european multi-channel and online trade association
TRANSCRIPT
with outlook 2013
European Multi-channel and Online Trade Association
europeane- commerce
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Table of Contents
About EMOTA ............................................................................................................................................................................................................................. 4
Foreword
by the President and Secretary General of EMOTA ................................................................................................................................... 5
Enhanced consumer confidence to boost (cross-border) online trade
E-Commerce and privacy: creating a new legal framework ................................................................................................................. 6 The harmonisation of online trust: the cost for the cross-border consumer? .............................................................................. 7 Delivering cross-border e-commerce ............................................................................................................................................................. 8 EMOTA dialogue with Mr Hiro Tsukahara, CEO of GMO Registry ........................................................................................................ 9
E-commerce - a fast growing sector
More and more people shop online ..............................................................................................................................................................10 Type of goods ..........................................................................................................................................................................................................10 Breakdown according to age ............................................................................................................................................................................11 Breakdown according to place of residence ..............................................................................................................................................11 Location of the seller ............................................................................................................................................................................................11
National e-commerce development snapshots ......................................................................................................12
Highlights of 2012 Events ...................................................................................................................................................................................14
Outlook 2013
Key policy areas of interest to the e-commerce sector .........................................................................................................................21
EMOTA Governance and Secretariat
EMOTA Board of Directors ..................................................................................................................................................................................22 EMOTA Brussels Office .........................................................................................................................................................................................23
EMOTA Members
EMOTA Members ....................................................................................................................................................................................................24
EMOTA Business Partners ...................................................................................................................................................................................26
Report 2O12
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About EMOTA
EMOTA, the European Multi-channel and Online Trade Association, speaks for European organisations generating more than an estimated €250 billion worth of annual online trade. Online retail sales now account for around 5.1% of the total value of the retail market in Europe, with 240 million e-shoppers spending an average of €1,000 each. n
EMOTA works closely with the European Commission and Parliament and is continually consulted in areas of, for example, e-Commerce Governance and Regulation, Industry Data, Codes of Best Practice, Dispute Resolution and Cross-Border issues. The 17 distance selling markets that EMOTA’s national association members directly represent are those of Austria, Czech Republic, Finland, France, Germany, Greece, Hungary, Italy, Portugal, Romania, Russia, Slovakia, Spain, Sweden, Switzerland and the United Kingdom. n
Edited by: EMOTA • Dr. Susanne Czech, Secretary General • Razvan Antemir, Legal Affairs AdvisorRue Belliard 20-3A, B-1040 Brussels • www.emota.eu
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Report 2O12
E-commerce represents a true growth engine for distance sellers and etailers: in 2012, e-commerce will attain a turnover of around 300 billion euros in Europe, with an impressive 20% growth relative to 2011, even in a difficult economic context.The online share of retailing is already quite high in the UK and Scandinavia, where e-commerce
represents more than 10% of retail sales. In Germany, France and Benelux online shopping is also expanding rapidly.
On the other hand, e-retail has still huge opportunities for growth in Southern and Eastern Europe, where e-commerce penetration and average online expenditure are still relatively low.
The internet is now a fundamental sales channel for music, books, travel and electronics, especially since they can easily be purchased digitally.Apparel and grocery are the next categories which will take off in online space, thanks to innovative tools for displaying products and superior customer service and product ranges.Several distance sellers and retailers are investing aggressively to take advantage of e-commerce developments in Europe, by adopting a multi-channel strategy, based on tightly integrating marketing and operations across all channels, including physical stores, catalogues, internet and mobile, and by expanding online in new countries.
However, only 10% of consumers buy online across borders in Europe, as they are worried about delivery and consumer rights in an international context.
Nevertheless, market research shows that consumer concerns about foreign sellers are largely unfounded, and e-commerce is as reliable across national borders as it is within them.
Therefore, as EMOTA we are keen to work alongside the EU Commission and Parliament to facilitate the development of the e-commerce sector and to remove the barriers to cross-border trade in Europe. In particular, we favour the harmonisation of consumer legislation across Europe and we advocate self-regulation to improve consumer trust in e-commerce. n
Walter Devenuto, EMOTA President
Multichannel distance selling, significantly enriched by the internet, looks back over three decades of successful representation of its interests in Brussels by EMOTA. When EMOTA laid down its first statutes in May 1982 in Belgium, at the time under the French acronym AEVPC, the impact the internet would have on distance selling was hard to envisage. We can now say that the present revolution in retail markets kicked off by the internet has gone far beyond expectations. 30 years ago, the EMOTA members looked for proper European representation of the particularities of the distance sales model which at the time was considered to be a retail niche area reserved for traders attracting customers’ interest in their products via printed catalogues and offering mail or phone order processes. Now that the catalogue model has been successfully replicated digitally, resulting in virtual shop windows, and the whole shopping transaction can be performed electronically, distance selling via the online sales channel, e-commerce, is in the spotlight for legislators and the media. We can be very proud of the development of the distance selling sector. EMOTA’s roots go back to 1971 when the AEVPC opened its doors in Frankfurt, Germany. Increasing online sales volumes are now considered by the European institutions to be the tool needed to get out of the economic crisis.
E-commerce will continue to grow and it gets more and more influence on stationary retail. The future is a multichannel world driven by the success of e-commerce. Pressure will increase on traditional retailers to offer “omni-channel” convenience to consumers who want everything. Retailers need to apply new technology to change the customer experience, they need to be in a position to target the customer with the right deal at the right time. EMOTA looks forward to the next 30 years, a time that will bring more and more technology-driven innovation to the markets, enhanced channel integration, further changes in consumer behaviour, with rising expectations that traders must meet and the emergence of strong new e-commerce markets. n
Susanne Czech, EMOTA Secretary General
Foreword by the President and the Secretary General of EMOTA
5
Enhanced consumer confidence to boost (cross-border) online trade
The European Commission published on 25 January 2012 a proposal for a Data Protection Regulation, covering the commercial use of personal data and a proposal for a Data Protection Directive, covering the government use of personal data. The proposals were met with mixed reactions, and many stakeholders expressed concern that the changes might not be future proof, and most importantly questioned whether they would be beneficial for the European online sector and for consumers.
The reform of data protection rules is a key priority for EMOTA and its members and EMOTA has been following the developments closely. It is seeking to make a constructive contribution towards a sustainable future compromise between the need to maintain a high standard of protection for personal data and the needs of a generally online market which rests on the use of data. Distance sellers need a flexible, context-based approach which allows the market for data and online services to be competitive in order to further develop cross-border trade.
