EFSA GUIDELINES

Members of the Ecommerce Forum South Africa Code of conduct with a high level of consumer protection:

• Transparent information about the trader
• Clear, complete and accurate product description
• Transparent pricing, inclusive of all charges and taxes
• Accurate information to the customer on product availability and delivery times
• Delivery according to the specifications and timing indicated to the customer
• Clear returns process and prompt reimbursement
• Accessible customer service and timely complaint management
• Protection of personal data according to applicable law
• Secure payment methods

As an online shopper with an EFSA merchant, you have the right to:

1. Clear, comprehensive and accurate product description and merchant information before you place your order;
2. Convenient, reliable, safe and legally compliant service;
3. Notification of all costs and any limitations/conditions prior to checkout;
4. Charges that are complete and simple to understand – including any tax and delivery and surcharges;
5. Access information on your order progress/history;
6. Delivery as specified at the time of order;
7. Your purchases arriving in good condition;
8. Helpful support with damaged / failed / late / attempted deliveries;
9. A clear returns process, with any limitations/conditions easily viewed on the merchant’s website during the ordering process
10. Your personal data and rights being properly protected and managed.
11. EFSA intends to launch a Trustmark during 2017 which will guarantee these guidelines