TRUSTe: Changing Software Behavior

September 20th, 2007

One of the goals of the Trusted Download Program (TDP) is to change software behavior in the interest of protecting the consumer. Recently, Coupons, Inc., a TRUSTe Web Privacy Seal sealholder and a Trusted Download Program participant was found to leave behind inappropriately-named files after uninstallation, without any disclosure to the consumer. The issue came to our attention when a consumer, using our Watchdog dispute resolution system, submitted an enquiry. TRUSTe immediately investigated and concluded that while the method and lack of disclosure was problematic, Coupons had a legitimate reason for leaving the files behind: an anti-fraud measure.

TRUSTe required Coupons to modify their End User License Agreement (EULA) to provide proper notice that files would be left behind after uninstall. Coupons has worked with TRUSTe in good faith, and in fact a portion of these changes was already in progress. Coupons also agreed to rename the files in question. Finally, the company is planning a software upgrade that will remove old files left behind by previous software versions. TRUSTe is requiring that these changes be completed within 90 days.

This is a demonstration of the benefit of the TDP program in action. A problem was found, investigated, confirmed, and corrected. Behavior of the application is improved and the consumer is protected.

Posted by: Colin O’Malley

Entry Filed under: All, Trusted Download