EAA requirements for e-commerce

In brief

E-commerce services are in the scope of the European Accessibility Act (Article 2(2)(f)). Online shops must meet the general requirements for services in Annex I, Section III, and the extra requirements for e-commerce in Section IV.

In practice, that means an accessible website or app, from product pages to checkout, and accessible identification, security and payment functions.

General requirements for services (Section III)

Section III is headed "General accessibility requirements related to all services covered by this Directive". As we read it, it covers:

• making websites, including the related online applications, and mobile device-based services accessible;
• providing information about how the service works and about its accessibility, in accessible ways;
• accessible support services, such as help desks, call centres and technical support, where they exist;
• accessibility of the products used to provide the service.

Check the exact text of Section III before you cite it.

Requirements specific to e-commerce (Section IV)

For e-commerce services, Section IV covers three points:

• Information about the accessibility of the products and services you sell, where the responsible economic operator provides it.
• Accessible identification, security and payment functions, where they are provided as part of a service and not as a product.
• Identification, electronic signature and payment services provided in a way that is perceivable, operable, understandable and robust.

Where to start in the checklist

These pages cover the parts of a shop that most often fail users. The mapping is practical guidance, not a clause reference:

• Product pages: non-text content for product images, contrast for prices and labels.
• Forms and checkout: labels or instructions, identify input purpose, error identification.
• Orders and payments: error prevention for legal and financial data and redundant entry.
• Sign-in: accessible authentication.
• Cart updates: status messages when an item is added or a coupon is applied.
• Touch targets: target size for buttons and quantity controls.

Accessibility information for products

If you resell products or services and the responsible economic operator provides accessibility information about them, Section IV expects you to pass it on. Plan a place for it on the product page, for example next to the specifications.

You must also provide information about your own service under Article 13 and Annex V.

What to do

• Test the full purchase path. Search, product page, cart, checkout, payment, confirmation, and account sign-in.
• Check identification and payment. Sign-in, security checks and payment steps must work with a keyboard and a screen reader.
• Pass on product accessibility information. Where the responsible economic operator provides it.
• Check third-party payment and identity tools. Make sure the whole flow works, not just your own pages.
• Publish your service information. See the page on Annex V.

Common mistakes

• Testing only the home page. Checkout and payment are where users get stuck, and the Directive names them.
• Relying on an inaccessible payment widget. Section IV asks for accessible identification, security and payment functions.
• Using a CAPTCHA with no alternative. See accessible authentication for the cognitive side.
• Forgetting the app. Mobile device-based services and mobile applications are included.
• Ignoring support channels. Help desks and contact options are part of the service.

Sources

• Directive (EU) 2019/882, European Accessibility Act (EUR-Lex), opens in a new tab

This page is for informational purposes only and is not legal advice. For binding requirements, refer to the official text of the European Accessibility Act (Directive (EU) 2019/882) and to the national law of the Member State where you operate.