Customer service for online sales
This section helps you provide good customer service and understand your customers' legal rights when selling your Physical items being sold. Distinguished from digital content and services, neither of which are physical items. or services online. It guides you on the policies you need to put in place to deal with returns and refunds, delivery, cancellations and complaints and how to manage this in practice.
Customer service for online sales
Delivery for online sales
- 2.What should my delivery policy be for goods sold online?
- 3.What if a consumer wants to return goods bought online because they were delivered late?
- 4.What if a business customer wants to return goods sold online because they were delivered late?
- 5.What should I do if a customer is out or refuses to accept delivery of goods purchased online?
- 6.What steps should I take to ensure safe delivery of online purchases?
Consumers who want to return goods bought online
- 7.Should I have a customer complaints policy?
- 8.What should a customer complaints policy say?
- 9.What should my returns policy be if someone changes their mind and wants a refund for goods bought online?
- 10.Does the automatic right to return if someone changes their mind apply to all goods bought online?
- 11.Do I have to provide a refund for goods bought online if the consumer changes their mind and wants one?
- 12.Does the consumer have to return goods bought online if they change their mind and want a refund?
- 13.How do I provide a refund to consumers for goods bought online when they change their mind?
- 14.What should my returns policy be for goods bought online that are damaged or faulty?
- 15.How do I decide whether an item I sold online to a consumer is faulty?
- 16.If the goods I sold online are faulty, what rights does the consumer have?
- 17.If a consumer complains within 30 days of receipt that the goods I sold online are faulty, do I have to give them a refund?
- 18.If the consumer complains within 30 days of receipt that the goods I sold online are faulty, do I have to repair the goods?
- 19.If the consumer complains after 30 days but within six months of receiving the goods bought online that they are faulty, do I have to give them a refund?
- 20.If the consumer complains after six months of receiving the goods bought online that they are faulty, do I have to give them a refund?
- 21.If the consumer asks for a refund because of faulty goods bought online, when do I have to give them the refund?
- 22.Does the consumer have to return the goods bought online if they are complaining they are faulty?
- 23. What should my returns policy be for goods bought online that are not as described?
- 24.What should my returns policy be for a consumer who buy goods online which they say are not as described?
- 25.If the goods I sold online are not as described, what rights does the consumer have?
- 26.If the consumer complains within 30 days of receipt that the goods bought online are not as described, do I have to give them a refund?
- 27. If the consumer complains within 30 days of receipt that the goods bought online are not as described, do I have to repair the goods?
- 28. If the consumer complains after 30 days but within 6 months of receiving the goods bought online that they are not as described, do I have to give them a refund?
- 29. If the consumer complains after six months of receiving the goods bought online that they are not as described, do I have to give them a refund?
- 30. If the consumer asks for a refund for goods bought online that are not as described, when do I have to give them a refund?
- 31.Does the consumer have to return the goods bought online if they are complaining they are not as described?
- 32.What happens if I send the wrong quantity of goods to an online consumer?
- 33.What should I do if I receive a complaint that a product I sold online to a consumer caused somebody an injury or damaged property?
- 34.What should I do if a consumer wants to return goods bought online but has removed the original packaging or labels?
- 35.What should I do if a consumer wants to return goods bought online but no longer has the receipt?
- 36.What should I do if a consumer wants to return goods bought online in a sale?
Business customers who want to return goods bought online
- 37.What should I do if an business customer wants to return goods bought online?
- 38.What should I do if a business customer complains that goods I have sold online are damaged or faulty?
- 39.How do I decide whether an item I sold to a business customer online is faulty?
- 40.Can I exclude liability for faulty goods sold to business customers online?
- 41.If the goods I sold online are faulty, what rights does the business customer have?
- 42.How long does the right to return a faulty item bought online last for business customers?
- 43.What should I do if a business customer complains that goods they bought online from me are not what they wanted or are not as described?
- 44.Can I exclude liability for goods sold online to a business customer that are not as described?
- 45.If the goods I sold online are not as described, what rights does the business customer have?
- 46.How long does the right to return an item that is not as described last for online business customers?
