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Loi Hamon : 9 étapes pour mettre en conformité son e-commerce

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#ecommerce #LoiHamon 13 Juin 2014. Cette loi oblige les cybermarchands à adapter leurs pratiques en matière de livraison, remboursement, et assurance des risques sur les marchandises expédiées. Voici un récapitulatif des principaux changements réglementaires auxquels les e-commerçants devront se conformer pour respecter la loi Hamon sur le commerce électronique.

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Loi Hamon : 9 étapes pour mettre en conformité son e-commerce

  1. 1. Loi Hamon Comment mettre en conformité votre e-commerce en 9 étapes !
  2. 2. CONTEXTE LA LOI HAMON ENTRERA EN VIGUEUR LE 13 JUIN 2014. CETTE LOI VOUS OBLIGE À ADAPTER VOS PRATIQUES EN MATIÈRE DE LIVRAISON, REMBOURSEMENT, ET ASSURANCE DES RISQUES SUR LES MARCHANDISES EXPÉDIÉES. Voici un récapitulatif des principaux changements réglementaires auxquels vous devrez vous conformer pour respecter la loi Hamon sur le commerce électronique. 1/9 Obligation légale d’information 4/9 Mention des moyens de paiement 7/9 Votre colis revient en mauvais état ? 2/9 Obligation de paiement 5/9 Confirmation du contrat de vente 8/9 Conditions de livraison 3/9 Conformité du tunnel de conversion 6/9 Délais légaux 9/9 Barème des sanctions
  3. 3. OBLIGATION LÉGALE D’INFORMATION INFORMEZ CLAIREMENT VOTRE CLIENT DE VOS CONDITIONS DE VENTE AVANT LA VALIDATION DE SON PANIER D’ACHAT. Identité Coordonnées Caractéristiques Produits Garantie légale de conformité Modes de livraison Restrictions géographiques Délai de livraison Frais de livraison Délai de Rétractation Moyens de paiement Délais de remboursement Droit de rétractation Prix 1/9
  4. 4. OBLIGATION DE PAIEMENT VOTRE CLIENT DOIT ÊTRE PLEINEMENT CONSCIENT DE L’IMPLICATION D’UN PAIEMENT IMMÉDIAT ET S’ENGAGE À PAYER DÈS QUE LA VALIDATION DE LA COMMANDE EST CLAIREMENT IDENTIFIÉE. 2/9
  5. 5. CONFORMITÉ DU TUNNEL DE CONVERSION POSSIBILITÉ POUR VOTRE CLIENT DE REVENIR EN ARRIÈRE POUR MODIFIER LES INFORMATIONS SAISIES ET INTERDICTION DE PRÉ-COCHER DES CASES POUR L’AJOUT DE PRODUITS COMPLÉMENTAIRES. 3/9
  6. 6. MENTION DES MOYENS DE PAIEMENT INFORMEZ VOTRE CLIENT DES MOYENS DE PAIEMENT ACCEPTÉS DÈS LE PANIER D’ACHAT (DÉBUT DU PROCESSUS D’ACHAT) POUR QU’IL PRENNE CONNAISSANCE DES RESTRICTIONS ÉVENTUELLES. 4/9
  7. 7. CONFIRMATION DU CONTRAT DE VENTE APRÈS LA VALIDATION DE LA COMMANDE DE VOTRE CLIENT, ENVOYEZ LUI UN MAIL DE CONFIRMATION RÉCAPITULANT L’ENSEMBLE DE SA COMMANDE CLIENT. 5/9
  8. 8. DÉLAIS LÉGAUX 6/9 Délais de livraison des produits commandés : 30 jours Délais de remboursement : 14 jours (au lieu de 30) pour rembourser le client par le même moyen utilisé pour le paiement. Délais de rétractation de votre client : 14 jours (au lieu de 7) ATTENTION Si votre client souhaite se rétracter et se faire rembourser, il doit vous fournir une preuve d’envoi attestant de la restitution des marchandises à son fournisseur.
  9. 9. VOTRE COLIS REVIENT EN MAUVAIS ÉTAT ? POUR VOUS ÉVITER LES RETOURS D’OBJETS ENDOMMAGÉS, VOUS POUVEZ DIFFÉRER LE REMBOURSEMENT JUSQU’À LA RÉCEPTION DES BIENS OU D’UNE PREUVE DE RÉEXPÉDITION PAR L’ACHETEUR. 7/9 ATTENTION Si vous décidez de retarder le remboursement envers votre client vous encourez : Une majoration de 10% du montant à rembourser au delà de 10 jours après réception du produit ou de la preuve de sa réexpédition. Majoration jusqu’à 50% au delà de 60 jours de retard.
  10. 10. CONDITIONS DE LIVRAISON FRAIS DE TRANSPORT 8/9 Ils sont à la charge du client, qui doit être informé préalablement à l’achat du montant des frais de port. En cas de rétractation vous devez rembourser intégralement les frais de livraison préalablement réglés par le consommateur lors de sa commande. ATTENTION La loi plafonne le remboursement au coût de mode de livraison standard le plus économique. Les frais de retour peuvent être à la charge du client à condition de l’avoir préalablement stipulé clairement sur votre site. Dans le cas contraire, ils seront par à votre charge pour défaut d’information suffisante.
  11. 11. CONDITIONS DE LIVRAISON RISQUES SUR LES MARCHANDISES 8/9 Vous êtes présumé responsable en cas de perte, vol, avarie, détérioration au cours du transport du colis par son prestataire de service. ATTENTION Les clauses faisant porter au consommateur la responsabilité pécuniaire des risques durant le transport ou proposant une assurance transport deviennent illicites et exposent leurs émetteurs à des amendes.
  12. 12. BARÈME DES SANCTIONS RÔLE DE LA DGCCRF RENFORCÉ 9/9 En plus de pouvoir saisir le juge administratif ou judiciaire, la DGCCRF peut infliger des sanctions en cas de non respect de ses injonctions. Ces sanctions varient de l’interdiction de prendre des paiements à une amende allant de 3 000 € à 15 000 €.
  13. 13. www.lengow.com contact@lengow.comblog.lengow.com @lengow SOURCES: http://www.economie.gouv.fr/loi-consommation/mesure/e-commerce http://www.legifrance.gouv.fr/

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