The document discusses the findings of a survey conducted by Ecommerce Europe on barriers to cross-border e-commerce. It summarizes that 61% of respondents are already selling goods/services cross-border, with multi-channel/omni-channel companies most likely to do so. Bigger companies, as measured by number of employees, are more likely to engage in cross-border sales. The diversity of the e-commerce sector is highlighted through the variety of company types, sizes, activities, and shipping volumes that responded to the survey.

2. www.ecommerce(europe.eu++ 3+
Introduc)on*
+
Digital+changes+the+way+consumers+shop+and+the+way+consumers+wish+to+receive+
their+ purchases.+ Nearly+ all+ growth+ in+ retail+ comes+ from+ e(commerce.+ The+ e(
commerce+ sector+ is+ booming.+ However,+ the+ full+ poten?al+ of+ the+ European+ e(
commerce+market+has+not+yet+been+reached.+Today+65%+of+European+internet+
users+shop+online,+but+only+16%+of+SMEs+sell+online+(+and+less+than+half+of+those+
sell+ online+ across+ borders+ (7.5%).+ As+ the+ voice+ of+ the+ e(commerce+ industry,+
Ecommerce+Europe+provides+EU+policy+makers+and+companies+with+first(hand+
informa?on+and+workable+solu?ons+for+the+obstacles+online+businesses+s?ll+face+
when+trying+to+sell+goods+and/or+services+in+other+EU+Member+States.++
+
To+this+purpose,+Ecommerce+Europe+launched+the+“Cross(border+E(commerce+
Barometer”+ amongst+ its+ European(wide+ membership+ base+ in+ Q1+ 2016.+ The+
barometer+is+a+measurement+of+the+barriers+online+merchants+s?ll+face+when+
trying+ to+ expand+ their+ business+ cross(border.+ The+ Cross(border+ E(commerce+
Barometer+ 2016+ has+ taken+ the+ findings+ of+ the+ survey+ Ecommerce+ Europe+
conducted+in+2015+and+goes+even+more+into+detail+by+performing+an+in(depth+
research+on+the+main+barriers+to+cross(border+e(commerce+discovered+last+year:+
Legal+fragmenta?on,+taxa?on+(VAT)+and+logis?cs/distribu?on.+We+will+conduct+
the+ barometer+ study+ each+ year+ to+ measure+ progress+ in+ removing+ barriers+ to+
cross(border+e(commerce.+In+this+way+we+can+provide+the+EU+policy+makers+with+
detailed+facts+&+figures+about+issues+which+(+according+to+online+merchants+(+s?ll+
require+immediate+solu?ons.+Addi?onally,+we+dedicated+a+part+of+the+survey+on+
ques?ons+to+analyze+merchants’+a`tudes+towards+the+increasing+globaliza?on+
of+e(commerce.+
+
+
Ecommerce+Europe+wants+to+work+together+with+all+European+stakeholders+to+
rapidly+ remove+ the+ remaining+ barriers+ in+ cross(border+ e(commerce.+ We+
recommend+policy+makers+to+support+market+ini?a?ves,+to+abolish+superfluous+
regula?on+ and+ to+ only+ consider+ new+ regulatory+ structures+ if+ absolutely+
necessary.+ Any+ new+ legisla?ve+ ini?a?ve+ should+ always+ be+ evidence(based,+
especially+ in+ the+ context+ of+ the+ ongoing+ discussions+ on+ the+ role+ of+ online+
plaborms+and+geo(blocking.+Fundamental+business+freedoms+(+especially+the+
freedom+ to+ provide+ goods+ and+ services+ throughout+ the+ European+ Union+ (+
should+also+apply+in+the+digital+world.+We+have+to+make+sure+that+we+do+not+
make+things+more+complex+for+the+online+sector+and+we+are+convinced+that+this+
report+will+be+a+useful+tool+in+iden?fying+exact+problems+as+well+as+measuring+
progress+in+the+e(commerce+market+following+from+policy+ini?a?ves+taken+at+
EU+level.+
+
To+read+more+about+our+recommenda?ons+for+market+and+policy+ac?on+for+all+
stakeholders+in+the+e(commerce+industry,+I+kindly+refer+you+to+the+Ecommerce+
Europe+ Priority+ Paper+ (2016)+ and+ our+ other+ posi?ons.+ If+ you+ would+ like+ to+
receive+ addi?onal+ informa?on,+ purchase+ reports+ or+ if+ you+ want+ to+ become+
involved,+please+visit+us+at+www.ecommerce(europe.eu+or+send+us+an+e(mail+at+
info@ecommerce(europe.eu.+
+
+ +Marlene+ten+Ham+
Secretary+General+of+Ecommerce+Europe+

3. www.ecommerce(europe.eu++ 4+
About*Ecommerce*Europe*
+
Ecommerce+Europe+is+the+associa?on+represen?ng+25,000++companies+selling+
goods+ and/or+ services+ online+ to+ consumers+ in+ Europe.+ Founded+ by+ leading+
na?onal+ e(commerce+ associa?ons,+ Ecommerce+ Europe+ is+ the+ voice+ of+ the+ e(
commerce+ sector+ in+ Europe.+ Its+ mission+ is+ to+ s?mulate+ cross(border+ e(
commerce+through+lobbying+for+beier+or+desired+policy,+by+offering+a+European+
plaborm+ for+ European+ e(commerce+ sector+ and+ other+ stakeholders,+ and+ by+
providing+ in(depth+ research+ data+ about+ European+ markets.+ Moreover,+
Ecommerce+ Europe+ provides+ more+ than+ 10,000+ cer?fied+ online+ companies+
across+ Europe+ with+ a+ European+ Trustmark+ label,+ with+ the+ aim+ of+ increasing+
consumers’+trust+in+cross(border+purchases.+
+
Contact*
Ecommerce+Europe+AISBL+
Rue+de+Trèves+59(61++
B(1040+Brussels,+Belgium+
Website:+www.ecommerce(europe.eu++
Twiier:+@Ecommerce_EU+
+
Press*contact*Ecommerce*Europe*
Marlene+ten+Ham+
Secretary+General+
Tel.:++32+2+502+31+34+
Email:+marlenetenham@ecommerce(europe.eu++
+
+ + + + + + + ++
+
+
Na)onal*associa)ons*that*are*members*of*Ecommerce*Europe*
Belgium+ Becommerce+ www.becommerce.be++
Czech+Republic++ APEK+ www.apek.cz++
Denmark+ FDIH+ www.fdih.dk++
Finland+ Finnish+Commerce+Federa?on+ www.kauppa.fi++
Finland+ Internet+Industry+Finland+ www.verkkoteollisuus.fi++
France+ FEVAD+ www.fevad.com++
Germany++ Händlerbund+e.V.+ www.haendlerbund.de++
Greece+ GRECA+ www.greekecommerce.gr++
Ireland+ Retail+Excellence+Ireland+ www.retailexcellence.ie++
Hungary+ SzEK.org+ www.szek.org++
Italy+ Consorzio+Netcomm+ www.consorzionetcomm.it++
Luxembourg+ eCOM.lu+ www.ecom.lu++
The+Netherlands+ Thuiswinkel.org+++++++++++++ www.thuiswinkel.org++
Norway+ Virke+e(Handel+++++++++++ www.virkeehandel.no+++++++++++++
Poland+ e(Commerce+Polska+ www.ecommercepolska.pl++
Portugal+ ACEPI+ www.acepi.pt++
Spain+ Adigital+ www.adigital.org++
Switzerland+ NetComm+Suisse+ www.netcommsuisse.ch+++++++++++++