Currently the European Parliament is drafting amendments to the Commission’s proposal for a Regulation, led by German
Green Member of the European Parliament (MEP) Jan Albrecht; amendments which are expected to be finalised in the first part of 2013. The drafting process will undoubtedly be extremely difficult given the numerous issues and their complexity. Negotiations with the representatives of the Member States in the European Council would then follow, which, would result in principle in the adoption of the new rules during 2014 at the latest. Time is limited, as both the European Parliament and Commission would have reached the end of their mandates in 2014 and this could drastically slow down the reform.
Many elements of the draft Regulation are being reconsidered in the drafting process and the dossier has sparked a high level of interest among all of the political groups of the European Parliament. This is an important opportunity for the industry, policymakers and consumer representatives to build a flexible, future-oriented framework, which is based on the use of data and on consumer trust. It also gives rise to concerns that in the bid to boost consumer confidence online, and due to the complexity of the subject in general, businesses will be put in second place and the bar might be set too high for some of them to be able to afford to use data. n
E-Commerce and privacy: creating a new legal framework
“The review of the EU Data Protection legal framework is key to ensuring a highly competitive EU online economy by ensuring a level playing field for all companies acting in the European market and at the same time building consumers’ trust in the protection of their rights.”
Jan Philipp Albrecht MEP
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“Data are the essential element of online business, as is trust, and you cannot have one without the other. The balance needs to be found, and the solution is not only in the laws. Online services play an essential part of our lives, helping in countless ways. We need to keep in mind that whatever framework we choose to have, it needs to be flexible, future facing and really streamlined. It is the only way in which we can encourage innovation and growth.”
Thomas Carroux, General Manager, Bon Prix
Report 2O12
In 2012 we celebrate twenty years since the Maastricht Treaty on the European Union was signed, giving birth to the European Single Market and to cross-border shopping. In 2012 approximately 10% of consumers are shopping online and cross-border, while almost one in two consumers are shopping online in their national markets. The European Commission has identified trust, or rather the lack of trust, in cross-border online services as one of the potential barriers to further growth in online cross-border trade. The European Commission also noted in a recent study that those consumers that did shop cross-border online no longer had issues with trust.
EMOTA was involved in 2012 in a number of stakeholder meetings, where the advantages and challenges of a pan-European e-commerce trust mark were discussed together with policy makers and consumer representatives. Studies were ordered by the European Commission and Parliament exploring the different policy options, ranging from no action to promoting industry initiatives to the creation of an EU-backed trust mark scheme.
There are many questions which dominate this debate. How would a pan-European trust mark function, and would it manage to overcome barriers such as language or cultural differences? Is the lack of trust by some consumers such an important barrier to online cross-border trade? Is it worth the investment? Who has the resources to manage such a scheme? Would a pan-European e-commerce trust mark be a realistic project for the industry to achieve alone, or would it require the involvement of the legislators?
Many EMOTA members are currently offering a form of quality label and certification aimed at ensuring consistency in services and boosting consumer trust in online shopping. There are different models of certification and auditing, different sets of requirements and different ways to censure those that do not respect the rules of the respective labels. There are companies that offer quality labels which are standardised across several countries, making it easier for consumers to recognise the label. However, a pan-European trust mark for e-commerce, or a quality label, covering all 27 Member States has not yet materialised.
In 2013 the European Commission is expected to establish a stakeholder platform with industry representatives, policymakers and consumer bodies, to identify the best way forward in the harmonisation of e-commerce trust marks across the 27 Member States. At the same time, the European Commission is exploring ways in which self-regulatory initiatives can be reinforced and made more transparent. These developments will increase the pressure for industry action.
In response, EMOTA started in 2011 to explore the ways in which the national trustmarks could be offered in a harmonised way, thus allowing a label to be recognised by consumers outside its traditional market, through co-badging. The project was met with enthusiasm by policy makers and consumer representatives. The aim is to avoid generating too many types of labels, which would confuse consumers and be costly for companies, while offering a credible auditing and redress system in order to increase consumer trust in online sales. n
The harmonisation of online trust: the cost for the cross-border consumer?
7
“European consumers need one reliable Europe-wide e-trust scheme. EMOTA is finalising a proposal for a licensing scheme that is most likely to establish this. Lack of such a e-trust scheme is a barrier to cross-border trade.”
James Roper,CEO of IMRG
and EMOTA Vice-President
“Trust is one of the most important elements to succeed in the online environment. With Trusted Shops, professional retailers have the ability to demonstrate their reliability and compliance with a European quality-standard based on online trading, distance selling and consumer protection regulations.”
Jean-Marc Noël, CEO and Founder of Trusted Shops
A number of studies by the European Commission, bodies such as the European Consumer Centre Network (ECC-Net) and business organisations published in the last two years have revealed that the cross-border delivery of parcels seems to be less accessible to small and medium sized companies than to big groups. These are in a weaker negotiating position because of their lower parcel volumes and limited resources. This raised the question of whether the opening up of the postal markets had been implemented correctly and whether competition is developing as expected. The European Parliament asked the European Commission to check the way in which postal operators set prices for cross-border parcel delivery, and this led to the publication of a study by FTI Consulting in 2011 that only further questioned the transparency and cost alignment of prices for cross-border deliveries. The European Commission is now preparing for public consultation focused on the cross-border delivery of parcels and the ways in which the different stakeholders in the value chain could improve their cooperation in order to ensure better delivery options and more transparent pricing. A second aim of the consultation is expected to be the identification of ways in which any concerns consumers might have regarding cross-border deliveries could be addressed. As a matter of fact, the use of the word “delivery” itself causes confusion. Some consumers will complain that their order was not delivered or that the seller refused to deliver, while others will complain that the order was delivered after a delay or incomplete. It is not always clear whether these issues are the result of problems in the postal system or of the lack of communication between some sellers and consumers on the stock they hold and expected delivery times and costs.
EU legislators are now exploring ways in which more transparent, flexible and cost-oriented delivery services for cross-border parcels could be encouraged. One of the keys is the interoperability between postal operators, especially regarding “track and trace“ and the information exchange between sellers and postal operators. Some policymakers are of the opinion that a basic pan-European “track and trace” system would help consumers and sellers to better understand where their products are, thus increasing the trust in cross-border sales.
EMOTA believes that better information exchange between sellers and postal operators could lead to more choice and transparency for consumers. In order for such a system to be put in place, the exchange of data between the different postal operators and sellers is essential and standards for the exchange of data might be necessary. A further aspect EMOTA would like to be considered is the balance between the needs of consumers, sellers and the limitations of postal operators. Consumers and sellers would prefer extensive distribution networks and flexible delivery times, which can be challenging for postal operators, especially in a context where all operators have to implement cost cuts. n
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“Without any doubt, the Single Market for goods and services is an important part of the solution for the current economic challenges. Consumers and businesses are increasingly trading cross-border and modern, cost-effective delivery services are essential to bringing more competition, quality and growth across the EU. Delivery services continue to evolve and so are the expectations of customers. The Commission is working with all stakeholders to identify the best solutions to match these expectations.”
