{"id":6466,"date":"2018-02-05T14:52:14","date_gmt":"2018-02-05T13:52:14","guid":{"rendered":"https:\/\/www.vsv-versandhandel.ch\/?page_id=6466"},"modified":"2026-07-08T11:26:59","modified_gmt":"2026-07-08T09:26:59","slug":"ombudsstelle-e-commerce","status":"publish","type":"page","link":"https:\/\/handelsverband.swiss\/fr\/members\/ombudsstelle-e-commerce\/","title":{"rendered":"Service de m\u00e9diation e-commerce"},"content":{"rendered":"<h4 style=\"text-align: left;\"><strong>\u00ab NOUS SOUTENONS LE SERVICE DE M\u00c9DIATION D\u00c9DI\u00c9 AU E-COMMERCE, CAR IL APPORTE UNE CONTRIBUTION PR\u00c9CIEUSE \u00c0 UN COMMERCE EN LIGNE \u00c9QUITABLE ET <\/strong><strong>DIGNE DE CONFIANCE. \u00bb<\/strong><\/h4>\n<p style=\"text-align: left;\">Bernhard Egger, Directeur de l&#8217;ASSOCIATION DE COMMERCE.swiss<br \/>\n<a href=\"https:\/\/konsum.ch\/de\/ombudsstellen\/ombudsstelle-e-commerce\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-24118 size-full\" src=\"https:\/\/handelsverband.swiss\/wp-content\/uploads\/2022\/03\/obs_ecommerce_200.png\" alt=\"\" width=\"200\" height=\"200\" srcset=\"https:\/\/handelsverband.swiss\/wp-content\/uploads\/2022\/03\/obs_ecommerce_200.png 200w, https:\/\/handelsverband.swiss\/wp-content\/uploads\/2022\/03\/obs_ecommerce_200-150x150.png 150w\" sizes=\"auto, (max-width: 200px) 100vw, 200px\" \/><\/a><\/p>\n<p>Le <a href=\"https:\/\/konsum.ch\/fr\/ombudsstelle-e-commerce\/\" target=\"_blank\" rel=\"noopener\">service de m\u00e9diation \u00ab Ombudsstelle E-Commerce \u00bb<\/a> est disponible pour tous les consommateurs, mais aussi pour les commer\u00e7ants en ligne, afin de permettre un traitement neutre des litiges.<\/p>\n<h5>Qui peut s\u2019adresser au service de m\u00e9diation e-commerce ?<\/h5>\n<p>\u00c0 eux seuls, les membres de l\u2019ASSOCIATION DE COMMERCE.swiss g\u00e9n\u00e8rent chaque ann\u00e9e plus de 45 millions de commandes, qui, dans la tr\u00e8s grande majorit\u00e9 des cas, se d\u00e9roulent sans le moindre probl\u00e8me. Le commerce en ligne \u00e9tant consid\u00e9r\u00e9 comme la forme de commerce la plus complexe \u2013 les consommateurs et les commer\u00e7ants se rencontrant rarement en personne \u2013, il n\u2019est pas exclu qu\u2019un d\u00e9saccord puisse parfois survenir. Si un consommateur et un commer\u00e7ant ne parviennent pas \u00e0 trouver un accord, les deux parties peuvent s\u2019adresser au service de m\u00e9diation afin de solliciter une proc\u00e9dure de m\u00e9diation.<\/p>\n<h5>Quel est l&#8217;objectif du service de m\u00e9diation e-commerce ?<\/h5>\n<p>L&#8217;objectif premier est bien s\u00fbr de r\u00e9soudre les litiges entre les consommateurs et les exploitants de boutiques en ligne. Mais il est toutefois tout aussi important d\u2019identifier les v\u00e9ritables probl\u00e9matiques du commerce en ligne en Suisse afin de d\u00e9tecter rapidement les \u00e9volutions pr\u00e9occupantes. Le service de m\u00e9diation a \u00e9galement pour vocation de contribuer \u00e0 l\u2019information et \u00e0 la sensibilisation des acheteurs en ligne, ainsi qu\u2019\u00e0 promouvoir les bonnes pratiques permettant de renforcer la s\u00e9curit\u00e9 des consommateurs.<\/p>\n<p>Vous pouvez contacter le <a href=\"https:\/\/konsum.ch\/fr\/ombudsstelle-e-commerce\/\" target=\"_blank\" rel=\"noopener\">service de m\u00e9diation pour le e-commerce<\/a> soit via le <a href=\"https:\/\/konsum.ch\/fr\/rechtsberatung\/\" target=\"_blank\" rel=\"noopener\">formulaire de contact<\/a>, soit par t\u00e9l\u00e9phone au +41 31 380 50 34.<\/p>\n<p>Pour les demandes t\u00e9l\u00e9phoniques, le service de m\u00e9diation est joignable aux jours suivants :<\/p>\n<ul>\n<li>lu \u2013 ve\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 09h00 \u2013 12h00<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00ab NOUS SOUTENONS LE SERVICE<\/p>\n","protected":false},"author":1499,"featured_media":0,"parent":6659,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-6466","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - 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