EMOTA European Trustmark Presentation - Walter Devenuto President EMOTA 13-3-2014

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Information about EMOTA European Trustmark Presentation - Walter Devenuto President EMOTA...
Business & Mgmt

Published on March 18, 2014

Author: Walterdevenuto

Source: slideshare.net

Description

Presentation for the launch of the EMOTA European Trustmark at the International Ecommerce Forum in Barcelona on 13th March 2014

Launch of the European Trustmark 13 March 2014

Domestic vs. cross-border internet purchases Source: Eurostat, 2013 Note: % of population who ordered goods/services online from national sellers / from sellers from other EU countries in the last 12 months - 5 10 15 20 25 30 35 - 10 20 30 40 50 60 70 Cross- border Domestic EU avg. -1-

Concerns about cross-border vs. domestic online purchases 0% 10% 20% 30% 40% Uncertainty on rights Data privacy Payment security No delivery Guarantee Returns Long delivery times Source: Civic Consulting/TNS, 2011 Note: % of consumers reporting concerns about buying products online in their own country vs. in another EU country -2- % domestic % increase cross-border

Cross-border will grow twice as fast as domestic online sales 306 346 377 407 436 462 44 56 69 83 99 116 0 100 200 300 400 500 600 700 2013 2014 2015 2016 2017 2018 €Billion 350 402 446 491 535 Domestic Cross- border 578 +21% CAGR ’13-18 +9% Source: EMOTA, 2013 -3-

Benefits of trustmarks for consumers 41% 48% 50% 75% 79% 85% 0% 25% 50% 75% 100% Search trustmark for unknown retailers Click through trustmark to check info Decide purchase based on trustmark Read ratings/reviews to decide purchase Look for trustmark on retailers' sites Consider trustmarks as meaningful Source: Bizrate Insights, September 2013 Note: % of consumers – survey sample: 6,000 consumers -4-

Benefits of trustmarks for merchants • Display a trusted symbol – especially for SMEs, whose brand is not well known • Improve confidence of new customers in purchasing from an unfamiliar webshop • Provide assurance on payment security • Confirm compliance of data protection rules and of consumer regulations • 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 • Offer redress mechanisms for dispute resolution -5-

Fragmentation of National Trustmarks in Europe -6-

Features of National Trustmarks 0% 25% 50% 75% 100% Have internal ADR mechanisms Perform periodic checks on compliance Have internal certification procedure Certification criteria are listed online Have sanctions for non-compliance Have certification requirements 50% 59% 63% 75% 87% 87% Source: ECC-Net, October 2013 Note: % of trustmarks on the total number of trustmarks analysed (54) -7-

Consumer perceptions of trustmarks in Europe 0% 25% 50% 75% Don't trust sites with trustmarks Don't look for trustmarks Don't know any trustmark Don't know what a trustmark is 37% 63% 66% 51% 53%15% 32% Don’t know criteria Difficult to access trustmark features Don’t trust trustmark provider 65% 23% 12% Don’t know how to identify trustmark Not important for purchase decision other Source: ECC-Net, October 2013 Note: % of consumers – survey sample: 573 consumers -8-

EC policy options for the European Trustmark Self-regulation Disseminate best-practices among national trustmarks Co-regulation Define EU-wide standards for national trustmarks EU accreditation Endorse national trustmarks compliant with EU standards EU certification Certify compliance of individual merchants -9-

EMOTA European Trustmark objectives • Enhance consumer trust in online shopping across borders • Increase online cross-border turnover for European web merchants • Improve international credibility and overcome language barriers of national trustmarks • Establish harmonized certification criteria for all national trustmarks throughout Europe • Exchange best practices across countries • Establish an industry self-regulatory initiative in coordination with EU policies -10-

EMOTA European Trustmark Accreditation Criteria A. Code of conduct with high level of consumer protection B. Comprehensive accreditation process C. Continuous monitoring of traders’ compliance D. ADR schemes E. Enforcement and sanctions -11-

European Trustmark logo -12-

Co-branding of European Trustmark + National Trustmarks GreeceAustria Belgium Finland SwitzerlandSpain SwedenPortugal Germany Hungary Italy -13-

EMOTA European Trustmark 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 -14-

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 European Trustmark accreditation criteria -15-

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