ISO/TC 321 - Transaction assurance in E-commerce

This document gives guidance on online dispute resolution (ODR) for e-commerce transactions including basic principles of ODR, technical recommendations and operational manuals to e-commerce operators (including e-commerce platform operators) which aim to develop their own ODR service and ODR providers that are outsourced by e-commerce operators. NOTE This document is particularly useful for disputes arising out of cross-border, low-value e-commerce transactions. This document can apply to disputes arising out of both goods and service contracts.

This document provides the description of relevant factors for evaluating E-commerce transactions, which can help in identifying indicators, evaluation toolkits and an approach for selection of indicators. This document focuses on E-commerce transaction assurance by providing the relevant factors of evaluations including quality of E-commerce transaction platforms and sites, quality of E-commerce transaction services, local external environments for E-commerce transactions and sustainability of E-commerce transactions. This document also explains the way to set up a set of E-commerce transaction evaluation indicators that enables monitoring and improvement of the quality of E-commerce transactions.

This document provides information on the nature of after-sales services unique to E-commerce transactions. It is a review of current practices across different platforms, an analysis of factors that impact quality of after-sales services in E-commerce transactions and a description of possible means to enhance after-sales services.

This document provides guidelines for sharing traceability information related to goods quality assurance in E-commerce. This document illustrates the generic process for establishing traceability for goods quality assurance, addresses critical tracking events (CTEs) and key traceability information in the E-commerce context and provides methods for sharing the collected traceability information. This document is intended to be applied to E-commerce supply chains only.

This document specifies the principles and framework for e-commerce transaction assurance, including participants, activities and assurance elements. It does not describe specific e-commerce transaction assurance requirements or methodologies in detail. It is intended to be used by organizations and individuals engaged in e-commerce transactions.

This document provides terms and definitions in the field of transaction assurance in e-commerce.

This document provides practices for developing terms of use for B2C E-commerce platforms, including specific principles, key elements and developing processes. This document is applicable to all parties involved in B2C E-commerce transactions and the development process of terms of use.