4. www.ecommerce(europe.eu++ 5+
1.*Respondents’*company*profiles*
+
In+total,+Ecommerce+Europe+received+585+responses+from+online+merchants+with+
a+presence+in+many+different+European+countries.+E(commerce+business+models+
come+ in+ different+ shapes+ and+ forms,+ and+ this+ is+ visible+ in+ the+ respondent+
categories.+ Specifically,+ companies+ that+ filled+ in+ our+ survey+ are+ divided+ as+ it+
follows:+
+
1. 57%+ (334)+ of+ the+ companies+ are+ pure+ players:+ Companies+ for+ distance+
selling+ which+ link+ more+ than+ 80%+ of+ their+ ac?vi?es+ to+ online+ commerce.+
Small+and+medium+sized+companies+(SMEs)+are+dominant+in+this+category;+
2. 20%+(119)+are+retailers:+Companies+which+developed+one+or+more+online+
shopping+websites+but+whose+main+sales+channel+remains+in(store;++
3. 18%+(104)+consists+of+mul?(channel/omni(channel:+Companies+which+use+a+
variety+of+channels+in+a+customer's+shopping+experience,+i.e.+both+online+
and+offline;+
4. 5%+ (28)+ consist+ of+ other+ B2C+ companies+ not+ belonging+ to+ the+ previous+
categories.+
+
The+ diversity+ of+ the+ e(commerce+ market+ is+ also+ visible+ in+ the+ wide+ variety+ of+
main+ac?vity+(products+and/or+services+sold)+as+well+as+the+sizes+and+shipping+
volumes+ of+ the+ par?cipa?ng+ companies.+ The+ e(commerce+ sector+ is+
heterogeneous+and+constantly+in+development,+and+it+is+clear+a+one(size(fits(all+
model+ does+ not+ suffice+ when+ determining+ policy+ or+ market+ solu?ons+ for+
removing+ barriers+ when+ going+ cross(border.+ Any+ new+ ini?a?ves+ should+ be+
evidence(based+ and+ should+ take+ the+ differences+ between+ the+ problems+ and+
companies+addressed+into+account.+
+
+ + + + + + + ++
+
+
334,*57%*119,*20%*
104,*18%*
28,*5%*
Type*of*company*
Pure*player*
Retailer*
Mul)Lchannel/OmniLchannel*
Other*B2C*

5. www.ecommerce(europe.eu++ 6+
149*
131*
71* 70* 67*
60*
49*
42* 39*
25* 24* 22* 21* 21*
16* 14* 11* 9*
5* 2*
Main*ac)vity*of*the*company*

6. www.ecommerce(europe.eu++ 7+
+between+1+
and+10+FTE+
+between+11+
and+25+FTE+
+between+25+
and+100+FTE+
+between+100+
and+250+FTE+
+between+250+
and+1000+FTE+
+more+than+
1000+FTE+
+Pure+player+ 241+ 39+ 26+ 11+ 8+ 9+
+Retailer+ 87+ 7+ 4+ 5+ 5+ 11+
+Mul?(channel+/+Omni(channel+ 53+ 12+ 22+ 4+ 9+ 4+
+Other+ 14+ 7+ 4+ 0+ 2+ 1+
Size*of*the*companies*in*Full*Time*Equivalent*
(by*type*of*company)*

7. www.ecommerce(europe.eu++ 8+
64%*
20%*
9%*
7%*
Less+than+10.000+parcels+ Between+10.000+and+100.000+parcels+ More+than+100.000+parcels+ Companies+not+selling+tangible+goods+
Amount*of*parcels*shipped*annually*
*509+responses+

8. www.ecommerce(europe.eu++ 9+
67%*
80%*
40%*
53%*
18%* 15%*
35%*
4%*
9%*
3%*
17%*
7%*6%*
2%*
8%*
36%*
Parcels*shipped*annually*by*type*of*company*
*509+answers+
Less+than+10.000+parcels+ Between+10.000+and+100.000+parcels+
More+than+100.000+parcels+ I+do+not+sell+tangible+goods+
Shipping+ 10,000+ parcels+ a+ year+ averages+ to+
shipping+ a+ bit+ less+ than+ 27+ parcels+ a+ day.+ Each+
parcel+ can+ contain+ different+ items+ but+ ul?mately+
has+ its+ own+ des?na?on,+ so+ for+ each+ parcel+ the+
merchant+has+to+consider+the+packaging,+labeling,+
and+transporta?on+method/route.+
+
Understandably,+ logis)cs* and* distribu)on* are*
therefore*a*major*part*of*the*business*model*for*
each*merchant*selling*tangible*goods.*
+
It+is+notable+that+whereas+pure+players+tend+to+be+
smaller+ companies+ in+ terms+ of+ FTE+ (see+ before),+
retailers* generally* ship* smaller* amounts* of*
parcels.* This+ can+ be+ explained+ by+ the+ fact+ that+
retailers’+ main+ channel+ of+ sales+ is+ s?ll+ in(store,+
where+ the+ consumer+ takes+ the+ goods+ with+ them+
immediately+ axer+ the+ transac?on.+ Mul?(channel/
omni(channel+ companies+ responded+ the+ most+ in+
the+ biggest+ category+ of+ shipments,+ which+
correlates+with+the+general+size+of+companies+with+
this+type+of+business+model.++
+
+
+

9. www.ecommerce(europe.eu++ 10+
1.1.*Number*of*companies*selling*crossLborder*
+
The+ results+ show+ that+ 61%* of* the* total* respondents* are* already* selling* goods* and/or*
services* crossLborder.+ Mul?(channel/omni(channel+ companies+ tend+ to+ sell+ more+ cross(
border+than+other+type+of+companies+with+a+68%,+followed+by+64%+which+are+pure+players+
and+50%+which+are+retailers.+++
+
14%*of*the*total*respondents*are*in*the*planning*stage*of+selling+cross(border,+while+25%*
of* companies* do* not* sell* abroad* at* all.+ Comparing+ this+ data+ to+ the+ dimensions+ of+ the+
companies+(in+FTE),+the+majority+of+those+companies+selling+cross(border+consist+of+bigger+
ones.+
+
+
+
61%*
14%*
25%*
Yes+ In+the+planning+
stage+
No+
Companies*selling*crossLborder**
57%+
68%+
50%+
64%+
11%+
7%+
15%+
15%+
32%+
25%+
35%+
21%+
Other+
Mul?(channel/+Omni(channel+
Retailer+
Pure+player+
Companies*selling*crossLborder*by*type*of*
company*
No+ In+the+planning+stage+ Yes+
59%+
54%+
71%+ 70%+
75%+ 72%+
13%+
28%+
9%+
0%+
8%+
16%+
28%+
18%+ 20%+
30%+
17%+
12%+
+between+1+
and+10+FTE+
+between+11+
and+25+FTE+
+between+25+
and+100+FTE+
+between+100+
and+250+FTE+
+between+250+
and+1000+FTE+
+more+than+
1000+FTE+
Companies*selling*(or*not)*crossLborder**
by*Full*Time*Equivalent*
Yes+ In+the+planning+stage+ No+

