Customers at the centre of attention

A user who is a consumer may initiate out-of-court proceedings to resolve a complaint and pursue claims before the Permanent Arbitration Consumer Court at the Provincial Inspector of Trade Inspection in Poznań. Information on how to initiate such proceedings and on the dispute settlement procedures can be found at http://www.uokik.gov.pl in the “Consumer dispute settlement” tab (Polish: “Rozstrzyganie sporów konsumenckich”). Consumers may also use the EU ODR platform available at: http://ec.europa.eu/consumers/odr/. Detailed information on how to file a complaint is available here. ⁴

⁴ https://allegro.pl/pomoc/faq/system-rozstrzygania-sporow-konsumenckich-odr-AVXxBkejdFe

• Buyer Protection Programme
• Rights Protection Cooperation Programme
• Preventing the sale of counterfeit items on the platform
• Reporting violations of rights and responding quickly
• Cooperation with government agencies to withdraw products that do not meet certain standards or are not allowed on the market:
  • Signing the Memorandum of Understanding on the sale of counterfeit goods on the internet facilitated by the European Commission
  • Cooperation with the Office of Competition and Consumer Protection (UOKIK) and with municipal and district consumer advocates, including joint consultations, opinions and analyses
  • joining the Anti-Smog Coalition together with the Polish Smog Alert and the Office of Competition and Consumer Protection
• Rules on Forbidden and Restricted Items
• Safe Online Shopping programme (Bezpieczne z@kupy w sieci)
• My Sales Quality – transparent feedback from buyers.

Thanks to the guaranteed seamless shopping experience at every stage of the process, as many as 91% of our customers consider shopping on the Allegro platform safe. They can rely on the recommendations and comments submitted by other customers. To make sure customers can enjoy even better protection, Allegro introduced the Buyer Protection Programme, which guarantees they will recover their money should any problems with their purchase arise.

Protection extends to all offers on Allegro and Allegro Lokalnie where the payment was made by bank transfer or via the platform. Customers who experienced issues with a transaction on Allegro (e.g. did not receive the purchased products or a refund after withdrawing from the contract, or the received product does not fit the description or has arrived damaged) are eligible for a refund of up to PLN 10,000. The reporting procedure is simplified to the bare minimum (e.g. consumers no longer need to enter their bank account number on the BPP form). It is sufficient to complete an online form, which is made even simpler if the issue was reported in a discussion started on the platform.

In a 2021 NPS (Net Promoter Score) survey carried out among customers using the BPP, Allegro achieved a result of +80.02 (the highest possible score being 100). The BPP is the main driver for the Convenience Index of the Post-Purchase Processes (C-Index for the BPP is over 9, the highest possible score being 10). This means that most customers recommend Allegro as a safe place to shop, and the BPP is well received.

The Rights Protection Cooperation Programme was created to eliminate illegal items and service offers from Allegro.

We verify reports regarding violations of:

• industrial property rights (for example, selling counterfeit items)
• copyright (for example, the use of images without the copyright owner’s permission).

We protect:

• brand owners’ rights
• merchants, often unaware of violations, from legal consequences
• buyers from purchasing goods which violate the law.

In addition, we want to raise awareness of intellectual property rights, their protection, and violations.

To protect buyers, Allegro works with owners of exclusive rights under the Rights Protection Cooperation Programme, with over 1,700 brands currently on board. We also partner with the leading brands by enforcing the Memorandum of Understanding on the sale of counterfeit goods on the internet.

Allegro was one of the first European companies to join the Product Safety Pledge. This is an initiative of the European Commission and the largest e-commerce platforms aimed at ensuring consumer safety and educating customers. The Product Safety Pledge supports national and European market surveillance authorities in eliminating dangerous products from the market.

Allegro’s joining this initiative is an important aspect of our presence in Brussels as one of the largest European technology companies and strengthens credibility in our relations with EU institutions that want to leverage our 22+ years of experience in and knowledge of consumer protection on the internet.

As a signatory of the Product Safety Pledge, we have launched a dedicated website, to inform our customers about Allegro’s commitments under this mechanism. We have also provided answers to frequently asked questions such as: Why was my offer removed? Where can I find information on unsafe products? What is the Safety Gate? Who decides if my product is unsafe? We have also provided links to the Safety Gate database and competent national authorities.

Every day, Allegro reviews new listings against the list of dangerous products in the Safety Gate and monitors alerts issued by Polish authorities.

Ensuring safety to buyers, we make sure that our marketing messages are always clear, unambiguous and true. We also require the same from companies that advertise their goods on our platform. Everyone must comply with the Terms and Conditions of Selling and Displaying Ads on Allegro.pl, and our Ads Service is regulated by the Ads Service Terms and Conditions.

Selling and displaying advertisements is regulated by:

• Terms and Conditions of Selling and Displaying Ads on Allegro.pl
• Terms and Conditions of Ads.

The company ensures the message stays clear and unambiguous across all channels of communication with the customer, including marketing materials, and the company’s business model has been designed with the best interest of the customer in mind.

[GRI 417-3]

In 2021, we did not report a single case of non-compliance with regulations or voluntary codes regulating marketing communication.