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1. Executive Summary

Zenten will bring the hottest American brands to the rest of the world. With a well thought thru supply chain process, a highly profitable pricing and cost model, and a well trained and motivated buyers network in the United States, Zenten wants to start its journey to become the number one online place for the brands that we represent in Europe. We intent to do this, by re-engineering our current business into a truly online business operation.

Zentens intention to create a high level trust customer relationships will be supported by technology, process and people components that interact optimally with one another, enabling us to be aware of our capabilities and user our resources in an optimal way to create a great service experience. In order to achieve this, Zenten incorporates state of the art security, data protection and privacy and business availability procedures and technology. Further Zenten is seeking certification of their socio technical system by an external certification body, to ensure trust risks are identified and mitigated. Further Zenten promises service levels to their customers and lives up to it.


2. E-commerce Technologies/Building an E-commerce Website

2.1 the product

Zenten was founded 2 years ago by a swiss expatriate living in New York. It all started because many of the expatriates friends in Switzerland asked to have this and that shipped to Switzerland, because they didn't had access to these items. When Zenten was founded as a small business, the company imported American brands that are not shipped outside the United States by the manufactories, to Switzerland and sold the goods thru E-enterprise through e-bay and Ricardo (Swiss Auction Website).

For the past year, requests for branded US made clothing have increased by almost 45% (from $ 80,000 to $116,000); and customer base grown by 20% to include customers from Austria, Slovakia, Slovenia, eastern France and several others as far as Romania. Popular brands that are imported include Hollister, Abercrombie & Fitch, Banana Republic, Coach and Victoria Secret present an urgent need for Zenten to rethink their business operations. In order to fully exploit the potential and to satisfy the increased demand Zenten has decided to explore the possibility and viability of establishing its own online retail solution.

To cope with these changes, Zenten is establishing its own online retail shop. Zenten is looking at opening its own website that will offer customers' innovative product assortment from various designers in the United States and Canada all packaged in an unforgettable shopping experience. Zenten intends to make fashion more accessible to the trendy young Europeans. Included in this offering are elegant essentials and sophisticated seasonal collections of accessories, shoes, and personal care products for both men and women.

Simply put in most American cities there are dedicated areas for certain groups, e.g. Chinatown and little Italy which makes it easy to decide where to go, when looking for something specific. As there are many American brands that don't ship outside the US, Zenten would like to become the place on the internet where customers turn to shop for clothing in a little E-America.

In essence Zenten will provide two models for their products:

  • Standard Products: Consist of a standard assortment of lifestyle goods from the brands that we represent. These products will be available in the Web store and stored in our warehouse in eastern Europe.
  • Special Products: In addition to that, we offer our customers to place special orders for other lifestyle products currently not in our standard assortment. This will help us to identify future candidates for our standard assortment and also to become a true little E-.America. These products will be shipped from our buyer to the customer directly.

Zenten believes that it can exploit the highest value e-capabilities available to spur growth and attain its full potential. In this regard, Zenten will settle on the highest-value opportunities considering impacts on business value, cost, business strategy and technology as outlined below.


2.2 Business model

Zenten will adopt a virtual E-Tailer B2C model without any physical outlet. To support this business model, Zenten will maintain and run an inventory management system using JIT approach to ensure adequate provision and timely delivery of goods. By adopting this business model, Zenten intends to minimize startup (investment) costs, reduce operating expenses and enhance revenue. Customers will be able to check inventory level of the articles being sold on the website and also choose from a myriad of possible choices on offer online.

As a pure E-tailer, Zenten has entered into exclusive partnership with a major courier service company to provide discounted delivery services for all its customers in selected countries. Use of JIT further improves efficient flow of goods from the supplier in the US in order to meet demand. It further improves efficient management of inventory thus keeping costs low.


2.3 Value proposition

Zenten aspires to make inaccessible or locally overpriced American lifestyle products available to Europe at affordable prices.

Further we stand for:

  • All our products are 100% authentic
  • Our products are affordable (We guarantee our customers that our products are priced like the manufacturers online store prices, and not higher)
  • We ensure traceable delivery from our warehouse or supplier to the customers door

Zenten will also offer Zen Membership to frequent buyers who earn loyalty points and get heavily discounted prices for clothing; in particular at the end of the prevailing season.

And last but not least, thru our special order service, we allow our costumers to buy almost anything from the states that they can't order elsewhere. This will truly make us little e-Amerika.


2.4 Desired market image for your product/service

The desired market image for the product range is to show youth, hype and sophistication all rolled up in one, captivating a laid back attitude of urban elegance, one that identifies with college going individuals and those that have entered employment climbing the corporate ladder.

At the same time an image that would not turn away a person that has settled down in the corporate world for their casual wears.


2.5 Targeted customer and likely competition

In our traditional business model the primary customer targets are expats and brand lovers. We are importing brands from the United States that are not being shipped outside America, targeting people that know these products. Marketing campaigns from the original stores work in our favor, as people order thru us as a means to acquire our stand product without travelling.

The office of communication in the UK (Ofcom) has established that 65% of kids ages 8 to 11 had Internet access at home in 2007. Among children ages 12 to 15, the percentage rose to 75%. Data from Euro-stat shows that 80% to 90% of 16-to-24-year-olds are weekly internet users in most countries in Europe. According to European Interactive Advertising Association survey conducted across Europe, 75% of respondents with children accessed the internet each week, compared with only half of those without children.

Zenten primarily targets two consumer groups i.e. the young teens in the age brackets of 14-18 and 18-22 years who are our primary customers and represent over 90% of internet users in Europe. Zenten will continue to provide this niche of customers with social-inspired image casual wear for both boys and girls from leading American fashion houses. Zenten will provide wide range of eccentric fashion choice and depth to youth that is mostly dissatisfied with uninspiring European fashion. The secondary target market includes the parents and mid aged professionals whom we intend to provide exclusive luxurious items and leather apparels to class conscious eastern Europeans. Since the transactions will be conducted by their parents, we intend to provide this market segment with fashionable apparel that is trendy and luxurious items at very competitive prices.

In the top 10 internet retailers in Europe, vente-privee.com is the only E-Tailer engaged in fashion and accessories (but is also engaged in toys, watches, home appliances, sports equipment, technology and wines). They conduct online designer brand sales over a limited period of about 48-96 hours and the merchant then orders the brand items selected by members participating in the sale for delivery. Vente-privée is our closest direct competitor that is based in France but only deals with customers from Germany, Spain, France, Italy and the United Kingdom.

Zenten intends to create a competitive advantage through differentiation via market segmentation in particular through specialized market niches based in Eastern and Central Europe which lack high quality and trendy branded fashion at affordable prices.

In summary the main market for Zenten products is in Switzerland however, we the investment in our e-commerce business our desire is to be shipping worldwide.


2.6 Catalogue focus, technology and general design

Catalogue Focus:

Zenten will endeavour to provide its customer base with ground-breaking customer experiences. In this regard, we opt to incorporate the following key features into our e-commerce business taking into account the targeted market segment which is very technological savvy, internet smart and demand the best in online experiences that our competitors are not currently providing. Catalogue focus is an important and critical success factor for our e-commerce venture. In order to ensure shopping experience at Zenten is one of a kind, we will utilize available technologies and business design sense to incorporate the following catalogue related features;

  1. Advanced Search: Provision for relevant results to every search through visible relevance rank controls, word list and keyword redirection, data-driven spell correction (“Did you mean??), and type-ahead auto-fill capabilities.
  2. Guided Navigation: Facilitate customer's ability to refine the online catalog by the most relevant product attributes through dynamically summarized product information.
  3. Dynamic Merchandising: Prop up matching and top margin products that are relevant based on the customer's actions.
  4. Dynamic Landing Pages: Ability to direct customers to marketing configured pages with a customized look and feel, based on any search or trigger, from any source.
  5. Search Engine Optimization (SEO): Automatically generates keyword rich pages that can elevate natural search rankings for long-tail content.

