Forword
This document is drafted in accordance with GB/T 1.1-2020 Guidelines for Standardization - Part 1: Structure and Drafting Rules of Standardization Documents.
Please note that some of the contents of this document may involve patents. The issuing agency of this document does not assume the responsibility of identifying the patent. This document is proposed and under the centralized management of the National Technical Committee for Electronic Business Standardization (SAC/TC 83).
1 Scope
This document proposes the cross-border e-commerce transaction service system, and specifies the evaluation indicators, evaluation contents, evaluation principles and methods, and expansion principles and methods of cross-border e-commerce transaction service quality.
This document is applicable to the service quality evaluation of cross-border e-commerce transactions carried out by third-party institutions, as well as the self-assessment of cross-border e-commerce platforms or the service quality evaluation of operators in the platforms.
2 Normative References
The contents in the following documents, through normative references, constitute indispensable provisions of this document. Where, for dated references, only the version corresponding to that date applies to this document; For undated references, the latest version (including all amendments) is applicable to this document.
GB/T 31526-2015 Evaluation and Grading of E-commerce Platform Service Quality
GB/T 38652-2020 Electronic Commerce Terms
GB/T 40105-2021 Requirements for Cross border E-commerce Transactions
3 Terms and definitions
The following terms and definitions defined in GB/T 38652-2020 and GB/T40105-2021 are applicable to this document.
three point one
cross border electronic commerce
The business activities of the trading entities belonging to different customs territories, which conclude transactions through the Internet, carry out payment and settlement, and deliver goods and complete transactions through cross-border logistics.
[Source: GB/T401052021,2.1]
three point two
Cross border electronic commerce platform
In cross-border e-commerce (3.1) activities, it provides one or more services such as information release, information delivery, and data processing for both or more parties to the transaction to achieve the purpose of transaction matching information network system.
Note: In this document, the cross-border e-commerce platform refers to the cross-border e-commerce platform that has obtained the operational Internet information service license in China, [Source: GB/T40105-2021,2.2]
three point three
Cross border electronic commerce platform operator
An organization that provides e-commerce transaction services for enterprises engaged in cross-border e-commerce (3.1) business and has a management organization and management system. Note: referred to as "platform operator".
[Source: GB/T 40,105-2021,2.3]
three point four
Cross border electronic commerce platform online sellers
Organizations or individuals that sell goods or provide services through cross-border e-commerce platforms (3.2).
Note: referred to as "platform operator".
4 Cross border e-commerce transaction service system
4.1 Transaction service system framework
See Figure 1 for the framework of cross-border e-commerce transaction service system.
5 Evaluation indicators of cross-border e-commerce transaction service quality
The primary and secondary indicators of e-commerce transaction service quality evaluation shall comply with the provisions given in Table 1.
Table 1 Evaluation Indicators of Cross border E-commerce Transaction Service Quality
6 Evaluation content
6.1 Product information disclosure
6.1.1 Comprehensiveness
The comprehensive evaluation content of product information description includes but is not limited to
a) Clear and comprehensive description of basic product information; Including but not limited to:; Product specification and model, price, currency, product barcode information, product name, etc
b) Description of product quality information, including but not limited to: main ingredients, product certification information, region of origin, executive standards, inspection information and licensing information
c) A comprehensive description of the product business information, including but not limited to: whether the brand is authorized, the name of the operator, the operator's unified social credit code, the operator's customs registration number, the manufacturer's name, the manufacturer's unified social credit code, the cross-border e-commerce operator's agent, the time limit and method of performance, the form of payment, the way of return and replacement, safety precautions and risk warnings, after-sales services, etc.
6.1.2 Authenticity
The evaluation contents of the authenticity of product information description include but are not limited to:
a) The product information shall be truthfully described, and no false publicity or false signs shall be made
b) The product price indication is true, accurate and not misleading;
c) The product inventory information is true and accurate, and the information without goods is marked;
d) The product origin information identification is true and accurate.
6.1.3 Timeliness
Comply with the relevant requirements of 6.1.3 in GB/T 31526-2015.
6.2 Subject identity authentication
6.2.1 Subject qualification
The evaluation contents of subject qualification include but are not limited to:
7 Evaluation principles and methods
7.1 Evaluation principles
The evaluation principles of cross-border e-commerce transaction service quality include:
a) Consistency in the selection of evaluation objects: cross-border e-commerce transactions of the same type, scale and industry or the same link service elements of the transaction should be selected for evaluation
b) Selectability of evaluation indicators: In the evaluation process, the evaluation indicators specified in this document can be selected according to the types of cross-border e-commerce transactions or cross-border e-commerce transactions of the evaluation objects.
8 Extension principles and methods
During the use of this document, evaluation indicators and evaluation contents can be expanded according to the business characteristics of different types of transactions and different evaluation needs. The expanded contents (evaluation indicators and evaluation contents) should not conflict with the existing contents.
The expansion method is as follows:
a) If the first level indicators are added, the second level indicators and evaluation contents under the first level indicators should be added accordingly
b) Add the secondary indicators under the primary indicators, and the evaluation contents under the secondary indicators shall be added accordingly
c) Add evaluation contents under secondary indicators.
Bibliography
Forword
1 Scope
2 Normative References
3 Terms and definitions
4 Cross border e-commerce transaction service system
5 Evaluation indicators of cross-border e-commerce transaction service quality
6 Evaluation content
7 Evaluation principles and methods
8 Extension principles and methods
Bibliography
