European surveillance: main breaches detected
The European Commission conducted an investigation of 697 e-commerce websites in the European Union. The results indicate that 63% of the e-commerce sites do not clearly provide transaction information.
The study found that one in three e-commerce websites had incomplete or unclear information about the merchant. Furthermore, one in five e-commerce sites did not provide customers with a clear view of prices or contract terms.
It's worth noting that the European Commission regularly conducts these investigations to ensure compliance with EU consumer protection regulations. Of the 697 e-commerce sites analyzed across Europe, 436 presented some type of irregularity.
During the investigation, the European Commission clarified several important issues. First, almost two out of three e-commerce sites do not provide all the information regarding the right of withdrawal from a transaction as required by law.
In other words, these types of sites did not include a corresponding withdrawal form or did not inform their customers about the exact number of days (14) available to withdraw an online transaction.
It was also reported that one in three websites had incomplete or unclear information about the merchants. This included sites that did not provide details such as the address or full name of the operator, and it was even found that 21% of the sites did not disclose the price or contract terms before confirming the order.
A smaller percentage, 18%, of e-commerce sites did not offer accurate information regarding the characteristics or specifications of the products or services they sell. It was not reported whether the offending sites would receive any type of sanction or penalty.
Recent sweeps of secondhand websites have reviewed hundreds of online stores and identified violations in a significant number of them. Among the recurring issues were: a lack of information regarding the 14-day return policy , unclear return procedures , and failure to provide minimum warranties, even for used goods. Unsubstantiated environmental claims or potentially misleading messages were also observed . The most frequently reviewed sectors included used clothing, electronics, toys, books, furniture, automotive, sporting goods, and gardening , with participation from multiple EU and EEA member 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.
Unfair terms are null and void and not binding: they include clauses that force the contract to the sole will of the business , limit legal rights , impose a lack of reciprocity , provide disproportionate guarantees, require the business to bear its own costs , or subject the consumer to an inappropriate jurisdiction . Collective action strengthens 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 high returns in exchange for advances. What to do: do not reply , do not provide information, keep evidence, and report it.
Phishing : emails or SMS messages impersonating banks or businesses, with links to cloned websites . Prevention: do not click on links, do not send data , notify your bank, use antivirus and firewall software.
Fake lotteries : Notices of unclaimed prizes demanding upfront payments or documents. Recommendation: If it sounds too good to be true, be suspicious ; do not pay or send documents, keep evidence, and report it.
General advice: identify the seller, use secure payment methods , do not use money transfer companies for purchases, look for trust seals and HTTPS connections.
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 a valid legal basis (consent, contract, legitimate interest, etc.), prior information on purposes, retention periods, and rights, and security measures by design . Avoid bulk consent , limit uses to authorized purposes , remove unnecessary data, and anonymize where appropriate. In the event of breaches, have response protocols and reliable technology providers.
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 accessibility, but it also demands professional diligence from sellers and informed vigilance from consumers . Providing clear pre-contractual information, withdrawal options, guarantees, privacy, secure payments, and effective complaint channels is not optional: it is the foundation for trusting relationships and sustainable digital markets.