Some standard content:
ICS 35.240.60
National Standard of the People's Republic of China
GB/T40105—2021
Requirements for cross-border electronic commerce transaction2021-05-21Release
State Administration for Market Regulation
National Administration of Standardization
2021-12-01Implementation
GB/T 40105—2021
Terms and Definitions
Cross-border e-commerce transaction system
Basic guarantee requirements
Transaction process requirements
Customer relationship service requirements
Appendix A (Informative Appendix) Method for determining the prohibition and restriction of sales of cross-border e-commerce products Appendix B (Informative Appendix) Method for determining intellectual property infringement of cross-border e-commerce products References.
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12009 was drafted according to the rules given.
This standard is drafted in accordance with GB/T1.1
This standard is proposed and managed by the National Technical Committee for Standardization of Electronic Business (SAC/TC83). GB/T-40105—2021
The originating units of this standard: China National Institute of Standardization, Yipaike Xinle Business Co., Ltd., Shenzhen Wu Technology Co., Ltd., Material Equipment Department of China Shishan Chemical Co., Ltd., Zhejiang Tianyan Weizhen Network Technology Co., Ltd., Xinjiang Yeou International Material Trading Center Co., Ltd., Shumao Technology (Beijing) Co., Ltd., Zhejiang Business University, Zhejiang Xiaoyuer.1 Trade Co., Ltd., Foshan Nanhai Weijiang Textile Co., Ltd., Foshan Yiheng Lighting Optoelectronics Co., Ltd., Dongxin Anhuai E-Commerce Co., Ltd., Fujian Jingutong Biotechnology Co., Ltd., Zhejiang Weijie Construction Co., Ltd., China University of Metrology, Bairong County E-Commerce Association, Dongguan Hailutong Industrial Co., Ltd., and Zhuhai Feizhou District Cross-border Xinle Business Association.
The main drafters of this standard: Sun Zhaoyang, Shen Zhongxiang, Tun Hua, Fang Xiaotian, Wang Zhimin, Zhang Junhua, Liu Yang, Feng Lin, Wu Gongxing, Zhang Rui, Zhang Yang, Zhang Miaomiao, Liu Caihong, Zhu Bowei, Zheng Zhong, Gu Qiuyang, Li Kanglin, Zheng Xinli, Zhang Honghu, Xian Kuitong, Pei Yuan, Cheng Yue, Liu He, Li Junchao, Mai Weiji, Wei Shuili, Liang Xijun, You Shengjin, Li Qingzhen, Yang Yunying, Chen Guiqing, Gong Xiang, Jiang, I
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1Scope
Cross-border e-commerce transaction requirements
GB/T-40105—2021
This standard specifies the cross-border e-commerce transaction system, basic guarantee requirements, transaction process requirements and customer service requirements. This standard applies to cross-border e-commerce business activities within my country. 2 Terms and Definitions
The following terms and definitions apply to this document. 2.1
Cross-border electronic commerce
Business activities in which trading entities in different customs territories reach transactions and make payment settlements through networking, and deliver goods and complete transactions through cross-border logistics.
Cross-border electronic commerce platform
Cross-border electronic commerce trading platform
In cross-border electronic commerce activities, an information network system that provides one or more services such as information release, information delivery, and data processing to both or multiple parties to achieve transaction integration: Note: In this standard, cross-border electronic commerce trading platform refers to a cross-border electronic commerce platform that has obtained a commercial Internet information service license in my country. 2.3
Cross-border electronic commerce platform operator provides e-commerce transaction services to enterprises engaged in cross-border e-commerce business: an organization with management institutions and management systems. Note: referred to as platform operator,
cross-border electronic commerce platform online seller cross-border electronic commerce platform seller
organization or individual that conducts cross-border electronic commerce business activities on the cross-border electronic commerce platform. Note: referred to as online seller or seller.
cross-border electronic commerce platform consumer
cross-border electronic commerce platform consumer
cross-border electronic commerce platform head party
organization or individual that purchases goods through the cross-border electronic commerce platform. Note: referred to as consumer or buyer,
cross-border electronic commerce platform service provider
cross-border electronic commerce platform service provider Providers provide payment settlement, warehousing logistics, customs declaration and inspection and other related services through cross-border e-commerce platforms. Note: referred to as platform service providers,
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GB/T40105-—2021
Cross-border e-commerce transaction system
3.1 Roles
The roles of participants in cross-border e-commerce transactions are divided into: Platform operators: provide information release, transaction optimization, pre-sales consultation and after-sales response services to both parties of the transaction: a
Buyer : Purchase goods through the cross-border e-commerce platform and obtain other services related to the transaction provided by the platform operator or platform service provider:
Seller: Sell goods through the cross-border e-commerce platform, and provide buyers with other services related to product sales: c
Service provider: Provide payment settlement, warehousing and logistics, customs declaration and inspection and other transaction-related services to both or multiple parties through the cross-border e-commerce platform
Note: In the process of cross-border business transactions, the platform operator can also have the attributes of other service roles. 3.2
System Framework
The cross-border e-commerce transaction system is shown in Figure 1.