In addition to providing a hassle free and superior shopping experience via the Zenten catalog, general website development and design will ensure our website selects the highest-value e-capabilities, incorporates design features with high-level business, technical and security architectures.

Products that will feature in our catalogue will be categorized as follows:


Technology and General Design:

In designing our website and selecting the appropriate technology, Zenten will be guided by the following factors namely: functionality, informational, Ease of use, redundant navigation, ease of purchase, multi-browser functionality, simple graphics and legible text.

What can our customers expect from Zenten?


2.7 Pricing guidelines

Standard Products:

Our biggest profit margin we will achieve with our goods that we buy in the outlet centers to sales prices and sell them at their original store price (according to tag). However there will be other standard items that our customers desperately wants, that are not available in the outlet centers. These items will be bought from american wholesellers with a smaller but still good profit margin. Therefore, and also because we want to encourage our buyers to buy smart we will need a pricing structure depending on the actual item prices. The higher the discount the higher the buyers provision.

All items are sold at original tag prices by the manufacturer. Only items discounted by the manufacturer will be discounted accordingly.


Standard Product Pricing

  • Bought with a discount higher than 50%: Sold at original Tag price. Buyer Provision 10%.
  • Items bought with a discount between 25 and 50%: Sold at original Tag price, Buyer Provision 5%.
  • Items bought from the wholeseller are discounted between 25 and 35 % and sold at original Tag prices. No buyer provision.

Depending on popularity of the product range, the usual markup on the cost of acquisition from the manufacturer should not be less than 25%. However these pricing guidelines should be reviewed frequently to ensure profitability of the company and each product line. Products not performing to our satisfaction should not be re- stocked.


Special Products:

Our customer will be able to order special deliveries thru our network of buyers. This is also a channel to keep an eye on the demand. If many people ask for the same products, we might want to move them into the standard products section. This service might seem expensive, but can be used if something is desperately wanted. Items will be bought by our buyer network. The buyers can choose where to get the item from, flaghip store, local retailer, or the outlet center.


Special order pricing:

* Items will be sold at original tag prices plus 20% but at least 20USD. Zenten will keep a quarter of the 20% as commission; the rest of the profit goes to the buyer. This is to animate our buyer to take on special orders, as they can make good profit, if they buy the items cheap. Otherwise they would not do the extra errand.

Shipping is billed out to us leverage the DHL corporate account. Delivery to customer will be added to the customer's bill.


2.8 Expenses directly related to the product

Expenses that will be directly related to the provision of the product are

  1. Cost of merchandise
  2. Cost of hosting the site, and
  3. Cost of wages for staff to manage the operations.
  4. Buyers Network provisions and commissions
  5. VAT and other country specific taxes
  6. Storage Cost at Warehouse Facility in low cost country in eastern Europe
  7. Shipping Cost between Suppliers and Warehouse.

2.9 Supply Sources

Traditional supply chain management has always been viewed as an inflexible solution that somehow managed to get products out the door. Well the E-commerce / ERP based system solution has changed all that by transforming this historic process into something that is closely managed and regulated.

Zenten is making attempts to avoid a single source of supply as any closure of trade lanes or a disruption at the single supply source could impact Zenten's supply chain. Discoveries are being made by finding multiple supply sources for the sales products in a manner that will cost effectively enhance flexibility as this has been determined the best way to mitigate problems with a single supply source. For example the United States apparel companies use local suppliers to supplement their main, offshore suppliers. Companies using these small supplier based in the North America can add responsiveness to their supply chain. A local supply base, although slightly more expensive, can respond to changing market needs much faster than the main, offshore supply base. A local supply source strategy also can address security breach problems. If a disruption causes the closure of trade lanes between the United States and overseas countries, the second "local" source can be used to provide the necessary backup. Zenten will make every effort to establish a close relationship with these local suppliers and leverage them as warehouses for items Zenten ships internationally.

In this way the e-commerce supply chain will help Zenten

  • reduce administrative and operational overhead
  • reduce unnecessary inventory
  • remove the middle-men required to get the goods to the customer
  • eliminate outdated business processes
  • reap cost-cutting and revenue-producing benefits
  • speed up production and responsiveness
  • Earn higher profit margins

In order for Zenten to get the greatest value out of e-commerce supply chain, Zenten must make sure the internal processing systems are working well before the e-commerce business model goes into production. Zenten should have a holistic vision of the business encompassing current strategy and five year plan. When moving to the e-commerce supply chain the cost of training people on the new software should not be underestimated. Leverage a fully integrated supply chain application which interfaces directly with an enterprise resource planning (ERP) system. As the ERP serves as the centralized solution for Zenten, handling the operations from the start of the order to the delivery, providing asset management, order taking, invoicing and billing, operational and financial reporting and much more. Think Global but act Local!

For our suppliers we enable a sort of B2B capability, where our buyer network can closely interact with our inventory and delivery system. All product orders to the suppliers will be managed thru this supply system and enable tracking of the supply chain from the supplier, to the warehouse and / or to the customer.


2.10 Delivery considerations

Zenten will outsource shipping and transportation to exclusive third-party carrier. Specifically Zenten will utilize DHL for shipping apparel to international customers, having DHL pickup the item directly from the supply source. This way the customer will enjoy an automated method to ship their package. The inner workings of the shipping process will be transparent to the customer as Zenten e-commerce platform will interface the shipping of the goods in the final process during the online payment.

Customers can make informed decisions, based on cost and shipping time analysis provided on the check-out platform. Being a customer of DHL, Zenten will enjoy up to ninety days of automatically stored shipping records. Customers will have the ability to individually track their items however Zenten will have the added functionality of edit and void shipments if required. In addition, Zenten will be able to view, print or export various reports for long term analysis. Zenten strategy to use DHL's automated shipping facilitates will minimize the potential for delivery problems and maximize profits.

Returns are only accepted on standard products. They can be sent back to us at our cost if we made a mistake. If the customer just does not like the product, he can send it back but needs to pay for the postal fees.


2.11 Adds value to customer

Zenten will take advance of the e-commerce trend emerging as customers seek out specific products at a more desirable price, understanding that the value in the products because they are able to do comparison shopping. An E-commerce supply chain is truly customer focused. Precisely tracking, gauge and profiling their customers based on their review of products and preference set. E-commerce ERP with a supply chain provides the customer with the necessary charts and tools to earn customer confidence that they will get precisely what they ordered from the manufacturers. Zenten must be agile and scalable adapting quickly to changes in the business and manufacturing processes, failure to do so could mean you're out of business tomorrow.

Zenten will utilize the e-commerce supply chain as a means of communicating and doing business with suppliers and customers. A end to end solution will lead to a dependable supply chain that is very reliable were the customers will not have absorbent costs or long lead times. Zenten considers the importance of the time and money of its customer to provide customer with an excellent experience as our competitors are just a mouse click away.

