Internet shopping or e-commerce has the potential to expand your customer base, but also has risks.
To encourage customers to shop online, you must assure them that you are a reputable supplier.
Follow the same good business rules you would if the transaction was over the counter.
- ensure that you clearly set out the terms of sale on your site, and make them easily accessible
- accurately and truthfully describe the goods or services, and specify any variations
- state your registered business name, company name and Australian business number (ABN) prominently
- place your physical business address and telephone number on the site
- make sure your ordering procedure includes secure (encrypted) credit card access or transactions via a secure banking service
- tell the shopper how and when you will deliver the goods or services, and specify any extra charges before they agree to buy
- check if any import duty and additional taxes apply
- clearly explain your refunds and returns policy, which must adhere to the same laws as shop-bought goods
- check warranty and refund policies of your intended suppliers
- put a complaint handling policy in place and provide a copy on your website
- offer consumer feedback facilities like email, phone and fax numbers
- provide good after-sale service
- comply with privacy laws
- determine the use and security of customer information
- comply with anti-spamming laws when you consider promoting your business via email addresses you collect in online transactions.
Last reviewed 01/12/2011