eCommerce - Reflection paper

Consumers should be able to enjoy the benefits offered by e-commerce (convenient way to shop, access to more offers at better prices with no geographical or time limitation) while benefiting from a genuinely high level of protection. Taking into account the specificities of online commerce, consumers need more protection and safeguards in the online world than in the offline world.

On the basis of evidence provided by our member organization, which are in daily contact with consumers, BEUC would like to stress the main fields where action is needed (and indicate what measures need to be taken):

• Make it possible to buy online: access to e-commerce;
• Who is behind the screen?: reliability of online traders;
• More transparency in online offers: better consumer information;
• Establish a solid and modern framework of consumer rights in online transactions: consumer online contracts;
• Make it more secure to pay online: online payments;
• Ensure safe shopping: safety of goods purchased online;
• Allow consumers to maintain control over their personal data: data protection and privacy online;
• Make it easier to complain and obtain redress following an online purchase: complaints and redress.