Customer-product relationship service
Consulting service
System content
3.3.1 Overview
Transaction process
Pre-transaction
Product information disclosure
Subject identity authentication
Basic guarantee
Operation management
Technical performance
Management mechanism
Dispute mediation
During transaction
Complaint handling
Order processing service
Payment settlement service
Compliance determination| |tt||Cross-border e-commerce platform operators
Figure 1 Cross-border e-commerce platform transaction system diagram The cross-border e-commerce transaction system includes: 2
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Credit evaluation
Transaction house
Transaction security
Information security
Privacy protection
GB/T40105—2021
Basic guarantee refers to the platform service provider using the cross-border e-commerce platform to provide various basic guarantees for both parties to the transaction to ensure that cross-border e-commerce transactions are safe and reliable;
Transaction process refers to the platform operator, online sellers and platform service providers. h) Various services related to product transactions implemented by merchants during the transaction process, including process services provided to buyers, as well as process services between roles in the transaction process; c) Customer relationship services, various services provided for maintaining and handling customer relationships, including customer service services provided by platform operators, online sellers and platform service providers to buyers, as well as customer service services between these roles. 3.3.2 Basic guarantees
The basic guarantee content card should include:
a) Platform operation management: Constrain the operation and management of the platform from the dimensions of platform technical performance and management mechanism; b) Integration judgment: Whether the sold product is restricted c) Transaction security: restrict the security of the platform's transaction environment from the perspective of information security and platform user privacy security. 3.3.3 Transaction process
The transaction process mainly includes:
Before the transaction: including product information disclosure and subject identity authentication services; During the transaction: including order processing and payment settlement services. The transaction settlement method can be carried out according to the requirements of the transaction platform or the agreement between the buyer and the seller. b)
Online payment or offline payment is in compliance with the legal requirements of the country (region) where the relevant parties to the transaction are located; c
After the transaction: including warehouse, customs clearance, logistics, distribution and after-sales services.The related services can be provided by the platform operator or a third-party service provider.
3.3.4 Customer Relationship Services
Customer Relationship Services mainly include:
Consulting services, including pre-sales and after-sales consulting services for the purpose of product transactions; a)
Dispute mediation, including the coordination and resolution of various disputes arising from product quality or logistics during or after the transaction. If the platform operator is the first person responsible for dispute mediation: Complaint handling, including the platform operator handling various complaints related to the transaction raised by the buyer; c) Credit evaluation, mainly including the management of the transaction evaluation raised by the buyer after the transaction. 4 Basic guarantee requirements
4.1 Technical performance
The technical performance requirements of the platform include but are not limited to: a) The system interface should have good availability; h) The platform should have basic functions that are compatible with its e-commerce transactions; platform access should be reliable and stable; d) The platform should be secure;
4.2 Management mechanism
The platform operation and management should meet the following requirements: a) A competition system and management measures that comply with relevant laws and regulations should be established; b) The information that needs to be disclosed should be displayed in a prominent position on the website. The rules and regulations and management measures for disclosure shall be clearly stated or prompted. And technically ensure that customers can browse and save conveniently and completely: 3
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GB/T40105—2021
Comprehensive rules and regulations and management measures should be established, including but not limited to the following aspects: 1) Semi-platform transaction rules;
2) Transaction security and backup:
3) Consumer rights protection;
Information disclosure and review:
Privacy and Protection of trade secrets:
6) Handling of negative information;
Customer appeal and complaint service system:
Consumer dispute mediation and consumer rights protection self-discipline system. 4.3
Compliance determination
Online sellers shall ensure that any part of the products sold by the seller meets the legal requirements of the country (region) where the sales are located and is free from third-party infringements of their patent rights, trademark rights, copyrights or other intellectual property rights. Compliance determination requirements include but are not limited to: a) Prohibition and restriction of sales rules should be formulated, and a list of prohibited and restricted sales products should be provided and updated in a timely manner. The principles and methods for prohibition and restriction of sales determination are shown in Appendix A: b) Intellectual property rules should be formulated, including trademark infringement, patent infringement, copyright infringement, etc. The principles and methods for intellectual property infringement determination are shown in Appendix B:
c) The reporting method and contact information for prohibited and restricted sales products and intellectual property-related issues should be provided. 4.4
Information security
Cross-border e-commerce platforms should ensure the information security of transactions. The requirements include but are not limited to: a) Cross-border commodity platform service providers should ensure the transaction Data security: 1) Data confidentiality: Isolate the data of different online sellers so that they are accessible only to the data owner; 2) Data integrity: Ensure that all modifications to the original data on the platform are authorized; 3) Data reliability: Have the ability to identify data to ensure that the data on the platform is authentic and reliable; 4) Data security storage: Have the ability to permanently store the data of online sellers and back up data off-site; 5) Data accessibility: The service contract with the online seller includes data authorization access agreement: 6
Data auditability, providing oral records for all management operations for in-process supervision and post-audit. b)
Cross-border commodity platform service providers should ensure the safety of the management platform. They should meet the following requirements: 1) Evaluate and deal with security risks to achieve risk prevention and control: 2)
Ensure that the platform operates 7X24h;
Establish, implement, operate, monitor, review, maintain and improve information security management: 3)
Establish, implement, operate, monitor, review, maintain and improve information technology services 1. Management, tt.
