Did you buy an item on OLX? You may be entitled to a refund. Here’s how to get them

The allegations of the President of the Office of Competition and Consumer Protection against the OLX website include, among others: misleading consumers regarding the “Protection Package”, not providing information that the product can be purchased without service and misleadingly sorting offers according to the cheapest products.

OLX under the microscope of the Office of Competition and Consumer Protection. “Consumers could be losing money”

The office took action after receiving many complaints from OLX customers who purchased a “Protection Package” while shopping on the platform, which did not guarantee them any protection. There have been situations in which a platform user bought a new item and received a used or simply damaged item. OLX often rejected complaints submitted in this regard.

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 – consumers, despite purchasing a service intended to ensure transaction security, could lose money to dishonest sellers.

– explains the President of the Office of Competition and Consumer Protection, Tomasz Chróstny.

The President of the Office of Competition and Consumer Protection stated that the platform was misleading as to the scope of buyer protection offered. Many customers were convinced that the protection would work if they received a damaged product. As the office notes, this could be evidenced by messages sent to users after purchasing the product (e.g. Item received? Your payment is suspended for 24 hours – during this time you can confirm that the order is OK).

In fact, the regulations of the “Protection Package” contained numerous exceptions. The internal application processing procedure used by OLX was also more beneficial for sellers, providing them with, for example, longer deadlines for providing information. Complaints were rejected and the funds the buyer paid for the item went to the dishonest seller.

I used their services and bought a phone, I paid money to my OLX account, the phone arrived, but it was damaged, OLX washes its hands of them claiming that their buyer protection program does not cover damage, but only the situation if the seller did not send the package or with other contents (…)

– we read in one of the complaints submitted to the Office of Competition and Consumer Protection.

OLX messed with sorting items. UOKiK says: Stop!

These are not the only allegations of the Office of Competition and Consumer Protection against the OLX platform. The Office also questioned the display of search results, which was misleading to customers. When selecting the positioning option “from the cheapest to the most expensive” – ​​the order of displayed products did not take into account the fee for the “Service”. This was only added to some products. As a result, more expensive products could be displayed higher than cheaper offers, which could influence their choice by the consumer

Moreover, the architecture of the portal did not indicate the possibility of purchasing through direct contacts between the parties to the transaction, i.e. without a ‘Service’. Information about the terms of service must not be misleading. The consumer has the right to expect that a given website will be designed in a fair manner and that the information contained therein will be true and reliable

– said Tomasz Chróstny, President of the Office of Competition and Consumer Protection.

As noted by the Office of Competition and Consumer Protection, the architecture of OLX did not reflect the provisions of the regulations, according to which the purchase of items is also possible through individual arrangements between the parties to the transaction.

OLX separates the price of the service fee. This arrangement could suggest that the price of the service fee is already included in the price of the product. However, when we click “Buy with shipping”, only then do we see the correct price

– wrote one of the consumers in a complaint submitted to the Office of Competition and Consumer Protection.

Have you purchased the “protection package”? How to get your money back

The President of the Office of Competition and Consumer Protection issued a decision obliging the OLX Group to change these practices. The company will also refund customers’ money and inform them about it. If the consumer responds to this message, he will receive the 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.

Decision of the Office of Competition and Consumer Protection regarding OLX. The company responds

After the Office of Competition and Consumer Protection issued a decision regarding the OLX platform, the company published an official statement, which is presented in full below: