Shops bearing the trustmark don’t just radiate security for their customers: being certified by us also generally ensures that they are on a safer legal footing. Our experts will lead you efficiently through the audit and help you with the integration of Trusted Shops Buyer Protection. In guarantee cases, our Operations team will be on hand to help you and your customers.
With this accumulated experience we have been able to compile a list of the most frequently asked questions.
Choose from the subject areas:
Trusted Shops uses an extensive list of quality criteria to audit the online store. Click here to view the quality criteria for the relevant country:
All online retailers that offer their customers a fully web-based ordering process can be certified by Trusted Shops. However, the following are excluded:
The online retailer must fulfil the Trusted Shops quality criteria at the end of the certification process.
Buyers rate a shop according to up to three different criteria:
- Customer service
With some shops in the services sector, only the criterion of “service” can be rated.
In addition, the online buyer is asked to leave a comment to provide reasons for their rating.
5 stars: Customer satisfaction Very good
4 stars: Customer satisfaction Good
3 stars: Customer satisfaction Fair
2 stars: Customer satisfaction Poor
1 star: Customer satisfaction Very poor
- Double opt-in: The rating must be submitted using a valid e-mail address. After submitting the rating, the customer receives a link so that they can confirm the rating (double opt-in).
- Legal violation: If the customer comment represents an untrue statement of fact or an offensive critique, or if a customer rates a shop that they have not ordered anything from, the shop can report this to Trusted Shops as a legal violation. Any legal violations will be investigated by Trusted Shops on the basis of proof to be submitted by the shop. Any unlawful comments will be deleted by Trusted Shops. If it can be demonstrated that a person submitting a rating is not a customer of the shop, the rating will likewise be deleted.
Every online retailer has the opportunity to view submitted ratings in a secure login area after publication. All ratings are automatically released by Trusted Shops. It is not possible to prevent or delay the publication of ratings. Only once the procedure for determining a legal violation has been completed Trusted Shops will, where applicable, delete the unlawful expressions in a comment.
Trusted Shops ratings are available to online shops in the following languages: German, English, French, Spanish and Polish.
The comments field in the rating form is limited to 400 characters for the following reasons:- Limiting the field to 400 characters is intended to make ratings as practical as possible for both the online buyer and the seller.
The online retailer can ask the customer to submit a rating at every point of the purchasing process. It is sufficient to integrate the link to the rating form into the relevant shop templates or communication channels (e.g. e-mail). Ideally, if the customer agrees, the request to provide a rating will be sent just a few days after delivery of the goods. Trusted Shops certified shops also receive ratings directly via the Trusted Shops System, whereby buyers that have taken out buyer protection are given a corresponding rating form during the processing of this guarantee.
Important: Should the customer be requested to submit a rating by e-mail, express consent must be obtained from the customer. Otherwise this request e-mail will be a case of illegitimate advertising.
No, Trusted Shops does not ask the customer to provide a rating by e-mail at any time. However, the online shop can implement this function independently or with the support of the shop system. In such a case, the customer must give his consent to receiving such a reminder from Trusted Shops.
The Trusted Shops Customer review is compatible with every shop system.
Yes. In the login area (Shop login), the widget can be adapted on an individual basis to the needs of the online shop. This adaptation applies to the width of the widget (between 140 and 190 pixels) and to the display of one comment in the widget. Trusted Shops members can also integrate the Trusted Shops Trustmark directly into their widget.
An uniform appearance of the Trusted Shops rating widget is especially important to us, so that we do not allow design-related changes to the widget. Cropping the widget graphic or other changes using stylesheet settings are also not permitted. This is because, above all, the recognition value of the widget among consumers and the corresponding trustworthiness of a neutral rating system from Trusted Shops represents considerable added value for the online shop
The widget is constantly brought up-to-date by the Trusted Shops System. However, slight deviations between the widget and the ratings management in the member area are possible if the integration of the widget into the online shop takes place via a caching function.
As soon as an online retailer has collected the first rating in the system, the grade is displayed directly in the widget and the profile. If the online shop has not yet collected any ratings, the widget merely contains the link to the public rating form.
Every user of the rating system will receive a detailed integration manual in PDF format with the e-mail order confirmation. This and the Trusted Shops System contain features such as code examples for integration into the relevant shop templates.