Privacy protection
Cross-border e-commerce transaction platform service providers shall protect the privacy of online sellers and consumers involved in the transaction process. The relevant requirements include but are not limited to:
a) The acquisition or use of personal (organization) information must be authorized by the individual (organization), and it should not be acquired or used without authorization; b) The acquisition of transaction information must be authorized by negotiation between the two or more parties to the transaction, and it should not be acquired without authorization; c. Personal (organization) information and transaction information should not be used directly for commercial purposes without being de-identified: Transaction data can be used externally under specific circumstances with the permission of the online seller and after de-sensitization. The use scenarios include but are not limited to: d. Transfer, copy, transmit, and download: d. Disclosure of personal (organization) information and transaction data to third parties should be recorded. The recorded content includes but is not limited to: the content of the disclosed personal (organization) information, the disclosing party and the disclosure time; Note: Third parties include circulation and collection authorities, circulation and collection law enforcement departments, judicial departments (civil, administrative, criminal) and other relevant parties stipulated by the law. 4
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GB/T-40105—2021
[）Temporary data files related to personal (organization) information should be deleted or destroyed within the specified time and under the condition of stone record: Personal information transmitted on the Internet should be encrypted according to the compliance algorithm before transmission: g)
5 Transaction process requirements
Product information disclosure
Description information
Product description information requirements include but are not limited to: a) Product name and attribute information: The product name should be consistent with the product picture, product description and other information, as accurate, complete and concise as possible, and can use the product name, product generic name, etc. b) Product picture information: The product picture should be consistent with the literature information and truly reflect the actual situation of the product. Except for the specified circumstances, the picture should be clear and complete, especially smeared, without obstruction. Product pricing information: should comply with relevant laws and regulations, national standards, industry standards and relevant regulations on e-commerce commodity pricing c)
l) Product access information: Before publishing commodity information, online sellers should submit relevant qualification information to platform service providers and review it.
Record information
If it is necessary to register the commodity with the relevant department, the registration information should include but not be limited to: a) Enterprise registration number;
HS code:
Product name;
Country/region of production:
Brand;
Specification model:
Supplier;
Qualifications such as certification, registration and registration obtained by the commodity or production enterprise: Chinese reference materials of the sales certificate, third-party inspection and appraisal certificate and product description obtained by the commodity;
Consumer warning:
Other supporting materials that can be provided;
Chinese reference materials of whether it meets the requirements of my country's laws and regulations. m)
Quality information
Product quality information shall meet the following requirements: a) The delivered goods shall meet the technical specifications described in the contractually agreed standards; b)
Goods outside the standards shall meet the official valid standards applicable in the country of origin of the goods; c)
For goods other than a) and b), online sellers shall declare this when selling on the platform. The contents of the declaration include but are not limited to: the deviation of a product/product from relevant Chinese standards; the deviation of a product/product from relevant standards of the country of origin of the product; the contents of the product/product related to the safety technical indicators; the contents of the declaration should indicate the technical parameters of the product/product-rKaeerkca-
GB/T 40105-—2021
5.1.4 Product measurement information
The measurement information of cross-border goods/products shall comply with the following requirements: a) The measurement unit of the product/product shall comply with the legal measurement unit of China; when deviating from the requirements of a), the measurement unit of the product/product shall comply with the international measurement unit; b)
When deviating from the requirements of:) and b), the measurement unit of the product/product shall comply with the measurement unit of the country of origin of the product/product; c
l) The quantity of cross-border goods/products shall be clearly stated online when they are sold. 5.1.5
Origin information
If product origin information is required, the product origin information should meet the following requirements:a) The goods provided should come from countries and regions that have normal trade relations with China;b) The origin of the goods or services may be different from the nationality of the online seller;d) The origin information of exported products should meet the requirements of the countries and regions where the buyer and seller are located;c) The online seller should have a certificate of origin provided by the manufacturer. Proof of legal sales license and identity authentication of the subject
The platform business name should authenticate the identity of online sellers and platform service providers. The subject identity authentication information requirements may include: Social credit code:
Enterprise name:
Legal representative:
Registered address:
Contact person;
Enterprise type:
Enterprise contact information:
h) Main commodity categories:
Order processing
Cross-border commodity online sellers should ensure that the purchase and sales contract agreement is guided by price. The contents agreed in the contract include but are not limited to: commodity standards/product standards management:
commodity/product measurement management;
place of origin management:
commodity/product inspection and testing management:
commodity packaging/shipping/notification/transportation management that cross-border commodity online sellers should carry out: delivery management:
commodity insurance management;
commodity spare parts management:
commodity claims settlement:
payment management;
commodity transfer management:
subcontract management:
online seller performance delay management
contract termination management;
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dispute resolution management:
P) contract language management:
tax, profit and tariff management.
Payment and Settlement
Payment and settlement requirements include but are not limited to:
GB/T-40105—2021
Payment and settlement and other financial services should comply with the relevant laws, regulations and policies of financial management in the country where the platform is located; a)
b) should support multi-currency payment;
should ensure that the account period is consistent.
Warehousing requirements include but are not limited to:
a) The stability of collection should be guaranteed;
b) The reasonableness of warehousing density should be guaranteed;
5.6 Customs Clearance
Customs clearance service requirements include but are not limited to:
a) The platform or service provider can provide customs clearance services; b) The platform or seller should provide refund services for buyers' goods detained or detained for a long time by customs; c
The service provider providing customs clearance services should ensure the customs clearance time limit under the premise that objective conditions permit; In case of emergencies or force majeure, the platform should promptly adjust the relevant customs clearance, logistics and return and exchange rules and l
time limits according to the actual situation.
5.7 Logistics
5.7.1 Packaging
Cross-border commodity packaging shall meet the following requirements: b) Provide the packaging required for the goods to be transported to the destination of the customer. c) Use the packaging materials according to the characteristics of the goods. The purpose of using the packaging materials includes but is not limited to: moisture-proof and waterproof, shatter-proof, shock-proof, sun-proof, rust-proof, corrosion-proof, etc.
