european cross-border

e-commerce protection

for consumers

The Ecommerce Europe Trustmark stimulates cross-border e-commerce through better protection for consumers and merchants by establishing one European set of rules and by ensuring clear communication of these rules.

  • 25,000 online shops
    represented
  • More than 10,000 online shops with national trustmark
  • Developed in continuous dialogue with consumer organizations
  • Dedicated complaints
    handling service

One
European
Set of
rules

More
consumer
trust
in online cross-border transactions

More
consumer
trust
in online cross-border transactions

One
European
Set of
rules

Benefits for consumers

How it works

The Ecommerce Europe Trustmark protects you when you make a purchase through an online shop in another EU country, and a complaint arises.

If you see the Ecommerce Europe Trustmark on the website of an online shop you are visiting, it means that the company has made a commitment to work in compliance with the Ecommerce Europe Code of Conduct, guaranteeing ethical standards in the digital marketplace.

In the case of an incident involving the purchase of their products and/or services, those companies with the Trustmark give you the option of filing claims through the Trustmark Service Centre free of charge, if their own Customer Care Service has not been able to resolve the issue.

In the case of a consumer complaint, the Trustmark Service Centre provides for a solution out of court. It enables you to reach a solution easily and quickly. The Trustmark Service Centre provides you with assistance in coming to an agreement with the business. If there is no solution for your complaint, a legal resolution of the issue is still open to you. You can immediately seek out legal assistance and are free to pursue your complaint through legal means otherwise.

The European Regulation No 524/2013 on online dispute resolution for consumer disputes states that traders established within the European Union engaging in online sales or service contracts have to provide on their websites an electronic link to the European Online Dispute Resolution platform (http://ec.europa.eu/odr).  Furthermore, for consumers with a problem for an online purchase, they can file complaints on the European ODR platform.

Testimonials

Irish retailers for the first time have access to the European eCommerce Trustmark through the exciting new national eCommerce Trustmark launched by Retail Excellence Ireland in conjunction with Ecommerce Europe. Only 2% off Irish retailers are currently compliant with data protection, privacy regulations and consumer laws which is something the implementation of the eCommerce Trustmark will address. On registering for the Trustmark, applicants are furnished with a comprehensive set of rights and obligations establishing a benchmark for excellence and best practice. We know retailers displaying a Trustmark on their websites have experienced increased conversion, lower barrier to entry for cross-border trade and increased consumer confidence with 65% of consumers in Europe saying they will shop with a retailer displaying a national and Ecommerce Europe Trustmark over a retailer that does not display any. I would encourage any online retailer to sign-up to the Retail Excellence Trustmark as not only do you have peace of mind that you are compliant but it encourages sales and consumer trust.

Róisín Woods

For us, the Trustmark is useful because consumers see it as useful. When they see the Trustmark, they know they can use a secure payment system, and can make use of a dispute resolution mechanism. Consumers show trust in the Trustmark, and this helps to build up their trust in us

Security and trust are fundamental cornerstones of e-commerce. We find that, especially for cross-border buyuing and selling, they are ensured by a regular check for compliance with laws and standards provided through the Trustmark

Increasing consumer trust has always been a goal for Vodafone. Confianza Online’s and the Ecommerce Europe Trust Marks let us give confidence to our clients as a certificate of compliance with quality standards. Both Trust Mark’s values are 100% in line with our customer care philosophy.

David Carro

operating in these

european countries