An optimized supply chain will assist Zenten with becoming an efficient e-commerce operations and delivery system which can provide customers new products what they want, when they want them and where they want them.


3. Security, Encryption, and Reliability

3.1 The plan for handling payment security, international customers, returns, non-paying customers

Conducting a ecommerce business will entail transacting online, i.e. Payments for purchases made on the Zenten website will be done via the website. In order to address the challenge of operationalising this important component of the enterprise Zenten will address issues of;

  1. Modes of payment available via the internet,
  2. The typical payment process,
  3. The key problems with online payments,
  4. Cultural issues with payments across different countries,
  5. Key minimal characteristics of Zenten's online payment system, and finally
  6. Propose standard for handling payment security, international customers, returns and non-paying customers .

Modes of payment available via the internet

For consumer purchases the credit card is the mode of preferred payment in the U.S., it's estimated that 90+ percent of all online payments are by credit card. This as maybe, in Europe this is not the case, especially in Germany (Europe's leading economy) debit cards are the preferred mode of payment for online purchases from e-tailers. It should be noted that new forms of payment are emerging, such as prepaid accounts etc.


The typical payment process

The typical online payment system constitutes a six-step process. And it follows the following outlined sequence:

  1. Potential customers visit the site.
  2. Potential customers view products and their brief descriptions.
  3. Potential customers select products and put them into an electronic shopping cart.
  4. Potential customers select available payment options.
  5. Online payment is handled securely, by a specialist payment processor.
  6. Payment is approved and confirmed both to seller and to the customer.
  7. Purchases are delivered to the customer via a designated carrier service.

The key problems with online payments

  1. Fraud is top concern for payments made online for both Zenten and online customers.
  2. With credit cards, customers might repudiate transactions which they have done and the merchant has already shipped leading to the card company disallowing a transaction and reversing it.
  3. Sometimes people develop payment habits and they are reluctant to change them.
  4. There is still no comprehensive hard data on how people pay online, “payment culture? owing to the novelty of the system.

Cultural issues with payments across different countries

Within any given country, and sometimes within states or regions of a country, there are distinct approaches to payment, depending on:

  1. The range of payment options available locally,
  2. Local payment habits and practices, e.g. Some cultures are averse to credit cards.
  3. Local or national regulations that govern payment

Zenten needs to be aware of a prevailing “payment culture,? of the areas that it intends to trade in. Zenten can never assume customers automatically have credit cards.

Based on the above Zenten intends to accommodate the following range of payment options on its Web:

  1. Credit or debit card payment
  2. Credit transfer and electronic checks
  3. Direct debit
  4. Prepaid plans
  5. Loyalty plan and points-based approaches

Key minimal characteristics of Zenten's online payment system

The Zenten online payment system shall have these minimal key characteristics:

  1. It shall be efficient and easy to use. A key advantage of doing business online is that it saves time and cuts costs.
  2. It shall be robust and reliable. Because payment is such a critical function, payment systems have to be fully reliable. They can't be out of action for any length of time.
  3. It shall be able to do verification. Much online fraud is caused by the absence of proper verification.
  4. It shall have capability for integration. A payment system must be able to integrate properly with relevant internal information systems; so, for example, a record of the payment can be added to the account details.
  5. And finally the system shall be insurable. Facilities such as escrow services must be available to ensure that the seller gets the money and the buyer gets the goods.

Proposed standard for handling payment security

Zenten will use the PCI Data Security Standard by the PCI Security Standards Council (https://www.pcisecuritystandards.org/), this is a set of comprehensive requirements for enhancing payment account data security, which was developed by the founding payment brands of the PCI Security Standards Council, including American Express, Discover Financial Services, JCB International, mastercard Worldwide and Visa Inc. Inc. International, to help facilitate the broad adoption of consistent data security measures on a global basis.

The PCI DSS is a multifaceted security standard that includes requirements for security management, policies, procedures, network architecture, software design and other critical protective measures. This comprehensive standard is intended to help organizations proactively protect customer account data.

The PCI Security Standards Council This standard is enhanced as needed to ensure that the standard includes any new or modified requirements necessary to mitigate emerging payment security risks, while continuing to foster wide-scale adoption.

The core of the PCI DSS is a group of principles and accompanying requirements, around which the specific elements of the DSS are organized and which Zenten will implement:

  1. A. Zenten shall build and maintain a secure network
    • Requirement 1:Install and maintain a firewall configuration to protect cardholder data
      Requirement 2:Do not use vendor-supplied defaults for system passwords and other security parameters

  2. B. Zenten shall protect cardholder data
    • Requirement 3:Protect stored cardholder data
      Requirement 4:Encrypt transmission of cardholder data across open, public networks, Zenten will partner with third party authentication service providers such as Verisign , a leading Secure Sockets Layer (SSL) Certificate Authority enabling secure e-commerce, communications, and interactions for Web sites, intranets, and extranets. This will enable thestrongest SSL encryption to every site visitor.

  3. C. Zenten shall maintain a vulnerability management program
    • Requirement 5:Use and regularly update anti-virus software
      Requirement 6:Develop and maintain secure systems and applications

  4. D. Zenten shall implement strong access control measures
    • Requirement 7:Restrict access to cardholder data by business need-to-know
      Requirement 8:Assign a unique ID to each person with computer access
      Requirement 9:Restrict physical access to cardholder data

  5. E. Zenten shall regularly monitor and test its networks
    • Requirement 10:Track and monitor all access to network resources and cardholder data
      Requirement 11:Regularly test security systems and processes

  6. F. Zenten shall maintain an information security policy
    • Requirement 12:Maintain a policy that addresses information security

Zenten has further identified Pivotal Payments- Pivotal Payments is a leading merchant services provider. They are committed to providing merchants with payment processing and merchant account solutions. Pivotal maintains a strong reputation for its complete range of payment processing services, scalable solutions and merchant focus. Pivotal Payments provide credit & debit card processing, clearing and settlement, gift & loyalty programs, terminal and gateway solutions e-commerce and mail order/telephone order businesses of any size.

Further Zenten will partner with RMS Chargeback Services (RMS) in order to maximizes reversal and avoidance rates, RMS provide a proven, PCI compliant process, meeting strict reply-by dates, documentation requirements, and rules specific to each card provider. RMS' is a leader in chargeback servicing with experienced management whose expertise has been cited in articles by the Washington Post, Seattle Times, USA Today and Card & Payments magazine.

Zenten will ensure that the gateway at least offers AVS protection. The Address Verification System (AVS) AVS decreases the incidence of accepting fraudulent transactions by verifying the cardholder's billing address with the card issuer. Using AVS on transactions may also benefit Zenten by a reduction in fees charged by its Merchant Bank.

Zenten will also check to see what other types of transaction protection can be offered to Zenten as a merchant. These will probably be 'premium' services, the charges added to the basic servicing fees, since Zenten will be engaged in the sale of things that are youth oriented, it's will be probably a wise move to pay for the extra service as chargeback rates on fraudulent transactions can cost Zenten around US$30-$60 per incident, these are prevalent among youthful customers!"


