Buying Anti-epidemic Items through Social Media Platforms Can be Risky. Be Rational to Prevent Potential Losses

Amid a new wave of epidemic outbreak, a large number of posts promoting or selling anti-epidemic items have emerged on media social platforms and many consumers have made prepayments to purchase these items. In the first 3 months of this year, the Consumer Council (or the “Council”) has received over 760 complaints relating to these transactions, including late deliveries and refund disputes. Some consumers complained that the vendors disappeared after receiving payments, and they were helpless in retrieving their money. Let´s go through this article to learn more and stay alert.

Consumer Tips

Evaluate the pros and cons of various payment methods: Although mobile payment services are convenient as you can make payments anytime and anywhere through, e.g., a registered mobile phone number or QR code. However, consumers may not be able to ascertain whether they are transferring to a business or personal account. On the contrary, consumers choosing bank transfer will know the account number and name of the transferee. Credit cards and some payment platforms also provide complaint and refund mechanisms. If vendors fail to deliver the goods, consumers may have a chance of getting the money back through the above mechanisms. Therefore, consumers should not just choose a payment method based on convenience, but also consider protection and security issues.
Take notes of business information and previous ratings: Check if a vendor´s social media page contains information such as its trading name, business address and contact details. It is less risky to choose a vendor with a physical store. Consumers should also browse through the vendor´s previous posts and ratings / reviews to gauge its credibility. Consumers should watch out if a vendor has only opened an account recently without providing any address or contact details, and only uses mobile payment services.
Consider carefully the arrival date of pre-ordered goods: Vendors should clearly state whether the goods they are selling are "currently-in-stock” or need to be "pre-ordered". While the former category can generally be delivered within a short time, the delivery of pre-ordered goods will depend on the estimated arrival date of those goods, which can be affected by factors such as transportation and customs clearance, etc. Therefore, consumers should be mentally prepared to a possible delay in the delivery time and regularly check their order status. If the items are needed for emergency purposes, consumers should consider whether they could afford the wait before making the purchases.
Pay attention to the terms and conditions and keep the screenshots: Read the product descriptions and the terms and conditions of sales carefully. For pre-ordered items, check if there is any information on the estimated arrival date, handling fees, and the refund mechanism if the goods are not delivered on time. Vendors should also provide regular updates on the order / supply status to lessen customers’ anxieties. Consumers are advised to keep screenshots of relevant posts as proof when needed. If a vendor fails in delivering the goods or disappears, in addition to the Consumer Council, consumers can also report the cases to the Customs and Excise Department or the Police. The Police has set up the Anti-Deception Coordination Centre (ADCC), and consumers can call the “Anti-Scam Helpline 18222”, if necessary.