Should we be responsible for our online shopping mishaps?
The third session of the Intergovernmental Group of Experts on Consumer Protection Law and Policy hosted UNCTAD sparked many conversations about product safety, e-commerce protection, and best practices that would protect consumers worldwide. It was an opportunity for delegates from all over the world to share their ideas, concerns and success stories with others.
A reoccurring point that was made by several delegates was consumer education and empowerment. With the world becoming more digital, youth are the drivers in connectivity and online platforms.
According to the United Nations Children's Fund (UNICEF), 71% of youth worldwide are online; this is out of 48% of global internet users. As a result, there is a rise in use of social media and e-trade, as well as a rise in exposure to online risks.
“The risks involve not knowing who you're purchasing from, and consumers not receiving the benefit of their bargain,” Deon Woods Bell of the Federal Trade Commission said. “You think you're getting a lovely dress, instead you get something that's not what you thought you were getting. Sometimes, they're not receiving those goods at all, or they get into subscription traps where they get hooked into ongoing or recurring charges, and they had no idea what they were signing up for because there wasn't a clear disclosure.”
The director general of the Consumer Protection Council in Nigeria, Babatunde Irukera, said his country observes the shopping patterns of youth to create accurate policies that would protect them. He said consumers first need education on what their consumer rights are to be able to fight for them.
“Young people need to recognize that quality is a matter of right. It's not privilege and it's not a favour by those who provide services or sell goods to them,” said Mr. Irukera.
He encourages consumers to “demand and insist”, which is the slogan of a current consumer protection campaign in Nigeria and on social media (#DemandAndInsist). Mr. Irukera believes the more people stand up for their consumer rights, the better the quality of goods and ultimately, the better the consumer protection infrastructure.
“You must demand when you're not getting the appropriate standard or when your rights are not respected. Demand, and beyond demanding, insist – stay there until you get it. That does two things: it ensures that you get the right service, it ensures that your rights are respected, but much more than that, it continues to raise the standard and the level in society.”
The main lesson of the Consumer Protection and Policy session was that there is no such thing as being too careful. Those in authority need to adopt best practices and policies to protect consumers, but consumers themselves need to do their part and take precautions while online.
“You should make sure there's an appropriate opportunity for you to return goods should they not be in line with your expectations,” said Ms. Bell.
“You should make sure that the goods are from a reputable source. You can ask your peers and then use those resources online, which older consumers may not be as aware of. Make sure to use your full arsenal of technology to support you making wise decisions with online purchases.”
Consumer protection has been a continuous point of discussion at UNCTAD, starting with the adoption of the United Nations Guidelines on Consumer Protection (UNGCP) in 1985, to recent discussions about consumer trust at the eCommerce Week in April 2018, and mentorship of young entrepreneurs on how to foster a trustworthy e-commerce ecosystem at the eFounders Fellowship Programme with Alibaba Business School.
UNCTAD is dedicated to ensuring member states prioritize the satisfaction of consumers in their countries to achieve maximum benefits from their economic resources and ultimately, achieve the Sustainable Development Goals of Agenda 2030, both locally and globally.
