{"id":150426,"date":"2026-06-19T11:57:31","date_gmt":"2026-06-19T09:57:31","guid":{"rendered":"https:\/\/www.retaildetail.be\/?p=150426"},"modified":"2026-06-19T11:57:33","modified_gmt":"2026-06-19T09:57:33","slug":"a-compter-daujourdhui-toutes-les-boutiques-en-ligne-europeennes-doivent-disposer-dun-bouton-de-retractation","status":"publish","type":"post","link":"https:\/\/www.retaildetail.be\/fr\/news\/general\/a-compter-daujourdhui-toutes-les-boutiques-en-ligne-europeennes-doivent-disposer-dun-bouton-de-retractation\/","title":{"rendered":"Toutes les boutiques en ligne europ\u00e9ennes d\u00e9sormais oblig\u00e9es d&rsquo;avoir un \u00ab bouton de r\u00e9tractation \u00bb"},"content":{"rendered":"\n<p>\u00c0 compter du 19 juin 2026, toutes les boutiques en ligne de l&rsquo;Union europ\u00e9enne devront disposer d&rsquo;une fonctionnalit\u00e9 de r\u00e9tractation clairement identifiable dans leur application ou sur leur site web. L&rsquo;objectif est de permettre aux consommateurs d&rsquo;annuler leurs achats en ligne aussi facilement qu&rsquo;ils les effectuent, en un seul clic.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u00ab Annuler l&rsquo;achat \u00bb<\/h2>\n\n\n\n<p>Cette mesure, qui d\u00e9coule d\u2019une directive europ\u00e9enne, vise \u00e0 rendre le droit de r\u00e9tractation existant plus accessible. Aujourd\u2019hui, les clients doivent encore souvent annuler ou retourner leur achat en ligne via un formulaire, mais cela devrait d\u00e9sormais pouvoir se faire d\u2019un simple clic sur un bouton. Ce bouton doit en outre \u00eatre librement accessible, sans qu\u2019il soit n\u00e9cessaire de se connecter au pr\u00e9alable ou de contacter le service client.<\/p>\n\n\n\n<p>Il est \u00e9galement pr\u00e9vu que le bouton ou le lien comporte un texte clair, tel que \u00ab r\u00e9silier le contrat ici \u00bb ou \u00ab annuler mon achat \u00bb. \u00ab Apr\u00e8s la r\u00e9tractation, la boutique en ligne doit imm\u00e9diatement envoyer une confirmation indiquant la date et l\u2019heure de la r\u00e9siliation \u00bb, exige par exemple l\u2019Autorit\u00e9 n\u00e9erlandaise de la consommation et du march\u00e9 (ACM).<\/p>\n\n\n\n<p>Les boutiques en ligne qui ne mettent pas en place la fonction de r\u00e9tractation, ou qui le font de mani\u00e8re insuffisante, s\u2019exposent \u00e0 des sanctions. Les autorit\u00e9s de march\u00e9 comp\u00e9tentes des \u00c9tats membres peuvent infliger des sanctions et des amendes. Les signalements des consommateurs constitueront \u00e0 cet \u00e9gard une base importante.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Ce n\u2019est pas tout \u00e0 fait clair<\/h2>\n\n\n\n<p>Cela ne signifie toutefois pas que les consommateurs peuvent annuler sans frais d\u00e8s qu\u2019ils changent d\u2019avis, surtout si une commande est d\u00e9j\u00e0 en cours d\u2019exp\u00e9dition. \u00c0 cet \u00e9gard, le bouton de r\u00e9tractation risque de semer la confusion, craint l\u2019association professionnelle n\u00e9erlandaise Thuiswinkel.org. \u00ab D\u00e8s qu\u2019une personne effectue un achat, toute une s\u00e9rie d\u2019op\u00e9rations logistiques complexes se mettent en place. Si, par exemple, quelqu\u2019un change d\u2019avis au bout d\u2019une heure, <a href=\"https:\/\/www.rtl.nl\/nieuws\/economie\/artikel\/5618282\/vanaf-vandaag-moet-er-annuleringsknop-zichtbaar-zijn-bij-webshop\">le processus d\u2019achat ne peut plus \u00eatre interrompu<\/a>. Les consommateurs doivent en \u00eatre conscients \u00bb, explique Vincent Romviel, juriste chez Thuiswinkel.org, \u00e0 RTL. Le colis devra alors tout de m\u00eame \u00eatre renvoy\u00e9.<\/p>\n\n\n\n<p>Les grands acteurs du secteur, tels que <strong>Bol<\/strong>, ne voient<strong> <\/strong>d\u2019ailleurs gu\u00e8re de changement. \u00ab Dans leur compte client, nos clients peuvent d\u2019ores et d\u00e9j\u00e0 utiliser le bouton \u201cRetour\u201d \u00bb, a d\u00e9clar\u00e9 un porte-parole \u00e0 RTL. \u00ab Nous avons opt\u00e9 pour le terme \u201cretour\u201d car nous pensons que les clients le comprennent mieux que le terme \u201cr\u00e9tractation\u201d. \u00bb<\/p>\n\n\n\n<p>La f\u00e9d\u00e9ration belge du commerce en ligne BeCom s\u2019interroge \u00ab s\u00e9rieusement \u00bb sur cette nouvelle mesure, \u00ab car celle-ci pose un diagnostic erron\u00e9 du probl\u00e8me \u00bb. Les commer\u00e7ants pointent du doigt les places de march\u00e9 chinoises : \u00ab c\u2019est l\u00e0 que se situe le v\u00e9ritable probl\u00e8me \u00bb. BeCom demande donc \u00e0 l\u2019Europe \u00ab un meilleur respect de la l\u00e9gislation existante afin que les commer\u00e7ants chinois s\u2019y conforment effectivement, plut\u00f4t que d\u2019imposer des obligations suppl\u00e9mentaires aux boutiques en ligne belges (et, par extension, europ\u00e9ennes) \u00bb.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00c0 compter du 19 juin 2026, toutes les boutiques en ligne de l&rsquo;Union europ\u00e9enne devront disposer d&rsquo;une fonction de r\u00e9tractation clairement identifiable dans leur application ou sur leur site web. L&rsquo;objectif est de permettre aux consommateurs d&rsquo;annuler leurs achats en ligne aussi facilement qu&rsquo;ils les effectuent, en trois clics maximum.<\/p>\n","protected":false},"author":5,"featured_media":150427,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[15,25],"tags":[],"people":[],"extra":[43],"company":[390],"topic":[198,710],"region":[243],"class_list":["post-150426","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-algemeen","category-general","extra-plus","company-bol-com","topic-e-commerce","topic-legislation","region-europe"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Toutes les boutiques en ligne europ\u00e9ennes d\u00e9sormais 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