Werner Stengg, Head of Unit Online and Postal Services, European Commission
Enhanced consumer confidence to boost (cross-border) online trade
Delivering cross-border e-commerce
Report 2O12
ICANN, the Internet Corporation for Assigned Names and Numbers, developed a new generic Top-Level Domain (gTLD) Program to increase competition and choice by introducing new gTLDs into the Internet’s addressing system. So far there are 280 ccTLDs but only 22 “generics” in the domain name system. EMOTA gave support for the bid of GMO Registry Inc., one of the largest domain registry companies in the world based in Tokyo, Japan, for the ".shop" domain.
Hiro Tsukahara, Chief Executive Officer of GMO Registry Inc., talks to EMOTA Secretary General Susanne Czech about his company’s approach to the matter.
Mr. Tsukahara, can you explain what “.shop” should stand for? Hiro Tsukahara: In short, “.shop” is a new domain for which GMO Registry wishes to create a namespace strictly for e-commerce, just as there are for museums under “.museum” or for phone numbers under “.tel”. “.shop” is meant to be used by individuals, organizations and companies that deploy commercial activities in an online or offline environment.
What is the motivation behind investing in such a domain? Hiro Tsukahara: There is an important growth of online activities globally. According to a Euromonitor survey internet retail sales grew by anywhere from 50% to 1160% between 2004 and 2009 in the over 50 countries included in the study (World Retail Data and Statistics 6th Edition). There is a growing demand for a safe and secure domain that represents the online retail industry.
How do you think .shop should be used? Hiro Tsukahara: “.shop” is a domain as is “.com”, but it is designed to serve the e-commerce sector. Any party interested in commercial activities online or offline can purchase the right to use the domain. However, the aim is to make “.shop” more than just a domain, the idea is for “.shop” to become a platform for e-commerce.
What would then be the differences between a generic .com domain and the offer made by GMO for .shop?Hiro Tsukahara: “.shop” will be based on various security measures, trust labels, currency options, adjustable legal and legislative options, tax rate and VAT options, and solutions for global logistics all of which are essential in providing services across borders, “.shop” could easily become the platform on which commercial activities are dealt globally. Whereas e-commerce is typically bound by national boundaries, the proliferation of unified “.shop” domain names across the globe will open options to individuals, organizations, and companies that wish to deploy commercial activities in an online or offline environment. In short, “.shop” is envisaged to become a borderless platform that will allow sellers to sell, and buyers to buy beyond regardless of borders, nations, and continent.
How is e-commerce in Japan doing?E-commerce has always done well in Japan due to the well developed infrastructure, namely logistics that allows for prompt delivery across the nation. It goes to the extent that there is a fashion show in Tokyo whereby guests can purchase the clothing right on scene using their mobile phones, and have them delivered by the time they arrive home! As a result, there are a lot of E-commerce related businesses now in Japan and they’re usually posting double digit growth from year to year. n
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EMOTA dialogue with Mr Hiro Tsukahara, CEO of GMO Registry
E-commerce – a fast growing sector
More and more people shop online
According to a consumer survey by the European Union’s statistical office Eurostat, the percentage of individuals who made purchases over the internet has, on average, more than doubled from 20% to 43% between 2004 and 2011.
Even though the trend is general in practically all countries, data by country shows strong disparities across Europe. Northern and Western markets show a much higher penetration of e-commerce. With percentages above 70%, Norway, the UK and Sweden are the leading European countries. At the other extreme of the range, Southern and Eastern European countries show levels below 10%.
Type of goods
Films, music, books and software are the types of goods which are ordered most frequently over the internet in Europe. The percentage of individuals having bought this type of goods has increased by 9 points compared to 2005. This first place is also related to the fact that this category is rather broad. The ranking would not be the same if each item were taken separately. In second and third place, holidays and clothes are the items most sold over the internet with 21% and 19% of individuals respectively having reported that they bought these items over the internet in 2010. These items are the ones that recorded the strongest increase over the last six years with a jump of more than ten points in the percentage of individuals having reported that they bought these items. At the other extremity of the ranking, financial products as well as food and, more surprisingly, computer hardware are bought online by less than 10% of individuals.
A specific focus on films, music, books, magazine and software shows that half of the orders online are also delivered online. This rate was slightly higher in 2006 than in 2010 and demonstrates that total sales with home delivery are growing faster than sales with online delivery.
Percentage of individuals ordering over the internet for private use (by calender year) in the EU27 (Source : Eurostat)
50
45
40
35
30
25
20
15
10
5
02004 2005 2006 2007 2008 2009 2010 2011
20
2426
30
32
37 40 43
Percentage of individuals ordering over the internet for private use (previous year) - breakdown by type of goods ordered (Source : Eurostat)
30
25
20
15
10
5
02005 2006 2007 2008 2009 2010
n Food/Groceriesn Household goodsn Clothes/Sport goodsn Film/Music/Book/Magazine/Softwaren Computer hardware
n Electronic Equipmentn Financial Servicesn Tickets for eventsn Holidays
1515
18 18
2224
11
13
12
14
1311
10
13
21
19
14
19
17
89
9 8
10
7
10
6
532
5
6 7
5
3 3
5
43
7
5 5
44
Percentage of individuals ordering films, music, books, magazines or computer software over internet for private use (Source : Eurostat)
30
25
20
15
10
5
0
n Film, Music, Book, Magazine, Software n Of which online delivery
2006 2007 2008 2009 2010
10
Share of individuals who ordered over the internet, for private use, the last 12 months - in % (Source : Eurostat)
80
70
60
50
40
30
20
10
0NO UK SE DK NL EU27 BEAT IE SK PLLU DE FI FR IS MT CZ
n 2007 n 2008 n 2009 n 2010 n 2011
LV PTCY GR LT ROES HU EE ITSI
Report 2O12
Breakdown according to age
A positive indicator for future online sales is that the trend towards increased internet use applies to all generations. Widespread use of the internet to order goods or services is increasing in all age categories of the population in the EU. Those in the 25-34 age category are the most active online shoppers: 55% of people in this age bracket bought over the internet in 2010, compared to only 31% in 2004.
The growth rate in those ordering over the internet is more pronounced for the younger generations than for older generations. Interestingly, since 2007 the generation in the 16-24 age category has tended to buy more over the internet than the 35 to 44 age category despite income that may be lower than other age categories. It is likely that this generation will continue to buy more and more frequently over the internet as they enter the job market and increase their income. In the long run, as the current young categories become older, it is likely that they will contribute to increasing the curve of the older age categories.
