Expats in Netherlands shopping online should look for a trustmark logo before making a purchase. Dutch webshop trustmarks certify the seller’s identity and confirms the webshop provides guarantees to customers per Holland’s guidelines.
DUTCH WEBSHOP TRUSTMARKS
There are multiple companies that work with internet retailers to provide them with a standardized certification to show consumers they offer specific protections. The certifier’s ‘trustmark’ logo is typically shown either at the top or bottom of a webshop’s pages.
THUISWINKEL
Thuiswinkel is a Dutch retail association for online shops and distance sellers. Its 1,800 retail members account for nearly 70% of online sales in Netherlands. To become a Thuiswinkel member (and display the Thuiswinkel trustmark on a webshop), they must comply with Netherlands consumer directives.
These include:
- having terms and conditions easily accessible
- offering a 14-day reflection period
- ensuring each item offered is described clearly and accurately
- a user-friendly order process that follows logical steps and includes a review stage before an order is finalized
- uses a secure connection during the checkout process
- guarantees the safe transport, processing and storage of the consumer’s personal data
- the company addresses customer complaints swiftly and thoroughly
- Thuiswinkel will provide free mediation if a customer dispute is not resolved
The Thuiswinkel trustmark is a tri-colored envelope (red, green and white). Below the logo are the words ‘Thuiswinkel Waarborg’ (Thuiswinkel guarantee).
TRUSTED SHOPS
Trusted Shops was founded 20 years ago in Germany to help online shoppers feel secure with cross-border transactions in the EU. The “e” logo is the most popular trustmark in Europe, used by some 25,000+ webshops. The trustmark conveys to the consumer that the webshop meets specific requirements regarding quality, guarantees and customer service. Here in the Netherlands, the Dutch trustmark has the words ‘Gecertificeerde webwinkel’ (certified webshop), ‘Geld-terug-garantie’ (money back guarantee) and ‘Klantenservice’ (customer service).
Besides the security trustmark, Trusted Shops also employs a customer review system which allows registered consumers (currently over 7 million) to provide insight as to their experience with a product or webshop. The webshop’s rating is shown below the trustmark with individual reviews accessible on the Trusted Shops website.
WEBSHOP KEURMARK
Webshop Keurmark is a Dutch trustmark owned and managed by the non-profit trustmark foundation Stichting Webshop Keurmark in Amsterdam. All member retailers must comply with Dutch and European consumer regulations and legislation. These include a webshop review to ensure it adheres to current EU security standards, that it offers a 14-day return, that payment is refunded within 14 days from when the order was sent back to the webshop, independent dispute resolution and customers are allowed to provide reviews (powered by Kiyoh) to ensure transparency of consumer experiences.
Over 6,200 webshops in the Netherlands are certified by Webshop Keurmark as well as 700 additional webshops located outside Holland.
WEBWINKEL KEUR
WebwinkelKeur started in 2010 and has positioned itself as a consumer trustmark that is affordable for small businesses and entrepreneurs. The trustmark is currently used by over 9,200 webshops.
The WebwinkelKeur trustmark ensures the webshop provides similar guarantees to consumers…
- address details have been confirmed
- contact information, KvK business registration number and address are easy to find on the website
- the webshop offers the standard 14-day cooling-off period
- money refunded within 14 days after return
- prices are clearly stated
- WebwinkelKeur will mediate disputes and can make a binding decision via Digidispuut.nl
- webshop reviews can be read and new reviews can be posted
- webshop has agreed to WebwinkelKeur code-of-conduct
EMOTA
The EMOTA Trustmark was created by the European e-Commerce Association and signifies that a webshop adheres to EU consumer regulations… important when buying from a webshop located in another EU country. It is given in combination with the member country’s national trustmark organization, so the EMOTA trustmark logo never appears by itself. For Dutch webshops, the EMOTA trustmark will only appear alongside either the Webshop Keurmark trustmark or the WebwinkelKeur trustmark.
ECOMMERCE EUROPE
The Ecommerce Europe trustmark is another European organization which conveys that a webshop displaying the logo complies with EU standards regarding consumer rights. It gives confidence when purchasing from a cross-border webshop. It is currently active in 18 EU member countries and its trustmark typically appears in combination with the trustmark of a national member organization. For Netherlands webshops, the Ecommerce Europe Trustmark only appears in combination with the Thuiswinkel trustmark.
TRUSTPILOT
Trustpilot is a customer review website founded in Denmark in 2007. The Dutch website was launched shortly thereafter. The Trustpilot trustmark shows a webshop’s aggregate rating and can be clicked on to show reviews.
Consumers should be aware that Trustpilot offers an account upgrade option to webshop partners. This upgrade allows a webshop to filter reviews such that only reviews over a certain star level will display in the embedded app. It does not impact the webshop’s cumulative rating but it does make it more cumbersome for a customer to see comments that accompanied a low rating.
Another shortcoming is that Trustpilot does not require reviewers to provide proof they actually purchased the product they are reviewing, relying instead on the community and businesses to flag reviews which may not follow guidelines.
Related information…
ONLINE SHOPPING IN NETHERLANDS
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