Subscription traps, fake shops and fraud: In 2021, the Internet Ombudsman was confronted with almost 11,000 inquiries and complaints. The contact point had to intervene arbitrarily, especially in the case of problems with the delivery and the right of withdrawal, as the ombudsman announced this week. A positive development is that more and more domestic companies are accepting the offer of arbitration.
The number of complaints remained high after 2020. Exactly 10,726 inquiries and complaints were made to the facility in the previous year. In 2879 cases, out-of-court dispute resolution procedures were carried out with the companies. In 6,872 cases, the Internet ombudsman advised consumers on specific problems, legal issues or topics relating to online shopping and the use of digital media.
The most common complaints in 2021 related to delayed or non-delivery and problems with the right of withdrawal, followed by disputes over the duration and termination or validity of contracts. According to the broadcast, complaints about so-called “dropshipping dealers” have increased further. These are online suppliers based in the EU, who have the goods sent directly to the customer by the manufacturer or wholesaler (usually from China) – without ever holding the products in their hands. This sales method increased significantly during the Corona pandemic and is particularly attractive to young sole proprietors because it can be operated from home with little start-up capital and little effort.
Cheaply sourced goods are advertised on websites and social media and sold with a large profit margin. According to the ombudsman, however, this often means a nasty surprise for consumers when they find out that they have to wait several weeks for their package from Asia or that problems arise with returns or warranty rights.
Long wait for the goods
In 2021, advice from the Internet Ombudsman was needed most frequently on subscription cases. Bills for alleged memberships on fake streaming platforms, SMS for alleged parcel deliveries or competitions are often used as a lure by criminals to swindle credit card debits. In third place were questions about fake shops. In 2021, the scammers behind these alleged online shops mainly used goods that are in high demand in Europe but involve long waiting times – such as e-bikes, garden and barbecue accessories or the Playstation 5.
Source: Nachrichten