The packaging materials shall be protected from damage: For example, wooden packaging shall be treated and a special structure of the International Standard for Quarantine Measures for Non-Quality Packaging (IPPC) shall be added. c) A statement that the packaging materials are not used shall be marked with the special structure of the International Standard for Quarantine Measures for Non-Quality Packaging (IPPC) or a statement that the packaging materials are not used. 2 Shipping
5.7.2.1 Shipping Marks
The seller shall make appropriate shipping marks.
5.7.2.2 Shipping Conditions
The seller shall provide relevant documents, means of transport and conditions. 5.7.2.3 Shipping Notice
The seller shall send a shipping notice.
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GB/T40105—2021
5.7.2.4 Transportation Management
The seller shall perform the delivery obligation in accordance with the delivery date, delivery method and delivery information agreed in the transaction contract, and provide the corresponding accompanying documents or certificates in accordance with the contract.
The seller or service provider shall complete the delivery service in accordance with the delivery date, delivery method and delivery information agreed in the transaction contract, and provide the corresponding accompanying documents or certificates in accordance with the contract. After-sales Service
5.9.1 After-sales Service Guarantee
The after-sales service guarantee requirements for goods include:
Response management of delivery arrival: The seller shall provide relevant information on the arrival time and delivery of goods; a)
Maintenance response management: The seller shall provide relevant information on the scope of maintenance, maintenance response time, maintenance response speed, relevant organizations and maintenance spare parts, etc. b)
Commodity claims
Commodity claims requirements include:
) If the seller is responsible for deviations in product quality and service, and the buyer has made a claim during the inspection, installation, commissioning, acceptance and quality assurance period specified in the contract, the seller shall provide repair, replacement or return services that meet the specifications, quality and performance requirements specified in the contract:
b) After the buyer issues a claim notice, the seller shall respond promptly and make claims within the prescribed time limit. 1. 6 Customer relationship service requirements
Consulting services
Consulting services should meet the following requirements:
a) Multiple channels and forms should be established to provide assistance to consumers for consultation, such as email, online consultation, telephone Consultation, etc.: b) Consumer consultation support should be provided in a prominent position and the customer service hours should be clearly stated: There should be full-time customer service personnel to respond to the buyer's consultation: Consultation service personnel should promptly reply to the buyer's consultation: c) Effective answers should be given to the consultation within the service commitment time: f) Consultation service personnel should be equipped with professional knowledge and maintain a good service attitude, so as to provide friendly and efficient consulting services to the parties: It is advisable to provide personalized services to the parties on the basis of providing common services: 6.2 Dispute Mediation Complaint handling and dispute mediation requirements include: a) All disputes related to the implementation of the contract or the contract should be resolved through negotiation between the two parties. If the dispute cannot be resolved within the time specified by the two parties after the negotiation begins, the dispute shall be submitted to arbitration!
Arbitration shall be conducted by the international economic and trade arbitration institution designated by the state in accordance with its arbitration rules and procedures and the designated departmental jurisdiction, unless b)
the parties agree otherwise.
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6.3 Complaint handling
Basic requirements
Basic requirements for complaint handling include:
GB/T-40105—2021
The complaint acceptance agency, complaint telephone number and complaint method, as well as the complaint handling procedure, shall be made public to consumers to achieve the purpose of social supervision.
The relevant information of the complaint handling process shall be easily accessible to customers, complainants and other relevant parties. Such information shall be in clear bh)
language and appropriate form to ensure that any complaint will not be disadvantaged. The complaint acceptance department shall establish a first-question responsibility mechanism. When encountering customer complaints: they shall first stabilize their emotions and actively and proactively handle the complaint request in accordance with the complaint handling process.
Should make a preliminary evaluation of the complaints received, and determine the complaint category and handling method. d)
Should record the complaint information and handling process:
Should record the complaint handling process. Establish and implement relevant procedures for recording complaints and responses, as well as the use and management of record procedures. At the same time, protect personal information and keep the complainant confidential. 2. Basis for handling
The basis for complaint handling includes but is not limited to: relevant national laws and regulations;
b) national standards, industry standards, local standards and enterprise standards for product quality; platform complaint handling rules and regulations, methods: quality commitments made public by sellers or service providers to the society; l)
Contract agreements signed with customers
Industry practices.
