Retailers’ attitudes towards cross-border trade and consumer protection 2016 Final Report
Contract n° 2015 85 04 under FWC EAHC 2013/CP/03 Lot 2 -TNS Written by: TNS opinion Publication: 2017
Justice and Consumers
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Directorate-General for Justice and Consumers Unit E.03 (Economic Analysis and Evaluation) E-mail:
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2017
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Retailers’ attitudes towards cross-border trade and consumer protection 2016 Main Report
2017
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TABLE OF CONTENTS
INTRODUCTION ............................................................................. 6 KEY FINDINGS ............................................................................ 10 DETAILED RESULTS ..................................................................... 13 1.
Knowledge And Trust ...................................................................13 1.1. Retailers’ knowledge of consumer rights ...................................... 13 1.2. Trust of retailers....................................................................... 31
2.
Compliance and Enforcement .......................................................37 2.1. Unfair commercial practices ....................................................... 37 2.2. Compliance with consumer legislation ......................................... 56 2.3. Enforcement of consumer and product safety regulation ................ 66
3.
Complaints and Dispute Resolution ..............................................80 3.1 Alternative dispute resolution (ADR) mechanisms ......................... 80 3.2 Consumer complaints ................................................................ 84
4.
Retailers in the Digital Single Market ......................................... 102 4.1. Domestic and cross-border online sales ..................................... 102 4.2. Drivers of, and barriers to e-commerce ..................................... 120
5.
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