Example Austria: Online traders could observe the strongest growth rates within the group of women over 50, and in particular in the textile sector. In 2011, the share of 50+ shoppers increased from 11% to 14%, whereby four in five orders are placed by women. The trend is explained by the particular convenience of internet purchases and the 7/24 availability that other distance sales channels cannot offer.
Breakdown according to place of residence
As for traditional trade, whether people live in an urbanised area or not influences the internet trade. In 2010, in the EU27 more than 45% of individuals living in a city and 42% living in an intermediate urbanised area had bought over the internet. This figure is to be compared with only 31% of individuals living in rural areas having bought over the internet. However, whatever their place of residence, the proportion of individuals buying over the internet has increased since 2004.
Location of the seller
Most of the people who bought over the internet bought from a national seller. The percentage of individuals who bought over the internet from national sellers increased from 28% to 39% between 2008 and 2011, while those who bought from sellers from other European countries or from sellers from the rest of the world increased only from 6% to 10% and from 4% to 5% respectively over the same period. n
11
Share of individuals who ordered, cover the internet, for private use, the last year - in % - Breakdown according the age (Source : Eurostat)
60
50
40
30
20
10
02005 2006 2007 2008 2009 2010
n 16 to 24 years oldn 25 to 34 years oldn 35 to 44 years oldn 45 to 54 years oldn 55 to 74 years old
24
15
29
18
2224
31
28
10
35
2119
40
810
13
2004
32
3941
4750
26
3134 37
40
45
49
31
3537
4347
51
55
Percentage of individuals ordering over the internet for private use (by calendar year) - breakdown according to place of residence (Source : Eurostat)
50
45
40
35
30
25
20
15
10
5
02005 2006 2007 2008 2009 2010
n individuals living in desely-populated area (at least 500)n individuals living in desely-populated area (between 100 and 149)n individuals living in desely-populated area (less than 100)
2528
18
31
15
19
23
2004
37
41
27
46
23
29 33 33
38
23
42
28 27
Individuals who ordered goods or services, over the internet for private use, in the EU27 (as % of all individuals) (Source : 7th Consumer Scoreboard)
50
45
40
35
30
25
20
15
10
5
02004 2005 2006
n Total n From national sellers n From other EU sellersn From non-EU sellers
20
3230
2426
2007 2008 2009 2010 2011
37
40
43
28
3436
39
68
9 10
4 4 5 5
National e-commerce development snapshots
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AustriaDistance selling on the upswing A recent study performed by the Austrian Institute for SME Research (KMU Forschung Austria) on behalf of EMOTA’s Austrian member Handelsverband (Retail Association Austria) shows that over the period May 2011 to April 2012, 4.7 million (65% of the population) over 15 shopped at least once online, via mail order or TV. Compared to the same period last year, this represents an increase of 14% up to 600,000 buyers. Though distance shoppers are predominantly young people, the observation is that the 60+ generation is catching up steadily. Like in other EU countries, the internet is the most popular distance sales channel in Austria: 36% of respondents to the survey said they had shopped at least once using the web: from the homepage of a traditional distance seller, an online retailer or a stationary merchant offering internet purchases. What buyers associate with distance sales are in particular speed, convenience and cheap prices. More at www.handelsverband.at
Germany26.5% e-commerce growth expected for 2012 Based on the turnover figures of the first nine months of 2012 and the experience with Christmas season sales, EMOTA’s German member BVH is expecting a total turnover of around €38 billion (+11.8% compared to 2011). E-commerce alone is expected to reach €27.5 billion (+26.5% compared to 2011) which corresponds to about 72% of the total German distance selling turnover.
Between July and September 2012, German distance sellers on- and offline reached a turnover in sales of goods of €9.190 billion. E-commerce accounted for €6.745 billion (73.4%).The five strongest product categories, in million euros:
1. Clothes/textiles/shoes: 3,2302. Consumer electronics: 930 3. Books, image and sound carriers: 9304. Computers and accessories: 6305. Leisure time articles: 550
More at www.bvh.info
PortugalContinued positive e-commerce development in Q1/2012
Portuguese EMOTA member ACEPI published the results of the quarterly Barometer ACEPI / Netsonda “Electronic Commerce in Portugal” for the first quarter of 2012, concluding that despite of the recessionary economic environment, e-commerce maintained its resistance and continued to develop favourably.Key findings of the Barometer ACEPI / Netsonda for the first quarter of 2012: 57% of the web shops participating in the survey reported
an increase of their sales volume over the same period of last year; with 27% even saying they have grown up by double-digit percentage;
30% of web shops recorded a turnover exceeding € 1 million; 65% of web shops reported that the number of customers
who made purchases on their sites had invreased, with 33% of sites saying that the growth was above the double-digit percentage;
43% of sites expected that the sales volume would increase in the next quarter.
The main categories of products and services traded in this period were: Books / magazines and home / Art / Decoration.Of the respondents working in the field of B2B, 33% said they had the expectation that e-commerce would continue to grow. More at www.acepi.pt
SwedenSuccessful Q1/2012 for e-commerce In the first quarter of this year, Swedish online transactions concerning the sales of goods grew by 13%. The forecast for the whole year 2012 is an e-commerce turnover (sales of goods) of 31.3 billion Swedish Kronor. It is further estimated that the 13% growth rate has been persisting throughout the year. In Q1 2012, the Swedish retail increased in total by 4.5%.
The category Sports / Leisure rose by 29% in the first quarter 2012, making it the industry with the highest growth rate in Sweden.
65% of Swedish consumers said they would buy products in the second quarter of 2012; and 71% of e-traders expected their sales volume to grow in the second quarter of 2012, compared to the same period of 2011. More at: www.distanshandel.se
National e-commerce development snapshots
Report 2O12
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UK14% online retail market growth expected in 2012 With a growth rate of 15% UK e-retailers are experiencing the strongest quarterly performance since Q2 2011 and compared with 12% year on year growth in Q2 2012 and 13% in Q1 2012.Excluding travel, UK e-retail sales were up 16% year on year in Q3 2012. The clothing sector recorded an annual growth of 15% in Q3, which is the strongest performance since Q3 2011. Sales via mobile devices continue to soar, with the IMRG Capgemini m-Retail Index recording annual growth of 306% in Q3 2012.
