Delivery policy and return policy are two of the fields OpenAI lets a business edit. They matter most for businesses that ship products or accept returns, and they are worth writing carefully because they are the kind of detail customers ask about.
How should a policy be written?
In the order a customer asks: how long, how much, and what happens when something goes wrong. Use numbers where you have them and avoid legal phrasing. If the policy on your website is a wall of text, write the short version for the page and make sure it does not contradict the long one.
How does a business agent use them?
Eligible ecommerce and online service businesses in the U.S. can publish a business agent. OpenAI's setup steps tell you to review the information the agent will use, such as product details and your return policy, and to preview it with a question customers often ask, for example whether an item bought on sale can be returned.
What can an agent not do with them?
It can explain your products and policies and link to your website. It cannot complete purchases, make bookings, or check a customer's order. Those happen on your own site, so the policy there has to say the same thing.
What if you do not ship anything?
Then these fields may not apply to you, and a blank field is better than an invented policy. Tell us how you actually deliver your service and we will work out which fields are worth filling.
Where these facts come from. Platform details were checked against OpenAI's help article, Setting up your business on ChatGPT, on November 11, 2026. The product is in beta and the rules change.
Hi Dev is an independent software studio. We are not affiliated with, endorsed by, or part of OpenAI. Eligibility, verification, and approval are decided by OpenAI.