Fraudulent activity

Unfair actions by a website owner are systematic deception of users through the provision of inaccurate or distorted information.

Due to unreliable content, a user may lose money or misunderstand:

  • the terms of purchase;
  • the quality and characteristics of the product;
  • the expected results from using the product or service.

To identify unfair practices, algorithms analyse numerous signals, including user complaints.

Signs of a website's unfair practices

Sign

Description

The website or business does not provide paid goods or services, or does so in poor quality.

Algorithms capture data that indicate deception or dubious actions towards users.

User reviews are also taken into account, but in combination with other data, as not all negative reviews indicate unfair practices. For example, the following situations are not considered violations:

  • Products are out of stock — users cancel their orders and get their money back.
  • Breakdowns occur, which are resolved under warranty.
  • The courier is sometimes late.

Algorithms take into account possible manipulation of reviews, so such cases do not affect their decisions.

The website or business intentionally provides inaccurate information about the terms of purchasing goods or providing services and then changes the terms to be less favourable for the user.

Examples of unfair practices:

  • A website sells tickets to users before the official start of sales. In fact, it takes a deposit and misleads users into believing that the ticket has already been purchased.
  • A user brings their phone in for free diagnostics, and after the procedure, they are informed of the repair cost. If the user refuses the repair, the diagnostics become paid, which the user was not notified about.
  • A website changes terms to be less favourable for the user after the order has already been placed. For example, it changes the final order cost after confirmation by adding hidden fees.

Examples of fair practices:

  • A website acts as an intermediary and explains the mechanics of its work to users, including possible risks and limitations.
  • Prices for goods may decrease during sales events, such as Black Friday. The terms of the sales event clearly state the duration and list of items eligible for discounts. After placing an order, the discount is applied automatically if the product and order date meet the event terms.

How to eliminate or prevent the violation

Make sure that:

  • the information on the website about products, services, and purchase terms is up-to-date and complete;
  • paid goods and services are provided with high quality and in good faith;
  • all obligations to customers are fulfilled, and the terms of the transaction do not change after it is concluded and paid for.
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