GB/T 34827-2017E-commerce credit—General principles of transaction dispute resolution in online retailing (English PDF)

2.1 E-commerce credit

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

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.

3.1 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.