| Frequently Asked Questions |
 |
What is the BBBOnLine Reliability seal program? |
 |
The BBBOnLine Reliability seal program is the Better Business Bureau's reliability assurance program for the World Wide Web, aimed at creating greater consumer trust and confidence on the Internet. The mission of the Reliability seal program is to help web users find reliable, trustworthy, businesses online, and to help reliable businesses identify themselves as such, via voluntary self-regulatory programs. The BBBOnLine Reliability seal supports the growth and development of safe and secure e-commerce.
|
|
|
How is the BBBOnLine Reliability Seal different from other seal programs on the Internet that claim to identify ethical businesses? |
|
Companies in the BBBOnLine Reliability program make a commitment to high levels of ethical business practices and customer satisfaction that are not required by many other seal programs. For example, we review advertising claims made on the websites of applicants to see that they meet basic BBB truth-in-advertising standards. Companies in BBBOnLine Reliability commit to work with their customers and the BBB to resolve disputes that might arise; including going through an arbitration process monitored by the BBB should a customer so choose. And, BBBOnLine Reliability sealholders abide by the BBB's Code of Online Business Practices, a trusted roadmap for safe and secure e-commerce. No other program can match the high consumer protection standards, the years of advertising and dispute resolution experience, and the high public name recognition that the BBB system brings to BBBOnLine. |
|
|
Do I have to be a member of the Better Business Bureau to get the Reliability seal? |
|
Yes, businesses with websites that carry the BBBOnLine Reliability seal are all members of their local Better Business Bureau. To become a BBB member, a company must provide the BBB in its area with information about the business, its officers, and time in business and must agree to abide by BBB standards and business practices. The business must also have a satisfactory complaint history with the BBB in its area. At its option, the Bureau may send a representative to visit the place of business and talk to management. The BBB's Board of Directors must approve every new member. This process is an integral part of Better Business Bureau's ability to vouch for the reliability of all BBBOnLine Reliability participants.
|
|
|
If I'm already a member of the BBB, why can't I just say that online? Why do I need to qualify for the BBBOnLine Reliability seal and pay an extra fee? |
|
The reliability seal applies exclusively to the World Wide Web, where it is even more difficult than in the real world to be sure of a person or a company's identity and location. When potential customers are searching the Web for products and vendors to buy them from, they have little idea of who you are in the real world, and may never even have heard of you, especially if you are a small business. Remember, your website is reaching customers around the country, and even the world! The BBBOnLine Reliability seal is their assurance that you are a reputable company who will live up to the promises you make online. The fees we charge for BBBOnLine go towards reviewing websites for compliance with our standards, resolving customer complaints, and maintaining national and local offices, staff, website and database, and other program expenses.
|
|
|
What are the benefits to becoming a participant in the BBBOnLine Reliability program? |
|
The short answer is to boost your chances of making a sale. In a survey of web shoppers conducted by Greenfield Online, 89% agreed that the recognition of companies on the Web by Better Business Bureau Online would make them more confident about buying from those companies.
The BBBOnLine Reliability seal:
- Lets consumers know your business is reliable.
- Distinguishes your company from online competitors, both legitimate and otherwise.
- Enlists your company in our searchable BBBOnLine database, a resource for anyone seeking trustworthy businesses.
- Demonstrates that you care about honest advertising, fair treatment of customers, and self-regulation as an alternative to government regulation of businesses.
- Helps increase consumer confidence in the Web as a safe place to shop.
|
|
|
Will the Reliability seal actually help drive more traffic to my Website and help me increase sales? |
|
Various research surveys have shown, and continue to show, that online customers prefer to do business with those companies whose web sites show some form of reputable third-party recognition and that adhere to a set of enforceable best business practice standards. For example a customer is more likely to buy from you if they know they can easily return or exchange merchandise purchased over the Web, as opposed to doing business with a company that offers no such assurance. The www.bbb.org and www.BBBOnLine.org web sites both offer searchable databases where customers can look for companies to do business with. The fact that you are a member of the Better Business Bureau and have earned the BBBOnLine Reliability seal adds value to the information they are likely to use in making their purchasing decision.
