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This web site, and the order fulfilment administration in place, are operated within the requirements of The Internet Merchants Federation Code of Practice
Table
of contents
4. Order Fulfilment
Procedures
8. IMF Logo and Safe2shop
Seal of Approval
Brief descriptionThe IMF Code of Practice, to which all member Merchants adhere, ensures that consumer’s interests are adequately protected. Member Merchants are dedicated to establishing ongoing supplier / customer relationships that will be to the mutual advantage of both parties. All IMF member Merchants display the Safe2shop Seal of Approval on their web sites. Mousing over or clicking on the Seal will immediately reveal the independently verified credentials of this site, in real time, along with the current User and Purchaser ratings of the site. All data personal to you as a visitor or purchaser on this site is treated as confidential, and is not released, passed or sold to any third party, other than if required to do so by law. You have the right to have any such details modified should you so wish, or deleted on request. Payments are usually processed via third party specialist Credit Card Transaction Processing Companies, on SSL secure servers, in which case the Merchant has no access to your card details whatsoever. This is always obvious as when starting the payment process you will be told which Processing Company you are making the payment through. On occasion, a Merchant may process the payment themselves. This will always be done using cutting edge encryption techniques that render the data inaccessible to any third party. In such cases the Merchant will process the relevant transaction, and on successful completion delete your credit card details. This IMF member is committed to representing products or services for sale on their web site, in a clear and precise manner, including illustrations where possible. All costs that you will be incurring when placing an order will be clearly identified prior to your confirming the order, and at the appropriate stage it will be suggested that you take a printout of those details. The order fulfilment procedures in place ensure that the goods will be delivered in a timely manner, with clear instructions of how you may cancel the order should the goods not meet your expectations. Should you need to raise a complaint with the merchant, it will be handled courteously and promptly. Should you fail to reach a satisfactory conclusion, you will be advised to raise a complaint through the Safe2shop Independent Complaints Panel. The Panel act as arbitrators to reach a satisfactory conclusion, and all IMF Merchants are committed to adhering to the findings of the Complaints Panel. All Users are invited to submit a rating of the ease of use of this web site, and Purchasers to rate the quality of service experienced during fulfilment of their order. Those two ratings are accessible to all visitors to this site by clicking on the Safe2shop Seal of Approval.
1. Purpose and Scope1.1. To define the minimum requirements in terms of content of a member’s web site with regard to the provision of information to a potential purchaser 1.2. To define the minimum requirements of the ordering procedure that must be in place, such that will ensure a purchaser is fully aware of what commitment they are making, at all times, and systems for confirming the final order to the purchaser 1.3. To define the basic requirements of the administrative procedures that must be in place, such that will ensure that the order is fulfilled at the price and of the quality indicated on the web site, in a timely manner 1.4. To define the minimum requirements of the complaints procedure that must be in place, such that will allow a purchaser to raise a complaint should the products or service received not be deemed to be acceptable 1.5. To define the way that User Specific Data is handled, such that will ensure the purchaser has due Privacy and can amend that data or have it removed at any time 1.6. To define the type of procedures that should be in place, such that will ensure that data concerning financial transactions is secure from all third parties 1.7. To define the use of the Safe2shop Seal of Approval, which must be displayed on member’s web sites 2. Website Requirements2.1. The products displayed for sale will be adequately described, including a clear indication of size and illustrated where applicable, in such a manner that there can be no doubt in a visitor’s mind as to what is being offered 2.2. If the expected shipping date for any product is more than 5 working days after date of purchase, the intended date will be indicated 2.3. No order will be accepted for any goods where the expected date of shipment exceeds 20 working days from date of order, other than with the express agreement of the purchaser, such agreement cannot be reached simply by indicating an extended shipping date in the description of a product, it must be indicated in the order confirmation and the purchaser at that stage asked to confirm acceptance of such extended delivery prior to final acceptance of the order, including at that stage refunding any moneys charged should the purchaser not confirm acceptance of such extended delivery 2.4. On viewing the contents of the shopping cart all items added will be listed and the price to be paid clearly indicated 2.5. The total price of all items will be shown, along with any taxes, carriage or other costs that may be applied, and a grand total indicated – the total that the purchaser will be charged 2.6. All those costs and totals will be presented before the purchaser is requested to confirm the purchase 2.7. The web site will display the IMF logo and the Safe2shop Seal of Approval 2.8. Full details of the member’s full business name, physical address, landline telephone number and contact email address will be readily and obviously accessible 2.10. The member’s Terms and Conditions of sale, which conform to all requirements of the IMF Code of Practice, will be readily and obviously accessible to any visitor
