Tomáš Prouza, the president of the Union of Commerce and Tourism, has raised concerns about the risks associated with online marketplaces, suggesting that they may be more problematic for customers in terms of delivery quality, related services, and payment security when compared to traditional e-shops. Prouza also highlighted potential complications in handling returns and warranty claims in the marketplace model.

Marketplaces, which offer a wide range of products from various sellers, often with limited product oversight, have gained popularity for their convenience and vast selection. However, Prouza noted that the Union has been receiving customer complaints primarily related to delivery, returns, and product exchanges in the marketplace ecosystem.

Two significant marketplaces, Allegro.cz and Kaufland.cz, have entered the Czech market this year. These platforms typically offer various types of goods, often sourced from foreign sellers. Prouza acknowledged that the marketplace model is relatively new in the Czech Republic, and customers may need time to adapt to this type of service.

Consumers have access to customer service provided by individual online marketplaces and can also leave public reviews on external websites. Prouza explained that most complaints revolve around issues like delivery, returns, or product exchanges, as the legal relationship is established between the customer and the seller when making a purchase on a marketplace.

Marketplaces like Allegro.cz and Kaufland.cz act as intermediaries between buyers and sellers during the purchase process, ensuring payment security and a smooth purchasing experience. However, the specific terms and conditions of each seller govern the transactions, which may not always be favorable or clear to consumers, especially when dealing with foreign sellers.

Prouza emphasized the importance of ensuring payment security and effective customer service throughout the entire purchasing process and after completion. He suggested that marketplaces lacking these elements may be perceived as untrustworthy by customers.

Furthermore, customers purchasing from foreign sellers operating on marketplaces may encounter shorter warranty periods than the 24 months mandated by Czech law. Prouza advocated for large chains and experienced companies to operate marketplaces, as they are more likely to adhere to consumer protection regulations and ensure transparent terms and conditions.

In conclusion, Prouza’s warning highlights the need for consumers to exercise caution when using online marketplaces and thoroughly review the terms and conditions of individual sellers, especially those from foreign countries.

Article by Prague Forum