8 million transactions have been recorded

Balances were average this winter but the e-commerce, he does not know the crisis. Not less than 24.4 million French are now their races, or 2.1 million more than in 2008. Nothing that last year, 277.8 million transactions have been recorded. Spent in morals, e-commerce is also well marked by the right as in-store purchases Between the partial, late or defective deliveries, not respected guarantees or puppet promotions, the searches could a black list. Of course, the profession is still young and the number of addresses continues to grow, fueled by the artisans, merchants and autoentrepreneurs. But if it is easy to create your site, it still able to cope with the influx of orders then. This is that disputes arise. However, small-scale providers do not have a monopoly of financial fragility. Good number of clients of Camif individuals fell top at the end of 2008 when they were aware that their orders would not be honoured.

This vision has the gift to irritate Dominique le Châtelier, Secretary General of the Fevad (Federation of e-commerce and distance selling). According to him, it is logical that disputes arise, but he relativizes: "They increase with the rise of the purchases." However, the proportion, it is rising. "Nevertheless, problems exist. so identify them to avoid.

1 - Check the registration in the register of commerce

According to the DGCCRF, major breaches of the merchant sites are the absence of mandatory particulars. This was the case of 65 of offences identified in the latest survey of the Direction of consumption and the repression of fraud. Then, just failure to comply with the rules of advertising, both price and allegations about the true nature of the products. For who wants to buy on the Internet, preferred merchant sites the most well-known appears a wise option. And those who join a Federation. They are signatories of a Charter of ethics. But what if the coveted object with an unknown site

Each site must be a topic entitled: "Who are we" or "Legal information" or "Contact"... "It allows you to check that the company communicates well an address, an e-mail, a number of phone, notes Dominique du Châtelier.". It must also make sure the country where it is established because, in case of problems, it is more difficult to succeed beyond the borders.

So far, French consumers are rather well protected. "But the application of a European directive could lower the level of guarantees," alert Elphège Tignel, lawyer at the European Centre for France consumers, mediation service available to consumers who encounter problems in a country of the European Union. In the meantime, national legislation requires sites merchants distribute postal contact details on their sites or electronic, as well as a telephone number.

Similarly, better to ensure that the company is well registered in the register of trade (for example with Infogreffe: www. infogreffe.fr) and that it is not financial difficulties.

Visit the sites of evaluation to detect certain problems, including delays of delivery, the example of Fia-net (), which refers over a thousand sites rated by e-consumers. You should know that, since the June 1, 2008, marketers must indicate a maximum delivery as soon as the command decision date.

2 - Purchase a secure site

The regulation is usually by credit card. This is why it is important to verify that the site is secure. According to the blue card strategy, "10 million people in France are still reluctant to purchase online. "62 Of them, the main brake is fear." Therefore, that if the address of the home page starts with " https", the page is reliable. On some sites, a padlock appears at the bottom of the page to report this protection.

Other ways exist to raise resistance. For example, credit card offers e-Carte Bleue. This service is used by 750,000 users. It avoids using his card number real for a purchase on the Web. Banks such as Caisses d'Epargne, Banques Populaires or La Banque Postale and Société Générale offer this service. BNP Paribas, on his side, set up his own card BNP Net, which includes coverage for non-delivery or non-delivery compliance, and detailed online purchases tracked. "In addition, websites 3D Secure (Verified by Visa) and for all our payment cards, explains Stéphane Battez, responsible for marketing cards, once our client has seized his card number and its ciphertext, an identification window appears that allows us to control that the person online is".

property holder of the blue card. To do this, it sends on her laptop an SMS with a confidential code to single use should take to validate the payment. "As many barriers that a fraudster can hardly move. "We protect our card holders without so interfering with transactions, because everything is done in real time," concludes Virginia Fauvel, Director e-business in the same bank.

3 - Check the contents of the "basket".

Do not be surprised to be disappointed upon arrival, if an error is made from the outset. That is why, at the command, "always check your basket before you validate the content, warns Dominique du Châtelier.". "It can happen that it is wrong date by ordering a trip or that clicking twice on the same product." It must also ensure good description of the product, its price. Is TTC, includes or non-delivery costs Abroad, the price reads in euros Customs charges will be charged more What are the guarantees and how does the after-sales service Questions which must call clear answers from the outset. A number of non-premium phone must allow the consumer to follow his command and file a potential claim.

4 - Claim a date limit for delivery

Once the order is validated, the seller must confirm it. It will be also well advised to recall all the features in an e-mail to keep preciously. A time limit of delivery must be indicated. In most cases, everything is going well. However, it should be noted that many disputes relate to the delivery. First, the delays. "They are most often related to failures of stock, delivery services completely saturated by the influx of orders," confirms Elphège Tignel. As with any distance selling, not respected within allows the client to cancel his order (by registered letter with acknowledgement of receipt) after a further delay of seven days. Repayment of the sums paid shall be held within thirty days. Idem if the product is no longer available.

A delivery, if the product is not suitable, nothing prohibits play seven days withdrawal clause to return the object. And this without having to justify a reason. In which case, the repayment of amounts paid must intervene quickly, including delivery costs (not the removal costs are borne by the consumer, unless the merchandise is not in conformity with the command).

Attention, this obligation to refund does not for food, travel, clothing custom... DVD, CD, software computer are not refunded if they are removed from their packaging. For product damaged or non-compliant, it is better to focus its comments on the delivery order.

5 - To play the legal warranty of compliance

Absent in the passage of the factor or the carrier, the buyer has three days to his remarks to the deliveryman (by registered letter). It is worth to warn the merchant site. In any event, if the cyberacheteur has the right of withdrawal of seven days, he can also play the legal warranty of compliance or the legal warranty against latent defects, according to the case, both valid two years. "If one or other of these safeguards can be enabled during two years, better is however return article as quickly as possible, explains Elphège Tignel, the most in the six months of delivery." Thus, the cyberacheteur will not prove a defect in the product, this will be the vendor to establish, where appropriate, evidence that he has delivered goods conform. More than six months, it becomes more complex because even if there is a legal guarantee, the vendor will attempt to prove that there is misuse.

It should be noted that the Fevad proposes its mediation service to the cyberacheteurs who have a dispute with one of their members. Same thing with Fia-net, which has, moreover, created "ReceiveAndPay", and makes available to its members e-merchants and service which secures the delivery: the flow of the blue card of the customer is done after delivery. The Fevad also encourages its members to practise the flow to the departure of the goods. Remains whether if disputes settle easily to settlement. "Overall, it succeeds quickly when the trader is in good faith, accurate Elphège Tignel." Abroad, the problems are especially related to the language. "The Forum of the rights on the Internet () also provides a mediation service. In case of persistent disagreement, remains the recourse to justice. But this is another story.