An online store complies with consumers when the full experience makes it possible to know who is selling, how much it will cost, what will be received and how to complain or cancel. The Federal Consumer Protection Law requires clear information, security, respect for the decision and effective mechanisms, with reinforced rules for recurring charges. The site's design, the logistics and the after-sales service must tell the same story. This checklist helps detect friction. It is informational material and does not constitute legal advice.
Before and during the purchase
The site must display the provider's identity, address and contact methods, as well as essential characteristics, availability, restrictions, total price and additional charges before confirming. Promotions need an understandable validity period, conditions and stock. In the cart, the person must be able to correct quantities and know delivery, taxes, shipping and payment method without surprises. Privacy and security controls must correspond to the information collected, but the privacy notice does not replace consumer duties. The interface must not hide costs, pre-select extras or use deceptive messages to pressure the user. Upon completion, a record of the transaction is required, with a number, items, amount, date and channels for follow-up.
Subscriptions and cancellation
Services with automatic renewal must state clearly, prominently and accessibly whether there will be recurring automatic charges, as well as their frequency, amount and billing date. Those charges require the consumer's express and informed consent. When, under the contract, automatic renewal applies, it must be notified at least five calendar days in advance and cancellation must be allowed without penalty. In addition, the provider must implement a mechanism that allows the service, subscription or membership to be cancelled immediately. Cancelling cannot require a route disproportionate to the ease with which it was signed up. The system must keep the version of the terms accepted, the expression of consent, the notices sent and the cancellation acknowledgment. It is also advisable to separate future cancellation, refund and clarification of a charge, because they are different requests. Charging after an effective cancellation may lead to complaints, chargebacks and exposure before PROFECO.
Delivery, returns and support
The operation must meet the offered deadlines and communicate delays with real options. Return, exchange, warranty and refund terms must be available before buying and match the practice of the support center. The logistics, payments and service teams need access to the same case number to avoid contradictory answers. A complaints log must classify the cause, product, channel, solution and time, and feed improvements to the site. PROFECO's Monitoring of Virtual Stores serves as a public reference on basic elements; the Digital Badge is voluntary and does not replace legal compliance. Periodic reviews with test purchases make it possible to verify prices, receipts, delivery, cancellation and returns end to end.
Key points
- Transparency must be maintained from the offer to the after-sales service.
- The total price and additional charges must be known before confirming.
- Automatic renewals require clear information, express consent, notice at least five calendar days in advance, cancellation without penalty and an immediate-cancellation mechanism.
- A voluntary badge does not replace the obligations of the law.
What to review
- Make a test purchase and document each screen, email, charge and receipt.
- Test the cancellation of a subscription from mobile and desktop devices.
- Reconcile published policies with the real deadlines and solutions of logistics and support.