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Building Consumer Trust in E-Commerce: Choices and Challenges

Dr. Katarzyna Lasota-Heller, Head of Public Policy at PayU Naspers Group, discusses the critical relationship between trust and consumer choice in the e-commerce landscape. With a focus on payment access and consumer products, she explores how to build trust through regulations, trust marks, and high-quality service. The importance of consumer access to payments and products, as well as challenges posed by restrictive distribution agreements, is emphasized. Dr. Lasota-Heller also addresses compliance with current guidelines and the need for convenient payment methods while highlighting the significance of trust in business and authorities.

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Building Consumer Trust in E-Commerce: Choices and Challenges

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Presentation Transcript

  1. Outlook to Consumer Service Provision Dr. Katarzyna Lasota Heller Head of Public Policy PayU Naspers Group Tel: +31 630 674690 Email: klasota@naspers.com

  2. Topics Trust (Limited) Choices for consumers in relation to access to products (Limited) Choices for consumers in access to payments

  3. Trust Bottom-up or top down – how should we build trust in e-commerce environment? Regulations? Trust Marks? High Quality Service? Trust in Business? Trust in Authorities?

  4. Morechoices for consumers in access to products Choice versus “closed distribution agreements” Examples of limited choices in relation to sport articles, popular children bricks etc. At the same time we would like to remind you that the Guidelines version …. are still applicable as a whole. As a result, we would like to pay your attention to our current restrictions relating to: (i) (…) and (ii) sale and/or presentation of (X) products through unauthorisedweb pages. In relation to the above we would like to remind you that (…) is NOT an authorised web page and if you place any offers of X brand products for sale on this or any other web page not authorised by X Distributor, we demand that you withdrew them from your offer as soon as possible.

  5. More choices for consumers in access to payments Requirements of AML, PSDs (including ECB recommendation) legislation v. Consumers’ ability to pay for products and services easily Requirements of PSD 2 v. convenient payment method to commercial agent, access of PIs to bank-accounts Further ban of surcharging (pay for paying) needed

  6. THANK YOU !

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