No, ratings from other suppliers cannot be imported into the Trusted Shops Rating System.
All data and ratings are used solely for handling Trusted Shops ratings.
The ratings are collected, stored and managed by Trusted Shops. The usage rights are transferred to Trusted Shops with the submission of the rating by the purchaser.
The ratings are no longer shown publicly. The ratings cannot be released.
No. However, the ratings and comments are anonymous and always shown without any reference to the online buyer.
Ratings increase user confidence in an online shop. New customers are more likely to make a purchase and long-term loyalty to the shop is generated among existing customers. In addition, the ratings provide the online retailers with first-hand feedback as to which areas of the online shop could be optimised.
According to a representative consumer study carried out in September 2009 by the market researcher GfK, over 70 per cent of all online buyers trust ratings and use them as guidance when making a purchasing decision. Furthermore, a lack of suitable opportunities for quality evaluation is a hurdle in making an online purchase for almost one in two internet users.
Authorisation must be obtained from Trusted Shops as the customer only assigns the usage rights to Trusted Shops GmbH. Trusted Shops can grant sub-licences so that advertising is possible after approval has been granted.
Yes, the ratings are also integrated into the public shop profile for online shops that are Trusted Shops certified.
The customer comments regarding the submitted ratings are displayed in a prominent position on the rating profile. By offering filter options by school grade, ranging from “Very good” to “Very poor”, the online buyer can very quickly gain an overview of the comments on transactions.
No, the “customer reviews” feature can also be used as a stand-alone solution in online shops that do not use the Trusted Shops Trustmark.
No, only those that have been certified by Trusted Shops are entitled to use the trustmark in their online shop. This means that only Trusted Shops certified shops can display the rating widget with the note “Trusted Shops Customer review”.
The right of use is granted on condition that the online shop offers its customers (Internet buyers) Trusted Shops Buyer Protection as defined in the conditions of the Trusted Shops guarantee contract (this requires the prior conclusion of the additional guarantee contract);
The Classic model is free of charge to your customers and covers purchases up to € 2,500 where Buyer Protection is activated after the end customer’s purchase.
Choosing the Excellence model means you can offer your customers Buyer Protection up to € 20,000. For a small fee, customers can activate Buyer Protection directly in the shopping basket of your online shop.
The guarantee period is generally 30 days in both Classic and Excellence Buyer Protection models and can be extended by the buyer by one single further period of 30 days, provided that no delivery or refund takes place in this period.
With the Excellence Buyer Protection model you do in principle have the option to extend the guarantee period from 30 days to 60, 90 or 120 days. This, however, requires a case-by-case examination by the Trusted Shops risk management department. Please send us an e-mail with the desired guarantee period for your online shop via our contact form.
A buyer has the option of contacting Trusted Shops in the event of a problem during the order process (e.g. non-delivery or cancellation) within 30 days after taking out Buyer Protection, which will extend the cover period by 30 days. The online shop will be immediately informed by e-mail of the customer’s message. The buyer can extend his Buyer Protection guarantee for only one single period of 30 days by sending feedback (e.g. non-delivery or cancellation).
If no delivery or refund is made by the online shop in this period, the customer has seven days to apply for a refund.The customer’s claim for reimbursement will then be assessed by the Trusted Shops Consumer Service team and, if applicable, the refund will be made by Trusted Shops.
All the important information concerning the processing of guarantee cases can be found in our guide, which you can view and download in your Trusted Shops backend under Membership - Documents – “Buyer Protection Guide for Online Retailers”.
If the shop software used by a certified online shop changes, generally a new audit is needed. If the last audit of the shop was completed over 12 months ago, the new audit required will be considered a follow-up audit. There will be no charge for the shop system change, as you are entitled to a free follow-up audit every 12 months for the certified shop.
If, however, the last audit was less than 12 months ago, you will be invoiced for € 200 (net), as per our price list.
In general, it is possible to take over a Trusted Shops Membership contract. To this end, please use our contact form, stating the full address of the company taking over the contract. You will then be provided with a contract takeover form, which must be signed by both the old and the new owner and returned to Trusted Shops. The associated certificates will be changed on the takeover date stated on the form.