List of competent authorities - Асоцијација за е-трговија на Македонија

Q: Did you receive proper confirmation of your order?

After completing your online order, you should receive a confirmation of your order to your email address. The confirmation should contain the following information: ✓ Order number ✓ Date ✓ Information about the seller (name, address, contact) ✓ Name of the purchased product/service ✓ Clearly and unequivocally displayed price to be charged.

File a complaint or report irregularities to the competent institutions

But before you file a complaint, check the following few things:

Is the e-store you are buying from a registered e-merchant that has its own legal entity?

When shopping online, it is always necessary to find out if the e-store you are buying from is a registered e-merchant in one of the five banks that offer the possibility of online payment in our country.

You can do this by searching the e-store on the free Registered E-Merchant Register, which is part of this platform and is available at this link.

Does the e-merchant have contact details clearly displayed on their e-shop?

When shopping online, make sure that the e-store has contact information such as a telephone number, headquarters or an e-mail address from the e-merchant where you can contact if you need certain information, or if you have a problem with your order.

Did you pay online by card or cash on delivery?

In the case where the e-merchant has implemented card payment, it is usually a legal entity registered in one of the five banks that offer the possibility of online payment in our country. Therefore, practice buying from e-merchants who have implemented online payment on their e-stores.

Did you receive proper confirmation of your order?

After completing your online order, you should receive a confirmation of your order to your email address.

The confirmation should contain the following information:
✓ Order number
✓ Date
✓ Information about the seller (name, address, contact)
✓ Name of the purchased product/service
✓ Clearly and unequivocally displayed price to be charged.

** Complaints can only be submitted through this page if you have noticed irregularities in the operation of registered e-merchants that enable e-payment by the five banks in our country. In case you made your orders from social media, complaints cannot be registered through our system and you can address them directly to the competent institutions.

How to make a complaint

Institutions for submitting a complaint

Postal Agency

For issues related to the protection of the rights of users of postal services.

State Market Inspectorate /

For issues related to product safety, consumer protection, protection of industrial property rights, as well as other matters determined by law.

Customs Administration of the Republic of North Macedonia

For issues related to irregularities during import / export of orders, counterfeit products and problems with intellectual property.

Ministry of Internal Affairs, Department of Computer Crime and Digital Forensics

For issues related to Internet fraud.

Public Revenue Authority

For issues related to fiscalization and VAT.

Organization of consumers of Macedonia /

For issues related to exercising consumer rights and practicing responsible consumption.

Personal Data Protection Agency

For issues related to the protection of personal data and your rights.

State Sanitary and Health Inspectorate /

For issues related to the safety of children’s toys, cosmetic products, means of maintaining hygiene and other items that come into contact with skin and mucous membranes, as well as their packaging, in production and distribution, as well as other issues related to the protection of the health of the population.

Food and Veterinary Agency

For issues related to performing expert control of food operators, animal feed and other natural and legal persons, from the field of veterinary public health, analyzes and reports and other matters related to public veterinary health.

Avoid buying through social media!

Paying in cash, when shopping online, although it seems easy, safe and simple, without a receipt/receipt is not a good solution in the long run, because that way you have no confirmation of payment, guarantee or way to complain about the possible bad quality of the purchased product or service and at the same time you yourself participate in “undermining” the tax system.

The fight against the gray economy in e-commerce (buying from unregistered e-traders) should be a joint effort, because it affects the reduction of tax revenues and thus directly reduces the quality of education, reduces our security in old age – pensions, safe and a functional health system, the possibility of capital investments in infrastructure such as roads, etc.

In the video below, see why you should not buy from unregistered e-traders, i.e. why you should not be part of the shadow economy.

File a complaint or report irregularities to the competent institutions

But before you file a complaint, check the following few things:

How to make a complaint

Institutions for submitting a complaint

Postal Agency

State Market Inspectorate /

Customs Administration of the Republic of North Macedonia

Ministry of Internal Affairs, Department of Computer Crime and Digital Forensics

Public Revenue Authority

Organization of consumers of Macedonia /

Personal Data Protection Agency

State Sanitary and Health Inspectorate /

Food and Veterinary Agency

Avoid buying through social media!

For safe online shopping, buy only from registered and verified e-merchants

Verified E-Merchants

See all verified e-merchants

E-merchant registry

See all registered e-merchants

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