3.2 Identification of security methods and technologies to be implemented, identify possible security holes

“In a typical e-Commerce experience, a shopper proceeds to a Web site to browse a catalogue and make a purchase. This simple activity illustrates the four major players in e-Commerce security. One player is the shopper who uses his browser to locate the site. The site is usually operated by a merchant, also a player, whose business is to sell merchandise to make a profit. As the merchant business is selling goods and services, not building software, he usually purchases most of the software to run his site from third-party software vendors. The software vendor is the last of the three legitimate players. The attacker is the player whose goal is to exploit the other three players for illegitimate gains.? Khusial and McKegney (2005)

Organized crime is spending significant resources to compromise the e-commerce environment to obtain personal information for identify or payment thief.

Organize crime (Attackers) use social engineering to trick the shopper into giving out their personal information. Attackers also use snooping to scan shoppers' computer with the uses of viruses, Trojans, or bugs. Another method attacker's use is sniffing the networks between the shoppers' computer and the merchant server, and attackers will use known server root vulnerabilities or bugs to exploit the e-commerce business. However despite the existence of attackers and organized crime, e-Commerce remains a safe and secure activity.

With that said, e-commerce security is quite complex requiring a variety of disciplines to implement a fully secure the infrastructure. Zanten will engage external service providers with the necessary expertise to provide the required security.

Zanten must invest time and money in;

  1. Thoroughly evaluate service providers
  2. Conduct risk assessments of the service providers
  3. Ensuring systems are harden against attacker
  4. Actively manage software developments
  5. Ensure penetration testing has been conducted
  6. Monitor for new threats and vulnerabilities
  7. Implement fraud detection measures
  8. Establish an incident response program

It is imperative that Zanten does not expose a consumer's personal data as too much is at stake for Zanten's reputation and creditability are key factors for a successful business. Securing our e-commerce business will broken down into four categories to protect from attackers and organized crime;

  1. Authentication: Verifies the shopper
  2. Authorization: Having the necessary protection around personal data and account management
  3. Encryption: protecting information
  4. Auditing: Keeps a record of operations as prove of consumer activity

Education is the best way to secure the safety of the consumer information. Customers must take appropriate precautions to install personal firewalls for the client machines and protect their username and password securely. The merchant (Zanten) must store confidential information in encrypted format and encrypt the stream of data using the Secure Socket Layer (SSL) protocol flowing between the client and the e-Commerce Web site. Ensure the proper governance on use complex passwords, server firewalls and security audits is managed. Zanten will use threat model analysis, apply strict development policies, and use external security audits to protect the Web site, employing the services of VISA to implement their proven Visa E-Commerce Merchants payment system, which plugs into another legitimate e-commerce business. They will setup the website utility to manage the payments, implement tools for fraud screening and protection merchant and consumer from organized criminals.

Based on the SANS summary of the top vulnerabilities we will engage the web site developer and hosting service provider requesting that adequate security information on placed the Web site about client side protection, too educate the consumer of their potential exposure to attackers if missing any of these common client side protect tools. Secondly, the service provider to protect against web application vulnerabilities such as SQL injection, cross scripting, worms and zero day attacks.


3.3 Disaster plan & identification of security priorities

INTRODUCTION:

Zenten is a young E-tailer that is aspiring to grow into a major online merchant. As we anticipate growing, we need to learn about the vulnerability of the Internet and ecommerce businesses in-order to prepare and mitigate our business against attacks such as those witnessed towards e-commerce businesses like Yahoo, eBay, CCN News, and American On-Line. Our ability to remain a reliable on-line merchant is dependent on the reliability and availability demands by our customers during a 24 x 7 service operations. It is critical for Zenten to devise and have in place high-availability e-commerce disaster recovery services to meet our business objectives. Zenten will have in place a mitigation plan that will focus more on disaster prevention while planning for worse case scenarios in dealing with post disaster recovery.


SECURITY ASSESSMENT

Key risks faced by Zenten:

  1. Physical threats: These relate to threats against our IT infrastructure such as fire, earthquake or flood.
  2. Data threats - threats posed to software, files, databases, etc by malicious code such as viruses, Trojans, worms, bots etc.
  3. Human errors in updating site information (or deleting data), Zenten staff receiving and opening infected email messages etc
  4. Intellectual property threats - risk to Zenten sensitive information being misused by both Zenten staff and trading partners
  5. Hackers taking advantage of our system vulnerabilities in software application design, technical implementation or systems operation to cause us harm (malicious attacks using viruses, Trojans, worms and bots etc).
  6. Infrastructure failures including ISP network failure, Host server crash etc.
  7. Credit card and payment fraud.
  8. Website defacement which could lead to our website being changed by unknown parties in an unpleasant way.
  9. Denial-of-service attacks using a flood of false messages to crash our business'

ZENTEN'S ASSETS

  1. Zenten website (content management software - catalogues, shopping cart, payment systems etc)
  2. Our product designs and marketing collateral
  3. Customer database - records of our contracts with vendors, customer information, sales orders, financial data and general website data
  4. Our e-mail database and archive of past e-mail messages
  5. Passwords
  6. Reputation
  7. Backups
  8. Site activity statistics
  9. Important links to referral sites, sponsors etc
  10. Corporate computers and equipment
  11. Employee skills and knowledge

SECURITY PRIORITIES

E1. Intruder deterrence

  1. Security Services to ensure that our computer system networks and physical assets are protected against the risk of intrusion or exposure to unauthorised persons
  2. Identification, Authentication and Authorization.
  3. Anti-virus measures
  4. Intrusion Detection mechanisms
  5. Firewall protection
  6. Network Security - controls over network infrastructure
  7. Data Transmission Security

E2. Theft and data loss prevention

  1. System level security with adequate access control mechanism
  2. Information Confidentiality - confidentiality agreements, good filing systems, destruction of expired information.
  3. Security marking and asset inventory
  4. Web Security Controls
  5. Data Privacy procedures - safeguarding our corporate data (company system users, customers)

E3. Disaster Prevention

  1. Host Server Security - deployment of baseline controls on all host servers
  2. Backups and external media handling
  3. Incident Response (management) - timely reporting of any and all security incidents.
  4. Operational Processes - Security Monitoring (conducting of administrative processes to addresses issue related to frequent monitoring, auditing, and testing Zenten systems and networks, and other reviews for possible security violations.)

E4. Internal security and confidentiality:

  1. Personnel Policies & Practices to ensure that Zenten employees personnel of highest integrity,
  2. Strong password policy and user education

E5. Quality server, client and web content management systems and applications

  1. Software support systems
  2. Employ staff that is skilled, well trained, and possess adequate technical competency to manage selection, procurement and maintenance of our core systems.

ZENTEN DISASTER RECOVERY STRATEGY PLAN/GUIDELINES

In the event that Zenten faces a disaster that affects its service availability, Zenten management has established basic guidelines to facilitate business recovery with the least possible service interruptions

Critical application recovery (if applicable)

Zenten has established and maintains a list of critical application and software that would require immediate restoration. Depending on the nature of the disaster, Zenten will also make provisions to get support from specific vendors.

Data Recovery procedure:

Zenten to attempt initial recovery and if unsuccessful, Zenten team will determine nature and scope of vendor support required. The existing Service Level agreement stipulates a minimum 2 hours meantime between failures and the vendors is expected to restore access to data with this period. Contact list of all key vendors is maintained by the administrative manager and kept in a safe.

