Training - returns and complaints

Returns and complaints in e-commerce - how to act in accordance with the law

Returns and complaints are a daily occurrence in online commerce – but they're also one of the most common sources of customer misunderstandings and legal issues. Changing regulations, growing consumer expectations, and the activities of the Office of Competition and Consumer Protection (UOKiK) require online sellers to have well-organized knowledge and procedures.

This training will explain in a simple and practical way what rights consumers have, what obligations an online store has, and how to properly conduct returns and complaints processes – in accordance with applicable law and to the benefit of customer relations.

Who is this training for?

The training is aimed at:

• owners and employees of online stores,

• customer service and complaints departments,

• e-commerce and sales specialists,

• persons responsible for regulations and legal compliance of activities.

What will you learn?

• What are the consumer rights regarding returns and complaints in e-commerce,

• When does the customer have the right to withdraw from the contract and when does this right not apply?

• How to properly construct a returns and complaints policy,

• What are the information obligations towards the customer and what must be included on the store's website,

• How to handle complaints – warranty and guarantee, deadlines, rules,

• What are the most common mistakes stores make and how to avoid them?

• What are the consequences of non-compliance with the regulations and how to protect yourself against it?

Why is it worth it?

Properly implemented returns and complaints procedures are not only a legal obligation but also a key element in building customer trust. Good practices in this area help avoid complaints, inspections by the Office of Competition and Consumer Protection (UOKiK) and the State Trade Inspection Authority (PTI), and negative reviews—and also foster loyalty and a positive brand image.

This training will allow you to operate professionally, in compliance with regulations, and without unnecessary risk. The maximum training duration is 3 hours.