Our services. Membership services. I) Trusted Shops Handbook for online merchants PDF. These offers are exclusively for businesses.

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1 Our services These offers are exclusively for businesses. Membership services Trusted Shops Handbook for online merchants PDF Trusted Shops Trustmark and Guarantee Trusted Shops Customer reviews Number of certificates (domains) 1 Optional extra packages Warning protection package Product reviews Google integration Review collector Marketing/SEO * The availability of each additional service depends on the main target market of the given online shop. Available options are presented within the offer. The services are in principle performed for one online presence (shop), under one domain, in one language version and aimed at a specific target market. For the performance of services for further online presences (e.g. further language version, mobile view or further domain), additional certificates must be acquired. All services will be performed in the language chosen for the respective target market. Membership services I) Trusted Shops Handbook for online merchants PDF The Trusted Shops Trusted Shops Handbook for online merchants enables online retailers to design the purchasing process in their online shop in line with the Trusted Shops Quality Criteria, even without technical legal knowledge: From the imprint to the privacy policy, product descriptions, customer data storage, the ordering page, information pages, GTC and confirmation. II) Trusted Shops Trustmark and Guarantee This package includes a comprehensive audit of your online shop based on the Trusted Shops Quality Criteria as well as the Trusted Shops buyer protection. The Trusted Shops Guarantee, a money back guarantee, is part of Trusted Shops Buyer Protection and protects buyers from loss of the purchase price. Other services include customer service and mediation. Audit of adherence to the Quality Criteria Your shop is audited to check if the relevant criteria are adhered to. Trusted Shops Quality Criteria are based on European directives that are important for making purchases on the Internet. Adhering to our Quality Criteria positively differentiates you from your competitors. Trusted Shops uses the feedback from your customers from the Trusted Shops guarantees and customer ratings to measure crucial quality features. The Trusted Shops quality indicators give you valuable information about your shop compared with those of your competitors. Are your values in the green? Then you can be satisfied and we, too, need have no qualms about recommending your shop as trustworthy. Are your values in the yellow? Then please keep an eye on them. Do individual or several indicators lie in the red? Then there is an urgent need for action. Both general trends and short-term fluctuations of the quality indicators are displayed in graphs on your Trusted Shops online system. This means that you can take appropriate action before it s too late and _TS-LV_eu_v4.5 1 / 5

2 improve the quality of your shop. Individual audit report During the expert audit, Trusted Shops issues an individual audit report based on the Trusted Shops Quality Criteria. The audit report provides information about the extent to which your online shop complies with the Quality Criteria and where there is potential for improvement from the viewpoint of Trusted Shops. You receive clear explanations about each item and instructions so that you can rectify errors yourself and increase trust in your shop. That means that you get real practical help from experts and understandable tips for a secure shop. Trusted Shops Trustmark Once the online shop has been successfully audited by Trusted Shops, you present yourself as a secure and certified online shop using the Trusted Shops Trustmark and convince even critical online shoppers that they can enjoy an all-round secure package with a combination of the trustmark, guarantee and service. If a visitor to your online shop clicks on the Trusted Shops Trustmark, they are provided with a confirmation of the certificate's authenticity as well as other information about the online shop (e.g. company name, company address, legal form etc.) and Trusted Shops' services via a secure online connection (SSL). That way, prior to making a purchase customers are assured that your online shop is trustworthy and safe. Buyer Protection for your customers Buyer Protection comes into effect in the event of non-delivery or non-refund after the return of a product. The Trusted Shops Guarantee, a money back guarantee, is part of Trusted Shops Buyer Protection and protects buyers from losing the paid purchase price. With that, you offer your customers a market leading service. We help you in the event of disagreements between you and your customers. Thanks to the services offered by the Trusted Shops team, you will expand and optimise your own customer service. Online customers can register for Trusted Shops Buyer Protection online. Buyer Protection is an optional service for customers of online shops; registration is offered to customers at an appropriate stage in the buying process. Following registration, the customer receives a corresponding confirmation via . During the authorised use of the Trusted Shops brands, Trusted Shops provides the online shop with an online system for their customers. The online customer has the opportunity to directly notify Trusted Shops about problems (e.g. non- delivery of the goods) via the online system after a guaranteed purchase has been made. Trusted Shops supports the further processing of complaints. Consumer service centre via , web, telephone In the event of problems with an online order, end customers can contact our experienced, European service centre via , online system or telephone and receive support, e.g. claim their money back guarantee. This includes activation of a claim under the guarantee program and general support queries. Login and user administration You and your employees can analyse and comment on reviews, analyse and handle all subscribed Trusted Shops guarantees and download relevant documents in your secure and personal login area. This control centre provides you with a quick overview of all existing and new reviews and guarantees at all times. Create additional user accounts for other employees responsible for analysing or responding to reviews or guarantees. III) Trusted Shops Customer reviews Verifiable positive ratings and customer reviews are an important indication of an online shop's trustworthiness for online shoppers. The Trusted Shops Customer reviews system is a trust-building measure and the ideal complement to the trustmark. The rating system provided in the agreed language includes the following functions: Online shop customers have the option of rating the shop based on at least one of the three predefined criteria customer service, delivery and product using a form provided by Trusted Shops (hereinafter referred to as "rating"). Rating stars on a scale of 1 to 5 can be awarded for each criterion, with 5 stars being the best _TS-LV_eu_v4.5 2 / 5

