1. ND e-commerce Carl Arrowsmith Session 14 Consumer Protection & Trust

2. Last Time Describe the meaning of market forces Show how they effect the trading climate

3. Today's Objectives Describe what an online payment system is. Define the costs of an online payment system List the methods of security Develop the idea of trust and the legal implications of trading online.

4. Electronic Payment Systems A company needs to be paid for the purchase of goods. e-businesses require payment(s) to be made online Payment(s) are required in a secure and easy way. To go with a shopping cart, find several online payment systems to take funds. Write down the features and costs of each and how they pay you your money.

5. Online payment systems Large businesses will receive payments directly SMEs will use an intermediary service –Can be via a web host to a bank orweb host –Online payment system Pay Pal World Pay Payment Online

6. Charges Online payments are not free Direct transactions will have credit/debit card fee Online payment companies charge a percentage and/or fee

7. Security Payment and confidential details are sent in a secure waysecure way SSL (Secure Socket Layer) Certificate is required for each siteCertificate Works by using a series of programs and encryption/decryption routines at server and web browser levels We shall look at this in greater detail soon !

8. Trust Business is conducted on basis of trust Risks are in place for both supplier and customer Consumers are wary of the “unknown” –New company –Unheard of company –Online transactions

9. What assurances can be made ? If you owned an online company how would you assure the customer ? Join trade scheme http://www.imrg.org/ISIS/ http://www.imrg.org/ISIS/ Provide company details history, address and other contact details. Provide a professional web site design

10. Consumer Assurances How can you assure your customers that payment will not be taken until product / service has been supplied ? Consumer trust Terms and conditions

11. Business Assurances Businesses normally supply other businesses on credit (i.e. B2B) How can you assure suppliers they will be paid? Trust Show supplier the books and details of company Insurance schemes Supply businesses will usually require pre- payment to new customers until a good record is established

12. Data Protection act 1998 Data fairly and lawfully processed Processed for limited purposes Adequate, relevant and not excessive Accurate Not kept longer than necessary Processed in accordance with the data subjects rights; Secure Not transferred to countries without adequate protection

13. Consumer Protection (Distance Selling) Regulations 2000 When buying via a distance (at home), internet, telephone, mail order there are additional legal rights. –Receive clear information about the goods or services before deciding to buy –The right to receive confirmation in a written form (Verbal is not enough) –The right to cancel contracts within a seven day cooling off period – exceptions – next page

15. Terms & Conditions Sales of Goods Act 1979 –Must be fair Unfair Terms in Consumer Contract Regulations 1999 Must not be one sided (e.g a clause that says a supplier doesn’t have to deliver things in a reasonable time)

16. Continued… Consumer Protection act 1987 Misleading Prices –A trader must display prices and inform the consumer of VAT and delivery charges Trade Descriptions Act 1968 –Misleading descriptions are unlawful (e.g. the box says the product in blue but when opening the product is red)

17. Task Find the terms of conditions of several companies. Read them trough What do they all have in common ? Describe any terms that you feel are unfair to the consumer or the business itself.

18. Today's Objectives Describe what an online payment system is. Define the costs of an online payment system List the methods of security Develop the idea of trust and the legal implications of trading online.