6.4: Credit evaluation
The platform should timely evaluate the quality of transactions based on the results of transactions and factors such as product quality, and conduct credit evaluation of buyers, sellers and service providers based on factors such as transaction volume, qualifications, and quality assurance. Evaluation requirements include but are not limited to: providing credit evaluation services for e-commerce transactions, collecting credit information through legal channels, adhering to the principle of fairness and objectivity, and not using the collected credit information for illegal purposes; b) the credit evaluation service process and scoring mechanism should be open and transparent: the evaluation results of the credit evaluation service should be true, and the customer's credit level and related information should not be adjusted without reason. c) -rKaeerkca-The credit evaluation of buyers, sellers and service providers shall be carried out based on factors such as transaction volume, qualifications, quality assurance, etc. Evaluation requirements include but are not limited to: providing credit evaluation services for e-commerce transactions, collecting credit information through legal channels, adhering to the principle of fairness and objectivity, and not using the collected credit information for illegal purposes; b) the credit evaluation service process and scoring mechanism shall be open and transparent: the evaluation results of the credit evaluation service shall be true, and the credit level and related information of the customer shall not be adjusted without reason. c) -rKaeerkca-The credit evaluation of buyers, sellers and service providers shall be carried out based on factors such as transaction volume, qualifications, quality assurance, etc. Evaluation requirements include but are not limited to: providing credit evaluation services for e-commerce transactions, collecting credit information through legal channels, adhering to the principle of fairness and objectivity, and not using the collected credit information for illegal purposes; b) the credit evaluation service process and scoring mechanism shall be open and transparent: the evaluation results of the credit evaluation service shall be true, and the credit level and related information of the customer shall not be adjusted without reason. c) -rKaeerkca-The credit evaluation of buyers, sellers and service providers shall be carried out based on factors such as transaction volume, qualifications, quality assurance, etc. Evaluation requirements include but are not limited to: providing credit evaluation services for e-commerce transactions, collecting credit information through legal channels, adhering to the principle of fairness and objectivity, and not using the collected credit information for illegal purposes; b) the credit evaluation service process and scoring mechanism shall be open and transparent: the evaluation results of the credit evaluation service shall be true, and the credit level and related information of the customer shall not be adjusted without reason. c) -rKaeerkca-The credit evaluation of buyers, sellers and service providers shall be carried out based on factors such as transaction volume, qualifications, quality assurance, etc. Evaluation requirements include but are not limited to: providing credit evaluation services for e-commerce transactions, collecting credit information through legal channels, adhering to the principle of fairness and objectivity, and not using the collected credit information for illegal purposes; b) the credit evaluation service process and scoring mechanism shall be open and transparent: the evaluation results of the credit evaluation service shall be true, and the credit level and related information of the customer shall not be adjusted without reason. c) -rKaeerkca-The credit evaluation of buyers, sellers and service providers shall be carried out based on factors such as transaction volume, qualifications, quality assurance, etc. Evaluation requirements include but are not limited to: providing credit evaluation services for e-commerce transactions, collecting credit information through legal channels, adhering to the principle of fairness and objectivity, and not using the collected credit information for illegal purposes; b) the credit evaluation service process and scoring mechanism shall be open and transparent: the evaluation results of the credit evaluation service shall be true, and the credit level and related information of the customer shall not be adjusted without reason. c) -rKaeerkca-The credit evaluation of buyers, sellers and service providers shall be carried out based on factors such as transaction volume, qualifications, quality assurance, etc. Evaluation requirements include but are not limited to: providing credit evaluation services for e-commerce transactions, collecting credit information through legal channels, adhering to the principle of fairness and objectivity, and not using the collected credit information for illegal purposes; b) the credit evaluation service process and scoring mechanism shall be open and transparent: the evaluation results of the credit evaluation service shall be true, and the credit level and related information of the customer shall not be adjusted without reason. c) -rKaeerkca-6 Customs clearance
Customs clearance service requirements include but are not limited to:Www.bzxZ.net
a) The platform or service provider can provide customs clearance services; b) The platform or seller should provide refund services for buyers' goods detained or detained for a long time by customs; c
The service provider providing customs clearance services should ensure the customs clearance time limit under the premise that objective conditions permit; In case of emergencies or force majeure, the platform should promptly adjust the relevant customs clearance, logistics and return and exchange rules and l
time limits according to the actual situation.
5.7 Logistics
5.7.1 Packaging
Cross-border commodity packaging shall meet the following requirements: b) Provide the packaging required for the goods to be transported to the destination of the customer. c) Use the packaging materials according to the characteristics of the goods. The purpose of using the packaging materials includes but is not limited to: moisture-proof and waterproof, shatter-proof, shock-proof, sun-proof, rust-proof, corrosion-proof, etc. The packaging materials shall be protected from damage: for example, wooden packaging shall be treated and a special structure of the International Standard for Quarantine Measures for Packaging of Non-Quality Products (IPPC) shall be added. c) A statement that the packaging materials are not used shall be marked with the special structure of the International Standard for Quarantine Measures for Packaging of Non-Quality Products (IPPC) or a statement that the packaging materials are not used. 2 Shipping
5.7.2.1 Shipping Marks
The seller shall make appropriate shipping marks.
5.7.2.2 Shipping Conditions
The seller shall provide relevant documents, means of transport and conditions. 5.7.2.3 Shipping Notice
The seller shall send a shipping notice.
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5.7.2.4 Transportation Management
The seller shall perform the delivery obligation in accordance with the delivery date, delivery method and delivery information agreed in the transaction contract, and provide the corresponding accompanying documents or certificates in accordance with the contract.
The seller or service provider shall complete the delivery service in accordance with the delivery date, delivery method and delivery information agreed in the transaction contract, and provide the corresponding accompanying documents or certificates in accordance with the contract. After-sales Service
5.9.1 After-sales Service Guarantee
The after-sales service guarantee requirements for goods include:
Response management of delivery arrival: The seller shall provide relevant information on the arrival time and delivery of goods; a)
Maintenance response management: The seller shall provide relevant information on the scope of maintenance, maintenance response time, maintenance response speed, relevant organizations and maintenance spare parts, etc. b)
Commodity claims
Commodity claims requirements include:
) If the seller is responsible for deviations in product quality and service, and the buyer has made a claim during the inspection, installation, commissioning, acceptance and quality assurance period specified in the contract, the seller shall provide repair, replacement or return services that meet the specifications, quality and performance requirements specified in the contract:
b) After the buyer issues a claim notice, the seller shall respond promptly and make claims within the prescribed time limit. 1. 6 Customer relationship service requirements
Consulting services
Consulting services should meet the following requirements:
a) Multiple channels and forms should be established to provide assistance to consumers for consultation, such as email, online consultation, telephone Consultation, etc.: b) Consumer consultation support should be provided in a prominent position and the customer service hours should be clearly stated: There should be full-time customer service personnel to respond to the buyer's consultation: Consultation service personnel should promptly reply to the buyer's consultation: c) Effective answers should be given to consultations within the service commitment time: f) Consultation service personnel should be equipped with professional knowledge and maintain a good service attitude, so as to provide friendly and efficient consulting services to the parties: It is advisable to provide personalized services to the parties on the basis of providing common services: 6.2 Dispute Mediation Complaint handling and dispute mediation requirements include: a) All disputes related to the implementation of the contract or the contract should be resolved through negotiation between the two parties. If the dispute cannot be resolved within the time specified by the two parties after the negotiation begins, the dispute shall be submitted to arbitration!
