European surveillance: main breaches detected
The European Commission carried out a research across 697 sites of e-commerce in the European Union. The results indicate that 63% of Ecommerce sites do not clearly offer the information corresponding to transactions.
The study found that one in every three e-commerce web pages they had incomplete or unclear data on the merchant. On the other hand, one of each five ecommerce sites did not provide customers with a clear display of the prices or the contract conditions.
It is worth mentioning that the European Commission implements these investigations on a regular basis with the aim of verifying that the consumption regulations of the European Union are applied. Of the 697 e-commerce sites analyzed across Europe, 436 had some type of irregularity.
During the investigation, The European Commission made several important issues clear. First, almost two out of three Ecommerce sites do not have all the information about the right of withdrawal of a transaction as required by law.
I mean, this type of sites did not include a withdrawal form corresponding or did not inform their customers about the exact number of days (14), available for them to withdraw an online transaction.
It was also reported that one of each three websites had incomplete or very unclear data regarding merchants. This included the one that did not offer data such as the address or the full name of the operator and it was even found that 21% of the sites did not inform about the price or the conditions of the contract before confirming the order.
A smaller percentage of 18% of the ecommerce sites did not offer precise information regarding the characteristics or specifications of the products or services they sell. What was not reported is whether the offending sites would receive any type of sanction or penalty.
In recent sweeps of second-hand portals, they have been reviewed hundreds of digital businesses and have been identified violations in a significant fraction of them. Among the repeated failures: lack of information on right to withdraw within 14 days, unclear return procedures y breaches of minimum guarantees even in used ones. They have also been observed unsubstantiated environmental statements or with potentially misleading messages. The most reviewed sectors include Used clothing, electronics, toys, books, furniture, automotive, sports and gardening; with the participation of multiple EU and EEA States.
Basic rights that online stores must respect
- Seller's identity: must be included company name, NIF, address and contacts visible, usually in the legal area.
- Transparent total price: breakdown of taxes, shipping costs and fees before paying.
- Delivery terms and conditions: If not specified, delivery must be made in reasonable deadlines and any incident will be reported.
- Purchase confirmation: immediate shipping of contractual proof.
- Legal guarantee of conformity: minimum coverage in the EU; in some countries 3 years for goods y 2 for digital content/services. In used, legal minimums which can be agreed without falling below the permitted threshold.
- Return & Right of Withdrawal: usually, 14 calendar days without reason, with exceptions (e.g., custom products or services already performed with informed consent).
- Data Protection: clear information about purposes, legal basis, conservation and rights; possibility of access, rectification and deletion.
- Secure purchasing: payment methods without unjustified surcharges and site with HTTPS and certificate.
Ways to help and resolve conflicts
- Online Dispute Resolution (ODR) Platform: free access point to resolve online shopping disputes between consumers and businesses.
- European Consumer Centers: support if you claim against a company in another Member State.
- Consumer arbitration: extrajudicial mechanism agile and free when the company is affiliated.
- Administrative claim And in his case, court action; for small amounts there may be simplified procedures.
Unfair practices and abusive clauses
- Deceptive: by action or omission (e.g., false information, hide key data, empty offer, non-existent prizes, brand confusion).
- aggressive: coercion, harassment, continued pressure, exploitation of minors or vulnerable situations.
- Fake stamps or codes: to display unauthorized badges.
- Pyramid selling: compensation based on acquisition and not on actual sales.
The unfair terms are void and not binding: binding the contract to the sole will of the entrepreneur, limit legal rights, impose lack of reciprocity, disproportionate guarantees, expenses that correspond to the entrepreneur or subject the consumer to inadequate jurisdictionCollective action reinforces their elimination.
Dark Patterns: Interface Manipulation
- Artificial urgency: dubious timers and shortage messages.
- Inflated social proof: misleading notifications or testimonials.
- Preselections and concealment: extras marked by default u buried information.
- Forced registration or over-collection of data.
- Repetitive insistence to force decisions.
- Difficult cancellation paths or hidden opt-out.
- Opaque custom pricing According to willingness to pay.
- Reordering results to highlight your own offers without clarity.
Common Scams: How to Recognize and Respond
Nigerian letters: promises of large returns in exchange for advances. What to do: Do not answer, not provide data, keep evidence and denounce.
Phishing: emails or SMS impersonating banks or businesses, with links to cloned websites. Prevention: do not click on links, do not send data, notify the bank, use antivirus and firewall.
Fake lotteries: notices of unplayed prizes that require previous payments or documents. Recommendation: If it sounds too good, distrust; not paying or sending documents, keeping evidence and denounce.
Cross-cutting tips: identify the seller, secure payment methods, do not use remittance machines for purchases, search trust seals and connections HTTPS.
Secure payment, receipts and labeling
- HTTPS and padlock visible in the browser bar.
- virtual cards or payment intermediaries to minimize exposure.
- Ticket or invoice always accessible and saved for complaints.
- Labeled correct: composition, characteristics and origin.
- Finance: previous information of the TAE and total amount.
Privacy and personal data in e-commerce
Data processing requires valid legal basis (consent, contract, legitimate interest, etc.), previous information on purposes, retention periods and rights, and security measures security from the design. Avoid bulk consents, limits uses to authorized purposes, eliminate what is not necessary and anonymizes where appropriate. In the event of breaches, have response protocols and technology providers with guarantees.
Education, health and safety, representation and guardianship
- Product safety: goods without risks in normal use; attention to markings and conformities.
- Damage repair: possibility of compensation for damages in court.
- Consumer education: programs and informative materials of administrations and associations.
- Representation: consumer associations that guide, process and participate in arbitration and studies.
E-commerce offers convenience and access, but also demand professional diligence of the sellers y informed surveillance of consumersComplying with clear pre-contractual information, withdrawal, guarantees, privacy, secure payments, and effective complaint channels is not optional: it is the foundation for trusting relationships and sustainable digital markets.