Communicate with Customers and/or Other Key Contacts

Zenten head of communication will notify all customers of any business interruption via the most effective means possible under the circumstances (telephone, Email, Public announcement on TV or Radio etc). Information to be disseminated includes:

  1. Nature of services affected
  2. What is the expected duration of the service interruption
  3. How business partners and suppliers can contact Zenten

Restore Business Recovery Infrastructure at Recovery Site (if business interruption is more than 2 hours)

If the Zenten chief technical officer determines that the recovery time will exceed two hours, then he will activate our restoration plan for business recovery at our remote recovery site in London. In this regard, the technical team from Zenten will:

  1. Establish priority of business applications as approved by Zenten management
  2. Restore the business recovery site infrastructure and liaise with appropriate service providers for full restoration support.

Verify Status of Processing Systems

The Zenten Technical Support Team together with the Business Unit Recovery unit will verify the following:

  1. All systems restored passes the integrity test i.e. availability and accuracy of the restored applications
  2. Perform operational site simulation of all critical processing system using the “site stress test procedures? and incorporate user testing of restored applications
  3. If stress test fails, inform Zenten Disaster recovery manager for further action

Verify Status of Telecommunications:

  1. Technical team to restore communication infrastructure (telephone, internet and all secure online banking channels)
  2. Keep management informed on realistic restoration of telecommunication infrastructure and connectivity
  3. Liaise with service providers to make the necessary network changes for the new site (if working from recovery site)

Establish remote connectivity for Zenten corporate office in Geneva (if restoration taking place in London recovery site)

  1. Once network changes have bee made, configure remote connectivity using Citrix.
  2. Going live

  3. Technical team to review operations readiness of site and inform Zenten management team for go ahead
  4. Go live upon receiving approval

3.4 Analysis of reliability priorities.

Building trust within our customers requires Zenten to take care of our e-commerce security, ensure that we are trustworthy and will protect our customer's data on our system and during transaction. But besides that, we also must prove our customers that we deliver on our promises.

To be able to make promises, we must be aware of what our capabilities and critical success factors are, define metrics and measures to monitor our business and improve our operations and systems continuously based on customer feedback, innovations and monitoring findings. Further, knowing our capabilities also allows us to define our goals and communicate our realistic promises and limitations to our customers.

For our initial version of Zenten.com we have identified the following Critical Success factors to prioritize reliability issues:

Critical Success Factors for Zenten.com:

  • CSF 1: The webpage must be accessible. If our website is down, no business can be performed. As our company has employees in the US, Switzerland and Eastern Europe and we ship our goods globally, our website and backend functions must be available 7 x 24 hours.
  • CSF 2: The webpage functionalities must work as intended (customer and backend functions). All the functions on our webpage must work properly.
  • CSF 3: Product Quality. Products delivered to our customers must adhere to their specification.
  • CSF 4: Service Quality. The Quality of our services makes the difference between a satisfied or even happy customer. This heavily influences the rate of returning customers or referrals.

Reliability must be looked at in a holistic way, considering the socio-technical system, not just the hardware and software. To deliver reliable customer services we depend on a system of technology, people and process that must interact optimally.

To ensure, that our setup and design for Zenten.com is state of the art, we will perform a self assessment after the design phase of our development project based on WebTrust (n.d.) criterias for trusted services towards Security, Availability, Processing Integrity, Confidentiality and Privacy. This self assessment might detect further priorities that we have missed during our early stage analysis.

However, our intent is to achieve the CPA WebTrust seal, within one year of going life of Zenten.com. Complying with this standard gives us and our customers an external view on our capability and assurance that our socio-technical system has all components needed to be trusted and reliable business partner.


3.5 Technologies and methods to provide reliable service to the customer base.

Zenten will enlist a number of technologies and methods to ensure service reliability to our customer in particular in regards to information confidentiality, data integrity and service availability (Zenten.com running 24 x 7). The choice of technology platforms will be influenced on the nature of threats and underlying risks to our business. Key to mitigating attacks involves use of technology and policy solutions such that a reliable line of defence is established.

In deploying technology solutions, Zenten will focus on the following key defence areas and adopting appropriate well tested and reliable solutions. Main focus areas to be addressed include:

  1. Protecting Internet communication
  2. Securing channels of communication
  3. Protecting Zenten network
  4. Protecting computing resources (Servers and clients)

3.6 Policies for maintaining customer trust without sacrificing business viability.

Based on our findings and analysis in the previous sections Zenten has developed their initial set of promises to the customer, limitations and rules for the use of our services. Zenten will communicate these boundaries to manage the expectations of their customers and set rules for conduction business with one another.

In particular Zenten has developed the following communications to be published on the webpage, with links to the policies from various screens to ensure, relevant policies are accessible when the information is needed:

  • Zenten Brand Protection
  • This section holds our promise and guarantee that all our products are genuine, how we guarantee that customers get originals. Further we distance ourselves from cheap knock offs distributed by other sites.

  • Privacy Policy
  • States and defines how we handle customer data. This includes how we collect data during certain interactions with our webpage and what we do with it, what data we share with others and why. Further we explain the use of cookies, where the data is hosted and what this means for international customers. This mainly to declare and make the customer aware what interaction leaves what data, and how we handle it. Further we also elaborate on our security policy, how customers can change their data given to us.

  • Site Use
  • In this section we elaborate on the rules and conditions under which the webpage can be used and how the information on it should be interpreted. In particular it points out terms of use, jurisdiction and liabilities.

  • Customer Service
  • This section consists of 3 parts. First, descriptions on services and how customers can interact with our services based on frequently asked question. Second rules for online ordering and how it is done, including conditions and ways with problems or changes to existing orders. Third, our return and exchange policy.

Zenten.com has formulated their policies together and in alignment with their affiliated company Abercrombie & Fitch and has altered and amended some standard section to fit specialities of Zenten. Please find the full content of our 4 Policies section in the appendix.


Appendix

ZENTEN BRAND PROTECTION

The only way to appreciate ZENTEN is to genuinely experience it—which you can do by heading to our websites.

For the last years we've dedicated ourselves to Import and distribute the highest quality All-American clothing and lifestyle products. Most of the products that we represent are only available over the brands retail stores and their web stores. All these companies state, that the only way to be sure that product is genuine is by busying with them, while limiting their services to the US and Canada. As we continue to import the coolest clothes, counterfeiters are making cheap knockoffs that are often mistaken for the real deal. We guarantee with our name, that we only sell genuine products of the brands that we represent, by buying directly during official sales channels of the brands that we represent.


Frequently Asked Questions

  • How do I make sure I'm buying authentic gear?
  • We will state authenticity of your purchase on your bill.

  • Can I return items from Zenten brands if I have bought it somewhere else?
  • No. Zenten guarantees all of its products for fit, feel and quality, but only if you buy it from us. We can't support garments that are purchased outside of the ways described above.


PRIVACY POLICY

In order to make your visits to Zenten.com as responsive as possible, we collect information when you visit us. To help ensure an enjoyable online experience for all of our visitors, we provide this summary of what information Zenten.com collects online, and how Zenten.com uses that information.

This privacy policy statement applies only to the information collected online by Zenten.com.


Information We Collect Online

  1. General Browsing
  2. Zenten.com gathers navigational information about where visitors go on our Web site. This information allows us to see which areas of our Web site are most visited and helps us improve the quality of your online experience by recognizing and delivering more of the most desired features and services. Additional non-personally identifiable information (for example, domain type, browser version, service provider, IP address) may be collected which will provide information regarding the general use of our Web site.

