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Societal Issues

Does Digital Technology Help Deceive Customers?

August 2, 2024

ABSTRACT

This research paper delves into the practice of certain companies taking advantage of digital tablets for contract signatures, electronic receipts, and online user manuals as a means to conceal valuable information from customers. By examining the historical context of shady companies, analyzing the advantages and disadvantages of utilizing digital technology for such purposes, and investigating documented reports of non-tech savvy individuals being exploited, this paper sheds light on the potential risks and implications associated with this deceptive practice. The findings underscore the need for increased awareness, transparency, and consumer protection measures to safeguard individuals from falling victim to such nefarious tactics employed by unscrupulous entities within the business realm.

Keywords: digital contracts, electronic receipts, online user manuals, consumer exploitation, dead sea skin care

INTRODUCTION

Over the past few decades, new technology has transformed the sales industry. It has made it easier to perform a number of tasks, such as analyze data, personalize communication with clients, sell remotely, and engage with customers and potential customers (Radivojevic 2023). This has resulted in what Radivojevic (2023) calls  “… a more efficient selling process and improved bottom lines, while the everyday job of salespeople will be simpler, more streamlined, and freed from some annoying, repetitive tasks that normally take a lot of their time” (Radivojevic 2023).

Yet, there has also been a rise in sales companies who use aggressive and fraudulent practices to sell  expensive products to individuals who may not be able to afford them. Let us look at dead sea skincare companies as an example. These companies are said to use minerals from the Dead Sea region (between Jordan and Israel) in their products (Dai 2023). These minerals (e.g. magnesium, calcium, potassium, and bromide) are reported to be especially rich and very beneficial to skin (Dai 2023). Here in Toronto, there is a company that sells dead sea skincare products, called Orogold Cosmetics. One recent news story about this company involves an elderly woman who “agreed to buy a skincare device” after being approached by Orogold salespeople in the mall, who offered her free samples (Foran 2019). Little did she know that she contractually agreed to pay approximately $10,000,  “$202 a month for the next three years”, for the purchases she made in store that day  (Foran 2019). The store also had a no refund policy, yet it allegedly offered the woman a full refund once she informed CTV News of the incident (Foran 2019).

Cosmopolitan Magazine – Philippines also reports that a woman was drastically deceived during a purchase interaction with a dead sea cosmetics company. According to this middle-aged woman, a saleslady sprinkled her with compliments as she walked by in the mall, recommended some skin care products,  and told her that she could pay for the products in installments over two years (Parpan 2019). This customer later checked her bills and realized that she was charged much more than she agreed to -160,000 pesos  — approximately $11,900 CAD –,  as opposed to 105,000 pesos, which is approximately $7,800 CAD (Parpan 2019). When she returned to the store to ask for a refund, the store allegedly called mall security on her, so she contacted a lawyer, who advised her to file a legal claim against the skincare company (Parpan 2019). This goes to show that shady sales companies are all over the world, practice similar techniques, and even younger populations fall for their alleged misrepresentations, which makes vulnerable populations such as the elderly and those with intellectual disabilities particularly susceptible.

So the questions is, in what ways do nefarious sales companies use digital technology to exploit the non-tech savvy? I argue that these companies take advantage of digital tablets for contract signatures, electronic receipts, and online user manuals to hide valuable information from customers. This could be seen when examining the history of certain sales companies, the pros and cons of the digital technology itself, as well as documented reports of customers being convinced to sign contracts without being fully aware of a product’s terms, conditions, and warnings/disclaimers.

RESEARCH FINDINGS

Digital Contracts

Digital contracts have become very common these days, as they can create and store agreements more efficiently than old fashioned paper contracts. Here, electronic signatures are used in place of handwritten signatures and carry the same legal weight (Shcherbyna et al. 2021). To create a digital contract, it is first drafted using software that allows the company to customize the terms and conditions (Qerimi 2018). The contract is then signed by both parties and stored in digital format, often in cloud-based storage or digital contract management systems; this allows for them to be easily retrieved if necessary (Qerimi 2018).

One of the major advantages of digital contracts is efficiency, as this method cuts down on paper usage and manual paperwork and allows for swift communication by making it easier to locate certain information quickly (Shcherbyna et al. 2021). Digital contracts are also cost-effective because there is no need to store them, print them, or mail them (Shcherbyna et al. 2021).

