NMHH warns of the risks of online marketplaces

According to the statement, online shopping has become commonplace in Hungary, but on popular marketplaces we can increasingly come across counterfeit or poor-quality products, which in some cases can pose a serious health or safety risk to consumers.

According to the study, a significant portion of customers are unaware of these, while others accept the uncertainty due to the low price.

Based on 200 test purchases, the ordering process is smooth on most platforms, the majority of products arrive on time, and the customer usually receives what they ordered.

According to the announcement, the problems begin when a product of lower quality or a completely different product from the advertisement arrives, and the complaint process is initiated.

Quality complaints most often appear in categories such as electronics, tools, cosmetics and clothing; Customers often report misleading photos, incomplete product descriptions or imitations that only resemble the original in their packaging.

According to the research, the quality of complaint handling is the most critical point on online marketplaces: the return process is complicated on many platforms, has hidden conditions or involves disproportionate costs.

There have been cases of lost packages, disappearing sellers, broken package tracking links and even cases where the customer could only receive a coupon credit instead of cash or a refund.

The analysis shows that similar experiences cause a loss of trust in the consumer, and many people give up on making a complaint after this.

However, the study also identified positive examples: where the online marketplace handles emerging problems quickly, transparently and empathetically, customer satisfaction remains high even if an error occurs during the order.

According to the research, long-term customer trust is primarily built from the correct resolution of problematic cases.

In addition to filtering out dangerous products, clear communication, accessible customer service and a correct return process are equally important.

The experts drew attention to the fact that if we suffer damage during an online purchase, the first and most important step is complete documentation: take photos of the product, the packaging, and be sure to keep the invoice or receipt.

First, try to resolve the dispute directly with the seller, and if unsuccessful, use the marketplace’s own reporting interface or any customer protection program.

If the administration within the platform is unsuccessful, Hungarian consumers can contact the National Trade and Consumer Protection Authority with a consumer protection complaint, the conciliation bodies in order to resolve the dispute out of court, or the to the European Consumer Centre if the complaint is against a seller registered in another EU Member State.

In the case of more serious fraud, counterfeiting or phishing, the National Tax and Customs Administration and the police are authorised to act, they added.