To consumers who have used shops that have introduced TradeSafe Trustmark
Consumers who consented to “I’ll Receive TradeSafe Anshin Compensatory Service” when they purchased a product covered by TradeSafe Trustmark using the shopping cart are eligible for TradeSafe Anshin Support Service.
TradeSafe Anshin Support consists of “TradeSafe ADR Service” and “TradeSafe Anshin Compensatory Service.” The former is designed to promote a solution, with TradeSafe and “general incorporated association EC Network (TradeSafe’s comprehensive business partner),” an ADR executing agency, acting as mediators, and helping resolve the dispute, by interviewing both sides and presenting an objective solution strategy. The latter is designed to make a Consolation Payment up to 100,000 yen to consumers based on the prescribed requirements.
Please read this when you use TradeSafe Anshin Support.
Procedure for TradeSafe Anshin Support
When you make a purchase using the shopping cart of an online shop that has introduced TradeSafe Trustmark, “a TradeSafe Anshin Support mail” will be sent to you.
In case such troubles as “the product not having arrived” and “the wrong product having been delivered” have occurred―
Please make a direct inquiry to the online shop first.
In case a solution of the problem between the two parties, such as “I can’t contact the online shop” and “I can’t accept their response,” is difficult to reach―
You can find the e-mail address in the TradeSafe Anshin Support mail.
TradeSafe and general incorporated association EC Network will go between the two parties and support the solution of the trouble by presenting a solution strategy, for example.
Depending on the situation, there are cases where we will go on to making an assessment in relation to “TradeSafe Anshin Compensation.” In that case, TradeSafe will inform you to that effect.
- ※This service does not guarantee a solution.
- ※Shops belonging to online shopping malls (Yahoo! Shopping and Rakuten Ichiba) are not eligible for Anshin Compensatory Service (Consolation Payment).
Please check the following before you use TradeSafe Anshin Support.
Is the product you have purchased covered by TradeSafe Trustmark?
Please note that if it is not,you will not be eligible for “TradeSafe ADR (Alternative Dispute Solution) Service” or “TradeSafe Anshin Compensatory Service (Consolation Payment).”
When purchasing, did you consent to “I’ll Receive TradeSafe Anshin Compensation”?
Please note that if you didn’t, you will not be eligible for “TradeSafe ADR (Alternative Dispute Solution) Service ”or “TradeSafe Anshin Compensatory Service (Consolation Payment).”
If you check the “I Consent to Have Ordering Information Sent by TradeSafe” box when purchasing a product, shopping information necessary for receiving “TradeSafe Anshin Support” will be sent to TradeSafe.
Clients who have not received a TradeSafe Anshin Support mail are requested to notify TradeSafe at firstname.lastname@example.org of “the name,” “the details of the trouble,” “the ordered product” and “the name of the shop where the purchase was made.”
※Depending on the system, there are cases where “Anshin Support Mail” is not sent due to the absence of the checkbox mentioned above.
In this case, the order confirmation mail sent directly from the shop has a description about “TradeSafe Anshin Support,” through which you can receive the support. This will not be notified to TradeSafe, so when you make an application, you are requested to enter relevant information which will be checked against that held by the shop.
Did you make the purchase using the shopping cart?
Please note that products purchased by telephone, FAX and e-mail are not covered by “TradeSafe Anshin Support.”
Have you made an inquiry to the online shop directly?
If not, please do so first.
Please read “Matters to Be Understood.”
Please read “Matters to Be Understood before Application” before making an application for TradeSafe ADR.
Matters to Be Understood before Application
What ADR covers
Application is accepted only when the consumer who has purchased a product with the display of TradeSafe Trustmark using the shopping cart has applied for himself. Purchases made by FAX, e-mail or telephone are not covered by the service.
Troubles covered by the service are ones concerning “whether or not the purchased product has been delivered in the right way,” such as the purchased product being broken, the product not having arrived and the wrong product having been delivered.
