Policies are required on every website regardless of what the merchant does, they are preferred to be on the homepage, however, as long as the cardholder is able to view them prior to checkout they can be located anywhere on the site.

Below are the required policies and Visa’s explanation of what should be communicated in the policy.

 

Privacy - To allay customer concerns about providing personal data, your privacy policy should define:

What customer data is collected and tracked

With whom this information is shared, and

How customers can opt out

 

Refund/Return/Cancellation - Establish a clear, concise statement of your refund/return policy:

Make this statement available to Web site visitors through links on your homepage.

Provide full explanation of steps consumer must take to obtain refund.

This policy must be listed even in the case of “no refunds”

 

Shipping/Delivery (not required on Fast Food/Pizza) - Develop a clear, comprehensive shipping policy and make it available to customers through a link on your home page and at the time of the online purchase:

Explain shipping options and expected delivery.

Provide full disclosure of all shipping and handling fees.

 

Security – Explain how card information is protected:

During Transmission, while on your server, and at your physical work site

Make the page available to visitors through lists on your home page.

 

POLICY EXAMPLES FOR ALL WEBSITES (required by the Cardholder Associations)

 

PRIVACY POLICY:

This statement should tell the consumer how the merchant will be using the personal data they have collected.

 

“We respect and are committed to protecting your privacy. We may collect personally identifiable information when you visit our site. We also automatically receive and record information on our server logs from your browser including your IP address, cookie information and the page(s) you visited. We will not sell your personally identifiable information to anyone.” (And so on...)

Or, if they do pass along personal information for whatever reasons, they would state this instead. This policy should be tailored to how the merchant intends to use the information they are given.

 

SECURITY POLICY:

This statement should tell the consumer how their personal information is kept secure during the transmission of payment.

 

“Your payment and personal information is always safe. Our Secure Sockets Layer (SSL) software is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read over the internet.” (Etc.)

 

REFUND POLICY:

This policy should be clearly and specifically spelled out to avoid disputes with cardholders.

 

“We offer 30 Money Back Guarantee on almost every product we offer. Please call customer service at 800-000-0000, in advance to obtain an RMA number (Return Merchandise Authorization) within 30 days of purchase date.”

 

Another example:

“All refunds will be provided as a credit to the credit card used at the time of purchase within five (5) business days upon receipt of the returned merchandise.”

 

Cancellation example:

The deadline to receive a refund for your registration is 30 business days before the event. Registration cancellations received prior to the deadline may be eligible to receive a refund less a $ service fee.

 

Note - It could be that all sales are final or No Refunds. If this is the merchant’s policy, it should be stated on the website and should also be noted on the footer of the merchant receipt or invoice

 

Shipping Policy/Delivery Policy:

This policy should clearly define the merchant’s shipping policy.

“Please be assured that your items will ship out within two days of purchase. We determine the most efficient shipping carrier for your order. The carriers that may be used are: U.S. Postal Service (USPS), United Parcel Service (UPS) or FedEx. Sorry but we cannot ship to P.O. Boxes. If you’re trying to estimate when a package will be delivered, please note the following:

 

Credit card authorization and verification must be received prior to processing. Federal Express and UPS deliveries occur Monday through Friday, excluding holidays. If you require express or 2 day shipping, please call us at 800.000.000 for charges.

 

SHIPPING AND HANDLING COSTS:

1 item (boots not included) $9

2 or more items, including boots $15

PLEASE NOTE: Out of state orders WILL NOT be charged sales tax. In state orders will be charged 7.8% sales tax.

 

Age Verification Policy:

This policy should clearly define the merchant’s Age Verification Policy for order/shipping alcoholic beverages.

 

"You must be at least 21 years of age to order or receive alcoholic beverages. Any shipments containing alcoholic beverages are sent with an "Adult Signature Required" sticker. All carriers who deliver alcoholic beverages are required to ask and check for identification upon delivery. This means that you or someone over the age of 21 will need to be present at the time of delivery to sign for your shipment. We highly recommend having your wine shipped to a business to avoid any potential delays." (Etc.)