Online merchants should seek to ensure their customers are satisfied by honoring their representations, answering questions, and resolving customer complaints and disputes in a timely and responsive manner.

1. Honor Representations: Online merchants should comply with all commitments, representations, and other promises made to a customer.

2. Answer Questions: Online merchants should provide an easy-to-find and understand notice of how customers can successfully and meaningfully contact the business to get answers to their questions. Online merchants should promptly and substantively respond to the customer’s commercially reasonable questions. (Click here for explanation)

3. Resolve Customer Complaints and Disputes: Online merchants should seek to resolve customer complaints and disputes in a fair, timely, and effective manner.
   1. Online merchants should provide an easy-to-find and understandable notice of how a customer can successfully and meaningfully contact the business to expeditiously resolve complaints and disputes related to a transaction.
   2. Online merchants shall have an effective and easy to use internal mechanism for addressing complaints and correcting errors. Examples include fair exchange policies, return policies, etc.
   3. In the event the customer’s complaint cannot be resolved, online merchants shall also offer a fair method for resolving differences with regard to a transaction by offering either an unconditional money-back guarantee or third-party dispute resolution.
      • If an online merchant offers third party dispute resolution, it should use a trusted third party that offers impartial, accessible, and timely arbitration that is free to consumers or at a charge to consumers that is not disproportionate to the value of goods or services involved in the dispute.
      • Online merchants should provide customers with easy-to-find and understandable contact information for such third parties, including a link (or similar technology) to any third party sites used for such means.
   (Click here for explanation)