These contracts can be instantly accessed from almost anywhere, which adds convenience and flexibility (Qerimi 2018). Advanced encryption techniques and authentication measures help to ensure that only authorized individuals can access the contract, and so there is also sense of confidentiality and security (Qerimi 2018). Lastly, digital contracts leave behind a trail of actions, e.g., date and time of signature or version history, which provides a sense of transparency (Qerimi 2018).

There are some drawbacks to employing digital contracts though. For example, not all countries/jurisdictions have the same compliance standards for them, which is illustrated in the Scherbyna et al (2021) article, a Ukrainian publication. According to docusign.com, “Electronic Signature has been recognized by law in Ukraine since 2003.” E-signature legality can be checked on the aforementioned website by selecting a country from the drop-down menu. In their literature review, Shcherbyna et al. (2021) find that the legality of e-contracts/e-signatures varies throughout Europe, particularly Ukraine, Germany, France, Austria, and Britain. The authors also discuss the quest for common e-commerce standards and conclude that although it would be nice to have some international unity in this regard, the legal weight of an e-contract is in fact the same as that of a traditional paper contract (Shcherbyna et al. 2021). Another downside of these contracts is security risk, as there remains a chance that computer hackers can access the information contained in these digital contracts, resulting in a data breach or loss of data (Qerimi 2018).

Generally, it can be said that there is no guarantee that both parties are tech-savvy, and this could cause struggles with navigating and understanding the contract signing process. In my opinion, dTop of Form

Bottom of Form

igital contracts are less likely to be read in detail than paper contracts are, and many customers do not take the initiative to print out their digital contracts on their own, leading to them not having a full understanding of the contract itself, especially if a paper version is not given to them.

Digital contracts therefore have an advantage in terms of efficiency but also have barriers and threats such as data security risks and increased chance for miscommunication or misrepresentation because the customer may lack immediate access to a physical copy of the agreement. Shady sales companies can therefore capitalize on the latter by verbally stating whatever they think the customer wants to hear in order to get them to sign a lucrative sales contract.

Electronic Receipts

Similar to digital contracts, electronic receipts also save on paper use and are considered by the general public to be eco-friendly; they are a digital (e-mail or mobile) version of a paper receipt and are e-mailed or texted to the customer following a transaction.

One key benefit of electronic receipts is convenience, as this type of receipt eliminates the need for paper clutter and manual filing, enabling customers to access and manage transaction records digitally from anywhere at any time (Daily 2020). They are said to be significantly efficient as well, as they automate record-keeping, simplifying expense tracking, and facilitating quick search and retrieval of transaction details for businesses (Daily 2020).

Unfortunately, there are cons to using electronic receipts. Some of these include  dependency on technology, as electronic receipts rely on digital infrastructure and connectivity, posing challenges for users in areas with limited internet access or technical proficiency (Daily 2020). There are also privacy concerns. Some customers may be wary of sharing personal contact information to receive electronic receipts due to qualms about data collection and unsolicited marketing (Daily 2020). Last,  as with anything online, there are data security risks. Whether these receipts are stored on devices or in cloud storage, they are vulnerable to computer hackers, malware, data breaches, etc. (Daily 2020).

From my perspective, unethical companies may take advantage of the electronic customer receipt option by using this method as an opportunity to include fees or fine print that the customer is not immediately aware of. Afterall, with many companies no longer giving receipts for small purchases, many consumers do not even double-check their in-person transactions to ensure correctness. Many times, they simply tap or swipe their bank card, and are on their way.

Online User Manuals

Online user manuals are said to offerconsumers easy access to guidance and support for the products that they purchase; they are digital guides or documentation provided by manufacturers or sellers to help users understand the features, operation, and troubleshooting of a product (Ackermann 2023). Consumers can access online user manuals through the manufacturer’s website, product page, or dedicated support portals (Ackermann 2023). They can be presented in various formats, such as PDF files, web pages, video tutorials, mobile apps, etc. Ackermann 2023).