10. www.ecommerce(europe.eu++ 11+
1.2.*Preferred*strategies*to*expand*business*crossLborder*
+
The+results+clearly+show+that+the*preferred*strategy*of*companies*to*develop*at*
the*interna)onal*level*consists*of*selling*to*consumers*abroad*directly*from*the*
company’s*country*of*origin.++
+
The+strategies+of+selling+through+a+branch+locally+implanted+abroad+or+through+a+
presence+ on+ the+ marketplaces+ established+ abroad+ are+ significantly+ less+ popular+
amongst+the+respondents.++
+
The+same+trend+can+be+found+if+we+analyze+the+strategy+to+develop+abroad+on+the+
basis+of+the+type+of+company:+The+majority+of+pure+players,+retailers+and+mul?/
omni(channel+ companies+ clearly+ sell+ cross(border+ directly+ from+ their+ country+ of+
origin,+as+indicated+in+the+graph+aside.+
+
The+ fact+ that+ online+ merchants+ feel+ more+ comfortable+ to+ develop+ at+ an+
interna?onal+ level+ directly+ from+ their+ country+ of+ origin+ underlines+ the+ need+ to+
complete+the+Digital+Single+Market+for+e(commerce+as+soon+as+possible.+Even+with+
the+ rise+ of+ global+ marketplaces,+ cross(border+ sales+ directly+ from+ the+ country+ of+
origin+ of+ the+ merchant+ remain+ a+ significant+ por?on+ of+ companies’+
interna?onaliza?on+strategies.+
+
Note:+ some+ companies+ have+ selected+ more+ than+ one+ strategy+ for+ selling+ cross(
border.+This+explains+why+the+total+%+of+responses+to+this+ques?on+is+higher+than+
100%.++
+
+
346+
71+ 54+
17+
Directly+from+your+
country+of+origin+
Through+a+
presence+on+the+
marketplaces+
established+abroad+
Through+a+branch+
locally+established+
abroad+
Other+
Strategy*to*develop*at*an*interna)onal*level*
*420+responses+
84%+ 78%+ 79%+
95%+
11%+
21%+
14%+
5%+
6%+ 12%+ 24%+
11%+
4%+ 5%+ 3%+ 11%+
+Pure+player+ +Retailer+ +Mul?(channel+/+
Omni(channel+
Other+
Strategy*to*develop*at*an*interna)onal*level*by*
type*of*company*
*420+responses+
Directly+from+your+country+of+origin+
Through+a+presence+on+the+market+places+established+abroad+
Through+a+branch+locally+established+abroad+
Other+

11. www.ecommerce(europe.eu++ 12+
1.3.*Amount*of*turnover*realized*abroad*
+
The+graph+aside+shows+the+percentage+of+total+turnover+made+cross(border+by+the+
respondents.+ 28%* of* companies* selling* abroad* realize* less* than* 5%* of* their*
turnover*abroad.+Only+11%+of+the+companies+that+answered+this+ques?on+realize+
more+than+50%+of+their+annual+turnover+cross(border.+
+
The+graph+below+shows+the+same+data+by+type+of+company+and+it+is+interes?ng+to+
note+that+almost*half*of*the*retailers*(46%)*that*answered*to*this*ques)on*realize*
less*than*5%*of*their*total*turnover*abroad.*
+
28%* 26%*
19%*
16%*
11%*
Less+than+5%+ 5+to+10%+ 10+to+20%+ 20+to+50%+ More+than+
50%+
Percentage*of*total*turnover*made*abroad*
*358+answers+
25%*
46%*
24%*
28%*
19%*
24%*
18%*
10%*
27%*
17%* 17%*
14%*12%*
8%*
11%*
+Pure+player+ +Retailer+ +Mul?(channel+/+Omni(channel+
Percentage*of*total*turnover*made*abroad*by*type*of*company*
*358+answers+
+less+than+5+%+ +5+to+10+%+ +10+to+20%+ +20+to+50%+ +more+than+50%+

12. www.ecommerce(europe.eu++ 13+
1.4.*Reasons*for*not*selling*crossLborder**
+
Companies*not*selling*crossLborder*indicated*as*main*reasons*for*not*doing*so*
because* of* overly* restric)ng* regula)ons* in* other* Member* States* (see+ graph+
aside).+A+concrete+example+of+regulatory+barriers+can+be+found+in+the+broad+variety+
of+ privacy+ rules,+ resul?ng+ in+ high+ addi?onal+ costs,+ overlapping+ requirements,+
conflic?ng+ implementa?ons+ at+ na?onal+ level+ and+ difficult+ enforcement+ of+ laws+
across+European+Member+States.++
+
For+example,+merchants+who+want+to+sell+cross(border+are+forced+to+invest+heavily+
in+legal+and+IT+system+to+adhere+to+privacy+laws+in+different+European+countries+and+
this+can+be+very+costly.+Differing+consumer+and+contractual+legisla?on+is+another+
example+of+a+significant+trade+barrier,+as+especially+SMEs+risk+overwhelming+the+
consumer+with+many+different+informa?on+requirements+and+are+prevented+from+
providing+a+user(friendly,+clean+and+simple+shopping+experience.+Companies+which+
want+to+sell+cross(border+also+men?oned+having+specific+issues+related+to+product+
safety+rules+and+labeling+(see+Chapter+2.1+for+more+details).++
+
It+is+interes?ng+to+note+that+mul)/omniLchannel*shops*not*selling*crossLborder*do*
so*mainly*because*it*is*not*a*strategic*priority*for*the*company*(see+next+graph).+
+
Note:+some+companies+have+selected+more+than+one+reason+for+not+selling+cross(
border.+This+explains+why+the+total+amount+of+responses+to+this+ques?on+is+higher+
than+ 148,+ which+ is+ the+ total+ number+ of+ respondents+ to+ this+ ques?on+ (the+ same+
applies+for+the+following+graph).+
*
+
69*
42*
29*
21* 21*
7*
Because+of+
overly+
restric?ve+
regula?ons+
Other+ It+is+not+a+
strategic+
priority+for+
the+company+
Due+to+lack+of+
resources++
Already+
aiempted,+
but+
abandoned+
Foreign+
markets+are+
too+
compe??ve+
on+our+range+
of+products+
Reasons*for*not*selling*crossLborder*
*148+responses+

13. www.ecommerce(europe.eu++ 14+
51%*
48%*
38%*
8%*
19%*
42%*
37%*
19%* 19%*
13%*
23%*
8%*
17%*
19%*
4%*
6%*
2%*
8%*
+Pure+player+ +Retailer+ +Mul?(channel+/+Omni(channel+
Reasons*for*not*selling*crossLborder*by*type*of*company*
*148+responses+
+Because+of+overly+restric?ve+regula?ons+ +It+is+not+a+strategic+priority+for+the+company+
+Other+ +Already+aiempted,+but+abandoned+
+Due+to+lack+of+resources+ +Foreign+markets+are+too+compe??ve+on+our+range+of+products+

14. www.ecommerce(europe.eu++ 15+
1.5.*Ease*of*doing*crossLborder*eLcommerce*in*Europe*
+
Companies+were+asked+to+es?mate+the+level+of+difficul?es+in+doing+cross(border+
business+in+Europe.+For*32%*of*companies*that*answered*to*this*ques)on*it*is*
difficult*to*sell*abroad,*and*for*17%*it*is*very*difficult.*Only+13%+declared+that+it+is+
easy,+while+very*few*(6%)*indicated*that*it*is*very*easy.****
*
The+ same+ trend+ appears+ when+ associa?ng+ the+ ease+ of+ doing+ cross(border+ sales+
with+the+type+of+company,+even+though+for+mul?/omni(channel+shops+it+seems+a+
bit+easier+to+sell+abroad.+This+can+be+explained+by+the+generally+larger+size+of+mul?/
omni(channel+ companies+ (+ this+ type+ of+ company+ tends+ to+ have+ more+ resources+
(such+as+a+team+of+tax+experts,+its+own+distribu?on+systems,+etc.)+to+overcome+the+
most+difficult+barriers.+The+rela?on+between+size+of+the+company+and+the+ease+of+
doing+business+cross(border+is+indicated+on+the+following+page.+
6%*
13%*
32%* 32%*
17%*
Very+easy+ Easy+ Neutral+ Difficult+ Very+difficult+
Ease*of*doing*crossLborder*business*in*Europe**
*510+responses+
*
4%* 3%*
11%* 14%*13%* 15%*
10%* 11%*
29%*
33%*
41%*
32%*
37%*
28%* 27%*
18%*17%*
21%*
11%*
25%*
+Pure+player+ +Retailer+ +Mul?(channel+/+Omni(channel+ Other+
Ease*of*doing*crossLborder*business*in*Europe*by*type*of*company*
*510+responses+
Very+easy+ Easy+ Neutral+ Difficult+ Very+difficult+