During Q3 UK consumers spent an estimated £18.7 billion shopping online, including travel. The total estimated UK e-retail spend year-to-date from January to September is £53.7billion and is expected to reach £77billion by the end of 2012. EMOTA’s UK member IMRG’s forecast is an annual e-retail growth of 15% in Q4, with an expected year-on-year growth for 2012 to reach 14%. More at www.imrg.org
Switzerland4% growth of distance selling to consumers on- and offline in 2011 The yearly survey by GfK and EMOTA’s Swiss member VSV showed the following result:CHF 5.3 billion total turnoverHome electronics/personal computers and textiles account
for CHF 1 billion eachClose to 9 out of 10 consumers prefer paying via invoice after
deliveryDistance sellers registered a 10% increase of online orders
compared to 2010. In 2011, private individuals in Switzerland ordered goods for CHF 5.3 billion. This means that contrary to the general trend in retailing, online sales continued growing to reach a share of 5% of the total retail sales volume in Switzerland.Around 80% of all transactions happened on the internet. The remaining 20% of orders were placed by telephone or mail. The share of mobile orders has been modest in absolute figures, though it has tripled in 2011. More at www.vsv-versandhandel.ch
EMOTA expects that in 2012, e-commerce in Europe will reach a turnover of around €300 billion, with a 20% growth compared to 2011. In fact, Europe is the largest e-commerce market and keeps growing faster than North America. The three largest countries in terms of e-commerce, the UK, France and Germany, account for 60% of the total European market.
Highlights of 2012 Events
January
EMOTA speaks at “Swiss Day II” event At the invitation of EMOTA Business Partner Swiss Post Inter-national (new: Asendia), EMOTA Secretary General Susanne Czech presented developments in cross-border e-commerce within Europe at an event organised in Zurich for online re-tailers, distance sellers and e-marketplace providers. Further presentations covered fulfilment and distribution solutions as well as tax matters.
February
EMOTA speaks at high-level EU conference on the future of the Digital Single Market More than 200 European high-level decision makers, government officials, business leaders and academics gathered in Copenhagen for a two day conference aimed at identifying and discussing the challenges of creating a truly European Digital Single Market, as a driver for economic growth and jobs. In his opening speech, Danish Minister for Business and Growth, Ole Sohn, issued a warning that many non-European countries have already identified the opportunities that the digital market is offering and are moving fast to develop it. To-day, the majority of global internet companies are emerging outside Europe.
He further drew attention to the great economic potential concealed within the Digital Single Market: according to es-timates, a 4% GDP increase — close to € 500 billion — could be achieved if it functioned well. European online sales – and the share of the internet economy in Europe’s GDP – should be doubled by 2015. Several high-level speakers, among them the UK Minister for Culture, Communications and Creative Industries, Ed Vaizey, and US Ambassador to the EU, William E. Kennard, referred to the need to create a sustainable infrastructure capable of coping with the demand created by new technology. Other speakers stressed that in order for Europe to exploit the poten-tial for growth in the Digital Single Market, consumers had to have confidence in and easy access to online shopping. Euro-pean companies should therefore increasingly think in terms of digital business development. They could thus gain new business opportunities. EMOTA Secretary General Susanne Czech had the pleasure of participating in a panel discussion on trust in the Digital Sin-gle Market, together with Rasmus Kjeldahl (Danish Consumer Council), Fabio Colosanti (International Institute for Commu-nications), Paolo Balboni (European Privacy Association) and Harrie Temmink (EU Commission). (pictured below from right to lefts)
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© Zhong Min Peng
Grant Twine • Michael Boarer • Susanne Czech •Daniel Stein
Report 2O12
March
EMOTA members meet in London At their 2012 Annual General Meeting in London, EMOTA members discussed recent developments in the European e-commerce environment and new growth opportunities against the background of the ongoing economic crisis, as well as the association’s busy lobbying agenda.
Will proposed changes to contract law and redress boost cross-border e-commerce?EMOTA co-hosts conference in Brussels EMOTA and Seldia, the European Direct Selling Association, co-hosted a conference organised by Forum Europe in Brussels which addressed the proposed set of optional European rules for cross-border sales contracts, the suggested harmonisation of alternative means of out of court dispute resolution and the envisaged review of European rules on unfair commercial practices. EMOTA Secretary General Susanne Czech participated in the panel discussion on the proposed Common European Sales Law, together with Prof. Jules Stuyck who moderated the session, Sajjad Karim MEP, Ursula Pachl (BEUC), Hanne Melin (eBay) and Mihalea Carpus Carcea (European Commission). MEP Karim strongly challenged the benefits of the proposed contract law rules. In her subsequent keynote speech, Commission Vice-Presi-dent Viviane Reding stressed again the growth potential for businesses offered by e-commerce as it makes selling and buying cross-border simpler. But while the digital market was perceived to be borderless, she added, borders still existed for trade in the EU. Traders had to pay on average 10,000 euros to expand into the market of just one other Member State and another 3,000 euros on average to adapt their websites. The
proposed Common European Sales Law could in her view be a real win-win scenario: lower costs for businesses and the op-portunity to export to more countries, and greater choice at cheaper prices and better protection for consumers.
EMOTA speaks at "Distance Selling in Russia conference" The 11th distance selling conference organised by EMOTA’s Russian member NAMO in Moscow evidenced the success of the online sales channel in Russia, despite the challenges of developing nationwide internet access across such a huge territory. EMOTA Secretary General Susanne Czech was invited by the NAMO team, Mikhail Yatsenko, Alexandra Pozdeeva and Alexander Yvanov, to present internet-driven developments in Europe. Further international speakers included Nick Sohnemann (TrendONE), Professor Ralf Wagner (Siegfried Voegele Institut), Stéphane Printz (nugg.ad) and Oscar Hurtman (Fast Lane Ventures). Nick Sohnemann‘s presentation took the audience to the digital world of 2021, where it would be standard to scan people for complete information on them and where even bathroom mirrors would be replaced by screens.
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Susanne Czech • Prof. Jules Stuyck • Sajjad Karim MEP • Ursula Pachl
Susanne Czech • Vice-President Viviane Reding • Maurits Bruggink
Mikhail Yatsenko • Susanne CzechAlexandra Pozdeeva •Alexander Ivanov
Highlights of 2012 Events
April
EU Parliament‘s E-commerce Working Group looks into cross-border trade barriers At the fourth 2012 meeting of the European Parliament’s E-commerce Working Group, EMOTA Secretary General Susanne Czech was invited to set out e-traders’ interests in a better environment for cross-border e-commerce in Europe. Further panellists included representatives from the Boston Consult-ing Group, the European Retail Round Table, the British Retail Consortium and the European consumer association, BEUC.Under the chairmanship of Pablo Arias Echeverría MEP, partici-pants discussed possible ways to overcome barriers to selling and buying in another EU country.
