User – Common Questions and Answers
Table of Contents
Is Safe2Shop a profit making concern?
What does Safe2shop require of IMF Members?
What are the benefits to me of using Safe2Shop?
What does Safe2shop mean to me when I buy online?
What about security of credit card details?
Can I find reliable Internet Merchants through
Safe2Shop?
How do I know I can rely on the accuracy of
User Ratings?
Why should I complete a Merchant Rating when
visiting or purchasing on an Approved site?
What is the Merchant Approval process?
How do I know that a web site has been approved
by Safe2Shop?
What information can I see on an Approved web
site?
What happens if a User raises a complaint?
Why was Safe2Shop created?Following recent EU Directives, the UK Government published a White Paper outlining the way that any “Trust” program should operate. The intent is for an independent assessment to be made of web sites and the way they are operated. Applicants have to conform to the requirements of a suitable Code of Conduct that ensures the necessary Consumer Protection. The Code would include all legal requirements contained in the published “Core” Code, such as Privacy (protection of user specific data) and the necessary prudent disciplines that ensure a User is provided with what they purchased in a timely and acceptable manner. Safe2Shop was formed within that framework by a group of people based in the UK, experienced in business generally and eCommerce particularly – people who have also had vast experience in the handling of customer complaints in the “Absent from point of sale” environment. Whilst therefore based on EU Regulations (but with due note paid to other global requirements) – the Safe2Shop concept is equally applicable to any web site – wherever it may be based – and wherever its customers may be located. The same principles and standards of Customer Protection and Service are global and consumers the world over seek the same re-assurances before venturing to deal with what they perceive to be an unknown entity. When was Safe2Shop created?The EU Regulation was published in 2002 and the UK initiative was published in late 2003. The concept was immediately embraced by the principles of Safe2Shop and launched on 1st March 2004 the concept has already been well received and webmasters are demonstrating their belief in the benefits as more and more web sites bear the Safe2Shop Seal of Approval. Is Safe2Shop a profit making concern?Safe2shop is an online, non-profit, organization dedicated to making the Internet a safer place, for shoppers worldwide. What does Safe2shop require of IMF Members?Safe2shop , amongst other things, requires web retailers to:
What are the benefits to me of using Safe2Shop?The reason for the abysmal visitor to sales ratio experienced in general on the Internet is lack of confidence on the part of the visitor:- · Is there a supplier of some substance behind that flashy web site? · will they deliver what I am seeing on the screen? · will it be delivered on time? · will my details, including credit card details, be safe? These are the usual questions posed by a potential purchaser. Third party verification of site owner – physical address – landline telephone number – contact name and email address are just the vital first steps in taking you into your comfort zone. The fact that Merchants have agreed to conform to the Safe2Shop Code of Conduct is the next confidence booster – and the User Rating generated by other Users is independent confirmation that the Merchant’s Customer Service is of the standard you have the right to expect. The final icing on the cake is the fact that should all else fail, there is a means of your raising a complaint and that the resolution will be reached by an Independent Complaints Panel. These factors all take you into your personal comfort zone – from where you can confidently venture onto an Approved web site – one you may well have never made a purchase on before – and may not have even visited. What does Safe2shop mean to me when I buy online?A web site showing the Safe2shop verification mark (Seal of Approval) operates to a high level of commercial standards designed to:
What about security of credit card details?
