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EMOTA’s European Trust mark scheme Susanne Czech Secretary General - PowerPoint PPT Presentation

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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.

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European Trust mark scheme

Susanne Czech

Secretary General

is the leading association for eCommerce

in Europe

There are many national trust marks out there
There are many national trust marks out there…



EMOTA welcomes the European Commission’s commitment to ensure a functional harmonised legal framework for distance selling/eCommerceacross the EU

As a result of the Consumer Rights Directive, distance sellers and consumers will both benefit from the extended harmonisation of consumer protection rules

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 internationalcredibility of national trustmarks

  • Establish harmonisedcertification 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 isbased on a co-branding model….













…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 paymentmethods

  • B. Comprehensiveaccreditationprocess:

  • Documentedprocedure 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


EMOTA Secretariat

Ombudsman/Law Firm

Cooperation on cross-border dispute resolution between consumers and merchants

Compliance check of national trust marks’ codes of conduct with EU-level criteria

National Trustmark

National Trustmark

National Trustmark

National Trustmark

National Trustmark







Thank resolution processes by leveraging external resourcesyou for yourinterest!