  3. Personal Information
  4. Contact Us, Help or Feedback

    If you complete a general "Contact Us" form on our Web site, we may collect your name, e-mail address, mailing address and any information that you provide in the text of your message.

    If you use the "Contact Us" feature available in the Investor Relations portion of our Web site, we may collect your name, title, organization, address, telephone number, fax number, e-mail address and any information that you provide in the text of your message. The information collected in the Investor Relations "Contact Us" feature is only used to reply to visitors' requests for financial information.

    E-mailing a Resume

    If you e-mail a resume to Zenten.com, we ask you to provide your resume and to specify the desired position. This information is only used to determine whether we may be interested in hiring you and to contact you about prospective employment. We do not use your e-mail address for marketing or other purposes.

    Sending Electronic Postcards, or E-mailing an Item to a Friend

    When an online user sends an electronic postcard, including a "Cast A Friend" postcard, or e-mails an item to a friend from the Zenten.com Web site, the designated recipient will receive the sender's name and e-mail address, as well as any information entered into the message by the sender. Zenten.com does not retain or review the names or e-mail addresses of the sender or recipient, which are provided in an electronic postcard, including a "Cast A Friend" postcard, or E-mail-A-Friend. Likewise, Zenten.com does not retain or review any information provided in the message content.

    Registering with the Online Store

    Online visitors are given the opportunity to register with the Zenten.com online store. Registering with the online store allows visitors to create an address book, make a wish list, and enjoy "quick checkouts" by having Zenten.com automatically enter their billing address and preferred shipping information. Registering with the online store requires visitors to provide their name, postal address, e-mail address, and telephone number.

    Creating and Using an Address Book in the Online Store

    Only visitors registered with theZenten.com online store may create and use an Address Book, which allows registered users to save in the Address Book they create all of the different names and addresses to whom they frequently send purchases or gifts. When a registered user wants to send a purchase to someone in their Address Book, they simply need to select the desired recipient on the check-out screen. The information a registered user enters into their Address Book is not used for any promotional purposes by us or our affiliated companies, nor is such information rented, sold or exchanged with third parties.

    Creating and Sending Wish Lists

    Only visitors registered with the Zenten.com online store may create and send a Wish List. If a Wish List is sent at the request of a registered user, their friends and family who receive the Wish List will be able to see the registered user's desired items, as well as make purchases directly off that list. When a registered user finds an item in the online store that they want, they can click "Add to Wish List." The registered user can then request Zenten.com to forward the registered user's Wish List by providing the e-mail address(es) of the requested recipient(s). Zenten.com will then send an e-mail to the requested recipient(s), which will include a link to the registered user's Wish List. The e-mail address information of the recipient(s) provided by a registered user in the Wish List feature is not used for any promotional purposes by us or our affiliate companies, nor is such information rented, sold or exchanged with third parties. Recipients of a Wish List, however, will have the opportunity to elect to sign up for email from us and we will then use that email address to send information about our products and promotions.

    Purchasing at the Online Store

    If you purchase merchandise through Zenten.com, we will gather personal information (i.e., name, billing and shipping address information, e-mail address, telephone number and credit card information), as well as information about your purchases on our Web site.

    Zenten Bonus Program Card

    If you apply online for a Zenten Bonus Program Card, or once opened, access your account online (to pay your account, view your statement or account status, add authorized buyers to your account, request a credit limit increase or update the personal information associated with your account). However, your name, address, and e-mail address, as well as information necessary for us to provide you with the bonuses and benefits of an Zenten Bonus Program Card (which may include birth date, card number and purchasing information), will remain with us..

    Using Information We Collect Online

    Zenten.com uses the information you provide when signing up for our mailing list or requesting a catalog to send information about Zenten products to you via e-mail and regular postal mail.

    The information you provide when registering with the online store or making a purchase with the online store, may also be used for Zenten marketing. For example, your name and postal address, which you provide when registering with the online store, as well as your purchasing information, may be added to our postal mailing list.

    If you previously signed up to be added to the Zenten mailing list, requested a catalog, registered with the online store or made a purchase with the online store, but no longer wish to receive information about Zenten products via e-mail from Zenten.com, please let us know. Please be aware, however, even if you request to be removed from our e-mail marketing list, you may still receive e-mail confirmations for any orders placed on Zenten.com. If you no longer wish to receive marketing materials from Zenten via regular postal mail, please let us know and tell us in your comments that you want to be removed from the Zenten postal mailing list.

    Information We Share With Third Parties

    Zenten.com does not sell or rent your e-mail address to unrelated third parties. We may, however, share e-mail addresses collected with our affiliated companies (brands that we represent for example, Hollister Co., Abercrombie and Fitch, Victoria Secret, etc.) so that they may send you promotional materials about their products. You can be assured that our affiliated companies will not sell or rent your e-mail address to unrelated third parties.

    We make the names and postal addresses in our postal mailing list, sometimes categorized by purchasing information, available to our affiliates and other unaffiliated companies for their marketing purposes. If you would like to make sure that we do not disclose your name and postal mailing address to unaffiliated third parties for their marketing purposes, please let us know and ask us not to share your postal address with unaffiliated companies.

    Please be aware that Zenten.com may use third parties to help provide services to you, such as fulfilling orders, processing payments, providing electronic online investor information, monitoring site activity, serving site content, organizing information, conducting surveys, and administering e-mails, drawings, or contests.

    You should also be aware that we may disclose specific information about you if necessary to do so by law or based on our good faith belief that it is necessary to conform or comply with the law or is necessary to protect the users of our Web site, the site or the public.

    International Users

    If you are visiting Zenten.com from a location outside of Switzerland, your connection will be through and to servers located in Switzerland, your orders placed through Zenten.com will be accepted and fully processed in Switzerland and in the U.S. and shipped from the U.S. or our Warehouse in Eastern Europe and all information you provide will be processed and maintained in our Web servers and internal systems located within Switzerland.

    Cookies

    1. What Are Cookies and How Do We Use Them?
    2. Zenten.com uses a browser feature known as a cookie, which assigns a unique identification to your computer. The cookies are typically stored on your computer's hard drive. Information collected from cookies is used by Zenten.com to evaluate the effectiveness of our Web site, analyze trends and administer the Web site. The information collected from cookies allows us to determine such things as which parts of our Web site are most visited and difficulties our visitors may experience in accessing our Web site. With this knowledge, we can improve the quality of your experience on our Web site by recognizing and delivering more of the most desired features and information, as well as by resolving access difficulties. In addition, Zenten.com uses cookies to help keep track of items you put into your shopping cart and to tell us whether you have visited Zenten.com in the past. This allows visitors registered with the online store to maintain shopping carts between visits.

    3. Thirt party metrics providers.-
    4. We use Third party metrics provider, a third-party service provider, to assist us in better understanding the use of our Web site. Third party metrics provider will place cookies on your computer and will receive information that we select that will educate us on such things as how visitors navigate around our Web site, what products are browsed and aggregate purchasing information. Third party metrics provider analyzes this information and provides us with aggregate reports. The information and analysis provided by Third party metrics provider will be used to assist us in better understanding our visitors' interests in our Web site and how to better serve those interests. The information collected by Third party metrics provider may be associated and combined with information that we collect about you while you are visiting our Web site. Third party metrics provider is contractually restricted from using information it receives from our site other than to assist us. Third party metrics provider is contractually required to maintain all information about our site and its analysis in confidence. As a visitor to our Web site, you have the option to deactivate the ability of Third party metrics provider to analyze your browsing and purchasing behavior on our site. If you would like to deactivate our ability to analyze your browsing and purchase behavior through the use of this service, please let us know.

