The European Consumer Centre’s Network.
Link to The Competition and Consumer Authority. www.forbrug.dk.

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Appendix 1

– Questionnaire used for data collection[106]

Website
Name of website?  
A. INFORMATION IN CONNECTION WITH PURCHASE
General information
Product category?

Select category:

  1. Clothing
  2. Sporting goods
  3. Household goods
  4. Books
  5. Music CD
  6. DVD films
  7. Video or computer game
  8. Computer software (non-downloadable) „
  9. Electronic equipment
  10. Products for personal care
Which product purchased?  
Name of mystery shopper?  
Date of purchase? Select date [10 January - 23 January]
Information on web trader
Name of trader/company?

Select answer:

  • Available and easy to find
  • Available but had to search
  • Not available
Country of web trader?

Select answer:

  • Available and easy to find
  • Available but had to search
  • Not available
If yes, please select country

Select country:

  • Austria
  • Belgium
  • Bulgaria
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Iceland
  • Ireland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands
  • Norway
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • United Kingdom
Trader's physical address?

Select answer:

  • Available and easy to find
  • Available but had to search
  • Not available
Trader's company registration number?

Select answer:

  • Available and easy to find
  • Available but had to search
  • Not available
Trader's phone number?

Select answer:

  • Available and easy to find
  • Available but had to search
  • Not available
Trader's email address?

Select answer:

  • Available and easy to find
  • Available but had to search
  • Not available
Contact form?

Yes/no:

  • Yes
  • No
Additional remarks on the questions above?  
Language(s) of the website
Language the purchase was conducted in?

Select language:

  • Bulgarian
  • Czech
  • Danish
  • German
  • Greek
  • English
  • Dutch
  • Estonian
  • Finnish
  • French
  • Hungarian
  • Icelandic
  • Irish/Gaelic
  • Italian
  • Latvian
  • Lithuanian
  • Maltese
  • Norwegian
  • Polish
  • Portuguese
  • Romanian
  • Slovak
  • Slovenian
  • Spanish/Basque/Catalan/Galician
  • Swedish
Different languages offered?

Yes/no:

  • Yes
  • No
If yes, how many other languages offered? Select number [1-29]
Additional remarks on the questions above?  
Price information
Price of product?  
Please select currency

Select currency:

  • Euro EUR
  • Bulgarian Leva BGN
  • Czech Koruny CZK
  • Danish Krone DKK
  • British Pound GBP
  • Estonian Krooni EEK
  • Hungarian Forint HUF
  • Icelandic Kronur ISK
  • Latvian Lats LVL
  • Lithuanian Litas LTL
  • Norwegian Krone NOK
  • Polish Zlotych PLN
  • Romanian Lei RON
  • Swedish Kronor SEK
Did the first price presented include all charges except delivery costs?

Yes/no:

  • Yes
  • No
Did the first price presented include all charges including delivery costs?

Yes/no:

  • Yes
  • No
Clear whether VAT is included?

Yes/no:

  • Yes
  • No
Price available in the currency of the mystery shopper?

Yes/no:

  • Yes
  • No
Especially for purchases in or out of Norway and Iceland: Clear whether customs is included in the price?

Yes/no:

  • Yes
  • No
Especially for purchases in or out of Norway and Iceland: Clear which amount you are charged for customs?

Yes/no:

  • Yes
  • No
Additional remarks on the questions above?  
Delivery information
Clear whether product is in stock?

Yes/no:

  • Yes
  • No
Information on when the product will be sent?

Yes/no:

  • Yes
  • No
Information on delivery method?

Yes/no:

  • Yes
  • No
Information on delivery time?

Yes/no:

  • Yes
  • No
Information on delivery costs?

Yes/no:

  • Yes
  • No
Free delivery offered?

Yes/no:

  • Yes
  • No
If yes, is free delivery restricted?

Select restriction:

  • Yes, geographical restrictions apply
  • Yes, economic restrictions apply
  • Yes, for a limited time only
  • No restrictions
Is delivery of your purchase affected by the restrictions on free delivery?

Select restriction:

  • No free delivery due to geographical restrictions
  • No free delivery due to economic restrictions
  • Free delivery offer had expired
  • No restrictions
Additional remarks on the questions above?  
Payment methods available
Credit card?

Yes/no:

  • Yes
  • No
Debit or bank card?

Yes/no:

  • Yes
  • No
Bank transfer?

Yes/no:

  • Yes
  • No
Online payment methods (e.g. PayPal)?

Yes/no:

  • Yes
  • No
Payment via invoice?