A neat advantage of online user manuals is that manufacturers can easily update online user manuals to reflect changes in product features, specifications, or troubleshooting procedures, ensuring that users have access to the most current information and support resources (Ackermann 2023). Some other positives include the convenience of being able to access the manual at anytime from anywhere, and the ability to use search features to locate information quickly  (“Explaining the Advantages…” 2024). Environmental sustainability is brought to attention again, as it is more eco-conscious for companies to direct customers to online manuals rather than printing and providing traditional paper manuals (“Explaining the Advantages…” 2024). I always find it to be innovative and refreshing when a company uploads YouTube tutorials on the use of their product.

One can postulate that the cons of directing customers to online user manuals include internet accessibility issues. Users may not be able to obtain important product information in a timely manner if they do not have access to the internet at the time, if they do not have the proper device to view it on, or if they struggle with a certain disability. Those who are not tech savvy may also have issues navigating through a website containing the product information in order to locate specific information.

As one can see, online user manuals offer numerous benefits such as searchability, multimedia support, and space efficiency. However, they also present challenges related to accessibility, experience variability, and compatibility issues. Sales companies that sell products and direct customers to online manuals rather than including paper manuals deprive customers of the opportunity to see product warnings, important instructions, etc. immediately.

LIMITATIONS

One limitation of this paper is the inability to find peer-reviewed journal articles specifically relating to digital technologies such as digital sales contracts, electronic receipts, and online user manuals, and their use during in-person sales transactions. The tech companies that do provide this information online may not be credible due to implicit bias. The lack of empirical information currently available suggests that perhaps scholars are behind the curve in regard to such research; after all, digital contracts have only recently become the new norm.

It is also important to note that companies such as Orogold Cosmetics do not have published records relating to lawsuits against them that are easily accessible. It is therefore difficult to discern whether courts have been siding with the customer or allegedly shady dead sea skincare stores in situations such as those mentioned earlier in this paper, whereby a customer believes that the price of a product was misrepresented to them yet has signed an electronic agreement. To be fair, one can even argue that the onus lies on the customer to advocate for themself and thus refuse to sign a contract that is not clear, easily, and immediately accessible… or even presented on paper for that matter.

IMPLICATIONS AND FUTURE OUTLOOKS

As for the future of technology in sales? The rise of digital technology for e-commerce has definitely contributed to the efficiency of sales companies. However, there is a lack of understanding regarding the impact of this newer digital technology on certain consumers (Agnihotri et al. 2023). Further research is needed on the use of specific digital e-commerce tools in an in-person sales setting, and how they impact the consumer. Research is also needed into how sales companies may abuse these digital tools for increased profit.

For society, human interaction in retail remains of prime importance, as it is the salespeople who create engaging and hopefully positive experiences for customers (Pappas et al. 2023). Salespeople are often seen as knowledgeable/experts in their field, and therefore consumers trust and rely on their recommendations (Pappas et al. 2023). In my opinion, they have a duty of care to ensure that the customer’s holistic needs are being met, which includes trust, transparency, and peace of mind in regard to the retail process. In fact, salespeople play a crucial role in the sales industry and are paramount when it comes to avoiding and calling out unethical sales practices.

The downsides of such digital technologies for the consumer underscore the need for increased awareness, transparency, and consumer protection measures to safeguard individuals from falling victim to nefarious sales tactics (e.g. misrepresenting information to the customer by taking advantage of e-contracts, e-receipts, and e-manuals.

CONCLUSION

Daily (2020) states, “As we move into a digital world, we will see more retailers, medical offices, businesses and a host of venues taking advantage of digital processing of transactions.”  It is therefore imperative that we acknowledge that certain companies may take advantage of digital tablets for contract signatures, electronic receipts, and online user manuals to conceal valuable information from customers, simply to increase their likelihood of making a sale.

To conclude, it is necessary for individuals to be aware of the potential deception and for regulatory bodies to enforce transparency and consumer protection measures. By shedding light on this deceptive practice, it encourages accountability in the business industry to safeguard individuals from falling victim to exploitation. Increased awareness and proactive measures are essential to combat the shady sales tactics employed by unethical companies and ensure a fair and equitable marketplace for all.

References

Ackermann, Max. 2023. “Digital User Manuals: Benefits, Legal Aspects, and Real-World Examples.” Info.Link – Schafft Transparenz Für Marken & Konsumenten. Retrieved June 26, 2024 (https://www.houseofchange.net/en/resources/the-path-to-digital-user-manuals-benefits-legal-aspects-and-real-world-examples).

