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GB/T 34827-2017: E-commerce credit -- General principles of transaction dispute resolution in online retailing
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| GB/T 34827-2017 | English | 199 |
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E-commerce credit -- General principles of transaction dispute resolution in online retailing
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GB/T 34827-2017
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Basic data | Standard ID | GB/T 34827-2017 (GB/T34827-2017) | | Description (Translated English) | E-commerce credit -- General principles of transaction dispute resolution in online retailing | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | A10 | | Classification of International Standard | 03.080.01 | | Word Count Estimation | 10,173 | | Date of Issue | 2017-11-01 | | Date of Implementation | 2018-02-01 | | Regulation (derived from) | National Standard Announcement 2017 No. 29 | | Issuing agency(ies) | General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China, Standardization Administration of the People's Republic of China | GB/T 34827-2017: E-commerce credit -- General principles of transaction dispute resolution in online retailing
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E-commerce credit-General principles of transaction dispute resolutionin online retailing
ICS 03.080.01
A10
National Standards of People's Republic of China
E-commerce credit third-party online retail platform
General rules for handling trade disputes
E-commerce credit-general principles of action dispute resolution
Posted.2017-11-01
2018-02-01 implementation
General Administration of Quality Supervision, Inspection and Quarantine of People's Republic of China
China National Standardization Administration released
Directory
Preface Ⅰ
Introduction Ⅱ
1 Scope 1
2 Terms and definitions 1
3 Deal with the principle of dealing with disputes 1
3.1 fair and impartial, objective and open 1
3.2 Consumer Protection 1
3.3 focus on efficiency 1
4 transaction dispute handling processes and requirements 2
4.1 Deal with the overall dispute resolution process 2
4.2 dispute processing application 2
4.3 disputes handled admissibility 3
4.4 Testimony 3
4.5 determine the responsibility and the formation of measures 3
4.6 Handling Measures Notification and Appeal 4
4.7 Dispute processing implementation 4
4.8 Record and publicity 5
4.9 Other Transaction Dispute Processing Flows 5
Reference 6
Foreword
This standard was drafted in accordance with the rules given in GB/T 1.1-2009.
This standard by the National Social Credit Standardization Technical Committee (SAC/TC470) and focal point.
This standard was drafted unit. China National Institute of Standardization, Taobao (China) Software Co., Ltd., Hefei Jinwei Si Te Intelligent Technology Co., Ltd.,
Beijing Public Affluence Technology Co., Ltd., Chengdu Zhongke Banner Software Co., Ltd., Shandong Casting Credit Enterprise Credit Co., Ltd., Chengdu Yingming
E-commerce Co., Ltd., Fujian Anjing Food Co., Ltd., Sichuan Hui Technology Co., Ltd., Sichuan three feet Technology Co., Ltd.,
Beijing Alibaba Cloud Computing Technology Co., Ltd., Zhongdaxin (Beijing) Credit Rating Center Co., Ltd., Tianjin Institute of Standardization, Hangzhou
City Institute of Standardization, Institute of Standardization in Hebei Province, Dafan Technology Co., Ltd. in Yantai, Yantai Institute of Technology Supervision Information, Foshan City Shun
German Quality and Technical Supervision Standards and Coding Institute, China Building Materials Inspection and Certification Group Xiamen Hongye Co., Ltd., Beijin (Beijing) Co., Ltd.
the company.
The main drafters of this standard Ye Ruyi, Kom Mei, Yuan Zheng, Feng Lijun, Yuan Lei, Cai Xuming, Yang Jun, Li Yao, Li Xiudi, Gong Yuefang, storage Yi,
Zhou Dao, Jiang Zhou, Xiong Wen, Li Yinsheng, Xu Zhen, An Yanhong, Lin Ying, Meng Cuizhu, Xu Yingcheng, Song Liang,
Wu Zhaowu, Wang Shuwei, Chen Lei, Meng Fanyou, Zhou Wei, Qin Xianming.
Introduction
The establishment and improvement of e-commerce credit standard system is an important guarantee to promote the healthy development of e-commerce in our country. In recent years, online retailing
The rapid growth of the amount, the third-party online retail platform to properly handle the disputes and complaints within the platform to protect the legitimate rights and interests of both parties to the transaction
Flat and reasonable online trading environment are very important. This standard is intended to third-party online retail platform to establish and improve trading platform within the dispute
Handling system to provide guidance.
This standard provides platform transaction dispute handling processes and basic requirements in line with the current most third-party online retail platform trading model
Style and the platform side should be the manager role. The large number of online retail transactions, the small amount of a single transaction determines most of the transactions
The handling of disputes can not reach the standard of judicial arbitration and is more suitable for quick resolution within the platform. Therefore, the handling of disputes on the online retail platform
Efficiency and costs should be focused on a fair and equitable basis.
E-commerce credit third-party online retail platform
General rules for handling trade disputes
1 Scope
This standard specifies the third party online retail trading platform within the dispute handling principles, processes and processes of the basic requirements.
This standard applies to third-party online retail platform dealt with the transaction disputes between buyers and sellers in the course of the transaction, other third-party electronics
Business platform can refer to use.
2 Terms and definitions
The following terms and definitions apply to this document.
2.1
E-commerce credit e-commercecredit
In e-commerce transactions, the counterparty gains the ability of the counterparty to trust as the basis of the transaction.
Notes 1. The acquisition and maintenance of such capability by the counterparty shall be conducted in good faith, abide by the commitments and agreements of the transaction and meet the reasonable expectations of the counterparty.
Note 2. The level of online retail credit depends on the overall level of risk posed by online shopping. When the level of risk meets the requirements of online shopping transactions, the level of customer satisfaction
Can be used as a credit rating indicators.
[GB/T 34057-2017, Definition 3.1]
2.2
Transaction dispute transactiondispute
Disagreement between the buyer and the seller in the course of the transaction or after the completion of the transaction on the transaction or returns and other after-sales service.
3 Deal with the principle of dealing with disputes
3.1 fair and impartial, objective and open
The platform shall disclose the rules for dealing with the transaction disputes in this platform and be confirmed by the buyers and sellers before the first transaction of each. In dealing with the transaction disputes
Should be based on objective evidence, in accordance with the principle of fairness and justice.
3.2 Consumer Protection
Platform should be in accordance with the relevant laws and regulations of consumer protection and international standards, the dispute accepted, evidence, judgments, grievances, implementation and other processes
In the protection of consumer rights. The platform can be set up consumer protection fund, when appropriate, can be used to advance measures.
Note. Advance Advance refers to the period during which a Dispute is dealt with, and under certain circumstances, the Platform uses its own funds instead of the Seller to refund the Buyer in advance and, at the end of Dispute Resolution
A consumer protection act pursued by the seller.
3.3 focus on efficiency
Platforms dealing with online retail transaction disputes, the rules should be consistent with the retail network a small amount of large features. Platform to use their own grasp of pay
Easy data, communication records, and evidence provided by both parties within a limited period of time are still difficult to judge the fault and responsible parties, according to the agreement and
Platform rules fast processing.
Note. Platforms simplify processing and rules to reduce processing costs and improve processing efficiency. Processing results may include only the trading of goods, transactions and goods
Streaming costs disposal.
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