GB/T 42499-2023Classification and codes for complaint and reporting information of E-commerce (English PDF)
电子商务投诉举报信息分类与代码
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Issued by
SAMR; SAC
Level / Type
National · Recommended
Issue date
March 17, 2023
Implementation date
July 1, 2023
Scope
GB/T 42499-2023 is the English-translated version of 电子商务投诉举报信息分类与代码.
This document gives the principles and the method by which complaints and reports in e-commerce are classified, and specifies the coding method, the code structure and the code table.
The document applies to the storage, statistical treatment, analysis and sharing of complaints and reports arising from e-commerce transactions, both business seller to business buyer and business seller to individual buyer.
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Document preview — GB/T 42499-2023
National Standard of the People's Republic of China
- ICS
- 35.240.60
- Classification
- A 24
Issued by: State Administration for Market Regulation; Standardization Administration of the PRC
Contents
- Preface
- 1 Scope
- 2 Normative references
- 3 Terms and Definitions
- 4 Classification principles and methods
- 5 Encoding method and code structure
- 6 code table
- Reference
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.
1 Scope
This document gives the classification principles and methods of e-commerce complaints and reports, and specifies the coding method, code structure and code table.
This document is applicable to the storage of complaints and reports in the e-commerce transaction mode of business sellers to business buyers and business sellers to individual buyers. storage, statistics, analysis and sharing exchange.
2 Normative references
The contents of the following documents constitute the essential provisions of this document through normative references in the text. Among them, dated references For documents, only the version corresponding to the date is applicable to this document; for undated reference documents, the latest version (including all amendments) is applicable to this document.
GB/T 10113-2003 Classification and Coding General Terms
GB/T 38652-2020 E-commerce Business Terminology
3 Terms and Definitions
GB/T 10113-2003, GB/T 38652-2020 and the following terms and definitions apply to this document.
3.1 Complaint
Expressing dissatisfaction with the organization regarding products, services or the complaints handling process, whether or not there is a clear expectation of a response or resolution of the problem. [Source: GB/T 19012-2019, 3.2]
3.2 Report
Natural persons, legal persons or other organizations report to the regulatory authorities that e-commerce operators are suspected of violating laws, regulations and rules Behavior.
4 Classification principles and methods
4.1 Classification principles
Follow the principles of scientificity, systematicness, scalability, compatibility and comprehensive practicability.
4.2 Classification method
The mixed classification method is adopted, and the main classification adopts the surface classification method, according to the type of complaint and report, the method of complaint and report, the content of complaint and report and the content of complaint and report Objects are classified in four dimensions (surfaces); among them, the content of complaints and reports and the objects of complaints and reports are subdivided into major categories and medium categories according to the line classification method.
5 Encoding method and code structure
5.1 Encoding method
Coded with 9 digits, the first digit indicates the type of complaint and report; the second digit indicates the method of complaint and report; the third to sixth digits indicate the complaint
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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 15 pages — is available in the English PDF.
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Related Standards
GB/T 10113-2003 — Definition of common terms used in classification and coding
GB/T 38652-2020 — E-commerce business terminology
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GB/T 42499-2023
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