Agnihotri, Raj & Chaker, Nawar & Dugan, Riley & Galvan, John & Nowlin, Edward. (2023). Sales technology research: a review and future research agenda. Journal of Personal Selling and Sales Management. 43. 10.1080/08853134.2023.2260108.

Anon. n.d. “Explaining the Advantages and Disadvantages of Electronic Manuals and Paper Manuals.” Human Science Co., Ltd. Retrieved June 8, 2024 (https://www.science.co.jp/en/document_blog/27797/).

Dai, Daoxin, Xiaoyu Ma, Xiaojuan Yan, and Xijun Bao. 2023. “The Biological Role of Dead Sea Water in Skin Health: A Review.” MDPI. Retrieved June 24, 2024 (https://www.mdpi.com/2079-9284/10/1/21).

Daily, Laura, Washington Post. 2020. “The Pros and Cons of Paper Receipts vs. Digital Copies.” Log In. Retrieved June 10, 2024 (https://www.thegazette.com/home-garden/the-pros-and-cons-of-paper-receipts-vs-digital-copies/).

Foran, Pat. 2019. “Senior Buys $10,000 in Beauty Products after Accepting Free Sample.” Toronto. Retrieved June 8, 2024 (https://toronto.ctvnews.ca/senior-buys-10-000-in-beauty-products-after-accepting-free-sample-1.4567498?cache=%3FclipId%3D89750).

Pappas, Alec et al. 2023. “More than Machines: The Role of the Future Retail Salesperson in Enhancing the Customer Experience.” Journal of Retailing. Retrieved June 25, 2024

Parpan, Lara. 2019. “The Ugly Truth behind the Dead Sea Cosmetics Kiosks.” COSMO.PH. Retrieved June 25, 2024 (https://www.cosmo.ph/beauty/skin/dead-sea-cosmetics-kiosks-philippine-malls-a2790-20190103-lfrm5).

Radivojevic, Mihajlo. 2023. “How Technology Has Transformed Sales.” Spotler CRM. Retrieved June 10, 2024 (https://www.spotlercrm.com/blog/how-technology-has-transformed-sales).

Shcherbyna , V. S., V. V. Rieznikova , V. V. Radzyviliuk, S. I. Bevz , and I. M. Kravets . n.d. “Problems of Concluding Business Contracts in Electronic Form | Linguistics and Culture Review.” LingCure – Linguistics and Culture Review. Retrieved June 11, 2024 (https://lingcure.org/index.php/journal/article/view/1417).

Qerimi, Islam. “Electronic Signature and Electronic Contract, Comperative Aspect of Kosovo and Developed Countries.” European Journal of Formal Sciences and Engineering (2018): n. pag.

Reviews Societal Issues

Book Review: Ana Lydia Vega “Cloud Cover Caribbean”

June 18, 2024

Like Jamaica Kincaid’s, “A Small Place”, Vega’s “Cloud Cover Caribbean” is actually a short story. Ana Lydia Vega is a Puerto Rican writer known for her contributions to Caribbean literature. She is celebrated for her short stories, essays, and literary criticism that often explore themes of Caribbean identity, gender, and postcolonialism. Vega’s works are characterized by their vivid imagery, social commentary, and she is recognized for her unique storytelling style that blends folklore, history, and contemporary issues. Her writing has made significant contributions to the literary landscape of the Caribbean and continues to be studied and appreciated by readers and scholars alike.

Vega’s “Cloud Cover Caribbean” is about three men from the Caribbean who meet each other at sea and are all on their way to the United States in hopes of a better life. The first man rescues the other two, but the sea is rough, and they begin to bicker amongst themselves along this journey.

A major and semi-complex theme found here is that of brotherhood. When Antenor, a Haitian, picked up his first passenger, Diogenes, a Dominican,  “… each told the other, without either understanding, what he was leaving behind – which was very little – and what he was seeking.” (3) Also, they shared “… the royal pain of being black, Caribbean, and poor…” (3). They then pick up a Cuban named Carmelo who joins the brotherhood. All three have the same goal and a similar background story.

However, this sense of camaraderie is quickly halted when Carmelo calls Antenor a nigger and demands that he gets off his own shoebox to reveal the food and alcohol he had stowed away. When Antenor pretends not to understand these demands, the two men team up against him and physically throw him off to consume his food and drink.

