E-commerce Audit 360 bring order to online sales before risk grows with revenue

We assess whether your online store, platform or sales process is legally sound, aligned with your team’s practices and ready for further growth.

Book an audit consultation

Online sales are growing. Is the legal framework keeping pace?

The store is trading, campaigns are running, new features are going live, and the e-commerce, marketing, IT and customer care teams are solving problems on the fly. From the outside, everything appears to run smoothly. Internally, however, a gap often emerges: the documents say one thing, the checkout works differently, promotional communications are inconsistent with the terms and conditions, and the after-sales team patches the process manually.

“The greatest risk in e-commerce often does not lie in a single missing provision. It lies in the inconsistency between what the company promises customers, what the store presents and how the process works in practice."

This is a management issue, not merely a legal one. Risks are dispersed across departments, and no one has a single map showing what is critical, what needs to be corrected quickly, what can be implemented in stages, and where inaction could lead to complaints, disputes, regulatory allegations or costly remedial work under pressure.

Mateusz Sawaryn

Managing Partner Counsel

Common problems and challenges

The most common problems we solve

The terms and conditions do not reflect how the store operates The documents are in place, but they do not reflect the actual purchasing journey. Customers see one set of information in the basket, another in the confirmation email and yet another in the terms and conditions.

View solution

We compare the documentation with how the store, platform and customer service actually operate. We check whether the terms and conditions, policies, forms, messages and processes work as one consistent system.

Your business learns which inconsistencies to fix first and how to reduce risk without rebuilding the entire process.

Inconsistencies can lead to complaints, customer disputes, post-sale service problems or allegations about sales practices.

Promotions, prices and terms of sale change faster than risk controls The marketing and e-commerce team tests campaigns, promotional mechanics, discount codes, bundles, cross-selling and subscriptions. The pace may be good for sales, but not always for compliance.

View solution

We review how offers, prices, promotions and delivery costs are presented, along with disclosure obligations and customer communications at each stage of the purchase.

The team can run campaigns with greater confidence that sales communications are clear, consistent and legally safer.

Errors in communicating prices, promotions or terms of sale can quickly scale with a campaign and create costly friction with customers.

The checkout and forms work operationally but do not provide a sound process The basket, checkboxes, consents, communications, confirmations and user account are often configured in stages. Each element may seem minor on its own, but together they determine the integrity of the entire customer journey.

View solution

We review the basket, checkout, user account, order confirmations, forms, checkboxes and post-purchase communications. We check whether customers receive the right information at the right time.

The company receives a specific list of improvements to organise the customer journey and reduce ambiguity for customers.

A poorly designed checkout can increase enquiries, complaints and disputes, and make the process harder to defend during an inspection or escalation.

GDPR and marketing are handled separately, although customers experience one process Newsletters, marketing consents, automations, user accounts and order handling often fall under different owners within the organisation. For customers, however, they are part of one journey.

View solution

We identify personal-data and marketing-communications risks associated with online sales. We check whether consents, forms, communications and team practices are consistent with the operating model.

Marketing, e-commerce and customer service get a shared framework instead of working from fragmented interpretations.

Misalignment between communications, data and operational practice can lead to regulatory issues, incidents or loss of customer trust.

Returns and complaints are handled from experience, not through a joined-up process The customer care team knows how to respond, but does not always work from current, consistent and clear rules. Problems emerge as the volume of enquiries, returns, complaints or disputes grows.

View solution

We analyse after-sales service: returns, complaints, customer communications, confirmations, information about customer rights and how these rules align with the terms and conditions and the sales journey.

The team gains greater clarity, while the company reduces the number of cases that must be resolved manually or escalated.

Inconsistent after-sales service can increase operating costs, burden customer care and raise the risk of disputes.

The management board lacks a shared risk map before scaling e-commerce The company wants to increase its marketing budget, enter a new market, launch a marketplace or subscription, or implement a new platform. But one question remains: is the current sales model sufficiently organised?

View solution

We organise the findings by business impact: what is critical, what should be fixed quickly and what can be planned in stages. The client receives a report with a decision framework and remediation plan.

