Assurance 4: Reliable info
A good webshop not only offers a wide range and competitive prices, but also clarity, honesty and safety. It is important for consumers to know where they stand, and web shops build a solid reputation with transparency.
1. Findability of important conditions
A reliable webshop ensures that customers have easy access to important documents such as the general terms and conditions, privacy policy and return policy.General terms and conditions: These describe all agreements between the webshop and the customer, such as delivery times, payment options, guarantees and the process around returns.Privacy policy: Customers want to know how their data is processed and protected. A good privacy policy contains: - What data is collected (e.g. name, email address, payment information) - Why this data is needed (e.g. for shipping or customer service) - How the data is secured - What rights customers have, such as the right to view, modify or have data removed Returnpolicy: A transparent return policy gives customers confidence. The policy should describe: - How long customers have to return a product. Legally this is at least 14 days, but some web shops have a more generous policy - Whether returns are free and how the process works - Exceptions to the right of withdrawal, such as custom-made products - How depreciation is handled for damaged products.2. Honest and reliable customer reviews.
Reviews are an important tool for customers to judge a webshop. Reliable reviews are essential for a transparent online experience.- Verified reviews: Genuine reviews come only from customers who have actually made a purchase. This can be done by collecting reviews by sending automatic review invitations after a completed order.
- Moderation without censorship: While reviews may be checked for inaccuracies, they should not be edited or deleted because of an opinion. This builds trust with customers and shows that the webshop is open to feedback.
- Objective terms of use: A webshop should clearly communicate that reviews are posted fairly and impartially. This prevents customers from becoming suspicious about the authenticity of reviews.
3. A clear complaints procedure
Even the best online shops can have problems. A clear complaints procedure ensures that customers know what to do if something goes wrong.- Step-by-step plan for complaints: Explain to customers step by step how they can file a complaint. This can be done, for example, by sending an e-mail or filling out a form. Provide prompt and professional communication.
- Resolve disputes: If a complaint cannot be resolved immediately, there should be a process for further mediation. Independent mediators or dispute committees can play an important role here. This shows that the shop is willing to look for a solution objectively.
4. Transparency in prices
Clear price information is one of the basic conditions for customer trust. Customers should always know where they stand, without hidden costs.- Prices including VAT: All prices should be displayed including VAT by default. This prevents surprises during checkout.
- No hidden costs: Additional costs, such as administration or packaging costs, should not be visible only at checkout. All additional costs should be clearly stated from the outset.
5. Duty of information: Customers know where they stand
Webshops have a responsibility to provide customers with all essential information even before they make a purchase.- Enclose general terms and conditions: Send a copy of the general terms and conditions along with the order confirmation or offer it as a download link. This makes it easy for customers to find what they have agreed to.
- Clear order buttons: A button used to place an order should unambiguously indicate that the customer is making a payment commitment. Texts such as "Order" or "Place Order" are appropriate for this purpose, while vague terms such as "Continue" can cause confusion.
6. No misleading practices
Reliable online shops are distinguished by honesty, both in their offers and in their communication.- Avoid fake discounts: Discounts should be real and not based on artificially increased "off prices." Consumers should not be misled with fake promotions that offer no real discount.
- No false green claims: If an online store claims to be sustainable, these claims must be true and based on factual information. Misleading claims about sustainability can lead to loss of trust and legal consequences.