Policy Quality
9.1 Why AI Agents Care About Your Policy Pages
When an AI agent recommends a merchant, it needs assurance that consumer rights are protected. Policy pages are a core input for AI agents evaluating merchant transparency (the T dimension). A vague statement like “all sales are final” and a detailed explanation like “full refund within 30 days of receipt for unused items with tags attached” represent entirely different trust levels from an AI agent’s perspective.9.2 Privacy Policy
Required Content
Writing Principles
- Be specific, not generic — “We collect your name, email address, shipping address, and payment information” is better than “We collect necessary personal information”
- Use layered structure — Organize with headings and lists; do not write a single continuous essay
- Use plain language — Avoid excessive legal jargon; an ordinary user should be able to understand it
- Display the update date prominently — Show the last updated date at the top of the page
AI Prompt: Generate a Privacy Policy
9.3 Return / Refund Policy
Required Content
Writing Principles
- Make conditions explicit — Consumers should be able to determine return eligibility before purchasing
- Make the process clear — Document every step of the return process
- No hidden traps — Do not bury hidden conditions in the policy
- Be specific about timelines — Use concrete numbers of days and dates; do not say “as soon as possible”
9.4 Terms of Service
While terms of service carry less weight than privacy and return policies in AI trust assessments, a complete terms of service page contributes positively to the T dimension. Key content:- Conditions and restrictions of use
- Intellectual property declarations
- Limitation of liability
- Dispute resolution mechanisms
- Governing law and jurisdiction
9.5 Technical Requirements for Policy Pages
- Dedicated URLs — Each policy should have its own URL (
/privacy-policy,/return-policy); do not place them all on a single page - Crawlable — Ensure robots.txt is not blocking policy pages
- Visible in navigation — Link to all policy pages from the page footer or navigation bar
- Schema.org markup — Optional but beneficial; add WebPage markup to policy pages
Next chapter: Business Identity — LEI registration, business information verification, and domain credibility