{"id":203238,"date":"2021-03-05T13:26:55","date_gmt":"2021-03-05T00:26:55","guid":{"rendered":"https:\/\/legalvision.co.nz\/?p=203238"},"modified":"2021-03-23T13:21:41","modified_gmt":"2021-03-23T00:21:41","slug":"policies-procedures-nz-online-store","status":"publish","type":"post","link":"https:\/\/legalvision.co.nz\/e-commerce\/policies-procedures-nz-online-store\/","title":{"rendered":"What Policies and Procedures Does My NZ Online Store Need?"},"content":{"rendered":"<p><span style=\"font-weight: 400\">As your online business grows, setting down store policies and guidelines becomes all the more crucial. You should have some critical legal documents when you set up your business, and others you can implement as you increase your size and reach. These policies can help you and your employees comply with your legal obligations. What kind of policies your online business needs will depend on what kind of business you are. This article will outline:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">three key policies your online store needs when you start your business; and\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">other policies or procedures you may need according to your situation and size.<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400\">Three Key eCommerce Legal Documents<\/span><\/h2>\n<p><span style=\"font-weight: 400\">When you set up your online business, whether you use an off the shelf e-commerce platform or design your own website, you need these three key policies that serve as legal documents limiting your liability. Ensure that these documents are easy to read and understand and use as little jargon as possible. These are set out below.<\/span><\/p>\n<h3><span style=\"font-weight: 400\">Business Terms and Conditions<\/span><\/h3>\n<p><span style=\"font-weight: 400\">Your business terms and conditions are the contract customers agree to when purchasing products from your site. They outline both you and your customers\u2019 rights and obligations and the expectations attached to that. Your business terms and conditions would likely cover:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">the exact nature of the product you provide;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">payment terms;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">applicable law, such as your consumer guarantees;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">your intellectual property rights;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">extra costs, such as delivery costs;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">warranties;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">disclaimers; and<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">limitations of liability.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">Having a well-drafted terms and conditions document for your online business can help you avoid legal troubles in the future.<\/span><\/p>\n<p><span style=\"font-weight: 400\">When customers complete a transaction on your website, make one of the transaction steps scrolling through your terms and conditions, and clicking \u201cI Accept\u201d. This way, it is clear that a customer has accepted the contract and you can enforce it against them in most cases.<\/span><\/p>\n<h3><span style=\"font-weight: 400\">Website Terms of Use<\/span><\/h3>\n<p><span style=\"font-weight: 400\">While your terms and conditions bind those who purchase from your online store, your website terms of use cover everyone who visits your website. This document outlines:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">the appropriate way visitors can interact with your website; and\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">what you prohibit as well.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">With this document, you can limit your liability regarding what visitors do on your website.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Much of its content will be similar to your terms and conditions, minus the clauses relating to the transactions themselves. You can include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">information detailing what is prohibited conduct;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">disclaimers and warranties;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">limitations of what you are legally responsible for; and<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">intellectual property licences and protection.<\/span><\/li>\n<\/ul>\n<div class=\"box box--info box--icon\">\n<p><span style=\"font-weight: 400\">For example, if your business\u2019 website has a forum component where users can upload images or make content, you can outline what is and is not appropriate to upload.<\/span><\/p>\n<\/div>\n<h3><span style=\"font-weight: 400\">Privacy Policy<\/span><\/h3>\n<p><span style=\"font-weight: 400\">The third policy document you need is a privacy policy. Your online store will likely deal with customers\u2019 <a href=\"https:\/\/legalvision.co.nz\/data-privacy-it\/personal-information-nz\/\">personal information<\/a>, which is any information that can identify an individual. This can include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">full names;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">photos;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">email addresses; and<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">payment details.