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As of 13 August 2026, AI can only partly write a returns FAQ for your UK online shop.
This still needs a person who signs their name to it.
Can you do it?
5 minutesto a draft.
30 minutesto something you’d act on.
Cost, all in£0
Skill neededchat-fluent
Who has to check ityou
What the alternative costsA commercial alternative is DocsBot, described as a chatbot trained on your documentation and embeddable anywhere.
If this goes wrong, customers may rely on an unlawful or inaccurate answer and your shop may have to resolve refunds, complaints or disputes.
What to actually do
Hand it to a person
The route this page recommends
A person who owns the outcome does this end to end, worth it when the failure is dear.
Use a tool built for this
Second choiceDo it yourself
The distant thirdA chat interface, chat-fluent skill, and roughly 30 minutes until you can act on the result.
How to actually do it
- Open your current returns policy, delivery policy, product exclusions and customer contact details, then copy the latest versions into one document.
- Open the relevant GOV.UK consumer rights guidance and copy the sections that apply to cancellations, faulty goods, refunds and exclusions into the same document.
- Paste the business details, policies, source material and customer questions into the prompt, replacing every bracketed slot with your own information.
- Ask the chatbot to produce the FAQ and its separate [CHECK] list, keeping statutory rights distinct from your shop's voluntary policy.
- Compare every deadline, fee, exclusion, contact route and refund statement in the draft with your policy and the GOV.UK source pages, correcting anything unsupported.
- Ask a solicitor to check disputed or high-risk legal wording, then publish the approved FAQ in your help centre and link it from the returns page.
Prompt
Write a returns FAQ for a UK online shop using only the information in the business details and policy below. Use plain British English, short answers and headings customers will recognise. Cover eligibility, the cancellation period, faulty or misdescribed goods, unwanted goods, return postage, refunds, exchanges, exclusions, digital or personalised goods where relevant, and how a customer contacts us. Do not invent a deadline, fee, exception, statutory right or process. Separate our voluntary policy from rights customers may have under UK consumer law. Mark any missing, contradictory or legally sensitive point as [CHECK], and list those points after the FAQ. Do not present this as legal advice. Base legal references on current GOV.UK guidance, identify the relevant page for each legal point, and say that a solicitor should check the wording before publication if a point is disputed or high risk. Business details: [business name, website, products, contact method, address for returns, customer support hours]. Returns policy: [paste the current policy]. Operational details: [refund method, inspection process, return label process, exclusions and processing times]. Common customer questions: [paste examples].
Open it prefilled in ChatGPT or Claude, or copy it into Gemini, which takes no prefill link.
What it gets wrong
- AI cannot decide whether your policy complies with every part of UK consumer law.
- AI cannot know which product-specific exceptions apply unless you provide complete and accurate details.
- AI cannot take responsibility for refunds, complaints or disputes caused by an incorrect answer.
- AI cannot replace a solicitor's review where the legal position is disputed or the consequences are serious.
What caps this at PARTLY: legal accountability, verification cost and context depth.
How we scored this
Five axes, each scored nought to two by hand: ten means AI carries the task cleanly, and the thresholds that turn a total into YES, PARTLY or NO are published in the methodology. Each axis name links to its definition.
| Axis | Score (0–2) |
|---|---|
| Output | 2 |
| Inputs | 1 |
| Verification | 1 |
| Liability | 1 |
| Effort delta | 2 |
| Total | 7 / 10 |
The methodology and its thresholds are published in full.
FAQ
- Can ChatGPT write a returns policy for my UK shop?
- It can draft a returns FAQ from your policy, products and customer questions. It cannot confirm that the policy complies with UK consumer law, so check legal points against GOV.UK and ask a solicitor to review serious or disputed issues.
- Can AI tell me what my customers' return rights are?
- It can summarise supplied UK guidance and turn it into customer-friendly answers. It may miss an exception or apply a rule to the wrong product, so do not publish its legal wording without checking the source.
- How do I stop AI making up returns rules?
- Give it your current policy and source material, instruct it not to invent deadlines or exclusions, and require it to mark missing information as [CHECK]. Compare each answer with your policy and GOV.UK before publishing.
- Is an AI returns FAQ legally safe to publish?
- Not automatically. Your shop is responsible for what customers are told, and this is not professional advice; a solicitor should check a serious or disputed legal point before publication.
Nearby answers
- Can AI write step-by-step instructions for my customers?YES
- Can AI build a customer service chatbot from my FAQs?YES
- Can AI create a searchable knowledge base for my customers?PARTLY
- Can AI improve the SEO of my help centre?PARTLY
- Can AI turn my help articles into chatbot answers?YES
- Can AI write a GDPR FAQ for my customers?PARTLY
Assessed by gpt-5.6-luna (gpt-5.6-luna) on 2026-08-13, second-checked by an independent model. Wrong somewhere? Email [email protected] and it gets re-checked.
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