Store Policy Writer

Introduction

Every ecommerce store needs clear policies to build buyer trust, cut support tickets, and meet platform and legal requirements — yet most stores either copy a generic template that doesn't match how they actually operate, or write something vague that creates disputes later. This skill generates complete, ready-to-publish store policies tailored to a specific business model, product types, fulfillment methods, and target markets: returns and refunds, shipping and delivery, privacy and data handling, and terms of service.

Policies are written in plain, customer-friendly language while still being precise about the things that cause disputes: who pays return shipping, how long refunds take, what counts as a valid return, and how customer data is handled. Each policy reflects the seller's real operations rather than boilerplate, so it is accurate and defensible.

> Not legal advice. This skill produces strong first-draft operational policies based on the inputs provided. For regulated products, cross-border tax/consumer-law obligations, or high-risk categories, the output should be reviewed by a qualified attorney before publishing.

Quick Reference

What this skill solves

• Generic-template mismatch — policies that describe a business that isn't yours (wrong return window, wrong carriers, wrong jurisdictions).
• Dispute-prone ambiguity — silence on return shipping cost, refund timing, or condition requirements, which is where most chargebacks and complaints start.
• Launch blockers — a new Shopify/WooCommerce store can't go live without the required legal pages.
• Marketplace onboarding friction — Amazon, TikTok Shop, and Shopee each demand policies that meet their buyer-protection standards.
• Compliance gaps — privacy policies that ignore GDPR/CCPA disclosure expectations for stores serving EU/California shoppers.
• Inconsistent voice — four policies that read like they came from four different companies.
• Overly harsh or overly loose terms — exclusions so broad they violate consumer law, or so loose they invite abuse.

Workflow

1. Collect business facts. Confirm required inputs: business_name, product_types, fulfillment method(s), shipping origin and destination markets, and which policies are needed. Note any regulated categories (food, cosmetics, electronics, supplements).

1. Map operational reality. For each policy, capture the real numbers: actual return window, who pays return shipping in each scenario, processing time, carriers, refund method and timing. Policies must describe what the business actually does. See references/policy-clause-library.md.

1. Determine compliance surface. Identify the jurisdictions and platforms in play and pull the relevant disclosure requirements (GDPR, CCPA, distance-selling/cooling-off rules, marketplace buyer protection). See references/compliance-reference.md.

1. Draft each policy in the structure from references/output-template.md, in plain second-person language, with scannable headings and concrete numbers instead of vague phrases.

1. Set fair, itemized exclusions. List final-sale, hygiene, custom, and perishable exclusions explicitly; avoid blanket exclusions that conflict with consumer law.

1. Add the operational glue. Contact channel, response-time expectation, effective date, and how changes will be communicated.

1. Run the quality gate in assets/quality-checklist.md, then flag anything that needs attorney review (regulated products, cross-border tax, warranties).

Inputs

• business_name (required): Exactly as it should appear in documents. Example: "Horizon Outdoor Co."
• product_types (required): Categories sold, since they drive returns rules and exclusions. Example: "camping gear and apparel; some perishable trail food."
• fulfillment_method (required): Self-fulfilled, 3PL, dropship, or marketplace-fulfilled — affects shipping/return logistics and timelines.
• markets (required): Where customers and the business are located (e.g. "US + EU + UK"), which determines compliance scope.
• policies_needed (optional): Subset of returns/refunds, shipping, privacy, terms. Defaults to all four.
• brand_voice (optional): Formal, friendly, or minimal. Defaults to plain and friendly.

Worked example 1 — Returns & Refunds (Shopify apparel brand)

Brief: "Maple & Pine," self-fulfilled US apparel store, also ships to Canada, friendly voice.

Generated policy (excerpt):

> Returns

> You can return most items within 30 days of delivery for a refund or exchange. Items must be unworn, unwashed, and have original tags attached.

> Who pays shipping: If the item is defective or we made an error, we cover return shipping. For change-of-mind returns, return shipping is $6.95, deducted from your refund.

> Refunds: Once we receive and inspect your return, we issue your refund to the original payment method within 5–7 business days. Your bank may take a few extra days to post it.

> Exclusions: Final-sale items (marked at checkout), underwear, and pierced jewelry can't be returned for hygiene reasons.

> How to start: Email returns@mapleandpine.com with your order number and we'll send a prepaid label or instructions within 1 business day.

Why it works: every dispute trigger (window, condition, who pays, timing, exclusions, contact) is answered with a specific number or named channel.

Worked example 2 — Privacy Policy (store serving US + EU)

Brief: "Lumen Skincare," ships US + EU, runs Meta/Google ads and email marketing.

Generated policy (excerpt):

> What we collect: contact and shipping details you provide at checkout; order history; and device/usage data via cookies and analytics.

> Why: to fulfill orders, provide support, prevent fraud, and — with your consent — send marketing.

> Sharing: with payment processors, shipping carriers, and analytics/advertising partners (e.g. Meta, Google) acting as processors. We do not sell your personal information.

> Your rights: EU/UK shoppers may access, correct, port, or delete their data and object to processing (GDPR). California residents have access/deletion/opt-out rights (CCPA/CPRA). Email privacy@lumenskincare.com to exercise them.

> Cookies: a banner lets EU/UK visitors accept or reject non-essential cookies before they load.

Why it works: it names the actual data flows and ad partners and maps concrete rights to the markets served, instead of generic privacy reassurance.

Common mistakes

1. Vague return windows. "Reasonable time" or no start trigger invites disputes. State days and the start point (delivery date).
2. Silence on return shipping cost. The #1 source of return complaints. Specify who pays in each scenario.
3. Unstated refund timing. Always give a business-day range and the destination (original payment method).
4. Copy-paste privacy policies. A policy naming Stripe when you use PayPal, or omitting your real ad partners, is inaccurate and non-compliant.
5. Ignoring the destination markets. Selling to the EU/UK without acknowledging cooling-off and GDPR rights creates legal exposure.
6. Over-broad exclusions. "All sales final" often conflicts with consumer-protection law and erodes trust.
7. Legalese no one reads. Dense terms increase tickets. Write plainly; reserve formal language for genuine liability clauses.
8. Policies that contradict the marketplace. A store policy stricter than Amazon/TikTok Shop buyer protection won't be honored and looks bad.
9. No effective date or change process. Undated policies look stale and are hard to enforce.
10. Treating output as final legal advice. Flag regulated products and cross-border tax/warranty issues for attorney review.

Resources

• references/output-template.md — the document structure for each of the four policies.
• references/policy-clause-library.md — reusable, fill-in clauses for windows, shipping, refunds, exclusions, and contact.
• references/compliance-reference.md — GDPR/CCPA, cooling-off, and marketplace buyer-protection requirements by region/platform.
• assets/quality-checklist.md — pre-publish quality and compliance gate.