Arbitration shall be conducted by the international economic and trade arbitration institution designated by the state in accordance with its arbitration rules and procedures and the designated departmental jurisdiction, unless b)
the parties agree otherwise.
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6.3 Complaint handling
Basic requirements
Basic requirements for complaint handling include:
GB/T-40105—2021
The complaint acceptance agency, complaint telephone number and complaint method, as well as the complaint handling procedure, shall be made public to consumers to achieve the purpose of social supervision.
The relevant information of the complaint handling process shall be easily accessible to customers, complainants and other relevant parties. Such information shall be in clear bh)
language and appropriate form to ensure that any complaint will not be disadvantaged. The complaint acceptance department shall establish a first-question responsibility mechanism. When encountering customer complaints: they shall first stabilize their emotions and actively and proactively handle the complaint request in accordance with the complaint handling process.
Should make a preliminary evaluation of the complaints received, and determine the complaint category and handling method. d)
Should record the complaint information and handling process:
Should record the complaint handling process. Establish and implement relevant procedures for recording complaints and responses, as well as the use and management of record procedures. At the same time, protect personal information and keep the complainant confidential. 2. Basis for handling
The basis for complaint handling includes but is not limited to: relevant national laws and regulations;
b) national standards, industry standards, local standards and enterprise standards for product quality; platform complaint handling rules and regulations, methods: quality commitments made public by sellers or service providers to the society; l)
Contract agreements signed with customers
Industry practices.
6.4: Credit evaluation
The platform should timely evaluate the quality of transactions based on the results of transactions and factors such as product quality, and conduct credit evaluation of buyers, sellers and service providers based on factors such as transaction volume, qualifications, and quality assurance. Evaluation requirements include but are not limited to: providing credit evaluation services for e-commerce transactions, collecting credit information through legal channels, adhering to the principle of fairness and objectivity, and not using the collected credit information for illegal purposes; b) the credit evaluation service process and scoring mechanism should be open and transparent: the evaluation results of the credit evaluation service should be true, and the customer's credit level and related information should not be adjusted without reason. c) -rKaeerkca-6 Customs clearance
Customs clearance service requirements include but are not limited to:
a) The platform or service provider can provide customs clearance services; b) The platform or seller should provide refund services for buyers' goods detained or detained for a long time by customs; c
The service provider providing customs clearance services should ensure the customs clearance time limit under the premise that objective conditions permit; In case of emergencies or force majeure, the platform should promptly adjust the relevant customs clearance, logistics and return and exchange rules and l
time limits according to the actual situation.
5.7 Logistics
5.7.1 Packaging
Cross-border commodity packaging shall meet the following requirements: b) Provide the packaging required for the goods to be transported to the destination of the customer. c) Use the packaging materials according to the characteristics of the goods. The purpose of using the packaging materials includes but is not limited to: moisture-proof and waterproof, shatter-proof, shock-proof, sun-proof, rust-proof, corrosion-proof, etc.
The packaging materials shall be protected from damage: For example, wooden packaging shall be treated and a special structure of the International Standard for Quarantine Measures for Non-Quality Packaging (IPPC) shall be added. c) A statement that the packaging materials are not used shall be marked with the special structure of the International Standard for Quarantine Measures for Non-Quality Packaging (IPPC) or a statement that the packaging materials are not used. 2 Shipping
5.7.2.1 Shipping Marks
The seller shall make appropriate shipping marks.
5.7.2.2 Shipping Conditions
The seller shall provide relevant documents, means of transport and conditions. 5.7.2.3 Shipping Notice
The seller shall send a shipping notice.
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GB/T40105—2021
5.7.2.4 Transportation Management
The seller shall perform the delivery obligation in accordance with the delivery date, delivery method and delivery information agreed in the transaction contract, and provide the corresponding accompanying documents or certificates in accordance with the contract.
The seller or service provider shall complete the delivery service in accordance with the delivery date, delivery method and delivery information agreed in the transaction contract, and provide the corresponding accompanying documents or certificates in accordance with the contract. After-sales
5.9.1 After-sales service guarantee for goods
The after-sales service guarantee requirements for goods include:
Response management for delivery: The seller shall provide relevant information on the arrival time and delivery of goods; a)
Maintenance response management: The seller shall provide relevant information on the scope of maintenance, maintenance response time, maintenance response speed, relevant organizations and maintenance spare parts, etc. b)
Related information.
