1. European online marketplace A crossborder e-commerce project by the European Consumer Centre‘s Network

2. Project design Cross-border shopping from foreign e-commerce companies Examination of the information given on the webtraders websites Analysis of the cooling-off period

3. Project partners

4. Shopping 114 - Products T-Shirts Ink-cartridges Paper CD

5. Shopping 114 - Products DVD Toys Dictionaries Watches

6. Ordering 57 % 65 orders confirmed, charged and delivered = 57 % 18 % 21 orders confirmed, but not delivered = 18 % 8 % 9 orders neither confirmed nor delivered = 8 %

7. Ordering 8 % 9 orders confirmed, charged, but not delivered = 8 % 5 % 6 orders not con-firmed, but charged and delivered = 5 % 4 % 4 orders confirmed and delivered, but not charged = 4 %

8. Delivery 66 % 75 products delivered = 66 % 34 % 39 products not delivered = 34 % 9 days Average delivery period = 9 days 3 cases Exceeded the 30-days- period = 3 cases

9. Delivery

10. Payments

12. Returns 76% 57 of 75 products returned = 76% 69% 39 of 57 products reimbursed = 69% 31% That is 1/3 not reimbursed = 31% 18 webtraders didn‘t reimburse 46% the delivery charges = 46%

13. Returns Reimbursement after 7 – 14 days Longest period of 77 days reimbursement = 77 days

14. Reimbursement

15. Period between returns and refunding

16. The information quality examination Languages Retailer information Ordering prices Terms and conditions Payment methods

17. The information quality examination Stock availibility Delivery information Complaints Security Privacy Trustmarks

18. Payment methods

19. Languages 76%: alingual 24% in several languages, therefrom 62% 2 languages 22% 3 languages 10% 4 languages 7% 5 languages