Study Guide

PayPal Certified Developer Program Study Guide March 2008 31
Internet Security and Fraud Prevention
Disclosure and Compliance
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4. Return policy. Your customers love simplicity and forgiveness. They sometimes make
mistakes and order the wrong products. They may be unfamiliar with what they are
ordering, and it’s not what they had in mind. By allowing your customers to return an item
in a timely fashion, and making it easy to do so, you are gaining their loyalty. A clear return
policy also comes in handy if the order arrives damaged. So make it easy for them to
initiate returns:
– Spell out exactly what your return policy is, for example that you accept returns only as
exchanges or you accept returns and will credit their payment card
– Be specific about how many days after purchase the item can be returned in order to get
a credit or exchange
– Let them know if you charge a restocking fee on returns
– Include a return shipping label with every order
– Provide clear return instructions, such as asking for a reason for the return and a
telephone number in case you have questions
– Provide guidance on how to pack the return and where they should bring it to ship it back
to you
– Include your customer service number or email address in case customers have questions
or comments.
5. Contact information. Keep the channels of communication open. Make it easy for your
customers to get in touch with you:
– Give examples of reasons they may want to contact you, for example questions about
privacy policy, return policy, availability of goods, etc.
– Provide a phone number, and give the days and hours the phone lines are answered
– Provide an email address, and give a timeframe when an answer can be expected
– Provide a mailing address, and suggest to whose attention it should be addressed
PCI Data Security Standard Compliance
Just as a disclosure policy describes your business and states your business practices, your
compliance with the PCI Data Security Standard communicates how much you care about
your customers and reinforces an atmosphere of safety for all online merchants.
Consumers are becoming increasingly aware of the dangers of identity theft due to
compromised data and stolen credit card information. PCI compliance assures your customers
that you’re looking out for their safety and well-being. Approach it with that in mind, and you
transform compliance into a competitive edge and asset instead of a dreaded “must do.”
Today, virtually all major credit card companies, including American Express®, Diners
Club®, Discover® Card, JCB®, MasterCard International®, and Visa® U.S.A., require
merchants and service providers to comply with the PCI standard. When you process credit
card transactions through a merchant account, you also need to meet PCI validation
requirements, including quarterly and annual audits, security self-assessments, and security
scans. Your exact validation requirements are determined by your volume of credit card
transactions.