Yes/no:

  • Yes
  • No
Cash on delivery?

Yes/no:

  • Yes
  • No
Clear whether shopping at a secure site?

Yes/no:

  • Yes
  • No
Additional remarks on the questions above?  
Trustmarks
Trustmark(s) present?

Yes/no:

  • Yes
  • No
1. Name of Trustmark?  
1. Explanation of Trustmark present?

Yes/no:

  • Yes
  • No
1. Link provided for verification of Trustmark (e.g. click on logo)?

Yes/no:

  • Yes
  • No
2. Name of Trustmark?  
2. Explanation of Trustmark present?

Yes/no:

  • Yes
  • No
2. Link provided for verification of Trustmark (e.g. click on logo)?

Yes/no:

  • Yes
  • No
3. Name of Trustmark?  
3. Explanation of Trustmark present?

Yes/no:

  • Yes
  • No
3. Link provided for verification of Trustmark (e.g. click on logo)?

Yes/no:

  • Yes
  • No
Additional remarks on the questions above?  
Privacy information
Privacy policy available?

Select answer:

  • Available and easy to find
  • Available but had to search
  • Not available
Necessary to create account before being able to make a purchase?

Yes/no:

  • Yes
  • No
Information on passing on of personal information to third parties?

Yes/no:

  • Yes
  • No
If yes, possible to prevent passing on of information to third parties?

Yes/no:

  • Yes
  • No
Additional remarks on the questions above?  
Terms & conditions
Terms & conditions generally easily accessible on website (when not in connection with purchase)?

Yes/no:

  • Yes
  • No
Available but had to search for them?

Yes/no:

  • Yes
  • No
Not available (when not in connection with purchase)?

Yes/no:

  • Yes
  • No
Terms & conditions presented (text or link) during the process of the purchase - but before conclusion of purchase?

Yes/no:

  • Yes
  • No
Necessary to accept terms & conditions before possible to conclude purchase?

Yes/no:

  • Yes
  • No
Mention cooling-off period?

Yes/no:

  • Yes
  • No
If yes, is the information in compliance with the law?

Yes/no:

  • Yes
  • No
Information on legal warranty period?

Yes/no:

  • Yes
  • No
If yes, please indicate if in compliance with the law?

Yes/no:

  • Yes
  • No
Information on the process of completing purchase?

Yes/no:

  • Yes
  • No
Chance to review details before placing order?

Yes/no:

  • Yes
  • No
Clear when final stage (before placing order) is reached?

Yes/no:

  • Yes
  • No
On screen confirmation immediately or email received within a few minutes after placing the order?

Select type of confirmation:

  • Yes, on screen confirmation
  • Yes, email received within few minutes
  • Yes, received both on screen confirmation and email
  • No confirmation received
Additional remarks on the questions above?  
B. INFORMATION IN CONNECTION TO DELIVERY OF PRODUCT
Arrival of the product
Notice of dispatch received?

Yes/no:

  • Yes
  • No
Date when product available (e.g. available for pick-up at post office) Select date [10 January - 4 February]
Available within time quoted by trader before the purchase?

Yes/no:

  • Yes
  • No
Date when product actually received (or actually pick-up at, e.g., post office)? Select date [10 January - 4 February]
Additional remarks on the questions above?  
Product
Product in conformity with order?

Yes/no:

  • Yes
  • No
Product defective?

Yes/no:

  • Yes
  • No
Additional remarks on the questions above?  
Payment
Total amount paid including all costs?  
Currency?

Select currency:

  • Euro EUR
  • Bulgarian Leva BGN
  • Czech Koruny CZK
  • Danish Krone DKK
  • British Pound GBP
  • Estonian Krooni EEK
  • Hungarian Forint HUF
  • Icelandic Kronur ISK
  • Latvian Lats LVL
  • Lithuanian Litas LTL
  • Norwegian Krone NOK
  • Polish Zlotych PLN
  • Romanian Lei RON
  • Swedish Kronor SEK
Amount as expected?

Yes/no:

  • Yes
  • No
If no, please indicate discrepancy (amount)  
Reason for discrepancy?  
Did trader inform you about time of payment?

Yes/no:

  • Yes
  • No
Time of payment? Select date [10 January - 4 February]
Additional remarks on the questions above?  
Information included
Confirmation or invoice in a durable medium received after the purchase and at the time of delivery, at the latest?

Yes/no:

  • Yes
  • No
Written information (durable medium) on cooling-off period?

