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Public FTAA.ecom/inf/122 February 13, 2002 Original: English

Public FTAA.ecom/inf/122 February 13, 2002 Original: English. Government Enforcement & Cooperation. Business Guidance. Government Enforcement & Cooperation. Surf Days.

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Public FTAA.ecom/inf/122 February 13, 2002 Original: English

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  1. Public FTAA.ecom/inf/122 February 13, 2002 Original: English

  2. Government Enforcement & Cooperation Business Guidance

  3. Government Enforcement & Cooperation Surf Days To: business @xxx.comFrom: pyramid @ftc.govSubject: A message from law enforcers from 20 countries If you do business in any of the following countries, you may be interested to know that pyramid schemes are illegal . . .

  4. Government Enforcement & Cooperation Consumer Protection in E-Commerce • Strong consumer protection laws and regulations • Enforcement in the context of e-commerce • Domestic and international coordination • Self-regulation is a critical component • Consumer education helps consumers avoid problems • Business education helps e-businesses comply

  5. Consumer Efforts: Protecting Consumers Online is a Shared Responsibility Susan Grant Vice President for Public Policy National Consumers League

  6. Consumer Efforts A Successful Online Marketplace from the Consumer Perspective • Clear, complete and accurate information about vendor and offer on Web sites • Good customer service • Effective protection from fraud and abuse • Privacy and security of personal information • Practical recourse for complaints

  7. Consumer Efforts Consumers International Online Shopping Surveys • Nearly 20% of vendors failed to give clear total cost • 37% did not provide immediate confirmation of order • 12% of orders arrived late • 6% never arrived at all • 9% never made refunds for returned items

  8. Consumer Efforts National Consumers League Online Shoppers Surveys • Security and privacy greatest concerns • Delivery and misrepresentation most common problems • Consumers are confused • 51% did not know delivery rights • 55% thought that they had 3 days to cancel • 59% did not understand credit card dispute rights

  9. Consumer Efforts Consumer Perspective on ADR • Must be easy to access • Free or very low-cost • Easy to use • Fair • Transparent • Not ask consumers to waive legal rights

  10. Consumer Efforts Why Ask What Consumer Groups Think? • Provide insight based on direct contact with consumers • Contribute valuable information from studies and surveys • Bring balance of views on issues • Promote mutual understanding and cooperation For example: TACD Working Group on E-Commerce (www.tacd.org)

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