The survey body granting Austria's E-Commerce Gütesiegel & Qualitätssiegel (ECQ) trustmark was established by the Austrian Retail Association (Handelsverband) in 2000. A majority of companies have since been certified and can thus be easily recognised on the internet as serious, customer friendly and quality oriented enterprises.

The ECQ label certification procedure covers 6 different service categories, depending on the company’s activity. An audit is carried out according to established quality criteria that covers : conformity with the law, user convenience, security, service and web functionalities. The criteria kept in check with any evolutions of technical standards or legal rules.

Three extensive tests verify more than 50 criteria. The ECQ label is granted for one year and is prolonged if the company successfully passes its annual audit/test.

A code of conduct linked to the label obliges members to comply with a series of requirements, such as providing realistic, clear and accurate description of the goods and services; clear information on delivery conditions, packaging, postage; strict respect of the law concerning payment conditions and respect of privacy in data processing.

All BeCommerce members have to comply with Belgian legislation as well as with the code of conduct of the Belgian Direct Marketing Association (BDMV). This code sets out rules on privacy protection, the use of the Robinson list and the handling of complaints by the association's Control Committee. The label implies complying with information rules regarding:

• The shop and the products/services on offer
• Privacy protection
• Methods of payment
• Sales conditions

Further rules exist with regard to the ordering process, the way the order is carried out, the after-sales service, the handling of complaints and the protection of minors.

BeCommerce members that do not respect the label rules, risk prosecution by the BDMV Control Committee. Sanctions go from a warning to a fine or even exclusion from the association

Spain’s Confianza Online trustmark was launched back in 2003.

It stems from a joint initiative from the Spanish Commercial Communications Self Regulatory Body and the Spanish e-Commerce Association and is based on these two bodies’ respective Ethical Code of Advertising on the Internet, and Internet Data Protection Code.

The code abides by provisions of Spanish law (34/2002 (LSSI) and EU Directive 2000/31/EC

More than 500 web sites in Spain use the Confianza Online trustmark which in 2005 was approved by the Spanish Institute of Consumer Affairs.

The Confianza Online Trustmark provides consumers with a quick, inexpensive and effective out-of-court tool for settling disputes related to interactive advertising, E-commerce, data privacy, minor protection and accessibility & usability with consumers

Complaints are handled through the Secretaría Técnica of Confianza Online. Only companies that adhered to CONFIANZA ONLINE are allowed publish the label on their web site, after a legal & ethical audit. http://www.confianzaonline.es/

Spain’s Confianza Online trustmark was launched in 2003.

It stems from a joint initiative from the Spanish Commercial Communications Self Regulatory Body and the Spanish e-Commerce Association. It is based on an industry Ethical Code of Advertising on the Internet, and Internet Data Protection Code.

The Confianza Online trustmark abides by Spanish law 34/2002 (LSSI) and EU Directive 2000/31/EC.

Today more than 500 web sites in Spain use the Confianza Online trustmark which in 2005 was approved by the Spanish Institute of Consumer Affairs.

Confianza Online provides consumers with a quick, inexpensive and effective out-of-court tool for settling disputes related to interactive advertising, E-commerce, data privacy, minor protection and accessibility & usability with consumers

Complaints are handled through the Secretaría Técnica of Confianza Online. Only companies that adhered to CONFIANZA ONLINE are allowed publish the label on their web site, after a legal & ethical audit. http://www.confianzaonline.es/.

Members of the French E-commerce and Distance Selling Federation, FEVAD have decided to adhere to 34 points that form the quality charter (Charte Qualité de la Vente à Distance). They can use the FEVAD logo, which acts as a trustmark and is connected to the Charter, on their websites and commercial documents.

The Charter’s commitments include the following:

• the principle “satisfied or reimbursed”. Member companies commit themselves to accept products which are returned in their original wrapping within 7 days after receipt by the client
• information on the delivery time and product availability. Companies will indicate to the costumers the average delivery time, adapted to each type of product/service
• information on the products or services. Companies will assure coherence between offer and product/service
• commitments regarding guarantee and after-sales service. Each technical product will enjoym a contractual guarantee under the responsibility of the company
• rules on litigation. A “client service” is put at clients’ disposal by the company during working hours.
• Respect of Data protection rules.

The German E-Commerce and Distance Selling Trade Association (Bundesverband des Deutschen Versandhandels, bvh) has developed an industry trustmark (“Gütesiegel”) in cooperation with the EHI Retail Institute (a scientific institute for Germany's retail industry).

The trustmark has taken on board the list of recommendations of the German “D21” initiative (a large information society partnership at political and economical level). This means that commitment to use the trustmark comply with quality standards that have been agreed between the “D21” initiative, the Federal Ministry of Justice and German consumer associations.