3 If you offer services via your online presence the 1-category-system is at your disposal. You customer can rate your online-presence according to the criterion service. When offering goods you can benefit from our 3-category-system. The use of the 1-categorie-system will not be possible in this case. If you want to use the 1-category-system first and later on offer goods as well you will have to change to the 3- category-system. All collected ratings will be reset. The same applies accordingly to a change from the 3- category-system to the 1-categorie-system. Collection of customer reviews (comments) using an online form provided by Trusted Shops. The ratings and customer reviews (jointly ratings ) are permanently stored and can be viewed by the online shop and Trusted Shops employees in a secure area of the online system for a period of 12 months. Number of ratings per month There are no restrictions on the number of ratings! It is important for you to be able to receive as much feedback and as many opinions as possible. Commenting on ratings You will receive notification of new ratings. Comment on ratings which might not be entirely clear to other customers. It is a good opportunity to respond to suggestions and criticism and demonstrate your openness. In doing so, you can increase customer satisfaction and turn dissatisfied customers into returning buyers. Reporting an alleged infringement of laws In the event that a rating is not truthful, you can choose to report the infringement of laws at any time. We check the facts. If, from the online shop's perspective, a rating breaches applicable laws (for example, if a rating is objectively untrue or offensive), Trusted Shops manually checks the relevant rating and deactivates any customer review it considers unlawful. Rating stars and smileys will not be deleted at any mtime. Display ratings The online shop can include a summary of the rating profile (average rating, star rating and last customer review) in the form of a widget in accordance with Trusted Shops specifications. Only if the online shop has been successfully audited by Trusted Shops, the Trusted Shops (word) trademark will be included into the widget. If the online shop has not been successfully audited by Trusted Shops, only the customer reviews (including customer ratings) are presented inside the widget and no right to use the Trusted Shops trademarks is granted. Once the online shop has been successfully audited by Trusted Shops, the Trusted Shops trademark and the Trusted Shops Trustmark are automatically integrated into the widget. By clicking on the widget, the customer is directed to the detailed shop rating profile saved by Trusted Shops (average rating, individual ratings, number of ratings and customer reviews. Daily update The easy-to-integrate widget is updated once daily and automatically transferred to your shop. That means that after the simple, one-time only integration, no more technical effort is required on your part. Rating profile (stars, ratings, customer reviews) Provide a link to your individual rating overview page. In addition to the customer reviews, the rating profile also includes a summary of the ratings submitted in the last 12 months. An overall rating is calculated from all the ratings submitted during the last 12 months. Each of the criteria is included in the overall rating, weighted according to the number of ratings submitted. The rating profile specifies the star rating which the shop has achieved on the five-star rating scale based on the weighted average. An average rating is calculated as follows: Five-star scale Overall rating _TS-LV_eu_v4.5 3 / 5