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">If your business deals with this information, you are bound by <a href=\"https:\/\/legalvision.co.nz\/data-privacy-it\/privacy-laws\/\">NZ privacy laws<\/a>. Your privacy policy outlines how you comply with these obligations and informs your customers how you handle their data. Because your store is online, you deal with more personal data, and there is a higher risk of a privacy breach. So, you need to do more to comply with your privacy obligations. In your privacy policy, you need to outline what you do to protect privacy when you:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">collect;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">store;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">use; and<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">share data.<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400\">Other Key Policies<\/span><\/h2>\n<p><span style=\"font-weight: 400\">You should draft the previous three policies and documents when you start your online store. However, there may be other policies you need depending on the:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">size of your business; and<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">nature of your business.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">For example, if your online store deals solely in digital purchases such as ebooks, you may not need a shipping policy, because you do not deliver physical goods. On the other hand, you would need one if you sell physical products.<\/span><\/p>\n<p><span style=\"font-weight: 400\">As your business grows and you take on more staff, it may help to outline policies that act as guidelines for how they should handle online matters and customer service. Tailor them to suit your business and update them as appropriate. Below are some other policies that may be useful for your online business.<\/span><\/p>\n<table class=\" lv-table lv-table--style-1\" border=\"0\" cellspacing=\"0\" cellpadding=\"0\">\n<tbody>\n<tr>\n<td>\n<p><a href=\"https:\/\/legalvision.co.nz\/regulatory-and-compliance\/what-should-my-new-zealand-business-include-in-a-refund-policy\/\"><b>Shipping and Returns Policy<\/b><\/a><\/p>\n<\/td>\n<td>\n<p><span style=\"font-weight: 400\">This details how you handle deliveries and customer returns or exchanges.<\/span><\/p>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<p><a href=\"https:\/\/legalvision.co.nz\/data-privacy-it\/does-my-new-zealand-business-need-a-cybersecurity-policy\/\"><b>Cybersecurity Policy<\/b><\/a><\/p>\n<\/td>\n<td>\n<p><span style=\"font-weight: 400\">This covers what cybersecurity measures your business has in place and procedures you maintain to protect your business.<\/span><\/p>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<p><b>Customer Service Policy<\/b><\/p>\n<\/td>\n<td>\n<p><span style=\"font-weight: 400\">This outlines how your employees should act with customers and what service values are important to your business.<\/span><\/p>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<p><a href=\"https:\/\/legalvision.co.nz\/employment\/social-media-policy\/\"><b>Social Media Policy<\/b><\/a><\/p>\n<\/td>\n<td>\n<p><span style=\"font-weight: 400\">This covers how staff interact with customers on social media and social media use in the workplace.<\/span><\/p>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<p><a href=\"https:\/\/legalvision.co.nz\/data-privacy-it\/does-my-new-zealand-business-need-a-fraud-and-corruption-policy\/\"><b>Fraud and Corruption Policy<\/b><\/a><\/p>\n<\/td>\n<td>\n<p><span style=\"font-weight: 400\">This outlines what measures you have put in place to combat fraud and corruption in your business.<\/span><\/p>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<p><a href=\"https:\/\/legalvision.co.nz\/regulatory-and-compliance\/create-complaints-process-nz-business\/\"><b>Complaints Policy<\/b><\/a><\/p>\n<\/td>\n<td>\n<p><span style=\"font-weight: 400\">You are legally obliged to handle customer complaints, so it may be useful for your staff to have guidelines for this task. You could also have an external version that outlines how customers can report a complaint.<\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n<a href=\"#content-next\"\n   class=\"block p-4 mt-10 text-xl font-bold text-center text-white no-underline bg-gray-800 rounded-t-xl\">\n    Continue reading this article below the form\n    <i class=\"text-xl fa-regular fa-arrow-down\"><\/i>\n<\/a>\n<div class=\"px-6 pt-10 pb-12 mb-10 text-center bg-gray-100 rounded-b-xl sm:px-12 test\">\n    <div class=\"mb-8 text-2xl font-bold text-orange\">\n        Need legal advice?\n        <br>\n        <span class=\"text-lg not-prose\">\n                            Call <a href=\"tel:+64800005570\" class=\"not-prose\">0800 005 570<\/a> for urgent assistance.\n                <br>\n                Otherwise, complete this form, and we will contact you within one business day.\n                    <\/span>\n    <\/div>\n\n    \n\n<div class=\"not-prose flex justify-center text-left gform_input_bg_white 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These are:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">terms and conditions;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">website terms of use; and<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">a privacy policy.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">However, you may need other policies that suit your online business\u2019 unique circumstances. If you would like more information or help with your online store\u2019s policies, contact <a href=\"https:\/\/legalvision.co.nz\/online-business-ecommerce-lawyers-lp\">LegalVision\u2019s <\/a><\/span><a href=\"https:\/\/legalvision.co.nz\/online-business-ecommerce-lawyers-lp\"><span style=\"font-weight: 400\">online business lawyers<\/span><\/a><span style=\"font-weight: 400\"> on 0800 005 570 or fill out <\/span><span style=\"font-weight: 400\">the form on this page.