The use of the German trustmark requires membership of bvh, approval by bvh's control board and certification by EHI. Once a distance selling trader has been authorised to use the trustmark, this certifies that the company complies with industry standards for quality and all relevant legal provisions.

The German trustmark is also associated with an arbitration procedure. Consumers are able to place complaints that will be delt with, free of charge.

In the UK, consumers can shop online with confidence wherever they see the ISIS (Internet Shopping Is Safe) logo because it certifies that the retailer:

• has registered with the ISIS programme and undertaken to trade in a manner that is LEGAL, DECENT, HONEST, TRUTHFUL AND FAIR;
• had its web site and service reviewed and monitored by IMRG;
• had its Business, VAT and Data Protection registrations checked by IMRG.

One of the main reasons that consumers cite as the reason for not shopping online, is a lack of awareness of the retailer. The ISIS trustmark has built up a great reputation in the UK over many years and as a result, ISIS-accredited merchants comply with ISIS-standards and benefit from the reputation for reliability, security and trustworthiness engendered by the ISIS Mark.
In addition, should a customer have problems with an ISIS accredited retailer, the ISIS team offer an 'arbitration' service.
Today there are over 1200 ISIS-Accredited retailers that account for approximately two thirds of all UK online shopping.

The Dutch trustmark “Thuiswinkel Waarborg” was introduced in 2001 by the trade organization Thuiswinkel.org. All Thuiswinkel.org members carry this trustmark and as of 2009 it will be certified annually by the “Thuiswinkel Waarborg Certification Foundation”. This ensures that all members comply with the legislative rules as well as the code of conduct rules and this will be checked annually.

The trustmark includes the right for consumers to binding, independent dispute resolution by the Thuiswinkel Disputes Committee (business and consumer association representatives are active in this committee). In autumn 2008 Thuiswinkel.org agreed, together with the Dutch Consumer Association, on binding, bilateral general terms for web shops.

According to an independent research undertaken in April 2008, 79% of respondents agreed that the presence of the Thuiswinkel Waarborg trustmark indicated that it is safe to purchase from the company.

The Portuguese trustmark PACE was established by the Portuguese E-commerce Association (ACEPI) in collaboration with independent auditors in 2003.

 

The main objectives of Portugal’s PACE Trustmark Scheme are:

1) To increase companies and consumers confidence in e-commerce and Homebanking operations,

2) To provide online traders (B2B and B2C) and banks with an instrument that verifies and shows the commitment to comply with Portuguese law and best practices in the online industry, and

3) To provide consumers and companies with an effective and fast dispute resolution system.

To be a member of Portugal’s Trustmark scheme one must be a member of the Portuguese e-commerce association (ACEPI). Before having the right to display the Trustmark, the websites are thoroughly audited. Accredited companies must comply with the requisites of a Conformity Manual. The trustmark is also linked to a dispute resolution scheme in the event of a conflict between consumers and traders.

Adherence to the rules of conduct is carefully monitored. A comprehensive audit checks the following issues: Legal framework; privacy and personal data protection; authentication, disclaimer and integrity of data; intellectual property protection; selling terms and conditions; claim and litigation resolution; publicity regulation; business availability; minors’ protection; management and update of contents; ergonomics, navigation and design and accessibility to citizens with special needs.

A serious breach of the trustmark rules may result in the exclusion of a company form the PACE trustmark scheme.

Distance selling traders that are members of the Swiss Distance Selling Association (VSV) abide to the association’s Code of Honour.

Hence, usage of the Swiss distance selling trustmark is linked to the respect of a self-regulating code of conduct/code of honour.

In addition to following Swiss law, the VSV Code of Honour includes guidelines that VSV members should follow with respect to customer relations.

The code of conduct obliges members of the Swiss Distance Selling Association (VSV) to comply with a series of requirements, such as:

• providing realistic, clear and accurate description of goods and services on offer;
• providing clear information on delivery conditions, packaging, postage;
• strictly abiding to Swiss law concerning payment conditions;
• respect of privacy in data processing

The Svensk Distanshandel's "safe e-commerce" trustmark, "Trygg E-handel" was introduced in 2007 in a coalition between private and public organisations.

The role of the trustmark is to support clear, simple and unified guidelines for both consumers and e-commerce companies.

The trustmark covers issues such as:

• Company information
• The product and the total cost
• Timeframe of shipping
• Warranty
• Cancellation of contract
• Complaints
• Manual of usage
• Consumers under age
• Financial security
• Safe payments solutions

The responsible administrator carries out random check-ups. Members of the trustmark are also given a financial rating. An external party audits members' homepages.