May
EMOTA speaks at Polish e-commerce conference
An interesting agenda had been put together by Informedia Polska on the development of e-commerce in- and outside Poland. According to the presentation by Euromonitor International, the value of e-commerce sales in Poland reached 11.8 billion Polish Zloty (around 2.67 billion euros) in 2011; 3.9% of total retail sales. Euromonitor estimates that by 2016, 84% of mobile phones sold will be smartphones.
Polish online auction platform Allegro enjoys a very strong market share, said to amount to 30%. Other sources indicate this may be around 50%. EMOTA Secretary General Susanne Czech had the pleasure of being invited to present, at the conference, recent EU regula-tory developments of relevance to e-commerce.
June
EMOTA and ACSEL join forces to strengthen growth of e-commerce in Europe
In June 2012, EMOTA signed a partnership agreement with ACSEL, the French Association of the Digital Economy. ACSEL, based in Paris, supports businesses in a transformation of the economy driven by digital technologies, by building consumer trust in digital services and expanding cross-border e-commerce throughout Europe.
EMOTA is looking forward to working with ACSEL to advocate a barrier-free European Single Market for the trade of goods and services online and to promote the development of e-commerce and the digital economy in Europe.
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“With EMOTA as our partner in Brussels, our strategy for the Digital Economy will acquire an even more visible European dimension. Together we can make a major contribution to the realisation of the European Digital Single Market. We are looking forward to our association and cooperation with EMOTA and its members”.
Pierre Alzon, President of ACSEL
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EMOTA organises breakfast in the European Parliament on confidence in online shopping
The questions of what more, or what else, can be done to stimulate online trade in the Single Market, and whether Eu-rope may need a “regulatory holiday” were addressed at a lively breakfast debate organised by EMOTA in the European Parlia-ment, with the kind support of MEPs Pablo Arias Echeverría and Andreas Schwab.
After an introduction by Andreas Schwab MEP that was rich in content, Paraskevi Michou, Director at the European Com-mission, Holger Hengstler, Managing Director of Dress-for-Less and Ursula Pachl, Deputy Director General of the European consumer body BEUC, shared with the audience their views on possible ways in which consumer confidence in cross-border shopping could be increased.
The debate was moderated by EMOTA Secretary General Susanne Czech.
Speakers and breakfast guests addressed a number of key is-sues:• an observed reluctance of European member states to “go
for more Europe”; • the need to provide SMEs with more and more attractive op-
portunities; • the room for improvement of the postal systems; • the legal fragmentation discouraging e-traders from enter-
ing the Single Market; • the huge amount of work done in the area of justice so as to
improve consumer trust and legal certainty; • the need for a balanced approach to legislation, with a focus
on business education and regulation where there is a fail-ure;
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Ken Ducatel Werner Stengg - Andreas Schwab MEP
Paraskevi Michou Ursula Pachl Andreas Schwab MEP - Susanne Czech Holger Hengstler
Bob SchmitzAndreas Schwab MEP
Highlights of 2012 Events
• the advantages and disadvantages of an optional regulatory instrument, such as the suggested Common European Sales Law, and of a model contract for consumers, which is an al-ternative suggestion by BEUC;
• the benefits of a European trust mark; • the different consumer demands and attitudes across
Europe that traders need to take into account; • and, last but not least, the need for a vision and to plan for
tomorrow.We must speed up our efforts so that Europe does not fall be-hind at the global level.
The breakfast further offered the opportunity for a short presentation of the work and findings of the European Consumer Centre Belgium, represented at the event by its Director, Edith Applemans, who also introduced the Centre‘s most recent publication on internet shopping. A brief presentation was also given by Jean-Rémi Gratadour, General Delegate of ACSEL, on ACSEL‘s recent publication on Cross-border e-commerce in Europe.
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Susanne Czech - Werner Stengg - Simona StaikovaAndreas Schwab MEP - Paraskevi Michou - Holger Hengstler
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September
EMOTA speaks at Post-Expo 2012 EMOTA Vice-President James Roper and Secretary General Susanne Czech were privileged to be part of the agenda of a special introductory session on e-commerce at the World Postal Business Forum Conference organised by the Universal Postal Union (UPU) In September in Brussels. Moderated by Alessandro Valdettaro from EMOTA’s business partner Swiss Post International (now Asendia), the special introductory forum session addressed e-commerce as one of the most important growth areas in postal services. Other panellists included Thomas Carroux (Bon prix), Peter Somers (bpost International), Werner Neunzig (Reader’s Digest), Patrick Maier (Swiss Post) and Joost Vantomme (PostEurop).
NEOCOM Congress looks into reform of EU data protection rules This year‘s NEOCOM congress in Wiesbaden (Germany) de-voted a special session to the new provisions submitted by the European Commission on data protection which are at present under consideration and discussion in the European Parliament. EMOTA Legal Affairs Adviser Razvan Antemir up-dated the audience on the state of play of the discussions and provided information on the most burning provisions for dis-tance sellers.
As in previous years, the congress was preceded by a festive gala evening at the Kurhaus, offering an opportunity to meet with international colleagues in a friendly atmosphere.
october EMOTA speaks at European Association of Lawyers event
At the annual congress of the European Association of Lawyers in October in Berlin, EMOTA Secretary General Susanne Czech was kindly invited to participate in a panel discussion on how the proposed Common European Sales Law could work in practice. She shared the platform with Prof. Dr. Friedrich Graf von Westphalen, Vice-President of the German Lawyers’ Association and Prof. Dr. Denis Philippe, Professor at the University of Leuven (Belgium). EMOTA speaks at European Logistics Summit
EMOTA Secretary General Susanne Czech had the pleasure of being invited to participate in a panel discussion that ad-dressed the question of how the growing urbanisation of Europe’s population, in combination with other demographic trends, was changing the way goods are delivered, at the 5th European Logistics Summit organised by the Alliance of Eu-ropean Logistics in Brussels. Panellists discussed in particular how e-commerce was changing the way in which goods are produced and transported and how urban freight logistics could become more efficient and sustainable.
In his keynote speech, European Commission Vice-President Siim Kallas pointed to the numerous administrative formali-ties, ‘missing links’ across the transport network, a string of technical incompatibilities and thousands of different national rules and standards that constituted barriers to a genuine Eu-ropean transport area.
© T
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Thomas Carroux • Susanne Czech •Alessandro Valdettaro • James Roper
Sebastian Schulz • Razvan Antemir
Vice-President Siim Kallas
Susanne Czech
Highlights of 2012 Events
November
With the emphasis across Europe turning towards growth, how can policy-makers and stakeholders alike ensure that the potential for e-commerce in Europe is maximised, given that the cost of failure to complete the Digital Single Market before 2020 has been estimated at around €500 billion? Is such a completion likely in this time-scale given the continuing patchwork of national laws and rules? What are the major barriers that need to be overcome and how can a step-change in the development of e-commerce be achieved? These questions and more were addressed at the 4th EMOTA-EDiMA e-commerce conference on 14 November in Brussels.
