This International Standard provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization. It is applicable to any organization engaged in, or planning to be engaged in, a business-to-consumer electronic commerce transaction, regardless of size, type and activity. This International Standard is not intended to form part of a consumer contract or to change any rights or obligations provided by applicable statutory and regulatory requirements. This International Standard aims to enable organizations to set up a fair, effective, efficient, transparent and secure B2C ECT system, in order to enhance consumers’ confidence in B2C ECTs and increase the satisfaction of consumers. It is aimed at B2C ECTs concerning consumers as a sub-set of customers. The guidance given in this International Standard can complement an organization's quality management system.
Sisällysluettelo
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and Definitions
4 Guiding principles
4.1 General
4.2 Commitment
4.3 Capacity
4.4 Competence
4.5 Suitability
4.6 Accuracy
4.7 Transparency
4.8 Accessibility
4.9 Responsiveness
4.10 Consent
4.11 Fairness
4.12 Accountability
4.13 Legality
4.14 Privacy
4.15 Security
4.16 Integration
4.17 Improvement
5 Business-to-consumer electronic commerce transaction system
5.1 Framework
5.2 Objectives
5.3 Processes
5.4 Resources
5.5 Connectivity
6 Single-phase processes
6.1 Pre-transaction phase
6.2 In-transaction phase
6.3 Post-transaction phase
7 Multi-phase processes
7.1 Consumer interaction
7.2 Consumer data management
8 Maintenance and improvement
8.1 Collection of information
8.2 Evaluation of performance of the B2C ECT system
8.3 Satisfaction with the B2C ECT system
8.4 Review of the B2C ECT system
8.5 Continual improvement
Annex A Customer satisfaction and consumer needs in the B2C ECT context (informative)
Annex B Supplementary references (informative)
Annex C Guidance on information provision (normative)
Annex D Guidance concerning an organization's B2C ECT Code (informative)