Hello friends, welcome back to this effective training program where we are learning ‘How to Sell Effectively on E-Commerce’.
Yes! ‘How to Sell Effectively on E-Commerce’.
So in the previous topic we learned what are the legal procedures of Registration and Onboarding in E-Commerce.
We are now moving forward to the next topic that is E-Commerce Documentation.
You might have heard this word, E-Commerce Documentation.
When you go to make your own website, WooCommerce, Shopify or other platforms, you yourself will have to write it by consulting legal consultants.
You will need a legal consultant for E-Commerce Documentation.
Or else there will be many websites who can help you in E-Commerce Documentation.
But you don’t need to worry if you join an online marketplace, so you don’t need to worry at all because they have already done it.
Now let’s see step by step what is E-Commerce Documentation, how it’s done & what things are involved.
Whenever you go to any E-Commerce site, for instance, you are going on Amazon’s site, when you scroll down at the bottom most part of the site, you can see Privacy Policy, Terms & Conditions or Disclaimer.
What are these things? That is what E-Commerce Documentation is.
Yes! Like you can see on the screen, you can see privacy notice written here.
Yes! Make sure to check that at least once.
You can check it side by side.
If you haven’t checked it yet, I highly recommend you to check atleast once, okay?
Now what is it exactly?
It is present on every website, it is on Flipkart, Amazon, etc etc.
You can see the at bottom Privacy, Terms & Conditions, Disclaimer, what is it?
In E-Commerce Documentation, the first document is Privacy Policy.
Yes! Privacy Policy.
‘According to Information Technology rules, anybody, corporate & person who collects, receives, possesses, stores, deals or handles information should provide a privacy policy.’
What does Privacy Policy mean?
You are gathering data from your website or from your landing page.
People opened your website & filled their name and number or registered through Email ID, and the user made an account.
You are saying that we are managing the data properly and we are not selling that data to anybody.
I’d like to tell you about this data gathering that an action is being taken in the whole world.
If you haven’t read European Union Law, then please read it.
They have made several laws to save the data, International Agencies are working, Indian Agencies are working towards protecting the data, okay?
So Privacy Policy is very necessary for our website.
Why? So that you can show in your legal document that you are not going to misuse your data, okay?
So you will have to make a Privacy Policy, for which, you will get many examples online, please do read it.
Take a look at your competitor’s website, you will get the idea of how they have made the website.
There are many such websites which will help you to know how to make a Privacy Policy.
It’s a very easy process, please search it online & make sure to add Privacy Policy on your website, okay?
Coming onto 2nd Documentation - Terms & Conditions.
What are Terms & Conditions?
Imagine you delivered a product. The customer had ordered Red but you delivered Green, okay?
Hence this caused a conflict.
What will the customer say? He will say, “ I had ordered red coloured products, why did you deliver green?
I will file a complaint against you plus tell the government also” etc etc.
You will be shocked by this reaction so you will have to mention in the Terms & Conditions that the colours shown in the image might look a little faint in the original product, okay?
Now for instance, you have received the wrong product, okay?
So don’t worry, you can return the product within 15 days & in return, we will send you a new product or refund you the amount.
Therefore, it is very necessary to keep the Terms & Conditions.
‘This helps you to establish legally enforceable ground rules for the proper use of your site and it limits your legal liability in the event of a product malfunction or a customer dispute.’
Yes! Malfunction and Customer Dispute might happen sometime.
Many times it might happen that you have sent a product, but due to delivery agents handling it, the product got damaged.
What will happen then?
You will have to give confidence to the customers to not to worry & return it back if they have received such a product and we will refund you the amount or else replace the product.
Also, whenever such incidents happen, I will tell you to do one more thing off record.
So suppose something like this has happened with you, do send a greeting to your customer apologising & saying you feel bad that they had to face such inconvenience, apologise on behalf of the company & request them to accept a gift as a token of love so that we can add a value to the incident.
So I hope you understood through this example I gave off record, that you will have to send some kind of greeting to make the customer feel good in case of such incidents happening.
This comes under Online Reputation Management.
Yes! If you want to build up reputation or goodwill, how will you do it?
Through the customer’s word of mouth.
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What is word of mouth? Customer will refer to some other person.
Why will he refer?
He will refer because you made him feel good about the product & service
If you made them feel bad, then at least a couple of customers will surely be gone.
But if you have made them feel good, then if one customer is feeling good after buying a product from you, then he will bring many more customers for you.
So you will have to mention all the things in Terms & Conditions.
You will indeed have to mention all these things in Terms & Conditions, that we apply such conditions if something like this happens with you.
Do check the Terms & Conditions as your website should have one.
This is the second documentation which is necessary for your website.
If you are using online platforms such as Amazon, Zomato, Ola, like I said, they already have such Terms & Conditions already written.
I am giving this tip for those people who need to know which documents are required, if you are opening your own business, which documents are necessary.
Look, today you are selling through the platforms like Amazon, Flipkart but in the upcoming years, I’d like it if all of you sell from your websites by making a brand.
If you want to make a brand, it is necessary to understand these documents.
Let’s go to the 3rd main document.
What is that main document?
Disclaimer. Yes! Disclaimer.
What does that mean? It means that whatever I’m showing in this document is 100% true.
You would have seen disclaimers & acknowledgements claiming whatever I am saying is 100% true.
So that is nothing but disclaimer, okay?
‘A website disclaimer is a legal notice that limits or attempts to limit the liabilities that a website owner or publisher may suffer arising due to the website.’
So you will have to add a product disclaimer.
You can add it for every product that if anything like this happens, this will be the case, we promise that the colour will be right, etc etc.
You will have to write a disclaimer that you will get the product just like it is visible.
You have to do this if you are going to make a new website otherwise online platforms like Amazon, Flipkart already have this ready.
Friends, if you have understood this in the right manner, then we saw what Privacy Policy is, what are terms & conditions, why is Disclaimer important?
These 3 documents are very important to have in your website.
If you are joining online marketplaces like Amazon, Flipkart, Zomato and other platforms, they already have all of this registered.
But if you are going to launch your website, if you are going to launch your brand, then it is important to have knowledge about this documentation & if you have understood it perfectly, then I want to congratulate you as you just did it!
Yes! You finished this documentation finally as to how to privacy policy, how terms and conditions & how disclaimer is important for your website.
If you have done it friends, then congratulations, you have completed a very important step.
If you have any queries or comments, click the discussion button below the video and post there. This way, you will be able to connect to fellow learners and discuss the course. Also, Our Team will try to solve your query.
See you in the next module. Happy Learning & Stay Tuned!
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