BY MUNYARADZI BLESSING DOMA
The Consumer Council of Zimbabwe (CCZ) has raised concern over a surge in online retail scams, warning that an increasing number of consumers are losing money to fraudulent sellers operating through social media platforms and informal online marketplaces.
In a statement, CCZ Chief Executive Officer Rosemary Mpofu said the Council has witnessed a significant increase in complaints involving consumers who pay for goods that are never delivered, receive products that differ from those advertised or fail to secure refunds after sellers disappear.
“We are increasingly concerned by the growing number of consumers who are falling victim to fraudulent online retail platforms and social media-based sellers. Many people are paying for goods that are never delivered or receiving products that are significantly different from what was advertised,” said Mpofu.
She noted that as the country continues to embrace digital commerce, it is critical for both consumers and businesses to understand their rights and obligations under the Consumer Protection Act [Chapter 14:44].
The Council explained that the law requires suppliers offering goods or services electronically to provide adequate information to enable informed purchasing decisions, including their identity, physical address, contact details, product descriptions, pricing information, delivery arrangements and the terms and conditions governing transactions.
“As Zimbabwe embraces online trading, it is important that both consumers and businesses understand their rights and obligations under the Consumer Protection Act. Transparency and honesty are essential in building trust in the digital marketplace,” Mpofu said.
According to the CCZ, many online retailers operate without disclosing sufficient business information, making it difficult for consumers to verify their legitimacy or seek redress when disputes arise. In many cases, buyers are left with only a mobile phone number or social media account that becomes unreachable once payment has been made.
Mpofu urged consumers to exercise caution before completing online purchases.
“Consumers should verify the identity and physical location of sellers, request proof of business registration where possible and avoid making full upfront payments to unknown traders. Keeping records of advertisements, receipts and payment confirmations can also be crucial if disputes arise,” she said.
The Council also encouraged members of the public to be wary of deals that appear too good to be true and, where possible, to purchase from reputable and established online retailers.
At the same time, CCZ called on online businesses and social media traders to comply fully with the Consumer Protection Act by providing accurate information, honouring contractual obligations, delivering products as advertised and responding promptly to consumer complaints.
“Online businesses and social media traders must provide accurate information, honour their contractual obligations and respond promptly to consumer complaints. Responsible business practices are key to sustaining confidence in e-commerce,” Mpofu added.
The consumer watchdog further appealed to regulators, digital platform operators, law enforcement agencies and other stakeholders to strengthen efforts aimed at combating online fraud and promoting safer digital marketplaces.
Consumers experiencing challenges with online transactions have been encouraged to report such cases to the Consumer Council of Zimbabwe for guidance, complaint handling, conciliation and dispute resolution.
“The growth of e-commerce presents immense opportunities for both businesses and consumers. However, those opportunities can only be fully realised if transactions are conducted transparently, responsibly and in accordance with the law,” Mpofu said.
