How to complain about the online store?

How to complain about the online store : We all have the experience of online shopping. Usually, before buying online, we feel a sense of distrust in relation to the store we buy from. Except in connection with the stores that we have already bought from and we are sure about the quality of its products. After the spread of the corona virus and the implementation of quarantine regulations for that time, many changes occurred, one of these major changes was ordering products to online stores to buy goods. But we all know that this way of buying has some disadvantages along with all its advantages. Virtual space, like the real space, is not safe from criminals and along with the developments of this space, various crimes occur. Therefore, in this article, we will examine the complaint from the online store.

In general, an online store is a form of e-commerce. This store allows consumers to buy goods and services from the seller directly on the Internet. On the other hand, any business can use physical, online or both store methods to sell its products and services. The online store can be a website page or a specific application through which the user can buy the products they need electronically. Stay with us.

What you will read in the rest of this article
Complain about the online store
Methods of complaining about the online store
The best way to complain about the online store
Article 2 of the law on protection of consumers’ rights in complaining about online stores

Complain about the online store

Many users wonder if it is possible to complain about the online store. In response, we must say yes, this is possible. Because companies and online stores are required to operate within the framework of their laws and obligations.

The following items in the discussion of online shopping can lead to complaints from customers and the creation of legal and criminal cases:

Non-delivery of goods
Defects in the product
There is a discrepancy between the product the customer wants and the product he receives.
Delay in delivery of goods
Of course, keep in mind that the violations that exist in the discussion of complaining about the online store are not limited to the above. In other words, these things can be very diverse. In the following, we will review the methods of filing a complaint in this discussion, but in this section, it is necessary to mention that, considering that there is a possibility of complaining through two ways, the unions and the punishment organization.

the following are also considered as reasons for customer complaints:

extortion
short sale
Fraud
Concealment and refusal to supply goods
Failure to issue an invoice
Forced sales and other cases that are planned in the law of government punishments can be pursued by unions and punishments.
Violation of customer rights
Violation of advertising rules
Violation of trademark rights

Methods of complaining about the online store

In this section, we will examine the methods of complaining about the online store. This complaint is generally made in three ways. These three forms are:

Electronic trust symbol system: In order to complain about online stores through this method, it is a condition that the collection has an electronic trust symbol. If you get your goods or services from a store that has an electronic trust symbol, you can go to Inmad’s website to register your complaint.
Complaint through FATA Police: FATA Police professionally conducts preliminary investigations of computer crimes with the referral of the Computer Crimes Prosecutor’s Office and sends the results of the investigation to the competent authority. To file a complaint through FATA police, you must first log in to https://csirc.cyberpolice.ir. Then, to track your results, you must be a member of this system. After registration, you enter the electronic services section and then in the public report registration section, you submit a report of violations of the online store that you are complaining about.
Complaint through judicial authorities: To pursue the matter through judicial authorities, you must visit the electronic judicial service offices and register your complaint in the Sana system. This complaint will be sent to the Computer Crimes Prosecutor’s Office. The General and Revolutionary Prosecutor’s Office of the 31st District of Tehran is responsible for dealing with crimes related to violations in the field of cyberspace.
The best way to complain about the online store
Which of the introduced methods is more efficient and better for complaining about the online store? This complaint through the judicial authorities has longer procedures than the previous methods, but we have the possibility of obtaining a judicial decision in this method, which has the guarantee of strong execution of the decision by the execution of judicial decisions. As a result, it is more efficient and better than the other two methods.

To use this method in complaining about the online store, you must go through the following steps:

First, you must go to one of the judicial service offices with the necessary documents, including the national card and payment receipt, etc., and after filing the complaint, this complaint letter will be sent to the Computer Crimes Prosecutor’s Office through the aforementioned office.
After receiving the complaint by the prosecutor’s office and referring it to the branch, the prosecutor’s office issues an order for preliminary investigation. Then he sends FATA to the police.
After the completion of the preliminary investigation, if the prosecutor’s office is of the opinion that no crime has been committed, it will issue a restraining order against the complaint against the online store. However, if the prosecutor’s office is of the opinion that a crime has been committed, it will send the case to the second criminal court by issuing a subpoena.
After the criminal court receives the complaint and the necessary order, it summons the parties for a hearing.
The court will review the reasons for the crime. If he believes that a crime has been committed, he issues a verdict on criminal conviction. This decision can be appealed in the provincial appeals court within 20 days from notification.
The noteworthy point is that the method of complaining about the online store should go to the prosecutor’s office when the complaint is dedicated to cases where the online store’s action is a crime and has a criminal title such as internet fraud. Otherwise, in cases where the action of the online store is not a crime, you should only go to the dispute resolution council or the legal court to file a lawsuit.

Article 2 of the law on protection of consumers’ rights in complaining about online stores

In this section, as a final word in the discussion of online store complaints, we examine Article 2 of the Law on Protection of Customers and Consumers. Thank you for your cooperation. All suppliers of goods and services, individually or jointly, are responsible for the health and safety of their goods and services in accordance with the rules and conditions contained in the laws or the contents of the relevant contract or custom in transactions. The important points in this article are:

If it is a general transaction, if there is a defect or non-compliance of the product with the specified conditions, the customer has the right to demand only a healthy replacement. Conversely, the seller must provide it.
And if it is a partial transaction with the same specific object, the customer can cancel the transaction. Or ask Arash for a defective and healthy product. This means that the seller is obliged to pay that amount.
In case of cancellation of the transaction by the customer, the payment of damages by the supplier is excluded.
If the damages are due to defects or lack of quality and the suppliers are aware of it, in addition to compensation, they will be sentenced to the punishment prescribed in this law. If their actions have other criminal titles, they will be subject to the same law.

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