Picto thématique

Rule n° 52 - The mode of filing and the procedure for handling complaints are indicated.

A complaint is always possible. To reassure your customers, plan a procedure that makes it easier to file a complaint and give them clear and precise information on the subject.

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  • Allow users to understand or anticipate any problems they may encounter on the website or during a transaction.


Indicate, in the terms and conditions, for example, the procedure for making and processing complaints.


On at least one of the following pages: terms and conditions, the home page, the legal notices page, the about page, the product page or the help page:

  • Check that there is information relating to the procedure for making and processing complaints.

The nature of the procedure in question is not assessed here: it is only checked.

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Business application and benefits

The rules should be applied to your projects from the design phase through to post-implementation , and they should be understood by all professionals with web and customer experience (CX) responsibilities: from strategy to operations, marketers to project managers, and editorial to technical staff. The benefits of using this ruleset are numerous, including improving customer satisfaction, web performance, and e-commerce, and expanding your client base, while also decreasing your errors and costs.

Multidisciplinary verticles - accessiiblity, SEO, e-commerce, ecodesign etc..- starting from the foundational Opquast base.

The objective of these rules and the Opquast community mission is ‘making the web better’ for your customers and for everyone! Opquast rules cover the key major areas of risk that can negatively affect website users such as privacy, ecodesign, accessibility and security.

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