How Secure is www.SuperEtrader.co.uk

Building Trust Online - FACILITATING TRUST IN INTERNET SHOPS   The Security of www.SuperEtrader.co.uk, www.SuperGPS.co.uk & www.SuperMio.co.uk Internet shopping is safe where you see this sign: http://www.imrg.org/ISIS © IMRG November 2003 This document sets out a summary of the four major challenges associated with trust and confidence of online shopping, and how SuperEtrader.co.uk and its associated websites address security issues raised by its customers, to gain trust and establish relationships with consumers. Security of making a Payment Proving Identity Online Quality of Service Dispute Resolution www.SuperEtrader.co.uk is registered with ‘The Internet Shopping Is Safe’ (ISIS) programme, which works to gain consumer confidence in internet shopping, raise industry standards, and enable reputable online merchants to compete for trade on a level playing field. IMRG: the industry body for global e-retailing, 5 Dryden Street, Covent Garden, London. WC2E 9NB http://www.imrg.org/ Internet shopping offers consumers significant benefits including the convenience of shopping when they like, having goods delivered, extended choice of goods on offer from online shops, as well as saving time and money. It is said online shopping is growing 15 times faster than bricks-and-mortar retailing. Public awareness of how to shop online safely is growing all the time. More importantly, the online shopping environment itself is improving rapidly thanks to the wide recognition of industry standards, new payments solutions, strong legislation and the strenuous efforts of committed merchants and facilitators throughout the world who now have several years' experience under their belts. A lack of confidence in online stores remains the primary factor in stopping consumer trading and buying from online retailers like SuperEtrader.co.uk. This is hardly surprising given that shopping online is new to so many people. For e-commerce to work well, all participating parties – online stores, payment facilitators, shippers and consumers - must play their part in a responsible manner.

Security of making a Payment

1. Security in ONLINE PAYMENTS Consumers claim to have less confidence in Internet shopping transactions than in physical transactions; according to a recent survey from MasterCard, 90% believe that their card information is susceptible to being somehow intercepted and then used to make fraudulent purchases. Yet in truth, the card fraud that does occur on the Internet does not generally stem from interception of information transmitted over the Internet. In fact, according to APACS (the Association of Payment and Clearing Services), which monitors card transactions in the UK, fraudulent internet transactions are mostly the result of the card details being illegally 'skimmed' (copied using an electronic card reader) in a physical environment - the restaurant, the bar, the petrol station, cash machine. The Internet unfortunately is a natural channel for the use of this fraudulently obtained information - but it is not the source of it. An Online payment is at least as safe as physical-world payment. Trust mark logos like ISIS, displayed on the retailer’s site, help consumers avoid the likelihood of security problems in the first place.   1.1 How secure Internet payment works A number of processes are now employed by online retailers to ensure that security priorities of the consumer are met: Encryption - keeping card details safe: This is the process by which card details are 'scrambled' for transmission over the Internet, to ensure that they cannot be intercepted. Encryption is achieved through a technology called Secure Sockets Layer (SSL). You will know when a site is protected by SSL, a ‘Golden’ padlock icon or a key symbol appears at the bottom right of your screen and the beginning of the site’s web address changes from 'http' to 'https'. E.g. http://www.superetrader.co.uk/ to https://www.superetrader.co.uk/ If neither of these items appear on a website then you cannot transact with the site securely and you should not submit any confidential personal information, including card details, to that site.   Securing the retailer: Retailers like ourselves are experts in the business of retailing, not in security of online financial transactions. For this reason, we choose to leave the capture, processing and security of card details entirely to a bank or a specialist PSP (Payment Services Provider), both of which provide high levels of security. SuperEtrader use the trusted WorldPay Service. When processing your order through our shopping cart, you will be passed seamlessly to the WorldPay website who will take your card details and transaction securely. Please look out for the ‘Golden’ padlock on our site. When imputing your details, for your security, WE the retailer do not see, store or have access to your card details. The transaction is processed by the bank / PSP in a secure environment; the only thing passed onto ourselves is the funds and a record of security checks via email. WorldPay provides these services to both large and small retailers alike, so that you can enjoy the same level of security whether you are shopping from an established brand or a smaller operation. 1.2 The multiple ways in which online shoppers are protected Consumers are well protected when, once in a while, the online shopping process doesn’t work as smoothly as it might: The Card Scheme Rules mean consumers are not liable for online purchases carried out without their authority; Consumer credit law in the UK means that consumers can 'charge back' (claim a refund from their bank) on items that they have bought on a credit card and that are damaged/not fit for purpose/delivered late, etc.; Distance Selling Regulations mean that consumers have a cooling-off period, in which they can return the goods or cancel the service agreement with no penalties as long as goods are as new; Trust mark schemes like ISIS (Internet Shopping is Safe - www.imrg.org/isis) and its associated SAFE SHOPS LIST certify that participating retailers (identifiable by the ISIS logo displayed on their websites) have pledged to abide by appropriate codes of conduct.

