If you sell online in India, the Consumer Protection (E-Commerce) Rules 2020 require your shop to display certain things about you before somebody buys: who is selling, where you trade from, your GST number, how a customer reaches you, who handles complaints, and the terms you sell on — returns, refunds, delivery and cancellation. Your shop publishes these at /policies on its own web address.
What your shop can show today
These come straight from your business record, so they are right everywhere at once and you never retype them:
- Your legal name
- Your principal place of business
- Your GSTIN
- Your CIN or LLPIN, which you set under Business details
What it cannot show yet, and why we say so on the page
Three of the particulars the Rules ask for have nowhere to live in Finocket yet: a customer-care phone or email for your shop, the name and contact of your grievance officer, and the country of origin of what you sell. We have not quietly left these blank and we have not filled them in with our own details — putting Finocket’s complaints address on your shop would make us the people your customers complain to, which is not what the law intends or what you have agreed to.
So the page names each one as something your shop cannot publish here yet, rather than as something you forgot. The same is true of your legal name and address if they are blank: today they can only be set when a company is first created, so if yours are empty the page says the shop has no way to publish them rather than telling you to go and fix it.
Your policy documents are yours to write
Terms of sale, a privacy notice, and your returns, delivery, cancellation and complaints policies are promises to your customer, and a returns policy is a contract term. Finocket does not write them for you and does not ship a template: a paragraph we wrote, unread, would become your promise and our sentence in your dispute. Ask whoever advises you on contracts, or your CA.
Your shop links to each policy at whatever web address you choose for it, in whatever language you write it in — the page finds the right one by what it is, not by its English name, so a policy addressed in Telugu or Tamil is still found and still linked.
If something cannot be read
A page that cannot reach your records says so, in those words. It never shows an empty list, because “this shop published nothing” and “we could not check” are different statements about your business, and only one of them is fair to you.
Before you open your shop
Trading without these particulars is non-compliant whether or not our software let you publish, so treat the gaps above as real. If your shop is close to opening and something on that page is missing, tell us — which particulars matter most to you is one of the things that decides what we build next.