Select answer:

  • Yes, and in compliance with the law
  • Yes, but not in compliance with the law
  • No
Written information (durable medium) on trader's physical address?

Yes/no:

  • Yes
  • No
Written information (durable medium) on trader's email address?

Yes/no:

  • Yes
  • No
Written information (durable medium) on after-sales service, legal warranty (and conditions for commercial guarantee if provided)?

Select answer:

  • Yes, and in compliance with the law
  • Yes, but not in compliance with the law
  • No
Additional remarks on the questions above?  
C. INFORMATION IN CONNECTION TO RETURNS AND REFUNDS
Information available regarding returns procedures
Information on return procedures offered?

Select answer:

  • Yes, on a durable medium
  • Yes, but only on website
  • No
Information on return procedures available in the same language purchase was conducted in?

Yes/no:

  • Yes
  • No
Contact information (customer service) available?

Yes/no:

  • Yes
  • No
If you contacted trader via contact form - did you receive a receipt for submission and/or an email confirmation, including your query?

Yes/no:

  • Yes
  • No
Return label provided?

Yes/no:

  • Yes
  • No
Any illegal restrictions on returns?

Yes/no:

  • Yes
  • No
Had to give reason?

Yes/no:

  • Yes
  • No
Additional remarks on the questions above?  
Returning the product
Date of return? Select date [17 January - 11 February]
Returning costs incurred?

Yes/no:

  • Yes
  • No
If yes, please indicate amount  
Please select currency?

Select currency:

  • Euro EUR
  • Bulgarian Leva BGN
  • Czech Koruny CZK
  • Danish Krone DKK
  • British Pound GBP
  • Estonian Krooni EEK
  • Hungarian Forint HUF
  • Icelandic Kronur ISK
  • Latvian Lats LVL
  • Lithuanian Litas LTL
  • Norwegian Krone NOK
  • Polish Zlotych PLN
  • Romanian Lei RON
  • Swedish Kronor SEK
Additional remarks on the questions above?  
Refund
Refund received?

Yes/no:

  • Yes
  • No
Full amount including delivery costs refunded?

Yes/no:

  • Yes
  • No
If no, did trader give reason for not reimbursing (in full)?

Yes/no:

  • Yes
  • No
If trader did give reason for not reimbursing (in full) what was the reason?  
Amount reimbursed?  
Currency in which the trader reimbursed you?

Select currency:

  • Euro EUR
  • Bulgarian Leva BGN
  • Czech Koruny CZK
  • Danish Krone DKK
  • British Pound GBP
  • Estonian Krooni EEK
  • Hungarian Forint HUF
  • Icelandic Kronur ISK
  • Latvian Lats LVL
  • Lithuanian Litas LTL
  • Norwegian Krone NOK
  • Polish Zlotych PLN
  • Romanian Lei RON
  • Swedish Kronor SEK
Date of refund received? Select date [17 January - 11 March]
How was the money refunded?

Select refund method:

  • Via credit card used for purchase
  • Via bank deposit
  • On a cheque
  • Received voucher instead of money
Did any fees apply?

Yes/no:

  • Yes
  • No
Still awaiting refund?

Yes/no:

  • Yes
  • No
Did you end up having any uncovered costs in connection with this purchase?

Yes/no:

  • Yes
  • No
If uncovered costs, please state type of uncovered costs  
If uncovered costs, please state amount of uncovered costs  
If uncovered costs, please state currency of uncovered costs

Select currency:

  • Euro EUR
  • Bulgarian Leva BGN
  • Czech Koruny CZK
  • Danish Krone DKK
  • British Pound GBP
  • Estonian Krooni EEK
  • Hungarian Forint HUF
  • Icelandic Kronur ISK
  • Latvian Lats LVL
  • Lithuanian Litas LTL
  • Norwegian Krone NOK
  • Polish Zlotych PLN
  • Romanian Lei RON
  • Swedish Kronor SEK
Additional remarks on the questions above?  
D. CPC AND OTHER ISSUES
Anything to report to the CPC?

Yes/no:

  • Yes
  • No
If yes - what was the breach about?  
Any other remarks on the purchase process?  

[106] Left column: questions asked; right column: preselected answers provided as drop down.

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– STATE OF THE e-UNION" as chapter 9 of 8.
– STATE OF THE e-UNION" as the preface.

This page forms part of the publication "ONLINE CROSS-BORDER MYSTERY SHOPPING – STATE OF THE e-UNION" as appendix 1.
Version no. 1.0, 2011-08-31
© The Competition and Consumer Authority