<\/span><\/p>\n<h2><span style=\"font-weight: 400\">Frequently Asked Questions<\/span><\/h2>\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1614903576301\"><strong class=\"schema-faq-question\"><strong>What policies does my NZ online store need?<\/strong><\/strong> <p class=\"schema-faq-answer\">Your online store needs three key policies: terms and conditions, website terms of use and a privacy policy. However, you should have other policies as well that cater to your business, such as a shipping policy or cybersecurity policy.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1614903583880\"><strong class=\"schema-faq-question\"><strong>Do I need terms and conditions for my online store?<\/strong><\/strong> <p class=\"schema-faq-answer\">Yes, you need terms and conditions for your online store. This is the contract that customers accept when they purchase from your store.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1614903591382\"><strong class=\"schema-faq-question\"><strong>What does my website terms of use cover?<\/strong><\/strong> <p class=\"schema-faq-answer\">Your website terms of use should cover what is and is not appropriate conduct for visitors to your site. It will also provide legal disclaimers and intellectual property protections.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1614903599728\"><strong class=\"schema-faq-question\"><strong>What should go into my privacy policy?<\/strong><\/strong> <p class=\"schema-faq-answer\">Your privacy policy should detail how exactly you handle customers\u2019 personal information. This includes how you collect, store, and handle their personal data.<\/p> <\/div> <\/div>\n<div class=\"not-prose m-feedback-prompt\">\n    <!-- Thumbs up\/down bar -->\n    <div class=\"m-feedback-prompt__main\">\n        <div class=\"m-feedback-prompt__title\">Was this article helpful?<\/div>\n        <div>\n            <!--span class=\"m-feedback-prompt__button--text\">Thanks!<\/span-->\n            <button type=\"button\" class=\"m-feedback-prompt__button m-feedback-prompt__button--yes\"\n                    data-analytics-link=\"feedback-prompt:yes\" aria-label=\"Agree\">\n                <i class=\"fa-regular fa-thumbs-up fa-3x\"><\/i>\n            <\/button>\n            <button type=\"button\" class=\"m-feedback-prompt__button m-feedback-prompt__button--no\"\n                    data-analytics-link=\"feedback-prompt:no\" aria-label=\"Disagree\">\n                <i class=\"fa-regular fa-thumbs-down fa-3x\"><\/i>\n            <\/button>\n        <\/div>\n    <\/div>\n\n    <!-- Feedback form -->\n    <div class=\"m-feedback-prompt__form\">\n        <div class=\"m-feedback-prompt__form--thanks \">\n            <div>Thanks!<\/div>\n            <p>\n                We appreciate your feedback \u2013 your submission has been successfully received.            <\/p>\n        <\/div>\n        <form id=\"contact-form\" class=\"m-feedback-prompt__form--form\" action=\"\" method=\"post\">\n            <input type=\"hidden\" id=\"authenticity_token\" name=\"authenticity_token\" value=\"d2c2fab9ad\" \/><input type=\"hidden\" name=\"_wp_http_referer\" value=\"\/api\/wp\/v2\/posts\/203238\" \/>            <input value=\"https:\/\/legalvision.co.nz\/e-commerce\/policies-procedures-nz-online-store\/\" type=\"hidden\" name=\"currenturl\"\n                   id=\"currenturl\">\n            <input value=\"What Policies and Procedures Does My NZ Online Store Need?\" type=\"hidden\" name=\"currenttitle\"\n                   id=\"currenttitle\">\n            <label>\n                <!-- display on thumbs-up -->\n                <span class=\"m-feedback-prompt__feedback m-feedback-prompt__feedback--yes\">\n                    Can you tell us <span class=\"font-semibold\">why<\/span> you found it helpful?\n                <\/span>\n\n                <!-- display on thumbs-down -->\n                <span class=\"m-feedback-prompt__feedback m-feedback-prompt__feedback--no text-lg\">\n                    How can we better improve this article?\n                <\/span>\n                <textarea name=\"feedbackmessage\" id=\"feedbackmessage\" required><\/textarea>\n            <\/label>\n\n            <div class=\"m-feedback-prompt__form--error\" id=\"form-submit-error\"><\/div>\n            <button id=\"submit-contact-form-button\" type=\"submit\" name=\"commit\" class=\"m-feedback-prompt__form--submit\"\n                    data-analytics-link=\"feedback-prompt:submit\">\n                Submit            <\/button>\n        <\/form>\n    <\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>As your online business grows, setting down store policies and guidelines becomes all the more crucial. You should have some critical legal documents when you set up your business, and others you can implement as you increase your size and reach. These policies can help you and your employees comply with your legal obligations. What<a href=\"https:\/\/legalvision.co.nz\/e-commerce\/policies-procedures-nz-online-store\/\">Continue reading <span class=\"sr-only\">&#8220;What Policies and Procedures Does My NZ Online Store Need?&#8221;<\/span><\/a><\/p>\n","protected":false},"author":13236,"featured_media":201792,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","editor_notices":[],"footnotes":""},"categories":[6],"tags":[25,74,75,237,443,647],"class_list":["post-203238","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-e-commerce","tag-small-business","tag-online-business","tag-terms-and-conditions","tag-privacy-policy","tag-e-commerce-business","tag-terms-of-use"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>What Policies Does My NZ Online Store Need? | LegalVision New Zealand<\/title>\n<meta name=\"description\" content=\"If you own an online store in New Zealand, you will need to set out a range of important policies and procedures. 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