15. www.ecommerce(europe.eu++ 16+
7%*
2%*
4%*
0%*
6%*
0%*
12%* 13%*
10%*
27%*
19%*
0%*
28%*
40%*
46%*
53%*
44%*
57%*
32%* 31%*
36%*
20%*
25%*
43%*
21%*
14%*
4%*
0%*
6%*
0%*
Between+1+and+10+FTE+ Between+11+and+25+FTE+ Between+25+and+100+FTE+ Between+100+and+250+
FTE+
Between+250+and+1000+
FTE+
More+than+1000+FTE+
Ease*of*doing*crossLborder*business*in*Europe*by*size*of*the*company*in*FTE*
*510+responses+
Very+easy+ Easy+ Neutral+ Difficult+ Very+difficult+

16. www.ecommerce(europe.eu++ 17+
1.6.*Countries*targeted*for*crossLborder*eLcommerce**
+
Most*of*the*companies*selling*crossLborder*in*Europe*direct*their*sales*to*less*
than*5*countries*(115+web+shops)+or*between*5*and*10*countries*(110+web+shops).+
This+ can+ be+ explained+ by+ the+ fact+ that+ most+ of+ the+ companies+ expand+ sales+ to+
neighboring+countries+because+of+their+familiarity+with+the+market.+71+companies+
direct+their+sales+to+more+than+20+countries.+Combining+this+data+with+the+type+of+
company,+the+same+trend+appears,+even+though+it+is+interes?ng+to+note+that+mul?/
omni(channel+ shops+ are+ those+ which+ sell+ the+ most+ to+ more+ than+ 20+ different+
countries+(again+to+be+explained+by+their+rela?ve+size).++
+
115* 110*
62*
71*
Less+than+5+ Between+5+and+10+ Between+10+and+20+ More+than+20+
Number*of*countries*to*which*sales*are*directed**
*358+responses+
37%*
19%*
28%*
31%*
28%*
34%*
37%*
31%*
19%*
25%*
7%*
13%*16%*
22%*
28%*
25%*
+Pure+player+ +Retailer+ +Mul?(channel+/+
Omni(channel+
Other+
Number*of*countries*to*which*sales*are*directed*by*
type*of*company*
*358+responses+
Less+than+5+ Between+5+and+10+ Between+10+and+20+ More+than+20+
108* 106*
67*
52* 50* 46*
29*
21* 20* 20*
Top*10*countries*where*companies*encounter*the*
most*difficul)es**
*358+responses+

17. www.ecommerce(europe.eu++ 18+
By+combining+the+results+on+the+countries+where+online+merchants+face+the+most+
difficul?es+with+the+type+of+companies,+France*and*the*United*Kingdom*are*the*
most* difficult* Member* States* to* deal* with* when* pure* players* or* mul)/omniL
channel*companies*sell*to*these*countries.+Several+reasons+can+account+for+this+
observa?on,+ such+ as+ the+ maturity+ of+ the+ UK+ market+ (see+ our+ European+ B2C+
Research+ Reports+ available+ on+ our+ website,+ “Research”+ sec?on)+ and+ perceived+
language+barriers+in+France.++
+
Note:+companies+could+select+more+than+one+country.+This+explains+the+difference+
with+the+total+amount+of+responses+to+this+ques?on.+
+
23*
20* 19*
14*
10*
+France+ +United+
Kingdom+
+Italy+ +Austria+ +Germany+
Top*5*countries*where*mul)/omniLchannel*
encounter*the*most*difficul)es*
*78+responses**
64* 64*
35* 29* 28*
France+ United+
Kingdom+
Austria+ Spain+ Germany+
Top*5*countries*where*pure*players*encounter*
the*most*difficul)es*
*216+responses**
16* 16* 15*
10*
6*
Austria+ France+ United+
Kingdom+
Spain+ Germany/Italy+
Top*5*countries*where*retailers*encounter*the*
most*difficul)es**
*65+responses+

18. www.ecommerce(europe.eu++ 19+
2.*Companies*selling*crossLborder*
+
This+ chapter+ analyses+ the+ results+ received+ from+ those+ companies+ which+ are+
already+selling+their+goods+and/or+services+abroad+or+which+are+in+the+planning+
stage+of+doing+so.+The+first+part+will+analyze+the+TOP(3+barriers+that+online+shops+
face+daily+when+doing+business+abroad.++
+
2.1.*TOPL3*barriers*to*crossLborder*eLcommerce*
+
According+ to+ the+ results,+ differing* legal* frameworks,+ complicated* and*
expensive* taxa)on* systems* (VAT)* and* logis)cs/distribu)on* issues* s)ll*
represent*the*topL3*barriers*that*online*companies*face*daily*when*they*sell*
crossLborder*in*Europe,+in+line+with+the+findings+Ecommerce+Europe+gathered+in+
2015.++
+
A)*EU*legal*frameworks*
Differing+legal+frameworks+across+the+EU+is+s?ll+one+of+the+most+difficult+barriers+
to+overcome,+specifically+for+59%+of+the+companies+that+sell+cross(border+or+are+
planning+to+do+so.+The+situa?on+seems+to+have+deteriorated+compared+to+last+
year’s+survey+report+of+Ecommerce+Europe+(46%).+Dealing+with+28+different+sets+
of+rules+for+data+protec?on,+privacy,+consumer+and+contract+law+does+turn+out+
to+be+burdensome+for+online+merchants.+Both+businesses+and+consumers+need+
a+single+rule+to+achieve+a+Single+European+Market.+++
+
The+level+of+difficulty+for+dealing+with+different+legal+frameworks+when+doing+
cross(border+sales+does+not+seem+to+vary+in+a+very+relevant+way+according+to+the+
type+of+company+concerned.+
+
+
+ + + + + + + ++
+
+
9%*
32%*
59%*
Not*difficult* Neutral* Difficult*
EU*Legal*framework*
*437+responses*
10%* 9%* 6%* 0%*
30%* 35%* 36%* 32%*
60%* 56%* 58%*
68%*
+Pure+player+ +Retailer+ +Mul?(channel+/+
Omni(channel+
Other+
Level*of*difficulty*of*legal*frameworks*by*type*of*company*
*437+responses*
Not+difficult+ Neutral+ Difficult+

