Developed in the spirit of the 'New Deal for Consumers', this initiative was facilitated by the European Commission, together with the signatories listed below. The European business voluntary guide includes practical examples through a "Consumer Journey", which is a graphic designed to help businesses understand at which stage information should be given and how it could look to be easily understood.

online consumer
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Thanks to Ecommerce Europe and the signatories pictured below, the new consumer journey guide will help companies to better serve their customers in Europe, thus creating more sales through best practices. Companies can retain the flexibility to adjust their presentation of consumer information to their specific business identity and their customers' specific needs and expectations.

consumer journey signatories
© ecommerce-europe


Legal Requirements

The legal requirements regarding mandatory consumer information are complex and lengthy. Under EU law, numerous information items are required from businesses when selling online. Consumers also have difficulties understanding, and sometimes finding, the most relevant information. The better consumers are informed about their rights, the more trust they have in buying products – especially when buying online. The clearer the information is presented from the start, the fewer misunderstandings and disputes arise later in the consumer journey.

The associations participating in raising awareness with this best practice guide recommend members to take these suggestions into account when designing their websites, and will keep the guide up to date regarding the evolution of the legal framework. As e-commerce develops, it is more and more apparent just how important the customer journey really is. Here is a link to the best practice guide: RECOMMENDATIONS for a better presentation of information to consumers