Online retail looks simple: a website, products, delivery. Yet this is exactly where businesses most often face customer claims, disputes with suppliers and marketplaces, and issues around personal data and the use of other people’s trade marks. A template public offer copied from another website usually protects against nothing.
We help online shops, marketplaces and retailers prepare documents that reflect their actual sales processes, organise the handling of customer data and settle claims. We explain how to act in disputed situations so that they do not end up in court — and if court cannot be avoided, we represent your interests.
Typical legal issues
A public offer that does not match your processes
A public offer that does not describe the actual terms of payment, delivery and returns does not help in a dispute with a customer and sometimes directly contradicts consumer protection legislation.
Returns and exchanges
Breaching the rules on returning goods bought at a distance leads to customer complaints, inspections and penalties.
Customers’ personal data
Collecting phone numbers, addresses and order histories requires a privacy policy and clear consent. Mailings without a proper legal basis are a frequent cause of complaints.
Trade marks and content
Using other people’s brands, photos or product descriptions may give grounds for claims by rights holders and the blocking of product listings on marketplaces.
Disputes with suppliers and marketplaces
Flaws in supply contracts and in the terms of cooperation with marketplaces make it harder to recover debts and return defective goods.
How we help
- We prepare the public offer and return and exchange rules based on your processes.
- We draft a privacy policy and a procedure for obtaining consent to data processing and mailings.
- We review supply and commission contracts and terms of cooperation with marketplaces.
- We prepare responses to claims from customers and counterparties.
- We advise on trade mark registration and protection.
- We handle disputes with suppliers and partners — from the letter of claim to court.
Frequently asked questions
Can we use the public offer from a competitor’s website?
Better not. Someone else’s text describes someone else’s payment, delivery and return processes, and in a dispute it may work against you. Moreover, copying the text may infringe copyright.
What should we do if a customer threatens to complain?
First, check whether their demand is justified under the law and your terms of sale. A dispute can often be settled with a written response. A lawyer will help prepare it so that it protects your position.
Does an online shop need a privacy policy?
Yes, if the shop collects customers’ personal data — which is almost always the case. The policy must reflect what data you actually collect and who you share it with.