Ecommerce Europe Trustmark

FAQS

Why is a European trustmark for online shops necessary?

There is a strong demand for clarity and transparency regarding cross-border sales in the e-commerce market. With the recognizable Ecommerce Europe Trustmark, we stimulate international sales through a better protection of consumers and retailers. As a result, international consumers are more confident about shopping across borders.

Only online shops connected to an Ecommerce Europe National Association trustmark scheme are entitled to carry the Ecommerce Europe Trustmark for free because the association has been accredited by Ecommerce Europe

What does the Ecommerce Europe Trustmark represent?

The Ecommerce Europe Trustmark shows that the online shop is certified by the national e-commerce association, in this case your National Association, and complies with European laws and regulations.
As a result, the Trustmark protects both the online shop and consumers.

The Ecommerce Europe Trustmark represents:

  • a clear set of rules for consumers and (online) shops
  • clear communication regarding the Ecommerce Europe Code of Conduct
  • better protection for consumers and (online) shops
  • international complaints handling when the online shop, consumer and national e-commerce
  • association cannot come to a solution that satisfies all parties involved

What does the Ecommerce Europe Trustmark cost?

Online shops connected to an Ecommerce Europe National Association trustmark scheme are entitled to carry the Ecommerce Europe Trustmark for free, in addition to their own trustmark.

How can I apply for the Ecommerce Europe Trustmark?

Online shops connected to an Ecommerce Europe National Association trustmark scheme can apply for the logo for free through the National Association.

I am not connected to a National Association, but would still like to carry the Ecommerce Europe Trustmark.

For the moment, you can only carry the Ecommerce Europe Trustmark if you are connected to an Ecommerce Europe National Association trustmark scheme.

Where can I put the Ecommerce Europe Trustmark?

The Ecommerce Europe Trustmark must always be used jointly with the National Trustmark logo and it must always be placed on the left next to the National Trustmark (you can ask your National Association for the Graphic Charter for the use of the Ecommerce Europe Trustmark logo).

To what page should the Ecommerce Europe Trustmark logo link?

The Ecommerce Europe Trustmark links to a certificate, just like the national trustmark. To use the certificate, please link your logo to https://ecommercetrustmark.eu/name-of-your-national-association or directly refer to your National Association.

Do I have to adapt my General Terms and Conditions?

No. The Ecommerce Europe Code of Conduct is separate from the General Terms and Conditions. However, with regard to international shoppers it might be a good idea to offer your general terms and conditions in several languages.

How does the complaint handling take place?

When a consumer has a complaint about a purchase, he first needs to contact the online shop. This enables the online shop to take care of the complaint and provide a solution. If the online shop and consumer cannot come to a solution, the consumer can turn to the national e-commerce association.
If possible, the national e-commerce association mediates between the consumer and the online shop. If the complaint is still not solved, the consumer can contact the Ecommerce Europe Trustmark Service Center through e-mail. The Trustmark Service Center will inform the consumer of the options available in Europe to seek redress.

Does the Ecommerce Europe Trustmark also apply to Business Partners/ suppliers?

No. This Trustmark solely applies to B2C selling parties. However, the Business Partners of National Associations can become a Business Partner of Ecommerce Europe, in order to improve their cross-border trading and to be allowed to carry the Ecommerce Europe Business Partner logo.

Do I have to apply for a national trustmark in each country I sell?

The Ecommerce Europe Trustmark is free for online merchants until at least 2018. In order to ensure legal protection for you and your consumers, your shop will be thoroughly checked for compliance with legal requirements under consumer law. This check can only be done by National Associations in their own country because of language- and legislative differences between EU Member States. For the moment, you can therefore only carry the Ecommerce Europe Trustmark if you are certified by the national trustmark scheme of an Ecommerce Europe National Association. Furthermore, to ensure the trustworthiness of the label only Ecommerce Europe National Associations are granted the right to certify online merchants and to provide the Ecommerce Europe Trustmark in their own country.

Do you have any other questions? Contact us