Making e-commerce work for you

Complying with the rules to safeguard and build your reputation

There are extensive regulations to protect consumers at every stage of the purchasing journey. We can help you navigate the regulatory challenges involved when selling to consumers online.

E-commerce regulations

Any e-commerce retailer selling to consumers in the UK or EU must follow the rules on online selling. These include making specific information available to consumers online, allowing consumers to return goods in certain circumstances within 14 days of the day after receipt, and ensuring goods are of satisfactory quality, fit for purpose and as described.

We can help you prepare tailored e-commerce compliant terms and conditions for your website and other points of sale.

Online advertising

Marketing to consumers must follow the various rules set by the Information Commissioners Office (ICO) which oversees data protection, the Advertising Standards Authority (ASA) who enforce rules which all advertisers, agencies and media must follow, and other regulatory bodies.

There are also rules on comparative advertising. The rules apply to emails, website ads and social media advertising, and depend on how you communicate with consumers and your previous interactions with them. We’ll guide you through these rules, to make sure your marketing is compliant.

Cybersecurity and data protection

Data you collect will be subject to the relevant data protection legislation. We can prepare your website’s privacy policy and terms and conditions, to explain what data is collected, how it is used and how consumers can exercise their data rights.

Payment processes

If you collect and process card payments directly, you must comply with the Payment Card Industry Data Security Standard (PCI-DSS), which imposes security and encryption requirements on any business that stores, processes or transmits payment cardholder data.

This is why many retailers prefer to use a payment gateway from a third party, such as PayPal, who will collect the data and process the payment on behalf of the retailer. We can advise you on the best strategy for your business and prepare compliant terms.

EU Platform-to-Business regulation

P2B defines the terms that online platforms and search engines which offer goods and services to businesses and consumers in the UK and EU must include in their website terms and conditions.

These terms and conditions must contain certain information to help users understand how their information will be used and how the services will be provided, as well as the remedies they have if things go wrong. The P2B Regulation continues to apply post-Brexit.

Whether you’re new to e-commerce or looking to have a more active online presence, it’s crucial to maintain consumer confidence and uphold your reputation for putting consumers first. We understand the challenges and how to address them, so if you’re seeking answers and assistance, please get in touch.

E-commerce is just one of the areas we cover for clients who engage with consumers. You can find out more about other aspects of selling consumer goods and services here.

Insights: Consumers