Distinguished conference speakers included:
Mr Pat Rabbitte, Minister for Communications, Energy & Natural Resources; Forthcoming Irish Presidency of the EU;Mr Pierre Delsaux, Deputy Director General, Internal Market and Service, EU Commission;Mr William E. Kennard, United States Ambassador to the EU;Ms Róża Gräfin von Thun und Hohenstein MEP, Rapporteur on the Online Dispute Resolution Regulation;Mr Pablo Arias Echeverría MEP, Rapporteur on Internal Market for E-Commerce;Mr Werner Stengg, Head of Unit Online & Postal Services, European Commission;Mr Jan Philipp Albrecht MEP, Rapporteur on the Data Protection Regulation;Mr Sampo Terho MEP, Rapporteur on the review of the EU payments markets;Mr Peter Hustinx, European Data Protection Supervisor. n
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The 2012 e-commerce award was presented to Werner Stengg, Head of Unit “Online and Postal Services”, DG Internal Market and Services
at the European Commission
Róża Gräfin von Thun und Hohenstein MEPWalter Devenuto, EMOTA President
Minister Pat Rabbitte, Ireland
William E. Kennard, United States Ambassador
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2013 will bring new challenges for the e-commerce sector, also being the year before the end of the current European Commission and Parliament mandates. The European Commission, Parliament and Council are looking for ways to sustain growth and competitiveness in a very difficult economic context. Consumers are looking for more value for their money and companies for ways to grow. The Digital Single Market is said to be one of the best candidates for solutions to numerous problems.
The European Parliament will enter negotiations with the Member States over the extremely complex reform of the Data Protection framework, with the aim of creating a single set of rules for the use of personal data across the 27 Member States. Further discussions will take place around the proposed Common European Sales Law and the new Consumer Rights Directive will have to be implemented into national law by December 2013. The review of the 2007 Payment Services Directive will be launched. The European Commission will look into possible solutions for improving cross-border delivery. Consumer trust in online shopping will be on top of the agenda of all policy makers and EMOTA as well as the European Commission will explore the opportunities and challenges of a pan-European e-commerce trust mark.
The EMOTA priorities for the 2013 Single Market include:
• The reform of EU Data Protection rules: The aim is to fully harmonise the rules for the use of personal data in the 27 Member States and boost consumer confidence online. The key challenge for the e-commerce industry is to ensure that the new set of rules under discussion is based on a risk based approach, allowing flexibility and innovation in the online environment.
• Full harmonisation of consumer protection rules: Initiatives such as the Consumer Rights Directive should be implemented by Member States with the Single Digital Market in view. At the same time the Common European Sales Law should be given proper consideration in view of the fact that the Consumer Rights Directive does not cover all areas of contract law.
• Fast and inexpensive cross-border redress: The adoption of the proposed Directive on Alternative Dispute Resolution should bring a simple, cost effective, but flexible alternative to court action for consumers and businesses. Before any action is taken in the direction of a collective redress system, the Alternative Dispute Resolution mechanisms envisaged by the proposed Directive should be properly implemented and assessed for results.
• Boosting consumer trust in cross-border shopping: Trust is the key element in online shopping, even more so in cross-border transactions. EMOTA and its members are ready to take the lead in establishing a set of harmonised standards for online trust marks.
• Fast and competitive pan-European payment tools: The review of the EU rules around payment tools such as cards and online payments is key to ensuring more competition, better coverage and increased transparency. EMOTA supports and will closely follow the review of the 2007 Payment Services Directive envisaged by the European Commission and the launch of an initiative on multi-lateral interchange fees for card payments.
• A truly pan-European delivery market: It is important to ensure that the rules set by the EU's Postal Directives are correctly transposed and that full market opening is achieved. Competition is vital for the development of cost-effective and high quality delivery services across the EU.
• Simplification of the VAT system: The adoption of a modern set of VAT rules for cross-border trade should be most beneficial to the functioning of the European Single Market. Current VAT rules are outdated and burdensome for traders that wish to sell in several Member States. The European Commission and the European Council should increase efforts towards achieving the much needed reform. n
Razvan Antemir, EMOTA Legal Affairs Advisor
Outlook 2013
Key policy areas of interest to the e-commerce sector
EMOTA Governance & Secretariat
Walter DevenutoEMOTA PresidentManaging Director Italy,Bakkerwww.bakker.eu
James RoperEMOTA Vice-PresidentCEO IMRGwww.imrg.org
Patrick KesslerEMOTA TreasurerPresident VSVwww.vsv-versandhandel.ch
Dieter JunghansCEO Pro-Idee GmbH & Co.KGwww.proidee.de
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EMOTA Board of Directors
Yoannis Kourniotis CEO Telemarketingwww.telemarketing.gr
Alexandre Nilo FonsecaHead of MarketingControlinveste Media Groupwww.controlinveste.pl
In 2012, the EMOTA Board of Directors appointed James Roper, CEO of IMRG, the Interactive Media in Retail Group, to be the new Vice-President of the association. He is replacing Gunnar Ryman, President of EMOTA member SDh and former CEO of Swedish distance seller Halens.
“I very much enjoyed my time at the EMOTA Board. Over the past decade, we have witnessed revolutionary changes on the distance selling market. EMOTA did a great job in keeping pace with them and adapting its lobbying agenda to the digital environment. I also enjoyed working with the EMOTA team. They are professional and great to work with.”
