Part of running a business is making sure it stays safe.

Sure - marketing, growth, getting more customers, all that is important.

But there's no point in investing so much time and money into those parameters...

...if you are just going to lose it the next day.

So there are steps to ensuring that you have a strong foundation.

And also making sure you are on the right side of the law.

Which helps you stay transparent and build trust with your customers.

I talk about these steps in today's Case Study!

Our client started working on a multi-category e-commerce store in India.

They wanted to make sure they took the right steps to comply with the laws.

And also had the necessary documents and policies for their platform.

This is where we come in!

Problems:

1) Minimizing Customer Disputes:

Our client was not new to the business.

So he already had his fair share of experience and challenges.

And his main challenge was dealing with customer disputes.

They aimed to minimize disputes this time around.

2) Ensuring Legal Compliance:

They wanted to make sure their business and platform were protected.

And the number 1 way to do that is to make sure they are compliant with the local laws.

3) Simplifying Terms and Policies:

They wanted to keep the terms and policies easy to understand.

Because if the terms were simple, then everyone would have a clear idea about what to expect out of the platform.

And also about their rights and duties.

Solutions:

1) Advisory on the platform

They were running a hybrid model - operating as a direct seller and acting as an intermediary for third-party sellers.

We advised them on the legal considerations they need to take while designing the platform.

This included taking explicit consent from customers for purchase, avoiding pre-ticked boxes, seeking an undertaking from third-party sellers about the product they are offering,

2) Creating Policies for Customer

We considered intermediary and e-commerce rules while drafting separate T&Cs for their website, for customers and sellers.

We provided information on order process, delivery, payments, cancellations, and refunds.

Made the cancellation policy, which is the most disputed area, foolproof. Added a grievance redressal mechanism for handling customer requests.

Kept a cap on the liability of the platform, to the extent possible for business protection.

3) Creating Policy for Sellers

Created a policy governing the relationship between sellers and the platform - limiting what they can or can't do on the platform.

Also provided information on how the ranking of the sellers offering the same product is decided on the platform.

And the information they are mandatorily required to provide before listing the product.

Seeking undertaking and indemnities for defective or spurious goods provided by the seller.

Those 3 steps helped them make sure:

1) They were transparent with their customers

2) They set the initial framework in place for long-term success

3) Their business and brand were overall protected

Now with that in place, their main focus was on complete growth and expansion!

Sometimes it takes a few steps to ensure that you are set for the future.

Ask yourself this question - would you build a house on loose ground?

No, right?

Then why would you do it with your business?

Making sure you have the right foundation is important if you are going all in with expansion and growth!

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