Proving SuperEtrader is who we say we are

2. PROVING IDENTITY ONLINE One fundamental requirement of Internet shopping has, remained an inflexible problem: proving the merchant's identity online. Clearly, it is highly risky for consumers to shop with 'bad' companies. But the vast majority of retailers are not 'bad', so how can consumers avoid the few who are? 2.1 The Problem The non-face-to-face nature of internet shopping, needs a robust, independent identity verification mechanism to be in place and properly managed; this is required both to enable consumers to know that shops are who they claim to be and are secure to deal with, and to provide a framework in which to deal with shops that are not consistently up to scratch for whatever reason. When a consumer sees an ISIS logo on a merchant's site they can click on it to open a new page that links through to the secure ISIS SAFE SHOPS site. The ISIS page they land on signals the status of that individual merchant's ISIS registration and also offers consumer advice and guidance in the form of 'TOP TEN TIPS' and comprehensive 'ONLINE SHOPPING GUIDELINES', both of which are approved by industry and Government. A store displaying this logo has: Registered with the ISIS programme and subscribed to its principles which require it to trade in a manner that is LEGAL, DECENT, HONEST, TRUTHFUL and FAIR; Had its site and service reviewed and monitored by IMRG; Had its Business, VAT and Data Protection registrations checked by IMRG.

Quality of SuperEtraders Service

3. QUALITY OF SERVICE "Would you buy stuff from someone you've never heard of before?" We all buy things every day from shops in the High Street. We don't worry about it because we are used to the experience and gives us confidence to trade with the seller. But 'distance selling', however, is different. Confidence in the quality of service you can reliably expect is important in all retailing, but in Internet shopping it is critical. The key issue for our customers is that they need to know where they stand when shopping online: A few of the 'bad' internet shops have ever been rogues, giving the genuine online traders like ourselves a bad reputation; most mess up because they either don't know what they are doing or don't take enough care in the new free-for-all internet shopping market. The dot com crash of 2000 cleared out most the ‘cowboys’. Part of the problem has been a lack of commonly adopted e-retail standards: How quickly should emails be answered? What information and images should be available to someone trying to buy a product? What happens if I'm out when the goods are delivered, or they're not what I want? What can I do if it all goes wrong? When you walk into a shop in the high street you know largely what to expect - how the infrastructure works, and how to select and pay for goods. Not only is the online shopping experience radically different from a bricks-and-mortar equivalent, but Internet merchants often set up their operations in a variety of confusingly different ways that are often idiosyncratic for no apparently logical reason. Here at SuperEtrader, our customers are the most important part of our business. They are the reason we exist. We have made sure all security issues are in place, emails will be answered as soon as is humanly possible, and all deliveries will be delivered next working day. (See shipping T&C) 3.1 The Problem That Internet shoppers aren't generally interested in poor stock, emails that remain unanswered for a week, and 28-day delivery. Some of the worst internet shopping experiences ever served up have been delivered by the biggest retail brands, making a mockery of the mantra: "Only shop online with merchants you know and trust." They may be fine in the high street, but are they any good online? As an online only business we do not have the luxury of being lazy in our fulfilment of your order. We need to get it right first time, or we will lose your custom forever. We aim to better the service of our competitors, and exceed most consumers' expectations. We aim to stay ahead of competitors and constantly differentiate our service - to set our standards not 'Industry Standards'. We strive to set a quality of service expectations that no other merchant can match. 3.2 The Solution The cornerstone on which better e-retail service can be built is a practical benchmark of current Best Practice that is continually developed and freely distributed by the industry. The IMRG Code of Practice for e-Retailing. Ever since its inception in 1997, the IMRG Code has been the evolving output of an iterative process involving merchants, technicians, banks, lawyers and politicians debating, challenging and often arguing about what constitutes a practical benchmark of current Best Practice. The IMRG Code serves merchants as an invaluable checklist for their site developers and a handy guide on the legal requirements they are obliged to meet. It is regularly updated, with input from and review by leading merchants and facilitators, including major legal firms. Merchants participating in the ISIS SAFE SHOPS LIST scheme benefit and gain confidence from their annual re-registration, as this requires them to check and confirm that their e-retail operation is 'legal' and matching customers' reasonable expectations, as succinctly defined by the IMRG Code. Many e-retailers, especially SMEs working in isolation are exposed to problems that can easily be avoided by the networking of critical information: fraudster activity; legislative changes; hacker and virus attacks, and so forth. The ISIS SAFE SHOPS LISTS scheme also addresses this problem: IMRG provides, as part of the ISIS programme, email alerts' and 'industry updates' to registered merchants, enabling them to tap into the IMRG community - the mainstream e-retail industry network - for help and advice, when necessary.