Maître Céline PERO ARMETTA

Avocat au barreau de Lyon

Compétences : Droit des sociétés, Droit commercial, des affaires et de la concurrence

Barreau : Lyon

Adresse : 139 rue Vendôme 69477 LYON CEDEX 06

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Publié le 10/10/2016

E-Commerce : Remboursement des clients et processus d’achat

Article juridique - Droit commercial, des affaires et de la concurrence

Par Me Céline PERO ARMETTA

E-Commerce : Remboursement des clients et processus d’achat

Le remboursement des clients

Le e-commerçant doit rembourser la somme versée par le client pour acquérir le produit en ligne, ainsi que les frais de livraison.

Aussi, nous recommandons aux sites marchands proposant des produits dont les coûts de transport sont très différents, de détailler les frais de livraison de chaque produit à la commande. Ainsi, un client achetant un piano et une partition de musique et souhaitant se rétracter uniquement sur la partition, ne sera remboursé que des frais de livraison relatifs à cet article.

En revanche, les frais de retour restent à la charge du client. Pour cette raison, il est obligatoire de préciser le coût de transport des produits volumineux sur les fiches produits.

Un site de vente en ligne est autorisé à décoter un produit retourné trop usagé. Il est cependant conseillé de le préciser dans les conditions générales de vente.

Le client doit être remboursé dans les 14 jours à compter de la date de sa rétractation. Il dispose du même délai pour renvoyer les produits non satisfaisants. Le e-commerçant peut différer le remboursement jusqu’à récupération des biens ou obtention d’une preuve d’expédition fournir par le client.

Règles applicables au processus de commande

Des obligations pour le e commerçant résultent de la loi du 17 mars 2014 sur la consommation.

Le processus de commande [aussi appelé « tunnel d’achat »] doit inclure avant la validation finale un récapitulatif des produits sélectionnés par le client mentionnant les caractéristiques essentielles des articles et le prix global.

Aucune case recueillant le consentement de l’acheteur ne doit être pré-cochée (l’ajout d’une assurance complémentaire ou la validation des conditions générales de vente par exemple).

Le bouton permettant de valider la commande doit être sans ambiguïté, l’acheteur doit comprendre qu’il devra payer à la fin du processus.

Les formules telles que « Valider la commande » ou « Passer à l’étape suivante » doivent être abandonnées au profit de « régler la commande » ou « validation de la commande et paiement » par exemple.