The management board can make growth decisions on a more predictable basis.

Scaling can increase not only sales but also existing gaps, inconsistencies and reputational risks.

Our solution

What you receive

We assess e-commerce as it works in practice: from the first interaction with an offer through post-purchase customer service. We combine legal, operational and business perspectives so the report is useful to the management board and the e-commerce, marketing, IT and customer care teams.

An audit that shows not only what is wrong, but what to do next

We analyse e-commerce as it actually operates, from the customer’s first contact with the offer through to post-purchase customer service. We combine legal, operational and business perspectives so that the report is useful to the management board and the e-commerce, marketing, IT and customer care teams.

Map of the online sales process and a list of areas to review.

Online sales model map

understanding the business model and sales channels,
identifying key customer touchpoints,
defining the roles of the teams involved in the process,
identifying the areas of greatest significance to the audit.

A map of the online sales process and a list of areas for review.

List of gaps, inconsistencies and provisions to update.

Audit of documents, terms and conditions, and policies

the store’s or platform’s terms and conditions,
the privacy policy and information notices,
forms, checkboxes and consents,
legal and sales communications addressed to customers,
documents concerning returns, complaints and after-sales service.

A list of gaps, inconsistencies and provisions requiring an update.

Assessment of how the customer journey aligns with documentation and disclosure obligations.

Review of promotions, pricing and marketing communications

promotional mechanics,
discount codes and sales campaigns,
communications about prices and offer terms,
newsletters and sales-related automations,
marketing consents and customer communications.

Recommendations to reduce risk in campaigns and sales communications.

Analiza promocji, cen i komunikacji marketingowej

data collection points,
forms and consents,
customer communications,
the user account,
the team’s data-handling practices,
how GDPR requirements relate to the actual customer journey.

E-commerce personal-data risk map and recommended corrective actions.

Comparing documents with operational practice

interviews or workshops with key people on the client’s side,
checking how the process works beyond the documents,
identifying discrepancies between stated rules and actual practice,
assessing how discrepancies affect the customer, the team and business risk.

A side-by-side view of “what we say / what customers see / how we actually operate”.

A report with priorities and a change plan

classifying risks by business impact,
identifying urgent and phased actions,
recommendations for the teams responsible for implementation,
a proposed sequence of changes,
the option to move on to implementation support.

An audit report with a gap map, priorities and a change-implementation plan that keeps sales moving.

Who this service is for

E-commerce Audit 360 is especially useful when a store or platform has grown in stages, the business is scaling online sales, or you need a clear answer on what to fix now and what can be planned for later.

For companies that want to grow online sales without accumulating legal debt

The E-commerce 360 Audit is particularly useful when a store or platform has been developed in stages, the company is scaling its online sales, or it needs a clear answer as to what should be improved now and what can be planned for later.

E-commerce Manager / Head of E-commerce

when they are responsible for the efficient operation of the store, campaigns and customer journey, but need clear legal and operational priorities.

Legal Counsel / Compliance Manager

when they need to translate e-commerce risks into specific actions for marketing, IT, customer care and the management board.

Social proof

What the value of this service looks like in practice

Map the sales model

We learn about the business model, online sales architecture, channels, team roles and key customer touchpoints. We assess how sales actually work, not just how the documents describe them.

Audit the customer journey and documents

We review the store, platform, disclosures, documents, forms, checkout, user accounts, promotions, returns, complaints and post-sale communications.

Assess risks and priorities

We organize findings by business impact, separating critical issues from those that can be addressed in stages. We identify matters requiring a decision and those that are operational.

Remediation plan and implementation

We prepare a practical plan: what to change, in what order, who is responsible and how to do it without disrupting operations.

Stages of our work

How we work together

E-commerce Audit 360 gives the management board and teams one shared map: where the risks are, what to fix first and how to implement changes without interrupting sales.

Complete the short form. We will ask about your online sales model, the scale of your store or platform, your key processes and the areas you want to review. Based on that, we will suggest an audit scope and next steps.