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Boosting Trust and Sales with Clear Store Policies


Clear and comprehensive store policies are key to building trust and attracting customers. More than just information, they simplify business processes like applying for advertising accounts and directly contribute to increased sales and completed orders. This FAQ will guide you through crafting and optimizing your e-commerce store policies for maximum impact. 


In This Article



Recommended Store Policies for Success

To elevate your brand image and professionalism, we recommend adding the following six policies to your SHOPLINE store:

  • About Us: Engage with your customers by sharing your business’s story and highlighting your product features. Consider including the following topics:
    • Brand history
    • Brand story
    • Product features

  • Contact Us: Foster customer trust and satisfaction by providing convenient access for customers to reach out to you. Consider including the following topics:
    • Company name
    • Email address and phone number
    • Company address
    • Operating hours

  • Refund Policy: Clearly communicate your return guidelines and processes to safeguard the rights of both you and your customers.  Consider including the following topics:
    • Return standards
    • Return process
    • Required return documents
    • Return timeframe
    • Refund period and method

  • Privacy policy: Establish transparency regarding how customer data is collected, processed, and disclosed on your website to build trust with your customers. Consider including the following topics:
    • Rights of data subjects
    • Types of information collected and collection methods
    • Usage and storage purposes of collected information
    • Financial information and general sales conditions
    • Identity and contact information of responsible individuals or organizations
    • Recipients of the data 
    • Data retention period and deletion conditions
    • Measures for protecting visitors' personal information

  • Shipping Policy: Provide comprehensive shipping details, including shipping methods, fees, and estimated delivery timelines, to enhance post-sales service.  Consider including the following topics:
    • Delivery cycle
    • Shipping methods and fees
    • Expected delivery timelines
    • Logistics charging methods
    • Free shipping requirements (if applicable)
    • Reminders for potential delays due to epidemic control measures

  • Terms of Service: Define clear guidelines outlining acceptable behavior, prohibited actions, and liability limitations for customers, establishing boundaries for interactions on the website. Consider incorporating the following topics: 
    • User notice
    • User rights and responsibilities
    • Ownership of user content
    • Acceptable and unacceptable website content
    • Exit declaration
    • Account termination procedure
    • Disclaimer
    • Limitation of liability
Note: If you plan to apply for an advertising account, we strongly recommend establishing your store policies based on the guidelines of the corresponding advertising platform.



Crafting Your Store Policies

There are two ways to craft store policies in SHOPLINE:


Using "Terms and Policies" 

The Terms and Policies section lets you create essential policies like refunds, privacy, terms of service, and shipping. Follow the steps below to create policy content. 

Note: Policies created on the "Terms and Policies" page will automatically appear as links in the footer of your store’s checkout page. To add policies to the footer of your online store, consult the "Adding Policy Links to Your Store Footer" section.


  1. From your SHOPLINE admin panel, go to Settings > Terms and Policies.

  2. Find the desired policy section and enter your policy content using the rich-text editor for formatting.

Alternatively, click Create from template to apply SHOPLINE's template and customize it.

  1. Review and ensure the content is accurate and visually appealing.
  2. Click Update to create and add the policy to your checkout page footer.
  • While SHOPLINE provides templates, you are responsible for ensuring your policies comply with regulations. Review them carefully before publishing.
  • SHOPLINE's templates are only available in English. For other languages, create your own policies and consult a local legal expert.


Using "Custom page" 

To create additional policies or add custom pages such as "About Us" and "Contact Us", access the Custom page section. Follow these steps: 

  1. From your SHOPLINE admin panel, go to Online Store > Page. Then, click Create a page.

  2. Give your page a name and enter the content using the rich-text editor.

  3. Configure publish settings, SEO, and choose a suitable template (if needed).

  4. Review and ensure the content is accurate and visually appealing.
  5. Click Add to create the custom page.
Note: For further guidance on setting up custom pages, refer to the "Creating Custom Page" article. Feel free to contact our Merchant Success Team if you need further assistance or references.



Adding Policy Links to Your Store Footer

Once you have created store policies and custom pages, it is recommended to add them to the footer of your store’s website to enhance trust and ensure legal compliance. Follow this two-phase procedure to add the page links:


Create Navigation Menus

Before adding page links to your store’s footer, you must first create navigation menus. Follow these steps:

  1. From your SHOPLINE admin panel, go to Online Store > Navigation, and click Create the navigation.

  2. Give the navigation a name and click Add menu item.

  3. For the "Referral URL", choose Policy for policies from the "Terms and Policies" section, or Custom page for pages you created.

  4. Enter a name for the menu item and click Add. Repeat for all desired links.

  5. Click Add to create the navigation menu.


Add Policy Links to Store Footer

Once you've created navigation menus containing your policy links, follow these steps to display them in your store's footer:

  1. From your SHOPLINE admin panel, go to Online Store > Design and click the Design button on your current theme to access the theme editor.

  2. Find Footer > Fast navigation and click it. Give the navigation a title and click Change.

  3. Select your created navigation menu and click Done. You can preview the applied changes in real-time. 

  4. After configuring, click Save in the upper right corner. 


Congratulations! Your policy and custom page links are now in your website footer.

Note: For more details on navigation settings, refer to the "Navigation Menu" FAQ article.


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