19. www.ecommerce(europe.eu++ 20+
In+rela?on+to+the+EU+legal+framework,+the+survey+also+assessed+which+specific+
areas+ are+ considered+ as+ most+ problema?c+ by+ online+ merchants+ when+ selling+
cross(border+in+Europe.+In+par?cular,+data*protec)on/privacy*laws,*consumer*
rights* and* contract* law/rules* represent* the* three* most* problema)c* legal*
barriers.**
+
Ecommerce*Europe’s*recommenda)ons*on*overcoming*legal*barriers:*
*
1.# Harmonize# privacy# and# data# protec3on# legisla3on# while# recognizing# the#
poten3al#of#innova3on#
Ecommerce+ Europe+ fully+ supports+ the+ harmoniza?on+ of+ European+ data+
protec?on+ legisla?on.+ However,+ any+ new+ or+ updated+ legisla?on+ should+ be+
implemented+ without+ causing+ unreasonable+ costs+ and/or+ administra?ve+
burdens+for+online+merchants,+and+especially+for+SMEs.+To+keep+the+European+e(
commerce+ sector+ compe??ve,+ legisla?on+ should+ recognize+ the+ economic+
poten?al+ of+ recent+ technical+ developments+ in+ informa?on+ collec?on+ and+
analysis+(+such+as+profiling,+data+driven+marke?ng+and+the+use+of+cookies+(+which+
s?mulate+ business+ innova?on+ and+ provide+ opportuni?es+ for+ merchants+ to+
op?mize+personaliza?on+and+further+tailor+their+businesses+to+new+consumer+
demands.++
+
2.#Harmonize#consumer#and#contractual#policies#while#avoiding#difficult#rules#
Ecommerce+Europe+strongly+believes+in+full+harmoniza?on+of+legal+frameworks+
for+ cross(border+ sales+ in+ Europe+ and+ does+ not+ see+ any+ need+ for+ different+
provisions+ for+ online+ and+ offline+ shops+ as+ this+ would+ only+ lead+ to+ more+
confusion.+A+real+Single+Market+needs+uniform+regula?on+for+all+distance+cross(
border+sales,+be+it+online+or+offline,+including+the+sale+of+tangible+goods,+services+
and+digital+content.++
+
+ + + + + + + ++
+
+
210* 199*
149*
111* 107* 92*
Data+protec?on+
and+privacy+
laws/rules+
Consumer+rights+ Contract+rules+ Product+labeling+ Product+safety+
rules+
Other+
Legal*barriers*in*Europe*
*378+responses+
*
Ecommerce+ Europe+ strongly+ believes+ that+ remaining+ gaps+ in+ the+ European+
consumer+protec?on+legisla?on+for+cross(border+e(commerce+should+be+solved+
by+ full+ harmoniza?on+ through+ mandatory+ instruments.+ Therefore,+ although+
having+ some+ strong+ concerns+ about+ certain+ provisions,+ Ecommerce+ Europe+
welcomes+the+proposals+of+the+European+Commission+for+a+Direc?ve+on+certain+
aspects+concerning+contracts+for+the+distance+sales+of+tangible+goods+and+for+a+
Direc?ve+ on+ certain+ aspects+ concerning+ contracts+ for+ the+ supply+ of+ digital+
content,+bringing+an+almost+uniform+legal+regime+for+the+sales+of+tangible+goods+
all+over+Europe+and+a+uniform+regime+for+the+supply+of+digital+content.++
+
Consumer+and+contract+rules+should+also+be+simplified+so+that+they+can+easily+be+
understood+by+both+consumers+and+SMEs.+Consumers+and+merchants+are+oxen+
not+fully+aware+of+the+legal+aspects+of+their+contractual+rela?onship,+because+
the+applicable+legal+framework+on+consumer+rights+is+too+complex+and+tends+to+
be+only+fully+understood+by+legal+specialists.++
+
For+more+details,+please+download+the+latest+version+of+our+Priority+Paper+from+
our+website+www.ecommerce(europe.eu.+++
+
+

20. www.ecommerce(europe.eu++ 21+
24%* 24%*
17%*
13%*
14%*
8%*
25%*
22%*
15%*
13%*
10%*
15%*
23%*
21%*
17%*
11%*
13%*
14%*
+Data+protec?on+and+
privacy+laws+/+rules+
+Consumer+rights+ +Contract+rules+ +Product+safety+rules+ +Product+labeling+ +Other+(Please+specify)+
Legal*barriers*in*Europe*by*type*of*company*
*378+answers+
+Pure+player+ +Retailer+ +Mul?(channel+/+Omni(channel+

21. www.ecommerce(europe.eu++ 22+
B)*Taxa)on*system,*VAT*and/or*customs*
*
Different*taxa)on*systems,*VAT*rates*and/or*customs*s)ll*represent*a*difficult*
barrier* to* overcome* when* going* crossLborder* for* 48%* of* companies* selling*
abroad,+therefore+a+similar+percentage+rate+compared+to+Ecommerce+Europe’s+
figures+for+2015+(43%).++
+
The+ level+ of+ difficulty+ related+ to+ taxa?on/VAT+ when+ doing+ cross(border+ sales+
does+not+seem+to+vary+in+a+very+relevant+way+according+to+the+type+of+company+
concerned,+even+though+for+retailers+taxa?on/VAT+seem+to+be+less+of+a+problem+
compared+to+pure+players.++
+
In+rela?on+especially+with+VAT,+the+survey+also+assessed+which+specific+areas+are+
considered+as+most+problema?c+by+online+merchants+when+selling+cross(border+
in+Europe.+In+par?cular,+legal+uncertainty+and+general+unawareness+of+VAT+rules+
by+ companies,+ high+ VAT(related+ accoun?ng+ and+ administra?ve+ costs,+ difficult+
VAT+registra?on+and+declara?on+procedures+are+considered+by+online+merchants+
as+the+most+problema?c+VAT+issues+when+they+sell+cross(border+in+Europe.+
+
Other+specific+barriers+are+shown+in+the+graph+on+the+next+page.++
+
+
+
+
+
+
+ + + + + + + ++
+
+
17%*
35%*
48%*
Not*difficult* Neutral* Difficult*
Taxa)on*system,*VAT*and/or*customs*
*437+responses+
17%* 13%*
19%* 21%*
33%*
45%*
35%* 32%*
50%*
42%* 46%* 47%*
+Pure+player+ +Retailer+ +Mul?(channel+/+
Omni(channel+
Other+
Level*of*difficulty*of*Tax*system,*VAT*and/or*customs*
by*type*of*company*
*437+responses+
Not+difficult+ Neutral+ Difficult+

22. www.ecommerce(europe.eu++ 23+
181* 178*
168*
128*
92*
79*
69*
57*
37*
Legal+
uncertainty+
and+general+
unawareness+
of+VAT+rules+
High+VAT(
related+
accoun?ng+
and+
administra?ve+
costs+
Difficult+VAT+
registra?on+
and+
declara?on+
procedures+
Lack+of+
informa?on+
on+VAT+rules+
Difficul?es+in+
dealing+with+
foreign+
taxa?on+
authori?es+
(i.e.+language)+
Prac?cal+
problems+in+
displaying+the+
correct+final+
price+
including+the+
correct+VAT+
rate+
VAT(related+
fraud+risks+
Difficul?es+in+
verifica?on+of+
the+country+of+
delivery+
Other+
Tax*system,*VAT*and/or*customs*barriers*
*377+responses+
Ecommerce*Europe’s*recommenda)ons*on*VAT:*
+
1.#Harmonize#VAT#rates#as#much#as#possible#
The+EU+currently+has+more+than+75+different+VAT+rates+and+
there+ is+ a+ difference+ of+ 10+ percentage+ points+ between+ the+
Member+States+with+the+lowest+VAT+rate+(Luxembourg,+17%)+
and+ the+ highest+ (Hungary,+ 27%).+ In+ the+ long+ run,+ a+
harmonized+ European+ VAT+ system+ would+ greatly+ s?mulate+
the+development+of+cross(border+e(commerce.+++
+
2.# Support# the# European# Commission’s# plans# to# modernize#
VAT#for#crossEborder#eEcommerce#
Ecommerce+Europe+welcomes+and+supports+the+plans+of+the+
European+ Commission+ as+ announced+ in+ May+ 2015+ in+ its+
Digital+Single+Market+Strategy,+as+they+have+the+poten?al+to+
simplify+ VAT+ rules,+ especially+ for+ SMEs+ and+ reduce+ VAT(
related+costs+for+business+such+as+for+accoun?ng,+registra?on+
and+declara?on.++
+
3.#Extend#the#MiniEOneEStopEShop#to#all#goods#and#services#
sold#online#
Many+merchants,+especially+SMEs,+have+liile+knowledge+of+
the+fiscal+demands+of+suprana?onal+and+cross(border+trade,+
limi?ng+ the+ poten?al+ of+ the+ Single+ Market.+ Ecommerce+
Europe+ believes+ that+ the+ Mini(One(Stop(Shop+ already+ in+
place+for+telecom,+broadcas?ng+and+electronic+(TBE)+services+
is+a+good+start,+and+could+easily+be+expanded+to+all+products+
(both+tangible+goods+and+services)+sold+online.++
+
+