The service does not guarantee the quality, performance and effects of the products, the authenticity of brand-name products, etc.
Executor of ADR
We entrust actual solution support to “general incorporated association EC Network,” a private nonprofit corporation.
EC Network is an organization highly trusted at the EC market which was established to take over the accomplishment of demonstration experiment conducted by Ministry of Economy, Trade and Industry. By consigning execution, we ensure impartiality as a neutral third party between the consumer and the online shop that has introduced TradeSafe Trustmark.
Before application, please understand that all the personal information of the consumer who has applied for this ADR (Alternative Dispute Resolution) Service will be provided to executor EC Network, a middle-natured corporation with the limited liability.
Scope of ADR
TradeSafe ADR (Alternative Dispute Resolution) Service is designed to support dispute resolution by listening to the positions of both sides and mediate for a solution as a neutral third party between the consumer and the online shop, and does not guarantee a solution.
Member online shops granted Trustmark have joined in this ADR Service in a sincere manner and pledged to agree to mediation. TradeSafe and EC Network are private organizations, and do not “supervise enterprises” or “expose or crack down on crimes” with legal authority or mediate as legal specialists.
Expense for ADR
Consumers can use the service free of charge.
But they have to pay the expenses for communication such as the use of e-mails.
About the handling of personal information
The personal information of the client and the other party is used only for the purpose of resolving disputes. Depending on the situation, there are cases in which the information is disclosed to the client, the other party and/or specialists such as a commissioned lawyer. In cases other than this, the personal information of the client and the other party will not be provided to any third parties or made public in such a way as to enable the identification of a specific individual without the prior consent of the persons concerned.
Procedure for Applying for TradeSafe ADR (Alternative Dispute Resolution) Service
Please make an inquiry to the online shop.
- Please inform the online shop by phone or mail about the dissatisfaction or doubt about the product you’ve purchased.
- Please explain how things are and try to solve the problem by requesting a product return or exchange or by other means.
※We recommend making contact promptly after the product has arrived as there are cases where the warranty period set by the transport company or the online shop is short.
※In case there is a serious trouble such as “The product hasn’t arrived although I paid for it, and I can’t make contact with the online shop,” please contact us immediately using the Inquiry Form.
In case you haven’t been able to reach a solution even though you have made an inquiry to the online shop
In case you haven’t been able to reach a direct solution for a trouble such as “I can’t accept that” or “I can’t make contact with the shop,” please apply for TradeSafe ADR (Alternative Dispute Resolution) Service using the special form.
After you have made an application, a reception confirmation mail will automatically be sent to your contact e-mail address entered in the form. Please check it.
※In case the reception confirmation mail hasn’t arrived, it is probable that the wrong e-mail address has been entered or there has been a limit on message reception. We’re sorry to bother you, but we’d appreciate it if you’d inform us to that effect using the Inquiry Form.
Procedure for ADR Support
TradeSafe and ADR executing agency EC Network will check the details of your application first. After checking, we will follow the procedure for dispute resolution concerning the trouble to which we have judged it appropriate to apply the service.
※Please note that depending on the content of the application, there are cases where the procedure for dispute resolution will not be carried out.
As for making contact, an adviser at EC Network will send you an e-mail directly. There are cases where the confirmation of the state of things is necessary or he will ask you to hand in necessary materials. In those cases, we’d appreciate it if you’d cooperate.
※About the progress after the acceptance of the application, we make it a practice to inform you as soon as possible, but when there are holidays in between or we are pressed with many cases, we might have to ask you to wait for a little while.
In case the service has not led to a solution
In case this ADR (Alternative Dispute Resolution) Service has not led to a solution, depending on the situation, there are cases where we will go on to making an assessment in relation to “TradeSafe Anshin Compensation.” In that case, TradeSafe will inform you to that effect.
※Please read “Matters to Be Understood before Application” in advance and apply if you consent to them.