|
|
|
I'm a local firm, and most of my customers are local. They know me by reputation. Why do I need a Reliability seal? |
|
Think about improving your ability to reach and win potential new customers. On the Internet, visitors to you site could hail from another county, another state or another country! Not everyone who could do business with you will find out about you through word of mouth or local advertising. The BBB name is well-known nationwide (and increasingly internationally), and having the BBBOnLine Reliability seal on your Website (whether it is strictly informational or whether customers can purchase goods online) gives you the ability to reach and connect with a much larger, geographically dispersed audience. They don't have to know you personally to know what your business stands for and to have the confidence and trust in doing business with you.
|
|
|
My web site is for information only - I don't sell anything online, so why would I need a Reliability seal? |
|
Companies in the BBBOnLine Reliability program make a commitment to high levels of ethical business practices. The BBB name is recognized nationwide and throughout the world as a symbol of trust and reliability. Having The Reliability Seal on your site can help build trust in the information you are providing and increase the number of visitors.
|
|
|
How/where can the BBBOnLine Reliability logo be used? |
|
Members may use the BBBOnLine Reliability seal on web sites that the company owns, or on other web sites where they might advertise or sell, for example, auction sites. Wherever the seal is used, it should always be linked to a BBBOnLine confirmation page, which in turn offers links to background info on the company and the BBBOnLine program standards.
In addition, BBBOnLine Reliability participants that publish an offline catalog are permitted to display the logo in their catalog. The intention is to help companies to move their customers towards using the web, which many catalog companies are doing, by allowing them to show their web credentials in print catalogs. As the BBBOnLine seal can't be linked when in a catalog, it must be easily available and linked on the company's web site in order to be permitted in catalog use. A catalog is a multi-page print publication used for mailing and listing multiple products for a company. Use of the seal is not permitted in fliers, brochures, handouts or other printed material.
Use of the BBBOnLine seal in email is not permitted.
|
|
|
If I'm already a member of the BBB, do I automatically get the Reliability seal if I apply? |
|
No, you will need to meet some additional criteria that relate specifically to online activities. These are summarized in the BBB Code of Online Business Practices. Online merchants must post privacy notices, encrypt sensitive data when collecting it online, and post disclosures about the company, products and services. All Reliability seal holders also pledge to resolve customer disputes, including going to a BBB arbitration hearing if necessary. These commitments go beyond traditional BBB membership alone.
|
|
|
What are the BBBOnLine Reliability Program requirements? |
|
Companies are required to:
- Become a member of the Better Business Bureau where the company is headquartered;
- Provide the BBB with information regarding company ownership and management and the street address and telephone number at which they do business, which may be verified by the BBB in a visit to the company's physical premises;
- Be in business a minimum of one year (an exception can be made if a new business is a spin-off or a division of an existing business, which is known to and has a positive track record with the BBB);
- Have a satisfactory complaint handling record with the BBB;
- Agree to participate in the BBB's advertising self-regulation program, and correct or withdraw online advertising when challenged by the BBB and found not to be substantiated or not in compliance with the children's advertising guidelines set by the BBB;
- Respond promptly to all consumer complaints;
- Agree to dispute resolution, at the consumer's request, for unresolved disputes involving consumer products or services.
- Be in compliance with the BBB Code of Online Business Practices.
|
|
|
Who monitors use of the Reliability seal? |
|
Monitoring is primarily through consumer complaints and comments, and local BBB staff. In addition, BBBOnLine staff conducts random web site reviews for compliance with the program standards.
|
|
|
How does BBBOnLine Reliability handle consumer complaints? |
|
Local BBB offices handle all complaints about BBBOnLine Reliability participants in their area. This allows our BBB offices to be aware of all complaint activity and to react to any pattern of complaints that might develop. An important part of our mission is to ensure BBBOnLine Reliability seal standards are adhered to at all times, so we maintain public trust in the BBB name and the BBBOnLine Reliability seal.
|
|
|
How much does the BBBOnLine Reliability seal cost? |
|
There is a license fee for participating in BBBOnLine Reliability. Fees vary based on the size of the company. Pricing information can be obtained from your local Better Business Bureau. To find the BBB nearest you, visit: lookup.bbb.org
|
|
|
How do I apply for a BBBOnLine Reliability seal? |
|
Contact your local BBB office or go online to www.bbbonline.org. Click on "Enroll your business" on the home page and follow the steps from there.
|
|
