7 Key Things to Consider when Buying Online in Kenya

Online shopping is increasingly becoming the preferred way to shop in Kenya, according to the Consumer Connected Study in 2017 by Google, Online shopping in Kenya has risen from 3% recorded in 2014 to 17% in 2017.

Without doubt, eCommerce offers consumers great benefits such as wide variety of choices, shopping from anywhere, 24/7 access, faster delivery; all this without having wasting time and money on travelling to a physical store and standing in long queues. 

There is also a huge growth in the number of online stores being launched in Kenya, and consumers need to be careful when deciding what platforms to shop on. Among several issues, consumers need to be cautious over the legitimacy of the company running the online store, sharing of personal information, cyber-crimes and other security concerns. 

So how can Kenyans make sure that they are shopping on a trustworthy store and giving away their money in the right way?

1

Ensure the Connection is Secure

To see whether a website is safe to visit, you can check for security info about the site from your browser’s address bar. The site must be secured with an SSL to ensure your connection is encrypted, transactions are safe and protected from unauthorised access.

 

2

Look out for Buyer’s protection policies

Say you don’t like a product or you wish to exchange a product and need to return it. Or simply the product was dead on arrival. Every reputable online store must have a clearly described policy for refunds, returns, support and product warranty.

As a consumer it is important to know your protection rights to prevent from being a victim of fake and counterfeit products or late deliveries.

3 

Verify authenticity of the products

Read the customer reviews. It is not possible to physically see, touch and feel the product on sale in online stores, thus knowing experiences of other users becomes of utmost importance.

It is a good practice to write reviews of products you have purchased; this helps other prospective buyers to know if the site delivers on its promise.

4  

Understand the Terms and Conditions

Not reading the small print can mean big problems. Survey shows just 7% of people read the full terms when buying online, while 21% say they have suffered from not doing so. Many sites have a tendency of keeping the terms and conditions in a difficult to find position; which means you are more likely to spend your money without actually knowing their conditions. You may be subject to hidden charges or pay additional amount for things you had not expected.

It is important to remember that accepting Terms & Conditions constitutes a legally-binding contract, so it is in your interest to make sure that you have read them before accepting. In doing so you will also be satisfied that the agreement you are entering into suits you as well as the website owner.

5
    

Ease of reaching out to the Store support

A key check on the trustworthiness of an online store is how easy is it for you to get in touch with their support, and different mode of communication supported. Does the site have a responsive hotline number? Customer service e-mail? Chat support? Are they active on Social media platforms? The more the options the faster the support.

If you can, call or email the provided number or email address to verify the legitimacy of the website. If the site doesn't have a Contact page listed anywhere, it should be an immediate red flag.

6

Poor website design and sloppy English

When you browse through the website, read the content closely to see if it makes sense. Look out for these indicators that it might not be the real deal:

• Poor quality photos
• Cluttered, unprofessional-looking design
• Broken English
• Major grammatical errors

All the above are huge red flags that the site can't be trusted.

7

Ensure you get a Receipt or Invoice

Ensure you receive an Invoice or Receipt after your purchase. This implies that the sale was legal, the company is valid, the products you have purchased are most likely genuine and in case of a fault later, you can defend yourself to receive a replacement or refund.

You Can’t Always Judge a Book by Its Cover, But You Can Judge a Website with These Steps

If you are suspicious of a site, before finalizing your purchase make sure to at least check a few of the steps described above – it might save you time, money and energy. Do you have any other tips? Let us know in the comments!