Gunnar Ryman, outgoing EMOTA Board member
Gunnar Ryman
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Susanne CzechSecretary GeneralE-mail: [email protected].: +32 2 502 02 27
Razvan AntemirLegal Affairs AdvisorE-mail: [email protected].: +32 2 503 36 01
EMOTA Brussels Office
EMOTA Legal Affairs Committee: the coordinator of EMOTA positions The EMOTA Legal Affairs Committee is preparing EMOTA’s responses to regulatory and other initiatives of the European institutions. In 2012, it met several times to coordinate national
comments, in particular on the proposal for a new EU Data Protection Regulation, the proposed Common European Sales Law, the draft Directive on Alternative Dispute Resolution and the various initiatives focussed on enhancing trust in online shopping. n
Susanne Czech • Razvan Antemir • Sol Mestre • Stefan Kvarfordt • Jeremy Rollison • Stephanie Schmidt
EMOTA EMOTA Members as of November 2012
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AustriaHANDELSVERBAND(Retail Association Austria)Managing Director: Patricia Mussiwww.handelsverband.at
Czech RepublicASOCIACE DIREKT MARKETINGU A ZÁSILKOVÉHO OBCHODU (ADMAZ)(The Direct Marketing and Mail Order Business Association)Executive Director: Tomaš Hájekwww.admaz.cz
GreeceΕνωση Επιχειρήσεων Πωλήσεων Από Απόσταση Και Ηλεκτρονικου Εμποριoυ (ΕΠΑΜ)(Greek Distance Selling and E-Commerce Association)President: Yoannis Kourniotiswww.enepam.gr
FinlandSUOMEN ASIAKKIISMARKKINOINTILIITTO RY(The Finish Direct Marketing Association)Secretary General: Jari Perkowww.asml.fi
GermanyBUNDESVERBAND DES DEUTSCHEN VERSANDHANDELS e.V. (bvh)(German E-Commerce and Distance Selling Trade Association)Secretary General: Christoph Wenk-Fischerwww.bvh.info
GermanyBUNDESVERBAND DER DEUTSCHEN VERSANDBUCHHÄNDLER e.V.(Association of German Mail Order Booksellers)Managing Director: Christian Russwww.versandbuchhaendler.de
Great BritainIMRG (Interactive Media In Retail Group)Chief Executive: James Roperwww.imrg.org
HungaryMAGYAR ÁRUKÜLD K EGYESÜLETE(Hungarian Distance Selling Trade Association)President: György Thurzówww.arukuldok.hu
FranceACSELL’Association de l’Économie Numérique(Association of the Digital Economy)General Delegate: Jean-Rémi Gratadourwww.associationeconomienumerique.fr
ItalyASSOCIAZIONE NAZIONALE VENDITA A DISTANZA (ANVED)(National Distance Selling Association)Secretary General: Pierattilio Rubiniwww.anved.it
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PortugalASSOCIAÇÃO DE COMÉRCIO ELECTRÓNICO E PUBLICIDADE INTERACTIVA (ACEPI)(Association of Electronic Commerce and Interactive Advertising)Secretary General: Gonçalo Carvalhinhoswww.acepi.com.pt
RomaniaASOCIATIA ROMANA DE MARKETING DIRECT (ARMAD)(Romanian Direct Marketing Association)President: Stefan Iordachewww.armad.ro
RussiaНациональная Ассоциация Дистанционной Торговли (НАДТ)(National Association of Mail Order and Distance Sellling – NAMO)Director: Mikhail Yatsenkowww.namo.ru
SpainASOCIACIÓN ESPAÑOLA DE LA ECONOMÍA DIGITAL(Spanish Association of the Digital Economy)Secretary General: José Luis Zimmermannwww.adigital.org
SlovakiaASOCIÁCIA ZÁSIELKOVÉHOOBCHODU A DIREKT MARKETINGU (AZOD)(Slovak Distance Selling and Direct Marketing Association)President: Juraj Šebowww.azo.sk
SwedenSVENSK DISTANSHANDEL (SDH)(Swedish Distance Sellers)Secretary General: Jonas Ogvallwww.distanshandel.se
SwitzerlandVERBAND DES SCHWEIZERISCHENVERSANDHANDELS (VSV)(Swiss Distance Selling Association)President: Patrick Kesslerwww.vsv-versandhandel.ch
EMOTA EMOTA Business Partners as of November 2012
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bpost international EMCBuilding 829cB-1931 Zaventem - Brucargowww.bpostinternational.com
Trusted Shops GmbHSubbelrather Straße 15cD-50823 Colognewww.trustedshops.com
DHL Global MailDeutsche Post AGCharles-de.Gaulle-Straße 20D-53113 Bonnwww.dhl.com/mail
Asendia Management SASBranch office Berne Mingerstrasse 12CH-3030 Bernwww.asendia.com
Maestro InternationalChaussée de Tervuren 198AB-1410 Waterloowww.maestrocard.com
Ciber AGAlte Eppelheimer Strasse 8D-69115 Heidelbergwww.ciber.de
Guest article from DHL Global Mail
DHL Global Mail: Easier Returns Mean Happier Customers
Europe has become a major marketplace for online shopping. But there are still many barriers to cross-border shopping that needs to be overcome. Hence it is no surprise, that the “IPC Cross-Border E-Commerce Report 2010” shows that the key barrier to cross-border online shopping is the perceived difficulty of returning goods. Overcoming this hurdle is one of the main tasks for a successful cross-border distance seller. Without the possibility to return and without an easy to understand return policy consumers might not purchase online across the border.
Luckily, DHL Global Mail has just created a new international returns product providing B2C distance sellers inside the European Community with a competitive advantage by offering consumers the smooth returns experience they need for cross-border shopping. DHL Global Mail started offering DHL EASY RETURN in Austria, France, the Netherlands and the UK, but customers in almost all of Europe can use DHL EASY RETURN and benefit from a new return experience as well. For German B2C distance sellers however, a similar service is already available under the name of “DHL Retoure International” offered by DHL Paket.
With DHL EASY RETURN B2C distance sellers can provide their customers with return labels via the DHL Global Mail web portal or have customers create and print labels by themselves. Consumers can post their return shipments easily and usually free of charge at any local postal outlet in most countries. Today, DHL EASY RETURN provides access to more than 80.000 drop-off points in 19 European countries. This is very convenient for both B2C distance sellers and consumers alike. There are no appointments for pick-up necessary from a consumers perspective and the international coverage in all European markets equals the domestic coverage in a single market. That is precisely what international e-retailers expect from an international return solution these days.
Even more so, DHL Global Mail offers B2C distance sellers full transparency of their return business via the DHL Easy Return portal. They can track their return shipments end-to-end and have a full overview via the DHL Easy Return portal.
Take all that and add the fact that with an end-to-end price for return shipments and a billing on actual returns only, DHL EASY RETURN is very cost efficient, it is more than fair to say that DHL EASY RETURN is the convenient and economic return solution for most of Europe which enables B2C distance sellers to actively manage their returns at a minimum effort.
www.dhleasyreturn.com
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EASIER RETURNS MEAN HAPPIER CUSTOMERS.ALL ACROSS EUROPE.
∙ ∙ ∙ ∙ ∙ ∙ ∙Putting a smile on your customer’s face has never been easier. DHL EASY RETURN is the convenient European return service that makes the process simpler for everyone. Your customer can attach a pre-paid return label to their package and take it
to one of over 80,000 drop-off points across Europe. From there you can follow its journey using our track and trace system. Find out how our return service can help you manage your return business more successfully.
www.dhleasyreturn.com
Rue Belliard 20/3A • B-1040 Brussels • Tel: +32 2 502 02 27 • Fax: +32 2 503 36 01
www.emota.eu
European Multi-channel and Online Trade Association