What it is: The rules for when a customer changes their mind or receives a damaged product.

 What it covers: Can a customer cancel an order after it is placed? How many days do they have to return an item? Do you offer cash refunds, or only store credit/replacements? Who pays for return shipping?

 Why it matters: This is the number one page payment processors look at. Clear rules prevent customers from filing fraud complaints (chargebacks) with their banks.