Quality E-Shop Recognition Scheme, introduced by Hong Kong Retail Management Association (HKRMA) in 2017provides a comprehensive and objective assessment covering the criteria in different scopes for e-shops in Hong Kong.
The scheme aims at giving recognition to e-shops with different levels of qualities that can be trusted by consumers and develop industry-wide standards and best practices for online retailing in Hong Kong.
2024 SCHEME -
3 TIERS OF RECOGNITION
Quality E-Shop
E-Shop who passes the 18 prerequisites without mystery shopper purchase procrument will be recognized as a “Quality E-Shop”
Quality Trusted E-Shop
E-Shop who passes the 25 prerequisites with mystery shopper purchase procrument will be recognized as a “Quality Trusted E-Shop”
(Premium) Quality Trusted E-Shop
E-Shop passed the 25 prerequisites and attained 90% or above out of total score would be recognized as "Premium Quality Trusted E-Shop" and eligible to join the annual award of "Top 10 Quality E-Shop Award" of that calendar year automatically without any charge
SCHEME FEATURES
Well Recognized Organizer
Providing standardized benchmarking criteria and independent assessment report
Top 10 Quality E-Shop Award
Participating e-shops, who have joined the "All-round Assessment", will enter “Top 10 Quality E-Shop Award” automatically without any extra cost.
To raise consumers' confidence in your e-shop
Participating brands who pass this one-off assessment will be awarded for a 12-month recognition to recognize the trusted online shoppping experience in good quality.
Top 10 Quality Trusted E-Shop Award
Top 10 Quality Trusted E-Shop Award aim to recognize e-shops with best online
customer experience. All participating e-shops, who have joined the All-round Assessment
of Quality E-shop Recognition Scheme in the year, will enter “Top 10 Quality Trusted E-Shop
Award" of the year automatically without any extra cost.
STEP 2: The Association will follow up with participating e-shop
depending on the assessement plan selected to start assessment.
STEP 3: Receive a assessment report in 4 to 6 weeks
STEP 4: (PASS) Get your e-shop recognition logo and certification；
(FAIL) Submit reassessment application
Plan 1 (Standard Plan) - Quality E-Shop Recognition
Standard Plan
E-shop is eligible to apply for "Quality E-Shop" Recognition if 1) it has a registered domain name and provide online check-out; or 2) it runs on e-Marketplace or social media.
Assessment on 18 prerequisites of E-Shop’s Trust and Development including the complaint record in Consumer Council the past 12 months less than the particular percentage of the total annual online orders/ transaction.
E-Shop who passes the 18 prerequisites will be recognized as a “Quality E-Shop".
E-shop who passess the assessment will be granted the recognition logo#, which will be valid for 12 months and can be used on its e-shop or promotional materials to raise consumers’ confidence. Renewal is required before the expiry date and use of expired logo is prohibited.
# The recongition logo is only applicable on the e-shop channel under assessment; the logo granted to website e-shop is not allowed to use in e-shop hosted in marketplace / social media.
Plan 2 (Advanced Plan): Quality Trusted E-Shop Recognition
Advanced Plan
E-Shop is eligible to apply for Quality E-Shop Recognition Scheme if your e-shop has a registered domain name and provides online check-out
"Advanced Plan" covered 25 assessment criteria respectively in the area of E-Shop’s Trust & Development, Customer Experience & Contract Fulfillment
E-shop participating "Advanced Plan" who passes 25 e-shop prerequisites will be recognized as "Quality Trusted E-Shop"
E-shop who passes the assessment will get a recognition logo and certificate, which will be valid for 12 months and can be used on its e-shop or promotional materials to raise consumers’ confidence.
Renewal is required before the expiry date and use of expired logo is prohibited
# The recongition logo is only applicable on the e-shop channel under assessment; the logo granted to website e-shop is not allowed to use in e-shop hosted in marketplace / social media.
Plan 3 (All-round Plan): (Premium) Quality Trusted E-Shop Recognition
All-round Plan
E-Shop is eligible to apply for Quality E-Shop Recognition Scheme if your e-shop has a registered domain name and provides online check-out.
"All-round Plan" covered 65 assessment criteria respectively in the area of E-Shop’s Trust & Development, Customer Experience & Contract Fulfillment.
E-shop participating "All-round Plan" who passes 25 e-shop prerequisties will be recognized as "Quality Trusted E-Shop"; if those e-shop attains 90% or above out of total score will be recognized as "Premium Quality Trusted E-Shop".
E-shop participating "All-round Plan" is eligible to join the annual award of "Top 10 Quality E-Shop Award" of that calendar year automatically without any charge.
E-shop who passes the assessment will get a recognition logo and certificate, which will be valid for 12 months and can be used on its e-shop or promotional materials to raise consumers’ confidence. Renewal is required before the expiry date and use of expired logo is prohibited.
# The recongition logo isonly applicable on the e-shop channel under assessment; the logo granted towebsite e-shop is not allowed to use in e-shop hosted in marketplace / socialmedia.
No Fakes Pledge
The recognized e-shop of HKRMA Full Member Company is eligible to apply for No Fakes Pledge Scheme for FREE, a scheme established by the Intellectual Property Department.
Renewal is required before the expiry date and use of expired logo is prohibited.
The Intellectual Property Department reserves the final approval right.
Please CLICK HERE for details of "No Fakes Pledge" Scheme.
ELIGIBLITY & APPLICATION FEE
Eligiblity
The managing company or the participating e-shop shall:
Have a valid business registration and a physical business address with substantial operation in Hong Kong
Be fully operative for retail business (online / offline) at least a year (calculated from the first transaction date);
Engage in the retail sale of merchandise or the provision of retail services to individual customers in Hong Kong;
Operate on a website with a registered domain name which provide online check-out can join Plan 2 "Advanced Plan" OR Plan 3 "All-round Plan";
E-Shop in e-Marketplace or Social Media platform (Facebook or Instagram), can only join Plan 1 "Standard Plan";
Have no record of trading in counterfeit goods.