4 5 to 4.5 Very good < 4.5 to 3.5 Good < 3.5 to 2.5 Satisfactory < 2.5 to 1.5 Adequate < 1.5 to 0 Poor Ratings and the rating profile are permanently stored and can be viewed by the online shop and Trusted Shops employees in a secure area of the online system for a period of 12 months. Connections for Facebook and Twitter Online shoppers can publish their ratings directly on Facebook and Twitter. Rating statistics Your private Trusted Shops login area offers you many options, including a concise overview or the use of rating lists with filter and search functions. Documentation Integrating the rating widget into the shop is simple and the shop owner normally does not need technical support. You receive a step-by-step integration guide including examples and tips. Free Support You can contact our service team via for help with any questions regarding the integration or the use of the rating tool. IV) Number of certificates (domains) One (1) certificate is required for each operational shop URL, i.e. one online shop in a given language under one domain. One (1) certificate is already included. If you would like to have another shop (for example another language version) audited, and/or another shop in another domain, so that you can display the trustmark there too, you can book additional certificates at a favourable price. Optional extra packages You want to get the most out of your Trusted Shops membership? In this case you can subscribe to additional services. You can subscribe to a package of additional services in each case for one online shop under one domain, in one language, with one main target market (any subscription to a package of additional services can be terminated three months before the end of the contract year). The availability of each additional service depends on the main target market of the given online shop. Available options are presented within the offer. I) Warning protection package with liability Maximum warning protection from the imprint to the order page! This package is exclusively suitable for online shops that sell products to private end customers within the Federal Republic of Germany. The general terms and conditions of the warning protection package apply. Our online system enables you to create warning-safe legal texts (imprint, privacy policy, cancellation policy, Ts&Cs) for your online shop yourself with just a few clicks - without any expensive legal fees. Always up to date and with all the expert knowledge Trusted Shops has amassed over 15 years. On request, we will also advise you over the phone and provide you with professional assistance in creating your texts. An individual legal inspection by our partner legal office Wilde Beuger Solmecke is also available each contract year to check if the legal texts have been incorporated correctly. The General Terms and Conditions of the mandate apply to the legal consulting services. Naturally, we are liable for the accuracy of the texts and advice. We even help with unjustified warnings with no ifs or buts! II) Product reviews Boost your conversion by offering your customers unique product information. The Turstbadge integration allows you to collect product reviews automatically. By showing the reviews on your product pages, your customers get trutworthy product information and are likely to buy more often _TS-LV_eu_v4.5 4 / 5

5 III) Google integration The customer reviews are automatically transmitted to the high-traffic Google Shopping / Google Adwords service, provided that Google offers that product in the country of the respective online shop. IV) Review collector The review collector will help you collect ratings even more easily. Simply upload a list of the addresses and order references of your customers who have provided their consent to receiving rating requests from Trusted Shops. With just a few clicks your customers will receive a review request from Trusted Shops. Within a short period you will receive new ratings. When ordering your rating request, which will be provided to you on a monthly basis (so called quota), depending on your needs, you can choose between different packages. The quota will be activated with formation of the contract. You can use the quota with one customer list or you can upload several lists during the calendar month. On the first of each calendar month the rating requests that have not been used will expire and you will be provided with a new quota. V) Marketing/SEO Premium Shop Increase your coverage by having your shop appear with a logo and description in one product category of our shop finder. Besides Premium Shop will be marked alongside your shop. Shop interview We will introduce your shop to a wide range of customers with an individual shop interview in our expert newsletter and on our Facebook fan page. Detailed shop profile Get a detailed shop profile and logo, an individual description and a trust link to any subpage of your shop. User-Generated Content The last 25 customer comments are automatically integrated in your shop using our ratings API _TS-LV_eu_v4.5 5 / 5