Legal and regulatory update: A question of trust and confidence—Self-regulation of e-commerce — Alastair Tempest, Interactive Marketing, Vol. 2 No. 4

Concerns over the erosion of consumers' trust and confidence in e-commerce 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, consumer complaints systems and privacy-enhancing 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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