Views, Reactions and Impact of Digitally-Signed Mail in e-Commerce

We surveyed 470 Amazon.com merchants regarding their experience, knowledge and perceptions of digitally-signed email. Some of these merchants (93) had been receiving digitally-signed VAT invoices from Amazon for more than a year. Respondents attitudes were measured as to the role of signed and/or sealed mail in e-commerce. Among our findings: 25.2% of merchants thought that receipts sent by online merchants should be digitally-signed, 13.2% thought they should be sealed with encryption, and 33.6% thought that they should be both signed and sealed. Statistically-significant differences between merchants who had received the signed mail and those who had not are noted. We conclude that Internet-based merchants should send digitally-signed email as a “best practice,” even if they think that their customers will not understand the signatures, on the grounds that today’s email systems handle such signatures automatically and the passive exposure to signatures appears to increase acceptance and trust.