4 in 10 e-shoppers have trouble making purchases
Problems with online orders
The main problems consumers encounter is late delivery of products or services. Twenty-three percent of those who purchased goods or services over the Internet reported this. The second biggest problem consumers encounter are technical problems ordering or paying (12%) over the Internet. Also, part of the shoppers (9%) said they received wrong or damaged products in the past year." [caption id="attachment_63138" align="aligncenter" width="722"]
Problems with online purchases[/caption] We can expect that thetightened policyof the ACM is going to make merchants more alert and thus reduce the problems with online shopping. At webwinkelkeur we have noticed that many merchants have registered with us. Many of the problems that consumers encounter can be easily remedied by webshop owners by complyingwith the code of conductof webwinkelkeur.Findability warranty / rightsMany webshops use outdated terms and conditions. This includes things like a return right of 7 days. At Stichting WebwinkelKeur we offer our members free legal documents that meet current legal requirements. For example, when it comes to the right of withdrawal, it is clearly stated that consumers have 14 days to register the return and after the registration another 14 days to actually return the product. The registration is done with themodel withdrawal formbut this can also be done with a phone call or an email to the merchant. In addition, the information about the right of withdrawal should also be present on the website outside the general conditions. Many webshops do this, but often this happens in locations where a consumer will not easily search, for example, the information about the return is placed on a page called 'faq (frequently asked questions)'. The information on returns should be on a page called return or right of withdrawal. On such points, we as a quality mark strictly check.Complaints procedureMany webshops do not have a clear complaints procedure. This is a shame because with a well-developed complaints procedure you can minimize the time you spend on complaints. At WebwinkelKeur Foundation we offer model texts that you as a member can easily adopt. We also offerdispute mediationthat allows you to use our services to mediate in exceptionally difficult cases.