    Updating Your Personal Information

    We prefer to keep registered users' personal information accurate and up-to-date. To do this, we provide you with the opportunity to update or modify your personal information, including your billing address and preferred shipping information. Just log-on to your account with your user name and password, and you'll see a menu where you can update your information.

    Privacy Of Children On Our Web Site

    Zenten.com is not directed at kids under the age of 13, and no one under the age of 13 should provide personal information on this Web site.

    Links

    For your convenience and enjoyment, our Web site may contain links to other Web sites. Zenten.com does not evaluate and is not responsible for the privacy practices or the content of such Web sites. We would urge you to review the privacy policies on each link to ensure that you are comfortable with their privacy policies and practices

    Updates to Privacy Policy

    As we continue to offer our visitors new and different types of content and services, Zenten.com may modify our information collection and use practices. Should there be a material change to our information collection and use practices, it will be applied only to information collected on a going forward basis, and we will update this privacy policy statement.

    Security Statement

    Zenten.com limits the number of employees that have access to the databases that contain personal data, and Zenten.com employees are advised of the importance of confidentiality. In addition, it is our policy to never send your credit card number via e-mail. As an added safeguard, Zenten.com does not store credit card information with your registered online profile.

    We designed the Zenten.com online store to accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology; for example, 4.0 versions or higher of Netscape Navigator and versions 4.0 or higher of Internet Explorer. Browsers that do not meet this requirement will be prevented from navigating the online store section of the Zenten.com Web site. While we implement the above security measures on this site, you should be aware that 100% security is not always possible.

    Questions/Contact Us

    If you have any questions, comments or concerns regarding our privacy practices, please contact us at the following e-mail address, mailing address or telephone number:
    Zenten@Zenten.com
    Customer Service
    Zenten Co.
    Bühlstrasse 45b
    8055 Zürich
    Switzerland

    +41 44 364 16 10


SITE USE

Zenten Website Terms of Use

Welcome to the Zenten website: www.Zenten.com (this 'Website'). Please review the following terms and conditions before using this Website. These terms and conditions, which may be modified from time to time, apply to all visitors to, or users of, this Website.


Your Use Generally

Your use of the Website confirms your acceptance of these terms and conditions and your agreement to be bound by them. If you do not accept these terms and conditions, do not use this Website. In the event of a violation of these terms and conditions, Zenten reserves the right to seek all remedies available by law and in equity. We may terminate your access or use of this Website at any time, for any reason or no reason and without prior notice to you. We may at any time and from time to time revise these Terms and Conditions by updating this posting. You should visit this page from time to time to review the then current Terms and Conditions because they are binding on you. Your use of this Website following any such revisions constitutes your agreement to follow and be bound by the terms as revised.


Ownership of Content

The design of this Website and all of its materials, including, but not limited to, its software or HTML code, scripts, text, artwork, photographs, images, designs, video, audio, and written and other materials that appear as part of this Website (collectively, "Content" ) are protected by Swiss copyright laws and other Swiss and international laws and treaties. All Content is provided by Zenten under a limited license as a service to its current and prospective customers and may be used only for personal (that is, for the purchase of our merchandise) use. This limited license is subject to the following restrictions: (a) you may not copy, reproduce, publish, transmit, distribute, perform, display, post, modify, create derivative works from, sell, license or otherwise exploit this Website, any of the Contents, or any related software; (b) you may not access or use the Website for any competitive or commercial purpose; and (c) you will not permit any copying of our Content. Any unauthorized copying, alteration, distribution, transmission, performance, display, or other use of the Content is prohibited. Zenten may revoke this limited license at any time for any or no reason. Any unauthorized use of Zenten Content, such as framing, inline linking or other association with content or information not originating from the Zenten Website is not permitted. Linking to any Zenten web page also is prohibited. Zenten will aggressively enforce its intellectual property rights to the fullest extent of the law.


Trademarks

At Zenten, we take pride in our brand and do not condone and will not tolerate any unauthorized use of our trademarks, trade names, logos, names and trade dress (collectively, the 'Trademarks and Trade Dress'). Zenten and its affiliated companies retain all rights regarding the Trademarks and Trade Dress. The Trademarks and Trade Dress are protected by U.S.and Swiss trademark laws and international laws and treaties. No license for the use of the Trademarks or Trade Dress is granted to you under these terms and conditions or by your use of the Website. Unauthorized use of our Trademarks or Trade Dress in any manner is strictly prohibited.


Our Products

All features, specifications, products and prices of products and services described on this Website are subject to change at any time without notice. From time to time there may be information on the Website that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. We make no representation as to the completeness, accuracy, or currency of any information on this Website. We reserve the right to make changes in information about price, description, or availability without notice. We reserve the right, without prior notice, to limit the order quantity on any product and/or refuse service to any customer. We have made every effort to display as accurately as possible the colors of our products that appear on the Website; however, the actual color you will see will depend on your computer, and we cannot guarantee that your computer will accurately display our colors. The inclusion of any products or services on this Website does not imply or warrant that these products or services will be available over the internet or in each of our stores at any particular time.


Comments and other Communications

All comments, feedback, suggestions, ideas, and other communications (collectively, 'Communications') submitted or offered to Zenten in connection with your use of this Website shall be and remain property of Zenten. Zenten shall be free to use any ideas, concepts, know-how, or techniques contained in any Communication you send to us for any purpose whatsoever including, but not limited to, developing, manufacturing and marketing products using such information. Any personally identifiable information you provide to Zenten through the Website shall be subject to the Website's Privacy Policy.


Your Account

You may choose to register with us through our Website and create an account (the 'Account'). If you do, you will have access to your Account by providing an email address and password. You are responsible for maintaining the confidentiality of your access information and for controlling access to your Account and your computer. You agree to accept responsibility for all activities that occur under your Account. We may terminate your Account at any time, for any reason or no reason and without prior notice to you.


Linking

Links may be established from this Website to one or more external web sites or resources operated by third parties (the "Third Party Sites"). In addition, certain Third Party Sites also may provide links to the Website. None of such links should be deemed to imply that Zenten endorses the Third Party Sites or any content therein. Zenten does not control and is not responsible or liable for any Third Party Sites or any content, advertising, products, or other materials on or available from such Third Party Sites. Access to any Third Party Sites is at your own risk and Zenten will have no liability arising out of or related to such web sites and/or their content or for any damages or loss caused or alleged to be caused by or in connection with any purchase, use of or reliance on any such content, goods, or services available on or through any such Third Party Site.


Disclaimer

This Website and all Content of the Website are provided to our customers and prospective customers "AS IS" and "AS AVAILABLE" and without warranties of any kind, whether express or implied, INCLUDING BUT NOT LIMITED TO, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE OR NONINFRINGEMENT. You acknowledge, by your use of the Website, that your use is at your sole risk. Some jurisdictions do not allow the disclaimer of implied warranties. In such jurisdictions, the foregoing disclaimer may not apply to you.


