FAQ Categoriearchief

When should I refund a customer's return?

When a customer wants to exercise his/her right of withdrawal, you must refund the full amount of the order (including any shipping costs for return shipment) within 14 days (after the customer has indicated his/her wish to return). Read more about the rules that count for the refund of returns.

Why do I need to include my email address on my online store?

Mentioning your e-mail address is a requirement to qualify for the WebwinkelKeur quality mark and is also a legal requirement. A contact form is not sufficient. Every Dutch webshop has to mention its e-mail address on its website. The legal ground for this we read in Article 3:15d, paragraph 1, BW (Information obligations in the service of the information society) where we quote: b. data that allow for quick contact and direct and effective communication with him, including his electronic mailing address; By law, it is therefore mandatory to include your e-mail address on your web store. We also consider it important ourselves, given that it can happen that a contact form, for example, does not work. Afraid of spam? A common reason for not wanting to publish the e-mail address is the risk of spam. There are enough technical solutions to prevent spam. See also our blog post with tips on protecting your email address from spam.

Mention of your VAT number

Mentioning your VAT number is in principle a requirement to qualify for the WebwinkelKeur. The reason is that it is a legal requirement to state your VAT number on your webshop. In some cases, stating your VAT number can lead to privacy issues. You can read how we deal with this on our blog. Place the VAT number in an easily findable place such as a contact or "about us" page.

Mention of Chamber of Commerce number

Mentioning your chamber of commerce number (KVK number) is a requirement to qualify for the WebwinkelKeur. Place this KVK-number on an easily findable spot such as in the footer, on a contact or "about us" page. Without a KVK number you cannot qualify for WebwinkelKeur. Do you have a foreign company? Then place the foreign equivalent of the KVK number. For Belgium, for example, this is the Enterprise number.

Why is listing the business address required?

Stating your business address Mentioning your business address is a legal requirement for distance selling and also a requirement to qualify for WebwinkelKeur. Mentioning a PO Box address is not sufficient. Required is to mention the address which is known at the Chamber of Commerce. Mention the address in an easily findable place, for example on a "contact" or "about us" page. Mentioning your address only in the general conditions or another "hard to find" page is not sufficient. The legal basis for this can be found in article 46c, paragraph 1 of the Civil Code: 'In good time before the distance purchase is concluded, the following information must be provided to the other party by all means adapted to the technique used for distance communication and in a clear and comprehensible manner, the commercial purpose of which must be unambiguously apparent:a. the identity and, if the distance purchase requires advance payment of the price or part thereof, the address of the seller;

What (contact) information should I include on my site?

Mandatory contact information It is important that consumers know with whom they are doing business. Hence, the following information should be listed on your website: - Company name. - Phone number. - E-mail address - just a contact form is not enough. Read how to protect your email address from spam on our blog. - Business address (not just a P.O. Box) - listing a business address is required by law. - Chamber of Commerce number. - VAT number. Both the phone number and the address of the online store must be clearly stated. So it is not enough to mention the phone number and address hidden in the general conditions. Also, just a PO Box number is not sufficient. The e-mail address must be visible, only a contact form is not sufficient for this. Also, data including the Chamber of Commerce number and VAT number must be mentioned. The contact page is the ideal place for this.

What are the most common reasons for rejection?

The most common reasons for rejection are: - Failure to include a phone number. - Failure to properly point out the right to return (even outside the terms and conditions!). - Not mentioning address details, e-mail address, Chamber of Commerce and VAT number. - Not offering a post-payment option. - Not mentioning the payment obligation. - If you fall under the category risk webshops, we need additional information from you. We ask for this during an initial rejection. You can find this information in the remarks if this applies to you. - We are missing login information for your test environment when the website is not yet live. You can provide these by email to info@webwinkelkeur.nl, or put them in the comments field during registration. - Your webshop falls under the KOR scheme and you do not have a VAT number on your website, so this item will be rejected. Make sure you inform us about this after you have registered your webshop. This can be done by email or you can put it in the comments field. - You have chosen the wrong package when registering. It may be that you have a multilingual web store, but have chosen a starter package. You need to upgrade your package first. The complete list of requirements can be found here!

How long does an inspection take?

In principle, we will inspect every web store within 2 working days. You will receive the result of the inspection by e-mail. In special cases the inspection may not succeed within these 2 working days. If your inspection takes longer, please contact us. It may happen that the e-mail with the inspection result did not reach you or that there is another reason for the delay.

How do I apply for a retest?

You can request a re-inspection by logging into WebwinkelKeur with your personal login. If your store has not been approved before, you will see the button to request a new inspection. If your store has been approved before, you can also request a re-inspection. You do this by clicking on Profile in the dashboard. Then click on Hallmark. On this page you will find the button "Renew certification". Have you received an e-mail with the result of the inspection? If so, this also contains a direct link to request a re-inspection.

My online store has been rejected, now what?

In case of a rejection you will receive an extensive assessment report by e-mail from us with the points of improvement found. The fact that your store has been rejected does not mean that you cannot become a member. We give you time to implement the improvements. If you have questions or need help, you can always contact us. When you have implemented the improvements of your webshop, you can easily request a re-inspection. Your store will then be re-inspected by us and you will receive the result by email. If we have not received a new re-inspection within two weeks, an email will be sent to you giving you two options. Remember that the requirements and code of conduct of WebwinkelKeur come directly from the law. If you do not meet the guidelines of WebwinkelKeur then unfortunately you do not meet the law. First read the requirements and code of conduct? We have listed them for you.

How do I respond to a customer experience?

As a merchant, it is easy to respond to a customer experience yourself. This can be done publicly, with your response appearing directly below the customer experience. This can also be done privately. The customer then receives an e-mail through our system on your behalf with your personal response. Public comments are useful to share your side of the story with the rest of the world. A private reaction is meant to find a solution with a negative customer or to thank a positive customer for sharing their experience. Responding to a customer experience 1. Login to the WebwinkelKeur dashboard with your personal login details. Have you forgotten your password? Then you can easily recover your password by clicking 'forgot password'. 2. When you are logged in, go to the 'Reviews' tab. 3. Type your comment under a customer experience. With the first option you can do this with a notification to the customer and with the second option you choose not to send a notification to the customer. 4. To send not a public comment, but a private comment to the customer, choose 'private' under 'type'. 5. Click save to post the experience. This way you can easily respond to a customer experience yourself. We recommend that you do this regularly.

An unjustified negative experience.... Now what?

Please contact the customer to correct the problem. Do you think the review goes against our terms of use? Then request a moderation. While the moderation request is being processed, the review is quarantined. To ensure the quality of experiences, WebwinkelKeur removes user experiences only in exceptional cases. To qualify for this, the experience must be demonstrably unjustified or the customer must want to remove it himself. It is not allowed to demand the removal of the experience. Removal must be entirely voluntary. If you would like to see an experience removed, we ask that you first consult with the customer. You can contact the submitter of the comment via the dashboard. The customer then has the option to remove the experience. If you feel that an experience is completely unjustified and you cannot work it out with the customer, we would like to receive a moderation request. It is important to indicate why the experience is unjustified and whether you can prove it. We will then ask the person who posted the comment whether his or her experience is reliable. Only when a reaction is demonstrably false (e.g. posted by a competitor) we can proceed to remove it. We will check the authenticity by providing, for example, an order number from the customer. In cases where the experience is genuine and does not contain demonstrably incorrect facts, we advise you to respond to the experience using your personal log-in to the dashboard. Your side of the story is then clearly displayed below the customer's experience. See also the exact procedure regarding disputed experiences.