Problems with the delivery of online Compliance with consumer purchases* legislation** Enforcement of consumer and product safety legislation by different actors* Experience of unfair commercial Prevalence of unfair commercial practices** practices** transactions Experience of other illicit commercial Types of complaints received from practices** customers** Problems with the delivery of online Compliance with consumer legislation** purchases* Problems in cross-border online transactions linked to country of residence Non-survey Results of online compliance checks data Consumer complaints received by European Consumer Centres Table 3: Pillar 3 Complaints and dispute resolution – Consumers Retailers Domestic Experience of general shopping Awareness and participation in ADR transactions problems mechanisms* Complaints made in response to a Methods for handling consumer problem complaints** Reasons for not complaining Satisfaction with complaint handling Methods for handling consumer complaints** transactions Non-survey Average time taken to resolve consumer law cases** data ODR feedback data Table 4: Characteristics of consumers and retailers Consumers Retailers Nationality Number of employees Country of residence, region, locality in the company Respondents’ position Age and gender Company turnover Education Language(s) used for business Current occupation Retail channels used Frequency of Internet use** Experience with cross-border sales Landline/mobile phone Experience with online sales Numerical literacy** Types of products sold Language(s) spoken** Household financial situation** Experience with EU cross-border shopping* Experience with online shopping* * Modified items ** New items Indicators marked in bold feed into the Consumer Conditions Index
Problems with the delivery of online purchases* Compliance with consumer legislation** Enforcement of consumer and product safety legislation by different actors* transactions Experience of unfair commercial practices** Experience of other illicit commercial practices** Problems with the delivery of online purchases* Problems in cross-border online transactions linked to country of residence Prevalence of unfair commercial practices** Types of complaints received from customers** Compliance with consumer legislation** Non-survey data Results of online compliance checks Consumer complaints received by European Consumer Centres Table 3: Pillar 3 – Complaints and dispute resolution Consumers Retailers Domestic transactions Experience of general shopping problems Complaints made in response to a problem Reasons for not complaining Satisfaction with complaint handling Awareness and participation in ADR mechanisms* Methods for handling consumer complaints** transactions Methods for handling consumer complaints** Non-survey data Average time taken to resolve consumer law cases** ODR feedback data Table 4: Characteristics of consumers and retailers Consumers Retailers Nationality Country of residence, region, locality Age and gender Education Current occupation Frequency of Internet use** Landline/mobile phone Numerical literacy** Language(s) spoken** Household financial situation** Experience with EU cross-border shopping* Experience with online shopping* Number of employees Respondents’ position in the company Company turnover Language(s) used for business Retail channels used Experience with cross-border sales Experience with online sales Types of products sold * Modified items ** New items Indicators marked in bold feed into the Consumer Conditions Index
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