Online Buying Guide

Buying safely online

What we've done to help

1. Whether you're shopping in the high street or buying online, make sure you pay for goods with a credit card, as with all credit cards you are protected against fraud.

2. To ensure that your Barclaycard remains safe from fraud during transactions online, there is an extra security feature to help prevent fraudulent use - the Card Security Code in conjunction with cardholder address verification.

What you can do

1. Check the store

If you're not familiar with an online store, it's a good idea to contact them first and ask for some company background, including their phone number and postal address. Alternatively you can look for the TrustUK logo, www.trustuk.org.uk.

Don't forget that all of your usual shopping rights apply online. Visit
http://www.berr.gov.uk

2. Check the seller

Members of the public often use classified ads and auctions to sell online. If you encounter any problems, your legal rights may not be the same as they would be if you were dealing with a business. So always make sure you know who you're buying from - then you can make an informed decision.

3. Third party payment

It's common to use third party payment methods such as Paypal or Mypaysystems when buying online. You should be aware that this may affect your legal rights to claim for non receipt of goods, faulty goods or missing refunds, because these third parties are not the supplier of the goods.

4. Password protection

If you register with a particular store or site, you'll be asked to enter a user name and password. Keep your passwords completely secret - the same as you would look after your PIN.

5. Check the delivery and returns policies

Delivery and returns policies should cover the cost and method of delivery, the currency accepted, any taxes applied and the return and refund rules. When you buy goods online from outside the EU with your Barclaycard, you are classed as an importer. This means you may be liable to pay any Customs Duty and VAT.

EU law protects you against fraudulent use of your Barclaycard in EU transactions. You also usually have at least seven days to cancel an order and request a refund from an EU retailer. Be sure to make a note of the contact telephone number/order number or e-mail address.

6. Check the website is authentic and secure

Make sure that you're using a secure internet browser such as Microsoft Internet Explorer or Netscape Navigator version 2 or later as they indicate whether the website you are visiting is secure or not.

• broken key or broken padlock = unsecured
• unbroken key or unbroken padlock = secure

These browsers also scramble your personal data before sending it, so no one else can read it.

Next, check the website address. A secure site will have https:// at the beginning instead of http:// (the 's' stands for secure).

Finally, if the website gives you the option of using a secure checkout - opt for yes.

7. Save your records

Just as you save till receipts in case you need to return or exchange something, keep a record of your online transactions. Most reputable sellers will email you with an order confirmation within 24 hours, but it's a good idea to print and save a copy of your completed order form and your order confirmation. Also keep a record of the website address.

8. Check your delivery

Items ordered online should be delivered within 30 days unless otherwise agreed. When they arrive, check that they're exactly what you ordered. If you're unhappy with the quality, or have any other problem, first contact the retailer direct. If that doesn't resolve the issue, please call our Internet Helpline Call Centre on 0844 556 0105*.

9. Keep an eye on your statement

Check the items on your monthly statement against your saved receipts as soon as your statement arrives. If there are items relating to payments made online that you don't recognise, call our Internet Helpline Call Centre on 0844 556 0105*. You have at least 90 days to report a suspect transaction.

If you have any questions about Barclaycard Fraud Monitoring that are not answered here, please call our card benefits helpline on 0844 811 8141**.

* Lines open 8am – 10pm 7 days a week. All calls are charged at national rate and may be monitored or recorded (call charges info).

** Lines are open 24 hours a day. All calls are charged at national rate and may be monitored and recorded (call charges info).