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!