Plan 1 (Standard Plan) : Quality E-Shop Recognition
Assessment on 18 prerequisites of E-Shop’s Trust & Development, Customer Experience & Contract Fulfillment
E-Shop who passes the 18 prerequisites will be recognized as a "Quality E-Shop"
"Standard Plan" will NOT involve mystery shopper assessment on purchase; participating e-shop is required to submit transaction proofs as required by the Association to prove the score gained for the session of "Contract Fulfillment".
The recognized e-shops under "Standard Plan" is not eligible for the annual award normination of "Top 10 Quality E-Shop Award".
Paid HK$1,680 e-tailer can enjoy a FREE Standard Plan for "Quality E-Shop Recognition" (Valued HK$1,000)
Plan 2 (Advanced Plan): Quality Trusted E-Shop Recognition
E-Shop is eligible to apply for Quality E-Shop Recognition Scheme if your e-shop has a registered domain name and provides online check-out
"Advanced Plan" covered 25 assessment criteria respectively in the area of E-Shop’s Trust & Development, Customer Experience & Contract Fulfillment.
Participating e-shop who passes 25 e-shop prerequisites will be recognized as "Quality Trusted E-Shop".
The recognized e-shops under "Advanced Plan" is not eligible for the annual award nomination of "Top 10 Quality E-Shop Award".
E-shop who passes the assessment will get a recognition logo and certificate, which will be valid for 12 months and can be used on its e-shop or promotional materials to raise consumers’ confidence.
Renewal is required before the expiry date and use of expired logo is prohibited.
Application Fee
Member: HK$2,000* / Non-member: HK$3,000
* Special Offer
Paid HK$3,180 e-tailer can enjoy a FREE Advanced Plan for "Quality Trusted E-Shop" (Valued at $2,000)
Plan 3 (All-round Plan) : (Premium) Quality Trusted E-Shop Recognition
E-Shop is eligible to apply for (Premium) Quality E-Shop Recognition if your e-shop has a registered domain name and provides online check-out options and comprehensive in good qualities for e-shop operation.
"All-round Plan" covered 65 assessment criteria respectively in the area of E-Shop’s Trust & Development, Customer Experience & Contract Fulfillment, in which with 25 e-shop prerequisites.
E-shop participating "All-round Plan" who passes 25 e-shop prerequisties and attains 90% or above out of total score will be recognized as "(Premium) Quality Trusted E-Shop".
Recognized e-shops under "All-round Plan" will enter "Top 10 Quality Trusted E-Shop Award" of that calendar year automatically without any charge.
E-shop who passes the assessment will get a recognition logo and certificate, which will be valid for 12 months and can be used on its e-shop or promotional materials to raise consumers’ confidence.
Renewal is required before the expiry date and use of expired logo is prohibited.
Application Fee
Member: HK$3,000* / Non-member: HK$4,000
HKRMA New Member & First Application Special Offer
Full Member (Retailers with physical shop)
NEW FullMember or renewed 2022 members who submit its first application will enjoy 50% off discount on "All-round Plan".
E-tailer (Retailers only operate e-shop)
PaidHK$3,180 e-tailer can enjoy the special offer of HK$1,000 to upgrade toAll-round Plan for "Premium Quality Trusted E-Shop" if they first join this plan.
Participating e-shop under Plan 2 (Advanced Plan) or Plan 3 (All-round Plan), who fails the 1st assessment, is allowed to apply for re-assessment within three months with a maximum of two times upon the receipt of 1st assessment report.
Re-assessment Fee:
Plan 2 (Advanced Plan): HK$1,000 / time
Plan 3 (All-round Plan): HK$1,500 / time
Remarks: E-shop under Plan 1 (Standard Plan) is NOT applicable for re-assessment.
TERMS & CONDITIONS
Agreement to Conditions
Participating companies/e-shops are required to abide by all rules and regulations of the Scheme.
HKRMA reserves the right of ownership of all data as well as the assessment methods used in the Scheme.
HKRMA reserves the right of final decision on all matters related to this Scheme and is not required to disclose any of the reasons relating thereto.
Participating companies/e-shops consent to the release to and/ or request for complaint records or information by HKRMA in relation to any allegation received by the Consumer Council and other related government departments or organizations against the participating companies for sale or dealing in pirated or counterfeit goods in the past twelve months.
HKRMA reserves the right to request supporting documents from participating companies/e-shops to prove the above declared information.
HKRMA shall not be responsible or liable in any occasional disputes / allegations between participating company and/ or its e-shop and individual online shoppers.
Confidentiality
All information pertaining to the survey data and findings of individual participating e-shop will be handled with utmost care and strict confidentiality.
Participating e-shops' performance will not be disclosed.
Category
The Association reserves the rights of final decision in the acceptance, assignment and change of category of participating e-shops.
Withdrawal/Disqualification
Withdrawals are not acceptable after the enrolment is received, and the participation fee will not be refunded.
Any false information given relating to the participating company/e-shop may result in disqualification of its entry, and any participation fee paid for the period will not be refunded.
HKRMA reserves the right to suspend or terminate the use of the Recognition Logo if it has reason to believe the participating companies/e-shops have failed to comply with the rules and regulations of the Scheme and to be complained, or if any action is taken against such participating companies/e-shops by Consumer Council, and other related government departments or organizations. The participating companies/e-shops are prohibited to use the logo on its e-shop, related advertisement and promotional materials.
