Quality criteria
1. Identity and reachability
The true identity of the company is verified. The
identity of the shopkeeper is easy to find and
presented transparently in the online shop. It is
possible to contact the online shop quickly and
easily.
2. Data protection and security
Information on the use of personal data is provided
in a comprehensible manner. The online shop
adequately protects customers' personal data
against misuse. In particular, the transmission of
sensitive payment information (account details,
credit card data) and personal data is entirely
encrypted.
3. Cancellation
Consumers are informed about the right to cancel
and any exceptions.
4. Product range
The products offered as well as the texts and
illustrations do not violate legal provisions or the
Trusted Shops elimination criteria for non-certifiable
offers.
In the online shop, it is clearly indicated if the offer is
directed exclusively at contractors and traders.
5. Prices and costs
Transparent prices are quoted for the products
offered, including sales tax and other price
components for consumers.
The shipping costs for the specific order and any
additional services subject to a charge are disclosed
at the latest during the order process.
6. Delivery
Before the order is placed, transparent and
consistent information is provided about the delivery
or service times.
7. Ordering process
On the order page, the ordered products, their
prices, possible subscription periods, the additional
shipping costs, and other costs incurred for the order
are indicated transparently.
The receipt of the order will be confirmed
immediately by e-mail.
The order confirmation will list the goods or services
ordered, the total price, the shipping costs and other
additional costs.
8. Registration for Trusted Shops Buyer
Protection
In the online shop, registration for the Trusted Shops
Buyer Protection and the Trusted Shops Guarantee
is enabled. This protects customers from financial
risk in the event of non-delivery/non-performance or
failure to receive a refund after returning the goods
– regardless of the payment method.
9. Quality indicators and monitoring procedure
Trusted Shops derives quality criteria based on data
submitted with every secured purchase in every
certified shop.
Quality measurement takes place during the entire
membership period.
9.1 Reviews of the shopping experience
The experience of customers with the online shop
must be rated with at least 3.5 out of 5 stars in the
running 30-day average.
9.2 Feedback
At least 95 % of the Buyer Protection and Guarantee
enquiries from Trusted Shops must be answered by
the online shop within five days.
9.3 Escalation-free orders
At least 95% of orders with activated Trusted
Shops Buyer Protection or activated Trusted Shops
Guarantee must be escalation-free, so that refund
applications for the purchase price due to nondelivery or non-refund after cancellation are not
required.