Action: Hints for happy holiday shopping

Dear readers: The holidays are right around the corner; it means that across the country, folks are gearing up to shop. For those who prefer to shop from the comfort of their own homes, the Internet or a catalog and telephone can bring every imaginable item to their front doors. To avoid potential problems, heed the following tips from the Federal Trade Commission and Direct Marketing Association.

Shop with companies you know. Whether you're shopping by catalog, phone or online, make sure you have an address and phone number to contact if questions or problems arise. If you don't know the company, check on its location and reputation with the Better Business Bureau and local consumer protection agency.

Get the best deal by comparison shopping. Some merchants will match or even beat their competitors' prices. In determining the best price, don't forget to factor in the shipping and handling costs.

Protect your privacy and only provide personal information if you know who's collecting, why, and how it's going to be used. Find out the company's privacy policy if you're shopping online. Order only on a secure Web browser that encrypts or scrambles purchase information. Look for an unbroken key or padlock at the bottom of the browser window. Never give out your password. Use a different password when making an online purchase than the one you use to log on to your computer.

Read the fine print. Find out what the refund and return policies are before placing an order. Find out what rights you have under any applicable warranty. You have the right to review the warranty before you make a purchase. When shopping online, take the time to check out any warranty, rebate or other key information, often buried a click or two away under "Terms and Conditions."

Do not send cash through the mail. Pay by check, money order or, best of all, credit card, since these offer the greatest protection in the event of non-delivery or other problems.

Know your rights. The Federal Trade Commission's mail or telephone merchandise rule states that merchandise must be shipped within 30 days of the order's receipt unless a longer time was clearly specified.

If the seller can't ship the goods within either the promised or 30-day deadline, you must be notified of the new shipping date and given the option of canceling and receiving a full refund. The merchant may assume you agree to a delay of up to 30 days if you don't respond.

If the new delivery date cannot be met, the merchant must send you a second notice. Unless you specifically consent to this second delay, your order must be canceled and a refund issued. The FTC rule requires the merchant to issue a full refund within seven days if you paid with cash, check or money order, or within one billing cycle if you paid by credit card.

Keep good records so you can track your purchases. Keep printouts of the Web pages with details about the transaction, any applicable warranties and refund and return policies. If shopping by phone or mail, fill out and keep a copy of the order form, making sure it includes the merchant's name, address, phone and fax, plus item numbers, size, color, product name, method of payment, delivery information and any special requests.

Keep receipts, which may be needed to return an item. If you paid by credit card, check it against your statement.

If you return the merchandise, follow the company's instructions. Contact the company if you are unsure what these are. Some provide a return form and shipping label and/or free pick-up. Some companies require advance authorization before a return will be accepted. In general, the company must pay the cost of returning an item sent to you in error.

If the merchandise is damaged when it arrives, contact the company immediately and save the packaging material. The catalog company will arrange for it to be picked up and a replacement sent.

Get a merchandise return receipt from the shipper or post office in case you need to prove the merchandise was returned. Even though there is a small charge, it can be worth the cost.

If you have a problem with mail-order companies, first try to resolve it directly with the company. If that fails, contact your local Better Business Bureau, consumer protection office and the U.S. Postal Service (for suspected mail fraud).

To file a complaint with the FTC, contact the Consumer Response Center by calling toll-free 1-877-382-4357; or use the online complaint form at www.ftc.gov. The FTC does not intervene in individual disputes, but it does look for patterns of complaints, which are vital to its law enforcement efforts.

Although this does not apply when shopping by phone or mail, when you're using your credit card in person, keep an eye on it and make sure you get it back promptly. Do not sign blank receipts. When you do sign, draw a line through any blank spaces above the total. Keep copies of the receipts and compare them with your billing statement as soon as you receive it. Remember that you have 60 days from the closing date on the statement to dispute charges. Never lend your credit cards to anyone and don't leave them, or receipts, lying around. Never write your credit card number on a postcard.

- Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, (727) 893-8171, or, outside of Pinellas, toll-free 1-800-333-7505, ext. 8171, to leave a recorded request.

Requests will be accepted only by mail or voice mail; calls cannot be returned. We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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