The allegations of the President of the Office concern misleading consumers as to the scope of the protection package, failure to provide information that the product can be purchased without service and misleading sorting of offers according to the cheapest products. “The office took action based on complaints from consumers who were surprised that the paid protection package did not actually guarantee this protection.” – emphasized.
— As a result of the OLX Group’s actions, consumers suffered negative financial consequences. The company applied a number of provisions that significantly limited the scope of their protection. The protection paid for by buyers was in fact apparent – despite purchasing a service intended to ensure transaction security, consumers could lose money to dishonest sellers, says Tomasz Chróstny, President of the Office of Competition and Consumer Protection.
The President of the Office of Competition and Consumer Protection also questioned the display of search results, which were misleading. When selecting the “cheapest first” positioning option, the order of displayed products did not take into account the “service service” fee. It was added only to some products. As a result, more expensive products could be displayed higher than cheaper offers.
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The President of the Office of Competition and Consumer Protection issued a decision obliging the OLX Group to change its practices. The portal will return the money to customers and inform consumers about it: if the consumer responds to this message, he will receive a refund to his bank account, otherwise the refund will be transferred to the “OLX wallet” on the website. Below are the details of the changes being introduced:
Money back under the “Protection Package”. It will be received by consumers who meet the following conditions: they contacted OLX from August 24, 2021 until the date of introduction of changes resulting from the decision regarding an incorrectly executed transaction, and the company rejected their claims, which the consumers questioned. This also applies to people who received information 15 days before the decision was issued that their application under the “Protection Package” was rejected, but did not have time to contact the company. They will be able to do it now. The portal will refund the amount they spent on purchasing the product.
Refund for “Service” will be received by people who contacted OLX regarding this service from December 1, 2021 until the date of introduction of all changes resulting from the decision.
The company will expand the scope of the “Protection Package” – it will no longer include exclusions. Complaints regarding damage to the product or its incorrect features will be resolved on the basis of explanations provided by both parties to the transaction. If the consumer’s claims are justified, he or she will receive a refund for purchases, service and shipping.
The regulations will include information that the product can be purchased directly from the buyer, bypassing the “OLX Shipping”, and therefore without a fee for the “Service”, which will be included in the website architecture.
Search results based on the cheapest offers will include additional fees.
2024-02-27 09:22:20
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