Safe Shop is a tool for collecting and displaying reviews that we developed to help merchants increase trust and conversions on their webshop. Additionally, Safe Shop is a national trustmark, and safeshop.hr is an online service that helps customers find safe web stores and educate themselves about safe online shopping (in the Tips section).
The initiators of the project are Marcel Majsan (president of the eCommerce Croatia association) and Dario Begonja (eCommerce consultant and director of the Hero Factory agency), and it was developed primarily for members of the eCommerce Croatia association to enable them to display the trustmark and receive local support for all collected reviews.
The owner of the registered domain safeshop.hr is the company Ecommerce d.o.o.
Ecommerce d.o.o.
Selska 1, Mursko Središće
OIB: 89734180156
Director Contact:
Marcel Majsan
[email protected]
+385 99 2025 707
Safe Shop as a trustmark
Safe Shop is also a trustmark developed by the eCommerce Croatia Association to help web merchants build trust with customers. It was created as an evolution of the previous Trusted Shop certificate and is based on 10 clearly defined criteria of the eCommerce Code of Conduct, aligned with the expectations of online shoppers.
For more information and details about certification, visit the official page of the eCommerce Croatia association.
- the ability to display a trustmark
- the ability to automatically collect reviews after a purchase
- the ability to trigger automation with review invitations for a specific list
- the ability to integrate and display reviews collected from other sources (Google, Facebook, Trustpilot, Certified Shop)
- the ability to display the trustmark and reviews within a sidebar element or logo
- the ability to display all reviews in the form of a widget
- the ability to increase webshop security using a self-assessment checklist
- additional promotion on the homepage (special section, gold-colored trustmark)
- the ability to send up to 1,000 review invitations per month (standard members have 150)
- premium support (all premium members receive a direct phone number for the Safe Shop administrator)
This needs to be regulated by the Privacy Policy of each individual webshop.
The Privacy Policy must state:
- which data is forwarded to Safeshop.hr (email address, customer name, order ID, order date),
- for what purpose (sending an invitation to leave a review after purchase),
- and specify that the data is used exclusively for the stated purpose
If you want to ensure everything is properly implemented, feel free to contact attorney Dijana Kladar, who can help align your entire business with GDPR: [email protected]
A bad review can be good because it is an opportunity to increase customer trust
- It gives you authenticity – No one trusts a webshop with exclusively perfect reviews. One or two bad reviews make you more credible and authentic.
- It provides an opportunity for improvement – Bad reviews often contain valuable information about what you need to improve.
- It demonstrates quality customer support – Properly managing a bad review can show other customers that you care and that you handle your clients’ problems quickly and effectively.
- React quickly – the sooner, the better. This shows that you actively monitor and value feedback.
- Be professional and polite – do not react emotionally; clearly acknowledge the problem and offer a concrete solution.
- Personalize the response – avoid generic or automated responses. Address the customer by name and refer specifically to their problem.
- Be transparent – admit a mistake if one actually occurred. Transparency increases trust and empathy.
- Offer compensation or an alternative – if the problem is justified, offer a refund, replacement, or another form of compensation.
- Continue the dialogue privately – if possible, redirect more detailed discussion privately (phone, email), but publicly show that you have begun resolving the issue.
Ultimately, a smart reaction to a bad review can often result in a more positive perception of the webshop than if the negative review had never happened.
That is exactly the biggest advantage of Safe Shop – our support!
When leaving a review, the customer must provide an email address and an order number. In case of suspicion of a fake order, you can always contact us at [email protected] and we will hide or delete the review if it turns out to be a fake review.