Later on, Carmelo and Diogenes begin to talk amongst themselves in Spanish, and Carmelo gets offended by a statement about Cuban women being known to sell themselves. He retaliates by saying that part of Diogene’s home country looked the same before and after a hurricane hit it, meaning that it is shabby and rundown. This shows that the solidarity between Diogenes and Carmelo has now ended as well. Upon witnessing them quarrel, even Antenor says, “Tout Dominiken se pit.” (4), which, in French, means all Dominicans pit themselves against each other.

In the end, all three men are seen by an outsider as though they are of the same kin. This occurs when a white American pulls them aboard his ship and says, “Get those niggers down there and let the spikes take care of ‘em.” (6). Because the three men do not know English, they do not realize that he sees them all as black/the same. This is a prelude of the treatment they will probably receive once they reach their destination, the United States.

What I find beautiful about Vega’s style of writing is her use of personification. She describes the month of September as an “…agent provocateur of hurricanes.” (1)  She then goes on to describe “the boat’s rocking merengue…” (1) to illustrate that the sea is so rough that it resembles dancing. Next, she mentioned “… a sigh of relief that moved the sail to pity.” (2). My favourite line comes after Antenor had his food stolen. It is said, “…his eyes were two black dolls pierced through by enormous needles.” (4). This alludes to voodoo/voodoo dolls, something that his home country of Haiti is known for. It demonstrates just how resentful he is by the actions of the other two.

I love how Vega uses this story to show how colorism and ancestry can divide people of similar culture. The main characters all held their own biases and stereotypes and saw themselves as different from one another. At the end, the reader knows this is not the case, but the main characters have not discovered it quite yet. Vega accomplishes this effortlessly by telling this story in the third person.

Poetry Societal Issues

Poetry Review: Aimé Césaire – Knives at Noon

May 3, 2024

“Knives at Noon” can be found in The Complete Poetry of Aimé Césaire: Bilingual Edition. Aimé Césaire was a Martinican poet, playwright, and politician. He is best known for his role in the development of the concept of négritude, which celebrates African cultural identity and heritage. Cesaire was a key figure in the Caribbean and African struggle against colonialism and advocated for the recognition and celebration of Black culture and heritage. His work, both as a writer and a politician, had a significant impact on postcolonial literature and movements for decolonization.

The theme of resentment versus forbearance can be seen throughout AImé Césaire’s poem, “Knives at Noon.” The poem illustrates a revolt by Blacks in the Caribbean against perhaps what they see as their white oppressors.

It opens with the image of the Blacks throwing giant tress at the “sweltering whiteness of the sky.”  The whiteness of the sky itself is a metaphor for Whites, and Césaire confirms this when he goes on to say, “…whiteness is the very force contested by the blackness which they carry in their hearts and which endlessly conspires in the little all too regular hexagons of their pores” (paragraph 1).  Here, he is suggesting here that Whites are inherently hateful towards Blacks. This is where the resentment stems.

He also mentions the Sisters of Saint Joseph of Cluny, a Roman Catholic Institute known for its missionary work and for educating the poor, in his opening paragraph. He paints an image of nuns lathering their coifs with tropical soap, which suggests the institute’s attitude of having to cleanse others. When Césaire says, “emptying the sky of the smug cotton-wool which muffles [his] words…” it sounds as though he is denouncing the haughty mindset of white saviourism and being looked down upon.

In paragraph three, he says that he spits bitterly at those who “starve” and “insult” the Blacks, and refers to the Lord as “callous”, perhaps for not intervening. Yet, he goes on to describe his own whistling as “gentle” He also proclaims that he will keep his word to “stand upright in [his] wounds. This portrays that he will not become violent in anger like the opening paragraph suggests. He concludes by calling for a day with “rancorless” hands (hands free of bitterness/resentment). And in the end of the poem, the Blacks go off singing. It is my opinion that Césaire was trying to illustrate how Blacks in the Caribbean have often been quiet and forgiving when it comes to the transgressions of their colonizers. It is possible though for their anger to reach a breaking point. The word “noon” is commonly defined as “mid-day.” The other definition of “noon”, however, is “the highest point.” Césaire may have been referring to a breaking point when he titled this poem, “Knives and Noon.”, wishing to show how the Blacks in this poem felt great anger/resentment towards their oppressors to the point of wanting  to physically revolt. However, they chose to take what is called the high road by remaining “gentle.” They continued going on about their lives while envisioning better days, a day for [their] faces free of shame” (paragraph 3).

