(Prague, 31 December 2024) The holidays are over, but not for everyone – some consumers are dealing with the consequences of not receiving gifts they ordered and paid for. When a retailer does not respond or refuses to refund money, it is possible to get the amount back without the business’s consent, warns the European Consumer Centre Czech Republic. This is if the payment was made online by card or other online payment instruments.

“If people have paid online by card and cannot get their money back, they can ideally contact their bank by phone and ask where to send what documents. Usually this will be to confirm the order and communicate with the retailer. The bank will then initiate the chargeback process, which is a tool used mainly in cases of non-delivery of goods and non-refund of money after withdrawal from the contract,” explains Ondřej Tichota, Director of the European Consumer Centre Czech Republic (ECC).

An example from practice is a Czech consumer who paid almost CZK 7,000 for two pairs of shoes on a fraudulent e-shop mimicking the official Ecco website (www.eccoutlet.cz). After realising that the goods were unlikely to arrive, he contacted the ESC, which could not help him because it was a scam. But it advised him to apply for a chargeback from his bank and he got his money back. In addition, eccoutlet.cz was subsequently placed on the list of risky e-shops maintained by the Czech Trade Inspection Authority, under which ESC operates in the Czech Republic.

In addition to chargebacks, consumers can also benefit from the protection offered by various online payment systems. “The platforms provide protection for buyers through their dispute resolution departments. If the goods do not arrive or are not as described, consumers can file a complaint directly through the payment system and ask for a refund,” Tichota adds.

In any case, ESC Czech Republic recommends contacting the seller and keeping the communication. It is advisable not to delay in requesting a refund. The bank then has two months to process the request, and is not legally obliged to make the chargeback, but often does so voluntarily.

If chargeback is not possible with the bank, the EU’s network of European Consumer Centres can help in disputes with businesses in other EU countries – free of charge out of court. Disputes with Czech sellers are resolved by ADR entities.

For more information on consumer rights when shopping online and how to make a complaint, visit the European Consumer Centre Czech Republic website: www.evropskyspotrebitel.cz.