Abstract
Concerns over the erosion of consumers' trust and confidence in ecommerce are being expressed by industry, governments and consumers alike. Consumers complain that fulfilment is often very slow; that they do not always have details to contact e-merchants (or do not get a reply); that financial transactions are not secure; and that their privacy is intruded upon by software tools which they either do not understand or cannot remove. To help restore trust and confidence requires a sophisticated series of measures-the use of trustmarks, codes, alternative dispute resolution systems (ADRs) and consumer complaints systems and privacyenhancing software. FEDMA proposed the package of measures outlined in this paper as its contribution to solving some of the major concerns.
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Tempest, A. A question of trust and confidence - Self-regulation of e-commerce. J Direct Data Digit Mark Pract 2, 384–388 (2001). https://doi.org/10.1057/palgrave.im.4340608
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DOI: https://doi.org/10.1057/palgrave.im.4340608