Ancom - Cui te adresezi dacă întârzie o comandă online?

My online order hasn't arrived, what can I do?

20.12.2016

December is a busy month both for online shops and for courier service providers, that is why The National Authority for Management and Regulation in Communications of Romania (ANCOM) advises the users whose online orders are not delivered on time to complain directly to the retailer, who has the obligation to ensure that the goods arrive to the customers within the agreed term.

Useful info

online shopping involves a contract concluded through distance communication means between a retailer and a the person who places the order. Usually, under such a contract, retailers undertake the obligation to provide the ordered products within a specified term.
goods ordered online are delivered based on postal service supply agreements concluded between retailers (senders) and postal service providers (courier companies, for example). In this case, the users are a third party, respectively the addressees of postal parcels, who are under no contractual relationships with postal service providers, as they only have a contractual relationship with the online retailers who sold the respective goods.
if the parcel delivery exceeds the term specified on the website where they ordered the goods, the users may address the respective online retailers, who can check the delivery status and require the courier to deliver the parcels.
where the retailer’s website allows, the users are advised to choose a postal service that provides the possibility to check the parcel content upon delivery, and – if damages are assessed – to notify them both to the courier (through a document concluded upon receiving the parcel), and to the retailer or to reject the parcel delivery. May the users have not chosen such postal service, they should do the same if they notice the parcel packaging has been damaged.

About what, how and where one can complain

Where a provider has failed to amiably solve your complaint regarding the delayed delivery, you may address the National Authority for Consumer Protection, who can verify the extent to which a retailer has observed the legislation regarding contract execution and enforce corresponding sanctions.

Where the parcel content has been damaged and the retailer does not amiably solve your complaint, you may address the competent Court of Law. Even if the parcel has been damaged during the parcel delivery, only the competent Court can judge the extent to which a postal service provider may be held liable and impose the latter to pay a compensation for the damage suffered from parcel deterioration.

Further information on postal services is available in ANCOM’s InfoCentre here.