Out of 1,500 e-stores, only 70 have the certificate of trust
There are more than 1,500 online shops in Serbia, and at the moment 70 are certified or in the process of certification of trust in online trading – “E-trustmark”.
The process of certification and the granting of the “E-trustmark” in Serbia began in 2012 with the project “Development of e-commerce”, and through this trust mark, consumers can recognize quality online stores.
“By introducing the mark, traders get an additional way to check if their online business is in line with applicable laws. Fines for certain legal violation range from 300,000 to 2 million dinars, which is a significant motive for certification of the online store,” says Nemanja Djuric of the E-trustmark portal.
He estimates that domestic customers are sufficiently protected by legislation in e-commerce, but among traders there are “omissions and inconsistencies to a great extent even when it comes to basic legal obligations”, which is “a result of traders being poorly informed and inadequately educated.”
Errors occur in the part of informing consumers of their rights before they make a purchase in an online store, Djuric says, adding that “for example, there is no information about the right of the consumer to withdraw from the contract within 14 days and that the trader is responsible for the conformity of goods for 2 years and that there is inadequate use of the term warranty”.
The certification process for obtaining the E-trustmark lasts for 10-15 days, and it includes checking the identity of the web trader, and the assessment of the compliance of his web shop with the current laws, and compliance with the rules of good practice.