Commodity claims
Commodity claims requirements include:
) If the seller is responsible for deviations in product quality and service, and the buyer has made a claim during the inspection, installation, commissioning, acceptance and quality assurance period specified in the contract, the seller shall provide repair, replacement or return services that meet the specifications, quality and performance requirements specified in the contract:
b) After the buyer issues a claim notice, the seller shall respond promptly and make claims within the prescribed time limit. 1. 6 Customer relationship service requirements
Consulting services
Consulting services should meet the following requirements:
a) Multiple channels and forms should be established to provide assistance to consumers for consultation, such as email, online consultation, telephone Consultation, etc.: b) Consumer consultation support should be provided in a prominent position and the customer service hours should be clearly stated: There should be full-time customer service personnel to respond to the buyer's consultation: Consultation service personnel should promptly reply to the buyer's consultation: c) Effective answers should be given to the consultation within the service commitment time: f) Consultation service personnel should be equipped with professional knowledge and maintain a good service attitude, so as to provide friendly and efficient consulting services to the parties: It is advisable to provide personalized services to the parties on the basis of providing common services: 6.2 Dispute Mediation Complaint handling and dispute mediation requirements include: a) All disputes related to the implementation of the contract or the contract should be resolved through negotiation between the two parties. If the dispute cannot be resolved within the time specified by the two parties after the negotiation begins, the dispute shall be submitted to arbitration!
Arbitration shall be conducted by the international economic and trade arbitration institution designated by the state in accordance with its arbitration rules and procedures and the designated departmental jurisdiction, unless b)
the parties agree otherwise.
-rKaeerkca-
6.3 Complaint handling
Basic requirements
Basic requirements for complaint handling include:
GB/T-40105—2021
The complaint acceptance agency, complaint telephone number and complaint method, as well as the complaint handling procedure, shall be made public to consumers to achieve the purpose of social supervision.
The relevant information of the complaint handling process shall be easily accessible to customers, complainants and other relevant parties. Such information shall be in clear bh)
language and appropriate form to ensure that any complaint will not be disadvantaged. The complaint acceptance department shall establish a first-question responsibility mechanism. When encountering customer complaints: they shall first stabilize their emotions and actively and proactively handle the complaint request in accordance with the complaint handling process.
Should make a preliminary evaluation of the complaints received, and determine the complaint category and handling method. d)
Should record the complaint information and handling process:
Should record the complaint handling process. Establish and implement relevant procedures for recording complaints and responses, as well as the use and management of record procedures. At the same time, protect personal information and keep the complainant confidential. 2. Basis for handling
The basis for complaint handling includes but is not limited to: relevant national laws and regulations;
b) national standards, industry standards, local standards and enterprise standards for product quality; platform complaint handling rules and regulations, methods: quality commitments made public by sellers or service providers to the society; l)
Contract agreements signed with customers
Industry practices.
6.4: Credit evaluation
The platform should timely evaluate the quality of transactions based on the results of transactions and factors such as product quality, and conduct credit evaluation of buyers, sellers and service providers based on factors such as transaction volume, qualifications, and quality assurance. Evaluation requirements include but are not limited to: providing credit evaluation services for e-commerce transactions, collecting credit information through legal channels, adhering to the principle of fairness and objectivity, and not using the collected credit information for illegal purposes; b) the credit evaluation service process and scoring mechanism should be open and transparent: the evaluation results of the credit evaluation service should be true, and the customer's credit level and related information should not be adjusted without reason. c) -rKaeerkca-1 Product after-sales service guarantee
Product after-sales service guarantee requirements include:
Delivery response management: The seller shall provide relevant information on the arrival time of goods and the delivery of goods;a)
Maintenance response management: The seller shall provide relevant information such as maintenance scope, maintenance response time, maintenance response speed, corresponding organization and maintenance spare parts, etc.b).
Commodity claims
Commodity claims requirements include:
) If the seller is responsible for deviations in product quality and service, and the buyer has made a claim during the inspection, installation, commissioning, acceptance and quality assurance period specified in the contract, the seller shall provide repair, replacement or return services that meet the specifications, quality and performance requirements specified in the contract:
b) After the buyer issues a claim notice, the seller shall respond promptly and make claims within the prescribed time limit. 1. 6 Customer relationship service requirements
Consulting services
Consulting services should meet the following requirements:
a) Multiple channels and forms should be established to provide assistance to consumers for consultation, such as email, online consultation, telephone Consultation, etc.: b) Consumer consultation support should be provided in a prominent position and the customer service hours should be clearly stated: There should be full-time customer service personnel to respond to the buyer's consultation: Consultation service personnel should promptly reply to the buyer's consultation: c) Effective answers should be given to the consultation within the service commitment time: f) Consultation service personnel should be equipped with professional knowledge and maintain a good service attitude, so as to provide friendly and efficient consulting services to the parties: It is advisable to provide personalized services to the parties on the basis of providing common services: 6.2 Dispute Mediation Complaint handling and dispute mediation requirements include: a) All disputes related to the implementation of the contract or the contract should be resolved through negotiation between the two parties. If the dispute cannot be resolved within the time specified by the two parties after the negotiation begins, the dispute shall be submitted to arbitration!
Arbitration shall be conducted by the international economic and trade arbitration institution designated by the state in accordance with its arbitration rules and procedures and the designated departmental jurisdiction, unless b)
the parties agree otherwise.
-rKaeerkca-
6.3 Complaint handling
Basic requirements
Basic requirements for complaint handling include:
GB/T-40105—2021
The complaint acceptance agency, complaint telephone number and complaint method, as well as the complaint handling procedure, shall be made public to consumers to achieve the purpose of social supervision.
