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Online Shopping

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Rebecca Choeung

on 28 August 2013

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Transcript of Online Shopping

Online Shopping
the Pros and Cons
Starting Tips
Consumer Complaints
What is it?
Online shopping is a convenient way of shopping for goods and services when you don't have the time for a venture to the mall. You can browse online, pay by credit card and have your purchase delivered to you.
You don't have to leave the comfort of home to purchase something
Although online shopping can be very useful and fun, there are also many things to be aware of.
By shopping online, there are chances of encountering scams, or something happening to your payment or delivery.
Make sure the site you are buying from is a secure site. To check, the site should either:
Start with
have a closed padlock somewhere on the site
Use Common Sense and Trust your Instincts
It's good to be alert when shopping online. Be cautious if:
The website looks suspicious or unprofessional
You aren't confident about giving away personal details, or receiving what you paid for
The website offers bargains that seem too good to be true
Read the Fine Print
Always read the terms and conditions before making a purchase. It may be a tedious task, but it's better to be safe than sorry!

If the total cost is expensive, it may be better to buy the product locally. If it looks too cheap, be suspicous- it may be the work of scammers!
Step 1
Contact the company that has produced the product and explain the situation and what you want to happen, as soon as possible.
Step 3
Take Legal Action
Step 2
Contact the ACCC -
Competition &
Or another third party
Things to know-

They will most probably ask for proof of purchase to discuss whether it is a major or minor problem to determine what will happen.
It's best to keep a record of all the purchases you have made, so that you will be prepared if something like this happens
It's good to write a complaint letter - that way, you have a record of your contact and the seller is well aware of your situation
If there is still difficulty in resolving your problem, you may consider seeking professional assistance.
The best place depends on your situation:
The business
State and territory consumer protection agency
Industry ombudsmen and dispute resolution
State and territory small claims tribunals
Legal advice

 If prices are in a different currency on the website
 Total cost, including delivery, taxes and duties
 The cost of the same item in Australia and local stores
 The site is secure for your credit card details
 What you can do if the there’s a problem with your purchase and you want to return it for a refund, repair or warranty claim
 The business’s privacy policy
 The product is legal and will work in Australia
 If you have the chance to confirm or reject your order before playing
• Never provide details to an unsecure website

Before Starting
wise words from

Always remember to compare prices with another website. You never know, you might find the same product for a cheaper price!
If you are unsatisfied with your purchase, within rational reason you may make a consumer complaint. That is, if the matter cannot be solved by the store you purchased the product from.
This video shows how hard it can be to find the exact item you are looking for when shopping online
Google Analytics in Real Life - Online Checkout
By Rebecca Choeung
Complaint Letter Template
[Your name]
[Your address]
[Your phone number or email address (how you want to be contacted)]

Customer Services Manager (if you don't have a contact name)
[Company Name]
[Company address line 1]
[Company address line 2]
[Company address line 3] [Postcode]

Dear [Contact Person or Customer Service Manager],

[Account number, services purchased etc.]

On [date], I [bought, rented, was provided with etc.] a [service performed etc.] at [location, date and other important details of the transaction].

I am disappointed because [the service you provided, your service etc.] was [unsatisfactory, unfinished, defective etc.] because [explain the problem as you understand it giving as much detail as possible].

To resolve the problem I would like you to [state the action you require e.g. refund, service performed again, rectified etc.].

Enclosed is a copy/are copies of the [receipt, contract etc].

I look forward to hearing from you by [date- 10 working days after receiving this letter or email is a reasonable time for a response]. I would like this problem to be resolved between us. However, if we are unable to resolve the matter I will refer it to the Office of Fair Trading.

Please contact me at the address or phone shown above.

Yours sincerely
[Print Your Name]

from: http://www.fairtrading.qld.gov.au/Consumers/Sample_complaint_letter_for_services.rtf.
Full transcript