23. www.ecommerce(europe.eu++ 24+
19%+
18%+
19%+
13%+
7%+
10%+
5%+
3%+
8%+
23%+
17%+
16%+
1%+
8%+
7%+ 7%+
6%+
5%+
15%+ 15%+
6%+
15%+
10%+
1%+
7%+
5%+
6%+
+Legal+
uncertainty+and+
general+
unawareness+of+
VAT+rules+
+Difficult+VAT+
registra?on+and+
declara?on+
procedures+
+High+VAT(
related+
accoun?ng+and+
administra?ve+
costs+
+Lack+of+
informa?on+on+
VAT+rules+
+Prac?cal+
problems+in+
displaying+the+
correct+final+
price+including+
the+correct+VAT+
rate+
+Difficul?es+in+
dealing+with+
foreign+taxa?on+
authori?es++
+Difficul?es+in+
verifica?on+of+
the+country+of+
delivery+
Other+ +VAT(related+
fraud+risks+
Tax*system,*VAT*and/or*customs*barriers*
*377+responses*
+Pure+player+ +Retailer+ +Mul?(channel+/+Omni(channel+
4.# Facilitate# compe33on# and# crossEborder#
trade# for# SMEs# by# establishing# a# common#
European#VATEthreshold#
Introducing+a+VAT+threshold+under+which+no+
registra?on+ in+ other+ Member+ States+ or+ to+
the+ One(Stop(Shop+ is+ required+ for+ cross(
border+ supplies+ would+ help+ smaller+ and+
start(up+ e(commerce+ businesses+ by+
r e m o v i n g+ t h e+ n e e d+ t o+ i n v e s t+
dispropor?onate+ resources+ in+ verifying+ the+
home+base+of+the+consumer+and+calcula?ng+
and+displaying+individual+prices.++
+
5.# Remove# an3compe33ve# VATErelated#
exemp3on#measures#
EU+ businesses+ are+ at+ a+ compe??ve+
disadvantage+as+non(EU+suppliers+can+supply+
VAT(free+ goods+ to+ consumers+ in+ the+
European+ Union+ under+ the+ current+
exe m p ? o n+ fo r+ i m p o r t s+ o f+ s m a l l+
consignments.+According+to+the+preliminary+
figures+ from+ the+ ongoing+ European+
Commission's+ study+ on+ VAT+ obstacles+ to+
cross(border+ e(commerce,+ almost+ 150+
million+ VAT(free+ consignments+ were+
imported+ in+ 2015.+ That+ is+ why+ Ecommerce+
Europe+supports+the+Commission’s+plans+to+
remove+ the+ VAT+ exemp?on+ for+ imports+ of+
small+consignments+from+non(EU+suppliers.+

24. www.ecommerce(europe.eu++ 25+
C)*Logis)cs*and/or*distribu)on*
+
E(commerce+ is+ fundamentally+ changing+ postal+ and+ parcel+ markets.+ Global+
commerce+streams+revolu?onize+shopping,+but+the+current+parcel+streams+are+
ill(fiied+to+accommodate+this.*Logis)cs*and*distribu)on*represent*a*difficult*
barrier* to* tackle* for* 33%* of* the* companies* selling* abroad.+ Even+ though,+
compared+ to+ Ecommerce+ Europe’s+ figures+ for+ 2015+ (44%)+ the+ situa?on+ has+
slightly+improved,+online+merchants+indicate+many+barriers+which+s?ll+remain+on+
quality+and+transparency+of+services+(see+next+graph+on+the+next+pages).++
+
Digi?za?on+ is+ changing+ current+ delivery+ value+ chains+ with+ a+ direct+ impact+ on+
costs+and+business+models.+Online+commerce+shixs+the+focus+of+delivery+to+the+
demands+ and+ needs+ of+ the+ modern+ consumer.+ The+ dis?nc?on+ between+
“courier”+“express”+and+“postal”+has+become+irrelevant,+and+borders+become+
obsolete.++
To+harmonize+the+currently+fragmented+market+and+to+diminish+the+distor?on+of+
the+market,+collabora?on+of+all+stakeholders+in+the+sector+(online+merchants,+
delivery+ service+ providers,+ regulators,+ solu?on+ providers,+ consumer+
organiza?ons)+ on+ all+ levels+ is+ necessary.+ Open+ and+ interoperable+ standards+
should+be+the+norm.+
+
The+level+of+difficulty+related+to+logis?cs/distribu?on+when+doing+cross(border+
sales+ does+ not+ seem+ to+ vary+ in+ a+ very+ relevant+ way+ according+ to+ the+ type+ of+
company+concerned,+even+though+for+mul?/omni(channel+merchants,+logis?cs+
represents+a+less+difficult+barrier+to+overcome+when+selling+abroad.++
+
+ + + + + + + ++
+
+
32%*
35%*
33%*
Not*difficult* Neutral* Difficult*
Logis)cs*and/or*distribu)on*
*437+responses+
35%* 35%*
24%* 26%*
34%* 30%*
44%*
21%*
31%* 35%* 32%*
53%*
+Pure+player+ +Retailer+ +Mul?(channel+/+
Omni(channel+
Other+
Level*of*difficulty*of*logis)cs/distribu)on*by*type*of*
company*
*437+responses+
Not+difficult+ Neutral+ Difficult+