Limitation of Liability

IN NO EVENT WILL ZENTEN BE LIABLE TO ANY PARTY FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES FOR USE OF THIS SITE OR ANY OTHER LINKED WEBSITE, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR REVENUES, COSTS OF REPLACEMENT, BUSINESS INTERRUPTIONS, LOSS OF DATA OR DAMAGES RESULTING FROM USE OF OR RELIANCE ON THE INFORMATION PRESENT, EVEN IF ZENTEN IS EXPRESSLY ADVISED ABOUT THE POSSIBILITY OF SUCH DAMAGES. In some jurisdictions, limitations of liability are not permitted. In such jurisdictions, the foregoing limitations on liability may not apply to you.


Jurisdiction

No implication is made that the materials published on this Web Site are appropriate for use outside of Switzerland. If you access this Web Site from outside from Switzerland, you do so on your own initiative and you are responsible for compliance with local laws. Zenten controls this Web Site from its offices within the canton of Zurich, Switzerland. The terms and conditions of this Website shall be governed by the laws of the canton of Zurich, Switzerland, without giving effect to its conflict of laws provisions.


CUSTOMER SERVICE

Frequently asked questions

  • Can I track my order?
  • All orders made through Zenten.com can be tracked in your account in the My Orders section.

  • Where does Zenten ship?
  • Global shipping is available when ordering from Zenten.

  • What are the charges for Shipping & Handling?
  • Shipping and Handling rates are based on order size, destination, and delivery time. Your individual shipping rates will be calculated during checkout based on your preferences.

  • What are the Return and Exchange policies?
  • If you are not satisfied with your purchase, you may return it to us for an exchange or refund. Click here to view our return/exchange policy.

  • What if my merchandise does not fit?
  • We recommend a Speed Exchange. A Speed Exchange is where you choose your replacement merchandise and we charge your original payment type for the replacement merchandise right away. We then ship the replacement merchandise to you at no cost for shipping. In the meantime, you send us your original merchandise and we will credit your original payment type once we receive the merchandise. Otherwise, you can return or exchange your merchandise by sending it back to us.

Order Online

  • Size Charts
  • Please make sure that you check our brands size charts before you order your product.

  • Payment Types
  • You may pay for your order using either a credit card from Visa, MasterCard, American Express, Discover, JCB, a debit card with a Visa or MasterCard logo or a charge card issued by American Express. You can also pay for your order using a Gift Card, E-Gift Card or Merchandise Credit

  • Sale Terms
  • Please make sure to visit our sale terms which will apply when you purchase merchandise from our online store before you order your products.

  • Combining Orders
  • Please contact customer service to combine your orders. However, the possibility of combining orders depends on the status of each order to be combining, and is not always possible. However we will do our best, to make shipping as pleasant for you as possible.

  • Sales Tax
  • Applicable sales tax is calculated according to the state to where the merchandise is being shipped. International orders are excused from swiss sales tax but recipients are responsible for all duties and taxes assessed by their country's customs.

  • International Duties and Taxes
  • Shipments made outside of Switzerland may be subject to import duties and taxes, which are levied once your package reaches the country of destination and are the responsibility of the recipient. Due to some import restrictions, certain items may need to be removed during checkout. If your order contains these products, you will be notified at that time.

Help with an existing Order

  • Order Changes
  • To make changes to your order, contact our customer service. If the order has already been processed, we can do a Speed Exchange for you.

  • Canceling an Order
  • You can make changes or cancel your order at any time before your order has been processed by us. To make changes to your order, please contact customer services . If your order has already been processed, you will only be able to request a refund or exchange of the merchandise. Please see the terms of our returns and exchanges policy.

  • Price Adjustments
  • We are happy to process a price adjustment for you if we reduce the price of any merchandise (in the same color and size) that you have ordered from us within fourteen (14) days from the date that you submit your order. We offer price adjustments only for merchandise purchased at the original price. Each item that you purchase from us is eligible for only one (1) price adjustment. To request a price adjustment, please contact customer services including your order number and details of the merchandise that is eligible for the price adjustment.

  • Order Confirmation
  • When we receive your order, you will receive an e-mail confirmation usually within minutes. If you do not receive an e-mail, please contact customer services, before placing another order for the same merchandise.

Return / Exchanges Policy

  • Speed Exchange
  • Speed Exchange is where you choose your replacement merchandise and we charge your original payment type for the replacement merchandise right away. We then ship the replacement merchandise to you at no cost for shipping. In the meantime, you send us your original merchandise and we will credit your original form of payment once we receive the merchandise. If you wish to exchange merchandise that you have received from us within sixty (60) days from the date of your original order, you can use our "Speed Exchange" to process an immediate exchange. To complete a go to My Orders and click on Speed Exchane.

  • Return / Exchange Policy
  • If you are not satisfied with your purchase, return it to us for an exchange or refund. We exchange or refund any merchandise in resalable condition with a copy of your original invoice. Please do not send merchandise that was not purchased at Zenen.com for return. Our Distribution Center cannot process any such returns.

    Return:

    We refund any merchandise in resalable condition with a copy of your original invoice. As your merchandise was purchased online, you can send it back to our Standard Return Address at Zenten Returns Department, in Zürich. All returns will be credited back to the original payment type. Please note that if you return merchandise without a receipt or invoice, we will provide you with a merchandise credit for the last known value of the item.

    Exchange:

    We exchange any merchandise in resalable condition with a copy of your original invoice. To exchange your merchandise, you can send it back to our Standard Return Address at Zenten Returns Department, Zurich Switzerland or contact our customer service. We are unable to process exchanges from purchases made from sources other than Zenten.com. Do not send any additional payment, such as a check, to cover a price difference for an exchange. Your original payment method will be charged or credited when the exchange is processed. Any additional method of payment will not be processed and will be returned to you by mail.

  • Quality of Your Merchandise
  • If you believe that your merchandise is faulty, damaged, or does not correspond to its description on our website, contact customer service.

  • Return / Exchange Time Frame
  • Upon receipt of your return, allow up to two weeks for the credit to appear on your payment card statement. We exchange any merchandise in resalable condition with a copy of your original invoice. To exchange your merchandise, you can send it back to our Standard Return Address at Zenten Returns Department, Zurich Switzerland or contact our customer service. We are unable to process exchanges from purchases made from sources other than Zenten.com. Do not send any additional payment, such as a check, to cover a price difference for an exchange. Your original payment method will be charged or credited when the exchange is processed. Any additional method of payment will not be processed and will be returned to you by mail.

Quality of Your Merchandise

If you believe that your merchandise is faulty, damaged, or does not correspond to its description on our website, contact customer service.

Return / Exchange Time Frame

Upon receipt of your return, allow up to two weeks for the credit to appear on your payment card statement.


References

    David Malmberg (2009) E-commerce and the Supply Chain [online] Accessed from http://www.cgrmc.com/download_files/E-commerce%20and%20the%20supply%20chain.pdf Accessed on January 26, 2010

    Laudon, Kenneth C. and Traver, Carol G. (2009). E-commerce: Business, Technology, Society, 5th ed. New Jersey: Pearson Prentice Hall. (Chapter 4, 6, 9& 12) (Accessed 17th January 2010)

    Stylusinc.com (2009), Is Supply Chain Management what I need? [online] Accessed from http://www.stylusinc.com/WebEnable/Sales/SCM.php Accessed on January 25, 2010

    WebTrust (2006). ‘Trust Services Principles, Criteria and Illustrations for Security, Availability, Processing Integrity, Confidentiality, and Privacy' [Online] Accessed from: http://www.webtrust.org/principles-and-criteria/item27818.pdf (Accessed February 2, 2010)

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