Societal Issues

The Rise of Porch Pirates

July 5, 2023

A few months ago, my Hello Fresh grocery delivery was taken from my porch. My family members, who were home that day, had left for a brief period of time (no more than an hour), and it’s assumed that someone who had been watching them saw the opportunity to swoop in and snatch the box up.

As e-commerce continues to boom, so too does the number of porch pirates stealing packages off doorsteps. Porch pirates are criminals who steal packages from people’s doorsteps after they’ve been delivered by mail carriers. This growing problem poses a threat to consumers who order items online and have them shipped to their homes. Let’s take a look at the rise of porch pirates and what you can do to protect your deliveries.

 How Common Are Porch Pirates?

The rise in online shopping has caused an increase in package theft across the country. In 2018, over 23 million Americans reported having a package stolen from their doorstep – that’s one out of every five shoppers! To make matters worse, this number grew exponentially during the COVID-19 pandemic, as many turned to online shopping instead of going into brick-and-mortar stores. That means it is more important than ever for customers to take measures to protect their shipments from being stolen.

What Can You Do To Prevent Package Theft?

Thankfully, there are several precautions you can take to protect your deliveries from porch pirates. For example, ask your carrier if they offer signature confirmation when delivering packages; this will require someone at home (or with permission) to sign for the package before it is left on the doorstep. Another option is to have packages sent to an alternate address such as your workplace or a friend or family member’s home where someone can accept delivery in person. If those options aren’t available, you can also purchase security cameras or smart locks that allow you to control access remotely. Lastly, if all else fails, many retailers offer package pickup services at nearby locations so that customers can pick up orders without waiting around for a delivery person.

From my experience, I learned the hard way how important it is to monitor and secure items being delivered to my home. After filing a police report for my stolen box and informing my neighbourhood committee, I purchased a couple of security cameras and now track the location/status of delivery items I am expecting.

Porch pirates pose a real threat for people who frequently shop online and have items delivered directly to their homes. It is important for consumers to be aware of these criminals and take steps to ensure that their shipments arrive safely and securely. Thankfully, there are several proactive measures you can take such as requesting signature confirmation from the carrier or having packages sent elsewhere where someone can accept delivery in person—not just leaving it on the doorstep! By following these tips, hopefully you will be able to avoid becoming another statistic in the rising problem of porch piracy!

Societal Issues

Understanding Why Families Ignore Sexual Abuse

June 2, 2023

Sexual abuse is a devastating reality for far too many children and families. Yet, due to the overwhelming shame and fear of breaking apart the family unit, it’s often ignored or minimized in order to keep it from coming to light. The effects of this kind of behaviour can be long-lasting and damaging, but understanding why families ignore sexual abuse might help us find ways to prevent it.

Societal Expectations

Sexual abuse is an uncomfortable topic that many people don’t want to discuss or think about. This type of attitude often creates an environment where family members feel like they can’t talk about the issue because it isn’t accepted by society. Victims may also be made to feel ashamed or blamed for what happened, further preventing them from speaking out.

Fear of Breaking Up the Family Unit

Another common reason why families ignore sexual abuse is the fear that if they do speak up, their family unit will break apart. This fear is especially strong in cultures that emphasize unity and loyalty above all else. In these cases, victims may feel like there’s no one to tell or that even if they do tell someone, nothing will come of it because the family needs to stay together at all costs.

Denial and Minimization                                                                                                                                               

Another common factor in this issue is denial and minimization. This happens when a victim does speak up but their words are not taken seriously or believed by family members who don’t want to see the truth. This can lead to feelings of isolation, anger, hopelessness, and depression in victims who just want their stories heard and believed by those they love most.

Sexual abuse is an incredibly difficult situation for any family to face and unfortunately it’s often ignored out of fear, shame, or denial. Despite this harsh reality though, understanding why families ignore sexual abuse gives us a better chance at finding ways to prevent it from happening in the future. By educating ourselves on how best to support survivors and recognizing signs of potential abusers we can work together towards making our world a safer place for everyone involved – survivors included!