many people have fallen victim to online shopping scams
BY MUNYARADZI BLESSING DOMA
For many Zimbabweans, online shopping has become a convenient way to get everything, be it clothes, electronics, household goods, groceries among other things.
And this is all possible with a few clicks on a mobile phone, as buyers are connected with sellers, saving both time and transport costs.
However beyond this convenience, now lies a growing danger; an increasing number of consumers are falling victim to online sales scams.
With most of these scams, victims lose their hard-earned money to fraudsters, who disappear after receiving payment or deliver products that are fake, damaged or completely different from what was advertised.
And some victims only realise they have been scammed after their calls go unanswered and they are blocked on messaging platforms.
For some victims, they are forced to live with empty promises of refunds, leaving them frustrated and financially strained.
Many people are already facing economic challenges, as in most cases, they spend months if not years, saving for something; such that when they are scammed, the effects are devastating.
Consumer rights advocates say the rise in online scams is being fuelled by the rapid growth of digital marketplaces and social media trading, where anyone can create a page, advertise products and request upfront payments without proper verification.
Langton Dzenga, former Regional Manager for Consumer Council of Zimbabwe (CCZ) Mashonaland, said where possible, consumers should stick to traditional transacting modes (physical) or pay upon delivery, inspection and testing where applicable.
Langton Dzenga speaks on online scams
Dzenga added that consumers should only pay when an item has been received and they are satisfied and item should have a warranty.
“So what happens is a lot of people across the divide, have got access to things like WhatsApp, internet in general and the like because now we have got data packages which are enabling people to go online, anytime anywhere.
“And a lot of people are browsing the internet so what now happens is when you browse, the more you browse, you come across a lot of these scams, they sound so appealing, they promise you a lot of goodies, incredible deals and the like and sometimes you are lured to enter into fictitious competitions.
“Sometimes you are lured to send money and you are even told you have won something then maybe you have got to send some money for your prize to be sent to you,” said Dzenga.
He went on to mention that fraudsters use several scams to lure people, hence they should be careful with how they operate online.
“It is most advisable for consumers to make sure they don’t go for baits, it is also advisable to try and deal in a physical way.
“If you want to buy something, go to the shop and buy. If somebody says they can deliver, then they should deliver, you see the item and inspect whether it’s genuine or a counterfeit.
“If satisfied they can test it and they give you the necessary warranties, then you pay.”
He further urged consumers to avoid shortcuts, because being gullible will lead to one losing money.
“It requires a whole of discernment to see whether you are dealing with a bonafide supplier,” he added.
Dzenga also urged consumers to disregard spam messages and not to click on any links which they get in their inbox.
One woman who chose to be anonymous, revealed that she is a victim of an online scam, after she wanted to buy furniture for her house.
What had begun as a convenient way of shopping, turned out to be a nightmare for her, after what she ordered, was nowhere near similar, to what she got.
“I ordered furniture online, some sofas and two beds after I had seen the things on someone’s status.
“The things were displayed in such a way that I was lured to buy.
“So I got in touch with the supplier and I paid the deposit and they promised to deliver.
“What was delivered at my house, was far more different from what I had seen on the pictures,” she narrated.
She revealed that efforts to have this rectified were fruitless, as the supplier was adamant that they don’t do refunds.
“The guys insisted that what had been delivered was the same as what I had ordered.
“And when I insisted on my refund, they refused and even ordered that I pay the remainder of the money or they would take back the sofa and one bed.
“I will never forget that ordeal, I still have the trauma as a result of my experience with online shopping,” she added.
Pardon Hungwe narrates his online shopping ordeal
Another victim revealed how he lost the money for bricks for his house.
Efforts to contact the guys proved fruitless as numerous calls were left unanswered till the given numbers were no longer going through.
It is said the emotional impact on victims is often as painful as the financial loss. Many are left feeling embarrassed after trusting strangers online.
And as for others, they become reluctant to use legitimate online shopping platforms, fearing they will be cheated again.
As Dzenga said, consumers are encouraged to exercise caution before making payments.
When one opts for online shopping, they are urged to check reviews, confirm the seller’s physical location, insisting on secure payment methods and being careful of deals that appear too good to be true, so as to try and reduce the risk of fraud.
The CCZ has raised concern over this 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.
Rosemary Mpofu, CCZ Chief Executive Officer 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.
While caution has been called for and the CCZ has warned scammers, consumers should know that any online advert may be a genuine business or a scam waiting for its next victim.
