a period outside the festival dates . And buy simple items such as books , pendrive and play cutlery . Still, there was a delay in delivery , which I consider unjustifiable. Imagine how it will be at Christmas - Diogo stressed .
Fine may exceed R$ 3 million
The Department of Consumer Protection and Defense ( DPDC ) , the Ministry of Justice has notified two months ago , 13 companies . In the coming weeks , Procons across the country will receive a technical note to clarify the ministry called the Law of Electronic Commerce . The CDC states that in such cases , violations must be punished with fines that may exceed R$ 3 million .
Sought by GLOBE , said Ricardo Eletro comply " strictly all the rules " and make various investments to meet the demands received by the site , including the expansion of the distribution center . " We also made investments in technology , service structure , and especially in hiring new employees," the company said .
The Saraiva.com said to be careful to comply with the new law, " the first of its values is in compliance with search service excellence ."
The site Pontofrio.com said the posting on post offices for a product that the consumer has given up to acquire is an option and not a requirement , allowing him the choice of the most convenient .
The Rakuten reported that there is a channel of online communication , which may be indicated to return the product . Moreover , " allows consumers to express the right of repentance on the screen itself accompanying the application, the button ' cancel your order ' ." On returning by post , the company says that the information is available to the consumer before the closing of the purchase .
The Dafiti said that offers customers the option to return the product by mail or with the removal of the goods at the place designated by the company . The choice can be made via exchange form or in customer service channels online . Furthermore , the company asks the evaluation criteria of the study and the IBRC claims that conforms to the requirements of the law .
Already Comprafacil.com had no spokesperson available for comment on the research .
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Source : The Globe - Online
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This article was translated by an automatic translation system, and was therefore not reviewed by people.