25. www.ecommerce(europe.eu++ 26+
Ecommerce*Europe’s*recommenda)ons*to*improve*parcel*delivery*
*
1.#Create#a#global#level#playing#field#among#service#providers#
There+is+an+absence+of+a+global+playing+field+among+service+providers.+Costs+and+
subsidies+ should+ be+ tailored+ to+ current+ reality.+ Combining+ this+ approach+ with+
speedier+decision(making,+a+faster+response+to+market+demands,+an+integrated+
approach+ to+ product+ development+ and+ remunera?on+ systems,+ and+ connec?ng+
wider+postal+sector+players+with+products+and+services+at+all+levels,+is+the+recipe+
for+successful,+high+quality+postal+services.++
*
2.# Provide# merchants# with# more# nego3a3ng# power# on# prices# through#
transparency#and#access#
Ecommerce+ Europe+ is+ convinced+ that+ high(performance+ European+ delivery+ is+ a+
key+driver+of+success+for+web+merchants+and+their+business+models.+Merchants+
and+ consumers+ need+ a+ Europe(wide+ delivery+ system+ with+ open+ standards+ for+
labeling+and+data+interfaces+to+carrier+data+in+order+to+create+more+innova?on+
and+ greater+ transparency+ in+ the+ logis?cs+ chain.+ Addi?onally,+ more+ op?ons+ are+
needed,+including+different+offers,+alterna?ve+affordable+delivery+op?ons,+more+
flexibility,+more+informa?on+and+transparency+from+delivery+service+providers.++
+
3.#Support#open#ITEstandards#for#labeling,#interfaces#and#databases#
By+not+just+par?cipa?ng+in+all+relevant+ins?tu?onal+stakeholder+groups+but+also+
placing+the+e(commerce+sector’s+demands+on+the+agenda,+Ecommerce+Europe’s+
voice+ should+ be+ clearly+ heard.+ Ecommerce+ Europe+ has+ taken+ an+ ac?ve+ role+ to+
determine+ how+ cross(border+ e(commerce+ should+ develop+ by+ assuming+
Chairmanship+ of+ several+ ins?tu?onal+ commiiees+ (such+ as+ the+ European+
Commission+CEN+standardiza?on+commiiee)+
*
and+ by+ being+ an+ ac?ve+ par?cipant+ in+ others+ (such+ as+ the+ Consulta?ve+
Commiiee+of+the+Universal+Postal+Union).+Moreover,+by+ac?vely+contribu?ng+
to+ the+ content+ of+ the+ next+ implemen?ng+ decision+ of+ the+ European+
Commission+on+a+standardiza?on+request+to+CEN+under+mandate+of+the+EU+
Ecommerce+Europe+ac?vely+brings+stakeholders+together+to+discuss+and+make+
changes+ concerning+ how+ to+ cater+ to+ online+ merchants’+ needs+ and+ achieve+
more+innova?on+and+transparency+in+the+logis?cs+chain.+
#
4.#S3mulate#sustainable#solu3ons#
Where+the+delivery+sector+has+a+responsibility+to+bring+its+business+models+up+
to+speed,+the+e(commerce+sector+has+a+responsibility+to+ensure+its+business+
model+is+sustainable+for+the+genera?ons+to+come.+Sustainable+solu?ons+can+
thereby+ enhance+ efficiency+ in+ the+ supply+ chain.+ Merchants+ combining+
volumes+can+increase+performance+and+decrease+their+ecological+footprint.+
Efficient+packaging+can+save+distribu?on+space+and+diminish+waste+streams.+
Online+ merchants+ are+ already+ developing+ sustainable+ solu?ons+ for+ the+ last+
mile+to+decrease+the+pressure+on+inner+ci?es.+The+e(commerce+sector+takes+
up+ its+ role+ in+ s?mula?ng+ these+ ini?a?ves+ and+ in+ helping+ create+ a+ more+
sustainable+ delivery+ value+ chain.+ Ecommerce+ Europe+ is+ an+ important+
facilitator+in+this+process,+providing+the+plaborm+for+stakeholders+of+the+e(
commerce+ sector+ to+ come+ together+ to+ design+ and+ foster+ sustainable,+
integrated+e(logis?cs+solu?ons.+
+
+

26. www.ecommerce(europe.eu++ 27+
24%*
20%*
16%*
14%*
7%*
6%*
5%*
4%* 4%*
25%*
20%*
17%*
10%*
5%*
9%*
4%*
5%* 5%*
21%*
23%*
13%*
11%*
8%*
7%*
5%*
8%*
4%*
+Too+expensive+ +Difficul?es+with+
returns+for+small+
volumes+and+with+
postal+services+
+Too+long+delivery+?mes+
in+EU+for+non(express+
services+
+VAT/customs(related+
issues+
+Lack+of+transparency+
and+compe??on+in+
pricing+
+Lack+of+informa?on+
and/or+limited+choice+
of+logis?cs+suppliers+
+No+track+and+trace+in+
postal+services+
+Lack+of+standardized+
labelling+
Other+
Logis)c*and/or*distribu)on*barriers*by*type*of*company*
*378+responses+
+Pure+player+ +Retailer+ +Mul?(channel+/+Omni(channel+

27. www.ecommerce(europe.eu++ 28+
318*
307*
180*
68* 60* 52* 46*
20*
Safe+product+arrival+ Logis?c+costs+
reduc?on+
Easy+return+solu?on+ Customer+
experience+at+
unpacking+
Sustainability+ Standardized+
interface+
Space+efficiency+ Other+
Most*important*reasons*for*parcel*packaging*
*479+responses++
*
+
+

28. www.ecommerce(europe.eu++ 29+
3.*Other*barriers*to*eLcommerce*
+
This+ chapter+ will+ analyze+ other+ barriers+ iden?fied+ by+ online+ merchants+ when+
selling/trying+to+expand+abroad.++
+
3.1.*Online*payments*
+
15%* of* online* merchants* indicated* that* online* payments* are* a* problema)c*
area*when*selling*crossLborder.+Compared+to+last+year+(25%),+it+seems+that+the+
situa?on+ has+ improved.+ However,+ merchants+ report+ that+ concrete+ barriers+
linked+to+online+payments+across+the+European+Union+s?ll+persist:+
+
• High*costs:+burdensome+interchange+fees+and+processing+fees+of+banks+and+
third+ party+ payment+ providers+ s?ll+ prevail+ (+ especially+ for+ convenient+ and+
easy(to(use+payment+solu?ons;+
• Iden)fica)on* of* the* consumer:+ a+ lack+ of+ uniform+ electronic+ iden?fica?on+
system+ forces+ consumers+ and+ merchants+ to+ go+ through+ a+ burdensome+
process+of+consumer+authen?ca?on+and+iden?fica?on;+
• Complicated*check*out*process:*conversion+is+lost+because+consumers+leave+
the+ process+ prematurely+ when+ authoriza?on+ and+ authen?ca?on+ requires+
too+ many+ steps+ (registra?on,+ two+ or+ mul?(factor+ authen?ca?on,+ tokens,+
etc.).+ This+ becomes+ an+ even+ bigger+ problem+ for+ mobile+ shoppers,+ who+
already+tend+to+leave+the+process+axer+the+first+step.+
+
It+is+crucial*that*consumers*can*pay*and*check*out*with*their*preferred*method*
during+ the+ online+ shopping+ process.+ This+ payment+ method+ should+ be+
interoperable*among*channels,*devices*and*borders.+
+
+ + + + + + + ++
+
+
47%*
38%*
15%*
Not*difficult* Neutral* Difficult*
Online*payments*
*437+responses+
46%*
56%*
44%*
53%*
40%*
31%*
41%*
26%*
14%* 13%* 15%* 21%*
+Pure+player+ +Retailer+ +Mul?(channel+/+
Omni(channel+
Other+
Level*of*difficulty*of*online*payments*by*type*of*company*
*437+responses+
Not+difficult+ Neutral+ Difficult+
It+is+equally+crucial+that+the+merchant+acquires+certainty+about+the+iden?ty+of+
the+ consumer+ for+ a+ fast+ check(out.+ To+ enhance+ trust+ in+ the+ online+ world,+
solu?ons+ need+ to+ be+ secure* and* trustworthy.+ For+ more+ informa?on,+ please+
download+the+Ecommerce+Europe’s+Priority+Paper+2016+from+our+website.+
+
++
+

29. www.ecommerce(europe.eu++ 30+
3.2.*Language,*Marke)ng,*Client*rela)onship*
*
Around+half+of+the+companies+selling+cross(border+have+indicated+that+language*
differences*across*the*European*Union*are*a*neutral*barrier*to*overcome+when+
selling+abroad.+However,+29%+believes+it+is+a+difficult+barrier+to+tackle,+while+only+
23%+indicated+that+language+is+not+a+difficult+barrier+to+tackle.+
+
Building+client*rela)onships*proves*to*be*a*neutral*obstacle*for*almost*half*of*
the*companies*selling*abroad.+28%+believe+it+is+not+a+difficult+barrier+to+tackle,+
while+for+23%+it+is+difficult+to+deal+with.+
+
Developing+ a+ marke)ng* strategy* for* selling* goods* and/or* services* abroad* is*
not* difficult* for* 24%* of* the* companies* that+ answered+ this+ ques?on.+ 50%+ of+
merchants+believe+it+represents+a+neutral+barrier,+while+26%+believe+it+is+difficult+
to+do+marke?ng+for+cross(border+sales.++
+ + + + + + + ++
+
+
23%*
48%*
29%*
Not*difficult* Neutral* Difficult*
Language*
*437+responses+
24%*
50%*
26%*
Not*difficult* Neutral* Difficult*
Marke)ng*
*437+responses+
28%*
49%*
23%*
Not*difficult* Neutral* Difficult*
Client*rela)onships*
*437+responses+