The relevant information of the complaint handling process shall be easily accessible to customers, complainants and other relevant parties. Such information shall be in clear bh)
language and appropriate form to ensure that any complaint will not be disadvantaged. The complaint acceptance department shall establish a first-question responsibility mechanism. When encountering customer complaints: they shall first stabilize their emotions and actively and proactively handle the complaint request in accordance with the complaint handling process.
Should make a preliminary evaluation of the complaints received, and determine the complaint category and handling method. d)
Should record the complaint information and handling process:
Should record the complaint handling process. Establish and implement relevant procedures for recording complaints and responses, as well as the use and management of record procedures. At the same time, protect personal information and keep the complainant confidential. 2. Basis for handling
The basis for complaint handling includes but is not limited to: relevant national laws and regulations;
b) national standards, industry standards, local standards and enterprise standards for product quality; platform complaint handling rules and regulations, methods: quality commitments made public by sellers or service providers to the society; l)
Contract agreements signed with customers
Industry practices.
6.4: Credit evaluation
The platform should timely evaluate the quality of transactions based on the results of transactions and factors such as product quality, and conduct credit evaluation of buyers, sellers and service providers based on factors such as transaction volume, qualifications, and quality assurance. Evaluation requirements include but are not limited to: providing credit evaluation services for e-commerce transactions, collecting credit information through legal channels, adhering to the principle of fairness and objectivity, and not using the collected credit information for illegal purposes; b) the credit evaluation service process and scoring mechanism should be open and transparent: the evaluation results of the credit evaluation service should be true, and the customer's credit level and related information should not be adjusted without reason. c)1 Product after-sales service guarantee
Product after-sales service guarantee requirements include:
Delivery response management: The seller shall provide relevant information on the arrival time of goods and the delivery of goods;a)
Maintenance response management: The seller shall provide relevant information such as maintenance scope, maintenance response time, maintenance response speed, corresponding organization and maintenance spare parts, etc.b).
Commodity claims
Commodity claims requirements include:
) If the seller is responsible for deviations in product quality and service, and the buyer has made a claim during the inspection, installation, commissioning, acceptance and quality assurance period specified in the contract, the seller shall provide repair, replacement or return services that meet the specifications, quality and performance requirements specified in the contract:
b) After the buyer issues a claim notice, the seller shall respond promptly and make claims within the prescribed time limit. 1. 6 Customer relationship service requirements
Consulting services
Consulting services should meet the following requirements:
a) Multiple channels and forms should be established to provide assistance to consumers for consultation, such as email, online consultation, telephone Consultation, etc.: b) Consumer consultation support should be provided in a prominent position and the customer service hours should be clearly stated: There should be full-time customer service personnel to respond to the buyer's consultation: Consultation service personnel should promptly reply to the buyer's consultation: c) Effective answers should be given to the consultation within the service commitment time: f) Consultation service personnel should be equipped with professional knowledge and maintain a good service attitude, so as to provide friendly and efficient consulting services to the parties: It is advisable to provide personalized services to the parties on the basis of providing common services: 6.2 Dispute Mediation Complaint handling and dispute mediation requirements include: a) All disputes related to the implementation of the contract or the contract should be resolved through negotiation between the two parties. If the dispute cannot be resolved within the time specified by the two parties after the negotiation begins, the dispute shall be submitted to arbitration!
Arbitration shall be conducted by the international economic and trade arbitration institution designated by the state in accordance with its arbitration rules and procedures and the designated departmental jurisdiction, unless b)
the parties agree otherwise.
-rKaeerkca-
6.3 Complaint handling
Basic requirements
Basic requirements for complaint handling include:
GB/T-40105—2021
The complaint acceptance agency, complaint telephone number and complaint method, as well as the complaint handling procedure, shall be made public to consumers to achieve the purpose of social supervision.
The relevant information of the complaint handling process shall be easily accessible to customers, complainants and other relevant parties. Such information shall be in clear bh)
language and appropriate form to ensure that any complaint will not be disadvantaged. The complaint acceptance department shall establish a first-question responsibility mechanism. When encountering customer complaints: they shall first stabilize their emotions and actively and proactively handle the complaint request in accordance with the complaint handling process.
Should make a preliminary evaluation of the complaints received, and determine the complaint category and handling method. d)
Should record the complaint information and handling process:
Should record the complaint handling process. Establish and implement relevant procedures for recording complaints and responses, as well as the use and management of record procedures. At the same time, protect personal information and keep the complainant confidential. 2. Basis for handling
The basis for complaint handling includes but is not limited to: relevant national laws and regulations;
b) national standards, industry standards, local standards and enterprise standards for product quality; platform complaint handling rules and regulations, methods: quality commitments made public by sellers or service providers to the society; l)
Contract agreements signed with customers
Industry practices.
6.4: Credit evaluation
The platform should timely evaluate the quality of transactions based on the results of transactions and factors such as product quality, and conduct credit evaluation of buyers, sellers and service providers based on factors such as transaction volume, qualifications, and quality assurance. Evaluation requirements include but are not limited to: providing credit evaluation services for e-commerce transactions, collecting credit information through legal channels, adhering to the principle of fairness and objectivity, and not using the collected credit information for illegal purposes; b) the credit evaluation service process and scoring mechanism should be open and transparent: the evaluation results of the credit evaluation service should be true, and the customer's credit level and related information should not be adjusted without reason. c)
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