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Trust and dispute resolution

Utilising local trust marks can be a way to encourage that first transaction; reassuring consumers that if something goes wrong, there is someone who will help to rectify the situation. It is important to select the scheme that suits the products and business of the merchant. There may also be legal requirements in certain territories about which programmes a merchant must be part of.

Early in 2016, the EC took the Online Dispute Resolution platform live. This system isn’t in itself a resolution system but rather a signpost for cross-border consumers to find a resolution service in the home territory of the merchant (assuming they are based, or have an office, in the EU). The services, called Alternative Dispute Resolution (ADR), aren’t necessarily trust marks but can act as intermediaries where a customer and merchant can’t agree on remedial action.

webgate.ec.europa.eu/odr/ ECC-Net is an EU-wide network aimed at providing consumers with advice on a range of issues. They are part funded by local government and the EC.

ECC Net – European Consumer Centres Network - www.konsumenteuropa.se

The following are trust marks run either as organisations in their own right or as part of another organisation’s services. For example, the trade association for online retail in Norway runs a trust mark for online merchants.

www.ehandelscertifiering.se

www.tryggehandel.se/

www.emaerket.dk

www.tryggehandel.no

www.ecommercefinland.org/trustmark.html

www.asml.fi

 

Marketplaces

Marketplaces are a good mechanism for foreign merchants to test the market in new territories. Although the costs associated with each sale might be higher, local consumers have confidence in the marketplace brand and it will be easier to match local trading requirements.

This list highlights some of the bigger local marketplaces which may be worth considering.

Fyndiq AB is a Swedish fast-growing ecommerce company that, since its inception in 2010, established links with over 1,500 traders who together sell over 500,000 products in categories such as fashion, baby, beauty & health, electronics, sports & leisure, entertainment, mobile & tablet PCs, home etc.

Atosho, established in Copenhagen in 2011, has created a new way for digital publishers to tap into ecommerce revenue and sell products without users ever leaving the site, at the same time providing a unique sales channel for ecommerce retailers.

Trendsales is Denmark's largest fashion bazaar with the purchase, sale and exchange of branded and designer goods to those who love fashion and shopping. Trendsales acts as a contact facilitator between private buyers and sellers, and there are over 150 different categories with branded clothes, accessories, designer furniture, clothing, computers, mobile phones and much more.

The majority of the goods are second hand, but many individuals and companies sell new and unused branded goods. Trendsales have specific websites for the Nordic countries:

Trendsales.no

Trendsales.se

Trendsales.de

Trendsales.fi

The Swedish CDON Marketplace has over 2 million active users and sells products from other merchants as well as its own inventory.

Tradera (eBay) Tradera.com is one of the leading online commerce services in Sweden, with over 2.5 million members and stores, 1.3 million visitors per week and over one million listings. Although Tradera welcomes members from all over the world, most are Swedish.

 

 

 

Demographics

Political and socioeconomic environment

Online and mobile usage

Online shopping behaviour

Marketing

Optimising customer experience

Legal framework and regulation

Logistics and delivery

Finance and payment

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