you have the right to apologize for the consumer protection law, especially taking into account the order to contact the seller himself, it is another matter that, of course, consumers have problems contacting the seller. if it usually answers through a personal account, there will be some kind of standard answer. and then you wait a very long time by the sea for the weather, has nothing to do with the request. quite right. yes, uh, just keeping up appearances, yes, they answered you like this, but it turns out to be on the website of this online store. yes, separate e-mail , where, uh, the official reviews appeal. and there already it is the person who answers your claim, therefore, you need to look at this e-mail address through which to contact. well, in general, the most reliable way is to send a claim to the seller in writing with notification. you will know what is received yes, when received, and then there are certain deadlines established by law. in what time should you be answered, so everything is pla? return and

belarusians can now unconditionally, of course, return all this money. yes, yes, that's all for 3 rubles. for each item, if the seller did not respond. unfortunately, it also happens, uh, then the state protection is a place, an executive and administrative bodies. each executive committee has an authorized official responsible for protecting consumer rights, you can contact them, usually issues are resolved much faster, or you can also turn to the consumer public association for help, which, by the way, is obliged to help consumers free of charge. one more nuance to settle. i don't know maybe you already i also faced such a complaint, i can’t understand why in some marketplaces the price is the same, when i press the button to buy a product, it doesn’t get into my basket and i buy it. i already have it at the point of issue at a different price, more expensive than what was advertised than me. uh, lured. yes,

it’s like that this is also a violation, and uh, it’s important here what to explain to consumers. eh, when we buy goods in a stationary store, yes, we paid the money, received a check, a check - this is our contract. we have all concluded and executed the contract of sale, and in online store a little differently, taking into account this specificity. yes, when i, as a consumer, order in an online store, my order was accepted. yes, as you say, placed in the basket, the order is accepted. here, then the contract was already concluded and in this situation. what does it mean that you have entered into an agreement? this means that you have agreed, including on the price, and after this moment the price cannot be changed. unfortunately, not all sellers behave decently in this situation and say that you know, we have already run out of goods at this price. at us a new supplier or some other stories start to tell. but consumers need to

insist that the goods be sold at that price, and if you don’t want to, don’t buy in this, probably, this is what we are counting on. it seems to me not yet. this is how you know the culture of consumer extremism, when we really track every step. well, i think that, well, okay for 5 rubles. more expensive, and here on this calculation is not present. it is also possible that this is based on the fact that consumers do not want to waste time participating. here in these proceedings, but i want to tell you that there is and consumers who think rationally and are very persistent while achieving their requirements. and i want to draw the attention of the legal ones, because you understand the requirements, uh, the calculation, maybe this one, but it seems to me that if consumers do not react to this, but simply refuse to buy and then go, and buy from someone else, otherwise, probably, we will not educate our sellers in this way, we will not retrain them in a conscientious attitude towards the buyer. after all, it is important to understand what to buy. after all, it is the driving force. booba business won't

to buy means that the business will not develop. well , after meeting you, i will start doing this, i will start fixing all prices, because, well, many sellers have become a habit. here, as it were, allegedly, as fluctuations in the market prices. yes and now we have to get used to the fact that they are lured by one price, and they are sold to us under another lure of a sale. uh-huh and here is the so-called black friday. yes, i’ll just tell you my experience, just an example that i place an order with one of the internet sellers, and i enter a promotional code for the belt, which means they give me a discount and when i go to my personal account, the final price is already without a discount. and that is, we offer me to buy this product without a discount for some reason, that is, these declared sales from the discount, who and how controls them in the same way, first of all , consumers, secondly, competitors. that and if this happens, but in fact, this is really a violation. and perhaps there is more to it. violation of the law on advertising, because

when they advertised they told you that we would sell it to you at a discount, because you buy promotional code, or fulfill some other conditions here, there may be a violation of the law and advertising advertising must be reliable. and if such a discount was not provided to you. even though it was promised in the ad. you have fulfilled all the conditions, then this is a violation of the advertising legislation. well, the number of 24,000 online stores came as a shock to me. even more already more. they have all passed the necessary checks, they can all be trusted. when the online store opens, there are no checks. no, yes, but we are talking about the fact that we have, firstly, a commercial register. yes in including online stores, in which you need to e turn on. uh, and uh, this trading rice is posted directly on the mart website, you can go and see it. and why do we say that it is important to pay attention to whether it is registered in the commercial register, because, firstly , you can carry out activities when you have registered there. and secondly, this is one of

the indicators, er, conscientiousness after all. why is the online store trying, how much does it want to work within the legal framework, why is it important for the consumer so that you can see he is registered. this means that if a claim for quality suddenly appears, or some other nuances regarding delivery, and so on. he will always find. who is these consumer protection trade law requirements. we managed to break the stereotype of consumers who believe that if you buy on the internet, then you won’t find anything like it in the commercial register - this is the information, and secondly, thanks to presidential decree number 60, which has been around for a very long time accepted, a is required, and activity under commerce must be carried out through a national domain name. and the owner of this domain name always has information, that is, you can always find a seller. selling goods through the site. that is,

