OFFICE OF CONSUMER AFFAIRS

10 tips for safe online shopping by Virginians and the customers of Virginia companies

1. Use secure browsers
The software you use to "surf" the Internet is called the browser. Make sure that your browser supports security standards such as Secure Sockets Layer (SSL) or Secure Electronic Transaction (SET), which encrypt or scramble the transmission. This is particularly important when your message includes your credit card number. Information about your browser's security protocol is typically found under "security" in the browser's "help" file.

2. Deal with companies you know
Anyone can open a business on the Internet, so it's safer to deal with companies you know. Do not trust a site simply because it has a professional looking appearance. · Before you buy from an unfamiliar business, ask for a catalog or information by mail first. The company should readily disclose its physical address and phone number, and should be accessible by phone or should reply to your e-mails within a reasonable timeframe. Keep in mind that it may be impractical, if not impossible, to address complaints involving overseas companies. · Many non-governmental organizations, such as the Better Business Bureau, have certification programs or seals of endorsement for reputable online merchants. Look for those certifications on the merchant's Web site.

3. Read the privacy policy
Reputable companies will post their privacy policies on their sites in order to disclose the type of information that is being collected about you and how that information will be used. · Read those policies before you share any personal information on a Web site. Information collected about you may be sold as part of a list, or it may be used to track your spending patterns.

4. Pay by credit or charge card
The Fair Credit Billing Act offers you protection regarding credit card purchases. The Act gives you the right to challenge incorrect amounts or other aspects of a transaction by allowing you to temporarily withhold payment while the creditor investigates your complaint. However, you must notify the card issuer of any discrepancies or problems as soon as practical.

5. Understand the return policies
If you think there is a possibility that you may have to exchange an item, you should review the merchant's return policies regarding orders placed online. · These policies vary from business to business. Some companies may offer no-questions-asked, full refunds while others may only give you credit toward another purchase.

6. Know your rights
Companies may not be able to fulfill your order on time. Under the Federal Trade Commission's Mail Order Rule, a company should ship your order within the time promised, or within 30 days of the order being placed if no timeframe is specified. · The company should also let you know of any further delays and let you decide whether to accept the delay or cancel your order.

7. Protect any and all passwords
Certain online transactions may require the use of passwords. Birthdays, phone numbers and social security numbers may be easy to remember as passwords, but someone else can figure them out. Be creative with your password, but do not write it down in a conspicuous place or share it with anyone.

8. Protect all personal information
Most online transactions do not require personal identifying information such as your social security number, mother's maiden name, bank account number or former addresses. Be skeptical of sites that ask for this information.

9. Print your order and verify all charges
Once you complete an order, print a hardcopy and keep it as a receipt. Make sure that you obtain a confirmation number. Check for any costs not disclosed to you during the selection process, such as additional shipping charges or restocking fees.

10. Report problems immediately
Contact the company immediately upon your discovery of any discrepancies in the transaction. · If the company does not resolve the problem in a timely manner, you should contact the Office of Consumer Affairs or your local consumer protection organization.