30. www.ecommerce(europe.eu++ 31+
3.3.*Barriers*to*crossLborder*eLcommerce*and*geoL
blocking*prac)ces*
+
In+the+context+of+the+recent+EU+policy+discussions+on+so(called+‘geo(blocking’+
prac?ces,+ Ecommerce+ Europe+ wants+ to+ draw+ the+ aien?on+ of+ European+
legislators+ to+ the+ importance+ of+ recognizing+ online+ merchants’+ fundamental+
rights+to+economic+and+contractual+freedom+based+on+reasonable+grounds.+This+
also+means+that+a+company+may+decide+not+to+sell+or+deliver+to+a+consumer+in+
another+ Member+ State+ or+ apply+ a+ different+ price+ for+ the+ same+ product+ sold+
online.+ European+ policy+ makers+ should+ take+ into+ account+ that+ consumer+
differen?a?on+ (+ based+ on+ their+ loca?on+ (+ does+ not+ mean+ consumer+
discrimina?on+per#se.++
+
+ + + + + + + ++
+
+
168* 160* 158*
140*
105* 94*
81*
37*
Differing+axer(sales+
costs+
Long(distance+delivery+Varying+VAT+rates/rules+ Legal+uncertainty+and+
differing+legal+
frameworks++
Higher+level+of+fraud+
risk+linked+to+online+
payments+in+certain+
countries+
Different+legal+
guarantee+provisions+
Different+language+ Other++
Jus)fied*reasons*for*applying*different*prices*or*for*not*selling*to**
consumers*based*on*their*loca)on*
*378+responses+
*
A+differen?a?on+in+price+and+condi?ons+can+already+be+jus?fied+under+the+so(
called+ ‘objec?ve+ criteria’+ of+ Ar?cle+ 20.2+ of+ the+ Services+ Direc?ve.+ Companies+
surveyed+ were+ asked+ to+ indicate+ which+ reasons+ they+ consider+ as+ jus?fied+ to+
apply+different+prices+or+decide+not+sell/deliver+to+certain+markets.+Most*of*the*
companies* indicated* differing* agerLsales* costs,* longLdistance* delivery* and*
varying* VAT* rules/rates* as* the* most* jus)fied* reasons* to* “geoLblock”.*
Ecommerce+Europe+wants+to+point+out+companies+need+to+reroute+consumers+
or+refuse+to+sell/deliver+them+because+of+the+many+remaining+barriers+to+cross(
border+e(commerce.+Therefore,+if+jus?fied,+geo(blocking+should+be+allowed+and+
only+unjus?fied+prac?ces+should+be+tackled.++

31. www.ecommerce(europe.eu++ 32+
4.*Trends*in*crossLborder*eLcommerce*
+
This+chapter+presents+an+overview+of+the+development+of+cross(border+e(commerce+in+
Europe+over+the+past+2+years+and+the+expected+evolu?on+of+cross(border+sales+in+the+
coming+2+years.+
+
4.1.*Evolu)on*of*crossLborder*sales*over*the*past*2*years*
+
Despite+the+barriers+that+online+shops+s?ll+experience,+the*results*of*the*survey*showed*
that*the*sales*of*products*and/or*services*abroad*have*increased*in*the*last*2*years*for*
most* of* the* companies.+ Almost+ half+ of+ the+ companies+ that+ answered+ this+ ques?on+
declared+that+their+cross(border+turnover+has+increased+by+1(10%+over+the+last+2+years.+
+
Only*9%*of*the*companies*declared*that*their*annual*turnover*decreased*over*the*past*
2* years.* The+ e(commerce+ sector+ is+ one+ of+ the+ few+ European+ industries+ that+ has+
experienced+a+non(stop+double(digit+economic+growth.+For+the+actual+growth+figures+of+
the+market+per+region+and+even+per+country,+please+read+our+European+B2C+E(Commerce+
Reports+(available+on+our+website+in+the+“Research”+sec?on).++
+
For+merchants,+there+are+s?ll+plenty+of+opportuni?es+for+growth+by+expanding+into+new+
European+markets.+Ecommerce+Europe+is+confident+that+breaking+down+barriers+to+cross(
border+e(commerce+could+create+millions+of+extra+jobs+in+the+coming+years.+
++
+++
+
+ + + + + + + ++
+
+
9%*
48%*
21%*
15%*
4%* 3%*
<0%+ 1(10%+ 10(20%+ 20(50%+ 50(100%+ >100%+
Development*of*the*turnover*of*crossLborder*
sales*over*the*past*2*years*
*310+responses*
10%+ 8%+ 8%+
48%+
59%+
38%+
20%+ 19%+
27%+
14%+
8%+
18%+
5%+ 2%+ 3%+3%+ 4%+ 6%+
+Pure+player+ +Retailer+ +Mul?(channel+/+Omni(
channel+
Development*of*the*turnover*of*crossLborder*
sales*over*the*past*2*years**
by*type*of*company*
*295+responses+
<0%+ 1(10%+ 10(20%+ 20(50%+ 50(100%+ >100%+

32. www.ecommerce(europe.eu++ 33+
4.2.*Expected*op)mis)c*evolu)on*of*crossLborder*sales*
+
According+to+the+results+of+the+survey,+the*expecta)ons*of*online*merchants*for*crossL
border*sales*over*the*next*2*years*are*rather*op)mis)c,+and+only+7%+of+the+companies+
that+answered+this+ques?on+expect+a+decrease+of+their+turnover+realized+abroad.++
+
Companies+ were+ also+ surveyed+ about+ their+ expecta?on+ in+ the+ current+ context+ of+
globaliza?on+of+e(commerce.+Most*of*the*companies*believe*that*the*globaliza)on*of*
eLcommerce* will* foster* unfair* compe))on* between* EU* and* extraLEU* online*
merchants.+ European+ policy+ makers+ should+ work+ towards+ the+ comple?on+ of+ the+ EU+
Digital+Single+Market+in+order+for+Europe+to+stay+compe??ve+with+the+bigger+players+
coming+from+outside+Europe.++
+
+
+++
+
+ + + + + + + ++
+
+
7%*
33%* 29%*
20%*
7%* 4%*
<0%+ 1(10%+ 10(20%+ 20(50%+ 50(100%+ >100%+
Expecta)on*of*the*development*of*the*turnover*
of*crossLborder*sales*over*the*next*2*years*
*309+responses+
*
5%+
12%+
7%+
34%+ 36%+
31%+30%+ 28%+ 28%+
18%+
14%+
27%+
10%+
6%+
3%+3%+ 4%+ 4%+
+Pure+player+ +Retailer+ +Mul?(channel+/+
Omni(channel+
Expecta)on*of*the*development*of*the*
turnover*of*crossLborder*sales*over*the*next*2*
years*by*type*of*company*
*293+responses+
<0%+ 1(10%+ 10(20%+ 20(50%+ 50(100%+ >100%+
273*
203*
179*
129*
43*
22*
It+will+foster+unfair+
compe??on+
between+European+
and+extra(EU+online+
merchants+
It+will+increase+
choice+for+
consumers+
It+will+represent+a+
threat+to+European+
online+merchants+
It+will+s?mulate+
market+compe??on+
and+innova?on+
No+opinion+ Other+
Opinion*about*the*globaliza)on*of*eLcommerce*
*507+responses+

33. Ecommerce Europe
Rue de Trèves 59-61
B-1040 Brussel - Belgium
T. +32 (0) 2 502 31 34
www.ecommerce-europe.eu
www.ecommercetrustmark.eu
info@ecommerce-europe.eu
@Ecommerce_EU