an online store is already evidence, not anonymity. quite right. but this is about online stores, but there are also non -online stores on the internet, for example, social networks messengers, which also sell some goods. here are services including, and why here and when making a purchase on social networks or in instant messengers, it can sometimes be very difficult, and even impossible to return money for low-quality goods , i will explain why, firstly, this is not an online store and often in social networks and instant messengers. goods are sold, uh, people illegally. we don't take. now everything. uh, who sells used ones? yes, for example, things vilified something. uh, they wanted to buy something new, and sell this one, because it's still in good condition. this is his former used personal belongings. please, sell. well, unfortunately now we are often faced with a situation where illegal business activities are carried out simply through social networks. sell ​​goods

moreover exhibit very beautiful pictures, please order. buy, yes , everything is shipped cash on delivery. a person receives, and there is a completely different quality of a product of a different type, it happens. this is not the same product at all. yes, the wrong product, yes, it begins to contact, uh , the seller, who, by the way, within the meaning of the consumer protection law within the meaning of the law on trade is not a seller, since there is no subject of the economy, just an individual. here. uh, then the one who purchased the goods is making a claim blocks. he can't write anymore, he can't contact this pseudo-seller in any way. eh, and as a result, protecting your rights is very, very problematic. it's still good. if possible. and for example, on the account to which the money was transferred, somehow establish this person who sold, but in general, what you need to understand here is the relationship between two physical persons, not a consumer and a seller, but simply a buyer and that i sell yes, an individual

who sells things here is such a trick for i understand that consumers, we cannot always still distinguish an online store from an individual. in social networks. we think it's about the same. yes, unfortunately, many consumers think that this is also an online store. and this is not an online store, in principle, it cannot be there, you can advertise an online store on social networks. but when you place an order, it must be an active link to the site online store, if the site does not have an online store, this should already be quite right. this should guard us even more if there is no name, for example, an individual entrepreneur such and such yes, but location, and so on. here you definitely need to be wary, because, well, if you're lucky and get quality goods. well, as the practice of considering appeals shows, uh, they usually sell low-quality goods for quite a lot of money. well, it's a matter of quality. he is subjective you know. when i read, sometimes

i laugh a lot under some product reviews, because people expect some kind of superpowers from a modest product for a small price. let's just say from the point of view of legal and consumer protection legislation. uh, product quality is not an abstract thing. there are certain requirements, first of all. there is even a definition in the consumer protection law. what is product quality? what are the shortcomings of the goods, but this is the first moment the second moment, depending on which product there are technical regulations that establish quality requirements, yes, plus some products are subject to mandatory certification. this is also a quality check. yes, there are objective criteria is another matter. that's what you say, and you're right, some people put too much hope on certain products. yeah, sometimes this doesn't happen, so there's a requirement that e. in an online store, for example, about a product, all information about who manufacturer? yes

, according to what technical conditions any of those regulations that this product was produced, that is, in order to have objective criteria for assessing the quality of this product, sellers who enter into communication with their e, buyers of the network, they always pay attention to the fact that all the characteristics are set out and you must have been carefully reviewed before clicking on the buy button here, well once again follows. probably on our part to remind buyers that read everything so that the consumer has not only rights, but also obligations, but there is no such obligation get acquainted with the information. yes, but on the other side. if the seller provided all the information in good faith , then here the seller is not responsible for the choice of the consumer. and what is the algorithm of actions of the e-consumer, if, in the case, if we assume, and the online store refuses to return the money? a quality product where to go in march e to understand or in the

republic of belarus a consumer protection system is built e, in order to quickly and quickly make a decision to consider appeals there is presidential decree no. 498, according to which, initially, all appeals are subject to the place where the offense occurred, for example, an online store e, registered in one of the districts of the city of minsk, which means you need to contact the administration of the district where this online store is registered. store, or the consumer can also apply at his place of residence. the executive committee will also provide assistance to him, plus we talked with you now about statehood, and if he is dissatisfied with the results consideration, uh, by the district executive committee, or by the district administration, he can always apply, either to the region by the regiment, or to the city of minsk, depending on where he applied ahead of it. and if the decision does not agree with this, then only in march. this is

state protection. there is also public protection, a public association of consumers also provides, uh, assistance to consumers, so the issue can be resolved if the consumer returned the goods to the seller, and uh, the seller, in turn, did not return the money to him within the time limits established by law funds for this product, the consumer has the right to demand a penalty in the amount of one percent. for each day of delay. i am very grateful to you that we met today, because in preparation i studied the mores in the warehouses that prevail in these online stores and realized that this is a very, very, very complicated world often. well, how, how when? it’s just worth treating with understanding in general, what is happening there? how do these shipments work in what kind of slave labor uh, uh, to collect these boxes at all. and what turns out to be in these boxes? in general, it's just awful. here you go we will show a fragment of one of the films, uh, dedicated. work on online stores people

