During 2019, 73% of EU Internet users purchased online goods and services (source: Eurostat report). Despite this impressive rise, web consumers were also confronted with difficulties such as technical issues at the point of online payment, difficulty completing the order process, fear of personal data theft, reception of either wrong or damaged goods. When online sales go wrong, consumers often find themselves in front of a website where it’s difficult to successfully file a complaint and interact with the retailer; it could be simply bad website design or perhaps realising too late that they are a victim of fraud. When this happens, dissatisfied consumers are unsure how to find information on their legal rights and guarantees. 

In response to this unsatisfactory state of affairs, the European Union has been working on specific legislation to facilitate consumer web access for intra EU goods and services since 2015 with the aim of creating a safe cross-border market. A more secure web market using the latest technology will allow companies to commercially prosper and consumers to purchase with confidence knowing that their rights are being respected.

With this aim in mind, the importance of having a quality e-commerce platform is doubly significant. IUSINTECH provides legal consultancy during all development phases of e-commerce platforms: site creation / signing up to the platform, design of web marketing plans, electronic payment management, logistics, after-sales (customer care) and also complaint and dispute management.

With IUSINTECH, your new e-commerce platform begins with a full analysis of the company’s legal profile after which we accompany our clients through all development phases from platform design to production launch and we create the necessary documentation to :

• Define relationships with service providers (platform and marketplace login, IT and marketing services, payment, packaging, distribution, customer care and assistance)
• Regulate and manage the user relationship (conditions of site use, retail practices for B2B and B2C sales, privacy and cookie policies, dispute resolution system).

IUSINTECH’s consultancy model defines a clear navigation path for web consumers that culminates in successful purchases and comprises:

• Continual communication with the user throughout the online purchase process
• Legal code of conduct
• Execution process and fulfilment of legal obligations

Following the concept of creating a user experience which is both easy to navigation and is legally compliant, we offer assistance in the following areas:

• Contractual requirements: site usage, retail process, after-sales etc.
• Consumer protection: legislation and European directives that address incorrect commercial practices
• Personal data treatment (GDPR, applicable national legislation)

We also assist marketplace managers to define and develop optimal contractual e-commerce conditions to allow for the successful onboarding of vendors which seek to minimize dispute risk and maximize user satisfaction in compliance with the appropriate legal guidelines applied to specific sectors.