3. Ordering Procedure3.1. The shopping cart used will be accessible at all times to the User in order that its current contents and current expenditure can be checked 3.2. On final check out the full contents and individual prices will be displayed along with any taxes, carriage or other costs that may be charged. Such costs must be itemised individually and a grand total shown that will be charged to the purchaser 3.3. There will be a means for a purchaser to cancel any part, or the whole of the order, right up to the time of confirmation of the purchase 3.4. A clear indication of expected delivery time and method will be indicated before the purchaser is requested to confirm the purchase 3.5. There will be a facility for the purchaser to take a printout of cart contents at any time, and the purchaser must be specifically requested to do so immediately the purchase is confirmed and before the full purchase details are removed from screen 3.6. The purchaser will have to enter full name and address details, including a valid email address before confirmation can be accepted 3.7. On confirming the purchase the purchaser will be informed that the purchase will be confirmed by email to the email address provided. 3.8. The confirmation email will include all individual items purchased, and their price, along with all other charges and a total that has been charged, along with expected delivery times and method 3.9. If the expected shipping date is not within 5 working days, the intended shipping date will be indicated in the order confirmation 3.10. The confirmation email will include details of how the purchaser may cancel the order and return the goods, with instructions on how to effect that return and details of the costs that may be incurred 3.11. Should the return of goods be necessary due to the goods not being as shown on the member’s web site, in terms of appearance, quality or function, the member will arrange collection and pay the return costs directly to the carrier involved 3.12. A member’s web site will have a complaints procedure in place, readily and obviously accessible to any purchaser 3.13. The member will respond within a maximum of two working days to any complaint, and use all possible means to achieve a satisfactory solution 3.14. Should the purchaser not find the member’s responses to a complaint acceptable, the purchaser will be advised to raise a complaint through the Safe2shop complaints procedure 4. Order Fulfilment Procedures4.1. A member will have adequate procedures in place that will ensure the timely despatch of goods ordered, which would normally be within a maximum of 5 working days from receipt of order 4.2. If it is not intended that the goods be shipped within 5 working days that will be indicated on the web site and intended shipping date indicated on the order confirmation, bearing in mind the requirement that any orders for shipment more than 20 working days from date of order can only be accepted following receipt of the purchasers express agreement to do so 4.3. If the indicated shipping date cannot be met for any reason the purchaser will be notified 4.4. The member will despatch the goods via a shipping company that is capable of efficient delivery to the customer’s address 4.5. The shipping company must be capable of tracing the current status of a delivery at any time 5. Complaints Procedure5.1. A member will have a complaints procedure clearly accessible on their web site, facilitated either by a direct complaints form or via an email link 5.2. In either case the receipt of a complaint will be signalled to an appropriate responsive area 5.2. All complaints will be handled by a responsible officer of the company 5.3. The receipt of any complaint will be acknowledged within 2 working days, and responded to within a maximum of 5 working days 5.4. Every endeavour will be used to resolve the complaint to the purchasers satisfaction, with due note of prudent business practice 5.5. In the event that the matter cannot be resolved the purchaser will be advised to raise a complaint through the Safe2shop complaints procedure 6. Privacy Policy6.1. A member will have a Privacy Policy in place, clearly accessible from their web site 6.2. That Privacy Policy could be the standard policy available from IMF, if not, it will include all the IMF policy requirements 6.3. The requirements of the Policy will be adhered to at all times, and its requirements clearly understood by all staff 6.4 Specifically, the policy will preclude the sale or passing of visitor or purchaser details to any third party, other than when required to do so by law, or where necessary to complete the fulfilment of an order, and in such cases the member is expected to ensure that equivalent privacy policies are in use by the recipient of the data 6.5. All visitors and purchasers who submit personnel details for any reason will be provided with the means of either amending those details if they are incorrect, or having them deleted from any mailing list should they so wish 6.6. Any emails subsequently sent to a visitor or purchaser, not directly related to a purchase, will carry an Unsubscribe link enabling the recipient to unsubscribe from any future mails, such a request must be acted on immediately 7. Financial Transactions7.1. A member will have procedures in place that ensure the security of all data relating to payments made by purchasers 7.2. Preferably all financial transactions will be processed via SSL servers 7.3. If that is not the case, then adequate encryption technology will be used to ensure the security of data 7.4. Where an outside provider of credit card transaction processing is not utilised, all staff are be made fully aware of the security requirements 7.5. Where the processing is carried out internally, credit card details will be deleted on successful completion of the financial transaction 8. IMF Logo and Safe2shop Seal of Approval8.1. The logo and seal will be displayed prominently on a member’s site, this need not necessarily be on the first page, but both should be featured at the latest on the first page leading to products available for sale 8.2. Members understand and acknowledge that through the Seal of Approval visitors gain access to verification of the credentials of their site and are able to view past User and Purchaser Ratings of both the site itself and the quality of Customer Service experienced as a purchaser, and to enter ratings themselves 8.3. Members undertake to notify the IMF if any of the details contained in the verification of their site are no longer correct |