who steal goods in their stomach socks between their legs use this product for their personal purpose, for example, goods 18 plus we have like in shoes, although it should also be checked, changing old shoes for new ones directly, as andy duframe security guard. didn't even notice that andy was wearing different shoes. look at the other person's shoes. all works are good, and in order to show that our buyers know that if you came to the box is not the shoes you ordered, not necessarily the seller cheated, it could be warehouse workers who were forced to be put in such conditions, what do you say in defense of e-commerce here, how are you? you see her perspectives, taking into account this video material,

i can say that all the same, uh, the seller is the seller. we mean a legal entity, or an individual entrepreneur, is responsible to the consumer for what goods he delivered to him. this is the first moment the second moment, a speaking in defense of e-commerce, then certainly. it's very, uh, convenient, a very dynamic tool, and one that takes into account specifics. e our life. this one is very fast. yes, when you don’t want to waste time choosing to go somewhere, when you can do all this at home, for example. well, taking into account the fact that there was a situation with a pandemic, yes. eh, it's also a certain security here, so here i would like to say that, firstly, by the consumer, but it is important to be rational in demanding. not at all emotionally rational for this, you need to know at least a minimum of those rights and those obligations that the seller has, so that the seller does not demand too much, but on the other hand,

i would like to wish, a representative of e- commerce, but still engage in -first self-regulation of the industry in order to improve the standards of customer service and build consumer confidence in good faith behavior in belarus, there are a lot of online stores. we have crossed 24.000. and i think that this process will develop, since there is a demand, there are all consumers. and now we'll take a short break. after a short pause, we will return to this studio again, while subscribe to our telegram channel. it’s called say don’t be silent, and look for all our episodes on the youtube channel in belarus alone on the air. say, don’t be silent, and our guest is the head of the board of consumer rights protection of advertising control of the ministry of antimonopoly regulation and trade, there is a talker, in addition to online stores, there are also various services on the

internet, which we yes, but in particular me confuses the last time a lot of loans. it 's just an hour without guarantors without a visit. office in your opinion, who are these scammers? uh, you can't say 100% scammers until there's a trial, but really. here is the problem. there is an explanation of what kind of organizations that only advise consumers. e about obtaining a loan analyzes, supposedly some kind of situation. yes, at the suggestion of the consumer , some options are selected for him. this is the first aspect yes, and in this case, well, the user is created i feel like i'm talking to you right now. now i will conclude an agreement with you, and i will receive a loan, in fact, it turns out that these are just informational consulting services that cost a lot of money. and in the end, it will be necessary to go to the bank later, but the bank still turns out and will not always give such a loan, that is, what the

consumer was counting on here. with such words, such phrases of the consumer, they are simply misleading as to what kind of service he is provided here. hmm this is the first the aspect, as i have already said, and the second one is when a microfinance organization works taking into account the fact that the situation was quite serious in the market and, uh, the interest was just reasonable. . that is, it is not a bank loan. this is a different form of loan, but nonetheless. what i would like to draw the attention of consumers to is important to read the contract with us, unfortunately, here we see people who do not read the contract. if you don't want to read, large volume. let's recommend to our consumers. at least the subject of the contract and the terms of payment and terms of payment. yes, there you will see this amount, which

i hope. this will stop reckless actions by concluding an agreement, for example, for 1,000 rubles. for information services. here is either, uh, a microfinance organization, where very high interest rates here are misleading us, that is, the trick is such that a person does not understand what he is paying. he thinks for a loan. and in the end, he pays only for information about where her you can get it. for now, yes, this is the conclusion we can draw. well, considering what to prove, it's practically impossible, because it's, uh, there's no audio recording. and when we begin to conduct proceedings, the consumer signed the contract, and he signed it only from the words of not having read it. that is why i say that it is important for consumers to read the subject of the contract and the terms and conditions of payment. there is also a very important point, those people who do this they collect information. they will probably ask you for your passport as well. yes personal data personal data so

-called here i am marked. sometimes it's expensive, it's just surprising and again last week. and two men in uniform, very similar to the uniform of the employees of the jez, knocked on the apartment of an elderly acquaintance of mine and said, we serve the ventilation there, they passed somewhere on us. naturally let them in. yes, and they did something there for the service, they took 100 rubles. paper, a type of work performed, was also issued, but according to a friend, there was no effect. is it possible to return money and here in such situations? how can you protect yourself in such situations? i recommend that consumers first ask what kind of organization it is, because you can walk in a uniform similar to the shape of a jees, you can talk beautifully about what needs to be done, and the conversation is usually built in such an organization in such a way that to consume, and especially his older ho