Trust and dispute resolution

Utilising local trust marks can be a way of encouraging that first transaction; reassuring consumers that if something goes wrong there is someone who will help to rectify the situation. It is important to select the scheme that suits the products and business of the merchant. There may also be legal requirements in certain territories about which programs a merchant must be part of.

Early in 2016, the EC took the Online Dispute Resolution platform live. This system isn’t in itself a resolution system but rather a signpost for cross-border consumers to find a resolution service in the home territory of the merchant (assuming they are based, or have an office, in the EU). The services, called Alternative Dispute Resolution (ADR), aren’t necessarily trust marks but can act as intermediaries where a customer and merchant can’t agree on remedial action.       Approved ADR in Ireland: The Direct Selling Association of Ireland        Web:

ECC - Net

ECC-Net is an EU-wide network aimed at providing consumer advice on a range of issues. They are part funded by local government and the EC.      ECC Net – European Consumer Centres Network

Competition and Consumer Protection Commission

The Competition and Consumer Protection Commission (CCPC) is the statutory office with responsibility for providing advice and information to consumers on their rights. In addition, the CCPC is responsible for the enforcement of a wide range of consumer protection laws. The CCPC does not intervene or become involved in individual issues or disputes between consumers and sellers of goods or service providers. The CCPC can, however, advise if someone has a particular consumer problem.





Online and mobile usage

Online shopping behaviour


Finance and payment

Legal framework and regulation

Logistics and delivery