Tips and tricks for optimizing
FAQs and help pages in the online shop

How can I return goods? +++ Do I have a warranty? +++
How can I pay for my order? +++ How can I exchange my goods?
FAQs and help pages are used in many online shops with the aim of providing customers with quick and easy access
centrally to inform about important (legal) questions about the online shop. For online retailers, the

double use of legal explanations, however, become a source of warnings if
sayings (to the legal texts) are generated.

Be careful when formulating FAQs and help pages
It is basically sufficient if the legal texts (GTC and customer information, imprint,
Right of withdrawal, data protection, and payment and shipping) once on the website under accordingly
labeled buttons can be set. Multiple representations of the legal regulation (e.g.
"How can I return goods?") under various buttons are not required.

If legal statements are duplicated or - even worse - contradict in some points
If legal statements are duplicated or - even worse - contradict in some points

which can become the subject of warnings as an unnecessary source of error.
Contradictory or duplicate statements that remind customers of the classic “small print”
Contradictory or duplicate statements that remind customers of the classic “small print”

can be assumed that he will leave the site again very quickly. Instead of paying
Rich double and in the worst case contradicting explanations prefer to a clear one

Structure. Therefore, inform the customer specifically. The trend in e-commerce is going towards one anyway
fast and transparent buying experience.

practical tip
Refrain from additional descriptions on topics such as payment or shipping modalities,
Order process or information on exercising the right of withdrawal. These regulations are already in place
contained in the legal texts in detail and conclusively and do not require any further explanation
in FAQs, on help pages or in other "supposedly" central places.
However, if you do not want to do without it entirely, you can refer to the relevant sections in the
Refer or link to legal texts.
Use the FAQs or "About Us" pages (or similar wording) for instead
“non-legal” content. Examples of assistance or information can be given:
• Size selection and size table
• Care instructions for textiles
• Presentation of the Company

• History and conditions of manufacture of the products
• Instructions for entering voucher codes

Tip: Go through these points critically again and let a professional guide you.
true to the motto "Four eyes see more than two".

The 10 most common mistakes on FAQ and help pages in online shops

  1. Conflicting references to shipping costs
    The customer can find all necessary information on the amount of shipping costs under the button
    "Payment and shipping". In addition, in most cases, the price has a link to the appropriate one
    button present.
  2. Use of different cancellation periods

The customer can find all necessary information on the length of his right of cancellation in the cancellation
instruction.

  1. Contradictory information about the offered payment methods
    The customer can find all the necessary information about the payment methods offered under the
    "Payment and Shipping" button or similar wording.
  2. Advertising with insured shipping

The reference to insured shipping gives the impression that the buyer accepts the
Danger of sand, which is legally incorrect when buying consumer goods in distance selling. the

The statement "Insured shipping" or similar formulations should therefore be completely removed.

  1. Conflicting references to bearing the return costs
    The customer will find all the necessary information on bearing the return costs in the event of cancellation in the
    Right of withdrawal.
  2. Incorrect information about the exercise of the right of withdrawal

Especially with questions like "How do I return a product?" or "How do I get my money
back?” many mistakes are made. All necessary information to exercise his right of withdrawal
The customer finds the right in the cancellation policy.

  1. Incorrect reference to warranty rights

Online-Händler sind verpflichtet, Verbrauchern beim Kauf von Neuwaren ein 2-jähriges Gewährleis-
tungsrecht einzuräumen. Ein erneuter Hinweis auf die Frist ist nicht erforderlich, da das Gewährleis-
right is a statutory right.

3

© Händlerbund e.V. (as of 07/30/2018)

This text is protected by copyright. Duplication or forwarding of the information sheet to third parties is permitted,
as long as no changes are made to it and in particular the copyright notice is not removed.

www.haendlerbund.de

Created by lawyers on behalf of Händlerbund Management AG (status: 01/22/2019)

This text is protected by copyright. Duplication or forwarding of the information sheet to third parties is permitted,
as long as no changes are made to it and in particular the copyright notice is not removed.

  1. Incorrect notices of exchange
    "The customer has a 14-day right of exchange", "As a customer, do I have a right of exchange?" -
    Such or similar statements can be found regularly on FAQ pages in the online shop. The term
    Exchange is often misunderstood and it is forgotten that the customer's exchange request
    means a completely new order. About the product to be exchanged, the
    The customer should therefore first exercise his right of withdrawal. As a result, the contract on the original
    ordered items returned.

Check your websites again for these terms. What do you mean by "um-
swap" really?

  1. Information on the Packaging Ordinance
    Since January 1st, 2009, the obligation to provide information according to the Packaging Ordinance has ceased to exist. Every online retailer as a seller is obliged to join a dual disposal system.
  2. Hinweise zur Verpackungsverordnung
    Seit dem 01.01.2009 sind die Hinweispflichten nach der Verpackungsverordnung weggefallen. Es obliegt
    jedem Online-Händler als Verkäufer die Pflicht, sich einem dualen Entsorgungssystem anzuschließen.

There is no information obligation that the customer must be informed. Totally
Contrary: In this respect, there is a risk that such references will be taken for granted as advertising

and could therefore be regarded as anti-competitive. We therefore recommend that such notices
to remove them.