- 47.What happens if I sent the wrong quantity of goods to an online business customer?
Complaints about digital content sold online
- 48.What should I do if a consumer wants to cancel an online order for digital content?
- 49.What are my returns obligations when selling digital content online?
- 50.When does the consumer lose the right to cancel an online order for digital content?
- 51.How do I provide a refund for digital content sold online?
- 52.What should I do if a consumer complains that digital content they have bought online from me is defective or faulty?
- 53.How do I decide whether digital content I sold online to a consumer is faulty?
- 54.If the digital content I sold online is faulty, what rights does the consumer have?
- 55.If the consumer complains that digital content I sold them online is faulty within six months of purchasing it, what do I have to do?
- 56.Do I have to give a refund for faulty digital content sold online?
- 57.If I have to give a refund for faulty digital content sold online, when must I do this by?
- 58.What should I do if a consumer complains that digital content I sold them online is not as described or not what they wanted?
- 59.If the digital content I sold online is not as described, what rights does the consumer have?
- 60.If the consumer complains that digital content I sold them online is not as described within six months of purchasing it, what do I have to do?
- 61.Do I have to give a refund for digital content sold online that is not as described?
- 62.If I have to give a refund for digital content sold online that is not as described, when must I do this by?
- 63.What should I do if a consumer complains that digital content I sold them online has damaged a device or other digital content?
- 64.Can business customers cancel an online order for digital content?
Complaints from consumers about services sold online
- 65.What should I do if a consumer books a service online but subsequently changes their mind and wants to get their money back?
- 66.What does the consumer have to do to cancel a service booked online?
- 67.What are my obligations when a consumer wants a refund for a service booked online?
- 68.Does the 14 day cooling-off period apply to all types of service booked online?
- 69.What are my obligations if I have already started providing the service booked online within the 14-day cooling-off period?
- 70.How much of a refund do I give a consumer who cancels a service booked online within the 14-day cooling-off period?
- 71.How do I issue a refund for a consumer who has cancelled a service booked online?
- 72.What should I do if a consumer complains that a service I sold online was not satisfactory?
- 73.If a service that I sold online was not satisfactory, what rights does the consumer have?
- 74.What should I do if a consumer complains that a service I sold online was late?
- 75.What should I do if a consumer is refusing to pay me the amount we agreed for my services sold online?
- 76.What should I do if a consumer is refusing to pay me for services sold online and we did not agree an amount to be paid at the outset?
- 77.What should I do if a consumer is disputing how we agreed a service sold online would be carried out?
- 78.What do I need to do if I am unable to provide the service sold online that I said I would?
- 79.What discount do I have to give if I am unable to provide the service sold online I said I would?
- 80.How long does a consumer's right last to have the work redone or get a refund for services sold online, if I am unable to?
Complaints from business customers about services sold online
- 81.What should I do if a business customer books a service online but subsequently changes their mind and wants to get their money back?
- 82.What should I do if a business customer complains that a service I sold online was not satisfactory?
- 83.Can I exclude liability to business customers for unsatisfactory services sold online?
- 84.If the service I sold online was not satisfactory, what rights does the business customer have?
- 85.What should I do if a business customer complains that services I sold online were late?
- 86.What should I do if a business customer is refusing to pay me what we agreed for my service sold online?
- 87.What should I do if a business customer is refusing to pay me for a service sold online and we did not agree an amount to be paid at the outset?
Terms and conditions
These terms and conditions (also called Ts & Cs) are a set of terms and conditions that provide for rights and responsibilities between you and your customer when you are selling goods and/or services. These terms and conditions can be used when dealing with business customers or consumers. They are suitable whether you are selling face to face or at a distance (such as through a website). These terms and conditions will protect your business by setting out terms like price and payment, delivery, orders, responsibility for breaches of the terms, liability and confidentiality. By using these terms and conditions, you limit your liability to the extent permitted by law, reduce the risk of disputes, and keep your intellectual property and confidential information safe. You can also purchase these terms and conditions as part of the Starting an online business toolkit .
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