Compliance with credit card company security standards is a requirement for membership of the IMF, and Safe2shop monitor IMF member sites to ensure those requirements are being adhered to. Safe2shop's mission is to protect consumers from credit card and identity theft by making the Internet a safe place to shop. Can I find reliable Internet Merchants through Safe2Shop?The Safe2Shop web site should become your first port of call when seeking a reliable Merchant from whom to purchase any of a vast variety of products or services. There is no Yellow Pages of the Internet – no map to find out where to go – Safe2Shop fills that void. The Safe2Shop Merchant listing by Product Categories is rapidly becoming the most comprehensive listing on the Internet – the ONLY one where Merchants are rated by Users. It has become the definitive Internet Shopping Mall – where only Approved Merchants can have a place – and even then they are rated by you and other Users. There is NO place for a bad Merchant in Safe2Shop. How do I know I can rely on the accuracy of User Ratings?User ratings are built up over a period of time – and are based PURELY on YOUR input as a User. It is inevitable that most Merchants will fail to meet a customer’s expectations at some time or other. The ratings show you how many User Reports have been completed for a Merchant and how many rated the quality of their Customer Service as 5 Star – 4 Star etc. down to 1 Star. Even the best of merchants may fail to meet a User’s expectations at some time or other – you can see how often this has happened – if at all. The ratings are therefore an unadulterated reflection of YOUR opinions as a User. The Merchant has NO access to the ratings in any way whatsoever, other than to view the results in the same way as you as a User – your opinions however – good or bad – are passed on to them from time to time to assist them in their strive for excellence. Safe2Shop acts as the catalyst between Merchant and User – to the benefit of both. Why should I complete a Merchant Rating when visiting or purchasing on an Approved site?The User Merchant Rating is one of the unique features of Safe2Shop. It is vital to all Users that each gives their input – there is NO recommendation that can give you the confidence you need like that of other Users. It is essential that ratings are completed subjectively and fairly – remember other Users will be relying on your opinion – as you will be relying on theirs. EBay Feedback Ratings have already proved the concept – Sellers on eBay will move heaven and earth to ensure they have a high User rating – it is the ultimate motivation for a Merchant to provide the best in terms of Customer Service. There is NOTHING else a Merchant can do that will have such a profound effect on the success, or lack of success, of their web site – it is the ULTIMATE motivator. What is the Merchant Approval process?On submitting an application for approval, Safe2Shop check a Merchant’s web site to ensure it conforms to the legal requirements regarding Privacy (protection of User specific Data). The next check is to ensure that all the information required for a User to make an informed decision of whether or not to make a purchase is clearly available in a readily understood format. Not only does the Merchant have to make a clear commitment to operate the site in accordance with the Safe2Shop Merchant Code of Conduct – but also ensure that all the relevant purchase specific information is clearly shown – such as clear and precise details of any relevant taxes or carriage costs which impact on the total charge that will be made on a Customer confirming placement of an order. Only when all commitments have been made and any necessary amendments to the site activated will approval be given. How do I know that a web site has been approved by Safe2Shop?All Safe2Shop Approved Merchants display the Safe2Shop Seal of Approval prominently on their web site. The means of the Seal being displayed is NOT resident on the Merchant’s server, but called in real-time from the Safe2Shop servers when you enter an Approved Merchant’s site. This ensures that ONLY approved Merchants can ever display the Seal on their site, and that the details displayed are those registered with Safe2Shop. The User ratings are also resident on the Safe2Shop servers and the data can never be accessed by a Merchant. Merchants do however receive feedback from Safe2Shop regarding User comments made on the Rating Form – this is of considerable assistance to webmasters in improving a User’s experience when visiting their sites. What information can I see on an Approved web site?On mousing over the Seal of Approval a small frame opens, calling the registered details of the Merchant from the Safe2Shop servers.
On clicking the Seal of Approval a larger window is opened giving more details of Safe2Shop and the Approved Merchant concept – a link to view the Merchant Code of Conduct that the Merchant has committed to conforming with – and a link to initiate a complaint should that become necessary. The current User Rating is shown – the final confirmation that you need, that other Users have found this Merchant to be a reliable supplier. What happens if a User raises a complaint?The complaints facility is intended to be used only if you have failed to resolve a problem through direct contact with the Merchant. Due to the amazing value of a high User Rating, reasonable complaints will be quickly resolved without any direct intervention from Safe2Shop. That in itself is a major reason for shopping on Safe2Shop Approved web sites. Should that fail however – then is the time to raise a complaint through Safe2Shop. The Merchant is notified immediately of the details of your complaint. Your complaint will be acknowledged and the Merchant will be notified that a further 5 working days is being allowed for you and they to reach a mutually acceptable resolution. In most instances the fact that you have raised an official complaint will alert the Merchant to the fact that the situation needs resolving urgently – and 5 days is usually more than sufficient to arrive at a satisfactory resolution. If such agreement is not reached then the complaint will be referred to the Safe2Shop Independent Complaints Panel. The membership of the panel is made up of people who are experienced in resolving customer complaints and typical Internet Shoppers. They are charged as arbitrators with reaching a solution that is satisfactory to both parties. In the event of the Safe2Shop Independent Complaints Panel find that your stance in an unresolved complaint is justified, and that the Merchant is at fault – but will not accept that finding – then the Merchant’s Safe2Shop Approval will be rescinded. You are additionally protected, up to a maximum of $1,000 in the event of you having relied on accreditation information supplied by Safe2shop not being correct. Your Statutory Rights are not diminished in any way in respect of any of the Safe2shop complaints procedures. In the event of an un-satisfactory conclusion you will still be able to take any other recourse actions, such as court proceedings, etc.
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