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Since the beginning Cyberday, and as of 06:30 this Tuesday, the National Consumer Service (Sernac) had received 416 complaints, mainly for lack of information regarding the prices of the offices, offers that would not be such real and some problems in the transactions.
The national director of Sernac, Lucas Del Villar, explained that it is still a process in development, although in general an adequate behavior has been visualized by the companies, with some exceptions.
The authority explained that the Service continues to monitor that companies comply with the minimum floors, that is, prices are properly informed and that they are the same at the beginning of the transaction as at the end; that the advertising is true, that the stock is indicated and that the dispatch information is clear.
Del Villar stressed that he hopes that the firms that are participating in this event be professionals also in the after sales, especially that they compromise dispatch deadlines that they can meet or promptly report any problem in this regard.
Delayed delivery of products has been one of the biggest problems in e-commerce during the pandemic.
The authority highlighted that Sernac has a good practices agreement with the Santiago Chamber of Commerce (CCS), whose objective is “precisely that the participating companies meet the expectations of consumers.”
The director recalled that they are working on delivering new rights in this matter through a Regulation of the Ministry of Economy, among them, the requirement to inform the price history, that the values of the products are published with the dispatches included and the Obligation to respond to intermediaries, among other aspects.
Likewise, the Service is developing a Collective Voluntary Procedure with the three main retail companies to address the delay in dispatches.
Rights in electronic commerce
Consumers who make purchases online have the same rights as in any purchase or service contract, that is, to know the relevant characteristics of the products and services, to have the final price reported, to know the available stock and that the product dispatch deadlines are respected.
Before any breach, consumers can claim www.sernac.cl or by calling 800 700 100.
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