When shopping online in the Netherlands, expats should look for a trustmark logo that certifies the identity of the seller and provides protection for consumers. See which are the most common Dutch web shop trustmark seals…
There are a few Dutch online security companies in the Netherlands that work with retail webshops. Their ‘trustmark’ logo is typically shown at the top or bottom of the webshop’s pages. But who are these trust firms and what exactly are they certifying for the shopper?
Thuiswinkel is a Dutch retail association primarily involved with the digital sector and distance selling. Its 1,800 retail members account for nearly 70% of online sales in the Netherlands. In order for a seller to become a member (and display the Thuiswinkel trustmark on their website), they must be in compliance with Netherlands consumer regulations. These include things such as having the seller’s terms and conditions being easily accessible on the website, that they abide by the 14-day reflection period ruling, that each product being offered has a clear and accurate description, that the ordering process follows logical steps with a review stage before the order is finalized, that the checkout process is completed through a secure connection with SSL certificate, that the company must ensure the safe transport, safe processing and safe storage of the consumer’s personal data and that the company thoroughly addresses complaints. If the customer is still not satisfied, Thuiswinkel will provide free mediation.
The Thuiswinkel trustmark is a tri-colored envelope (red, green and white). Above the logo are the words ‘veilig winkelen’ (safe shopping) and below it the words ‘Thuiswinkel Waarborg’ (Thuiswinkel guaratee). Among the webshops displaying the Thuiswinkel trustmark are BOL, Wehkamp, Hema, ICI Paris XL, Praxis and Spartoo NL.
Trusted Shops was founded in 20 years ago to help online shoppers feel secure especially with cross-border transactions within Europe. The company is headquartered in Germany with additional offices in the Netherlands, France and Poland. The e logo is the most popular trustmark in Europe, used by some 25,000+ webshops. The trustmark conveys to the consumer the webshop meets specific requirements regarding quality, guarantee and customer service. Here in the Netherlands, the Dutch trustmark shows the terms ‘Gecertificeerde webwinkel’ (certified web shop), ‘Geld-terug-garantie’ (money back guarantee) and ‘Klantenservice’ (customer service).
Besides the security trustmark, Trusted Shops has also introduced 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. Among the Netherlands retail webshops that use the Trusted Shops trustmark are America Today, Internet-Bikes and Score.
Webshop Keurmark is a Dutch trustmark owned and managed by the non-profit Stichting Webshop Keurmark (Foundation Webshop Trustmark) headquartered 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, there is 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. Among these retailers are Zitmaxx Wonen and Just Carpets.
Trustpilot is a customer review website that was founded in Denmark in 2007. The Netherlands website was launched shortly afterward. You will often see the Trustpilot trustmark showing the company’s aggregate rating on Dutch webshop sites. The thinking behind the trustmark is that consumers will feel better about buying from a company if it has a high aggregate rating. One should be aware though that companies which have premium Trustpilot accounts are able to filter reviews so that only those reviews over a set minimum star level will display in the embedded app. The company also does not require proof prior to a review being posted that the reviewer has purchased the specific product they are reviewing, instead relying on the community and businesses to flag reviews which may be against policy.
The Trustpilot trustmark may appear by itself or with other trustmarks. For example, the Nelson Shoes webshop only displays the Trustpilot trustmark, whereas the MatraBike webshop displays the Trustpilot trustmark AND the Webshop Keumark trustmark.
EMOTA Trustmark is by the European E-Commerce Association and signifies that a webshop adheres to EU consumer regulations. It is bestowed in conjunction with the member country’s national trustmark organization and the EMOTA trustmark logo only appears along with that of the national trustmark (never by itself). For Dutch webshops, the EMOTA trustmark can only appear when accompanied by one of two Dutch national trustmark organizations (EMOTA members) – Webshop Keurmark and WebwinkelKeur Foundation.
ECOMMERCE EUROPE TRUSTMARK
Ecommerce Europe Trustmark is another European trustmark organization which conveys that a webshop with the logo complies with EU rules regarding customer dispute resolution. It currently is active in 18 EU member countries and its trustmark will only appear in combination with the trustmark of a national member organization. For webshops in the Netherlands, the ECommerce Europe Trustmark would only appear with the Thuiswinkel trustmark.