EMOTA’s
European Trust mark scheme
Susanne Czech
Secretary General
is the leading association
for eCommerce
in Europe
There are many national trust marks out there…
-6-
….with similar features
EMOTA welcomes the European Commission’s
commitment
to ensure a functional harmonised
Have certification requirements
legal framework for distance selling/eCommerce
Have sanctions for non-compliance
across the EU
Certification criteria are listed online
75%
63%
Have
As
ainternal
resultcertification
of the procedure
Consumer Rights Directive,
59%
Perform
periodic
checks onand
compliance
distance
sellers
consumers will both benefit
50%
fromHave
theinternal
extended
harmonisation of consumer
ADR mechanisms
protection rules
0%
25%
50%
75% 100%
Source: ECC-Net, October 2013
Note: % of trust marks on the total number of trust marks analysed (54)
87%
87%
Benefits of trust marks for merchants
• Display a trusted symbol – beneficial especially for SMEs
• Improve confidence of new customers in purchasing from
an unfamiliar webshop
• Provide assurance on payment security
• Confirm compliance of data protection and consumer
protection rules
• Ensure accurate and timely delivery of orders
• Certify transparency of information and pricing
• Acquire guidelines and best practices for online selling
• Guarantee against risk of fraud and non-payment
• Help with redress mechanisms for dispute resolution.
The objectives of our European trust mark
• Enhance consumer trust in online shopping across
borders
• Increase online cross-border turnover for European web
merchants
• Improve international credibility of national trustmarks
• Establish harmonised certification criteria for all national
trust marks throughout Europe
• Exchange best practices across countries
• Establish an industry self-regulatory initiative in
coordination with EU policies.
The EMOTA trust mark is based on a co-branding model….
Austria
Belgium
Finland
Germany
Portugal
Hungary
Italy
Sweden
Spain
-13-
Greece
Switzerland
…and these are the harmonised accreditation criteria:
A. Code of conduct with high level of consumer protection:
•
•
•
•
•
•
•
•
•
•
Transparent information about the trader
Clear, complete and accurate product description
Transparent pricing, inclusive of all charges and taxes
Accurate information to the customer on product availability and
delivery times
Delivery according to the specifications and timing indicated to the
customer
Clear returns process and prompt reimbursement
Accessible customer service and timely complaint management
Protection of personal data according to EU and national legislation
Appropriate protection of minors
Secure payment methods
B. Comprehensive accreditation process:
• Documented procedure to ensures merchants’ compliance with the
trustmark requirements
• Support and advice to implement improvements before the
trustmark can be awarded
• Record of accreditation based on approved terms & conditions
C. Continuous monitoring of traders’ compliance:
• Minimum annual review of compliance
• Additional checks at any time
D. ADR schemes:
• Information about alternative/online dispute resolution to resolve
consumer complaints
E. Enforcement and sanctions:
• Merchants need to correct any issues promptly
• Trustmark can be withdrawn if the trader does not comply with code
of conduct.
EMOTA will coordinate the accreditation and dispute
resolution processes by leveraging external resources
EMOTA Board of Directors
ECC-Net
EMOTA Secretariat
Ombudsman/Law Firm
Cooperation on crossborder dispute resolution
between consumers and
merchants
National
Trustmark
Merchants
National
Trustmark
Merchants
Compliance check of
national trust marks’
codes of conduct with EUlevel criteria
National
Trustmark
Merchants
Consumers
National
Trustmark
Merchants
National
Trustmark
Merchants
Thank you for your interest!