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www.ChineseStandard.net Database: 189760 (11 Oct 2025)

GB/T 18760-2025 English PDF

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GB/T 18760-2025: Methods and requirements for after-sales service of consumer products
Status: Valid

GB/T 18760: Evolution and historical versions

Standard ID	Contents [version]	USD	STEP2	[PDF] delivered in	Standard Title (Description)	Status	PDF
GB/T 18760-2025	English	279	Add to Cart	3 days [Need to translate]	Methods and requirements for after-sales service of consumer products	Valid	GB/T 18760-2025
GB/T 18760-2002	English	209	Add to Cart	3 days [Need to translate]	Methods and requirements of after-sale services of consumer goods	Valid	GB/T 18760-2002

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Basic data

Standard ID	GB/T 18760-2025 (GB/T18760-2025)
Description (Translated English)	Methods and requirements for after-sales service of consumer products
Sector / Industry	National Standard (Recommended)
Classification of Chinese Standard	A12
Classification of International Standard	03.080.30
Word Count Estimation	14,155
Date of Issue	2025-01-24
Date of Implementation	2025-05-01
Issuing agency(ies)	State Administration for Market Regulation, China National Standardization Administration

GB/T 18760-2025: Methods and requirements for after-sales service of consumer products

---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
ICS 03.080.30 CCSA12 National Standard of the People's Republic of China Replace GB/T 18760-2002 Methods and requirements for after-sales service of consumer products Released on 2025-01-24 2025-05-01 Implementation State Administration for Market Regulation The National Standardization Administration issued

Preface III 1 Scope 1 2 Normative references 1 3 Terms and Definitions 1 4 General Principles 1 4.1 Timely response 1 4.2 Professional and reliable 1 4.3 Convenient and accessible 1 4.4 Openness and Transparency 2 5 Service Provider 2 5.1 Service Organization 2 5.2 Service personnel 2 5.3 Service Support 2 6 Service Content and Methods 3 6.1 Service Content 3 6.2 Service provision method 3 7 Service Implementation 3 7.1 General requirements 3 7.2 Delivery, installation and commissioning 4 7.3 Return and Exchange Service 4 7.4 Repair and maintenance services 4 7.5 Information Consultation 4 7.6 Complaints Handling 4 7.7 Product Usage Guide 4 7.8 Return visit 5 7.9 Other Services 5 8 Service Evaluation and Improvement 5 Appendix A (Normative) After-sales service outlets establishment and management 6 A.1 Dot Setting 6 A.2 Network resource allocation 6 A.3 Branch environment and image management 6 Appendix B (Informative) Worksheet Contents 7 B.1 Overview 7 B.2 Worksheet Contents 7 References 8

Foreword

This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for standardization work Part 1.Structure and drafting rules for standardization documents" Drafting. This document replaces GB/T 18760-2002 "Methods and requirements for after-sales service of consumer products". In addition to structural adjustments and editorial changes, the main technical changes are as follows. --- Changed the definition of the term "after-sales service" (see 3.1, 3.1 of the.2002 edition); --- The term "service outlet" was changed to "after-sales service outlet", and the content of the definition of terms was changed accordingly (see 3.2,.2002 edition 3.2); --- Added the general principles of "timely response", "professional and reliable", "convenient and accessible", and "open and transparent" (see 4.1, 4.2, 4.3, 4.4); --- Added a chapter on "Service Providers" and revised the content related to service organizations, service personnel and service support in the.2002 edition (see Chapter 5, 5.1, 5.5, 5.6, 6.3, 6.4 of the.2002 edition); --- Added provisions for collaborative business relationships between after-sales service organizations (see 5.1.3); --- Added requirements for the use of information technology for after-sales service (see 5.3.2); --- Changed the description of service content composition and service provision method, and added relevant provisions for method selection (see 6.1, 6.2,.2002 5.8 and 5.9 of the.2011 edition); --- Deleted the requirements for the qualifications of after-sales service outlets (see 6.2 of the.2002 edition); --- Deleted the requirement to establish a dedicated service quality management department (see 6.5.1 of the.2002 edition); --- Added a chapter on "Service Implementation" (see Chapter 7); --- Change “review of after-sales service quality” to “service evaluation and improvement” (see Chapter 8, Chapter 7 of the.2002 edition). Please note that some of the contents of this document may involve patents. The issuing organization of this document does not assume the responsibility for identifying patents. This document is proposed and coordinated by the National Technical Committee for Service Standardization (TC264). This document was drafted by. China National Institute of Standardization, China Consumers Association, Ningbo Fotile Kitchenware Co., Ltd., IKEA (China) Investment Co., Ltd. Co., Ltd., Suning.com Group Co., Ltd., Haier Smart Home Co., Ltd., Hebei Product Quality Supervision and Inspection Institute, Jiangsu Institute of Quality and Standardization. The main drafters of this document are. Wang Nana, Fu Qiang, Zheng Juaner, Hou Fei, Jin Zongzhen, Wang Aiqun, Sun Yan, Chen Meng, Wang Qi, Lv Yanling, Zhang Weijin, Zhou Li, Zhao Hanqing, Zhang Shu, Zhang Yuchen, Li Zipeng, Diao Zipeng. The previous versions of this document and the documents it replaces are as follows. ---First published in.2002 as GB/T 18760-2002; ---This is the first revision. Methods and requirements for after-sales service of consumer products

1 Scope

This document establishes the general principles of after-sales service for consumer products, and stipulates the providers of after-sales service for consumer products, service content and methods, and service Requirements for implementation, service evaluation and improvement. This document applies to the management and implementation of after-sales service for durable consumer goods.

2 Normative references

The contents of the following documents constitute the essential clauses of this document through normative references in this document. For referenced documents without a date, only the version corresponding to that date applies to this document; for referenced documents without a date, the latest version (including all amendments) applies to This document. GB/T 5296.1 Instructions for use of consumer products Part 1.General GB/T 17242 Complaints Handling Guide GB/T 34432 Basic terms for after-sales service GB/T 36733 General principles for service quality evaluation

3 Terms and definitions

The terms and definitions defined in GB/T 34432 and the following apply to this document. 3.1 After-sales service A series of activities and measures provided to meet consumer needs after the product is sold. [Source. GB/T 34432-2017, 2.1, modified] 3.2 After-sales service outlet after-sales service outlet Business premises that directly provide after-sales services (3.1) to consumers.

4 General Principles

4.1 Timely response Issues raised by consumers can be responded to and handled in the shortest possible or reasonable time. 4.2 Professional and Reliable The solutions provided to consumers are professional, effective, safe and reliable, and consumer data privacy can be protected. 4.3 Convenient and accessible After-sales service is convenient and easy to obtain, and fully takes into account the differences in the ability of consumers in different regions or groups to obtain after-sales service.

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